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ING Direct

Helping with the process of outsourcing the DTP function

Presentation of the client

ING Direct is part of the Dutch ING group, the world’s largest savings bank, and a major player in the banking/insurance and asset-management sectors, which operates in over 40 countries. Established in France since 2000, ING Direct now has more than a million customers and became France’s leading online bank in 2014.

This stage also gave us the change to freshen up the way our operations department – which is responsible for DTP – and the marketing department communicate. Marketing is now better able to take account of operational constraints in its decision-making

Sissi Gannoun - BPO and DTP Manager, ING Direct

The client's issue

In less than 10 years, ING Direct has become France’s number-one online bank, with over a million customers.  To handle the rapid growth of its customer base, ING Direct wanted to optimize its DTP outsourcing, particularly by rationalizing management of its pre-printed stocks. In doing so, the French subsidiary got stuck into reorganizing its document processes associated with customer communication, with a view to meeting customer expectations.

The solution offered by Tessi

Gdoc’s work was broken down into three stages.

First, ING Direct asked Gdoc to analyse various areas: check-processing, account-opening procedures, other inbound mail, management DTP and direct marketing.

Following that analysis, Gdoc recommended a number of steps to the bank to improve automation of some document-processing functions:

  • Migrating individual and batched workflows to four-color printing;
  • Setting out formal processes and work instructions, particularly for managing its subcontractors;
  • Putting in place service-level agreements with the various stakeholders, particularly marketing.

Lastly, having responded to the invitation to tender, Gdoc was appointed by the bank to develop around a hundred document templates, as part of migrating to four-color on the infrastructure of the supplier Dataone. Incidentally, this project was a winner at the 2013 Xplor Prizes.


  • Deleting of the stocks of the pre-printed documents and relative costs thanks to the migration of the workflows to four-color printing
  • Breaking free of the constraints of pre-printing not only cut costs, but also improved responsiveness to operational demands
  • The opportunity to make the most of the knowledge-sharing brought by outsourcing, without sacrificing control or service quality

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