Mortgage lender Northern Rock has signed a document outsourcing and communication services agreement with Xerox, with the aim of optimising its print production-related processes.
The three-year deal will see Xerox take control of the document supply chain from the design and production of transactional and marketing documents to print procurement and fulfilment.
Northern Rock hopes that the platform will enable it to reduce its print-related costs by an average of 25% and by as much as 60% in some areas, the firms said.
Roger Jones, assistant director, customer communications at Northern Rock, said: “Within financial services the accurate and timely delivery of all customer documentation is the lifeblood of our business. Finding an established partner with the technology and expertise to support our most critical document production is key to providing a compliant and efficient customer service. In addition, by streamlining our document processes we can reduce our costs and environmental impact.”
The two companies will also work together to improve Northern Rock’s effectiveness of customer-facing documents. This will include developing the bank’s ‘transpromo’ offerings – where documents can be customised and personalised to individual customers.
“Clarity in terms of the content and format of our customer communication can result in fewer but more relevant enquiries for our branches and call centres. This results in fewer operational costs and more satisfied customers. One of our key objectives is to deliver customer communications across the Company that are straightforward and easy to understand,” said Jones.
