23rd March 2020 is a day I will always remember for 2 reasons:
Five years on and we all still reflect on those scary, sad times when our world was under the huge cloud of the Covid Pandemic. Today at Formara, we also reflect on events of five years ago that shaped our company for the following two years and beyond.
Ipsos (then Ipsos MORI) had partnered with Formara on many market research projects over a 20-year history prior to 2020. Gary Welch, Research Director at Ipsos, reflects on the partnership.
"We wouldn’t have approached anyone else to deliver the REACT Study to monitor the spread of the Covid-19 virus. Formara's reliability and proven capabilities made them the obvious choice when we needed to scale up operations quickly and handle such sensitive data." - Gary Welch
At the beginning of April 2020, we received a call from Gary at Ipsos UK “Are you able to take on printing letters, instruction booklets, translation sheets and labels to fulfil around 20,000 Covid home testing kits each month?” Of course, our answer was Yes!
Having agreed to be part of the REACT Study commissioned by the British Government via Imperial College and Ipsos, Formara began building the process and accepting articulated lorry loads of component parts for test kits. A little ‘fly in the ointment’ a couple of weeks later was a subsequent call from Ipsos to say, “the number of kits per month has gone up – it’s now around 230,000!”
Undeterred, we continued with the plans we had implemented and ramped up production. Additional supplies were ordered. We sought the services of an existing supplier to assist with fulfilment. Our staff were briefed, additional safety measures were implemented, and shifts extended.
Formara basically ‘rolled up our sleeves’ and got stuck in to do our bit to help!
As the project grew, we partnered with The Finishing Line in Basildon to manage the increased demand for fulfilment. Andy Mead, Managing Director at The Finishing Line, shares his perspective on this collaboration.
"The skills we've developed over the years are adaptable for a variety of supply chains. When we were approached to help with the largest survey of its kind in the UK, we knew Formara was the right partner. Their efficiency and ability to scale rapidly allowed us to seamlessly contribute to fulfilling and distributing millions of kits, even under tight deadlines." - Andy Mead
The Finishing Line supported us with manual fulfilment, handling up to half a million packs per month over six months. Their contribution was vital in managing the logistical challenges that came with such a massive project.
Both Formara and The Finishing Line held key certifications, including ISO 27,001 for data protection and ISO 14,001 for environmental management. These certifications ensured that we could maintain high standards for sensitive NHS data and environmental sustainability. Gary Welch comments on this commitment.
"With such sensitive data involved, ensuring secure and responsible handling was paramount. Formara’s ISO certifications gave us confidence that they were up to the task, protecting both the data and the environment throughout the project." - Gary Welch
As the project scaled, Formara’s commitment to quality control became even more crucial. To ensure every home testing kit was assembled accurately, we implemented strict measures, such as weighing each pack to avoid human error. Every label was matched to the letter, and sequencing was carefully monitored. Andy Mead emphasises the importance of data integrity.
"Ensuring that each pack was correct and contained the right information was critical. The meticulous attention to detail shown by Formara helped us guarantee that every package that left the warehouse was in perfect order." - Andy Mead
The scale of the project was staggering, 2 million packs, 16 million items. However, the team at Formara never lost sight of the human side of the project. Gary Welch explains.
"This project was more than just a business opportunity for us—it was an opportunity to contribute to something meaningful. The data we collected didn’t just help contain the spread of the virus; it influenced critical decisions made by the government, and Formara played a huge part in that." - Gary Welch
As we look back five years later, we’re incredibly proud of our role in this historic effort. The REACT Study was not only an operational achievement but also a meaningful contribution to the fight against the pandemic. This project demonstrated Formara’s ability to rapidly scale, manage sensitive data with the highest level of security, and collaborate with trusted partners to deliver results under pressure.
When asked if we could deliver the Covid REACT Study again today, I confidently say Yes! While we would, of course, not wish for another pandemic, Formara is now more prepared than ever to tackle high-profile, complex variable data print and fulfilment projects. We’ve learned valuable lessons and strengthened our operational capabilities, enabling us to handle future challenges even more efficiently.
