Case Study

Transforming our client experience

​In 2020, Generation Life embarked on a digital transformation program to utilise technology to empower more meaningful conversations between financial advisers and their clients. Like any ambitious company, we had growing pains and then the pandemic hit. To enhance the experience of financial advisers and their clients, we needed to build a simpler way to generate and send statements and a better, more digitised investor and adviser experience with instant access to information.

Generation Life Logo
Generation Life Logo
Kit

With Airdocs, it’s not just a one-way street where we provide requirements and they do the work for us. They give us helpful recommendations, insights and clarity to think about what’s next for our business and how we can continue to improve our offering.

Kit Tong Marketing Technology Manager at Generation Life

The challenge

In 2020, Generation Life embarked on a digital transformation program to utilise technology to empower more meaningful conversations between financial advisers and their clients.

Like any ambitious company, we had growing pains and then the pandemic hit. To enhance the experience of financial advisers and their clients, we needed to build a simpler way to generate and send statements and a better, more digitised investor and adviser experience with instant access to information.

Why Airdocs

As a key part of our transformation, Airdocs was an important partner to help us achieve our digital transformation program. Their Clever Correspondence platform gave us the end-to-end solution we were looking for to generate investor statements and communicate with different user groups, including by SMS and post. They had a highly skilled and knowledgeable development team that tailored their SaaS software to meet our specific needs.

More importantly for us though, their people were a delight to deal with. Engaging, communicative and accommodating, we knew they were working as an extension of Generation Life during the project. It truly felt like one team working to deliver a successful outcome.

A great result

As part of the successful launch of Generation Life’s Adviser and Investor Online portal, we implemented the Airdocs Clever Correspondence platform. This allows us to automatically send notifications, welcome statements and transaction statements to financial advisers and investors, from onboarding through to ongoing services.

As the initial implementation was seamless, we decided to partner with Airdocs once again to fully digitise our Annual Statements, and provide online visibility for our policyholders and their financial advisers.

This was a significant milestone for Generation Life and financial advisers were particularly happy, as they can see exactly what their clients see when having conversations with them.

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