{"id":42059,"date":"2019-11-25T12:01:45","date_gmt":"2019-11-25T17:01:45","guid":{"rendered":"https:\/\/granicus.com\/?post_type=success_stories_post&#038;p=42059"},"modified":"2024-10-17T23:14:57","modified_gmt":"2024-10-18T03:14:57","slug":"intellectual-property-office","status":"publish","type":"success_stories_post","link":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/","title":{"rendered":"Intellectual Property Office: Building Customer Relationships With govDelivery"},"content":{"rendered":"","protected":false},"author":15,"featured_media":42064,"template":"","resource_tax_market":[186],"resource_tax_dept":[196,198],"resource_tax_type":[165],"resource_tax_region":[],"resource_tax_outcomes":[204,205,207],"resource_tax_topic":[],"resource_tax_products":[192],"resource_tax_solutions":[209,214],"resource_tax_services":[],"class_list":["post-42059","success_stories_post","type-success_stories_post","status-publish","has-post-thumbnail","hentry","resource_tax_market-local-government-uk","resource_tax_dept-communications-public-relations-uk","resource_tax_dept-engagement-community-outreach-uk","resource_tax_type-success-stories","resource_tax_outcomes-customer-experience-uk","resource_tax_outcomes-foster-community-engagement-uk","resource_tax_outcomes-improve-service-delivery-uk","resource_tax_products-govdelivery-uk","resource_tax_solutions-digital-communications-uk","resource_tax_solutions-engagement-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Building Customer Relationships with govDelivery | Granicus UK<\/title>\n<meta name=\"description\" content=\"The Intellectual Property Office has an email-based outreach programme to inform delegates. Building customer relationships with govDelivery.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Building Customer Relationships with govDelivery | Granicus UK\" \/>\n<meta property=\"og:description\" content=\"The Intellectual Property Office has an email-based outreach programme to inform delegates. Building customer relationships with govDelivery.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\" \/>\n<meta property=\"og:site_name\" content=\"Granicus\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/granicusco\/\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-18T03:14:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/IPO-Success-Story.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2378\" \/>\n\t<meta property=\"og:image:height\" content=\"1052\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/success-story-social-blaby.jpg\" \/>\n<meta name=\"twitter:site\" content=\"@Granicus\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\"},\"author\":{\"name\":\"Brian Morris\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/3cd6be96a5560ba21580d5d0b74dc98b\"},\"headline\":\"Intellectual Property Office: Building Customer Relationships With govDelivery\",\"datePublished\":\"2019-11-25T17:01:45+00:00\",\"dateModified\":\"2024-10-18T03:14:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\"},\"wordCount\":8,\"publisher\":{\"@id\":\"https:\/\/granicus.com\/uk\/#organization\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg\",\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\",\"url\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\",\"name\":\"Building Customer Relationships with govDelivery | Granicus UK\",\"isPartOf\":{\"@id\":\"https:\/\/granicus.com\/uk\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg\",\"datePublished\":\"2019-11-25T17:01:45+00:00\",\"dateModified\":\"2024-10-18T03:14:57+00:00\",\"description\":\"The Intellectual Property Office has an email-based outreach programme to inform delegates. Building customer relationships with govDelivery.\",\"breadcrumb\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage\",\"url\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg\",\"contentUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg\",\"width\":1024,\"height\":420,\"caption\":\"Women using phone and laptop\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/granicus.com\/uk\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Intellectual Property Office: Building Customer Relationships With govDelivery\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/granicus.com\/uk\/#website\",\"url\":\"https:\/\/granicus.com\/uk\/\",\"name\":\"Granicus\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/granicus.com\/uk\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/granicus.com\/uk\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/granicus.com\/uk\/#organization\",\"name\":\"Granicus\",\"url\":\"https:\/\/granicus.com\/uk\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg\",\"contentUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg\",\"width\":\"1024\",\"height\":\"1024\",\"caption\":\"Granicus\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/granicusco\/\",\"https:\/\/x.com\/Granicus\",\"https:\/\/www.linkedin.com\/company\/granicusinc\/\",\"https:\/\/www.facebook.com\/granicusco\",\"https:\/\/www.facebook.com\/granicuslac\",\"https:\/\/www.youtube.com\/@GranicusLAC\",\"https:\/\/www.instagram.com\/granicuslac\/\",\"https:\/\/www.linkedin.com\/company\/granicuslac\",\"https:\/\/twitter.com\/granicuslac\/\",\"https:\/\/twitter.com\/GranicusUK\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/3cd6be96a5560ba21580d5d0b74dc98b\",\"name\":\"Brian Morris\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/f8754482bc33b956c5bc40bc2638b88b01eba186a8d088a5c2393606d1f4cd0f?