Insurance firm Standard Life has contracted with UK-based edotech for the production, management and delivery of its document-based customer communications.
The deal covers the annual statement mailing to 1.5 million customers, additional monthly statements for another 1 million customers and the delivery of duplicate statements for independent financial advisors (IFAs).
David Grant, customer service manager, Standard Life, says the firm is outsourcing documant management processes for the first time: "For many of our customers the annual statement is the most important direct communication we have with them. It is absolutely fundamental to our business that we get it right."
The services will be providied by edotech's facilities in Tewksbury and Gatehead. The vendor says it has introduced a colour highlighting system that increases the user-friendliness of the statements, and has also developed an application for sending duplicate statements to IFAs on compact disc (CD).
The first mailings under the agreement went ahead in February and March this year.
Edotech claims it now produces 10 per cent of all UK financial services customer communications handled by The Royal Mail. The vendor was an in-house services provider for Barclays Group prior to an MBO in 2000.