Case Study: Prudential achieves faster, clearer, compliant customer communications with Smart Communications

Transforming Prudential’s customer communication process

Prudential, a global financial services group serving over 20 million customers, faced a fragmented customer-communication environment made up of multiple legacy document-generation systems. A regulatory change in 2005 exposed the cost and risk of this setup—thousands of templates needed updating and IT resources were tied up for nearly six months—so Prudential sought a single multi-channel platform that would let non-IT business users manage communications. Prudential selected Smart Communications’ Thunderhead document-generation solution to address this challenge.

Smart Communications implemented Thunderhead across Prudential’s operations, migrating legacy templates beginning July 2006 and going live with the first phase in February 2007, enabling decommissioning of the primary legacy system and handing control to a BAU team of business users. The solution introduced reusable standards, reduced template counts, and delivered measurable benefits: a complex regulatory document was implemented rapidly with significant savings in external development and ongoing maintenance costs; global changes (for example call-center hours) that once took months were made in hours and pushed to production in days; and a review framework cut manual fulfilment corrections—while freeing IT to focus on core systems.

Prudential

Janet Hambly

Document Manager