Imaginative Customer Communication

The right information for the right customer, attractively designed and intelligently implemented is the key to imaginative customer communication.

No customer wants to receive a letter telling them about a branch opening in another county or a special offer that doesn’t apply to them. They do appreciate, however, communications be it bills, letters and statements which subtly demonstrate that the document is tailored for them, their needs and their circumstances; is informative to them and gives a clear call for action when needed.

A Practical Example

Take this example of a travel company's confirmation receipt - printed in black and white using traditional offset over-printing onto pre-printed base paper. This production process results in a bland looking, hard to understand document which does nothing to enhance the company's brand in a competitive marketplace. And a document which misses a valuable opportunity to sell additional products and services.

Traditional Approach • Usually Black & White fairly 'sterile' document • Uses pre-printed stationery • No personalisation • Does not enable up selling / cross selling • Does not add to customer experience • Does not enhance the company’s image Click here for a larger image

The OTM Solution

However, OTM offers an alternative, enlightened approach. A new solution where documents are unique, based on the particular consumer’s purchase which offers real promotional and additional sales opportunities.

For example, if a customer has not booked insurance or car hire, the invoice can include the appropriate promotional messages - even offering special prices or discounts.

And we're not talking little grey boxes or lines of text here. OTM's solutions can offer full colour production with intelligent and attractive document design and creative white space management.

OTM Approach • Personalised to an individual customer and their travel plans • Highlights products and services the customer has not yet purchased • Full colour production • Data driven ‘intelligent’ document Click here for a larger image

It's all about personalisation. Taking an individual consumer’s personal data and booking details and tailoring the invoice specifically to them.

Customer relationships are developed and enhanced by the improved communication process, increasing loyalty and customer satisfaction, whilst the increased sales opportunities can offset the cost of document production.

The Production Process

Click here to view a presentation movie outlining an example production process and OTM's unique approach to dealing with the unique challenges producing transactional documents for the Travel industry. (Apple Quicktime Required)