The speed and accuracy with which backend processes are completed can have a big impact on how a business operates, performs and interacts with its customers.

When information flow is bogged down by resource-heavy manual processes, organizations can’t operate with agility and they end up falling behind others that are able to act more quickly.

Manual Disjointed Processes Result in Lost Opportunities

For example: A prospect calls to inquire about a product. The employee writes down exactly what information the caller needs, which includes sending a physical brochure. The employee writes the information on a piece of paper to add the computer system later when the employee has a free moment.

Once manually uploaded, the employee has to create completely new customized items of correspondence for each prospect as there isn’t a template – this takes time and requires data re-entry. The correspondence is printed and must be taken to the post office to be mailed out along with the brochure.

The sales representative can’t make it to the post office until the next day at the earliest and, once there, they are forced to wait in a long line. The package takes a few additional days to arrive at the prospect – making it a week or so after the call. However, by then, a competitor has already responded in a timelier manner and has won the business.

Automated End-to-end Digital Solutions Increase Efficiency and Satisfaction

Let’s now focus on a business that relies on digital tools for its document management processes.

A prospect calls to inquire about a product. The employee records the request and relevant information straight on to a digital tool. As the solution stores templates for the various types of correspondence, the employee can simply and quickly generate a letter to accompany the brochure. This also gives the employee time to personalize the communication so that it’s tailored to the prospect.

Once ready, the item – either singularly or as part of a much larger batch – is uploaded to a web-based portal. The printing, enveloping, metering and delivery to the customer is then managed offsite at the provider’s facility.

The brochure and personalized correspondence reaches the prospect a few days after the initial call. They are pleased with the response time, as well as the product on offer and signs an agreement.

More Efficient Communication Means a More Efficient Business

When organizations are able to action and distribute batches that can contain thousands of personalized items – including standard customer communications, marketing material, invoices and statements – to thousands of recipients across digital and physical channels with just a few clicks from a single solution, the efficiency benefits are felt throughout the entire companyEmployees have more time to focus on serving customers and business-growing activities. They don’t have their hands tied by time-consuming manual processes that simply add unnecessary pressure and increase the likelihood of errors.

Ralph Mezzoni

Ralph Mezzoni

Director, Product Marketing - Mailroom Solutions

Ralph Mezzoni is the Director of Product Marketing for Mailroom Solutions at Quadient USA.  He has spent over a decade helping to develop new technologies to optimize mailing processes while minimizing mailing costs for customers across the United States.

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