K2 – Convergent thinking, enabling P&O to deliver a quality customer experience from day one
Business problem
Deliver customer communication that enhances customer experience and satisfaction, and removes complexity and confusion.
K2 solution
An innovative solution based on digital asset management and digital print technology, comprising:
o Smart data library, managing imagery and content
o A simplified print format communicating fully individualised and relevant information
Business benefit
A dynamic database led communication solution that enhanced both brand perception and customer experience.
Commercially the benefits were significant, mail costs were halved and materials usage was dramatically reduced with a commensurate effect on costs.
Levels of customer confusion and complaint were reduced, resulting in lower levels of call centre traffic.
The system also provides P&O with the ability to react tactically and tailor content quickly and economically.
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