Background

The Council had identified a requirement to reach out to its community via electronic communications. Councilors agreed to the changes in May 2014 and up until April 2015, email or SMS was not a channel used to reach out to their customers. The objective was to reduce Council costs which would in-turn be re-invested in to the community.

Challenge

This was a new process for Councils in this region. Of the 45,000 residents, the Council only held email addresses for people who had distinct and discrete areas of interest: e.g. recreation, arts and business. The Privacy Officer deemed that those people could not be contacted other than for the area of Council interests they had opted in-to. This required a mass gathering of both email addresses and permissions.

Solution

Blue Star DIRECT worked with Council to wash and cleanse its existing data and mail its residents a letter, incentivising them to provide their details and opt-in for digital or SMS communications. The competition was held to encourage people to sign up to digital communications so they could stay tuned with events and regular information held by them via their preferred channel of communication.

Result

As a result Council reached out to over 25,000 residents and achieved a 32% response rate. 4,200 residents have now opted-in to email communications and 3,800 residents have opted for SMS notifications. Council will save over $6.6k in revenue and will continue to save as the database converts more communications offline to online.

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Working with Blue Star DIRECT, I feel confident that the sensitive data we deal with is in safe hands. The team are proactive and consultative, readily available and regularly go ‘above and beyond’. They take an active interest in our Direct Marketing outcomes and work hard to ensure our continued growth while implementing cost-savings.

Australian Children's Charity - Fundraising Lead Corporate & Community

I would just like to pass on our gratitude to Blue Star DIRECT VIC and NSW for the achievement of getting our carbon dm campaign out the door on time with minimal issues.

Major Australian Energy Company - Customer Fulfilment Manager

In consultation with Blue Star DIRECT, our newsletter was revolutionalised into a highly personalised, targeted eNewsletter with an equally personalised print alternative (to fulfil bounce backs and for customers who express a preference to receive a printed newsletter).

Major Australian Bank

We would recommend Blue Star DIRECT to businesses looking to work with a team of dedicated professionals who understand what your needs are and how to translate that understanding into the deliverables you desire. Blue Star DIRECT offer a consultative relationship over a vendor-customer based model and provide expertise in alternative solutions that you may not have thought of (you don’t know what you don’t know).

Major Australian Energy Company - Fulfilment Manager

During a high profile crisis response project involving a global brand, the logistical challenges of communicating with customers became apparent during a fast-paced, uncertain environment and legally sensitive corporate crisis. We engaged Blue Star DIRECT to assist in a rapid response campaign that involved printing, collating and sending high-quality communications and fragile packages to customers. Their professionalism in managing this difficult project was second-to-none.

Crisis Management organisation - Project Manager

We have worked with Blue Star DIRECT for many years across a wide range of mailings; from stylised campaign DMs to BAU communications. What really makes them stand out is the level of service they provide and their advanced knowledge of data. The people genuinely care about their clients and the quality of work, and they’re always responsive and highly professional. Our data is complex; requiring sophisticated programming and Blue Star DIRECT have been consistent in providing clear and accurate DM communications for our donors/customers.

Charity organisation

I have always found Blue Star DIRECT staff helpful and very efficient. Having several thousand files on site with Blue Star DIRECT means that in emergency situations it necessitates a request for file to be scanned urgently. They respond quickly and regularly exceed my expectations. Similarly whenever we query any scanned documents they are very responsive to investigate and provide us answers and or solutions. I can recommend their services and would be more than happy to talk to any prospective clients.

Australian Regional Council

The Examinations team had a very positive experience working with Blue Star DIRECT. The customer service provided and knowledge of printing was of a very high standard. I personally enjoyed working with the Blue Star DIRECT team. I would recommend Blue Star DIRECT to other universities if they were to approach you for examination printing.

Respected Australian University - National Manager TE&R, Student Administrative Services

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