M&G Saves 40 Tons of Paper Printing and Improves Client Satisfaction With Personalized Investor Updates


Share on LinkedIn

May 2008

M&G, the investment management leader, has managed to strip over 40 tonnes of print production out of its bi-annual investor updates, using an innovative solution developed with direct communication company dsicmm, which uses the latest colour printing technology. It is believed that this is currently a unique concept in the investment management market. The personalised updates present investor reporting in a more concise and user-friendly manner, improving client satisfaction (measured by an immediate reduction in call centre queries), while also substantially reducing the carbon footprint of each investor update mailing. Further reductions in paper usage are to be targeted in future investor update mailings through the integration of additional documentation.

Rather than receiving a number of separate sheets showing the value of their investment, along with potentially numerous generic inserts about their funds, investors are now sent a fully integrated and personalised “Investment Update” booklet.

The booklet includes information that is personally relevant to each individual investor. This includes not only their investment statement, but also graphic representation of performance plus valuation and commentary on each fund that an individual holds investments in.

In addition, to assist individuals to make full use of their ISA allowance, the balance that qualifying M&G customers can invest is calculated and all relevant information populated within an integrated subscription form.

All this information is then printed in full colour and bound into a single booklet. This ensures that the investor has all the relevant facts to hand in one easy to read publication.

The pack, produced by market leading direct communication company dsicmm is the first of its type in the market. Produced on the UK’s first IBM Ricoh IP5000 continuous variable colour press, a staggering 450,000 packs were processed, printed and mailed in less than a fortnight.

“We wished to continue to keep ahead of the market through providing enhanced, relevant communication for our investors” said Kate Rowland of M&G. “We engaged specialist design practice Information Engineers who created and specified an ‘ideal’ solution based on our requirements, from which dsicmm have been able to deliver this in its entirety, exactly as envisaged. Working with dsicmm and some of the most advanced digital print technology in the world has enabled us to produce output previously not possible. Customer feedback has been exceptional. The clear, concise, integrated communication has not only received positive comments from investors, but also from members of the financial services industry.” “The communication must be working” added Kate, “as we are experiencing a significant reduction in queries at our customer help desk.”

“M&G not only wanted to consider their investors, but also the environment”, said Andy Young, Group Managing Director at dsicmm. “We utilised our unique proprietary nexdox development platform that uses complex business logic to convert client data into high volume, variable, colour digital print output. The application not only allowed us to produce more personalised and relevant communication to M&G investors, but also enabled us to use less paper. The fact that the average pack weight has decreased dramatically ensures that less carbon emissions are generated when delivering the Investment Updates though the postal network. Additionally, being conscious of the environment, all output was produced using revive 50:50 paper”.

– ENDS –

About dsicmm
dsicmm is an £80m turnover company employing around 800 staff in locations nationwide. It is the UK’s largest independently owned direct communications organisation with a customer base that includes over 90% of the FTSE 100 companies. dsicmm provides an innovative range of solutions alongside traditional print/mail services that include all aspects of financial, regulatory and corporate mailing as well as full service direct marketing.

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here