Lewisham Plus Credit Union

Managed Print Service Credit Union Case Study

Lewisham Plus Credit Union (Lewisham Plus) are a not-for-profit financial cooperative, that is operated for, and run by, the members of the organisation.

Founded in 1992, the organisation believes in offering ethical loans and savings for those who are living and working in the Boroughs of Lewisham and Bromley, supporting the community’s diverse financial requirements. Their core values and objectives drive their operations, with the main aim to grow sustainably whilst embracing technology, diversity, inclusion and working with integrity, respect and equality.

Case Study CFH Lewisham Credit Union
Icon Diversity
13,000 members
Icon Trusted And Secure
Icon  Brand Control
SFTP connection
Icon Partnerships
Increased engagement
Icon Private Sector
Improved process
Icon Colour Print
High quality print
Icon Revenue
Cost savings
Icon Our Promise
Relationship driven

The brief

Communicating effectively with their members is a vital aspect of the services that the Credit Union offers. This not only ensures members are kept up to date and informed, but also acts as a brand awareness and strategic data exercise. Traditionally the twice-yearly newsletter and regular statements were printed in-house by or by a third-party print supplier. 

The printed documents were collated by the third-party print supplier who would enclose and dispatch these on behalf of the Lewisham Plus Credit Union. Previously this enclosing and dispatch fell to the staff at the Credit Union.

Case Study Logo Lewisham Credit Union Right

The solution

With over 13,000 member documents being sent in each mailing, this was not a viable long-term approach for the organisation. The volunteer Treasurer had produced the newsletters over many years. He took it upon himself to explore an alternative method of how these communications could be sent, whilst maintaining the quality and timescale required to meet the Credit Union’s strategy and budgets.

The treasurer met CFH's Business Development Manager, at the ABCUL Conference exhibition in 2020, just prior to the first national lockdown caused by the spread of Coronavirus. They recognised CFH as a specialist communication supplier from previous events and were keen to find out more about how we could help the Credit Union achieve its goals, whilst minimising its costs.

After discussions, they were satisfied that CFH would be able to meet the Credit Union’s requirements for cost, security accreditations and output. The board agreed to a proposal and our services were implemented for the organisation. CFH assigned a dedicated Account Manager for the day-to-day contact between Lewisham Plus and CFH.

The process

The solution provided by CFH meant that the Credit Union’s mailings were now submitted to CFH through a secure SFTP connection and printed and despatched according to their requirements. An example of this is their summer and spring A3 newsletters, which were despatched with a statement insert, all within a C5 envelope.

This process enabled the organisation to send this communication effortlessly. CFH print a returns address so the Credit Union receives non-deliveries direct. It is the perfect solution to meet their print quality requirements but with less effort and at less cost.

Support was always on hand from CFH, whether this was out of hours or over the weekend, the team were able to assist the credit union with the sending of their communications. The whole process, including establishing a strong relationship, implementation of services and despatching of mailings, has been managed remotely over the last 12 months throughout pandemic conditions.

The virtual environment strengthened the relationship between the two organisations through mutual understanding and dedicated support and allowed the mailings to be sent without delays.

Lewisham Plus has achieved two whole member mailings through CFH, with the full turnaround from submitting their documents to CFH to delivery being only two weeks. The process has increased their engagement and brand awareness, all whilst minimising the effort for their staff.

The results

Outsourcing to CFH, the printing process of Lewisham Plus Credit Union statements and newsletters has meant that the Credit Union’s communication process is efficient, time-sensitive and meets their requirements whilst being convenient to work alongside their existing processes.

The documents sent were well received by the members and presented the Credit Union in a positive light, positioning their brand as a professional, experienced organisation that is open to helping all member types. With positive feedback received, the Credit Union is committed to continuing this communication partnership with the CFH to produce their bulk twice-yearly mailings.

The organisation is also looking at expanding the communications they send through CFH, with an initial rollout of Docmail, our hybrid mail solution that can be accessible for office and remote-based workers.

Detailed training has been provided by CFH's Customer Relationship Manager, which has provided an overview of the system, with online videos and a support team there for further assistance. The software works with Lewisham Plus Credit Union’s existing templates and allows them the option to include additional inserts, leaflets and return envelopes in their mailings.

I asked CFH about creating our twice-yearly statement and newsletter mailing for around 13,000 members after meeting them at the ABCUL Conference in 2020. They explained how this could work securely with our member data and gave us great support at each step of the process.

The Docmail quote reduced the cost of the mailing and newsletter compared with our previous arrangement and saved us a lot of time and toner with local printing for statements.

We chose to use high-quality silk paper for the full-colour A3 folded newsletters and got excellent feedback from our members. We also included the FSCS information sheet with our summer newsletter to meet the regulatory requirement to inform our members.

Overall we achieved equal quality at a lower cost with less effort, so were very pleased with the result.

Volunteer Trustee,
Lewisham Plus Credit Union

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