When two super funds merged into a vibrant new brand, they realised their customer communications didn’t yet fulfil their brand promise. Not only did they reflect two legacy voices, they were too long, too confusing and too packed with jargon.

Crafted Writing helped transform their library of critical customer communications with a dedicated team of three, led by Tim Stewart. In a collaborative process, Tim worked with the client’s project team, including compliance and legal experts, product specialists, operations managers, customer-facing staff and marketers. Their objective: to make customer communications simple, readable and engaging – improving member retention, reducing churn, and alleviating pressure on the member contact team.

Over 14 months, Tim and his team rewrote a library of over 100 critical customer communications, with a strong focus on the fund’s insurance offerings, including the claims experience, levels of cover by life stage, and the payout process. Testing with the Hemmingway app showed substantial improvements in readability and quality, without any reduction in compliance or legal effectiveness.

“Just read through the first letter. Seriously love the work being done here by this team.
Thank you so much…”

Super fund Chief Operating Officer