As a Marketing Manager within the Digital Operations Experience team, I write B2B client communications that focus on service impacts, engagement and portal adoption.

Spectrum Enterprise

Crafting communications

I specialize in writing B2B client communications for Spectrum Enterprise, ensuring that our messages effectively resonate with our corporate clientele and promote a positive brand experience. My expertise lies in articulating the unique benefits of our services to engage clients and drive business objectives successfully. Additionally, I excel in crafting compelling communications aimed at encouraging the adoption of our client portal, thereby enhancing user experience and facilitating seamless interactions for our clients.

Strategy and execution

Our team collectively writes client communications with a strategic approach tailored to the unique needs of our target audience - their industry, pain points, challenges, and specific billed services. This understanding forms the foundation upon which all communications are built.

We then craft the messages with a solutions-oriented approach and clear call to action -- focusing on ways to streamline their operations, increase efficiency, reduce costs, or enhance productivity. These messages are received by the clients through a multi-channel approach, utilizing mediums such as emails, letters, mailers, and bill statement messages. Each channel serves a different purpose and caters to different preferences within the target audience.

The results are proof

We continuously monitor the performance of our B2B client communications through metrics such as unique open rates, click-through rates, and conversion rates. We then use this data is used to refine and optimize future communications for better results. However, it's clear that our efforts to improve client experience are working:

Over 90,000 clients have been notified of our recent biller consolidation project and its impacts, meaning 90% of all Enterprise clients are now billed out of a single billing platform.
In 2023, our client communications generated 47,000+ portal registrations (a 250% increase) and nearly 30,000 client adoptions.
Email communications have an average unique open rate of 26%, significantly higher than the average across all industries.
End of year results showed a 400% improvment for IVR call deflection and raised Client Effort Scores for technical support (4.0) and client support (3.85).

Examples of recent communications are shown below.