Case Studies
download examples of FTS's depth of knowlegde and experience...
The following suite of case studies represents a cross section of FST's depth of knowledge and experience. They demonstrate our accurate and on time delivery of a broad range of communication solutions ranging from high-volume transactional to low-volume and highly complex customer interactions. All case studies relate to customer communication projects for blue-chip companies within the financial services sector, where FST's services have delivered immediate value and sustainable cost reduction from our leading edge technology solutions.
The projects have involved large scale and intense project management demands from a service and technology/IT perspective. FST has been in a leadership position in helping build the core systems and providing the outsource service for high and low volume complex transactional documents.
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Intelligent Finance Telnet Bank - Start-up Project Management and Outsourced Service
FST was engaged from initial concept to the launch of a new bank and banking proposition all within a nine-month period. The project management demands were highly intense, with aggressive targets set from a timing, technology and servicing perspective. This start-up presented numerous project management challenges and disciplines from systems architecture, integration technologies, pack and document construction methodologies to document production and despatch. All were required to ensure that the complexity within the product offering from mortgages, loans, savings, and current accounts to credit cards could be simply articulated to the end customer in a timely manner at an acceptable cost.
Bright Grey New Application Process - Start-up Project Management and Outsource Service
The business proposition brought to market by Bright Grey, a division of Royal London Group, was centred on the launch of a new brand and product offering within the lifestyle protection market. Traditional lead-times to complete applications associated with these products were benchmarked at 28 days - Bright Grey were targeting 7. For FST this was another large-scale outsource and I.T. integration project involving the implementation of innovative software components. The required speed within this particular process could simply not be achieved by utilising traditional technologies and fulfilment processes. FST were pivotal in integrating the internal systems within Bright Grey and in providing the business with an agile delivery platform to handle both their system generated and ad-hoc documentation requirements.
Internet Credit Card Application Processes - Multiple Brand Additions on Same Platform
FST were invited to review and redesign an on-line credit card application process for a major blue-chip retail bank. Leveraging the product personalisation capability inherent within FST's document and pack construction and distribution platform, FST were able to provide this bank with a simplified process capable of handling multiple affinity brands at minimal cost. An 8-stage business process was reduced to a 5-stage one, a 75% reduction in the costs associated with adding additional brands was delivered, and an agile change process that allows the marketers the flexibility to make changes without the usual IT constraints.
IFA Sales & Marketing Portal - Differentiated High Value Product Streaming and Extra Service
Prior to the development of the IFA Portal, Standard Life were operating a manual marketing and registration process to support their IFA's - a time consuming and costly process. Their solution could not scale-up to meet the expectations of this essential channel partner network. To address these issues, FST redesigned the process, basing the IFA access and interaction around a simple-to-use web portal. This also provided Standard Life with real-time on-line feedback to allow them to proactively manage activity. The achievements realised were a 48% increase in IFA registration coupled with an 86% reduction in print cost, enhanced IFA feedback and a 66% reduction in the internal administration costs.