Managing and understanding the customer's needs is at the centre of our service provision. Effecitve customer communication is vital in identifying customer needs and providing an efficient, seamless and friendly service.

The strategy consists of a series of carefully programmed contacts including letters, phone calls, emails, and text messages to mobile phones.

The correspondence is tailored to specific client requirements and can be client-branded, with scripted calls.

Within Multiassistance’s operating system is a diary management function, ensuring that the letters and calls are made at the right time during the process. It also allows the service to be adapted to individual customers' requirements, highlighting those who may need more contact.