Latcham Direct helps SSE deliver timely and compliant customer communications
A white paper digital print solution allows SSE to manage the multi brand, multi tariff offering, with no stock obsolescence and the ability to react quickly to market or regulatory changes.
This solution also allows SSE to partner with high street brands such as M&S. M&S Energy is supplied by SSE, and they work together to give the customer a great value gas and electricity package. M&S said “It’s a confusing energy market out there, and we wanted our customers to be able to come to a name they already know and
trust for all of their energy needs.” By switching to M&S Energy M&S customers are rewarded with M&S vouchers when they sign up to a new tariff.
Because it is critical to ensure that their communications are clear and compliant with Ofgem’s strict guidelines, there is a lot of variable data to manage for what are complicated bespoke Energy, Phone and Broadband contracts.
Using sophisticated document compilation software, Latcham are able to pull in variable branded content along with personalised variables to create fully bespoke branded packs which are printed together in order to minimise the number of print runs and also maximise postal savings.
Our solution has evolved to include many other communications which have been added to the fulfilment services that Latcham Direct supply. Now all packs are digitally printed and are despatched to a same day or next day SLA’s.
In addition, we provide an e-solution, allowing SSE to communicate with their customers using the customer’s channel of choice – email, web or print. In August 2014 Latcham Direct developed a document archive and retrieval solution, which allows us to archive an exact rendition of the printed pack, greatly assisting query handling and compliance requirements.
Creating these complicated customer communications requires a sophisticated workflow. We have developed a proofing and approval solution to manage and track document changes, critical where there is such high levels of ongoing tariff changes and the need for multi internal department sign offs and transparency.