DX’s contribution to the success of Santander
is recognised by ‘top 5 supplier’ award
Santander is now one of the most efficient and profitable personal financial services providers in the UK. Its success has been driven by growing market share in key areas while maintaining a high level of service and driving through efficiencies in all areas of its business. A quarterly league table, launched in 2008, gives suppliers an additional incentive to perform well.
The Challenge
Geoban, one of Santander’s operating companies, provides a range of services, including call centres, technology, back office and logistics to the rest of the group. Critical to the effective operation of the bank, its remit includes the secure and speedy delivery of important items of mail, including plastic cards and cheque books, to retail and business customers.
The bank scores and ranks suppliers continually in order to improve services and create greater efficiency. In respect of secure delivery and the handling of important documents, this means guaranteeing high levels of satisfaction in the areas of fraud prevention, delivery of items and the ability to track and trace individual items.
The Solution
DX has worked with companies within the Santander group for a number of years and, thanks to the strength of its DX Secure range of services, it was a natural choice for the group-wide Geoban brief.
Strict service levels were agreed, with extensive use made of couriers and disguised mail services.
Additional mail services are provided to Geoban through the DX Document Exchange. This unique service sees paperwork, including deeds, letters and forms, delivered next day to internal locations, the Land Registry, solicitors’ offices, etc. As is standard with this service, all collections are after 5pm and deliveries are before 9am.
The Benefits
Geoban maintains a quarterly scorecard of the work undertaken by DX which covers the areas of operations, customer feedback, change management, account support, continuous improvement and senior management sponsorship. Across all the key measures, scores have improved, with account support (including the client having direct access to account managers, the level of support from the back office team and ease of billing) recording the biggest improvement.
Jag Dhesi, Santander’s service manager – logistics, manages the relationship with the DX. He said: “We appoint suppliers that are both reliable and committed to making continual improvements in their service to the group. This helps Geoban greatly, but also allows the banking operations to focus on their own core activities without unnecessary interruptions.
“DX has performed incredibly well and during 2009 they were in the top tier of our most valued suppliers. Their service levels are high, but what’s impressed us the most is their willingness to find solutions to issues.”