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Imprimus Case Study

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The Challenge

Each year Imprimus help their customers to issue many thousands of FCA regulated documents to consumers; these communications update customers on the performance of their investments or detail other confidential or transactional financial information.

The communications include bi-annual Valuation Statements as well as other ongoing communications throughout the year such as Contract Notes and Corporate Actions. These are critical communications and it is essential they are sent and delivered on time to meet FCA regulations.

Imprimus were looking to partner with a digital document specialist with the necessary data security accreditations and experience to support an outsourced digital mailroom and scanning service.

The Solution

Imprimus awarded Restore Digital a contract to help deliver an outsourced digital mailroom.

Imprimus uses its own unique camera system - SRM (Simply Reliable Mailing) - this guarantees the highest levels of data integrity. If the system identifies an error, misfeed or duplication the enclosing machinery is immediately halted so that remedial action can be taken. This ensures no despatches contain the wrong documents or are sent to the wrong customer.

Imprimus has also introduced a number of mail merge and postal optimisation measures to save money and improve the customer experience. They explain, “Previously, if a customer made more than one transaction in the same day, we would have to send them several separate Contract Notes. Now, Imprimus merges these documents into a single mailer so we only have to send a single envelope. We can also combine marketing literature with other communications rather than having to send these separately and incur further costs.”

The Solution

Imprimus customer Hargreaves Lansdown goes on to explain, “Imprimus has helped us make significant postage savings by using Customer Bar Codes - symbols that can be easily scanned at high speed by a machine to facilitate sortation.”

In addition to the printed documents, Imprimus provides a digital version of each item to an electronic archive in Hargreaves Lansdown’s client servicing department. These are used for reference if customer advisors receive any enquiries and are also sent to customers who prefer to receive paper statements.

The Result

“Working with Imprimus has given us the scalability to issue an increasing amount of customer literature as our business has grown whilst keeping costs down. As experts in the area they have been able to advise on ways to save money and we have found working with them far more efficient than handling the work ourselves.

“Ultimately we need to maintain the relationship between ourselves and our customers, so it is important that no personal details are compromised and documents must be delivered on time - if a customer buys shares they absolutely need to have the information from us within a certain timeframe.

“Imprimus has been able to meet all these requirements and are also flexible and able to fulfil new requirements at short notice. Our Corporate Actions are ad hoc but can occur with little notice at any time; Imprimus is always quick to turn these around.

“We have an excellent relationship with Imprimus, we are not their biggest client but they treat us as if we are just as important.”

The Future

Hargreaves Lansdown is already using modern and up to date manufacturing technologies for document production including digital colour for high worth valuation statements. The company is looking into the more wide spread use of this technology in the future as it seeks to improve the presentation of investment performance communications. This technology also allows for the introduction of transpromo document designs - the inclusion of 1-2-1 personalised marketing on transactional communications.

Business Sector
Communications


Organisation
Imprimus


About

Imprimus have been helping the UK’s most trusted brands get more from their customer communications since 1988. Amongst their prestigious list of customers are some of the UK’s leading financial services providers and asset management specialists.

They required an experienced digital document specialist partner with the necessary data security accreditations to support an outsourced digital mailroom and scanning service.


The review

“Working with Imprimus has given us the scalability to issue increasing amounts of customer literature whilst keeping costs down.”


Original Business Drivers Imprimus

  • Partnering with a Digital Document Specialist
  • Efficiency Gains and Cost Savings
  • Data Integrity and Security
  • Enhanced Operational Efficiencies
  • Scalability to Increase Business Output
  • Improved Customer Experience

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“It is important that no personal details are compromised and documents must be delivered on time - if a customer buys shares they need to receive information within a certain timeframe.

Imprimus has been able to meet all these requirements and are also flexible and able to fulfil new requirements at short notice. Our Corporate Actions are ad hoc but can occur with little notice at any time; Imprimus is always quick to turn these around.”