GRAHAM is a privately owned company specialising in building, civil engineering, interior fit-out, facilities management and investments across the UK and Ireland. GRAHAM needed a way of delivering impact messages for their projects quickly and efficiently, from a company who could respond quickly to short notice requests for the print and delivery of leaflets, postcards and letters to support Work Notifications requirements and community engagement campaigns.
GRAHAM required a solution-based approach from letters to A5 postcards and a collaborative approach to ensure all recommendations and ideas were checked for both deliverability and to ensure cost saving where possible. Once the letters and formats were in place, the close collaboration has continued to ensure we deliver the best solution for all parties. As part of this Lbox Communications has attended and supported a workshop covering best practice on engagement with the Public and the importance of Customer opinions and perception. This was part of National Customer Service Week initiative.
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Lbox Communications used it’s on site print facilities at its Richmond head office combined both unaddressed, addressed and Royal Mail delivery to build the solution for both GRAHAM and their various stakeholders. After the initial phases and discussions on the campaigns and found that brand and message was not always consistent, templates for letters and supporting A5 postcards were then setup following brand guidelines and notification requirements, these were approved for use by both GRAHAM and the Major Highways Stakeholder Client.
The introduction of these not only ensure brand was followed on all communications but also reduced the time required to design the notification letters for GRAHAM. All printing is controlled directly by Lbox Communications meaning brand guidelines were adhered to. The 24 hour turnaround meant that campaigns could be ordered by 2pm to land with residents the next day. Where unaddressed delivery was used the delivery teams would carry GPS trackers to provide added delivery assurance.
The benefit of this has been taken a step further with the development of a template driven ordering system that can include final client sign off processes, this is currently in testing due for release in 2020.
Gary Burt, Stakeholder Communications Manager – UK (Civils Division) said, We needed a UK wide distributor who understood our requirements and could accommodate quick turnaround times instead of fixed service level agreements. After an initial meeting with Lbox Communications, we worked closely with our Account Manager and began trialling a number of projects using the online portal to set the mapping area.
The online mapping allowed us to provide a number of options to the project team to select properties that fronted works, identifying properties along a diversion route and to set a radius or bespoke area to map. This system provides an overview on the number of properties, and a cost, which in turn allows an area to be scaled up or down as required.
It has been invaluable to have an Account Manager at the end of the phone and this relationship has been solution focused and always helps us deliver our commitments to customers.