Automated multi-channel communications with Brightside

Highly regulated Insurance broker with over 150,000 customers in the UK. Brightside offer a white label insurance service tailored to the customers brand and specialise in car, van and sports insurance.

Challenges

Document production was very manual, different letterheads & envelopes for each brand - very expensive
100% mail 10% email – duplication of cost, separate process and confusing to customer
Inbound processing manual and time consuming –delays cause risk and unnecessary customer interactions
Too many manual processes – unable to scale efficiently
All initiatives require a 12 month ROI

Objectives

Simplify and automate the outbound comms. process
Migrate to a compliant digital solution
Implement robotics to automate manual repetitive tasks
Automate inbound capture, data extraction and organisation

Benefits – to date

Single production process for all mail– reduce cost, improve experience
Compliant and auditable proof of delivery, with next best action
Robotics implemented on key manual processes –program to add new processes on an ongoing basis
Return mail management – auditable, efficient process