Case study

A Digital-First Membership Pack Saving £60,000 in 8 Months

IAM Roadsmart is the UK’s leading road safety charity and they are celebrating their 70th Anniversary this year. They have 70,000 members and their role is simple, yet vital – to make journeys safer for everyone who uses the road.

In April 2024 the IAM Roadsmart team approached us as they wanted to review their printed membership welcome, renew and upgrade packs with a view to move to ‘digital first’, to reduce the time between the member joining and them receiving their packs (it was two weeks) and to increase member engagement.

The Solution

After a review of their packs and processes it was decided to move to a hybrid membership pack solution.

The default position was that members would receive a digital pack unless they request a printed pack or didn't have an email address.

We designed, built and tested the digital and printed packs and when they were approved we put them live.

The digital membership packs contain a downloadable membership card, badge and certificate. The Member can order a hard copy certificate from their digital pack if they would like one.

The printed packs contain a covering letter, certificate, membership card which are all inserted into a portrait C5 Board backed window envelope. This helps to protect the certificate in transit.

The digital and printed cards are personalised to the individual member including their Advanced Driving Status which is illustrated through the text and the icons at the top of the card.

Every Monday, Wednesday and Thursday we receive data for the digital and printed packs.

These include:

Welcome packs
Upgrade packs
Renewal Packs
Card reprint packs
Certificate reprint packs

Hard copy certificate request packs (these are the records generate from requests on the digital packs). The quantity of records in each batch ranges from 10 to a few thousand.