Customer story

Challenger Limited increases the accuracy and personalization of customer communications

With continued growth, investment management firm Challenger Limited has seen the volume of customer communications increase. Because communications are based on pre-defined document templates and reports, increased volumes make offering accurate, personalised communications complex and time-consuming. Working with a selection of boutique funds complicates the process further, requiring multi-branded documents using varying partner logos.

The company needed to overhaul its current system and processes to handle the increased volume in a more efficient, flexible manner.

Challenger had been using a bespoke, in-house document system based on a legacy platform. The correspondence process used 118 letter templates which accessed 803 reusable components (sections of text containing fixed and variable content). Correspondence was then dispatched via post or email. Changes were labour-intensive and complex, taking more than two weeks to implement. Branding for independent fund managers, maintained by way of preprinted letterheads or branded templates for email, was difficult on the outmoded system.