Client: 

Denplan (part of SimplyHealth) is the UK’s leading dental plan specialist, supporting more than 6,600 member dentists and caring for around 1.4 million patients nationwide. They offer dental plans that are tailored to suit their patients’ needs, in a way that spreads the cost of treatments to make looking after your dental health easy and affordable.

Challenge: 

Dental practices have very few opportunities to build relationships with patients they may only see once or twice a year. Denplan needed a way to deliver information about fee adjustments for the coming year, which is never the most bonding news, whilst encouraging them to continue their relationship with Denplan.

Campaign: 

To nurture the relationships and make the communication feel as two-way as possible, the project consisted of two parts. The first was and A4 booklet to do the job of informing patients about the fee changes. The second was a handy and engaging A5 booklet, aimed at building the customer relationship by proactively answering the kinds of questions they may have. The booklet further encouraged retention by highlighting the existing and new services available to reinforce the value offer of Denplan, despite the fee adjustments.

Result: 

Denplan successfully communicated with their dentists and were able to keep them engaged in their professional relationship. Dentists got the chance to restructure their fees and create a customised message for their clients at the same time.

We were delighted to see a fantastic response to the campaign, which received unprecedented customer engagement with record breaking responses. Dentists really appreciated the customisable approach and Denplan reported a retention rate of 99.9% of IDD (Insurance Distribution Directive) and achieved a 12% saving.