1. Renting Homes (Wales) Act 2016
…delivering requirements
James Shand 20th February 2018

2. Programme Welcome and introductions Breakfast
Opening remarks - Stuart Ropke, CHC
Legal requirements - Bethan Gladwyn, Hugh James
Illustrative contracts - Simon White, Welsh Government
Technology solution - Mike Prager, TriPartum
Q&A Workshop

3. Technology solution
Mike Prager, Technical Director, TriPartum

4. About TriPartum
Provide Customer Content Management (CCM) solutions that bridge the gap between data and customers by;
using key service documents to strengthen customer experience, relationship and loyalty;
transforming how organisations manage, produce and present informational communications;
managing the end-to-end process to deliver a value for money solution;
utilise insight, skills and knowledge from multiple market sectors

5. +5 Utilities Insurance Financial Vendors Retail Housing Associations
These are some of the clients we have provided our services for.
Housing Associations +5

6. WHAT MAKES A PIECE OF MAIL VALUED?
1. IT CONTAINS USEFUL INFORMATION Valued mail contains information that keeps customers up to date, tells them something new and explains what, if anything, they need to do. 44% of people feel better informed by mail they value. 2. IT MAKES YOU THINK Valued mail makes people consider – or reconsider – their perceptions about the brand or product and its relevance to them. 57% of people who received mail they valued felt more positively about the brand that sent it. 3. IT CREATES FEELINGS Valued mail creates real feelings. Some are personal, some are purely transactional and some arise due to the relationship between the recipient and the sender. 45% of people feel happy when they receive mail they value. 4. IT LEADS TO ACTION Perhaps most importantly of all, valued mail drives actions that create commercial value for the advertiser. Valued mail engages customers on a personal level because they either already had a relationship with the brand or because they received mail that was timely or relevant. 92% of consumers who reported feeling something in response to valued mail also said they acted on that feeling. Royal Mail MarketReach, Valued Mail, Quadrangle, 2014.

7. Making documents work Functionality / Design
Pre-sale
Post-sale
Deeply branded with navigation and meaningful content
Functionality / Design
Poorly branded and not user friendly
Engagement / Customer experience

8. Driving customer relationship
Customer experience
Customised
Information available in channel of choice
Unified design philosophy
Context driven marketing of relevant products, offers and services
Build customer identify and emotion
Offer and open up opportunities for better CX
Continuous improvement driving customer satisfaction and VfM
Designed
Information Design led approach for engaging presentation
Greater degree of clarity
Incorporate opportunities for marketing/information
New services more easily integrated
Reduction in bill related queries
Reduced cost-to-serve
Generic
Limited design value and often confusing to understand
Data driven appearance linked to back office platform capability
Difficult to make changes
High cost-to-serve through poor customer experience
Customer experience
Driving customer relationship

9. Steps to a stronger customer communications strategy:
View CCM as an important CX strategy
Centralise your governance of CCM
Create a flexible and adaptable customer communications operating model
Manage and measure the whole customer journey
Prepare content once for use across multiple channels
Invest in staff with the right omni-channel skills and experience
Select partners aligned with your vision and way of working

10. Project ROI (based on 4,000 packs)
ICO fine
Postage
Printing
Staff time
Data preparation
Cashflow
Call centre
Overtime
Enclosing CX
Validating
Envelopes
Paper EX
Pre-print
Processing
Wastage
Set-up
Production
Hidden
Opportunity/Risk

11. Project ROI (based on 4,000 packs)
ICO fine
Postage
Printing
Staff time
Data preparation
Cashflow
Call centre
Overtime
Enclosing CX
Validating
Envelopes
Paper EX
Pre-print
Processing
Wastage
Set-up
Production
Hidden
Opportunity/Risk

12. Renting Homes (Wales) Act 2016
Looking to offer a solution for all
In discussion with Welsh Government
Plans with Community Housing Cymru
Outline solution;
Online access
Set contract clauses
Ability to edit and select
Batch load customer data
Multi-channel delivery
Electronic signature
Audit trail

13. Making sense of information…
…by bridging the gap between data and customers

14. Q&A Workshop

15. Q&A Workshop How are you intending to meet these obligations?
Creation of contracts
Communication to customers
What are the main barriers?
Feedback on the technology demonstration
Anything you would want to add?
Any concerns with the functionality

16. Thank you for your time…