Most organisations know about the obvious communications: statements, policy renewals and onboarding packs. But what about the more operational letters sitting as Word templates on a shared drive – some niche, some used every day?
These are often the ones created to support a process workaround that was supposed to be temporary, or the ones left behind when the last round of automation was completed. As a result, they don’t get the ownership they deserve.
They have a tendency to live in the operational shadows: notionally owned by Operations, but expected to satisfy product, compliance, customer experience and marketing requirements.
For many customers, these are one of the main interactions they have with their product provider: the letter that explains what has happened, what needs to happen next, and whether the organisation feels joined up or not.
That is the kind of problem Simplify CLEAR is designed to help with: bringing the hidden correspondence estate into view, reviewing it consistently and improving it quickly.
We assess communications against our CLEAR criteria and your internal standards. We help you understand where risks and opportunities lay and prioritise change to improve customer outcomes and quality, at scale, without creating another major change programme.
Dom House
Head of Frameworks
