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Improving customer service with letter management technology

The Challenge

The client was producing all its customer communications in-house and at cost. High volumes, stationery storage, continuous changes to content and a lack of audit trail amplified inefficiencies in the system.

This meant the client’s call centre employees were unable to refer back to any information held against its customer records and postal costs were spiralling.

The Solution

Adare SEC first provided a white paper solution to cover all the client’s brands (with the exception of the luxury brands). This enabled correspondence to be produced in reduced batch numbers resulting in improved operational efficiencies, cost savings and decreased stationery storage needs.

We also introduced SmartEdit – our bespoke letter management system. Its remote document interface allowed the client to edit and have full control over the changes made to its customer communications. SmartEdit’s remote access allows amends to be made at anytime without causing disruption to production. The client has over 1,000 letter versions held in SmartEdit.

Our final implementation for the client was to utilise technology that allows the company to store its communications sent to each customer. SmartView is Adare SEC’s secure document repository for the long- term storage and retrieval of client documents.
SmartView enables the client’s call centre employees to access the exact documents customers have received so that they can engage with them more effectively and in doing so improves customer experience.
They also utilise SmartView for its debt collections process. Working alongside a third party collections service, customers documents are processed, uploaded and allocated to the relevant debt collections agency.

The Benefits

The client’s customer satisfaction has improved dramatically thanks to SmartView creating a document trail improving call centre employees interactions with customers.

At the same time, cost savings have been made by significantly reducing the amount of base stationery being ordered, as well as creating an operationally efficient solution to sending out four million packs per annum. Replacing inserts for lasered documents with onserts has also helped reduce waste and storage costs.