What our client wanted
Our client, a UK gas and electricity utilities supplier with around 200,000 customers, needed a solution that would help with their inbound development and customer communication letter suite. Their in-house marketing team needed to be able to make alterations and changes to their customer letter templates without going through a convoluted development process, for which our client would need to assign resource to make the requested changes. This in turn took valuable time and money and slowed down how quickly they could respond, both to their customers as well as to changes in regulation or compliance. On top of this, a large and varied array of letter templates reduced our client’s flexibility and innovation, and also resulted in a lack of brand control and consistency.