Denplan makes customers smile with Thunderhead

Denplan, the UK’s leading dental payment plan provider, will be using technology from Thunderhead, the document generation company, to streamline customer communications and meet regulatory demands.

With document generation platform, Thunderhead NOW, will give Denplan’s marketing and customer service teams complete control over the creation and maintenance of personalised correspondence. This development means that, whilst the customer base continues to grow, the business will be able to respond quickly with relevant personalised content to customer needs, including quote requests, applications and special offers.

The implementation of Thunderhead will also benefit the IT team, saving them up to three days’ work each month. The previous system required technology expertise to create a new template for every necessary communication or change. This has worked well previously, but with an expanding customer base, the process was becoming resource-intensive for the IT team to manage.

“It has always been a company priority to offer the best possible personalised service to our customers,” said Phil Metcalf, head of Denplan IT. “Thunderhead NOW will help us to continue to be as proactive as possible, and ensure that we maintain a focus on personalised customer engagement, as our company expands.”

The NOW platform also helps the team to manage the approvals process required by the FSA. Using the Thunderhead platform, Denplan is able to adapt all customer-facing content with ease to ensure it adheres to regulatory standards.

“Thunderhead technology enables our internal business users to develop and maintain all customer communications themselves, while ensuring the content is compliant with regulations and is within brand guidelines,” Mr Metcalf added.

“It is increasingly rare for a customer to come face-to-face with the financial institutions they work with, including their dental plan provider. It is critical that policy providers get their correspondence right,” said Glen Manchester, CEO of Thunderhead.

“Working with Thunderhead will help Denplan better build, maintain and improve relationships with all their customers,” he concluded.