Delivering this project between April 2020 and May 2022 was not unlike many others we work on with a wide variety of clients. However, we would argue this print and fulfilment project was one of, if not the, most important direct mail campaigns of our generation. Over 4 million Covid test kits delivered to homes to monitor and help contain the spread of the virus. The data collected from REACT influenced decision-making at the highest levels in the British Government.
And Formara played a huge part in that effort – something that, five years on, we are still very proud of, read our case study for more info - Covid React Study Case Study
Customer service, every company delivers their own version, but for Formara we pride ourselves not only on the quality of our print services but also on the exceptional customer service that runs through the heart of everything we do. As the manager of the customer service department, I’ve seen first-hand how a customer-centric approach to print management can transform the experience for our clients. Here’s how we make it happen.
The key to great customer service starts with a simple philosophy: treat every client the way you would want to be treated. Our team is committed to ensuring that each client receives not only the highest quality print but also a service experience that is seamless, efficient, and personalised. Whether it’s a large-scale direct mail campaign or a complex litho or digital print job, our clients can expect our full attention to detail and dedication to their needs.
One of the most important aspects of our customer service is understanding the unique needs of each client. When we take on a new project, our first step is always to listen to our client – yes intently and that means really listen. ‘What are their goals?’… ‘What challenges are they facing?’ Whether we’re working with established corporate clients or helping a small business find the right solution, we tailor our approach to meet their specific requirements.
It’s not just about completing a job; it’s about making sure that our work helps our clients achieve their objectives. Whether that means offering expert advice on print options, navigating tight deadlines, explaining how we handle sensitive data or simply suggesting cost-effective solutions, we’re always ready to go the extra mile to ensure our clients are completely satisfied.
Our clients we view not just as customers but as partners. We don’t believe in a one-off transaction, we believe in building long-term relationships. We understand that successful print and marketing campaigns take time and consistency, and we’re here to support our clients every step of the way.
Working with some of the largest brands and businesses, we know how critical it is to maintain open communication. We take pride in being the main point of contact for some of Formara’s largest clients, ensuring that their print projects run smoothly from start to finish. Our commitment to providing ongoing support and solutions has helped us develop lasting relationships based on trust and reliability.
We don’t just stop at ‘good enough’ – we aim for excellence in everything we do. There are countless examples of times when we’ve gone above and beyond to ensure client satisfaction. Whether it’s adapting to last-minute changes, ensuring a tight deadline is met, or handling unexpected challenges with grace, we’re always ready to rise to the occasion. For us, customer service means anticipating needs before they arise and always having a solution at the ready.
One example that stands out is a recent large-scale direct mail campaign for a client with urgent timelines. Not only did we meet the deadline, but we also provided extra support by offering a full review of their materials to ensure the final product exceeded their expectations. This attention to detail and willingness to go above and beyond is what sets Formara apart from others in the industry.
Client feedback is crucial to improving and evolving our service. We actively seek feedback at every stage of the project, whether through post-project reviews or regular check-ins with our clients. This enables us to identify areas for improvement and make adjustments to ensure we’re always delivering the best service possible.
Our team is constantly refining processes, leveraging client feedback to enhance the overall customer experience. We consider every piece of feedback an opportunity to grow and improve – and that commitment to continuous improvement is at the core of everything we do.
The key to successful print management is making the process as stress-free as possible for the client. That means coordinating all aspects of a print campaign, from conception to delivery, and ensuring that everything runs on time and within budget. For me, it’s about more than just managing logistics – it’s about creating a seamless experience where the client can trust that every detail is taken care of.
Our team is well-versed in both litho and digital print, allowing us to recommend the best solutions for each specific project. From high-volume personalised direct mail to high-quality print runs for marketing collateral, we ensure that every print solution is tailored to the client’s needs.
The Formara Viewpoint
Customer service isn’t just a department, it’s a philosophy that drives every aspect of our business. Whether we’re handling a large direct mail project or a bespoke print job, we always put our clients’ needs first. Our commitment to providing exceptional customer service, offering personalised solutions, and delivering high-quality print has earned us the trust of some of the biggest names in business.
