1. Case Study
A Central Platform For P&N Bank
To Manage Their
Customer Communications
Doc-U-HubDocument Management System

2. Case Study
BACKGROUND
P&N Bank is the largest Mutual Bank owned
and managed in Western Australia. P&N Bank
provides retail banking services and products
including transactional and lending products,
insurance and financial planning services.
With over 100,000 members, the company
is always seeking to improve the member
experience while implementing volume
scalable solutions to allow for growth and
cost benefits.
P&N Bank’s plan was to simplify and improve
back end processes to provide improved
compliance, brand integrity and content control.
This in turn would enhance the banks business
performance by leveraging on technology to
improve the member experience and grow the
member base.
In March 2014, Zipform Digital met with
the P&N team to observe, and gain a better
understanding of, the existing internal ad-hoc
letter mailing process of the company.
The intention was to identify a solution
that would address the requirements of
Management in relation to document control,
maintenance of brand integrity, response
times, member experience and productivity.
In particular, the aim was to develop
a system which would achieve the
following objectives:
ƒƒ To have a centralized system accessible by
P&NBankstaffwithvariouslevelsofauthority
to create and send letter to members
ƒƒ To have improved version control/compliance
ƒƒ Visibility and storage of all documents or
letters sent to members
ƒƒ Flexible change control system to make
changes/additions to templates and or
content
ƒƒ To provide enhanced response to members
and improve the member experience
ƒƒ To maximize staff productivity through
best practices and automation
ƒƒ To simplify existing processes across
departments
ƒƒ To ensure team members were engaged
with value add activities

3. Case Study
THE SOLUTION
Zipform engaged with P&N on site to gain
a deeper understanding of requirements in
order to provide back a comprehensive ROI, for
a designed and purpose built system to address
the desired objectives, which would eventually
emerge as a Customer Letter Portal – developed
on Zipform’s Doc-U-Hub platform.
The Customer Letter Portal allows the P&N
Bank team to concurrently process ad hoc
and bulk letters to their members offering not
only the ability to unify processes across several
departments, divisions and/or branches, but also
provides Compliance, Brand Integrity, Change
Management, Visibility and Online Archive.
All achieved through a secure platform.
Other key features of this purpose built portal
include:
ƒƒ Log in and user authentication
ƒƒ Hierarchy user access control
ƒƒ Wizard interface, step by step processing
for ease of use and control
ƒƒ Preview function
ƒƒ Data verification
ƒƒ Template library identification control
ƒƒ Archival of all documents
ƒƒ Pending documents and archive intuitive
search
ƒƒ Production reporting
ƒƒ User reporting
ƒƒ Create
Authorised users:
• upload data files
to send bulk mail
• create ad-hoc letters.
Letter Portal
Processing
Engine.
Letters are
processed and
stored in
pending folder
for batch
processing.
Letters are printed
on full-colour
high-speed
inkjet printer.
Letters are
lodged with
Australia Post.
Letters are
inserted using
a high-speed
mail machine.
Letters are securely
archived online.
Authorised
users can search
letters via portal.
Letter Portal Workflow
Letters are batched
for distribution
through print
and mail or email.
Through a managed workflow, an authenticated
user of the portal has the ability to create
documents on the fly and send via print and mail
(with the future enhancements allowing digital
channels). Letter templates are pre-determined
by user access level and account type,
mandatory variable values are required to be
populated and a preview is generated in real
time. Once processed, the document is queued
for distribution at regular intervals and batched
to achieve bulk discounts.

4. Case Study
‘‘
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View & Search
All files which are processed are held in a
pending folder for reviewing. Allowing the ability
to delete before sending and an opportunity
to re-process. Once files are processed and
distributed, they are automatically available
through an online archive system with several
search parameters.
Reporting
Reporting is available to track the activity of
documents, the volumes being sent, the user
sending them and when they were sent. This
production report allows for changes to be
made to the Portal whether it be removal of,
update to or the addition of letter templates.
Change Management
Through a dedicated Change Management
Portal (CMP) authorized staff at P&N Bank can
initiate changes 24/7/365. All changes requested
are reviewed, assessed and responded to.
From the point of the initial change request, to
development, to testing and implementation
and deployment, the portal will provide an end
to end report enabling tractability throughout.
Implementation
Development of the system from design through
to implementation took 4 months. The approved
system was launched in August 2015.
The implementation process was controlled
by our project manager, who worked closely
with the key stakeholders at P&N Bank to
ensure smooth communications and delivery
of requirements.
THE RESULTS:
P&N Bank’s volume of letters produced has
reduced from over 26,000 per month to just
over 5,000 internally with a continual focus on
other communications to be implemented. In
addition, the letters have been archived and
stored for immediate access by our frontline
teams improving member responses and our
member experience.
Internal feedback has been positive with
frontline team members saying how easy
the system was to use and the ability to
view member’s correspondence, without
the need to ask various queries as to what
correspondence the member is querying.
Providing a cohesive and professional service
to our members.
I felt that the team at Zipform collaborated and
supported the P&N Bank team throughout the
project and well into the warranty period. As
with all implementations of bespoke products
there were challenges which arose, however the
collaborations between Zipform and P&N Bank
resolved these minor issues and the technical
team at Zipform were easily accessible and
knowledgeable on requirements.
Colette Bedwell
- Manager Operations Implementations
For more information, please contact
Zipform Digital
sales@zipform.com.au
08 9232 0192
zipformdigital.com.au