Shaping the
future of customer
communications

see our work

ONE TO ONE

We create lasting and profitable personal customer communications - in all direct, digital and social channels.

Marketing and agency services

PSONA are a new kind of Customer Engagement Agency. Customers today think most brands don’t matter but we think we can change that. We believe brands have to understand what matters to people if they want to matter to them.

We commissioned a major research project with the Future Foundation to identify the Make It Matter drivers that brands need to adopt.

With data analysis and our Method Planning approach, where we walk in the customer’s shoes, we have everything we need to make brands matter, across every customer touch point and every channel, for both B2C and B2B sectors.

PSONA Films creates content that influences across all brand and business communications with world class organisations and ambitious challengers. We have just under 30 years heritage and over 250 international creative awards.

Our multipurpose philosophy both maximises investment, creating new content geared towards multiple re-purposing, and extracts more value from existing material to create refreshed content. Year after year we appear in the top 10 of the Televisual Corporate Top 50. Our clients include BP, Bayer, AXA, Pitney Bowes, JCB and Darty, a FTSE 100 global bank as well as other major players within the world of financial services.

Editions Financial is a content marketing agency specialising in Financial Services and Business. We provide a full range of content related services, from strategic consultancy and the creation of content marketing frameworks, to the creation and delivery of content assets including thought leadership, website and social content, infographics, motion graphics and video. Our strategic approach is insight based and locked into the customer journey. We believe when our content answers the needs and pain points of FS audiences, whether B2C, B2B or B2B2C, we will deliver more effective, efficient content that drives results.

Our creative production hub utilises market-leading technology to deliver a diverse range of solutions including creative design, digital asset creation, artwork creation, retouching, forms design and proof reading. Our clients benefit from our proprietary workflow system which enables them to manage, collaborate and approve marketing campaigns within a fully audited and transparent environment, whilst adhering to any regulatory compliance and legal requirements. We also provide onsite creative production teams, which allow our clients immediate access to a dedicated team of professionals who live, breathe and guard their brand.

We deliver applied data intelligence to unlock growth. Our data and analytics experts crunch, segment, profile, model and pore over all conceivable forms of data.  We consider online and offline data sources to help you understand who your customers are, how they behave and how to find more of them. Our proprietary ALLIANCE database will give your data a turbo charge, driving insight and bespoke data solutions. Whilst our technical solutions; from single customer views, to prospect pools, to decision engines ensure that we are able to connect strategy with people to create behavioural change.

We have proven expertise in delivering campaign workflow solutions backed by the best in breed marketing services platform enabling our clients to assemble, approve and distribute campaigns across all touch points and channels at speed whilst reducing costs – we deliver the agility your business needs to interact with your customers effectively at each point in their journey.

From templated designs, key approved digital asset storage, the ability to self-service sign off and approval processes all underpinned by automated workflow to remove manual intervention; we can ease the cost and complexity of execution and delivery of your multichannel marketing campaigns.

Customer communication management

Poorly designed documents can create problems; increased call volumes, email queries, delayed payments, low response rates and poor customer experience. In other words it drives failure demand and frustrates your customers. Customer communications too often confuse, raise questions or just don’t give the customer the information they need.

Through our Information Design expertise we fundamentally re-engineer customer communications across all offline and online channels. We simplify (through language, structure and layout) complex, data-rich information, to make your customer communications easy to navigate, understand and act upon.

The process of generating compliant, clear and effective communications through the ever-growing landscape of channels is hard to manage. We use market leading software solutions, proprietary integration, along with teams of highly trained document consultants to create compelling and on-brand personalised output based on customer preferences - no longer does one size fit all - revision, content control and preference management all become easy with Communisis’ services.

Combining data and information design along with business rules and regulatory information, we deliver next generation document applications whilst empowering business users to edit content remotely, quickly and easily, all whilst meeting your core objectives and keeping your customers happy.

We will help you design and deliver integrated customer communications strategies across transactional and marketing comms, ensuring distribution through the right channels at the right time to suit your customers. We’ll ensure these are brand-compliant, personalised and cost-effective, assisting you to build a better relationship with your customers, increasing retention and maximising value.

We deliver online marketing technology solutions including digital asset management (DAM), supported by many other proprietary features relating to the effective and speedy execution of marketing campaigns. This allows you to keep control of your brand assets with a single version-controlled repository. This brings the benefits of ease of access and use and the ability to make changes through self-serve, meaning you are able to react to market changes quickly and effectively.

