British Gas

We produce sensitive and regulatory critical communications for British Gas in paper and email form. There were 9m paper communications produced in 2019.

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

British Gas are continually improving systems to reduce costs, improve efficiency and deliver better compliance. The centralised document composition model is a proven way of achieving all of these benefits and Go Inspire Solutions have been instrumental in delivering an excellent, flexible and scalable service which we are continuing to improve.”                                                                                                                                    – Service Delivery Manager – Print, British Gas