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RED TAG® - from post box to letterbox
December 2008The RED TAG® system, to be launched by Royal Mail in the new year, will provide companies sending out high volume mail with an unheard-of level of information, enabling them to manage contact centre traffic, plan follow-up activity and track ROI.
OTM has worked with Royal Mail to trial RED TAG® on behalf of the Pension Trustees of Royal Mail Group. Managing one of the UK’s biggest funds with more than 420,000 members, the Trustees needed to provide all members with a comprehensive benefits statement. The use of RED TAG® has enabled the contact centre to know exactly when mail would arrive, thereby gearing up to answer questions quickly and confidently and meeting Service Level Agreement targets. Not only does the process allow for easier handling of incoming queries, it also enables contact centre staff to reassure customers exactly where their information is in the mail system.
OTM acted as the point of production for the statements, creating the documents and introducing the necessary codes. These codes enable each document to be read by the Royal Mail’s sorting machinery which is then tracked through the system, providing instant management summaries and itemised reports. Because RED TAG® uses existing Royal Mail sorting machinery, the system can be introduced nationwide without any additional onsite investment.
Charles Esdale, RED TAG® Access Manager at Royal Mail, has worked with OTM on development and testing.
“This system gives mailers a new level of control,” he says. “Previously they knew when they actually sent the letter but once it entered the mail system it was out of their control. Now it can be tracked right through to the machine preparing the postal worker’s daily load.
“OTM has done an amazing job of creating their software to apply the necessary codes to our transactional mail; their experience of transactional documents has been invaluable.”
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