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/f8754482bc33b956c5bc40bc2638b88b01eba186a8d088a5c2393606d1f4cd0f?s=96&d=mm&r=g\",\"caption\":\"Brian Morris\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Building Customer Relationships with govDelivery | Granicus UK","description":"The Intellectual Property Office has an email-based outreach programme to inform delegates. Building customer relationships with govDelivery.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/","og_locale":"en_GB","og_type":"article","og_title":"Building Customer Relationships with govDelivery | Granicus UK","og_description":"The Intellectual Property Office has an email-based outreach programme to inform delegates. Building customer relationships with govDelivery.","og_url":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/","og_site_name":"Granicus","article_publisher":"https:\/\/www.facebook.com\/granicusco\/","article_modified_time":"2024-10-18T03:14:57+00:00","og_image":[{"width":2378,"height":1052,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/IPO-Success-Story.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_image":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/success-story-social-blaby.jpg","twitter_site":"@Granicus","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#article","isPartOf":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/"},"author":{"name":"Brian Morris","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/3cd6be96a5560ba21580d5d0b74dc98b"},"headline":"Intellectual Property Office: Building Customer Relationships With govDelivery","datePublished":"2019-11-25T17:01:45+00:00","dateModified":"2024-10-18T03:14:57+00:00","mainEntityOfPage":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/"},"wordCount":8,"publisher":{"@id":"https:\/\/granicus.com\/uk\/#organization"},"image":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage"},"thumbnailUrl":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","inLanguage":"en-GB"},{"@type":"WebPage","@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/","url":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/","name":"Building Customer Relationships with govDelivery | Granicus UK","isPartOf":{"@id":"https:\/\/granicus.com\/uk\/#website"},"primaryImageOfPage":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage"},"image":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage"},"thumbnailUrl":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","datePublished":"2019-11-25T17:01:45+00:00","dateModified":"2024-10-18T03:14:57+00:00","description":"The Intellectual Property Office has an email-based outreach programme to inform delegates. Building customer relationships with govDelivery.","breadcrumb":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#primaryimage","url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","contentUrl":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","width":1024,"height":420,"caption":"Women using phone and laptop"},{"@type":"BreadcrumbList","@id":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/granicus.com\/uk\/"},{"@type":"ListItem","position":2,"name":"Intellectual Property Office: Building Customer Relationships With govDelivery"}]},{"@type":"WebSite","@id":"https:\/\/granicus.com\/uk\/#website","url":"https:\/\/granicus.com\/uk\/","name":"Granicus","description":"","publisher":{"@id":"https:\/\/granicus.com\/uk\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/granicus.com\/uk\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/granicus.com\/uk\/#organization","name":"Granicus","url":"https:\/\/granicus.com\/uk\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/","url":"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg","contentUrl":"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg","width":"1024","height":"1024","caption":"Granicus"},"image":{"@id":"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/granicusco\/","https:\/\/x.com\/Granicus","https:\/\/www.linkedin.com\/company\/granicusinc\/","https:\/\/www.facebook.com\/granicusco","https:\/\/www.facebook.com\/granicuslac","https:\/\/www.youtube.com\/@GranicusLAC","https:\/\/www.instagram.com\/granicuslac\/","https:\/\/www.linkedin.com\/company\/granicuslac","https:\/\/twitter.com\/granicuslac\/","https:\/\/twitter.com\/GranicusUK"]},{"@type":"Person","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/3cd6be96a5560ba21580d5d0b74dc98b","name":"Brian Morris","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/f8754482bc33b956c5bc40bc2638b88b01eba186a8d088a5c2393606d1f4cd0f?