Robeco optimizes correspondence using ITP Text Blocks

ITP has an important role as an effective correspondence solution within Robeco’s services. The asset manager has already successfully been using the text block functionality for some time now. “The use of ITP as a correspondence solution, and the use of text blocks in particular, has led to a high degree of consistency in communication with the customer and improved management of the house style," according to Emy Guilonard, Content Manager in the Channel Marketing department.

Emy Guilonard is the key contact person for template creation and text block editing for over 60 users spread over various departments.  Robeco uses over 400 standard letters, ranging from letters of confirmation to requests for missing information and letters about inheritances. In other words, all sorts of written communication with the customer are produced. From her position, Emy is very enthusiastic about the benefits that working with ITP brings her and her colleagues.

“You can create new letter templates independently with ITP. Putting standard correspondence into a fixed document template with a simple structure consisting of heading, body and closing text means it is easy to create a new template without intervention from the IT department. Not only can you generate new documents with ITP, but you can also adapt text blocks quickly and easily. For me, this is true added value. If the closing lines of all letters for private or business customers need to be adapted, this can done centrally, in one single place.” ITP therefore makes the business independent of the IT department. Robeco sees this aspect of ITP as a clear advantage, since the IT department cannot always properly assess which issues have priority from a commercial point of view. Of course, ICT is there to lend a helping hand when necessary, but the business remains ultimately responsible. This promotes decisiveness and speed within the organization. “Furthermore, it contributes to the quality of communication with the customer. These are important conditions that must be met to ensure that we, as an organisation, retain a strong position in a turbulent and competitive market.”