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Selected client list:
Cap Gemini Ernst & Young
Royal Mail
Vodaphone
B&Q
North West Regional Development Agency
Success Story: Major Utility Company: Wales
The client had a range of over 600 customer service letters
which they sent out to their electricity and gas customers.
Many were about outstanding bills. They wanted us to rewrite
them in one style.
We evaluated each letter, and realised there was a great deal
of duplication. We then turned the brief on its head. Instead
of simply regurgitating what was there, we looked at it from
the viewpoint of what was needed and started from scratch.
In doing so, we reduced the number required down to less than
100.
By reducing the number of variables from more than 600 to
less than 100, there was less confusion for staff of which
to send. The tone and style of each followed corporate guidelines
and as they were more customer-focussed and clearly written,
the result was more bills paid on time and less calls to their
helpline.
