Westpac NZ has selected HP Enterprise Services to provide business process outsourcing (BPO) services to improve customer service and productivity. Under the new five-year contract, HP will provide document processing services, which enable Westpac to manage its end-to-end print production environment.
Westpac has 1.3 million personal, business and agribusiness customers in New Zealand. The bank was seeking to provide better communications to its customers.
HP will also modernise the presentation of the bank’s customer communications documents such as bank statements, utilising HP Exstream customer communication management (CCM) software.
With these solutions Westpac says it will have access to newer technologies to more effectively manage its paper storage and usage, as well as reduce its postage costs.
“HP’s comprehensive document processing and archiving services allow us to focus on more effective customer interactions in a secure and controlled environment,” says Westpac COO Jim Stabback.
“Ultimately, this will help us to drive process transformation, achieve cost savings and maintain service excellence for our customers.”
HP’s roll-fed T230 colour inkjet web press digital printers will provide print and mail solutions, which print and mail huge volumes of business communications as needed. This includes creating forms, transforming print data, and printing and distributing paper documents such as statements and letters to customers.
Westpac will also use HP Archive Services for the long-term retention of archived data, which is key to the organisation’s data management strategy. This enables Westpac NZ to retain sensitive information for regulatory compliance, legal response, or corporate retention policies.
“Financial institutions can easily become overwhelmed with the volume, variety and velocity of information needed to manage their business and serve their clients,” says Gavin Greaves, country manager for HP Enterprise Services.
“To assist organisations that require strong document processing and archiving management services, HP has recently established a purpose-built facility in Christchurch, and a second document processing site in Auckland. This means we can provide world-class processes, technology and best practices that will enable Westpac to streamline large volumes of paper and terabytes of data, turning it into valuable, usable content.”
The Auckland site is expected to print up to 16 million pages every month, or 200 million pages a year, and has been designed to meet all of HP’s environmental standards and goals. HP says it will be one of the fastest processing plants in the country, printing around 122 metres of paper a minute, and also featuring HP Exstream, a capability that allows HP to send communications through virtually any print or electronic channel.