Hybrid Mail for Offshore Teams
Our client of many years is a global publisher in the field of education and learning with more than 24,000 employees operating in 70 countries. They combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalised learning at scale. They believe that wherever learning flourishes so do people.
An Offshore Customer Communications Processing Problem
Our client of many years, had outsourced its back-office administration functions offshore to India. The team there regularly received requests from customers for duplicate statements and invoices. Whilst it was straight forward to provide these copies via email, many of its customers had not registered an email address so these documents needed to be sent in the post. Not ideal when the vast majority of these customers were based in the UK so posting these from India would take time and attract a significant cost.
The process therefore was to generate the documents in PDF format, transfer them securely via the client’s internal systems to the Credit Control team based in the UK. The team would then have to print the documents locally, enclose them into envelopes and put in the post for delivery. This process created additional pressure for an already overstretched team and distracted them from their core activities.
A Hybrid Mail Solution – A 24/7, 365 Virtual Printer
Virtual Mail Room has worked with this client for many years and developed a number of solutions to resolve the challenges they faced with processing and producing their critical business documents. It was only natural therefore that they turned to us for help to improve this particular business process, remove the additional burden from the UK team, save time and reduce cost.
To us, the solution was simple. Implement our hybrid mail solution VMail to allow the offshore teams to directly upload their PDF copy invoices and statements for processing, printing and mailing without it having to go to the UK team to manually handle. The set up was quick and the service was up and running within a few days. Our hybrid mail solution is available 24/7, 365 days a year and from anywhere in the world with internet access. So even though the offshore team is in a different time zone, documents can still be processed and despatched whatever the time of day or night avoiding delays in payment and unhappy customers.
The Benefits of a VMR Solution
Since the implementation of hybrid mail, documents are sent to the Virtual Mail Room platform from the offshore team with just a few clicks of the mouse. These documents are automatically processed within VMRs secure infrastructure, and printed and mailed in our centralised production facility with no further manual intervention. The UK Credit Control team are completely free of what was a daily, time consuming manual task and freed up to get on with their real jobs. In addition, they have a full end to end audit trail of every document produced and posted which details, the who, what, when and how of every transaction.
Get in touch
Email Tina Moloney - tmoloney@vmailroom.co.uk
Email Mickel Bak - mbak@vmailroom.co.uk
Or call us on +44 (0)20 8898 6565
Find out how we helped a local authority achieve even greater benefits
Read other Virtual Mailroom Case studies:
Hybrid Mail Makes Homeworkers More Effective
Hybrid Mail for Offshore Teams Improves Efficiency
Better Debt Recovery Rates for Councils