Our work

Our range of services is as broad as our client list. Here’s a list of just some of the jobs we’ve done to help our clients succeed.

Comms strategy & CCM implementation

Enterprise-level customer communications is an art and a science. It requires a combined knowledge of Customer Communication Management systems and how to design your messages to exploit their capabilities.

If your organisation communicates using a system such as SmartComms, Quadient Inspire, Documaker, OpenText ExStream or Adobe Experience Manager, then we can help you get the most out of your software investment.

Here are some of the organisations we’ve helped with CCM strategy and implementation:

  • Suncorp
  • Swiss Re
  • MLC
  • Westpac
  • Allianz
  • AIA
  • Sovereign
  • Auto & General
  • Lumley
  • Commonwealth Superannuation Corporation
  • Australian Taxation Office
  • icare
  • GMHBA
  • Teachers’ Health
  • ClearView.

Terms & conditions

Most people assume that lawyers should write terms and conditions, and this is precisely why many of these documents are impossible for the average person to understand.

We create plain English terms and conditions that are carefully structured and written in a direct style, with the legal jargon ruthlessly eliminated.

We’ve done this for many organisations, including:

  • Commonwealth Bank of Australia – Commercial Lending Ts&Cs, Home Lending Ts&Cs
  • Bank of Queensland – Home Lending Ts&Cs, Digital Home Loan Ts&Cs, Electronic Access Ts&Cs, Loan Offer
  • Westpac – Home Lending Ts&Cs, Loan Offer
  • Citibank – Citi Global Currency Account Ts&Cs.

Product Disclosure Statements (PDS)

Over the last twenty years, the Product Disclosure Statement has replaced the insurance policy as the industry standard. We were the pioneers of this method, arguing that two documents would only create confusion.

This led to us producing the first ‘combined PDS/policy’ documents for CommInsure in the 2000s.

Since then we’ve done many more, including:

  • CommInsure – Superannuation Life Insurance Protection suite, CreditCard Plus, Loan Protection, Income Protection, Annuities
  • Aware Super – Group and Retail Life Insurance PDSs for retail and state employee schemes
  • Swiss Re – digital life insurance
  • Clearview – Accidental Death, Funeral Insurance, Injury Cash, Serious Illness, Life Insurance
  • Aussie Home Loans – Mortgage Protection
  • Hub24 – 70 short-form PDSs covering the entire investment portfolio.

Policies

Policies define the rules that govern how organisations work, the ‘what we do’ as opposed to the ‘how’ of procedures. These are business-critical documents that are often the subject or regulatory compliance scrutiny and have to be accurate and easy to follow.

We’ve created straightforward employee-friendly policies for organisations such as:

  • Commonwealth Bank of Australia – Commercial Lending Policy, Home Lending Policy
  • Bank of Queensland – Home Lending Policy, Pricing Policy, Complaints Policy
  • Suncorp – Privacy Policy
  • Roads and Traffic Authority (Service NSW) – Vehicle Registration Policy
  • CommInsure – Wholesale Risk Life and Income Protection policy
  • Keystart – Lending Policy
  • ACN Pacific – privacy and TCP compliance policies
  • Homestart – Lending Policy
  • Colonial Mutual Life Assurance Trustee – Investment Governance Framework.

Procedures and user guides

Where polices define ‘what to do’, procedures explain ‘how to do it’. We’ve done hundreds of procedure guides, user guides, reference guides and ‘how to’ manuals over the last thirty years, including:

  • Roads and Traffic Authority – DRIVES Motor Registry vehicle registration and driver licensing procedures
  • Colonial Mutual – Superannuation Processing Management procedures
  • Bank of Queensland – Valuation Procedures
  • Austral Bricks – phone-based order processing procedures
  • Commonwealth Bank of Australia – Foreign Currency account operating procedures
  • Tandberg – Video Conference Recording System operating procedures
  • Jands – Vista lighting desk operating manual and online help
  • Gen-i – corporate mobile service ordering, provisioning, sales and billing processes
  • CommInsure – ‘Little Books’ on car insurance, home insurance and financial planning.

Brochures, tenders, reports, decks, scripts

Many of the documents business need don’t fall into readily identifiable categories, but are essential to marketing and sales. Here are just a few examples of the many marketing materials we’ve produced:

  • Perpetual – multiple brochures on financial advice services for inheritance, estate administration and general financial literacy
  • Bank of Queensland – owner-builder's guide to construction loans
  • CommInsure – numerous brochures on all types of life insurance, superannuation, wealth management and retirement
  • St Andrews – CBA takeover transition comms and a tender offering group insurance for BananaCoast Credit Union
  • Cisco – tender for the Australian National Broadband Network
  • Aegon – outbound call scripts for life insurance products
  • Jands – Vista lighting desk brochures
  • Riskflo – numerous product brochures, reports, funding pitches, presentation decks
  • Tyre Stewardship Australia – editing complex academic reports on tyre recycling approaches
  • Westpac – numerous brochures on sophisticated margin lending products.

Websites

We’ve provided content for hundreds of pages to corporate websites over the years. Some standouts include:

  • Mack Trucks – we re-designed and re-wrote the entire Mack Australia website to make it fit the US model
  • CommInsure Simple Life – designed the website model and content for this online life insurance product from the ground up
  • Marketlend – created the whole site from scratch
  • Australian Network for Disability – restructured and re-wrote the entire website.

Social media, articles, newsletters & comms

We’ve written thousands of newsletter stories, magazine articles, social media posts, weblogs and general customer communications for just about all of our clients. Some examples include:

  • Volvo Group Australia – hundreds of interviews with truck owners over ten years, published in Mack’s Bulldog magazine, Volvo’s Roadtalk magazine, and on the Mack, Volvo and UD websites
  • United Nations Office for Disaster Risk and Recovery – the 2022 edition of Tsunami News
  • Colonial Mutual Life Assurance Limited – managed the comms campaign to over 2 million members informing them of restitution for unit pricing errors
  • CommInsure – published 27 editions of UnderCover, the internal newsletter, plus dozens of mini information campaigns to customers
  • Lucy Bingle – numerous interviews for publication on LinkedIn
  • StatePlus – hundreds of customer notifications and EDMs over many years.

Style guides, writing training

We’ve provided writing guides and plain language writing training to many of our clients here and overseas, including:

  • Aware Super
  • Prudential Singapore
  • Suncorp
  • Asgard
  • AMP
  • CBA
  • IOOF
  • Keystart
  • ACN Pacific.