Printer Requirements Doc

Welcome Letter

Address Verification Letter

Payment Failure Letter

Corporate Letter Streamline | Rewrite

Monitronics Security, Customer Interaction & Lifecycle Manager

Project Intent

• To ensure customer account notifications are a) necessary, b) communicate intended message, and c) maintain consistent look and feel.

Audience

• Customers with account update that may/may not require further action. 

Challenge

• Intended message lost in sea of marketing lingo and graphics.
• Individual departments create their own letters with no brand standards to follow.
• Print frequency dependent upon manual effort.
• Data quality lacking oversight.

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Solution | Skills Contributed

• Interviewed individual department to understand purpose of each notification.
• Researched and documented back-end processes supporting event triggers and data transfers.
• Identified and alleviated communication gaps with revised messaging, and discarded unnecessary notifications.
• Conducted total rewrite of all communications, employing new brand standards for voice and design.
• Consolidated and coordinated official printer migration (42 letters), providing new fulfillment requirements and rules to streamline process and data pull.
• Improved overall response by providing clear call to action (including pay stubs when appropriate).