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Marketing Pack Consolidation – Retail Customer Welcome pack

The Challenge

The company wanted to improve the customer experience when new customers took out a policy. There was up to a 3 week lag between customers joining and receiving their on-boarding information, including their membership card. Customers were confused from the multiple mail pieces received and call volumes had increased as a result.

The Solution

The project ran concurrently with a major systems integration project. We developed a program that merged the disparate customer data and automated previously manually intensive activities. We also developed a lodgement report that could be uploaded to the CFS (Customer Facing System) advising the frontline when the welcome and card pack had been actually lodged with Australia Post.

The Outcome

Customer Experience:
The customer received a single pack consisting of all the on boarding information as well as their customer card/s, within 10 days of taking out a policy.

Business Impact:

  • Cost Reduction: 50% reduction in both postage and stock costs
  • Process Efficiency: The process both inhouse and at the mailhouse was automated.
  • Portability: The company owned the IP and the mailing program, providing them with flexibility to migrate quickly and cheaply if they chose to change the incumbent mailhouse.

 

 

Process Re-Engineering For Outsourcing – Corporate Group Product Information Pack

The Challenge

The company had outsourced their fulfilment process from their internal mailroom to an external fulfilment company. However the process remained a manually intensive one with the company wanting to reduce complexity, improve turnaround and personalise the information to customers.

The Solution

We reviewed the collateral, the extract data and the internal ordering system. The review resulted in new creative, a new mailing program and a web self-service ordering system.

The Outcome

Customer Experience:
The customer received product and price information that was specific to them within 3 days of making their enquiry.

Business Impact:

  • Cost Reduction: Significant cost saving in postage, stock and staff effort.
  • Process Efficiency: The process was automated and most elements of the information pack were printed on demand.
  • Portability: The company owned the IP and the mailing program, providing them with flexibility to migrate quickly and cheaply if they chose to change the incumbent mailhouse.
  • Data Quality: The integrity of the data improved as data was now captured at a single source and keyed once.

 

 

Migration To Continuous Colour Printing - Renewals

The Challenge

The company wanted to update the look and feel of their renewals as well as introduce the ability to include targeted messages to drive desired customer behaviours.

The Solution

We recommended the migration from pre-printed letterhead to continuous real-time colour printing. This enabled the company to use colour to highlight key customer information driven by the extract data. They also removed the numerous inserts and introduced colour banners.

The Outcome

Customer Experience:
The customer received a renewal notice that through the use of colour clearly indicated if it was the first notice or an arrears notice.

Business Impact:

  • Look and Feel All branding, images and copy on the renewal now complied with the company’s brand guidelines.
  • Personalisation: Cross-selling and retention messages were dynamically included and driven by customer data.

 

 

Archival and Retrieval – Legislated Mailing

The Challenge

The company wanted to automate the testing process for a legislated annual mailing to allow them to test over 3000 letter combinations within 2 weeks.

The Solution

itmail developed a web based archival and retrieval solution which allowed the testing to occur 24/7 and remotely.

The Outcome

Customer Experience:
The customer received accurate information on product and price changes

Business Impact:

  • Data Quality: Robust testing which included the test and data history.
  • Compliance: The deadline and information requirement which was mandated by legislation were met.

 

 

Integrated Print and Email Marketing Campaign

The Challenge

The company wanted to reduce the production costs of their membership magazine as well as increase distribution to their entire customer base.

The Solution

itmail sourced better rates for both the printed and digital versions of the magazine.

The Outcome

Customer Experience:
More customers received the value-add magazine with access to product and wellness information and competitions.

Business Impact:

  • Value-add: The benefits of membership could be demonstrated to the entire customer base.
  • Data Quality: itmail actively manages the email database, including converting the email bounce backs to the print channel.
  • Cost Reduction: Costs savings from better rates and migration from printed to email magazines.