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As the landline arm of the Carphone Warehouse Group, Talk Talk Direct has become a successful business in it’s own right over the last 10 years by providing excellent services to their customers. 

The Situation

The very nature of the Talk Talk Direct business means that they need to send thousands of customer statements each month. Having always used Royal Mail’s Mailsort 2 1400 service in the past, they decided to put the contract out to tender to see whether costs could be reduced and delivery measurably improved at the same time.

The Solution

Now the UK Mail service provides a two day definite standard, ensuring statements are delivered a day earlier and that that day is known to all.
Now the UK Mail service provides a two day definite standard, ensuring statements are delivered a day earlier and that that day is known to all.
UK Mail were able to provide a solution to Talk Talk Direct which has helped them achieve both of these clear objectives – reducing mailing costs by 14% in the first instance and improving the delivery quality and controllability of when mail is actually received by consumers.

Now the UK Mail service provides a two day definite standard, ensuring statements are delivered a day earlier and that that day is known to all. Knowing mail is delivered on a specific day enables Talk Talk Direct to manage contact centre response levels, which in turn helps them to provide a better consumer experience of their brand.

This solution was implemented in partnership with Talk Talk’s existing mailing house and both the mailing house and client were pleasantly surprised by how few operational changes there were in the changeover from working with Royal Mail. The whole implementation was complete within less than four weeks and the client was able to start making savings from the first day they posted with UK Mail.

The Service

The service Talk Talk Direct switched to is known as the UK Mail Business Class two day definite service and it is a hugely popular choice with business customers who are looking to reduce costs and have more control over their customer care.

Under this service, any mail which can not be mailsorted is processed using the UK Mail Economy Class three day definite service.

The Feedback

The UK Mail Business Class two day definate service has been deemed such a resounding success by all involved – the client, their mailing house and UK Mail – that it became a longer-term contract and has spurred Talk Talk Direct to approach UK Mail to reduce their costs even further by implementing a Mailsort 700 service.

"I am extremely pleased with how the implementation went and how quickly we have been able to make the cost savings outlined to us. The service has helped us to achieve our business objectives."

Mark Williamson, Billing Operations Manager, Talk Talk Direct
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