Madison Advisors

Benefits
During the project, the Bank benefited from Madison Advisors'

In-depth knowledge and expertise on the market for enterprise digital and print solutions
Evaluation of the business-critical applications that were candidates for potential consolidation, including tradeoffs and hard-dollar cost savings of each
Objective perspective on the organization and the operating philosophies of its various business lines
Practical and innovative enterprise output management strategy designed to achieve long-term goals through a prioritized, phased roll out plan
Strategic recommendations for both short- and long-term considerations as the organization moves forward with the consolidation of its operations

End User Services Case Studies

Case Study: Enterprise Output Strategy Development

Madison Advisors recently helped one of the top five US-based banks redesign its enterprise output strategy. With operations in all 50 states, the Bank employs over 127,000 employees and serves over 16 million customers. The Bank is a leader in retail banking services with consumer products, commercial value-added services, and technology-based digital and print customer communication solutions.

Strategic Issues
With the recent passage of the Check 21 legislation, the Bank faced the challenge of migrating customers away from physical check return and toward check images. This challenge also brought about the opportunity for the Bank to revisit its distributed print and mail infrastructure and consider ways to bring more work in house. The lack of flexibility and narrow focus in the Bank's existing print and mail model resulted in over 50% of its customer communications production being outsourced to external service bureaus.

The Bank sought an enterprise output strategy that positioned it to address these challenges, but also maintain its standards of excellence around customer service, delivery, and quality. The Bank was also interested in increasing productivity, enhancing employee communications, and, of course, cutting cost.

Solution
Madison Advisors utilized our standard methodology, consisting of a combination of facility tours, interviews, industry research, and extensive client experience to examine the Bank's internal customer communication infrastructure and applications, and the production and manufacturing systems of the business lines. We then provided recommendations on the appropriate enterprise strategy, platforms, and model upon which to standardize. We also identified practices that would enable the Bank to bring mission-critical work back in house. Our recommendations included prioritized short-, medium-, and long-term recommendations in each area.

Madison Advisors also identified differing operational and organizational philosophies among the Bank's IT and business lines. To ease the transition to a combined organization, we provided a variety of recommendations related to customer communication applications and requirements, IT organizational structure and investment focus, hardware and software architecture, and integration requirements.

Madison Advisors | PO Box 369, Colleyville, Texas, 76034 | 817.684.7545 - 817.684.7544 (fax) | info@madison-advisors.com