Case Studies
Our case Studies will tell you exactly how
we've helped our clients, the strategy we
took, how we executed the solution and the
overall results.
Angels
EWA takes on the challenge of consumer support for fancydress.com, a successful e-commerce site
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Angels
One of the UK's most successful family owned businesses for over 300 years, expanded into the world of direct consumer ecommerce launch of a new web based business.

Not structured to deal with the number of enquiries especially as it is a peak and trough type business but still need to ensure that consumers are dealt with in a consistent way and provided fast accurate information relating to their purchases.

Also necessary to ensure some standards are maintained around SLA's - difficult to do internally, together with rising staff costs and difficulty managing this aspect of the business meant looking at outsourcing. Wanted a boutique agency that would take care of the brand and a close working relationship - chose EWA
Merial
EWA provides strategic communications and support for the market leader in Animal Health
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Merial
As a leading provider of animal health products, Merial had a traditional trade based customer base which was serviced with a team of field based territory managers. As more products came on board together with strong competition and a need to operate more efficiently, EWA was contracted to assist Merial with their customer management strategy.

Together, EWA and Merial put together a pioneering communication programme that enabled direct contact with the end user of the products (farmers, liveries etc.) whilst strengthening the relationship with the trade (vets, distributors etc.). The introduction of direct offers and related benefits allowed the capture of critical data for the first time which then in turn enabled the development of a programme of, targeted, relevant and timely communications based on real insight. A dedicated team of office based customer service agents were recruited to offer detailed advice and guidance to end user customers and to promote campaigns and offers to the trade.

This strategic approach to communications transformed the way Merial managed their customer base and built end-user loyalty in a growing competitive environment.
Phillips 66
Fuel Ordering, Vehicle Routing & Customer Management
Operating 363 days per annum, EWA provides a dedicated team with specialist skills to manage this mission critical project for one of the UKs major fuel brands.
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Phillips 66
Email and telephone orders are taken by EWA staff from fuel stations and fuel wholesalers often requiring delivery against very tight deadlines. Due to the nature of the products, it is essential that orders are captured correctly and that the vehicle loading instructions meet the complex safety and standards criteria. It is also a key priority to prepare an efficient and cost effective routing and delivery schedule in order to maintain a competitive delivery service.

Managing around 350 sites, EWA deals with all customer interactions and co-ordinates the delivery schedule in conjunction with 3 national hauliers to ensure the safe, efficient & accurate end to end process is applied from order to delivery.

Using EWAs in-house developed, windows-based routing & scheduling system the team is responsible for the management of almost 3500 deliveries per month which carry a value of around £120m.
Nissan
Providing complex advice and guidance to Motability customers and prospects throughout their purchasing cycle.
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Nissan
The sale of vehicles into the important Motability market represents 1 in every 7 cars sold by Nissan in the UK each year. EWA provided a dedicated team of experts and intergrated CRM solution enabling delivery of complex help, advice and guidance to buyers and users of Nissan vehicles purchased under the Motability scheme.

Whilst in depth product knowledge and a comprehensive understanding of Motability qualification rules and criteria are vital, it is the sensitivity and careful handling of customers and owners, delivered through exemplary customer service training that ensures an exceptional customer experience and outstanding loyalty ratings to Nissan vehicles.

Our experienced team contacts over 30,000 customers per annum, working with specialist dealers to retain ownership with, or convert purchases to Nissan. The team have helped Nissan maintain a healthy (circa) 50% loyalty rating, equating to nearly 11,000 vehicles per annum, whilst helping to convert new Motability applicants or conversions that number around 12,000 vehicles per annum.
Marks & Spencer
lunch-to-you
EWA provides the integrated online platform for the Business to Business lunch-to-you service.
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Marks & Spencer
lunch-to-you
In 1996 Marks & Spencer (M&S) launched lunchtoyou, an online corporate catering service enabling companies to order M&S food for workplace meetings and events. As a long term partner, M&S turned to EWA help develop, deploy and manage the lunchtoyou service.

As a fully outsourced technical solution EWA provides the entire online retail platform, integrated customer communications, back office administration, credit control and account management functions as well as all logistics integration, reporting and analysis.

During this long running service provision EWA has pioneered a number of intervention marketing strands to re-engage customers at critical points in their individual purchasing behaviour. These 'Critical Lag' programmes had a significant impact on customer retention, reducing churn and generating upwards of £1million of additional order revenue.
Ford
Ford Talkback - a full service customer engagement programme.
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Ford Talkback
EWA designed and implemented the Talkback membership programme and further extended its reach through the development of the Test Drive 24 programme. At its core, a database comprising 395,000 drivers of Ford and competitive marques, facilitated customer communication, segmentation and analysis.

The EWA contact centre managed all customer communications - from requests for information and advice through to managing competition response and selecting letters for inclusion in the quarterly magazine. Event invitations were controlled through EWA's event management system to ensure the smooth flow of invitations, response and ticketing.

Talkback returned significant loyalty and conversion to Ford Motor Company.
JET - Consumer Engagement
For wholesalers and manufacturers, it is becoming increasingly important to achieve a direct relationship with the consumer that goes beyond Brand Loyalty.
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JET - Consumer Engagement
From a start point of having zero consumer data, EWA has created promotions and data capture processes to ensure that opted in consumers are able to access benefits, creating a closer relationship between the consumer and their local site, the site and the brand and crucially, the consumer and the brand.

Data captured on consumer profile, individual behaviour and preferences has brought real insight into the strategic planning for future marketing activity (both locally and nationally) and at the same time has provided added value through footfall and purchase behaviour.

