AIIM helped a leading Canadian financial institution replace fragmented, manual communication processes with a centralized and automated approach for managing statements, confirmations, tax slips, cheques, welcome packages and other high-stakes customer communications.
Rather than defaulting to print or digital, the solution allowed the institution to use the medium best suited to each communication, customer requirement and business outcome.
The result was a 36% improvement in speed to market, a 40% reduction in operating costs and greater control over secure print and digital communications.
The Challenge
The institution managed a complex mix of high-volume transactional communications across multiple departments, systems and workflows.
Its existing processes created several challenges.
Limited business agility
Even minor content changes often required IT or developer involvement. This made it difficult to respond quickly to regulatory updates, market changes and customer communication needs.
Fragmented workflows and limited visibility
Print and digital communications were managed through separate processes, making it difficult to maintain centralized oversight, coordinate activity and resolve issues quickly.
Manual reconciliation and reporting
Data validation, reconciliation, auditing and reporting required significant manual effort. This increased processing time, administrative cost and operational risk.
Strict security and compliance requirements
The institution needed a secure, SOC 2-compliant environment capable of supporting sensitive financial data, controlled workflows and audit-ready reporting.
Channel decisions made by process, not outcome
Communications were often delivered through the channel supported by the existing workflow rather than the medium best suited to the customer, communication type, cost and required outcome.
The AIIM Solution
AIIM implemented a centralized, automated customer communication solution that connected planning, content control, production, delivery and reporting within one coordinated workflow.
This gave the institution the ability to manage secure print and digital communications based on the needs of each communication, rather than following a print-first or digital-first model.
Greater control for business users
Authorized business users could update approved messaging without requiring routine developer support.
Controlled templates and approval workflows maintained governance while allowing communication changes to move forward more quickly.
Automated communication workflows
Document preparation, validation, approvals, production and delivery were coordinated through automated workflows.
This reduced manual handling, accelerated turnaround and improved consistency across recurring and ad hoc communications.
Centralized visibility
A centralized dashboard provided real-time visibility into job status, production activity, delivery progress and workflow exceptions.
Teams could identify issues earlier, investigate exceptions and monitor critical communications from one controlled environment.
Automated validation and audit-ready reporting
Built-in controls supported data validation, reconciliation and reporting throughout the communication lifecycle.
Automated reporting reduced administrative effort and made it easier to prepare for internal reviews, compliance requirements and audits.
Coordinated print and digital delivery
The solution supported both secure print and digital delivery.
Rather than treating digital migration as the objective, the institution could select the appropriate medium based on customer preference, communication type, urgency, security, cost and expected outcome.
Eligible documents could be delivered digitally for speed and efficiency, while print remained available when physical delivery, customer preference, attention or regulatory requirements made it the better choice.
Reduced dependence on custom development
Standardized workflows and controlled business-user tools reduced the need for ongoing custom development and manual administration.
This lowered operating costs while improving scalability, flexibility and speed.
Measurable Results
36% faster speed to market
Statements, notices, tax documents, confirmations and other critical communications could be prepared, approved and delivered significantly faster.
40% reduction in operating costs
The institution reduced production, administration and development costs while gaining greater control over its communication workflows.
Improved visibility and oversight
Business and operational teams gained a clearer view of print and digital jobs, production status, delivery activity and workflow exceptions.
Simplified reconciliation and compliance
Automated validation, reporting and audit controls reduced manual effort and shortened compliance preparation.
Greater business agility
Authorized users could make approved communication changes more quickly without waiting for routine IT or developer support.
Better channel flexibility
The institution could use print, digital delivery or a combination of both based on the communication, customer and desired outcome.
The Outcome
By replacing fragmented processes with a coordinated and automated communication model, the institution was able to:
- Put greater control in the hands of authorized business users
- Reduce reliance on IT and development resources
- Improve speed, accuracy and operational visibility
- Simplify reconciliation, reporting and compliance preparation
- Reduce operating costs by 40%
- Deliver secure communications across print and digital channels
- Select the medium best suited to each communication and customer outcome
The result was a more agile, scalable and controlled transactional communication program built for the requirements of a regulated financial institution.