Case study

Ticket to ride How Critiqom is driving communication innovation and efficiency at Merseytravel

Merseytravel is the Executive Body that provides professional, strategic and operational transport advice At a glance: to the City Region Combined Authority to Customer enable it to make informed decisions. It is also the delivery arm, making transport happen. The , connecting Liverpool with the Wirral peninsula, • Merseytravel – Executive Body responsible for fall within Merseytravel jurisdiction. making transport happen in Liverpool region.

Recently, Merseytravel reviewed its print and mail set-up Challenge with a view to driving more efficiency and flexibility around customer communications relating to the Mersey • To drive efficiency and quality around ticketing Tunnel Fast Tag and Concessionary Travel Renewal communications. process. Following a formal Procurement process, Critiqom was selected to provide print and mail services Solution and now handles a variety of critical communication mail-outs for the organisation. Janet Roach, Customer • Critiqom’s expert consultancy leads to changes to Delivery Manager, Merseytravel, comments: “The document layout for increased impact. A white communications relating to Mersey Tunnels consist of paper solution allows more flexibility for document monthly statements – for people who have our ‘fast-tag’ design. service and renewal documents, both for fast-tag and for English National Concessionary travel passes. Results and achievements

“This is not a particularly high-volume requirement • Merseytravel has saved in the region of £36k per compared to some of the national statement issuers – we annum through partnering with Critiqom. send in the region of ten thousand communications each Simplified, pre-filled forms enable faster processing month. However, we wanted a partner who could bring and verification. flexibility and innovation to our paper communication process. Additionally, we wanted a single supplier for print and distribution.”

Critiqom introduced a number of innovations to the print and mail process, enabling Merseytravel to operate more “Since Critiqom came on board we estimate that we efficiently and ensuring that customers receive the best are achieving savings in the region of £36k per possible service. annum against previous annual print and mail costs.”

061115/V1 Janet continues: “Many of the communications we send are form-based, so Critiqom was quick to introduce initiatives such as pre-filling the forms with the customer’s name and address rather than asking them to hand-write “Critiqom introduced a white-paper printing this information. This obviously helps the customer and process which allows far more flexibility in terms therefore speeds-up the verification process.” of the look and feel of the resulting document.” Critiqom introduced a white paper printing process which allows far more flexibility in terms of the look and feel of About Critiqom the resulting document. This manifests itself in terms of placing additional messaging on the documents. Organisations that depend on accurate and timely transactional communication join forces with Added Janet: “What was previously simply white space can Critiqom to simultaneously reduce their overheads now carry additional messaging such as information on and improve results. forthcoming tunnel closures. We can even carry advertising – we recently ran a promotion for a Mersey Ferries sunset How? By transforming the way they create, manage cruise. and deliver day–definite critical communications.

“Since Critiqom came on board we estimate that we are Trusted by public and private sector organisations for achieving savings in the region of £36K per annum against over 8 years, our end-to-end suite of data, print, post previous annual print and mail costs. Savings are and multichannel services are secure, compliant and obviously important, but Critiqom’s partnership approach offer unbeatable value for money: like our unique is also key. If we have an issue we need only pick up the Primepost service, that enables organisations to spend phone and they are fast to react. They have also 35% less* on every item they mail. proactively come to us with suggestions for improved ways of working which have streamlined the whole operation.”

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*vs Royal Mail 2nd Class Critiqom Limited, Document House, Phoenix Crescent, Strathclyde Business Park, Bellshill ML4 3NJ T: 01698 847979 | F: 01698 847980 | E: [email protected] | W: critiqom.com Registered in Scotland: SC 160484 | VAT Reg: GB 829 6758 70 © 2015 Critiqom Limited