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By delivering an end-to-end transactional and marketing communications workflow and single composition platform, a large retirement services provider reached their goal of being a market leader in omni-channel communications while cutting costs by 30 percent.
One of our large retirement services clients had an “a-ha” experience as they were seeking to be a leader in customer experience (CX). After they conducted their own evaluation to assess their then-current communications workflow, they felt there were gaps in their understanding of the workflow and also in defining solution requirements to achieve a more focused CX and omni-channel platform.
Our team conducted a thorough detailed assessment; we identified how the people, process and technologies were interrelated as part of an overall communications ecosystem. We looked at the process flows in various lines of business, applications, platforms and output – basically, the whole document value chain. We identified where content resided, as well as internal and external integrations, dependencies and resources utilized throughout the workflow. We then looked at the areas with the most opportunity for impact as we developed their transformational roadmap.
Ultimately, we recommended removing legacy software and identifying providers that could deliver a single composition omni-channel structure. We implemented a common platform and broke down the internal silos between marketing and operations. We introduced a process that simplified the platforms and workflows, plus we removed manual touches, reduced the number of vendors and streamlined the overall customer communications process – and that enabled them to reach their goal of being a customer experience leader while reducing costs by 30 percent.