RSA’s journey to digital efficiency

RSA was managing a significant volume of inbound and outbound documentation, emails, and correspondence across several locations, but processes were 100% paper-based. End-of-life equipment and restrictive legacy systems created inefficiencies, compliance risks, and heavy reliance on manual processing.

Policyholder documentation needed to be managed securely, but there was no single, compliant system to unify communications across channels.

We delivered a full end-to-end outsourced solution, becoming the “engine” of RSA’s multi-channel communication strategy. The transformation involved consolidating in-house operations across three geographic locations into a single, unified platform.

We managed the mailing of sensitive insurance communications such as renewals and claims, while also digitising inbound mail to create a paperless office.

The programme ensured track and trace across both postal and digital channels, tightened compliance, and created the foundations for a long-term shift to digital-first communications.