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Support in the scope of mailroom service and workflow in a company

Automation of the work of a mailroom improves service of many business processes in the company.

Handling large quantities of different incoming and outgoing communications constitutes a great challenge to many large organisations. The multi-channel nature of serving mail, specific process requirements, lack or excess of IT systems are what makes this task even more difficult.

In many cases correspondence is registered by employees manually, which hampers work of the Administration Department, taking into account limited human resources. The paper flow of documents may delay processes and generate a risk of losing documentation and making mistakes.

If correspondence handling processes are complicated and a company lacks a relevant technological solution that would support this area, the introduction of new employees is time-consuming and training costs are high.

Manual work, physical movement of the documentation and a lack of systemic support are what usually results in an increase in administrative costs. An additional problem tackled by organisations handling large quantities of documents is communication among particular teams, which can even lead to conflicts.

As part of Billennium Paperless offer we propose a solution improving work of the mailroom, where many business processes usually start.

Registration of paper and electronic correspondence

The mailroom module of the Paperless solution allows to register both paper correspondence (registered letters, ordinary letters, courier shipments) and electronic correspondence (e-mails, data from online forms). For each type of correspondence it is possible to set automatic tasks to be performed by the system after a given type of shipment has been registered. For example a registered letter from the Police is directed via a special route to defined recipients without opening.

Section-based distribution of mailroom work

In the case of very large volumes of documentation (a few thousand shipments per day) there is a possibility of setting in the system dedicated sections of mailroom work, which contributes to specialisation of particular teams of employees in serving a given type of task. Examples of sections are: registration of shipments, registration of letters (one shipment may contain a lot of letters), scanning documents, handling returns and acknowledgements of receipt.

Integration with post operators

The solution may be integrated with systems of popular post operators, e.g. Poczta Polska, InPost, DHL, DPD, thanks to which the post control and registration processes may be additionally accelerated. Integration consists in automatic transfer of the sender’s and recipient’s data to the Paperless system before the correspondence physically reaches the organisation.

Automated assignment of letters

The Paperless solution offers a possibility of modelling any business processes that start in the mailroom or if the mailroom is one of their stages. Thanks to the possibility of definition of default steps in the process for a given type and kind of letter (e.g. the recipient of servicing agreements is always the Servicing Department, servicing agreements are archived for 10 years, servicing agreements are scanned), the process of registration, assignment and any further activities connected with a letter (e.g. scanning and archiving) is automated, which considerably accelerates mailroom service, since employees do not have to wonder where to transfer a given letter.

Handling special shipments

The Paperless solution allows to handle selected types of shipments along separated routes, whose flow may be defined independently of standard flows. Special shipments may include for example shipments from important institutions and offices (the Financial Supervision Authority, the Office of Competition and Consumer Protection, Internal Security Agency, Police, etc.) and to particular recipients (the Management Board, Legal Department, etc.). In most cases as part of such routes shipments are neither opened nor scanned. Mailroom employees provide them directly to the recipient immediately following the receipt in the mailroom.

Scanning and converting (OCR) documents

Paper correspondence received in the mailroom may be scanned on an individual basis as part of a given registration of a letter or on a mass basis (as part of documentation input to be scanned). The target scenario of digitalisation is usually agreed as part of pre-implementation advisory services. The system allows to handle unlimited number of OCR templates, which allows to accurately recognise data from a given type of scanned document. Thanks to the application of OCR templates, the ratio of proper recognition of given documents is very high.

Paper and electronic archiving of documents

The Paperless solution also provides support in the scope of archiving documents, already at the stage of their digitalisation. In the case of mass scanning there is a possibility of connecting barcodes of letters with the barcode of the archiving box to which letters are put after scanning. The system assures that the required archiving period of a document corresponds to the archiving period of the whole box. All documents scanned at the time of the registration are automatically recorded in the e-archive, to which authorised persons have access. The review of and access to archival resources may be organised according to established criteria, for example time, departments, document types, client’s ID, etc.

Automatic notifications of incoming correspondence

The system automatically sends to recipients notifications of shipments being on the way to the company and shipments that have already been registered. In the case of mailrooms handling mass quantities of documents, the information obtained in advance facilitates planning the team’s work on the date of inflow of post into the organisation.

Handling correspondence by business departments

After logging into the system business users see cases that are assigned to them automatically or manually. As part of attachments, scans of correspondence are available, including the ones registered in the mailroom. Professional staff also have easy access to the archival electronic documentation, thanks to which they can quickly learn about the context of a given case and serve it at their stage. The system assures that each process is performed in the set time and order. In the event of occurrence of any hazard that a given case may become overdue, the system sends relevant reminders. Cases may be handed both in the desktop version and in the mobile version of the system.

Integration with other solutions applied in the company

The Paperless solution may be integrated with other systems used in the company, for example accounting systems, CRM, BPM, ECM, ERP or field systems (e.g. systems for handling complaints). It allows to eliminate copying data among systems and provides for smooth and quick service of cases.

Monitoring documents in the paper version

Some documents used in the company have to be transferred in the form of paper originals. 
In such cases the Paperless system allows to track the physical movement of a document in the organisation by means of using unique barcodes that identify a given document.



Multi-dimensional reporting

The Paperless solution allows to report activities connected with a given document or a set of documents. Additionally, statistical data related to mailroom activities is visualised, which enables managers to detect bottlenecks in processes and to provide for further optimisation of processes.

Advisory in the scope of organisation of mailroom work

As part of a given Paperless project Billennium’s analysts are able to analyse the present organisation of the mailroom work and particular steps of handling correspondence. Analysts observe mailroom work and analyse the existing descriptions of business processes. On the basis of the gathered information and thanks to familiarity with the best practices applied in other organisations they are able to recommend a target solution, both in the scope of work organisation and optimal technological solutions.

Benefits

The use of the Paperless solution for supporting mailroom service in the company brings a lot of benefits, including:

  • Reduction in the cost of mailroom service and particular processes.
  • Minimisation of the risk of losing documents or cases becoming overdue.
  • Minimisation of the human error ratio at the time of registration and assignment of correspondence.
  • Improvement of resource management (in particular personnel costs) thanks to mechanisms that monitor in real time the effectiveness of the performance of particular processes.
  • Building a positive corporate image, both outside the company – among clients and contracting parties, and within the company – in other departments.