If you’re looking for a partner who will go the extra mile and deliver outstanding customer service with every print project, Formara is here for you.
Reading information on paper has been found to offer several cognitive benefits compared to reading on digital devices. Research has shown that individuals tend to comprehend and retain information better when reading from a physical paper as opposed to a screen. This can be attributed to various factors, including the tactile experience of holding a book or document, the lack of distractions from notifications or other digital elements, and the ability to annotate and navigate the text more effectively.
One of the key benefits of reading on paper is the enhanced comprehension and retention of the material. Studies have indicated that individuals tend to have a deeper understanding of content when they read it in print. The tactile experience of turning pages and physically engaging with the text can lead to improved focus and concentration, ultimately resulting in better comprehension and retention of the material.
Furthermore, the act of underlining, highlighting, or writing notes in the margins of a physical document can aid in information processing and memory retention. These tangible interactions with the text can reinforce learning and facilitate better recall of the material.
Another advantage and one of the great benefits of reading on paper is the reduction of digital distractions. In today's digital age, individuals are often bombarded with notifications, emails, and other online interruptions that can disrupt the reading process. By opting to read on paper, individuals can escape the constant pings and pop-ups that are prevalent when using electronic devices. This allows for a more immersive and focused reading experience, leading to improved concentration and information absorption.
Moreover, prolonged exposure to screens, such as those found on computers, tablets, and smartphones, has been associated with digital eye strain and fatigue. Reading on paper provides a welcome respite from the potentially harmful effects of excessive screen time, contributing to overall eye health and well-being.
For further insight into how the brain processes reading and why paper-based reading supports better cognitive outcomes, you can explore this detailed article from Harvard Medical School.
While digital technology has undoubtedly transformed the way we access and consume information, print remains a preferred choice for many individuals, particularly when it comes to in-depth reading and learning. The following factors contribute to print being favoured over digital formats in certain contexts:
Printed materials offer a tactile and sensory experience that is unparalleled in the digital realm. The weight of the paper, the texture of the pages, and the smell of ink create a multisensory engagement that resonates with many readers. This physical interaction with the medium can evoke a sense of nostalgia and comfort, making the reading experience more enjoyable and memorable.
Furthermore, the ability to physically interact with a printed book or document, whether through flipping pages, writing notes, or feeling the texture of the paper, adds a tangible dimension to the act of reading. This sensory involvement can lead to a deeper connection with the content and a heightened level of engagement.
Printed materials are often preferred in educational settings due to their effectiveness in facilitating learning and knowledge retention. Students and educators alike find that physical textbooks and printed resources offer distinct advantages when it comes to studying, conducting research, and referencing information.
Printed textbooks, for example, enable students to annotate and highlight directly on the pages, allowing for personalized and interactive learning experiences. The ability to easily flip between pages, visually scan content, and create spatial associations within the text can enhance comprehension and information recall.
Additionally, printed materials are conducive to deep reading, a mode of immersive and concentrated reading that is conducive to critical thinking and analytical skills. The linear nature of print, combined with the absence of hyperlinks and multimedia distractions, supports sustained attention and in-depth engagement with the material.
Printed publications typically carry a sense of credibility and authority that digital content may sometimes lack. Books, magazines, and other printed materials undergo editorial review, fact-checking, and professional design processes that contribute to their perceived trustworthiness and reliability.
Furthermore, the permanence of print can imbue the content with a sense of enduring value and importance. Unlike digital content that can be easily modified or deleted, printed materials are tangible and enduring, adding a layer of authenticity and significance to the information they convey.
In academic and professional contexts, citing printed sources can enhance the legitimacy and scholarly rigour of research and writing. The bibliographic information and physical presence of printed materials contribute to the overall credibility of the work.
While digital technology continues to shape the way we access and engage with information, the enduring appeal and cognitive benefits of reading on paper make print a preferred choice for many readers. The tactile experience, reduced digital distractions, and the unique advantages of printed materials in learning and credibility all contribute to the continued relevance and appeal of print in an increasingly digital world.
