The Integrity solution
£60K Saved per Annum
£60K per annum saving through automation of a manual process.
Brand Consistency
All communications from different sites now have a consistent look and feel and maintain brand integrity.
832 Colleague Hours saved
832 colleague hours have been saved meaning staff have more time to focus on income recovery and improved customer service responses.
Overview
Our client is the largest provider of not-for-profit housing and care for older people in England, providing homes for more than 29,000 people.
They offer purpose built retirement properties and specialist care homes at over 1000 locations across the country. From affordable housing for rent to luxury leasehold apartments, their retirement housing is designed to offer security, independence and peace of mind
The client recognised that high quality written communication played an important part in delivering the required level of customer experience to their tenants. However the internal letter production process was time consuming and labour intensive, diverting colleagues away from dealing with customer enquiries. Valuable resource was being used to fulfil mundane but essential tasks and the lost productivity was impacting on their team’s ability to meet customer service targets.
Client
Housing and Care Provider
Number of Mailings
100’s every day
Savings
£60,000 directly attributable costs saved
832 colleague hours redeployed on core added value tasks
Consistent branding
The Integrity Solution
Following a competitive tender our client selected Integrity’s class leading office mail solution, Clarity Mail. Working closely with the client IT services team we were able to deliver the project within four weeks from contract sign off, installing the Clarity print driver across multiple sites and delivering a number of user training workshops.
Ease of use and reliability of service were key project requirements and a measure of success has been the rapid adoption by staff of Clarity Mail. Letters can now be sent at the click of a button, improving response times to customer queries and allowing staff to focus on delivering high levels of customer service. A secure on-line portal allows the client to track letters through production and delivery, giving both transparency and an audit trail of activity.
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Client Benefits.
Brand consistency
All documents submitted through Clarity have total consistency of material and print quality keeping all letters on-brand. This was a key objective to the client’s Communications team who had been frustrated by what they described as “home brew mailings” produced by remote workers or local site teams.
Staff Time
The client has calculated that at least 832 colleague hours have been saved by adopting Clarity Mail, time which is now used to target improved customer service response times, a key business objective.
Cost Benefits
As Clarity provides an automated one click solution, the client has seen a significant reduction in costs. Clarity has delivered a 50% reduction in the cost of creating letters and the ability to send letters out same day.