Customer Loyalty & Profitability Gains – Thunderhead
Thunderhead increases profitability and improves customer loyalty through the delivery of personalized, multi-channel communications across retail banking, cards, loans and insurance products. For its retail finance customers, Thunderhead focuses on the automation of all documentation for new account openings, loan originations and credit/debit card applications and disclosures.
Thunderhead customers include Aegon, Alliance and Leicester and Skandia – where Thunderhead helped its online investment unit move from 50,000 to 450,000 customers, decrease customer interaction costs from £12 to £0.20, and reduce correspondence templates by 90% in 2 years, from 10,000 manual to 1,000 automated and consistently branded across all channels. Skandia also uses Thunderhead to enter new Asian and Eastern European markets much faster than before.
- From a business perspective: Thunderhead improves multi-channel communications – to provide high-volume, fully personalized customer interaction; brand consistency; and multi-lingual support. It helps deliver cost savings through reduced paper production and postage; reduced call centre usage; greater efficiency and paperless customers. And Thunderhead improves customer experience with on-demand portfolio graphics and reports.
- From an IT and operational perspective: Thunderhead has been rated by Forrester as a leader in Document Output for Customer Communications Management. Its NOW platform has an XML core – retaining a broader set of information for downstream multi-channel capability. The company’s strong vertical expertise means it comes ready versed in template management; compliance; multi-channel capability and security / e-signatures.