Case Study

Client Success Stories

Drake Business Services Asia are proudly represented across a broad cross-section of the APAC region’s most prestigious firms. With experience spanning Banking & Finance through to FMCG and Managed IT Services, we’re scalable and flexible to your business – whatever the requirement.

A truly international institution, our value statement remains the same wherever we operate – reducing costs, improving efficiency, and most importantly; freeing your business to focus on what matters.

To showcase some of our recent success stories, we’ve prepared a selection of case studies demonstrating digital transformation, cost reduction, and process re-engineering


Sunlife Financial – Digital Transformation


Among the world's oldest and largest life insurance firms, Sun Life Financial are a major client of our Philippines operation.

Following implementation, it was apparent that current processes were highly reliant on manual human interaction – a major operational risk.

In particular, Sun Life’s manual process for sorting and encoding transactions was of concern. Given the critical nature of the insurance market, delayed or inaccurate processing of documents could have a significant negative impact on customer satisfaction, should their claim be affected.

To address this, a systematic end-to-end workflow was established from document receipt, sorting, encoding, delivery to monitoring and tracking.

To deliver this solution, we turned to our in-house Digital Hub platform – a modular, configurable system capable of managing various aspects of the information logistics cycle.


What we achieved

  • Digital transformation of manual processes
  • Implementation of purpose-built Digital Hub platform
  • Reduced error rate



BDO – High-Volume Transition


Bringing on a new supplier can be a disruptive process – particularly when it comes to managing the existing workforce. Whether we decide to transition the current employees, or replace them with alternative resources, our objective remains the same – maintaining the level of service you expect.

A recent implementation project for BDO saw Drake Business Services Asia transition over 75 mailroom operators from the incumbent, as well as onboard a further 70 highly skilled operators within a one-month deadline. To achieve this, we assembled a dedicated project team with a sole focus – sourcing a purpose-built workforce capable of driving transformation. 

Once a suitable workforce was in place, we shifted focus. Turning inwards, we examined all aspects of client operations to determine where we could re-engineer and add value. Crucially, we identified that an average of 75,000 mailroom transactions were performed manually by operators each day.

Introducing potential for human error at this volume of transactions presented a significant operational risk to BDO. To address this, we developed Digital Hub – a unified solution to manage the end to end transaction management process.

Built from the ground-up for the unique APAC market, Digital Hub encodes, consolidates, monitors, and tracks each of BDO’s 75,000 daily transactions across their network of 1,300 branches.


What we achieved

  • 75 employees transitioned
  • Automation of 75,000 transactions per day
  • Improved security and compliance




Bank of New York Mellon


When first impressions matter, our front-of-house executive concierge service is on-hand to assist.

We’ve recently partnered with the Bank of New York Mellon to provide quality, efficient front-of-house and guest management services to their Asia-Pacific network of offices.

Delivered in conjunction with Swiss Post Solutions, our partnership with Bank of New York Mellon spans six regions – Hong Kong, Taiwan, Singapore, Australia, Japan, and Korea.  

Working closely with the BNY Mellon regional facilities management team, we deliver a consistent service across each locale whilst retaining flexibility to reflect the uniqueness of each location. With minor regional variances, our team of experienced concierge personnel ensure all guests are received courteously, conference rooms are well-presented, mail services are managed appropriately, and inbound calls are answered professionally.

The prestigious nature of the client demands a corresponding level of service. Each member of our concierge team has been screened extensively thought a comprehensive assessment process to assure our client of a team reflective of the ideal candidate profile they expect.

BNYM is further supported by in-depth management reporting consolidated and standardised across each location to provide complete visibility and transparency of our performance as a supplier.


What we achieved

  • APAC standardisation of front-of-house services
  • Region-specific SOP development
  • Improved security, compliance, and reporting



One Farrer Place – Managed Services


A successful managed service requires the right alignment of people, process, and technology.

An example that showcases our capable to align these three elements is the managed mailroom services contract we deliver in Sydney for One Farrer Place – a mixed occupancy complex in the heart of the Sydney CBD.

Delivered in collaboration with a major print vendor, Drake Business Services Asia  are the managed services provider of choice for two contracts in this location.

Directing a team of mailroom professionals overseen by a locally based operations supervisor, we deliver a value-added service which combines efficient processes with SPS Technology.

Specifically, we utilise the iTrak and uBook solutions of SPS for internal tracking of inbound items and managing outbound couriers respectively – simplifying and automating these processes.


As a mixed occupancy complex, One Farrer Place is home to a diverse range of organisations spanning the legal, financial, and insurance sectors. Whilst the majority of tenants are serviced under a ‘base services’ contract, we also provide a discrete ‘premium services’ contract to one of the larger tenants – a prestigious global law firm.

Since 2015, Drake Business Services Asia  has made great strides in this contract, growing our initial operation fourfold, without a subsequent cost increase to our client.


What we achieved

  • Improved security and compliance
  • Service evolution to keep pace with industry developments
  • Improvements in courier cost and service levels through implementation of SPS Technology, including iTrak (track and trace), uBook (courier management)

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