A large Southeast Asian bank headquartered in Singapore had been using product OT StreamServe V5.6 for many years. With the changing business needs and a rapidly changing environment the bank decided to move to a more robust platform and chose Quadient Inspire as the platform of their choice after evaluating a few other options. The implementation and migration were done across 4 countries in Asia and Southeast Asia including Singapore, Hong Kong, India and Taiwan.
The challenge was to not just migrate the entire CCM system from a legacy system along with over 1700 communication templates, which included ensuring statutory and legal communication compliances as well within those templates. The bank had many disparate templates and old template designs were not complementing the changing customer expectations from the bank.
The solution will enable the bank to create and deliver personalised, compliant customer communications across digital and traditional channels, from one centralised hub.
The solution will also make it possible for organisations to access authoritative data to deliver personalised channel and device-agnostic messages and interactions across every stage of the customer lifecycle. The solution also is future proof and comes with the option of on-premise deployment with future ready flexibility to migrate to cloud and/ or hybrid.
The solution will also help the bank to build a secured yet open customer communication ecosystem to leverage systems and assets across the entire organisations – providing access to data, content and workflows for cross-functional customer communication initiatives.
The simplified users experience of the solution will also empower the business users across the bank improved agility and management of customer communications and interactions, allowing non-technical business users to quickly and easily accomplish tasks to support customer communication strategies. It would further empower the customer support executives and business users to reduce the reliance on IT teams and enable them to directly make changes and control communication with their respective customer(s).
Quadient Inspire’s synchronized omnichannel preview will enables the bank’s customer communications team to review the output in every format (mobile, tablet, web, etc.) for fast approvals and ensure brand consistency and compliance as well.
The migration will also enable the bank to provide enhanced customer communication experience to be able to seamlessly allow customers to choose their preferred mode of receiving communication from the bank. This would also include:
This solution will also empower the bank to move away from the multiple disconnected legacy archives containing mission critical documents of record and historical data to meet GDPR, HIPAA, CCPA regulatory guidelines of quick and easy access of customer data. The Quadient Inspire solution has been specifically designed to handle large output volumes and formats that are typical in customer communication systems including PDF, XML and AFP.
Quadient Inspire Designer, Inspire Content Manager (ICM), Inspire Scaler and Inspire Interactive
The project was delivered in a total tenure of 18 months in a hybrid engagement model. A small team was deployed in onsite while majority of the team was deployed from offshore to make the delivery successful and in the most economical manner. DBP assisted delivery of the project along with Quadient Singapore.
Digital Business People Pte. Ltd. is a technology outsourcing firm helping brands and businesses’ digital transformation with a key focus on omni-channel customer experience and engagement management. Founded in 2018, the company is headquartered in Singapore and has its offshore development centres in India. DBP offers a wide spectrum of solutions that include Customer Communication Management (CCM), Web Content Management (WCMS), Campaign Management, BI & Analytics, Robotic Process Automation, CRM, Application Development and Managed Services, Cloud Deployment and Management Services amongst others. The company believes that both internal and external customers connect, through future ready technology solutions are a critical component of any business. DBP’s services and partnerships are centred around this philosophy. The company has strong partnerships with some leading global companies namely SAP, Quadient, Adobe, Intense Technologies, XpertDoc, Objectif Lune, Sisense, and Dimensional Insight amongst others. DBP has been listed amongst the Top 20 salesforce consultants in Singapore and is also a member of Singapore Fintech Association. Visit https://www.dbp.com.sg for more information.
Quadient 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 belongs to the SBF 120 index. For more information about Quadient, visit quadient.com/connections.