Transforming banking communications

 Project Objectives

As the largest WA owned Mutual Bank, P&N Bank provides retail banking services and products to over 100,000 members.

The aim was to develop a technology solution to achieve:

• Centralised system with staff authority levels to create & send letters to members

• Improve version control/compliance

• Visibility & storage of all documents & letters sent to members

• Flexible change control system to revise templates & content

• Enhance responses to members & improve member experience

• Maximise staff productivity with automation & best practices

• Simplify existing processes across departments

• Ensure team member engagement with value add activities

Solution Outcomes

Zipform Digital designed and built a system to address the objectives, leading to a Customer Letter Portal, (CLP) developed on our Doc-U-Hub platform.

The CLP allows P&N Bank to concurrently process ad hoc and bulk member letters with the ability to unify processes across multiple departments, divisions and branches. Plus, it provides Compliance, Brand Integrity, Change Management, Visibility and Online Archiving all via a secure platform. 

Other key features of the portal include:

• Login & user authentication

• Hierarchy user access control

• Step by step processing for ease of use & control

• Preview function

• Data verification

• Template library identification control

• Archival of all documents

• Pending documents & archive intuitive search

• Production & user reporting