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.
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.
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.
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."