The Challenge
A long-standing client of ours – a major UK utility company – approached us during a period of significant internal financial change they were facing. They needed to notify hundreds of thousands of customers about updates to their bank account details. The project came with complexity:
- Volumes of up to 300,000 letters split across 1–2 page formats with multiple variations
- Inclusion of optional components, such as a Direct Debit mandate form
- Uncertainty around final letter content, quantities, delivery deadlines, and stock requirements
- A strict need for cost-efficiency and rapid turnaround once approved
What The Client Needed
They were evaluating options both in-house and externally, and came to us with clear questions around:
- How to handle large-scale fulfilment
- Turnaround times for batches of up to 100,000 letters
- Pricing structure, especially as volumes changed
- Flexibility around file sizes, run volumes, and envelope stock availability
- Our ability to move quickly once internal approvals landed
Our Response To The Brief
We provided a fast, transparent proposal with:
- Fixed pricing across all volume tiers—offering cost certainty regardless of batch size
- A clear production estimate of 30,000 letters per day, with scalability built in
- Multiple envelope options: both bespoke (10-day lead) and standard overprint stock with quicker turnaround
- Confirmation of flexibility around file delivery and production workflows
- Open communication to align with their internal sign-off timelines
The Final Outcome
Once approved, we rapidly initiated production and fulfilled the full campaign within agreed timeframes. Despite the early uncertainty, our proactive planning and responsiveness meant the project ran smoothly from start to finish.
Client Feedback (via our ISO Client Report):
✅ Service expectations – Very satisfied
✅ On-time delivery – Very satisfied
✅ Support & communication – Very satisfied
✅ Documentation & clarity – Very satisfied
✅ Overall satisfaction – Very satisfied
