British Gas Retains Customers with New Statement Design
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The Challenge
Facing competition for the first time, company needed to improve overall billing and communication to avoid losing customers.
The Company
British Gas Home Energy
The Story
When the utilities industry in the United Kingdom was deregulated, British Gas polled its 19 million customers and learned that 27 percent were considering changing suppliers. It also learned that often the only point of contact, the monthly bill, was their largest source of dissatisfaction because it failed to provide a clear explanation or enough information about their monthly charges. They turned to Pitney Bowes Group 1 Software’s DOC1 system to produce clear, readable bills and statements that are not only tailored to the individual customer but also deliver a powerful means of one-to-one marketing.
The Benefits
Clear, Coherent Customer Bills
The DOC1 solution is robust enough to generate high volumes of documents in short periods of time. It is also dynamic enough not only to quickly create customized marketing messages on bills, but also to produce additional statements on an ad-hoc basis.
A Personalized Marketing Vehicle
DOC1 enabled new marketing content to be developed and delivered on customers’ bills every month. Now it’s easy to inform customers about the products and services the company had to offer — and provide details on their ongoing commitment to customer service.
Cost-Effective Production
The system has lowered the overall costs of producing 600,000 documents a day.
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