Authorized submitters managing insurance license applications were flooding customer service with complaints about confusing confirmation and status emails—every message looked identical in the inbox, forcing submitters to open each one just to figure out who it was about.
I rewrote subject lines and content to lead with the who and what, replaced dense paragraphs with scannable label/value pairings, tightened the copy throughout, and added an NPS prompt, social links, and an HTML version for better accessibility.