We began by conducting on-site assessments at a large facility in the Southeast and a smaller site in the Southcentral U.S. Through on-site analysis, reviewing previous reporting and observing day-to-day practices, we determined the incumbent mail services provider in the large facility was overstaffed and recommended the staff be trimmed from 13 to eight people. Furthermore, we projected that by reducing staff, optimizing processes and implementing new technology would reduce overall costs by 30 percent.
To prove this cost savings could be achieved, we conducted a pilot test of Ricoh’s Customer Communications Management & Mail Services at the Southeast facility. There, we leveraged metrics, optimized their support infrastructure and eliminated redundancies and inefficiencies to achieve operating improvements. Eliminating manual processes and implementing technology drove additional cost savings. For example, by relocating Intelligent Lockers at a vacated facility to the main building, we were able to eliminate multiple delivery attempts and enhance corporate package delivery.
Making just two to three runs throughout the mile-long campus, we streamlined mail delivery—handling nearly 7,000 pieces of incoming USPS mail, more than 1,200 pieces of outgoing mail and approximately 1,400 incoming packages. We implemented technology for security and suspicious package containment, staffed a centralized walk-up window with shipping request forms, installed mailing technology and a shipping station for outgoing mail and packages, and implemented four handheld devices for signature capture upon delivery. We also took over legacy software for conference room booking, catering requests and teleconferencing needs. When the services provider asked us to sharpen our pencils on pricing, we developed a tiered pricing model that gave them a percentage discount as Ricoh takes on more facilities and billings increase.