BackgroundThis reputation is reflected in all their written communications and therefore it was important for them to select a supplier that could help them enhance their reputation and provide them with the ability to customise their communications quickly and efficiently.


OTM began work with the client some five years ago. The initial application was the client's 'standard letters' on their loan and credit card products. The client had experienced some difficulty with their incumbent supplier and indeed some letters had remained unchanged for years, due to systems inflexibility. The second application involves the processing and printing of the client’s monthly statements – a print run of over 1.2 million statements per month.

The SolutionThe client wanted a flexible outsourced partner who could assist them not only in the printing of their critical documents, but equally important, would also help them enhance their reputation for personal service in their written communications. On the standard letters project this involved the creation of letter templates at OTM – new letters can now be added in a matter of days whereas previously the timescale could often extend to months.

In addition OTM have assisted the client in delivering a high standard of presentation across all their products – all creating an improved customer experience. Three years ago, OTM commenced the processing and printing of the client's credit card statements.

A dedicated team was allocated to manage the project and successfully transferred the work from the incumbent supplier to OTM in under 3 months.

Today OTM receives data from the client in a variety of formats via a dedicated link. On the statement application the data is transmitted daily and over 50k items are printed, enveloped and despatched on the same day. OTM produce over 20 million mail packs every year on behalf of the client, including statements, customer letters and cheques.

Future Initiatives

• Future initiatives include the re-design of the client's statement with the addition of dynamic personalised messages using OTM Transpromo marketing techniques.