Improve Customer Service Experience With an Automated Mailroom
An exceptional customer service experience is the pulse of every business. At the top of every…
The first step to choosing the right software for your mailroom is to understand what features you need to alleviate your organization's pain. Most organizations make the mistake of starting their search by looking at vendors and what they have to offer rather than understanding the root cause of their issues and then going to market with that evaluation criteria.
While vendors have a lot of wisdom to offer, having been involved in many mail management software implementations, skipping the initial requirements gathering step is a mistake that will leave you overwhelmed and confused by the different options on the market.
Below we outline the evaluation criteria that are most important for most organizations.
|Criteria||Comment||Cost Impact||Customer Experience Impact||Risk impact|
|Entering package details||How much manual data entry is required in case of both barcode and handwritten labels?||High||High||Medium|
|Recipient notification & custom reminders||How much of the recipient notification and reminder process is automated?||Medium||High||Medium|
|Pickup delegation||Can the package recipient easily delegate someone else to pick up their packages?||Medium||High||Medium|
|Mailroom analytics||Does the software provide out of the box analytics for you to measure the most important metrics week on week, month on month or year on year?||High||Low||Medium|
|Data privacy||How is recipient data stored and treated?||Medium||High||High|
|Integration||Can it integrate with my existing systems?||High||Low||Low|
|Support||How can I get through to support for problem resolution? Do they support chat, email, & phone?||High||High||High|