AZL - censhare customer Success Story

AZL manages the administration and customer communications for around 50 Dutch pension funds responsible for the savings of more than a million people. Each pension fund has its own way of doing things and AZL must manage every change in customer communications securely – whether legal or personal – in line with tight financial regulations.

With demand for more flexibility growing and its old approach to customer communications typically taking six weeks to deliver new information to pension holders, AZL needed a fast and flexible way to generate personalized letters and marketing information on behalf of its pension provider clients – a service which was just not possible with its existing systems at the time. For example, AZL’s previous system made it difficult and time-consuming to vary the content or format of letters from its many pension fund customers to pension holders, with even simple changes taking up to 45 days.

Unsurprisingly, both AZL’s customers and its team were increasingly dissatisfied with such delays and the organization looked to censhare to resolve its issues.

The quest for a truly flexible system

A demonstration of the censhare Omnichannel Content Management system showed the successful turnaround of a new mailing at a rate at least 75% faster than the old system – partly thanks to the facilitation of a far smoother approval process. “When the proof-of-concept was shown it put a smile on people’s faces,” says Peter Lemmens, Consultant Change with AZL. “This was the decision point.”

AZL opted for hosting the censhare platform on AZL’s own premises and hardware, where it is now fully live and in use by its customers. The new system is already having a positive impact on AZL’s team, as well as its customers with its efficiency and flexibility enabling AZL to quickly tailor communications by flexibly assembling all the content for each pension fund, and to personalize text, swap logos, and change corporate colors much faster than previously. What’s more, the elimination of repetitive tasks has also significantly reduced the risk of manual errors.

Lemmens adds that the system is paving the way for AZL to explore new services in the future, such as generating detailed reports for the pension funds. As a second step it is considering ways to improve its digital interactions by feeding content, for example, automatically into the pension funds’ web portals.

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