Case Study: How A Popular UK Manufacturer Used Address Lookup To Save Costs And Provide Excellent Customer Service

Introduction

One of the UK’s most popular manufacturers and home improvements firms have been a client of Hopewiser’s for over 10 years now.

The IT team originally started with an on-premise address management software solution, but recently were looking for a solution that had automatic data updates and an online reporting feature, so usage of address lookups could be tracked.

More importantly, they wanted the ability to purchase address lookup bundles online, so as much or as little as required could be bought.

• The client lacked automatic data updates, so putting this in place saved time and required little effort on their part to implement. It also saved costs and improved the accuracy of their data.
• The addition of an efficient online reporting feature meant that the client saved time, reduced costs and the increased practicality of online reporting improved their efficiency.
• Being able to track address lookups provided them with insights about their customers behaviour and expectations, and helped them to identify trends.

Any business that is capable of automating mundane processes like reporting and update processes will be saving costs and allow them to focus more time and energy on other areas of the organisation.

How We Launched An Address Lookup Solution For The Manufacturing And Home Improvement Firm.

Hopewiser discussed the cloud solution, Address Lookup, and the team decided this would be perfect for their requirements. Hopewiser’s cloud solution offers daily Royal Mail Postcode Address File (PAF) updates, which are managed in-house meaning the clients IT team don’t have to conduct any maintenance. Plus the fact that one bundle of lookups could be used across all their different applications.

The client was also impressed with the online Portal’s real-time reporting features, including graphs, for usage.

Address Lookup would enable the organisation to simply enter a postcode or partial address into the engine and then intelligently assess each address and match. It was seamlessly integrated into their website and applications to make search processes and checkouts quicker.

It is now running with many thousands of lookups purchased each year. Using the Portal to check usage and report on key times (when usage is high), helps in planning and analysis of the peaks and troughs in business.

The Address Lookup service has saved a lot of time, in terms of no longer having to maintain their addressing software in-house with Royal Mail updates. Plus, only one Royal Mail licence across all their disparate applications is needed, which ensures saving on licence fees.

Automatic Renewal has also been set up, which means forgotten payments or running out of clicks during busy periods never happens. Not only has this simplified the renewal process, it has given them confidence when it comes to their website checkout process, as there is no risk of downtime.

The team know that they do not have to go through a significant process to cancel their renewal or alter the amount of clicks needed. The process is quick and easy as they have full control of their online Hopewiser dashboard. This means alteration to orders and payments can be made easily to suit the busiest and quiet times.

All click bundles lasted for 12 months, mitigating potential wastage from purchasing monthly bundles. When working with this client we had to auto-renew the amounts of clicks to suit the peaks and troughs of the business.

Conclusion

In order to keep the campaign successful and up and running into the future the Portal and it’s abilities need to be kept up-to-date and working efficiently. The client rely on the portal for maintenance of their addressing software, saved costs on Royal Mail licencing fees and automated renewals.

“We have found the flexibility of the Portal invaluable.  With auto-renew, we no longer worry about running out of address lookups and find the service easy to use. Our commitment to quality means we strive for excellent customer service.  Always having an address lookup available for our customers is one small part of that service.”