THE CHALLENGE
Their mailroom had become a revenue killer that was systematically destroying customer relationships and operational efficiency. Delivery delays were driving lost items that directly translated to lost customers, while stale-dated mail was accelerating user attrition at an alarming rate.
The internal facility itself was the fundamental problem. It featured outdated infrastructure paired with demoralized staff and high turnover rates that made consistent service delivery impossible. But here’s what made the situation critical: they needed to simultaneously lower operational costs while improving customer service and turnaround times, all without making massive capital investments.
The operational math simply didn’t work under their current model. Traditional optimization approaches couldn’t solve these contradictory requirements because the system itself was fundamentally broken. They needed complete operational transformation, not incremental improvement tactics that would only mask deeper structural problems.
THE SOLUTION
XBP completely absorbed their entire operation and rebuilt it from the ground up. We took over all front-end processes, absorbed their existing staff, and redefined workflows completely while deploying superior technology and processing equipment throughout the operation.
The breakthrough came when the customer collaborated with us to design the facility floor plan. This ensured every workflow was optimized for document velocity from initial mailroom receipt through final processing completion. This collaborative approach eliminated bottlenecks that had been invisible under their previous operational structure.
Digital capture fundamentally changed their entire operational paradigm.
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