>20% cost reduction through digital communication transformation

The client faced rising printing and postage costs with continuous budget overruns. Previous initiatives to reduce these costs showed no significant effects. Email addresses and mobile numbers were only sporadically used for customer communication, and the increasing number of digitally reachable customers (i.g. via Customer Portal/App) was insufficient to counteract the rising printing and postage costs. The client lacked a consistent and valuable overall customer experience in external perception, and missing opt-ins and validated communication data hindered the consistent shift of communication to digital channels.

Eve by Eraneos conducted comprehensive analysis of volumes (print output, digitally reachable customers, IT costs) and legal requirements for digital document delivery. We defined target vision including technical requirements and design principles, identified gaps and derived implementation measures focused on digital communication. We built an implementation plan with IT architecture and derived critical paths for MVP implementation based on resource-spanning coordination and decisions for further proceedings.

Achieved complete cost transparency at preliminary level and established legal compliance requirements. Created comprehensive business case projecting >€6 million savings potential within 3 Years. Developed architectural decisions and IT implementation roadmap. Established MVP implementation with defined roadmap and critical path. Delivered implementation concepts for email and SMS as delivery channels with PMO setup for execution. Created overall action plan for MVP roadmap targeting >20% reduction in printing and postage costs.

Large German insurance company undergoing digital transformation, seeking to optimize customer communication costs while improving digital customer experience across multiple touchpoints and channels.