We were pleased to once again support the Community Housing Cymru annual housing conference on 11-12 October in the Metropole Hotel, Llandrindod. It provided an ideal opportunity to meet many of the members with whom we have been talking to over the past 12 months as well as new faces wanting to understand how they can improve their customer communications.
Clearly there are still the pressures on all organisations to deliver VfM (Value for Money) across the board, but many had not realised the opportunities that were available in delivering a coherent customer communications strategy. It’s not just about the cost of printing a piece of paper but the total cost for the end-to-end process from generation of the data to the action required by the recipient (customer/tenant/resident).
We were able to demonstrate this with real examples for housing associations, that were able to
- reduce the cost of materials and postage with some clients achieving savings of up to 44% of materials cost and a reduction of postage costs by 15%
- improve the business processes with a reduction in the internal time to carry out a mailing by some 800-man hours.
- reduce the number of calls following a mailing with one client reducing historical inbound calls relating to the same mailing from the previous year by 99%
- enhance the brand presence of their documentation as well as the customer experience with another association demonstrating (via a questionnaire) an 86% improvement in customer satisfaction
Additionally, there are the softer benefits around the speed to process and despatch to meet regulatory deadlines, with audit trails for receipt of data to posting, plus validation of data and customised content, which contribute to the VfM goal.
A specific requirement for the Welsh market is the need to provide dual language documents, which we can easily accommodate once agreed translations are available. If required, this could be based on customer preference for language of choice with the default being dual languages. Having the preference option can also help with reductions in cost.
Get in touch to see how you can realise the benefits from effective customer communications.