Drake Business Services Asia directs a team of mailroom professionals overseen by a local operations supervisor. The result is the delivery of a value-added service which combined efficient processes with market leading technology.
Executive Summary
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 office housing a diverse range of organisations spanning the legal, financial, and insurance sectors.
Delivered in collaboration with a major print vendor, Drake Business Services Asia are the managed services provider of choice for this building. While the majority of tenants are serviced under a ‘base services’ contract, we also provide a separate ‘premium services’ contract to one of the larger tenants – a prestigious global law firm.
The Challenge
The high profile nature of the services we manage at One Farrer Place present a number of challenges.
With regard to our ‘premium’ service, an extremely high standard of security compliance is maintained. This involves screening all incoming mail for potential threats, as well as thoroughly inspecting all parcels.
With reliability at the forefront, services are delivered to a tight schedule, with four mail runs conducted each day to the buildings various tenants.
Moreover, we collaborate closely with the print vendor we have subcontracted with to ensure that our service meets their quality standards.
Our Solution
We lead a team of skilled mailroom professionals, supervised by a local operations manager, to deliver service that combines streamlined processes with cutting-edge technology. Our approach includes using SPS’s iTrak and uBook solutions for tracking inbound items and managing outbound couriers, which has simplified and automated these procedures. Currently, we are in the process of transitioning our technology solution to our in-house Digital Hub system to enhance our level of service.
We provide our client with detailed monthly management reports that outline the number of items processed, workforce productivity, incidents, and other notable events. To ensure we consistently deliver an exceptional level of service, we maintain an ongoing calendar of continuous improvement initiatives. Additionally, we have fully trained backup staff to manage any projected staffing shortages, which helps us maintain our high level of service delivery.
The Result
Since we commenced our contract in 2015, Drake Business Services Asia has made exceptional progress, growing our initial operation four times over without imposing any additional costs on our client. We have achieved this by continuously refining our operations, improving security measures and compliance, and adapting our services to meet the changing needs of our clients.
Over the years, we have successfully delivered cost savings and better service levels, which have significantly contributed to our client’s satisfaction. These achievements culminated in the renewal of our contract for another five years, which is a testament to our commitment to excellence and the value we bring to our clients.
Through our efforts, we have established ourselves as a reliable and trusted partner in managed mailroom services.