Royal London now has an increased brand awareness, more streamlined production cycle and can respond to customers in a timely and efficiently manner thanks to innovations within the Mansfield print facility.
- Communications out - transactional print & mail and hybrid mail
Royal London started as a friendly society in 1861, operating for 47 years before it became a Mutual in 1908. In July 2013 Royal London acquired the Co-operative Insurance Society Limited – the life assurance, investment and pension businesses of the Co-operative banking group which has since been rebranded as Royal London (CIS). Royal London are the UK’s largest mutual life and pensions company, with over 5 million customers and half a million members.
Royal London's ISA (Individual Savings Account) traditionally mailed from Holly Lane was earmarked as the pioneer mailing to be transitioned into Mansfield. The mailing consisted of 170k packs and 1.1m images and not only was this the first mailing to be completed out of Mansfield for Royal London, but also the first mailing to be done after the re-brand from Co-Op to Royal London. CMO (Capita Manchester Operations) and Royal London were each significantly observant.
From the initial brief to client sign off, transition was marked as a huge success. The job was completed in its entirety, quarantined and dispatched over 5 days as per the client’s request. It was not necessary for the client to come on site to sign off daily packs as was the traditional process at Holly Lane (Birmingham) due to its slower production cycle, thus saving time.
This partnership is delivering a range of benefits to Royal London including:
- Increased efficiency of production
- Increased production speed
- Readily available MI
- Reduction in human errors
- Reduction in manual processing
- End to end audit trail (Mail piece level reporting)
This partnership is delivering a range of mailing benefits to Royal London's ISA including:
- Cost of stock
This was greatly reduced with the white paper solution. Should the client change the email address days before the first mailing date it is implemented immediately. Previously they would have had to scrap all the pre-printed stock and re-print. This would not only increase costs but also delaying the mail dates. Thanks to the Mansfield production site this was a simple artwork change.
- Ability to handle complaints
If a customer complained that part of their statement was missing. Utilising the technology at Mansfield Capita can check every mailing that goes out to ensure it was correct at time of postage. Giving Royal London the confidence in the technology and the tools for an accurate and effective response to the customer.
In addition to the above benefits, the technology has inspired Royal London to re-evaluate their mailings, they decided to utilise the insert abilities and increase the number of selective inserts to be used. By both personalising the packs and tailoring them to the customer’s needs.