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Wesleyan increase customer engagement and improve production processes with statement redesign

Wesleyan sends an Annual Statement of investments to customers. However, market research indicated that, while the statement was fine from a business perspective, the information needed to be clearer and easier to understand.

By introducing full colour digital laser printing and variable content, it would be possible for each customer to receive one, well-designed, personalised statement, containing only content relevant to them, in a format that reflected the society’s brand values and communicated the broader choice of investments on offer.

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Case Study_Wesleyan statement redesign

Key benefits

With its work on the new statement and improved business processess, TriPartum has helped Wesleyan to achieve a number of benefits:

Introduced:

  • an engaging fully personalised A5 colour booklet
  • a bespoke portal and associated functionality allowing business users to securely maintain current and historical customer statements
  • reporting to support a full audit trail meeting internal compliance requirements

 

Reduced:

  • call centre activity relating to queries by 22%
  • print complexity and the impact this had on production timeframes and costs
  • the amount of paper by 44% in comparison to the previous format

 

Demonstrated:

  • an uplift in calls relating to making further investments
  • greater customer engagement
  • improved comprehension and customer experience