Insights & News page
The importance of engaging customers is essential for every organisation and in today’s digital world, organisations need to communicate through multiple channels - digital as well as physical. Providing a customer experience that spans more than one channel is vital.
We help to deliver a seamless, consistent and personalised customer experience through the integration of these channels - email, SMS, print, PDF, e-forms, e-signature, portal – providing your customers with your communications via their channel of choice.
In numbers: Capita and multi-channel customer communications
100 million
How many envelopes we print annually, from bulk mailings to invoices
42,000
How many mail packs we sort per hour resulting in preferential postage rates for our clients
>10 million
How many email communications we send every year, managing clients’ transition to digital delivery
How we can help
Design
Whether designing a paper bill with legislative information which needs to be clearly communicated, e-statements with call to actions, forms to upload documents or SMS reminders, it’s crucial your message is heard and understood. Our experience includes turning raw or pre-composed data into targeted personalised communications for private and public sector clients. With clear, engaging messages, you can reduce call centre queries, increase revenue and enhance customer experience whilst remaining...
Document composition
Dynamic document composition allows you to self-serve and produce complex, personalised documents using an automated workflow - speeding up production time, lowering production costs and improving customer relationships. Integrating our capabilities with your systems provides a full view of your customer communications. We can help to create a wide variety of transactional and business- critical communications, scheduled for specific times of despatch and tailored to the specific communication channel required.
Fulfilment
Our solutions allow you the flexibility to tailor communications according to the individual preferences and needs of the customer. Our fulfilment service enables content to be delivered digitally via email, SMS or to a portal, as well as, or instead of, paper communication.
Ensuring consistent, personalised customer experiences
Multi-channel delivery
Transactional mail
Print procurement
Right message, right time, right place
Expanding customer relationships
We go beyond service by tapping into cross- and upselling opportunities to boost revenue.
Consistent, personalised CX
Read about our work
Transforming communications management for the Department for Work and Pensions
When PIP needed a personalised service to manage communications to claimants we developed a multichannel solution to support the assessment process.
Key benefits
Channel of choice
Delivering the most effective communication method to customers - email, print, SMS.
Design
Ability to turn your raw or pre-composed data into individually targeted consistent communications, whatever the channel.
Personalisation
Tailored content to a recipient and utilisation of ‘nudge’ messaging, promoting positive business and customer outcomes.
Cost savings
Merging of mailpieces into one envelope saves on postage and fulfilment. Digital is cheaper than physical.
Flexibility
Access to flexible production options to meet the different delivery timescale requirements of the various workstreams.
Auditability
Detailed MI provided with real time tracking of production. Valuable to clients operating in regulated markets.
