Case Study: HomeServe achieves in‑house control of CCM and an omni‑channel marketing strategy with Quadient

Taking Control of CCM to Build a Long-Term Marketing Strategy

HomeServe, an international home emergency assistance provider with 2.2 million customers, needed to bring Customer Communication Management (CCM) in‑house to gain control, be more responsive, and deliver a consistent omni‑channel experience. The challenge was large scale: roughly 2.2 million policy renewals and 56 million direct mail pieces annually from a database of about 20,000 cells, and HomeServe lacked the internal CCM expertise after previously outsourcing fulfillment.

HomeServe selected Quadient (formerly GMC) to deliver an in‑house CCM platform and implementation. Quadient’s solution integrated with the marketing stack, streamlined print fulfilment ahead of an October go‑live, and set the business up to extend into digital omni‑channel communications—supporting the company’s 2.2M renewals and 56M mailings per year, reducing reliance on external suppliers, and enabling faster, more consistent customer communications as part of a long‑term marketing strategy.

HomeServe

Kerrie Lo

Head of Marketing Communications