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.