Implementations done right.
Customer Journey – designing a process to make disenfranchised customers happy
As part of a major strategic product review, the society needed to close 100,000, largely inactive savings accounts and either repatriate funds to customers, give the money to charity or create a tactical store for any that remain. The vast majority of accounts had balances of less £10 and many more had not been used for over 2 years.
Identify affected customers from the historic, often incomplete data and validate correspondence address with 3rd agency.
Formulate a automated 2-tier mailing strategy to invite customers to contact the society and obtain their funds.
Design a bespoke database to house accounts that had not been closed and decommission product.
Formulate a automated 2-tier mailing strategy to invite customers to contact the society and obtain their funds.
Design a bespoke database to house accounts that had not been closed and decommission product.
- Data cleansed correspondence addresses to maximise chance of contact
- Repatriated or donated 80% of accounts
- Donated over £100,000 to charity
They enabled us to fully understand the problem we faced, make the right changes to maximise business benefits and managed the complexity of the change. If you want a safe pair of hands, you can rely on these guys.
Lead business designer
Sumesh: 07960 466 255
Jamie: 07581 341 795
info@eightfoldgroup.co.uk
Jamie: 07581 341 795
info@eightfoldgroup.co.uk
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