Wiltshire Pension Fund

Inbound Mail Case Study

Wiltshire Pension Fund is a Local Government Pension Scheme (LGPS), overseeing a reliable output of pension communications for over 85,000 scheme members.

Initially partnering with CFH in 2018 for their outbound communications, the scheme operators were seeking a trustworthy inbound option for the management of their return incoming mailings. Seeing value in all their communications being managed by one provider, and happy with their experiences working alongside CFH, they opted for our innovative digital mailroom offering, CFH Inbound.

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The brief

With thousands of scheme members from various organisations, Wiltshire Pension Fund are responsible for keeping individuals updated and informed with a range of documents and mail communications. This concerns both ad-hoc communications and bulk mailings, including everything from regular fund updates to newsletters and personal pension information.

At the beginning of 2018, the decision was made by Wiltshire Pension Fund to outsource the sending of these communications, a measure taken just before the pandemic which would allow them to oversee their print and post output remotely. This would see the team using Docmail, the industry-leading hybrid mail solution from CFH, for ad-hoc communications. A team of regular users were set up, who send between 1000 and 10,000 printed communications a month through the Docmail Print Driver. For their larger bulk mail needs, CFH Managed, the managed mail service would be necessary. 

The LGPS team have been consistently happy with their mail output, which has provided time savings and all-important convenience to their busy staff. For this reason, when circumstances called for a reliable inbound communication service, Wiltshire Pension Fund were delighted to discover that CFH offered a secure digital mailroom solution, to complement their outbound mailings. 

The solution

Inbound documents were originally being scanned and digitised by Wiltshire Pension Fund manually, in-house, with the process handled by office-based staff. With employees adopting hybrid working schedules and the team paying for scanning equipment that would often not function as intended, there was a need for the inbound process to be simplified and adjusted to suit the budgets and working arrangements of the Fund.

The functionality of CFH Inbound ensures that all necessary documents can be received and then returned to an organisation in a digital format. Physical mailings can be sorted through a set digital mailroom workflow and directed to relevant individuals, departments or end destinations, before being disposed of in a secure, compliant and environmentally friendly manner. Intelligent data capture can be applied so that only pre-selected relevant data is sent across to the organisation within a secure spreadsheet format.

This was appealing to the Fund as the documents being scanned would likely include highly personal information. As a recognised government framework supplier, CFH offers assurances that all inbound documents are processed in-house at a secure facility, presenting clients with crucial peace of mind. The significance of in-house processing is that this offers an added layer of security. The 360 process ensures data stays with CFH for the agreed retention period, meaning one business and one set of accreditations managing the whole process and data.

With information extracted via in-house scanning methods, a digital mailroom service allows physical and electronic documents to be scanned and converted into a digital format that can be easily processed. Documents are only stored for 30 days before being destroyed, aligning with compliance requirements. Made aware of how the solution would function, Wiltshire Pension Fund was keen to reap the benefits of their new inbound option.

The process

The decision was made for the Fund to introduce the CFH PO Box address to centralise mailings, this would ensure that the scheme’s inbound mailings would be received by CFH, then scanned and uploaded accordingly. Allowing the fund to manage incoming mail more efficiently, the solution ensures immediate access to digitised documents for relevant members of the pension fund team.

CFH’s Inbound process includes the receiving, sorting and scanning of documents at one of CFH’s secure sites which is overseen by a product expert. These documents are then sorted further and sent to the pension fund via the SFTP connection, for further re-allocation across their organisation once the documents are stored within their internal software. The documents scanned include letters, magazines, client updates and requests.

Notable benefits of the newly adopted CFH Inbound service observed by Wiltshire’s Pension Fund Operations Manager included an improvement in overall process efficiency and security. As staff resources are no longer allocated simply to collect and scan documents, mail can be immediately accessed in a digital format upon being received and processed at the CFH site.

Due to the simplicity of the process, there was no need for extensive hands-on training to familiarise Wiltshire Pension Fund with how the digital mailroom would function, though support and guidance was provided at an initial stage. Immediately making the process easier to manage, there have been very few instances in which support has been required retrospectively. Communications are quick and take place over email where appropriate, though the dedicated CFH support team are always available when required either over the phone or via Teams.

The results

Full of praise for their new Inbound solution, and enthusiastic about the overall service delivered by CFH, Wiltshire Pension Fund appreciate the convenience and structure of their outbound and inbound communications being overseen by one dedicated service provider. The Docmail Print Driver is utilised by up to 30 individuals from the LGPS team.

Commenting on the functionality of CFH Inbound, the short and simple feedback was ‘It just works’. Praising the solution’s simplicity, and the structured way in which received documents can now be accessed securely online in an instant, there are plenty of advantages to this remote digital scanning solution. Wiltshire’s Pension Fund Operations Manager appreciates the straightforward process now in place, allowing the team to reallocate staff resources and simplify workflows.

Whilst the adoption of CFH Inbound is still relatively new, the organisation has seen the number of inbound documents scanned increasing each month, with a total of 2,581 scanned images being shared with Wiltshire Pension Fund in the last 3 months.

Ultimately, the inbound and outbound services offered by CFH fully satisfy the requirements of Wiltshire Pension Fund. The relationship between both parties has grown in line with the fund’s requirements, progressing from a simple hybrid mail output to multiple solutions working in tandem to ensure documents are both sent and received seamlessly.  The LGPS are keen to continue working with CFH and exploring future possibilities as they continue to diligently serve their scheme members. 

CFH Inbound is a great alternative to manually scanning and storing documents. It really simplifies our process and means one less time-consuming task for our busy team to worry about. As the team have adopted hybrid work, Inbound gives us the flexibility to access all our incoming communications from scheme members in one secure online space, without us having to lift a finger. CFH provide the perfect complete 360 approach to our inbound and outbound communication management, without which communicating with our 85,000 scheme members would be incredibly challenging.

Pension Fund Operations Manager,
Wiltshire Pension Fund

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