Docuflex, a consumer communications management service, aims to automate the design, production, management, delivery and archival of all essential customer communications from a central repository. It is also hoped that the deal will enable the building society to communicate with customers via current and emerging electronic channels.
Yorkshire Building Society was seeing an increase in the volume and complexity of documents it needed to deliver to customers. It needed a system that would enable company-wide standardisation of document production and archiving, as well as providing a reduction in the amount of duplicated documents and costs.
Sean Caine, strategy and enterprise architecture manager, Yorkshire Building Society, said: Customer correspondence has become a very complex area, and our decision to improve the automation of our processes is a reflection of that change. The huge volume of correspondence, along with the need to make frequent and costly changes to templates, hastened our decision.
The deal will enable staff at the building society to create centrally controlled templates based on a variety of rules. The templates will enable staff to make any changes necessary and control content, branding, and other aspects such as personalised services and delivery.
Caine said: The production of a large percentage of the Society’s documents is currently handled by the IT department, requiring highly skilled personnel on the one hand, whilst on the other removing this process from the actual back-office staff. Skywire Software will enable us to return document design and fulfilment to the business and marketing teams where it belongs, whilst refocusing the IT teams on what they should be doing. There is no doubt that this solution will deliver a critical competitive advantage in the marketplace.
It is hoped the new software will enable the company to reduce document production time, improving staff productivity and customer service.