Prudential deploys Thunderhead to cope with compliance

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Prudential, the insurance and financial services giant, has deployed a new data communications platform to help it cope with growing compliance requirements and the need to efficiently manage and produce personalised bulk printed and electronic mail to customers.

The Pru deployed a solution from UK software company Thunderhead. The technology makes the process of creating a templates for bulk communication easier, speeds up the document generation process and integrates with existing CRM systems, enabling the generation of a customer communication - be it a single standard letter for one customer, or a customised promotional mailing to thousands - that can be influenced and customised based on past CRM history and data from other sources and within set regulatory guidelines.

"New requirements, new regulations and business as usual changes can now be performed in days rather than months without us being dependent upon IT" said Janet Hambly, document manager at Prudential.

The previous systems used for generating customer correspondence used thousands of individual document templates. Through migrating documents to Thunderhead, Prudential has substantially reduced the number of templates it needs to use and maintain.

The IT team was also tasked with updating templates in line with changing FSA regulations. This includes the Treating Customers Fairly (TCF) regulation, which requires organisations to provide consumers with clear information before, during and after the point of sale.

"Insurance companies need to ensure good communication links exist via every channel," said Glen Manchester, chief executive of Thunderhead. "Consistency and accuracy must go hand-in-hand or communication is worthless."

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