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

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

Technology solution Mike Prager, Technical Director, TriPartum

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

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.

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

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

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

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

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

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

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

Q&A Workshop

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

Thank you for your time… james@tripartum.com info@tripartum.com www.tripartum.com