The Royal Devon And Exeter NHS Foundation Trust

The Royal Devon & Exeter NHS Foundation Trust have over 10,000 employees and email is their primary communication channel.

The Challenge

Email is their primary communication channel but due to strict spoofing and security requirements, the NHS IT security policy was preventing their emails from reaching their employees. Many were falling directly into junk folders and all emails had a security alert advising the employees not to click on any links. That’s approximately 30,000 emails a week that were not reaching their employees effectively.

The RD&E NHS Foundation Trust knew that they needed to find a solution but after making many enquiries they were struggling to find an email provider that could work with the NHS IT security policy.

In addition to the delivery problems, the RD&E NHS Foundation Trust also wanted to be able to better personalise their emails and have better insight into how well their communications were received by their employees.



Key Services
  • Email deliverability
  • Data Security
  • Email creation and branded design
  • Reputation Management
  • Collaboration tools
  • Engagement analytics
  • Management report
  • Audit trail of key actions

We had been struggling with the problem for so long we couldn’t believe it when NewZapp told us they had a solution. We’re just so grateful that NewZapp took the time to understand the challenges we faced and then had the dedication to find us a solution. Their experience in this field and security credentials meant that everyone was happy with the solution and we were able to get it up and running really quickly.

Becky Parry, Communications Manager, The Royal Devon & Exeter NHS Foundation Trust
The Solution

RD&E contacted us about the problems they were facing and as a solution provider with 20 years’ experience in email communications we recognised how important it was to find a resolution. Effective employee communications are hugely important, none more so than for NHS staff. We therefore embarked on an exploration project to identify the best solution.

Once we had all of the information our development team got to work. Using our existing email platform, we were able to build a new NHS specific delivery channel to ensure internal emails reach every employee without a security warning and without going into the junk folder. Our solution meets the NHS IT security policy, is ISO 27001 certified and is GDPR compliant.

Each account has a Dedicated Account Manager who provides full onboarding, system support and CPD certified training advice, communication strategy discussions about how email fits into with the wider digital marketing function and best practice advice that is bespoke to each organisations marketing goals. No user or account is left to cope on their own, NewZapp provides more than just software.

NewZapp are the only internal communication solution that meets the stringent NHS IT requirements. As well as finding a solution, our Dedicated Account Manager provided onboarding, system support and CPD certified training to help everyone quickly reap the benefits of the solution.

The Results

In addition to ensuring all emails are delivered effectively, NewZapp also gives the Communications team a completely new level of insight. Previously they had no knowledge of whether people were engaging with the comms or clicking on links in emails and so loaded every email with the whole copy they needed people to read. Using NewZapp’s real-time engagement reports they were able to demonstrate this wasn’t the best approach.

As a result, they can now:

  • Create visually appealing emails with ease.
  • Be confident that every email will get through.
  • Personalise and segment emails more effectively.
  • Accurately measure the engagement of their campaigns.
  • Use the new level of insight to improve engagement.
  • Change the structure of their comms to make things easier for people to find.
  • Know with certainty what their staff want to hear about and change the ordering of all comms to reflect this.
  • Know that staff are clicking links to read more and therefore shorten the initial comms and make them more concise.

NewZapp has completely changed how we operate. Now we communicate with our employees with so much more confidence. We’re delighted with the report and the insights this gives us – for the first time, we’re able to see how staff interact with our comms, backing up many ‘assumptions’ we’ve had for years. To say we’re happy is an understatement!

Becky Parry, Communications Manager, The Royal Devon & Exeter NHS Foundation Trust

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