News & Events
FORTUNE 100 Financial Services Firm Saves More Than $20 Million Using Document Sciences' xPression
9/11/2006, 8:00AM ET
Solution reduces per-correspondence costs by more than 95%
CARLSBAD, CA (September 11, 2006) -- Document Sciences Corporation (NASDAQ: DOCX), a global leader in providing customer communications management solutions, announced today that one of the world's largest financial services firms has experienced significant cost-savings and operational efficiencies as a result of implementing its award-winning xPression® software suite. The FORTUNE 100 firm offers a diverse range of financial products and services, and uses xPression to design and create high volumes of personalized customer correspondence for delivery via multiple delivery channels throughout its various lines of business.
Prior to selecting Document Sciences, the firm utilized a variety of internally developed systems for generating correspondence, yet struggled with a number of limitations related to producing high volume documents in real time and for email delivery, as well as other performance related issues.
Faced with an increasing demand to communicate with customers through high quality correspondence, the firm required a comprehensive customer communications management solution. Since implementing Document Sciences software and services, the company has increased production volume from 40,000 print-only letters per month to more than 11 million letters per month for distribution via print and email.
Built upon an open, standards-based J2EE architecture, xPression enables organizations to generate personalized and customized customer communications from a single platform. Highly flexible, scalable and secure, xPression delivers personalized and customized communications such as policies, contracts, correspondence, statements and marketing collateral for distribution via print, email and the Web, in both real time and high volume batch processing.
By implementing xPression, the firm was able to successfully standardize its processes for designing, composing and generating a variety of customer correspondence applications onto one platform, eliminating its reliance upon IT for the development of rules management, correspondence layouts and document templates. In addition to improving time-to-market, xPression has enabled the firm to support major increases in document production volumes, retire existing, outdated correspondence systems, and implement a number of process improvements.
After implementing xPression, the firm has reported the following measurable results and improvements:
- A reduction in per-correspondence generation costs, from 43 cents to 1 cent (excluding postage).
- Total savings of $20 million in maintenance, systems and application development costs.
- Faster customer service response with real time and just-in-time email communications, as well as interactive correspondence capabilities.
- A reduction in customer service costs by using email correspondence to promote the firm's web site for information rather than its customer service center.
- An increase in customer touchpoints by using email alerts and reminders versus paper-based documents when appropriate.
"As a result of implementing xPression, our client has attained a level of customer experience and correspondence quality that was not possible previously," says Hakan Akbas, Chief Marketing Officer and Sr. Vice President for Document Sciences. "The measurable cost reduction and productivity that the firm is achieving with our xPression software and award-winning services are a reflection of our continued commitment to developing complete solutions that enable global financial services institutions to improve the customer experience through consistent, relevant and cost-effective customer communications."
To request a case study detailing how Document Sciences impacted this company's business performance and enterprise correspondence processes, visit www.docscience.com/fincasestudy.
About Document Sciences
Document Sciences is a market-leading global solutions provider for customer communications management. Our award-winning xPression software suite enables organizations to automate the creation and delivery of well-designed, highly personalized communications -- from contracts, policies and high-volume relationship statements, to customized marketing collaterals and correspondence. More than 500 content-driven organizations worldwide, including over 60 FORTUNE Global 500 companies, use Document Sciences' solutions to reduce development costs by up to 90%, improve time-to-revenue by as much as 75%, and enhance the overall customer experience with highly effective 1:1 communications. Based in Carlsbad, California, with award-winning offshore services operations in Beijing, China and offices across the U.S. and in London, Document Sciences also markets its products in Europe, Australia, Canada, New Zealand, Latin America and Asia. For more information about Document Sciences Corporation, call 888.4.DOC.SCI or visit www.docscience.com.
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