Reimagining Utility Customer Service Through Digital-First Innovation
Background This major state-based water and wastewater service provider delivers services to over 1.5 million households. In 2019, it developed a Customer Strategy built around the core principle of “customer centricity” – understanding the lived experience of customers and designing solutions that enhance it. As part of this strategy, the organisation set out to make […]
Proactive, Digital, Customer-first Home Loan Retention
Background A leading Australian customer-owned bank identified an opportunity to proactively engage customers nearing the end of their fixed-rate home loan terms. The goal was to create a simple, effective digital experience that would encourage customer retention and reduce churn to alternate mortgage providers. Fujifilm DMS partnered with the bank to design and deliver a […]
Automating claims processing using machine learning for document classification and capture
Background A major insurer with a long-standing presence across Australia and New Zealand was faced with a time-sensitive challenge when their incumbent mailroom services provider announced its exit from the market. The organisation, which delivers a range of commercial and personal injury insurance products through multiple well-established brands, needed to quickly secure a new provider […]
Delivering a national survey with speed, scale and security
Background A major national government body launched a high-profile, time-critical public engagement initiative requiring the secure distribution and return of millions of paper-based responses from across the country. With a tight delivery window and high visibility, the objective was to ensure results were collected and processed with accuracy, speed and integrity. Fujifilm DMS was engaged […]
Paper Zero Initiative: Transforming Digital Customer Communications
Background A major Australian financial services provider with over 10 million customers across retail, business and institutional banking identified a strategic opportunity to accelerate its digital transformation initiatives. The goals were to improve customer experience, enhance sustainability by reducing paper communications and drive operational efficiency. As part of this transformation, the organisation partnered with Fujifilm […]