A major Australian financial services provider partnered with Fujifilm DMS to modernise statement and remittance delivery across retail, business and institutional customer groups.
The organisation wanted to reduce paper reliance, improve operational efficiency and provide secure digital access without compromising customer experience. Rather than applying a single approach across all audiences, the program introduced different digital delivery models based on customer type, channel access and operational need.
- Suppression of hundreds of thousands of printed statements annually
- Savings of over half a million dollars in postage costs
- Improved data hygiene and customer communication accuracy
- Hundreds of thousands of customers transitioned to digital
- Several million secure documents delivered annually
- Significant reduction in print, mail and handling costs
- Positive customer response and reduced service friction
Background
A major Australian financial services provider with over 10 million customers across retail, business and institutional banking identified a strategic opportunity to accelerate its digital transformation initiatives. The goals were to improve customer experience, enhance sustainability by reducing paper communications and drive operational efficiency.
As part of this broader transformation, the organisation partnered with Fujifilm DMS to design and implement secure digital delivery models suited to different customer groups, communication types and operational requirements. The focus was not simply to replace paper with email. It was to create more secure, accessible and trackable delivery pathways that reduced reliance on print and post while maintaining service continuity.
Discovery and solution design
Early discovery showed that statement and remittance delivery requirements varied significantly across institutional, business and retail customer groups. Some customers were already digitally reachable while others still relied on paper because of legacy processes, limited channel access or the absence of online banking enrolment.
Fujifilm DMS worked with the organisation to shape a practical transition model that could support multiple use cases. This included secure remittance delivery, a digital archive for business customers, retail statement transition pathways and National Change of Address suppression to reduce unnecessary mail.
Customer segmentation
Different customer groups required different digital pathways rather than a single broad rollout.
Secure access controls
OTP authentication, access expiry and exception handling were built into the delivery model.
Operational practicality
The model needed to reduce paper and mail costs while remaining manageable within existing service environments.
How the program was delivered
Secure digital remittance delivery
The organisation sought to streamline how institutional clients delivered remittance advices to beneficiaries. Fujifilm DMS deployed SecureLink, enabling beneficiaries to access remittance documents online through a unique link authenticated by a One Time Passcode.
The implementation included expiry of access links after 60 days if not accessed, automated reporting on unaccessed documents, blocking links after three failed OTP attempts and failover from email or SMS to alternate delivery channels where required.
This provided a more secure and trackable method for delivering sensitive remittance information digitally while reducing reliance on traditional print and mail channels.
Digital statement archive for business clients
For corporate banking customers without access to traditional internet banking platforms, Fujifilm DMS implemented a secure online statement archive.
Key features included self service registration with OTP authentication, the ability to search and download historical statements, separate branding for each sub-brand and secure access provisioned through a Fujifilm DMS hosted content management platform.
During discovery, it became clear that some business customers still required secure access to statements but were not well served by standard digital banking channels. The archive created a practical alternative that maintained accessibility while reducing paper dependence.
Digital statements for retail customers
A large cohort of retail customers who were not enrolled in online banking continued to receive paper statements. Rather than treating this as a broad conversion campaign, Fujifilm DMS supported a structured transition model designed to move eligible customers toward digital delivery in a controlled and customer friendly way.
The two part solution included an interactive opt-out campaign inviting customers to transition to digital statements and digital statement delivery via SecureLink with OTP secured access.
This created a practical pathway for customers who were still reliant on paper while maintaining secure access to statements and reducing friction for those not using traditional online banking services.
National Change of Address suppression
To ensure mail was not sent to outdated or incorrect addresses, Fujifilm DMS implemented National Change of Address suppression services. Each customer address was validated against national postal change data.
This supported the broader paper reduction strategy by improving address accuracy, reducing unnecessary print and postage and strengthening communication hygiene.
What made the approach effective
More than one transition path
Different customer segments were supported through different delivery models based on need and digital readiness.
Security built into delivery
OTP authentication, link expiry and access controls helped support trust and governance requirements.
Reduced service friction
The model balanced digital transition goals with accessible customer pathways and low operational disruption.
Retail outcomes
The retail component demonstrated that statement transition can be delivered at scale when the approach is structured, secure and easy for customers to use.
- Transitioning a large retail customer cohort to digital statements
- 95% eStatement adoption
- 15% increase in digital uptake
- Exceptionally low enquiry rates (less than 1%) and zero customer complaints
Program level results
Across the program, the organisation achieved meaningful reductions in paper usage, postage and manual handling. At the same time, it improved data quality, expanded secure digital access and supported a better customer experience across multiple communication streams.
The result was a more scalable and sustainable statement and document delivery model, built to support ongoing digital transformation in a complex and regulated environment.
Looking to reduce paper communications
Fujifilm DMS helps organisations modernise high volume customer communications with secure digital delivery models that balance accessibility, control and operational efficiency.
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