over 9 million communications in one year.

Ambition.

British Gas required a communications process that embraces a full multichannel arrangement, bringing together email and printed communications into one arrangement.

Strategy.

• An email html is sent out through our high-volume broadcast system to generate maximum cost saving
• Mail documents are either sent:
  • Through a bespoke mail workflow where specific inserts are required
  • Through Go Inspire Solutions’ AlwaysOn solution if volumes do not generate mail sort discounts
• In the event of a ‘bounce’ showing that the email is not delivered, the data is automatically converted to paper mail and sent through the appropriate production channel
• This process is a watertight way to ensure that critical communications are delivered and, in this case, also satisfy Ofcom that its requirements are being adhered to.

Results.

Email-first approach delivers maximum cost saving by removing unnecessary production and postage costs, for those customers who engage with email.
British Gas benefits from the lowest postage costs available, even if volumes do not meet mail sort discounts.