Ivy League Mail and Package Service Case Study

Prior State:

Residential mail and package services provided internally by the University.

Challenges:

  • Poor customer service
  • Out of control cost
  • Management workload burden
  • Theft
  • Low productivity
  • Manual processes

Solution:

  • Outsourced residential mail and package services to Datrose

Achievements:

  • Transitioned from 100% manual process and paper records to state-of-the-art technology driven process
  • Staffing reduced from 51 employees to 30 employees
  • Customer satisfaction measurements steadily increased from low 60% to 90+%
  • Theft eliminated
  • Additional Services added

Outcome:

Outsourcing mail and package operations greatly improved service and allowed University management to focus on strategic core competencies, reducing costs and increasing customer satisfaction in the process.

"The University has always been treated by Datrose as if we were the most important customer."

"We see a real improvement in our mail & package service!"

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