RSA Insurance provides a range of general insurance products across the UK & Ireland and faced some key challenges in their back office processing and customer communications.
Mail Metrics was appointed by RSA in mid-2015, following an extensive competitive tender process to outsource its back office services and support; namely post (inbound and outbound), print (system and non-system), scanning and indexing.
Mail Metrics presented RSA with the most relevant, flexible and competitive proposal in line with RSA’s objectives. This project was a large undertaking involving moving from an in-house model to a fully-outsourced solution as well as transitioning from an incumbent supplier.
RSA & Mail Metrics worked together to automate and digitise back-office processing of customer communications with significant benefits, including:
99.85% SLA compliance rate across all documents.
40% reduction in postal costs.
Ongoing migration from paper to digital delivering better policyholder experience and reduced operational costs.
"From the outset, the planning and management of the programme was of a high standard and Nick and his team demonstrated great flexibility in their approach to working with RSA. It can be said that while complex, from an internal customer point of view, the transition was smooth and the hands-on, resolution-focused commitment to delivery from Mail Metrics can only be commended."