Customer communication isn’t just marketing – operational communications are vital to the customer journey too
Marketing should cover the entire customer journey. From the first time someone sees your brand, it should be strong, through the onboarding process and beyond into operational communications.
Every time you make contact with your customer base, for whatever reason, your branding should be loud and proud – reinforcing you in their mind, building your name, increasing your credibility and reputation.
Billing, account information, changes, service updates – each should take your brand through seamlessly at the same high standard as the original marketing that drew them in.
But how do you achieve it? Romax works with clients to handle everything in one place – easier, quicker, more efficient and errors are squeezed out. Customer satisfaction reduces massively when obvious errors are made.
The clients we work with who have all of this information on one system find cascading information easier, time and effort is reduced through automation, and insightful reporting assists business strategy.
Imagine you’ve got a great, strongly branded marketing campaign, with key messages screaming out and your values clearly threaded through, but follow-up communications, operational communications fell short because it’s all done from somewhere else, a different system or department? It cheapens your brand and can reduce confidence – it suddenly all looks a bit less professional.
Your brand is so much more than a logo, strong colours, and a good typeface – it’s who you are and using it properly at every opportunity is important.
Romax offers a broad range of operational communications in conjunction with client onboarding and marketing communications across digital and printed postal services. Our aim is to get your branding across at every relevant opportunity – just the right balance.
Why is it important to think about brand in operational communications?
Consistency – the same branding, every time
Recognition – familiarisation with your brand
Trust – the more they see it, the more they know it
Loyalty – you’ll be in their mind’s eye
Accuracy and clarity – templated materials reduce errors and keep messaging clear
Professionalism – high standards in presentation
Brand voice – keep the same company voice across every communication
Value proposition – every time they hear from you, it’s relevant and useful
Stand out – many companies don’t take their branding across into operational communications
Clear touchpoints – the more they see you, the more you’re in mind for purchases or recommendations
Cross-promotion / upsell – use your trusted branding to share more (relevant) products and services with your customers
Campaign reminders – good campaigns are memorable and repetition works to reinforce them
Benefits of a single platform to companies
All in one place – organised, easy to use, clear
Insights – data/stats available across the whole customer experience
Time saving – less time to upload or populate multiple systems and less to log in to
Secure – just one system to monitor and protect (and pay to protect)
Easier for staff – everything they need in one place can improve productivity and reduce technology frustration
Integration issues removed – the fight to make technology pair up is over!
Branding is reinforced and clear – everyone sees how it should look
Branding consistency – no room for departing from the brand guidelines
Customer targeting – better ability to pull customer data and offer more relevant communications
Retention – if it’s seamless and correct, customers are more likely to stay with you
Brand loyalty – customers who enjoy your efforts to get it right tell others
Benefits of a single platform to customers
Less room for error – if the customer’s name is corrected on one system, for example, it’s not missed on the other
Seamless – automation and triggers send the right information at the right time
Targeted – all data held in the same place means communications are right for that customer
Timely – communications, whether operational or marketing, are sent at the best time to have an impact
Customer service – all staff can access what’s needed to help with queries
Satisfaction – relevant communications, fewer errors and a seamless service make holding an account with you easier
Client Case Studies
PlusNet
PlusNet is just one of our customers who is using the full platform available to cascade branded information. They’re a provider of UK domestic and commercial broadband and mobile packages.
What they needed
A single, integrated platform for all customer communications
A quicker and smoother method for sending out documents to replace a slow and expensive internal system
Clearer onboarding welcome packs for new customers
The solution
All operational data-driven communication is now managed through an automated platform for web, email, and mail channels
100,000 rendered bill PDFs generated in under 45 minutes
Bills sent out according to customer preference – print or email
Day-specific billing for client preference on payment dates
The results
A significant reduction in call centre enquiries
Errors eradicated
Compliance requirements met
Reduction in print quantity, waste and storage
Out-of-hours, automated document processing
Scheduled communications
Same-day turnaround on printed postal communications
Significantly higher 5-star ratings for customer service
Statements and bills are a key part of the customer experience. Romax ensures that the impact and message remain the same regardless of the communications delivery method.
INEOS
INEOS Automotive looks after vehicle warranties post-sale.
What they needed
Implementation of a global aftersales warranty communication platform
Region-specific communications
Multiple language translations
Correct and accurate translation
Document distribution via print, SMS, and email
Outbound and inbound communication
The solution
A tailored, flexible system that receives multiple data sources and language formats
Delivery of critical time-sensitive communications to Grenadier owners
A custom-built platform to receive and process data
Branded, region-based data sent when required
Customers sent communications via their preferred channels
The results
Accurate information sent to customers across the globe
Customer communication channel preferences met
One single supplier for global communications
Time savings
Cost savings
Romax is your partner for a streamlined, efficient system that works for both staff and customers. Get in touch to let us know what needs refining in your business.