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/f8754482bc33b956c5bc40bc2638b88b01eba186a8d088a5c2393606d1f4cd0f?s=96&d=mm&r=g","caption":"Brian Morris"}}]}},"acf":{"page_type":"internal","page_template":"sidebar","sidebar_position":"right","post_author":"","post_date":"","post_description":"Building customer relationships with govDelivery","post_link":"","post_file":false,"media_gallery":false,"project_metrics_title":"","project_metrics":false,"show_hero":true,"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Overview<\/h2>\n<p>By using Granicus govDelivery, the <a href=\"https:\/\/www.gov.uk\/government\/organisations\/intellectual-property-office\" target=\"_blank\" rel=\"noopener\">Intellectual Property Office<\/a> has a data-driven, email-based outreach programme to inform delegates. With it, they quickly increased subscribers while saving considerable sums in postal costs.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Situation: Missed Opportunities to Engage Stakeholders"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>Missed Opportunities to Engage Stakeholders<\/h2>\n<p>The Intellectual Property Office (IPO) is responsible for intellectual property (IP) rights \u2014 including patents, designs, trademarks, and copyright \u2014 in the U.K. The IPO helps delegates understand Intellectual Property (IP) and its impact on business, culture, and the economy.<\/p>\n<p>Before implementing govDelivery, IPO kept business and government stakeholders informed about IP updates, toolkits, and other resources by emailing individual contact lists held by internal team members. Though highly personalised, this approach was time-consuming, unreliable (in terms of managing responses), and offered no evaluation. Throughout the years, the IPO also organised numerous events with Companies House and other government agencies. All the invitations to these events were previously dispatched through Royal Mail, which was costly.<\/p>\n<p>Neither method provided meaningful feedback about its impact on the audience. What messages were resonating with what audiences? When was the best time to send? Without this data, they were concerned about missed opportunities to reinforce valuable relationships and build a larger customer base.<\/p>\n<p>Since the EU General Data Protection Regulation (GDPR), the IPO has been determined to centralise the management of professional email outreach. Their goals? They wanted to improve efficiency and professionalism of stakeholder outreach, drive website traffic, and improve engagement by better understanding what their audience wanted to hear.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: Targeted Email Increases Engagement"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>Targeted Email Increases Engagement<\/h2>\n<p>With govDelivery, the communications team can get up and running quickly. They take advantage of govDelivery\u2019s easy-to-use templates and are able to send targeted messages to specific audiences.<\/p>\n<p>The organisation, which had already cleansed its contact lists per GDPR, has been able to further filter and organise stakeholder details into one centralised platform. They are also accessing the govDelivery Network, which rapidly grows their subscriber base through automatic referrals from other departments. In 11 months, the IPO has welcomed an average of 634 new subscribers per month, bringing its total subscriber audience to almost 27,000. The average subscriber is opting in to receive emails on at least three different topics.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results: Stronger Customer Relationships, Happier Staff"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>Stronger Customer Relationships, Happier Staff<\/h2>\n<p>Better Communication Builds Valuable Relationships<br \/>\nBy managing all email outreach via the govDelivery platform, the IPO is now able to target messaging to specific data sets with pinpoint accuracy and consistent branding. Previously, the IPO could send messages about IP developments or issue invitations to events. But they struggled to evaluate the success of those messages. Now, the organisation utilises the govDelivery platform to analyse message engagement. Open rates have increased substantially \u2014 from around 15% to 30-50%. They also analyse click-throughs to the website. All this information helps the IPO better target their audience for future outreach.