Quinn Group

Challenge

In 2016 the Quinn Group faced increasing demand from customers and suppliers alike looking for digital communication solutions. More specifically:

- Customers were requesting the ability to both send and receive documents digitally

- Significant volume of inbound and outbound documentation, emails, correspondence across multiple locations all handled manually

- Business transacted across ROI, NI, and U.K., employing over 850 FTEs.

- EOL equipment and restrictive legacy systems e.g. AS400 mainframe system.

Quinn Industrial Holdings logo

Working Together

Working with Quinn we set about automating and digitising the entire back-office processing of customer communications. This included the outsourcing of all back-office processing from the in-house model to our purpose built secure location. In addition Mail Metrics provided Quinn with a customer portal to enable secure 2-way customer and supplier communication. In effect delivering Quinn a paperless office solution.

Benefits

Quinn & Mail Metrics transformed both back-office processing of customer communications with significant benefits, as well as the customer & supplier experience.

  • Self-Service Customer & Supplier Portal

  • 60% reduction in like for like costs

  • 99.95% adherence to SLA across all documents

  • Moved from 100% reliance on paper to 78% digital / 22% paper within 6 months

  • All inbound and outbound documents in both hard and softcopy are captured and accessible across all Quinn locations.

Fully integrated outsourced mail room services

Rapid Successful Delivery

"Rapid development of a customised prototype by the team at Mail Metrics enabled us to get stakeholder buy-in leading to successful project delivery in a short space of time."

Paul Melanophy - Business Change Manager

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