The Challenge Provident Financial is the UK's largest Home Credit provider offering unsecured loans, collected by agents, to more than a million customers. Our challenge was to develop multi-channel Retention activity across all stages of the Customer Journey that allowed for increased complexity, closed all contact loopholes, improved results and, crucially, lowered costs. The Solution All behavioural and developmental customer touch points were assessed to produce an optimum contact strategy. Stationery was designed strategically and in bulk so lasering and personalisation could drive cost and time economies across cells. Customer performance and key events also triggered activity. All included tests of channels, creative, frequency and message. The Result Excellent. The results are giving greater insight into behaviour and helping model for future development and ROC (Return on Customer). A complex contact strategy is being managed time-efficiently and the client has seen the cost efficiency of the annual programme (excluding postage) increase by a staggering 17% year-on-year.

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