Challenger Limited Document Management System Overhaul

This case study details the challenges faced by Challenger Limited, an investment management firm, in managing an increasing volume of customer communications due to its reliance on a legacy document system. The firm utilized 118 letter templates and 803 reusable components, which made the correspondence process complex and time-consuming. To address these issues, Challenger partnered with Precisely to implement the EngageOneTM Compose software solution. This solution aimed to streamline the document management process, allowing for faster implementation of changes and improved customer service. The benefits of the new system included reduced time for document template changes, enhanced quality of outputs, and improved internal productivity. The integration of all existing document templates into a centralized system enabled Challenger to communicate more effectively with customers, reducing reliance on physical mail and allowing for personalized communication through preferred channels. Overall, the implementation led to significant operational efficiencies and the ability to respond swiftly to market changes.