Case Study: Financial Services Company improves customer documents with Xerox

Financial Services Company - Customer Case Study

Financial Services Company worked with Xerox Corporation to overcome legacy IT constraints that were limiting the quality and flexibility of customer communications. Their hard-coded document systems made it difficult to update statements and packs, and poor document clarity was driving customer confusion, call-centre contacts, and even higher fund withdrawals. Xerox Corporation was brought in to help improve key customer documents, starting with the mutual fund statement.

Xerox Corporation implemented a new document composition platform and process that decoupled document design from the mainframe, used richer customer data, and enabled dynamic, personalized communications. The first phased rollout improved statement clarity and relevance, helped reduce inbound calls and fund withdrawals, and cut the cost and effort of document changes. Measurable results included customer ratings of statements rising from 39% to 47%, 10% fewer support issues tied to unclear documents, and changes that previously cost €150,000 and took three months now costing about €2,000 and taking two days.