Customer communications

Communications mean your teams have less time for customers

Your people are opening mail, stuffing in-trays, stuffing envelopes. Legacy email or SMS systems don’t integrate with your systems. One supplier doesn’t play well with another. When things go wrong, fingers get pointed instead of problems getting solved. And every communication is a customer waiting, from complaints to appointments, bills to cheques.

Every time your teams have to struggle with delivery problems or wrangle suppliers, that’s time not spent on the customer.

You could start herding an army of suppliers that each handle just one small part of the problem. But that idea gives you a headache. And it just gives your teams different admin tasks instead of replacing them.

Which is why Restore Information Management provides a single, end-to-end service that handles both inbound and outbound communications for highly regulated customers. Our infrastructure and expertise takes care of all your delivery headaches so your teams have more time to take care of your customers.

Inbound

Your customer sends you a query, a complaint, a cheque, a form. Letter, email, document, or data. We open, categorise, and extract the relevant data before routing it to the right team. We can also securely store or securely destroy the originals. We’ll also safely return any original documents to the customer, from generating the covering letter to popping them in the post.

You receive the decision-ready data extracted from the communication. We can send it to you, feed it into an API, or securely store it for you in our UK-based data centres, where your approved team members can access it 24/7.

Outbound

You need to send a customer an appointment reminder, bill, renewal notice, complaint response, or anything else. So you tell us what you want to send and who you want to send it to, and you pass us the data in whichever format works best for you.

We take that data and turn it into a set of instructions that follow your predetermined rules and generate the right communication for the right person. Letters, email, SMS, Braille, Easy Read: whatever the customer needs to get the results you need.

And the customer receives the letter, email, or SMS that is most likely to get the result you need.

One less risk

Each hand-off is a gap waiting for something to fall into it. The more suppliers in your chain of custody, the more chances to explain to a regulator how the breach occurred. Because the regulator is asking more of you with each passing year: when and how a message was received, where it was stored, who accessed it and when, when and how the response was sent, when it was delivered…

It’s a bewildering array of information that needs to be held. But we’ve got some experience of managing information (*cough* 30 years *cough*). Not to mention having more accreditations than you can shake a regulator at, from ISO 27001 to BS10008, FSQS to ISO 9001.

And all of our facilities and servers are based in the UK. No hidden transfers, no secret subprocessors. How many suppliers can guarantee your information is kept on these shores, being processed to the highest national standards?

Just one. Us.