Engage 28 by GI Solutions Group

ENGAGE

GDPR: Prepare for GDPR and thrive when it arrives

REQUEST A SAMPLE PACK OF OUR PERSONALISED VARIABLE MAILERS SEE PAGE 7

ALAN, INSIDE THIS ISSUE PAGE 03

PAGE 06

Case study: How an investment of £10k saved £270k a year

New whitepaper: A look at disruptive technology trends

ISSUE 28

Winning with

In this issue

Alan

03 Close Brothers Case Study How an investment of £10k generated a £270k a year saving.

04/05 Winning with GDPR Prepare for GDPR and thrive when it arrives

06/07 News Includes more GDPR information, a preview of upcoming events as well as new formats and research.

08 Insight Show 2018 Listen to Crawford Davidson, Go Inspire Managing Director, on the showcase stage.

Welcome to Engage, the GI Solutions magazine that provides you with industry news and ideas for your company. With 2018 well underway, we’re moving quickly towards 25th May, and the implementation of the new General Data Protection Regulation. Many brands are now considering their options for staying compliant, and acquiring new customers, in light of the new legislation. On pages 4 and 5 we bring you an update of how to prepare for GDPR and thrive when it arrives. On page 3 you’ll find our latest case study, showing how by re-designing their Welcome Pack, GI helped Close Brothers Premium Finance generate an annual saving of c.£270,000. See Pages 6 and 7 for details of our latest whitepaper, Facing the Future: a look at disruptive technology trends, as well as details of how you can use personalised variable One Piece Mailers to drive ROI for your business. Crawford Davidson, Managing Director of Go Inspire, will be speaking at Insight Show 2018, see page 8 for details. We hope you enjoy this issue of Engage. All feedback is welcome, so please do not hesitate to send any comments to marketing@gi-solutionsgroup.com, or contact me using the details below. Thank you for reading Engage. Yours sincerely,

View online www.gi-solutionsgroup.com/engage Or use the QR code below. Download a free code reader app at www.beetag.com

Alistair Ezzy Managing Director, GI Solutions alistair.ezzy@gi-solutionsgroup.com uk.linkedin.com/in/alistairezzy

If you need more information, Alan, contact me This magazine was printed by GI Solutions, 147 Scudamore Road, Leicester, LE3 1UQ. Tel: 0116 232 1711; Fax: 0116 232 1611; Website: www.gi-solutionsgroup.com. For more information contact Tara Pickles, Head of Group Marketing on 07970 263 943. We will hold your details in accordance with our Privacy Policy and may contact you by mail, email or telephone on the products and services offered by GI Solutions. If you would like to unsubscribe from the GI Solutions mailing list please email marketing@gi-solutionsgroup.com with your details.

ENGAGE 27 28

Robin Welch

robin.welch@gi-solutionsgroup.com

07973 626432

You had me at Hello: Getting the customer welcome right Background Close Brothers Premium Finance (CBPF) help to make insurance more affordable for 2.1 million personal and commercial customers, by enabling them to spread the cost of their insurance premiums into monthly instalments. This is called premium finance. Whenever a new individual or business chooses to pay their insurance premium with premium finance, via one of the over 2,000 brokers who work with CBPF, they are sent a welcome pack from CBPF. This welcome pack includes details of their insurance policy, a payment schedule, as well as a credit agreement which the customer needs to sign, date and return to CBPF.

The problem Some customers were getting confused when they received the welcome pack from CBPF, as they were expecting all communications to come from the broker or insurer that they had arranged the insurance from.

Key points • Annual saving of c£270,000 • Inbound calls to the contact centre have reduced by 9%. • Outbound calls to customers have reduced, as the number of customers completing the credit agreement correctly has increased. • Letter costs and processing costs of sending out new credit agreements have reduced from 10% to 3%.

This drove large volumes of inbound calls to CBPF’s contact centre. Another issue was that a large number of credit agreements – around 10% – were either not returned by the customer, or were completed incorrectly. The knock-on effect was substantial extra workload for its employees and subsequent rising costs.

The solution With a small investment to change the layout and content of the welcome pack to be more customer-focused, CBPF enhanced its communication with its customers.

