Case study – introducing new opportunities
We were engaged by a client who had a substantial reliance on the postal system for delivering various communications to their customers. They were not happy that the dispatch of this mail was being controlled without the detriment to other customer contact operations within the company. With some two million letters being dispatched on a monthly basis, it was considered that the client required a greater understanding of its options to ensure the most efficient and economic processes were in place.
Brookstand was tasked with reviewing the existing process, its impact on both the customer and customer facing departments and the cost implications. It was also required to provide a matrix showing the types of communications; the trigger; the urgency of the communication; the effectiveness of the “call to action” within the communication; the servicing method of the customer’s reaction; and the operational capacity through the week to meet this reaction.
Working with the client, we mapped the existing process. We then reviewed the appropriateness of the class of mail and the drop date. This was referenced by the urgency of the communication’s “call to action” and the operational ability of the client to service any resulting incoming call from the customer. We were then in a position to understand where our client was achieving its objectives and where opportunities lay to maximise performance.
Brookstand recommended differentiating postal class and dispatch dates to achieve the client’s individual requirements for each class of mail. We then brought to the table the new opportunity of mail deregulation, which enabled a greater saving than just changing the postal class and also increased the tracking of our client’s mailings. The client became the second company to adopt mail deregulation in the UK.
Brookstand applied its project management experience to deliver the project into live on time and to budget. Finally we ensured the Key Performance Indicators were measured and targets achieved.
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