We have long been at the forefront of developments in the postal market, being the first to install new technology to integrate post into the supply chain and to embrace 'first adopter' opportunities for any new products and services offered in the market.  By taking this approach we are always able to offer the most up to date, cost effective, innovative solutions in using your current DSA provider. We work closely with a number of clients (and their DSA providers) from cost saving initiatives and service improvement enhancements through to mailing strategies to avoid unforeseen surcharges. 

Every organisation faces the dual challenge of improving customer experience and reducing operating costs, leading to the need for both front and back office digitisation. We have a proven methodology for assessing current digital capability, aligning this with your aspirations and creating a roadmap for delivery. Our deep expertise enables us to overcome legacy IT challenges in the short term to deliver immediate benefit whilst longer term replatforming takes place. We believe that success in digital transformation is about creating an organisation that is agile, operationally excellent, can treat its customers as individuals and works cohesively across all touchpoints.

We bring our specialist services together to deliver full BPO solutions from the creation of green field operations to adopting existing discrete functions within your organisation or supply chain. We have an unrivalled record for successful TUPE and transition with our clients consistently benefiting from ongoing savings generation each year, investment in continued innovation and access to latest capabilities without the cost of capital investment.  When investments have already been made and supplier contracts are in place we can unlock the value of these to deliver business transformation at pace and maximise the return for your business. 

Security communications

We are the UK market leader in security printing, and we fully understand the tight guidelines laid down by industry regulators; as such some of our techniques and developments have been adopted by the industry. This level of dedication in combination with over 100 years cheque printing experience, provide the country’s major financial institutions with the confidence to award long-term supply contracts for 100% of their security requirements.

Our in-house capabilities meet the exacting C&CCC standards for layout, design and security.

From the end of 2017 banks will be legally required to exchange digital images of cheques with one another. The change, known as the Image Clearing System, could leave banks vulnerable to increased cheque fraud as existing systems are often unable to detect counterfeiting and altered cheques from scanned images. Communisis’ e-UCN (Unique Coded Number) uses a complex algorithm to generate a unique code that is lasered onto customers’ cheques, ensuring that suspect cheques are automatically held for investigation.

Enterprise content management

By analysing your business processes, we can work together to understand how your current processing tasks can be enhanced or automated. We look to increase right first time processing while being able to reduce the time taken to process customer transactions, helping to improve your customers’ experience. Our platform can intuitively validate extracted data automatically, reducing the manual steps of any process.

We have vast experience and success in understanding and analysing inbound architectures and use our consultancy expertise to build a solution that meets your unique requirements. We can manage your inbound services in your existing locations, using our expertise to rationalise, improve and embed lean techniques or we can also migrate your service to a centralised Communisis digital mailroom where multi-channel receipt of documents through any channel can be opened, sorted, prepared and scanned, saving time and reducing costs.

Our digital archive application is designed to provide a content and case management service, helping to control records and the storage of images with associated data. The solution stores the images in a way that provides individual retrieval, case management and the application of records management policy with informed destruction rules.  We ensure any required records management policies, processes, legislation, right to be forgotten etc., are applied, defining the best end-to-end solution for the records.

ONE TO MANY

We create activation communications in retail and FMCG channels that motivate customers to experience and buy products.

Integrated agency services

How do you understand, predict and influence consumer behaviours in both physical and digital shopping environments to inform creative ideas that work for all key stakeholders - brand, shopper and retailer – to drive purchase intent and ultimately sales?

Our strategic team are ex-client side (brand and retailer), meaning they understand both sides of the retail challenge. We work with brands to ensure they’re effectively represented at point of purchase and with retailers to ensure their activities are compellingly articulated in-store.

Our proprietary tools ensure that we’re in touch with shopper trends, attitudes and behaviours day in, day out.

 

We combine expert customer, brand and shopper knowledge with multi-channel creative capabilities.

Attending IGD and POPAI events provides us with an understanding of retailer priorities and we have direct relationships with top Grocers, Boots, Superdrug, key convenience and wholesale retailers, plus on-trade experience through our drinks sector work.

We work with retailer data owners developing targeted shopper-centric campaigns and Media Centres to plan activations.

We present to buying, marketing and category teams alongside clients to sell-in retailer-exclusive activity and liaise with digital media teams to develop tailored activation plans.

