Severn Trent Water
Operating across the heart of the UK, Severn Trent Water supplies over 8 million customers from mid Wales to the East Midlands.
Working within a closely regulated industry policed by Ofwat, Severn Trent Water was not only searching for an outsourcer to reliably print, enclose and despatch a range of customer communications, but also a supplier they could trust to deliver robust production processes that would consistently meet their own and Ofwat’s exacting standards.
Along with communications integrity, another key factor for Severn Trent Water was production capacity and flexibility. Requiring payment books, remittances, various bills and reminder letters to be printed and enclosed- along with multiple inserts- into a range of envelope sizes on the day data is received.
Our solution
Well established as an outsource partner for a variety of the UK’s water suppliers - producing and mailing more communications than any other outsource supplier for the UK’s water companies - the team at Opus Trust Marketing are well versed in creating solutions that deliver to the water industry's rigorous standards.
Demonstrating Opus’ capacity and experience when it comes to accommodating quick turnaround, high volume runs, Severn Trent Water were interested to find out more on what Opus Trust Marketing’s services had to offer their customer communications.
Through Trust Post providing a fully transparent production process for Severn Trent Water’s customer communications, thanks to scan-able 2d bar codes, the team quickly implemented a secure, transparent work flow which was not only robust but also flexible enough to accommodate the water supplier’s variable communication formats and volumes.
Keen to do more, the team working closely with Severn Trent quickly spotted opportunities where Opus Trust Marketing could enhance the water company’s customer communications, pointing out that Opus’s Trust Post solution could not only lower postage costs but also provide a more reliable service.
Through creating a Trust Post solution Opus’ mail sortation and downstream access account has cut costs and helped Severn Trent push forwards in their 5 year plan towards becoming more efficient.
Having forged a strong relationship with Severn Trent Water the team at Opus has also moved into developing a Trust Creative solution for the water supplier’s bills. Utilising Opus’ communications expertise to re-engineer bills in order to present information with more clarity, Opus has also provided opportunities to add marketing messages when required- adding an effective channel for Severn Trent to engage with their 8 million customers.
The result
An unwavering focus on providing Severn Trent Water with the best customer communications service Opus can has resulted in a strong relationship between the two companies, which thanks to the team's continual focus on doing more has seen Opus’s Trust Pack service grow into a combination of services with Trust Creative and Trust Post- further enhancing Severn Trent Water’s customer communications.
- Stationery usage has been made more efficient thanks to Opus improving Severn Trent Water’s transactional mail production processes to reduce wastage. Additionally stationery supply has been integrated with Severn Trent’s environmental drive; Opus’ FSC and PEFC certification enables paper from sustainable sources to be used for the water supplier’s communications.
- Payment books, remittances, various bills and reminder letters printed in full colour or mono and enclosed into three different envelope sizes- along with multiple inserts when required- within the day of receiving data, able to accommodate both small and large volumes from Severn Trent Water.
- Communications mailsorted prior to being despatched via Opus’s downstream access account, attracting cost savings for each mail piece whilst enhancing service levels.
- Document re-engineer and design has enhanced Severn Trent Water’s bills to not only present information with clarity but also open up customer communications into becoming an effective marketing communications channel.
Supporting Severn Trent Water with a highly effective platform that keeps them talking to over 8 million customers.
