Case Study


Plusnet PLC is a British quad play internet service provider; providing broadband, landline, IPTV and Mobile services. Founded in 1997 in Sheffield, Plusnet became a PLC in 2004. In 2007, Plusnet was acquired by BT Group, but continues to operate as a separate business.

Operational customer communications are part of the customer journey experience that creates brand loyalty and delivers the necessary legal and compliance lead content required of onboarding and welcome packs, general customer communication and billing and statement runs for a major telecoms business. Choosing a secure supplier that can provide the full service from software development and applications, cross channel communication and web-integrated services to manage their communication, was a key requirement for them in selecting Romax.


Romax manages over 1.25 million documents monthly for Plusnet

The brief

Provide a seamless, integrated platform to create and distribute all operational communications from onboarding to billing for multi-channel communication.

The solution

All operational data driven communication is now managed through an automated platform for web, email and mail channels.

Results that matter

Plusnet received an application that meets their communication needs, that consistently meets all SLAs on time and compliance.

Operational customer communications

Plusnet’s data driven multi-channel customer communications needed improvement. The company were experiencing unacceptable delays in processing and distribution of documents at high internal cost. Plusnet also required help to produce effective onboarding communications such as welcome packs with greater clarity that provided clear account information for new service users.

Romax provided a system that processes a minimum of 100,000 rendered bill pdfs in under 45 minutes. These bills are then directed based on preference, to either printed or electronic distribution. The platform produces day specific billing again for client preference on payment dates.

Same day despatch on communication

As the system processes data automatically from an automated data share protocol, documents are created out of hours, electronic comms being scheduled daily so Plusnet benefit from same day turnaround on printed postal communications.

There has been a significant reduction in the number of call centre enquiries from customers seeking clarification, errors have been eradicated and compliance requirements have all been met. Romax’s same day multi-channel processes reduce print quantity, reduce waste, reduce storage, dramatically reduce the number of client enquiries and add value and brand engagement.

Increased client satisfaction

Plusnet customers received a unique and truly dynamically personalised welcome booklet that improved brand value perception. This self-contained mail ‘keep’ piece was retained as a reference document containing all of the onboarding instructions and client specific contract information. Laid out in a brand focussed and easy to understand way. The pack helped reduce new user calls by significant volumes receiving a user ‘Rave’ rating of almost 5 stars!

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