Overview With continued growth, investment management firm Challenger Limited has seen the volume of customer communications increase. Because communications are based on pre-defined document templates and reports, increased volumes make offering accurate, personalised communications complex and time-consuming. Working with a selection of boutique funds complicates the process further, requiring multi- branded documents using varying partner logos. The company needed to overhaul its current system and processes to handle the increased volume in a more efficient, flexible manner. Business challenge Challenger had been using a bespoke, in-house document system based on a legacy platform. The correspondence process used 118 letter templates which accessed 803 reusable compone

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