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Categories: Case Studies

Latcham Direct Helps SSE Deliver Timely and Compliant Customer Communications


SSE are one of the principle energy suppliers in the UK – with the following Brands in their Group, Scottish Hydro, Southern Electric, Swalec, Atlantic and SSE. They are proud of their record of providing the best customer service and their communications are a vital part of the customer journey experience.

Latcham Direct have worked SSE for over 15 years. At the onset this was just simple Gas or Electricity contract confirmation letters.

In the last 10 years especially, a lot has changed within the Utility Market including the products and services that SSE offer their customers, and also the content and channels of communication. In addition greater governance and compliance to Ofgem regulations has greatly affected their customers contact and the customer journey. With several energy brands within the SSE Group Latcham Direct manage multi brand fulfilment and ever changing tariff offerings.

The Solution

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.

The Result

A unique feature of the Latcham Direct archive is that we are able to archive the output of other print and fulfilment suppliers, allowing SSE the option to have one solution containing archived documents from all their suppliers in one place.

Latcham Direct have developed an excellent working relationship with SSE and are proud to work with them to deliver and develop communication solutions.

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