<\/p>\n<p>Solution Pays for Itself in Savings<br \/>\nIn the first 11 months, the IPO sent 552 email communications to 1,305,000 recipients. These messages have an overall engagement rate of 55% \u2014 well above the industry benchmark of 45%. Importantly, they no longer need to send invitations or information through the post. The savings on postage has more than paid for the cost of implementation.<br \/>\nThe Refuse and Recycling team estimate that each time the crew did not have to return unnecessarily, they saved between \u00a329 and \u00a343 depending on factors like the distance travelled, traffic conditions etc.<\/p>\n<p>Before govDelivery, communications were mostly sent by individuals to their own email lists. Now, with the ability to pool and organise data in one easily managed platform, it ensures compliance with GDPR and offers staff an easy to use digital platform. Team members have been reassured by the success of the govDelivery platform and its ability to demonstrate higher levels of stakeholder engagement.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe moved from an ad-hoc approach to communicate with our audiences via email, to highly targeted, well-managed and cost-effective outreach. By using Granicus, we can measure impact and maximise our exposure to a bigger audience through the network.\u201d","quote_author":"Kristy Edwards","quote_author_title":"Senior External Communications Manager, Intellectual Property Office"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Overview<\/h2>\n<p>By using Granicus govDelivery, the <a href=\"https:\/\/www.gov.uk\/government\/organisations\/intellectual-property-office\" target=\"_blank\" rel=\"noopener\">Intellectual Property Office<\/a> has a data-driven, email-based outreach programme to inform delegates. With it, they quickly increased subscribers while saving considerable sums in postal costs.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Situation: Missed Opportunities to Engage Stakeholders"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>Missed Opportunities to Engage Stakeholders<\/h2>\n<p>The Intellectual Property Office (IPO) is responsible for intellectual property (IP) rights \u2014 including patents, designs, trademarks, and copyright \u2014 in the U.K. The IPO helps delegates understand Intellectual Property (IP) and its impact on business, culture, and the economy.<\/p>\n<p>Before implementing govDelivery, IPO kept business and government stakeholders informed about IP updates, toolkits, and other resources by emailing individual contact lists held by internal team members. Though highly personalised, this approach was time-consuming, unreliable (in terms of managing responses), and offered no evaluation. Throughout the years, the IPO also organised numerous events with Companies House and other government agencies. All the invitations to these events were previously dispatched through Royal Mail, which was costly.<\/p>\n<p>Neither method provided meaningful feedback about its impact on the audience. What messages were resonating with what audiences? When was the best time to send? Without this data, they were concerned about missed opportunities to reinforce valuable relationships and build a larger customer base.<\/p>\n<p>Since the EU General Data Protection Regulation (GDPR), the IPO has been determined to centralise the management of professional email outreach. Their goals? They wanted to improve efficiency and professionalism of stakeholder outreach, drive website traffic, and improve engagement by better understanding what their audience wanted to hear.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: Targeted Email Increases Engagement"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>Targeted Email Increases Engagement<\/h2>\n<p>With govDelivery, the communications team can get up and running quickly. They take advantage of govDelivery\u2019s easy-to-use templates and are able to send targeted messages to specific audiences.<\/p>\n<p>The organisation, which had already cleansed its contact lists per GDPR, has been able to further filter and organise stakeholder details into one centralised platform. They are also accessing the govDelivery Network, which rapidly grows their subscriber base through automatic referrals from other departments. In 11 months, the IPO has welcomed an average of 634 new subscribers per month, bringing its total subscriber audience to almost 27,000. The average subscriber is opting in to receive emails on at least three different topics.