The 2024–2025 financial year was another big step forward in the Docmail story. Building on over 15 years of innovation, the solution has continued to prove its value to organisations seeking smarter, more efficient ways to manage their outbound communications.
Our flagship hybrid mail solution - first introduced in 2008 - continues to thrive, enabling organisations across the public, private, and third sectors to simplify the way they send physical communications. From desktop to delivery, Docmail makes it easy, efficient, and cost-effective. This year, the solution once again demonstrated impressive growth, both in its usage and impact.
We've focused our efforts on supporting the evolving communication needs of our customers, listening, responding, and enhancing our service accordingly, with new features and dedicated support. These efforts have resulted in outstanding outcomes - take a look below.
As we enter the new financial year, it’s a great time to celebrate the incredible milestones of the past year. From welcoming over 1,300 new accounts to sending more than 21 million letters, we’re proud of what we’ve achieved together with our Docmail users:
Across sectors and services, our customers continue to highlight the value Docmail brings to their organisations. Whether it’s saving time, simplifying processes, or streamlining communication, their feedback speaks volumes. Find out more about how we’ve supported our clients with our customer success stories, or read below for an overview of Docmail feedback from the past year:
GP Practice Manager: “As we no longer need to print letters and stuff envelopes, it saves us valuable time. It’s easy to set up and simple to use”
Local Council Operations Manager: “We would recommend the use of the Docmail service to any local authority with a range of teams who utilise print and post”
Housing Organisation CEO: “Docmail does exactly what it says on the tin. Integration with our system makes organising and sending communications so much easier”
Leading UK Charity Communications Lead: “We’re at the point now where the team can process mailings with their eyes closed”
Pension Fund Operations Manager: “CFH provide the perfect complete 360 approach to our inbound and outbound communication management”
The results of our Docmail Customer Service Survey in October of last year gave us plenty of reasons to celebrate. Not only did we receive an exceptional number of responses, but the feedback shared was overwhelmingly positive - particularly when it came to our support team. We were incredibly proud to report that 100% of customers who had contacted our support team described their experience as friendly, helpful, and effective in resolving their queries.
Additionally, 96% rated the service they received as 4 or 5 stars - an outstanding result that speaks volumes about the level of care and professionalism shown by Danielle, Verity, Caroline, and Danny. Customer testimonials show that the team go above and beyond, described as “approachable,” “efficient,” and consistently delivering “great fast service”.
The last year has seen us deliver a range of valuable enhancements to Docmail, introducing new features, expanding communication options and improving the support experience for our users.
Early in the financial year, we were proud to launch Economy Access postage – becoming the UK’s first hybrid mail provider to offer a delivery option of this kind. Available to all new and existing users, this flexible service offers savings per letter compared to standard delivery, making it an ideal choice for non-urgent mailings. Already adopted by many users, this option has delivered significant cost savings across a wide range of mailings.
Our Text Message Instant Send feature also went live, transforming our SMS offering by giving users full control over when messages are delivered. Moving beyond the previous next-day-only schedule, users can now send texts instantly, schedule them for a specific time, or plan up to 28 days in advance.
Additionally, we introduced a powerful customer support platform powered by Jira Service Management. With a new “Ask us a Question” feature and an optional self-service portal, customers can now raise, track, and manage their support tickets with ease. While traditional support channels like email and phone remain, the support platform brings faster acknowledgements, clearer communications, and greater visibility for users.
The Docmail team are looking ahead to another exciting year, with even more features and improvements on the way. A big thank you to every user for being part of the journey - we couldn’t do it without you.
Structured Credit Communications For Leading Agri-Food Organisation
Surrey County Council Sought to Optimize Print/Post Services Across Departments. We Helped Transform Their Services With Our Industry Expertise.
The block management software providers at Blocks Online experienced considerable growth upon integrating a reliable mailing method and API connection.
Keen to adopt a more efficient way of printing, packing and posting their time-sensitive paper communications, High Mill has embraced the Docmail Print Driver.
Simplified Patient Communication For Lung Health Check Programme
Fife-based Electricity Asset Services, specializing in electrical and civil engineering, employs CFH's Docmail system for improved communication with Scottish Power and staff.
