Challenges: The success of the business partially relies upon its relationship with its consumers, and effective communication. The energy supplier connects and communicates with its audience on a range of service areas including maturities, invoicing and general correspondence.
Before the new solution from UK Mail, letters that were unsuccessfully delivered and returned to the energy supplier were not recorded or analysed. This, in turn, meant that the energy supplier was not able to keep track of failed correspondence that was sent back to them, the reason why it was returned, and the consequence to the business.
Solution: The priority of UK Mail is to provide organisations with cutting edge solutions that enable them to communicate efficiently with their stakeholders. After some meetings and discussions with the energy supplier and analysing a sample of mail that had been returned to the energy supplier, a postal solution was devised to make correspondence more effective. A 2D bar code was agreed with the required fields and created by the energy supplier to allow UK Mail to capture the information, including the correspondent and the nature of the correspondence. The Royal Mail return reason code is also recorded by UK Mail to give the energy supplier valuable insight into why letters are unsuccessfully delivered. A report is then generated and is shared with the energy supplier outlining the data.
Results: With the UK Mail solution in place, the energy supplier can now have greater insight, and a full understanding of the business consequences of the returned mail.
The UK Mail report enables the energy supplier to deal with, and route failed correspondence through to the relevant department to correct and take action, and therefore minimise business consequences. If mail is returned due to the recipients address being incorrect, this allows the energy supplier to check and amend the address on their system and to get in touch with their client through an alternative communication method.