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Prudential speeds up document processing

Financial services company Prudential UK has updated its document generation process to cut the time it takes to generate customer correspondence and help them meet industry regulations.

Financial services company Prudential UK has updated its document generation process to cut the time it takes to generate customer correspondence and help them meet industry regulations.

The company is implementing software from Thunderhead to enable it to manage customer communications across various channels such as voice, mail and the web.

Prudential has already reduced the number of document templates it uses and has speeded up and cut the cost of changing them through migrating them to Thunderhead.

"Thunderhead has allowed us to take control of customer communications across all channels," said Janet Hambly, document manager at Prudential. "New requirements, new regulations and business as usual changes can now be performed in days rather than months without us being dependent upon IT."

The IT department had to update templates in line with changing Financial Services Authority (FSA) regulations such as Treating Customers Fairly (TCF) regulation, which requires organisations to provide consumers with clear information before, during and after the point of sale.

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