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 DMS to implement a series of innovative solutions aimed at transitioning customers to secure digital communications channels.
Discovery & solution design
The organisation sought to streamline how institutional clients delivered remittance advices to beneficiaries. Fujifilm DMS deployed the SecureLink platform — a secure digital delivery solution enabling beneficiaries to access remittance documents online via a unique link authenticated by a One Time Passcode (OTP).
The SecureLink implementation included:
- Expiry of access links after 60 days if not accessed
- Automated reporting on unaccessed documents
- Blocking links after three failed OTP attempts
- Failover from email/SMS to alternate delivery channels where required
This solution now delivers over 2.8 million digital remittance notices annually, driving savings of more than $3.4 million in postage costs.
Digital Statement Archive for Business Clients
For corporate banking customers without access to traditional internet banking platforms, Fujifilm DMS implemented a secure online statement archive.
Key features included:
- Self-service registration with OTP authentication
- Ability to search and download historical statements
- Separate branding for each sub-brand
- Secure access provisioned through a Fujifilm DMS-hosted content management platform
The solution helped transition thousands of corporate clients from paper to digital, significantly reducing operational costs and improving customer satisfaction.
Digital statements for retail customers
A large cohort of retail customers who were not enrolled in online banking continued to receive paper statements. Fujifilm DMS delivered a two-part solution:
- An interactive opt-out campaign inviting customers to transition to digital statements
- Digital statement delivery via our SecureLink solution with OTP-secured access
The outcomes included
- Enrolling over 225,000 customers into digital statements
- 95% eStatement adoption
- 15% increase in digital uptake
- Exceptionally low enquiry rates (0.14%) and zero customer complaints
This shift also helped significantly reduce print and mailing costs while meeting sustainability targets.
National Change of Address (NCOA) suppression
To ensure mail was not sent to outdated or incorrect addresses, Fujifilm DMS implemented NCOA suppression services. Each customer address was validated against national postal change data.
Key outcomes & results at a glance
- Suppression of over 400,000 printed statements annually
- Approximate savings of half a million dollars in postage costs
- Improved data hygiene and customer communication accuracy
- +225,000 customers transitioned to digital
- Over 2.8 million secure documents delivered annually
- Significant reduction in print, mail and handling costs
- Measurable gains in customer satisfaction and retention
