The Process
The implementation of the outbound communication solution began steadily, with an average of 80,000 packs per month being printed, packed and posted by CFH on Pinnacle’s behalf. A major spike in volume occurred around December and January as another new partner came on board, and CFH’s ability to scale rapidly ensured a smooth transition at this time. As Pinnacle’s needs grew, so did our support structure.
Initially overseen by a single account manager, CFH quickly added further resource as part of the process, ensuring a high level of service and responsiveness, as well as coverage for all of Pinnacle’s partner brands.
Support hasn’t simply remained online, however. Following a scheduled visit to CFH’s Radstock factory, Pinnacle staff were particularly impressed with the scale of the operation, attention to detail and enthusiasm across the team – a testament to the sense of community at our headquarters just outside Bath. Given Pinnacle’s need to comply with stringent third-party supplier audits, our structured processes provide the compliance, security, and transparency required. With a dedicated full-time data-protection team and cybersecurity credentials, including Cyber Essentials Plus, and ISO certifications, we’re well-equipped for such audits.
Aside from the traditional output of packs, Pinnacle’s communication needs vary widely from partner to partner, including everything from comprehensive 28–36-page terms and conditions brochures to more personalised mailings, such as brand-specific pet sympathy cards. CFH’s adaptability extends to additional projects, such as other insurance mailings for Pinnacle’s clients. Whether responding to evolving requirements or handling large-scale operational shifts, the seamless transition was made possible by strong collaboration.
The results
With well-established processes set up, regular reviews continue to drive further efficiencies and enhancements, allowing internal teams to remain proactive instead of reactive. Looking ahead, Pinnacle are exploring additional ways to streamline operations, including the potential use of additional CFH communication solutions for ad-hoc mailings. With new high-profile clients set to onboard and a planned relocation in April, the partnership will play a key role in supporting future expansion.
Ultimately, the partnership is built on collaboration and a collective effort from all teams at CFH. This includes an engaged Business Development Manager, ever-helpful members of the Account Management team and solution specialists, to on-site personnel in charge of compliance and audits, as well as the hard-working individuals in our factory space, more than happy to explain complex processes with a smile.
The relationship has delivered measurable improvements in terms of efficiency, operational resilience and customer engagement. Since onboarding, CFH have processed 466,498 packs and 1,724,016 sheets in just over an 8-month period. While Pinnacle’s documentation remains traditionally structured, innovation remains a priority, and CFH’s ability to introduce new formats, technologies and communication strategies will support Pinnacle’s ongoing efforts to modernise customer engagement.
Key outcomes for Pinnacle have included improved service stability and a more personalised approach to communications, backed by a responsive and friendly team always just a phone call or email away. With aligned processes, a shared commitment to improvement, and a strong working relationship, Pinnacle and CFH remain very much on the same page, and as Pinnacle continue to develop their services, we’ll remain a trusted partner in supporting their insurance communications strategy.