Personal Lines Premium Finance Close Brothers House Wimbledon Bridge 1 Hartfield Road

T: 0333 321 8566 F: 0870 243 0029 cespf@closebrothers.com E: customerservi therspf.com W: www.closebro

London SW19 3RU

NEW

As arranged by Red Hot Brokers

Mr AB Sample 1 Sample Street Sample Town Sampleshire SA1 9LE

01 July 2016

Your account number:

Results This gave CBPF an annual saving of c£270,000 for an investment of £10k for the redesign of their welcome pack. Costs for CBPF have reduced due to the following:

Dear Joe Smith,

Finance Brothers Premium through <Red costs, arranged Welcome to Close and any associated your insurance policy finance for to be providing the a We are delighted it, there are also please do go through n you will need, Hot Brokers>. all the informatio letter is a pack containing Included with this you to do as well. t things we need couple of importan

1 Check your Direct

Debit details

Joe Smith • Account Name: 00000000 • Account Number: 00-00-00 • Sort Code: 00000000 e: • Mandate Referenc , details are incorrect If any of these immediately on please let us know No>. <Tel Debit you read the Direct Please make sure 3. Guarantee on page

Read and return

ent your credit agreem

this n enclosed with you read the informatio sheet, pre-contract It’s important that Questions and Answers letter, including the t. credit agreemen information and your sign a copy of to go ahead, please in the prepaid If you’re happy to us nt and return it copy is for your credit agreeme 14 days. The other envelope within records. t, we may cancel a signed credit agreemen insurance policy. If you don’t return could affect your your account, which

tomers. ebrotherspf.com/cus online at www.clos Brokers> on refer to our FAQ’s broker, <Red Hot to know, please else you would like contact your insurance If there’s anything policy itself, please is about your insurance Or, if your question <Broker Tel No>. Yours sincerely,

• Inbound calls to the contact centre have reduced (by 9%).

1234567891 01

AB Sample Close Brothers

Don’t forget to read, sign and return

your credit agreement f

Premium Finance

is Brothers Limited Group plc. Close 4FT. of Close Brothers Place, London EC2A Limited — a subsidiary Address: 10 Crown of Close Brothers Authority. Registered is a trading style and Prudential Regulation Premium Finance Close Brothers Conduct Authority by the Financial for training purposes. Authority and regulated Calls may be recorded Prudential Regulation 195626. authorised by the House Number Registered at Companies

• O utbound calls to customers have reduced, as the number of customers completing the credit agreement correctly has increased. • Cases that had to be rejected altogether have fallen. • A s fewer credit agreements are being completed incorrectly, letter costs and processing costs of sending out new credit agreements have reduced (from 10% to 3%).

marketing@gi-solutionsgroup.com 0116 232 17 11 www.gi-solutionsgroup.com

www.gi-solutionsgroup.com

Download our Myths & Facts guide

The new General Data Protection Regulation (GDPR) is all about Transparency, Integrity and Confidentiality.

6 Myths and Facts of Data Protection Get GDPR to work

The industry is working closely with Drop partners to increase the level of g door drop space. Improvements will sets and print versions to assist in imp

in your favour

September 2016

People will have rights – by law – around how their personal data is used. This includes the right to be forgotten, the right not to be profiled, the right to access their data – and more.

Download the guide: gi-insight.com/whitepapers/ 6-myths-and-facts-of-data-protection

Sector level targeting f Ca. 3000 households f Limited targeting

COMING Q1 2018

Get GDPR to work in your favour

Use Door Drops to Acqui

Walk-level targeting f Postperson's walk ca 500 households f 6 x increase in targeting

Postcode level targeting f Postcode level targeting, average 12-15 households f 33 x increase in targeting

Winning w

In this issue we provide you with the tools to pr

Follow the ICO Blog by Elizabeth Denham Information Commissioner, Elizabeth Denham’s series of blogs continues to sort the fact from the fiction, so keep up to date with her latest news and updates.

iconewsblog.org.uk/category/elizabeth-denham

ENGAGE 28

The Expert View: Ro

Check out our previous i featuring a GDPR Q&A to k

gi-solutionsgrou

Acquire New Customers

sely with Royal Mail and its key Door e level of granularity of targeting in the ments will allow the better use of data ist in improving Return on Investment.

Download the Royal Mail GDPR Guide

Guide to DM and the GDPR Download the latest guide from Royal Mail to find out more about busting the myths around GDPR and discuss what the changes in law may mean for third party data sets and mail, and how you can prepare for GDPR.

Coming soon

Get in touch to request your copy email: marketing@gi-solutionsgroup.com

with GDPR to prepare for GDPR and thrive when it arrives.

ew: Rosemary Smith

Attend our GDPR Seminar

evious issue of ENGAGE, Q&A to keep you informed.

