Grenke – Service Agreement Clarity Videos
Overview
Grenke set out to strengthen how they communicate their service agreements to customers, as part of a wider focus on transparency and clarity, including alignment with the standards of the Plain English Campaign and its Crystal Mark certification.
Their agreements – including non-regulated agreements, regulated agreements and master lease agreements – contain important legal and commercial detail. However, like many formal documents, they can be difficult to fully digest in written form alone.
The objective was to give customers complete confidence in what they were signing, while clearly differentiating Grenke as a provider that prioritises clarity and customer understanding.
The Challenge
The agreements were already well-structured and comprehensive, but:
- Key sections could be misunderstood or overlooked
- Customers may not fully engage with the detail
- Important obligations and terms required clearer explanation
At the same time, the content needed to remain accurate and aligned with the legal wording of the agreements.
Grenke wanted to go beyond simply providing documentation, and instead actively support customer understanding.
Our Approach
We created a series of guided explainer videos designed to sit alongside each agreement and walk customers through them in a clear and structured way.
Using screen-based visuals of the actual documents, we:
- Broke each agreement down into key sections
- Highlighted important clauses and areas to focus on
- Explained what each part means in plain English
- Used zoom, highlights and callouts to guide attention
Each video was carefully scripted in collaboration with Grenke to ensure accuracy, while making the content accessible and easy to follow.
The videos were then shared with customers as part of the agreement process, allowing them to review the content at their own pace and alongside the documents themselves.
The Outcome
The videos gave Grenke a consistent and scalable way to improve how their agreements are understood.
This led to:
- Greater clarity and confidence for customers
- Fewer misunderstandings and avoidable errors
- A smoother onboarding and agreement process
- A stronger perception of Grenke as a transparent and customer-focused partner
By proactively explaining their agreements, Grenke were able to stand apart from competitors and reinforce trust at a critical point in the customer journey.
Key Takeaway
Clear communication isn’t just about simplifying documents.
It’s about helping people understand what they’re agreeing to, and building trust in the process.
The other two videos can be seen below:
