Property Management Company slashes invoicing time with Quadient Impress Distribute

The team of Insitute of Property Management (IRPM) certified property managers conduct regular property inspections. These property managers build good relationships with residents and contractors. Additionally, they are supported by a team of office-based administrative staff.

The challenge: to efficiently manage high-volume resident communications 

As part of its service charge management responsibilities, they send out over 15,000 mailings a year. The company communicates regularly throughout the year to residents, which includes invoices, letters, and other documents. However, there are peak times in September and March/April when invoices and budget packs are issued. 

During peak times, administrative staff could spend two weeks producing and sending out mailings. This process included printing, collating, inserting into envelopes, adding postage, and submitting to the postal system. 

These mailings are customised for each resident, including a letter, one or more unique documents, and a standard document. It is always a priority to ensure precision in compiling the mailings. 

“The excellence and timeliness of the service we provide to our residents is our top priority. Our mailings must be professional, 100 per cent accurate and issued on time. Staff time spent on the activity was worth it to ensure the required attention to detail. We also recognized an opportunity to retain our focus on quality whilst making the process more efficient through technology,” says the customer’s Finance Director. 

The process: customization and training 

The company gave Quadient an overview of its goals for introducing technology into the existing manual process and provided mailing examples. 

Once a solution had been recommended, Quadient walked the company’s staff through the system.  

The solution: Quadient Impress Distribute 

Quadient Impress Distribute is a cloud-based, multi-channel document delivery solution that manages the preparation and delivery of effective communications. Documents are uploaded to the Impress Distribute platform for printing, sorting, and inserting into envelopes.  Postage is then added, and the mailing documents are submitted to the postal system by Quadient's certified mail production facility. Digital delivery channels are also supported so that documents can also be sent by tracked email. 

Impress Distribute identifies residents' mailing preferences from a maintained database. As a result, each resident receives communications as they prefer - by post, email, or both. 

“It is a very controlled process. Each unique resident code ensures that the right documents go to the right person every time.” says the customer. 

The result: time-saving and accurate mailings issued from anywhere 

Moving from a people-based to a technology-enabled process has saved the company time spent managing outbound communications. 

“For us, it’s a case of the best use of skillsets to achieve our service aims,” explains the customer. “Now, our experts can devote their time solely to serving our customers. Ensuring our high-quality mailings continue to keep them informed.” 

The company is confident about the accuracy of its mailings as every resident has a unique code. This ensures the correct document goes into each mailing. Staff can track the progress through an accessible digital audit trail. 

During 2020, the company maintained their mailing operations due to remote working. As a result, mailings could be created and issued without staff needing to be in the office, thanks to the solution. 

 “It is reassuring to know that by enabling flexible ways of working, we can continue to operate under changed circumstances. It is a way of future-proofing this aspect of our business,” adds the customer.  

Customer feedback 

The spokesperson shared their perspective by stating, "We aim to leverage the latest technology to enhance the efficiency of our business. As a result, we can now easily and rapidly send high-volume mailings, all while upholding our crucial personal service." 

Challenge 

To efficiently send out over 15,000 tailored mailings a year to meet ad hoc and seasonal communications needs. 

Results 

Experts can now work from anywhere as they no longer spend time producing and sending mailings. 

Solution 

Quadient Impress Distribute is a cloud-based, multi-channel document delivery mail solution for preparing and delivering communications.  

Method

Quadient reviewed the customer's requirements and mailings to suggest a solution that meets the demands of a high-volume mailing schedule. 

Download the case study here.