With expertise is in the procurement, design, management and execution of underground electricity work, the EAS team partner with some of Scotland’s most prominent framework contractors and Distribution Network Operators, meaning that they required a reliable and knowledgeable communications provider for outbound mailings. The mail output they were looking to manage on this particular occasion was a set of letters sent on behalf of Scottish Power, asking for contact, advising of work in the area and notifying of disruption to properties in the locality.
These letters would be personalised, and needed to be accurate, clear and sent in a timely manner. The main purpose of the letters would be to inform customers that Electricity Asset Services and Scottish Power were conducting work in their local areas which could cause disruption. These letters are sent when the customer is unable to be reached by phone or email. As well as the ability to stagger the sending of these mailings, any system used to manage them would need to be easily accessible and managed by multiple parties.
Paired up with a specialist account manager, EAS explained that they mainly deal with upgrading electricity supplies and cable heads in properties, for general maintenance of upgrades to units such as car chargers, heat pumps and more. Upon outlining their communication needs to a dedicated point of contact at CFH, the industry-leading hybrid mail system, Docmail, was suggested. Ideal for personalised mailings, and scalable to suit the sending of bulk and individual letters, Docmail also allows for e-delivery and SMS integration to cover multiple channels, should the client require this in the future.
At this early stage, there was a need for due diligence checks to be carried out, as a result of the communications coming on behalf of Scottish Power, who are among the most prominent electricity and gas suppliers in The United Kingdom. CFH values security, compliance and sustainability among our core values, therefore these checks were promptly passed. Possessing ISO 27001, ISO14001, ISO9001, Cyber Essentials and data protection certifications, CFH ticked all boxes not only for the quality of our systems, but for compliance across the board.
While Docmail hybrid mail was identified as the system of choice, the print driver extension would be utilised for the sending and managing of their customer communications. The Docmail print driver, acts as your very own printer whilst removing the hassle of inhouse resources, as documents are sent and printed securely at the CFH print facility. The software is downloaded for free, onto any number of devices whilst reporting back to the main Docmail account for full mailing analysis.
To unlock the full potential of the Docmail print driver, CFH set up an initial training session with the Electricity Asset Services HR and customer care teams. This session allowed for a detailed explanation of the various document types that can be sent via Docmail, how to utilise the mail merge functionality, as well as plenty of tips to ensure the printing and postage of documents was a seamless process, able to be completed in minutes.
During this time, the team at EAS found it very easy to transition over from their existing process of printing and delivering individual documents via the local post office. Relevant teams were provided with online training via a Microsoft Teams call, and provided with the contact details of the support team should they encounter any issues (which they have yet to at this stage, almost a year and a half later).
The teams now simply print their letters from their internal customer databases or desktops and CFH securely produces and sends them on their behalf.
Summarising their experience using CFH’s leading hybrid mail solution, the team at EAS feel that the main benefits are convenience and ease of use. As an organisation, they also strive to be paperless, and as a result of Docmail integration, no longer use the printer in their office. An award-winning environmental partner in our own right, CFH value sustainability as a core social pillar – making for a perfect partnership, with these values aligned.
Describing it as ‘quick and easy’ to send multiple of the same letter to customers, the personalisation offered by the mail merge functionality takes just seconds to work, meaning additional time saved, freeing up resources. The relevant teams no longer need to travel at all to post their letters, with a print factory at their fingertips. As the relationship is still developing, EAS use Docmail for a very specific task, but as their business expands, they are keen to explore the other communication solutions that CFH provide.
Before discovering Docmail, we were making multiple journeys to the post office to deliver letters and having to print each document individually in-house. The software from CFH allows us to organise these communications online, in one place, saving time and providing convenience. Docmail has been perfect for our specific output of civil engineering communications on behalf of Scottish Power, notifying residents of disruption to properties in their area.
Customer Care Advisor,
Electricity Asset Services
