Global European Bank

Banking

How a global European leader in banking and financial services cut costs and transformed customer communications

The personal finance arm of a multinational bank, with over 50 years of consumer finance experience and 4 million customers, partnered with Mail Metrics to modernise its customer communications.

By embracing digital transformation, the bank streamlined processes, reduced costs, and significantly increased paperless adoption – all while ensuring compliance and a better customer experience.

The Problem:

The bank had already taken steps towards going paperless, but their communication processes were fragmented. A mix of technologies and suppliers created inefficiencies, while limited auditability made compliance harder to manage. The bank needed a more streamlined, controlled, and scalable solution that would both reduce costs and improve the customer journey.

How we helped:

Mail Metrics worked with the bank to centralise and digitise their communication channels. Using content management tools, plus email, SMS, and hybrid mail solutions, the bank was able to reduce back-office print volumes and optimise the distribution of letters. The new system provided a fully auditable communication trail and tighter brand compliance, while reducing reliance on manual, localised printing.

“80% (4 million) of the bank's statements are now paperless”

The Results:

The transformation delivered real impact.

Today, 80% of the bank's customer statements are paperless, a shift that alone generates £800,000 in annual savings on print and postage. Optimising letter distribution has unlocked a further £200,000 in yearly savings, while cutting down on localised office printing has freed up staff time and resources.

Together, these changes have lowered costs, improved efficiency, and created a seamless experience for millions of customers.

80%

paperless adoption

customers supported

£1m

annual savings