Talk Talk Direct

 

The Client

Talk Talk Direct are a landline business of the Carphone Warehouse Group and have built up a successful business over the last 10 years through providing excellent services to their customers.

The Situation

They have an on-going requirement to send thousands of customer statements each month through their mailing house in Croydon. Talk Talk had always used Royal Mail’s Mailsort 2 1400 service, but decided to contact a number of organisations to establish who could help reduce costs whilst also improving delivery.

The Solution

UK Mail were able to provide a solution to Talk Talk Direct which helped them achieve their two primary objectives:

• Reducing postage costs
  
• Improving the controllability of when mail was delivered to consumers

UK Mail demonstrated how they could improve upon the existing Mailsort 2 1400 rates by reducing their clients mailing costs by a further 14%. This reduction in cost was achieved without detriment to the existing quality of service.

In fact, the solution provided helped to achieve their second objective of improving the delivery quality and controllability of when mail was received by consumers. As the UK Mail service provides a two day definite standard, statements are delivered a day earlier and on a specific day. Knowing mail is delivered on a specific day enables them to manage contact centre response levels, which in turn helps them to provide a better consumer experience of their brand.

This solution was implemented in partnership with Talk Talk’s existing mailing house. Prior to this implementation, the mailing house had no experience of working with UK Mail as they had always used Royal Mail’s Mailsort services.

As the UK Mail service has evolved from the existing Royal Mail Mailsort services, both the mailing house and client were pleasantly surprised by how few operational changes there were. The whole implementation was completed within less than four weeks and the client was able to start making savings from the first day they posted with UK Mail.

The Service

The services used for this solution are the UK Mail Business Class two day definite service. Any mail which can not be mailsorted is processed using the UK Mail Economy Class three day definite service.

This implementation was successful and provided mutual benefits to the client, their mailing house and UK Mail. Talk Talk continues to post through UK Mail and are currently working with UK Mail to reduce their costs further through implementing a Mailsort 700 service.

The Outcome

“I am extremely pleased with how the implementation went and how quickly we have been able to make the cost savings outlined to us. The service has helped us to achieve our business objectives.” Mark Williamson, Billing Operations Manager, Talk Talk Direct

 

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