Welcome Finance Group returns management case study

Welcome Financial Service Ltd is one of the largest providers of financial services products to the non-standard consumer credit market in the UK.

Through their 350 strong national branch network and contact centres, they offer personal and secured loans to customers who are unable, or choose not, to purchase these facilities from mainstream providers.

In August 2006, as part of their ongoing communication strategy, Welcome Finance sent out a 500,000 item mailing to their customer database to inform them of changes in terms and conditions.

Due to the age and quality of the data a high proportion of gone-aways could have been predicted but the 32,500 returned items eventually received to their head office far exceeded their available storage space and processing resource.

This case study explains how Royal Mail helped the company reduce the return mail charges levied and increase the speed of data capture and transfer to CRM system, while getting data back in a format suitable for immediate branch use using its 2D CodEffect Barcode technology.

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