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As this year draws to a close, I want to share a story of true digital transformation that underscores what is possible when strategic vision meets the right technology. We are incredibly proud to have won the prestigious Document Manager Project of the Year Award for the comprehensive project implemented at our customer, Utmost Life and Pensions.
Utmost’s journey is a powerful reference for any organization focused on Customer Experience (CX) and Customer Communication Management (CCM).
Their core challenge was a Fragmented Legacy: a paper-based, manual workflow environment where a staggering 90% of processes relied on physical documents and disparate, isolated software applications. This fragmentation—including archiving systems still tied to the mainframe—created high costs, slow service, and zero agility. Utmost needed a unified foundation to overcome this complexity.
They successfully executed their transformation in strategic stages:
- Back-Office Foundation: The initial phase replaced decades of legacy complexity by migrating over 20 million archival documents from the mainframe to a central Papyrus Web Archive and implementing our Adaptive Case Management (ACM) solution for their back office.
- Front-Office Modernization: They then shifted to customer-facing services, moving from paper and email to a seamless Papyrus self-service portal and mobile app (MyUtmost), instantly empowering their customers.
- Cloud Future: Today, their entire unified platform was successfully moved to the Azure Cloud, ensuring flexibility and sustainability.
This strategic, phased approach—made possible by the Papyrus platform, the only unified solution combining CCM, ACM, and Content Services—delivered immediate, quantifiable results: Utmost achieved £1 million in yearly IT cost savings and a remarkable 12.5% staff efficiency gain. Our no-code business agility allowed the Utmost team to manage and change all processes and portals without IT coding, driving a 5x transaction growth in self-service.
Crucially, the entire transformation was executed efficiently: the project length was only 18 months from implementation to deployment, achieving this success without interruption of customer services. The system configuration required only two Papyrus consultants working directly with the Utmost business team.
Utmost’s award-winning success proves that superior CX directly translates to massive ROI. As their CEO stated, Papyrus provided "the integrated nature of their solution, being able to bring together all required aspects into one ‘neat’ solution."
We look forward to partnering with you on your next phase of transformation.
Wishing you a successful close to the year.
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