The document proposes reducing mailing costs by shifting more renewal proposals to electronic delivery. It suggests piloting the electronic renewal process with 1,000 customers and offering an incentive to switch to email renewals. The goals are to reduce mailing costs by $600,000, save 8 tons of paper, maintain a renewal rate above 82%, and maintain a customer net promoter score of at least +20. Success will be measured by reducing mailings by 50% while meeting the renewal and customer satisfaction criteria.

7. Idea:
Wouldn’t it be great if we could reduce
the cost of mailings by doing more
renewals electronically?

8. People:
Customers who receive renewal proposals
by mail
The CFO
Everyone who benefits from less paper
consumption

9. Problem:
Goals:
- Reduce renewal mailings
- Maintain renewal rate
- Maintain Customer satisfaction

10. Problem:
Benefits:
- Save $600,000 on mail costs
- Save 8 tonnes of paper

11. Problem:
Success Criteria:
- Mailings reduced by 50%
- Maintain renewal rate over 82%
- Maintain Customer NPS at +20

12. Solution:
1) With Pilot
- Identify 1,000 customers with known good
email details, currently on paper renewal,
renewing in September
- Offer incentive to switch to email
- Send renewals by email
- Monitor renewal rate
- Monitor NPS

13. Solution:
1) Without Pilot
- Identify all customers with email on record
- Test emails for positive response
- Shift customers with known good email to electronic
renewal
- Flag customers with no or known bad email in CRM
system
- Get call centre to update email at next contact
- Analyse renewal rate daily
- Measure NPS monthly