We develop retailer-specific guidelines for category events, delivering campaigns from concept to fulfilment.  

 

Our creative teams ‘live retail’ and thoroughly understand the requirements for effective retail communications. They generate ideas that activate shopper behavioural change and drive commercial success for our clients.

They understand where, when and what to say to shoppers and deliver ideas and executions perfectly tailored to both physical and digital media.

Retail is fast-paced and requires quick turnaround. We pride ourselves on delivering not only the strategic insight and creative solutions that assist our clients in meeting their commercial objectives, but also the processes and systems to ensure quick turnaround, high volume work. Demanding clients require a robust agency.

From on-pack competitions to film partnerships, bespoke premiums production to social amplification, we are experts in developing and delivering effective promotional campaigns.

Activating across both physical and digital channels, we identify the right mechanics against your budgets and targets and balance a call-to-action with brand equity messaging, reaching your audience when they are close to point of purchase, consumption or influence.

We believe in accountability and are focused on the commercial effectiveness of our work, tailoring measurement of efficacy and ROI in all of our campaigns.

From on-pack competitions to film partnerships, bespoke premiums production to social amplification, we are experts in developing and delivering effective promotional campaigns.

Activating across both physical and digital channels, we identify the right mechanics against your budgets and targets and balance a call-to-action with brand equity messaging, reaching your audience when they are close to point of purchase, consumption or influence.

We believe in accountability and are focused on the commercial effectiveness of our work, tailoring measurement of efficacy and ROI in all of our campaigns.

Whether it’s building a new brand, breathing new life into a brand, or building brand appeal with a new audience, we can assist.

Our Strategy and Planning team all have experience developing NPD, category leadership and innovation strategies across multiple sectors.

We have worked with our clients to run category analyses in order to identify white space; activate category drivers using new products; interpret market data into actionable product innovation insights; deliver differentiated product concepts and new brand creation; define brand stretch (how new products should fit within existing brand portfolio/line-up) to business case development and customer sell in strategy.

Campaign management

We identify and optimise efficiencies throughout the campaign process to enhance brand presence and increase ROI. Our team of experts manage your campaigns either from being embedded with your marketing department or off-site in one of our multitude of global offices.

 

Our ‘drop team’ are on hand to work with the clients from the beginning – part of the team – part of the service. This industry leading team of experts can be rapidly deployed to cover peak volumes or instigate contracts in days.

Supply chain management

Accredited by CIPS (Chartered Institute of Procurement and Supply), our procurement model is recognised globally as industry leading and a key component of our sustainability, compliance and due diligence policies. Our scale enables us to leverage best value for our clients.

Our Strategic Sourcing team sits at the heart of our buying and supply chain operations. It is located in 10 major cities throughout the UK and Europe and is comprised of a mix of strong subject matter expertise and procurement experience drawn from a number of FTSE 100 (or equivalent) organisations.

It is the key entry point for our suppliers and helps us identify the best product solutions for our clients and their customers, whilst managing supply chains in a way that balances quality, leverage, sustainability and innovation.

Brand activation

Forward thinking strategies, platforms and ideas for brands that travel across channels.

We can effectively translate campaign concepts into highly impactful displays and inspiring retail environments. We support clients from initial concepts, management of language adaptation and creation of geographical variants through to consulting on formats and processes to optimise in-store consumer interaction.

Studio services

Our creative production hub utilises market-leading technology to deliver a diverse range of solutions including creative design, digital asset creation, artwork creation, retouching, forms design and proof reading.

Our clients benefit from our proprietary workflow system which enables them to manage, collaborate and approve marketing campaigns within a fully audited and transparent manner, whilst adhering to any regulatory compliance and legal requirements. 

We also provide on-site creative production teams, which allow our clients immediate access to a dedicated team of professionals who live, breathe and guard their brand.

Campaign fulfilment

 

We offer high-frequency, complex fulfilment over 103,000 sq. ft capacity over two UK sites, supported by an international network of partners.

High security items, bespoke packaging solutions and time-critical fulfilment are all offered with real-time stock management linked to an online ordering platform, recording audit and reconciliation data.

Clients

  • Samsung
  • Argos
  • BT
  • British Gas
  • Amex
  • Coca cola
  • Lloyds Bank
  • Barclays
  • Bacardi
  • COTY
  • EE
  • Kelloggs

awards

It's not the winning that counts, it's the taking part...Ok it's the winning!

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