A major Financial Services company was struggling to manage multiple customer communications channels whilst staying compliant with increasing regulation, particularly security and PCI DSS compliance. Customers were contacting them via multiple email addresses, the phone, web forms, Facebook, Twitter, fax and via paper mail, and providing a consistent, reliable and manageable platform to manage these communications was proving a real challenge, and it was affecting service standards.
Their digital communications could be managed via an integrated queue management system, but this had shortcomings, particularly when it came to paper mail that arrived at any one of three postal addresses, and needed to be receipted, standardised, and managed by a centralised team in a consistent and reliable manner.
The problem was, how do they get an analogue, paper-based communications channel standardised and integrated into a digital platform when they arrive in an endless number of non-standardised formats, and yes, notes scribbled on paper napkins is a format!.
How do they get an analogue, paper-based communications channel standardised and integrated into a digital platform?
The answer was a Digital Mail solution from Private Box.
Initially, it was assumed that a digital mail company such as Private Box could only help with part of the problem i.e. standardised, printed A4 sheets, and exceptions would need another solution, these exceptions could be anything from
- Unformatted handwritten documents
- Broken cameras arriving via courier
- EFTPOS receipts
- Personal staff packages
- Even notes written on napkins!
It was also assumed that Private Box could not create the customised output formats particular to their requirements and it would be prohibitively expensive – all of which proved incorrect.
Private Box DigitalMail
Once engaged with Private Box they realised that Private Box had a ready-built solution that could manage all of their requirements. In fact, Private Box had solved this problem in years past and had an online solution, coupled with workflow processes, that could handle pretty much anything that arrived via the mail and export it to multiple digital platforms in a robust, accurate and compliant manner. Private Box even had an out-of-the-box, cloud-based solution for all the exceptions, and an online processes for handling packages.
As a result of engaging Private Boxes Digital mail services, the client now enjoys
- No longer managing multiple PO Boxes and paper mail
- Digital receipting and scanning of all postal mail with integration to their work queues
- A guaranteed, compliant service level
- A solution that is scalable up or down both operationally and financially
- A solution that enables the clients’ staff to work from home when required – a big plus during Covid 19
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