Enra regularly send a wide range of operationally critical communications, from annual statements through to arrears letters and direct debit notifications, all of which require accuracy, consistency and timely delivery.
Previously for the property finance specialists, all mail was handled in-house, printed locally and manually enclosed by their team. As volumes increased, this became progressively more difficult to sustain.
While effective at lower volumes, it soon became clear that this more hands-on approach wasn’t going to be efficient long term, particularly with the organisation’s ambitious growth plans in mind.
With volumes reaching approximately 3,000 to 4,000 packs per month, the team required an automated solution that would reduce internal workload, lower costs and introduce greater control and visibility - all while maintaining a secure and reliable process.
Alongside operational improvements, Enra were also looking to enhance the overall appearance and consistency of their customer communications, ensuring outputs better reflected the professionalism of their brand.
The relationship began in late 2025, following an introduction to CFH through a recommendation. Business Development Manager Shelley Hawkins led the early discussions, working closely with Enra’s servicing team to understand their challenges and requirements. Through a consultative approach, Shelley outlined a tailored solution, helping to build confidence in CFH’s ability to deliver a secure, scalable and cost-effective service.
Following initial project management meetings and pairing with a dedicated account manager, the partnership began to really take shape in October of 2025.
The initial brief was for CFH to implement a fully automated, secure print and post workflow tailored to Enra’s requirements, built around an established library of over 45 document templates. These pre-defined templates cover a wide range of communications, from direct debit notifications through to arrears-related correspondence.
Following initial discussions, CFH Managed - a smart fully managed communications solution - was identified as the most suitable approach. CFH Managed is an outsourced, end-to-end service designed to take responsibility for outbound customer communications. Backed by a dedicated Account Manager who would be in frequent contact with the Enra servicing team, the solution automates the creation, production and delivery of critical financial communications.
The transfer of files is facilitated via SFTP (Secure File Transfer Protocol), with Enra submitting daily files into a dedicated folder structure. This enables a consistent and reliable flow of data into CFH’s production environment, removing the need for manual intervention while maintaining high levels of security and operational efficiency.
CFH’s document composition software was configured to process files automatically, applying rules for document handling, merging and suppression, while identifying document types through template codes. This includes merging documents based on matching account and address details, as well as separating simplex and duplex outputs to optimise production efficiency.
As part of the onboarding process, Enra visited CFH’s production facility to gain a first-hand understanding of operations. The visit provided reassurance around processes and overall setup, with the team noting the controlled environment and strict access measures in place. This experience helped provide confidence in CFH as a trusted communications partner.
In practical day-to-day operation, Enra submit PDF files via secure SFTP each working day, enabling CFH to begin processing early each morning. Files are then automatically validated against agreed naming conventions, with any discrepancies identified and reported back to Enra for resolution. CFH then process the files, categorising documents via template codes and allocating them to the appropriate print streams.
Documents are intelligently merged where account number, name and address align, reducing duplication and improving efficiency. Compliance rules are also applied throughout, including the suppression of specific records and validation of mandatory inserts such as booklets.
Once approved, files are passed into CFH’s automated print and enclosing workflow, where documents are produced in colour, including duplex output where required, and enclosed into C5 PPM envelopes for same-day dispatch.
Ongoing management is supported by a dedicated individual working alongside CFH’s production, IT and postal teams to ensure a consistent and reliable service. Daily and monthly reporting also provides Enra with clear visibility over volumes, outputs and any exceptions.
Security remains a core focus throughout the process. All production is carried out in-house within CFH’s UK-based facilities, with strict controls in place including highly-qualified staff and CCTV monitoring. Operations are fully aligned with GDPR requirements, as well as recognised industry standards such as ISO and C&CCC, ensuring data is handled securely at every stage.
Backed by a strong working relationship established from the outset through Shelley Hawkins and the wider CFH team, the partnership has delivered clear operational and commercial benefits for Enra Specialist Finance, who manage approximately 45,000 mail packs annually as part of their growing operation.
One of the most significant outcomes to implementing CFH Managed has been improved cost efficiency. Following a review of their internal processes, Enra identified outsourcing as a far more economical approach.
The transition to an automated workflow has also significantly enhanced efficiency, removing the need for manual printing, enclosing and dispatch. This has freed up valuable internal resource while ensuring a consistent and repeatable daily process.
At the same time, the quality and presentation of communications have improved, with higher specification print delivering a more professional and consistent output that better reflects Enra’s brand.
Reliability has remained strong throughout, with all service levels consistently met and same-day dispatch supporting time-critical communications. All SLA’s have been met, with no notable issues. Reporting has further enhanced visibility, providing Enra with greater control over outputs and overall performance.
Overall, the partnership has delivered a scalable, secure and professionally managed solution, reinforced by a strong working relationship. There is clear scope for future development as Enra continue to grow, with ongoing discussions around expanding into CFH’s wider service offering.
Moving from a manual in-house process to an automated workflow with CFH has made a real difference. It has improved efficiency, reduced internal pressure and given us a more professional, scalable way to manage daily communications, from annual statements through to arrears letters and direct debit notifications.
Primary Servicing Manager,
Enra