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results: Stronger Customer Relationships, Happier Staff"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>Stronger Customer Relationships, Happier Staff<\/h2>\n<p>Better Communication Builds Valuable Relationships<br \/>\nBy managing all email outreach via the govDelivery platform, the IPO is now able to target messaging to specific data sets with pinpoint accuracy and consistent branding. Previously, the IPO could send messages about IP developments or issue invitations to events. But they struggled to evaluate the success of those messages. Now, the organisation utilises the govDelivery platform to analyse message engagement. Open rates have increased substantially \u2014 from around 15% to 30-50%. They also analyse click-throughs to the website. All this information helps the IPO better target their audience for future outreach.<\/p>\n<p>Solution Pays for Itself in Savings<br \/>\nIn the first 11 months, the IPO sent 552 email communications to 1,305,000 recipients. These messages have an overall engagement rate of 55% \u2014 well above the industry benchmark of 45%. Importantly, they no longer need to send invitations or information through the post. The savings on postage has more than paid for the cost of implementation.<br \/>\nThe Refuse and Recycling team estimate that each time the crew did not have to return unnecessarily, they saved between \u00a329 and \u00a343 depending on factors like the distance travelled, traffic conditions etc.<\/p>\n<p>Before govDelivery, communications were mostly sent by individuals to their own email lists. Now, with the ability to pool and organise data in one easily managed platform, it ensures compliance with GDPR and offers staff an easy to use digital platform. Team members have been reassured by the success of the govDelivery platform and its ability to demonstrate higher levels of stakeholder engagement.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe moved from an ad-hoc approach to communicate with our audiences via email, to highly targeted, well-managed and cost-effective outreach. By using Granicus, we can measure impact and maximise our exposure to a bigger audience through the network.\u201d","quote_author":"Kristy Edwards","quote_author_title":"Senior External Communications Manager, Intellectual Property Office"}]},"sidebar_type":"scroll","content_builder_sidebar_group":{"content_builder_sidebar":[{"acf_fc_layout":"image","image":{"ID":42068,"id":42068,"title":"logo_successstory_IPO","filename":"logo_successstory_IPO.jpeg","filesize":2990,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","link":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/logo_successstory_ipo\/","alt":"Intellectual Property Office Logo","author":"15","description":"","caption":"","name":"logo_successstory_ipo","status":"inherit","uploaded_to":42059,"date":"2024-03-05 16:53:24","modified":"2024-03-05 17:20:15","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/granicus.com\/wp-includes\/images\/media\/default.png","width":98,"height":98,"sizes":{"thumbnail":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","thumbnail-width":98,"thumbnail-height":98,"medium":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","medium-width":98,"medium-height":98,"medium_large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","medium_large-width":98,"medium_large-height":98,"large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","large-width":98,"large-height":98,"1536x1536":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","1536x1536-width":98,"1536x1536-height":98,"2048x2048":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO.jpeg","2048x2048-width":98,"2048x2048-height":98,"menu-24x24":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO-24x24.jpeg","menu-24x24-width":24,"menu-24x24-height":24,"menu-48x48":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO-48x48.jpeg","menu-48x48-width":48,"menu-48x48-height":48,"menu-64x64":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_IPO-64x64.jpeg","menu-64x64-width":64,"menu-64x64-height":64}}},{"acf_fc_layout":"link_list","headline":"Must-Have Granicus Solutions","link_list":[{"link":{"title":"govDelivery","url":"https:\/\/granicus.com\/uk\/product\/digital-communications-govdelivery\/","target":""}}]},{"acf_fc_layout":"anchor_nav","headline":"Topcis Covered"}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"red","slider_subhead":"","slider_headline":"Recent success stories","slider_text":"","slider_type":"success_stories_post","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":"","slider_link_icon":false}]},"post_slider_clone":{"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"red","slider_subhead":"","slider_headline":"Recent success stories","slider_text":"","slider_type":"success_stories_post","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":"","slider_link_icon":false}]}},"call_to_action":{"hide_call_to_action":false,"color":"red","custom_cta":false,"custom_subhead":"","custom_headline":"","custom_description":"","custom_link":null,"custom_image":false},"hero_margin":false,"hero_type":"image","hero_subhead":"Success Story | Intellectual Property Office","hero_headline":"Building customer relationships with govDelivery","hero_text":"<div class=\"wysiwyg spaced cb-section\">\n<p>How the Intellectual Property Office builds customer relationships with govDelivery.