Brightwell
6 min
Brightwell is the new name for BT Pension Scheme Management, the primary service provider to the £37bn BT Pension Scheme and one of the largest private sector pension schemes in the UK. We have been working with Brightwell for several years under a long-term contracted partnership, providing digital inbound mailroom services and outbound printed communication solutions to its members.
We have built upon our existing relationship and expanded the original print service line to include the delivery of inbound services, and we are now also implementing Hybrid Mail. This enhancement to Hybrid Mail supported Brightwell’s transactional daily mailings with critical service level delivery timeframes under a secure service and trusted partnership.
What our client needed
As part of Brightwell’s strategy to bring its pension administration services back in-house, they needed a specialist partner who could deliver their pension communications in line with this long-term strategy. Brightwell recognised the specialist requirements of its communication needs and decided to outsource critical inbound and outbound member communications to a trusted partner.
Brightwell's communications are sent to members at crucial stages throughout the pension journey, so it's vital that members receive the right information in the right way and at the right time, helping them to make effective retirement decisions for improved longer-term outcomes.
The move to Paragon ensured that the production of member communications and the handling of inbound mail could be automated, giving a greater level of auditability and facilitating a higher degree of governance and integrity reporting. This process also freed up resource for our client, delivering both time and cost efficiencies.
What we gave them
Our solution enables Brightwell to manage the production of inbound and outbound member communications from multiple locations, while minimising resources and increasing productivity. Our solution encompasses:
- Hybrid Mail Single-Sign-On for more robust user access controls, in line with Information Security practices.
- Flexibility to send ad-hoc mailings on demand, meeting regulatory requirements.
- Bulk submission of batched system-generated output and single-user letter generation to support a range of communication requirements across Brightwell’s teams.
- Fully automated and reconciled reporting and segregation.
- One partner and service governance model to track cost, performance and improvement processes for Brightwell to support its third-party governance model.
- Fully bespoke Disaster Recovery (DR) and rapid Recovery Time Objectives (RTO) with failover to a dedicated Paragon DR mailroom centre for business continuity.
What was the impact
Our solution has delivered several efficiencies for Brightwell’s member communication strategy, while also achieving significant cost and resource savings. Our client's inbound and outbound services are managed by a dedicated team, enabling us to share best practices across services, deliver continuous improvement and unlock further value by optimising processes.
We are now responsible for an annual newsletter mailing to over 150,000 members, and provide transcription for accessible communications where required. Under our partnership, we continue to innovate to support Brightwell’s member engagement strategy.