Highly targeted, relevant communications conducted through the customers preferred channel and to very specific segments together with an effective feedback loop ensure continued interest and freshness as a matter of course for the programme.
HS2 - Engine for Growth
Dedicated enquiry management team, delivering individual messaging in a highly complex environment.
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HS2 - Engine for Growth
High Speed Rail 2 is a massive new infrastructure project designed to revolutionise rail travel capacity and speed in the UK. The thirty year, 54bn construction programme represents one of the largest and most ambitious civil engineering challenges ever undertaken in UK and Europe.

EWA are proud to manage the HS2 24x7 Enquiry Service Helpdesk through our dedicated team of experts who even at this early stage of the project have consolidated our capability in handling a wide range of enquiries - ranging from in depth requests for technical information and impacts through to handling responses from public engagements events.

This is a very sensitive environment where care in the formulation of accurate on message responses, whilst retaining a level of professional empathy, is vital. In depth training is a pre-requisite to ensure our agents are comfortable with the subject matter, together with careful management of one to one communications, case by case that are recorded through a bespoke Contact Management System developed by EWA specifically for this purpose.
Marks & Spencer
Staff Discount Scheme
Managing staff incentives can be a minefield, especially in an environment with fluctuating staff levels such as retail.
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Marks & Spencer
Staff Discount Scheme
For the last 20 years, EWA has managed and administered the Marks and Spencer staff discount scheme which entitles the employee to discounts in M&S stores and through M&S online shopping channels. The scheme is card based and EWA is responsible for initial card production, data loading and ongoing administration which includes a process for lost and stolen cards together with a staff helpline to assist with any scheme related enquires.

Data security is of utmost importance due to the sensitivity of the data held and the obvious risk of fraudulent usage. The scheme membership totals over 250,000 people and includes employees, pensioners, nominees and crucially, temporary staff during peak retail periods, often totalling many 1000's of additional staff for short periods of time. For ease of administration at store level, all card production, personalisation and data loading is consolidated and distributed to the HR team within each store for further distribution to staff members. This process also offers significant savings on postage costs.
adidas
A full service outsourced customer care centre, delivering service excellence on behalf of adidas UK.
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adidas
The adidas partnership has evolved considerably since its inception in 2001. Initially providing support in dealing with an unprecedented influx of consumer enquiries by the creation of a dedicated outsourced customer care team which latterly included support for sister brands Reebok and Rockport.

Our highly skilled team of brand experts deal with complex consumer product enquiries, complaints and legal issues whilst also providing campaign support for a wide variety of high profile adidas consumer engagement programmes including product launches, sponsorship signings and third party competitions.

This combination of enthusiastic brand advocates, appropriate flexible technology and a thirst of consumer care excellence has enabled the EWA team to support adidas UK and its consumers through some of the most exciting sporting events in recent years including the Champions League Final, Tour de France, Wimbledon and London 2012 Games.
Mott McDonald & The Olympic Delivery Authority
Mott MacDonald and the Olympic Delivery Authority contact centre & direct mail services
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Mott McDonald & The Olympic Delivery Authority
The Olympic Delivery Authority (ODA) was the public body delegated with developing and constructing the venues and infrastructure used during and after the Games. Included within this remit was a directly managed transport service for spectators utilising travel modes including Park and Ride, Blue Badge parking and direct coach services.

Working as a sub contractor, EWA provided contact centre and direct mail services to assist and support those attending the Games. The importance of the event made preparation critical, ensuring that each link in the customer journey and experience was excellent, from booking travel and receiving helpful tips, reminders and updates, through to watching the action and heading home. Key elements of service delivery were:
  • Planning, training and flexible resource management
  • 24 hour availability of specialist agents throughout the Games
  • Delivering responsive and rapid email and SMS campaigns
  • Developing a bespoke technical solution to ensure that peak demand was always met
Immigration New Zealand
Immigration helpline providing complex advice and guidance for enquirers in the UK, Europe and beyond.
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Immigration New Zealand
Immigration New Zealand (INZ) is an official New Zealand government organisation based in London. It handles all immigration enquires from the UK, Europe and further afield ranging from visas for extended holidays to citizenship enquiries.

Having been with their existing contact centre provider for 12 years they wished to assess their service in comparison to competitor offerings, improve the experience received by enquirers and increase the level of insight gained from reporting.

By providing detailed information on the types of calls, geographic location and complexity of enquiries EWA have delivered significantly improved insight into enquiry processes. Following launch the EWA team reduced referrals from 17%-4%, demonstrating the depth of knowledge and understanding of the enquiry handling team. Further evidence of this expertise was the reduction in referrals to virtually none and the reduction in average call handling times from 4 minutes, down to only 2.
Wiltshire Farm Foods
Technical helpline and automated customer engagement programme
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Wiltshire Farm Foods
Wiltshire Farm Foods (WFF) is the direct-to-consumer brand of apetito; one of Europe's leading suppliers of quality frozen food and catering solutions. The company provides delicious, high quality frozen meals direct to the door, including specialist dishes for complex dietary requirements. Established in 1992, WFF has a dedicated network of over 80 outlets nationwide and more than 200,000 loyal customers.

Our partnership with WFF began in 2008 and brings together a number of our core services to collect, collate and analyse online consumer behavioural data direct from the WFF website. This individual customer insight is applied to an integrated multi-thread eCRM communications programme, designed to acquire, cross sell and re-engage customers throughout their lifecycle.

To compliment this online engagement programme, our technical helpline team provides in depth advice and guidance to customer who experience difficulties using the online service reflecting the inclusive nature of the brand.
Get in touch
+44 (0) 1245 492828
contact@ewa.ltd.uk
EWA Bespoke Communications (EWA Ltd)
St. Mary's Green,
Tattersall Way, Chelmsford,
Essex CM1 3TU