Legal & General

New and improved personalised statement booklet for Legal & General

L&G Case Study
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WHAT OUR CLIENT WANTED

Our client needed their customer statement booklets to be more engaging, colourful and personalised. Previous designs had caused their customers to either lose interest or become frustrated when they were unable to find the information they needed, resulting in calls to our client’s contact centre and drains on their internal resource. Our challenge was to make our client’s communications more exciting, more informative, and tailored to each customer’s needs.

WHAT WE GAVE THEM

We developed a new, redesigned booklet statement, building it into our internal composition platform to produce communications for both physical print and e-delivery. Using variable print technology, we produced statements which now featured graphs and artwork tailored for each customer, allowing them to visualise their investments where previously they had just seen numbers on a page. The new statement pack was sent to over 255,000 Legal and General Customers.

WHAT WAS THE IMPACT

Our client’s customers were now able to find the information they needed far easier than ever before. Calls to their contact centre dropped 32% compared with previous years, freeing up valuable resource for our client. Customer feedback on the updated design and layout of the new statements was overwhelmingly positive. Our client has since applied the new statement booklet branding to some other customer communication output, driving stronger consistency in delivery.

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