Further your knowledge at our General Data Protection Regulation Seminar. Youâ&#x20AC;&#x2122;ll hear from industry leaders who will share the positive outlook for marketers and help you make the most of the opportunities provided by the legislation.

utionsgroup.com/engage

GDPR SEMINAR

Book your place for our seminar on 16th February. gi-solutionsgroup.com/gdpr-seminar

www.gi-solutionsgroup.com

News

PROMOTIONS, NEWS, IDEAS & UPDATES

You can benefit from GDPR GDPR (General Data Protection Regulation) is a hot topic with marketers, bringing as it does concerns about limiting our ability to speak to our customers. But looked at another way, this is a great opportunity to refine and enhance your data, to only speak to those customers who want to hear from you and make sure you aren’t wasting resource in holding data that isn’t up to date. At GI Insight we have several ways that will help you make the most of the new legislation to transform your business, help you make money and have happier customers. We want to help you embrace GDPR and use it to help make you more successful. Alison Wright, GI Insight Client Services Director

Kick things off with a FREE Data Audit Good data management is at the heart of effective direct marketing, preventing decay and ensuring the compliance of your data. Sign up to our FREE Data Audit Service and we will audit your existing database, provide you with a summary report and offer advice for your next steps in maintaining GDPR compliance.

gi-insight.com/enablers marketing@gi-insight.com

linkedin.com/in/alison-wright-01

Facing the Future - A look at disruptive technology trends The world is changing very rapidly. It is only 10 years since the first iPhone was launched, a development that spurred a whole range of innovations ranging from mobile apps, fingerprint identification, to mobile payments. A lot of those things have quickly become mainstream actions and are now taken for granted. Mobile, however, has just been one development — cloud computing, social media, big data analytics — the world has changed so rapidly, and will continue to do so if we look at what is coming. Chatbots, voice-recognition, the Internet of Things (IOT), blockchain — the list is long and each of those new developments has the potential to fundamentally transform how businesses operate. How valuable are those new technologies? And how can you assimilate them into your business? In our latest white paper, we provide an overview of upcoming technology trends that we believe will have significant impact on customer communications. Also provided are recommendations on how to overcome complexities in managing and utilising those new trends.

To request your copy of please visit:

gi-solutionsgroup.com/facing-the-future

ENGAGE 28

NEW WHITE PAPER REQUEST YOUR COPY TODAY

Seminar Dates Increase your knowledge of customer communications by attending one of our highly successful seminars.

GI Red Alert: 7 things to remember when designing Mobile Apps Apps are all about the customer and provide a highly engaging touch point that can be personalised to improve the customer experience. It’s clearer now, more than ever, that optimising your business for mobile is absolutely key for almost all industries. Optimising for mobile doesn’t just mean making your website responsive. Studies have shown that between 80 and 90% of ‘mobile minutes’ are spent in apps - not on mobile websites. The reason? Apps offer a better mobile experience.

DIRECT MAIL SEMINAR

Thursday 25th January 2018

GI Offices, Leicester

GDPR

Take a look at our 7 tips to remember when designing your mobile app online at:

SEMINAR

bit.ly/2Bh9jUi

Use personalised variable One Piece Mailers to drive ROI Make each individual pack you send unique to that customer to increase relevancy and response. Better use of targeting: ✔ Improves relevance and personalisation ✔ Drives customers online and in-store ✔ Enhances customer experience ✔ Drives return on investment (ROI) ✔ Works as a media magnifier for other channels Visit www.creativeformats.com to see this format in action and request samples. marketing@gi-solutionsgroup.com 0116 232 1711 CF code

Input the format code number in the search bar to watch 3D animations of the formats.

REQUEST YOUR SAMPLE PACK NOW

Friday 16th February 2018

GI Offices, Leicester

Mail Futures Forum

May 2018 - To be confirmed

London - To be confirmed

Thursday, 18th January 2018

280

The Regency Club- Sedulo, Deansgate, Manchester, M3 2EN

Seminar registration Visit the website registration page and fill in your details to register for the above seminars

gi-solutionsgroup.com/seminars www.gi-solutionsgroup.com

7-8 MARCH 2018 OLYMPIA CENTRAL, LONDON

eveloping D a Customer Mindset. Crawford Davidson, Go Inspire Managing Director Crawford has a wealth of experience as a marketing director, launching the Boots Advantage Card, re-launching Tesco Clubcard and launching the Morrisons Card. Listen to Crawford at the Insight Show 2018

Day One | 7 March 2018 | 11.40-12.00 | Showcase Stage