How one customer communications service provider accelerated change by transforming document change management CHALLENGE Glacial document change process A major UK customer communications service provider was feeling pressure from clients who wanted greater control and efficiency in managing routine changes to their printed and electronic communications. For one of its largest clients, a global insurance carrier offering white label products to UK financial services companies, even a simple change to a telephone number, signature or logo took months to complete. The insurer’s complex collection of software and systems—and its reliance on IT—created enormous bottlenecks when modifying, proofing and testing modified communications to support its auto, home, and other personal ins

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