Case Study

Ricoh’s DocuHub helps bank improve customer centricity

Objectives

• Enhanceaccuracyandappearance

• Reinforceregulatorycompliance

• Improveemployeeproductivity

• Reduceprocessingcosts

• Streamlinedocumentworkflows

Results

• Automateddocumentcomposition

• Adherencetocorporatestandards

• Previewandvalidationofdocuments

• Cost-optimisedmulti-channeldelivery

• Real-timetracking

Ricoh’s financial services DocuHub is used by Crédit Mutuel Arkéa to communicate with its customers. The centralised resource is used to compile and distribute financial documents that are professionally presented, 100% accurate and compliant with regulatory standards.

CréditMutuelArkéaisacooperativebankingandinsurancecompany.ItcomprisestheCréditMutueldeBretagne,CréditMutuelduSud-OuestandCréditMutuelduMassifCentralfederationsaswellas20specializedsubsidiaries.

Accurateandtimelycustomercommunicationiscriticaltothedeliveryofitsbankingandinsuranceservices.Thegroupgeneratesmorethan100millioncustomer-facingdocumentseveryyear,manyofwhichwereprocessedatbranchlevel.

FinancialservicesDocuHub

Localprocessingreducedthetimethatbankofficialswereabletospendwithcustomersandmadeitdifficultforthebanktocomplywithbrandandregulatorystandards.Thegroupwaskeentoimprovecustomercentricitybycentralisingdocumentprocesses.

RicohdevelopedacentralisedDocuHubforthebankinggroup.Accessedviaawebportal,theDocuHubisusedbybranchemployeestogenerateaccurateandcompliantcustomer-facingdocuments.Thesystemautomatesthecommunicationprocessandprovidesreal-timecontrol.

Ricoh’ssolutionhastransformedthebank’sdocumentworkflow.Autonomousprocesseshavebeenreplacedwithasingleintegratedsystem.Thevirtualisedsolutionhasautomateddocumentproduction,improvingcorebusinessproductivityanddrivingbettercustomercentricity.

Muchofthebank’scommunicationisnowchannelledthroughtheDocuHub.Customersreceivedocumentsearlierinthebusinesscycle.Centralisedprocessinghaseliminatedcostandestablishedcontrol.Theauditableprocessisflexible,compliantandtraceable.

1-RicohDocuHubhelpsbankenhancecustomercentricity

Crédit Mutuel Arkéa

Copyright©2013SimonCohen

Virtualdocumentfactory

DocuHubisavirtualdocumentfactorywhichenablesbankemployeestocreateanddistributeneatlycompositeddocuments.Customer-facingdocumentsareautomaticallyenrichedandvalidatedtoensuretheyareaccurateandcomplywithcorporateandregulatorystandards.

Letters,proposalsandcontractsaregeneratedaccordingtopredefinedrules.Customers’namesandaddressesare,forexample,automaticallyvalidatedandprintedonthefirstpageofadocumentset,andadditionalcomponents,suchastermsandconditions,areautomaticallyappended.

Theneatlycompositeddocumentsareprocessedcentrallyanddistributedaccordingtothepreferreddeliverychannel.Deliverychannelsincludeprintandmail,emailandweb.Electroniccopiescanbeviewedbytheoriginatorandthedocument’sproductionstatuscanbetrackedinrealtime.

DocuHubcontrolstheworkflowwithinthebank’scentraliseddatacentre.Paper-baseddocumentsaremailsorted,printed,insertedintobarcodedenvelopesandfrankedtospeedtheproductionprocessandallowthebanktotakeadvantageofdiscountedpostalrates.

Therearesignificantcostbenefitsassociatedwithcentralisedproduction.Mailoptimisedprocessingandmulti-channeldeliveryhascutpostalcostsbymorethan20%.Printcostshavefallentoo,withmoredocumentsprintedusingcost-efficient,productionsystems.

2-RicohDocuHubhelpsbankenhancecustomercentricity

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Solution

• FinancialServicesDocuHub

• Documentcreationandcontrol

• Single-piecemailworkflow

• Multi-channeldelivery

• Real-timetracking

Benefits

• Acceleratedbusinesscycle

• Bettercorebusinessproductivity

• Heightenedcustomercentricity

• Compliancewithstandards

• Significantcostsavings

The simple web-based interface is used to generate professionally presented documents. The integrated solution has increased core business productivity and improved customer centricity. It is also saving the bank money”

CréditMutuelArkéa

Copyright©2013SimonCohen