Prudential Boosts Customer Communication with Mediasurface
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A new content management system has enabled Prudential UK toimprove its customer communications by allowing non-technical staff toparticipate actively in keeping the company Intranet dynamic and up-to-date.
Accessed by 6800 employees, the Intranet hosts a variety of essentialinformation including company policies, procedures, forms documents and actsas the central conduit for company wide communication. Informationmanagement benefits have enabled Prudential to receive cost savings as aresult of falls in phone call charges and a reduction in paper-basedcommunications, taking the organisation one step closer to a paperlessoffice.
The implementation of Mediasurface Content Management, which runs Intranetand Extranet services, was recently upgraded to Mediasurface v4.7, ensuringauthorised staff have up-to-date information on whichever of Prudential'sseven million UK customers they have permission to service.
"Implementing a single system throughout Prudential UK has meant thateveryone has access to the same information, enabling us to provideconsistent messages to our customers and a better level of service," saidPolly Ashdown, Intranet Manager at Prudential.
Combining the resources of its internal communications, Prudential has usedthe Mediasurface solution to consolidate its knowledge assets, in additionto developing an effective search facility.
With products distributed through an extensive number of channels, includingdirect to customers, intermediaries and through the workplace to itscorporate pension customers, Prudential is using the Intranet to empowernon-technical staff to manage their own individual Intranet sites.
"Prudential is committed to improving customer service and empowering staffto be involved in this process. The Intranet is the backbone of ourcommunications - the flexibility of the Mediasurface solution has enabled usto give content ownership to all business areas so they can make changes andupdates in real-time," Ashdown concludes.
Nick Bolton, Senior Vice President of Worldwide Product Marketing at Mediasurface said: "We are committed to improving communication at the heartof our customers' businesses. The Mediasurface-driven Intranet ensures allof Prudential's staff, customers and businesses channels receive accurate,relevant information at the core of Prudential's business."
25.06.2004, Mediasurface
