Automated Print Mail Merge to Reach Offline Customers

The Problem

A leading insurance provider for residential blocks and property portfolios was facing a growing disconnect with a segment of its customer base. Many of their core contacts—property managers, freeholders, and managing agents—were not fully online, often preferring physical mail over email. As a result, digital campaigns were underperforming, and a significant share of the audience remained unengaged.

The Solution

One of our digital squads introduced a hybrid outreach model that bridged CRM data with physical communications. The solution enabled automated mail merges directly from CRM records, generating personalised, print-ready documents at scale. This allowed the team to target offline customers with the same precision and efficiency as their digital campaigns—without the usual admin burden.

The Impact

Extended campaign reach to previously unreachable offline audiences
Enabled scalable, personalised communications via print
Improved overall marketing effectiveness and ROI by matching channel to customer preference

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