Communications company signs deal with retailer

A COMPANY which helps businesses stay in touch with their clients has expanded its retail sector work by securing a three-year contract with online business Freemans Grattan Holdings (FGH).

Opus Trust Communications, of Leicester, said the deal – which has “multiple” extension options – will help FGH with a digital transformation to make shopping easier for its two million UK customers.

Opus Trust specialises in media services ranging from print and post to online document portals and digital communications.

It works with organisations across energy, water, financial services, retail, telecoms, business services, travel and leisure, construction and the public sector, including FTSE 100 companies.

Many of its clients work within highly regulated markets, meaning data management and data security is critical.

The company has invested £4 million in its internal IT functions and plans to improve FGH’s transactional processes with the phased introduction of a new e-billing system, which will also cut operating costs.

Based in Bradford, FGH includes online brands including Freemans, Grattan, Kaleidoscope, Swimwear365, Look Again, bonprix, Curvissa and WITT.

Opus Trust marketing director Richard Farmer said: “FGH put their customers first and have an innovative approach, which has obvious synergies with Opus Trust’s vision, mission and strategy.

“Adding FGH to our portfolio of retail clients is further confirmation of our ability to work in partnership with our clients, utilising our OPUS CX technology suite to help them deliver even better customer experience through well-planned, well-executed digital transformation.

“Partnering with FGH not only reinforces Opus Trust’s position as a trusted partner to the retail sector, it also highlights how our technical omnichannel capabilities can have a transformational impact on organisations across multiple sectors.”

Jillian Maskill, head of customer experience for Freemans Grattan Holdings, said: “As a group that trades under a wide range of leading brands, we knew that we had to partner with a credible and capable organisation which we could trust to meet our customers’ evolving expectations and preferred methods of communication, while delivering a seamless transfer of existing services.

“Throughout a detailed competitive tender process, the Opus Trust Communications team not only gave us confidence in their ability to meet our technical brief, but also demonstrated their commitment to strive for exceptional customer experiences on behalf of their clients and our customers.

“Our teams have worked closely together to meet tough go-live deadlines.”