ABN AMRO Global Banking Group: Delivering Highly Personalized Letters
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ABN AMRO is a holding company with subsidiaries that perform commercial banking operations, investment banking and other related financial activities. To improve efficiency, ABN AMRO wanted to create an infrastructure to quickly and flexibly generate and control document output.
The Challenge
Dynamic Commercial Environment
In this dynamic commercial environment, ABN AMRO documents continuously require updates. The company’s change process required 40 hours of IT resources to change a document. Their procedure meant lead times of up to two weeks.
Multiple Document Types
ABN AMRO prints 700,000 bank statements a day. About 5,000 different document types — including letters, policies, contracts and advertising brochures — are sent to customers every day, originating from 12 business units.
The Solution
Document Output Infrastructure
Group 1, Tridion, and Document Dialog teamed up to create an infrastructure for ABN AMRO to quickly and flexibly generate and control its document output.
Integrated Systems
The result was a full-fledged integration of the Tridion content management system and Group 1’s DOC1® system for document output. The integration enables business users to create and change documents themselves.
New Self-Reliant Process
The content of the documents is now separated into different business elements, with business logic and letter content maintained separately. Content is generated and data is supplied by the business applications. The data gets enriched with customer data — name, address and related branch data. Once the document is approved, data from the business applications is used, and a preview document is generated.
The Benefit
Higher Efficiency, Reduced Time to Market
Several document types, including smaller volumes, can be combined into a single run for higher efficiency. Development time for new documents is drastically reduced now that business users can do the work without IT involvement.
Return on Investment
The investments in the Tridion and DOC1 integration have been quickly recouped.
Customer Satisfaction
ABN AMRO’s individual business units have a better understanding of all messages sent to their customers. Unnecessary or illogical messages are minimized, while brand and messaging consistency is assured.
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