Repair and Assure

Hybrid mail Private Sector Case Study

Offering nationwide coverage and extended warranty on home appliance items, Repair and Assure is the trusted, proven supplier of fast and reliable services and repairs. Based in Brighton, the organisation is independently resolving over 300 claims each month for leading brands including Beko, Iceking and Hotpoint.

Case Study CFH Repair And Assure
Icon Advanced Reporting
Over 800 documents a month
Icon Community A
300 resolved claims per month
Icon Proven Track Record
Flexible and easy to use solution
Icon Other Documents
A4 & A3 communications
Icon Training And Support
Free training and support
Icon CFH Icon
CFH Docmail
Icon Revenue
Cost savings
Icon Experience
Expert support

The brief

Repair and Assure have a vast communication requirement within their organisation. The requirement consists of managing and sending payment management documentation, direct debit forms, terms and conditions, extended plan documents, expired plan clauses and administrative letters on behalf of their brand partners. The communications sent range from single to multiple-page documents, all within the brand guidelines of the organisation.

Typically, the organisation manage and send over 800 documents a month.

Previously this process was managed by a third-party hybrid mail supplier, however as the organisation grew and the communication requirement expanded, the existing service was no longer fit for purpose.

This led to their Office Manager, seeking to partner with an alternative supplier that offered a modern, flexible and easy-to-use service to manage their business communications. The provider would need to work within the existing processes of the organisation and be easy to transition over to, once adopted.

Case Study Logo Repair And Assure Right

The solution

The Business Development Manager at CFH Docmail Limited (CFH) reached out to them on LinkedIn to introduce CFH and their UK leading hybrid mail service, Docmail.

During initial discussions requirements for Hybrid Mail was discussed and both teams worked together to implement Docmail instantly, whilst arranging a transition programme for the Payments Agent to adopt when switching hybrid suppliers.

The Docmail system is a modern hybrid mail service, that allows the organisation to continue to utilise a digital-first approach to sending postal communications direct to their end audiences. The system allows the organisation to create, manage and send a range of communication touch points online, straight to the door of their audiences, whilst providing an impressive reporting dashboard and budget management system for the organisation to utilise.

To help meet their criteria further, the Docmail Print Driver, an extension to the Docmail website was suggested so that the ad-hoc and bulk mailings could be sent within their existing systems through the file, print functionality.

The process

During the initial set-up of the Print Driver, a personalised training program was delivered by CFH's Client Relationship Manager. The training provided the Repair and Assure team with the ability to see the full system and its capabilities in a step-by-step process as well as have the chance to ask any questions on how the system works. In addition during the training, recommendations were made on how to streamline their process further and how the Print Driver could be used throughout the organisation.

A range of online resources including user guides and how-to videos are on hand for use as well.

The system provides the ability to manage and send personalised mail, as well as holding additional functionality that Repair and Assure utilises, for the extra personal touch. This includes adding a returns address to the envelope, a templated library, pre-set print profiles and the ability to send mailings instantly without delays.

Repair and Assure now manage the communication process through the Docmail Print Driver using the file print functionality, choosing the pre-set print profiles and templates and selecting the delivery requirements. The process streamlines the management of both bulk and individual letters and works within the processes of the organisation.

The results

By changing hybrid suppliers, Repair and Assure have experienced an impressive savings in both time and money, in comparison to their previous supplier. This means the managing of communications has become a smoother, simpler process that can be picked up by others, with its easy-to-use functionality, when required.

Docmail allows the organisation to track the mailing process, providing an audit trail to when the documents have been passed to Royal Mail. This process allows for mailings to be cancelled or deferred if required and provides a timeline for the mailing production process.

In addition, whilst the company only send A4 letters, the solution offers the capability of sending alternative printed documents including postcards and A3 sheets, which Repair and Assure would like to explore in the future for their clients.

The partnership between the two organisations will grow in future, with CFH's team always on hand to provide expert advice and guidance, as well as answer any questions or resolve any queries they may have. The free training and additional support are recommended to any other organisation as it allows for the mailing process to be set up as per your individual requirements, allowing the Print Driver and Docmail set-up to work for you every time.

Currently, the system is used to manage and send over 800 letters a month, with this likely to grow as additional clients come on board. Repair and Assure would recommend partnering with CFH Docmail Limited, to deliver communications through a hybrid mail platform, providing organisations with time and money savings and organizational efficiencies.

I can’t praise the team enough.

They responded immediately and above and beyond my expectation to the brief.

The changes were all implemented flawlessly and we managed to not only improve the quality and effectiveness of our written communication but also to save money.

CFH has always provided a quick and efficient service and covered all our needs to our expectations. Every time I’ve had to contact CFH, I have always received a quick response and the CFH Team couldn’t be more friendly.”

Group Leader, Benefits Team ,
Bedfordshire Pension Fund

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