Global Investment Management Firm
What our client needed
A global investment management firm needed a compliant, scalable way to confirm that agents claiming renewal commission were still providing an active service to their clients.
Previously, client and agent engagement relied heavily on physical mail, including outbound letters and business reply envelopes (BRE). While effective, this approach was increasingly costly, labour-intensive and slow to scale. Manual handling, data entry and limited real-time visibility made it difficult to track responses and manage the process efficiently, particularly for agents who had large client portfolios.
Rising print and postage costs, heavy administrative effort and growing reporting demands highlighted the need to adopt a more digital-first approach, without compromising reliability and reach.
What we gave them
Paragon introduced Secure Capture — a digital-first, fully managed service that seamlessly connected print and digital channels.
Agents received personalised letters containing a unique URL, guiding them to a secure, branded microsite optimised for desktop and mobile. From there, they could quickly and easily attest to their servicing status for each renewal commission.
We designed the solution to remove friction at every stage. Clear on-screen instructions, secure login and GDPR-compliant data handling ensured confidence and ease of use, while automated workflows reduced manual processing and operational burden. Weekly reporting provided near-real-time visibility, enabling faster follow-up and improved decision-making throughout the campaign.
By combining the trust of print with the efficiency of digital capture, Paragon helped modernise the process while maintaining compliance and control.
What was the impact
The move to Secure Capture delivered measurable improvements in engagement, efficiency and visibility.
- Strong agent engagement
37% of agents completed the digital attestation journey — a great result given the complexity of the task. - Improved data quality and compliance
Over half of all unitholders had their servicing status confirmed digitally, strengthening audit trails and regulatory confidence. - Greater cost efficiency
The campaign was 23.3% more cost-efficient than the traditional BRE-led approach, driven by reduced manual handling, faster data integration and elimination of return postage. - Faster insight and response
On-demand reporting enabled quicker follow-ups and significantly reduced processing times for both operations teams and agents. - Enhanced trust and security
Secure, ISO 27001-hosted data capture and optional 2FA increased confidence in handling sensitive personal and financial information.
The result was a smarter, more scalable process that delivered better visibility, lower costs and a smoother experience for all stakeholders. Paragon’s Secure Capture solution ensured that the overarching target of delivering positive investor outcomes was achieved effectively and efficiently.