<\/p>\n<\/div>\n","hero_button":"","hero_icon":false,"hero_image":{"ID":42064,"id":42064,"title":"header_successstory_intellectual_property_office-1024x420","filename":"header_successstory_intellectual_property_office-1024x420-1.jpeg","filesize":54484,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","link":"https:\/\/granicus.com\/uk\/success-stories\/intellectual-property-office\/header_successstory_intellectual_property_office-1024x420\/","alt":"Women using phone and laptop","author":"15","description":"","caption":"","name":"header_successstory_intellectual_property_office-1024x420","status":"inherit","uploaded_to":42059,"date":"2024-03-05 16:53:23","modified":"2024-03-05 17:21:33","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/granicus.com\/wp-includes\/images\/media\/default.png","width":1024,"height":420,"sizes":{"thumbnail":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1-150x150.jpeg","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1-300x123.jpeg","medium-width":300,"medium-height":123,"medium_large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1-768x315.jpeg","medium_large-width":768,"medium_large-height":315,"large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","large-width":1024,"large-height":420,"1536x1536":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","1536x1536-width":1024,"1536x1536-height":420,"2048x2048":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1.jpeg","2048x2048-width":1024,"2048x2048-height":420,"menu-24x24":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1-24x10.jpeg","menu-24x24-width":24,"menu-24x24-height":10,"menu-48x48":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1-48x20.jpeg","menu-48x48-width":48,"menu-48x48-height":20,"menu-64x64":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/header_successstory_intellectual_property_office-1024x420-1-64x26.jpeg","menu-64x64-width":64,"menu-64x64-height":26}},"benefits_stats_group":{"show_section":true,"background_color":"default","":null,"show_benefits":false,"layout_type":"default","add_hover":false,"benefits_subhead":"","benefits_headline":"","benefits_text":"","benefits_button":null,"benefits_repeater":false,"show_stats":true,"stats":[{"stat":"9,691","description":"New subscribers"},{"stat":"55%","description":"Engagement rate"},{"stat":"3x","description":"Open rate"},{"stat":"80%","description":"Informed to Act"}]},"hero_stats_clone":{"benefits_stats_group":{"show_section":true,"background_color":"default","":null,"show_benefits":false,"layout_type":"default","add_hover":false,"benefits_subhead":"","benefits_headline":"","benefits_text":"","benefits_button":null,"benefits_repeater":false,"show_stats":true,"stats":[{"stat":"9,691","description":"New subscribers"},{"stat":"55%","description":"Engagement rate"},{"stat":"3x","description":"Open rate"},{"stat":"80%","description":"Informed to Act"}]}}},"_links":{"self":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/success_stories_post\/42059","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/success_stories_post"}],"about":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/types\/success_stories_post"}],"author":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/users\/15"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media\/42064"}],"wp:attachment":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media?parent=42059"}],"wp:term":[{"taxonomy":"resource_tax_market","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_market?post=42059"},{"taxonomy":"resource_tax_dept","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_dept?post=42059"},{"taxonomy":"resource_tax_type","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_type?post=42059"},{"taxonomy":"resource_tax_region","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_region?post=42059"},{"taxonomy":"resource_tax_outcomes","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_outcomes?post=42059"},{"taxonomy":"resource_tax_topic","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_topic?post=42059"},{"taxonomy":"resource_tax_products","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_products?post=42059"},{"taxonomy":"resource_tax_solutions","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_solutions?post=42059"},{"taxonomy":"resource_tax_services","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_services?post=42059"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}