BPS (SUISSE) delivers more efficient customer communication with Quadient

The challenge

BPS (SUISSE) approached Quadient to optimize the generation of various document types central to communication with its customers, moving from inflexible and complex mainframe-based management to an up-to-date, efficient and flexible Customer Communication Management (CCM) solution: Quadient Inspire.

BPS (SUISSE) wanted to reduce processing times and costs while increasing the quality and accuracy of document design and content for customer communications.

CASE STUDY

Our solutionBPS (SUISSE) chose Quadient Inspire, an omnichannel communication platform that enables large corporations to interact with individual customers by delivering the right message to the right recipient at the right time, anywhere.

Results• Significant reduction in document processing times, from

days to just a few hours

• Significant reduction in costs by discontinuing the use of letterheaded paper, decreased risk of sending the wrong documents to the wrong customer and the ability to include multiple communications in a single envelope

• Redesign of document layouts to bring them up to date, harmonize business and marketing logic and achieve better alignment with corporate identity

• Improved document quality, with the implementation of an effective debugging and error-management system

• Reduced time-to-market, due to the flexibility and intuitive nature of the solution and its user-friendly interfaces

• Capability of the bank’s Systems Integration team to manage and act promptly and effectively wherever necessary, reducing potential negative impacts on production

« USING QUADIENT, WE WERE NOT ONLY STRUCK BY THE ROBUST NATURE OF THE TECHNOLOGY BUT ABOVE ALL THE HIGH LEVEL OF SECTOR EXPERTISE AND DETAILED PRODUCT KNOWLEDGE DEMONSTRATED BY THE PROJECT TEAM. ALL OF OUR REQUESTS WERE SATISFIED AND THE PROPOSED STRATEGIES, ORIGINATING FROM THE SOLID EXPERIENCE OF THE COMPANY’S PROFESSIONALS, ALWAYS PROVED EFFECTIVE »

-Luca D’Alessandro, Head of Systems Integration at BPS (SUISSE)

Intuitive platform and flexible customizationFor several years, BPS (SUISSE) had already been using the Enterprise Output Management solution based on Quadient Inspire and customized for its specific requirements. However, this was limited to certain types of customer communication via traditional mail and e-banking. Satisfied with this initial collaboration, the bank decided to import and integrate other key documents organically into the solution, including notifications, contracts and account statements, all previously managed by an internally developed mainframe-based system.

The new project, also developed with Quadient Inspire, guarantees reduced time-to-market due to greater flexibility and the intuitive nature of the entire process. This allows the entire output-management team to work directly on the platform, simultaneously and in parallel, optimizing processes and implementing any new requests with a swift turnaround and in line with business requirements. The complexity and lack of flexibility of the previous solution limited activity to a single user. Now, with Quadient Inspire, the bank’s entire Systems Integration team can simultaneously access and work on this new solution.

Furthermore, on request of the client, the solution has been configured for integration with an automation product already in use at BPS (SUISSE).

Full optimization of time, costs and resourcesOne of the key goals achieved by the project was to reduce the time required to prepare documents. For example, the previous process for generating annual account statements required approximately 48 hours; with Quadient this has been reduced to around two hours. Furthermore, the new solution has introduced checkpoint restart capability if an error arises during data processing, while in the past it was necessary to redo the task from the beginning in the event of a fault.

About BPS (SUISSE)

Banca Popolare di Sondrio S.C.p.A., a cooperative company limited by shares, was founded in 1871 in Sondrio (Italy). In 1991, it opened an office in Lugano, Switzerland. Then, in 1995, Banca Popolare di Sondrio (SUISSE) SA was established under Swiss law as a wholly-owned subsidiary of the parent company.

The current network is composed of 20 offices throughout Switzerland and the Principality of Monaco, in addition to the Direct Banking virtual branch for online access to all banking services in Switzerland.

The bank primarily offers credit-brokering services, portfolio management and trading of securities.

Another fundamental step to reduce turnaround times and increase the quality of communication with customers was the implementation of a debugging and error-management system. Documents with possible issues are now automatically flagged to the Systems Integration team.

The new solution has therefore significantly reduced costs, again by eliminating the use of letterheaded paper. Before switching to Quadient Inspire, it was necessary to replace the letterheaded paper or change the printer every time documents with different logos were required. With the new solution, it is possible to print directly onto blank paper, reducing the risk of human error. In addition, it is now simpler to prepare and send multiple documents in a single envelope (with consequent savings on envelope, postage and shipping costs).

Customizable documents aligned with the bank’s guidelinesOne central goal guiding the project was the desire to convey a customer-focused approach that has always set BPS (SUISSE) apart from its competitors through attention to the aesthetic quality and accessibility of its documents.

A combined effort that also involved the marketing team led to a complete restyling of the templates for the five different document types, which had remained unchanged for several years and appeared outdated. Layouts were developed to fit better with the bank’s corporate identity that has evolved over the years, introducing fresh, up-to-date designs and language. This was performed alongside harmonization of the business logic for the various documents. However, consolidation of shared logic did not undermine the specific features of each individual communication, which were important to maintain.

Quadient Inspire supports BPS (SUISSE) not only for mass communications, but also in interactions with individual customers, responding to requests submitted online or in branches.

About Quadient®Quadient, formerly Neopost, is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment B of Euronext Paris (QDT) and is part of the CAC® Mid & Small index, visit quadient.com.