6. Improve internal communications
and deliver better customer service
Businesses are increasingly judged on
the quality of their customer service.
Automatic letter openers that open and
process mail more quickly can help a
business satisfy the demand for quick
responses to queries and complaints.
Adding document scanning at the
mail opening stage speeds up delivery
times and allows organisations to store
electronic documents and scanned
images in a single, searchable content
management system. Computer access
to PC-generated and scanned images
helps customer service staff resolve
problems without putting callers on
hold, transferring them to a colleague
or making expensive call-backs – all
sources of customer dissatisfaction.
7. Operate in compliance with data
protection regulations
Consumers are willing to share data
with organisations, but only if they
know it is secure and will be used
appropriately. Failure to protect
customer details is bad PR and can lead
to heavy fines from the Information
Commissioner’s Office (ICO).
Maintaining accurate address databases
minimises the risk of confidential
material ending up in the wrong hands,
while intelligent mailing systems help
protect against data breaches caused
by poor processes. A combination of
output management software and
folder-inserters, for example, ensures
that confidential data is sent only to the
intended recipient.
Maintaining patient
confidentiality
Based at Queen Elizabeth Hospital
in Gateshead, The North East Hub
for the NHS Bowel Cancer Screening
Programme uses Neopost folder-
inserters to process the mailing of
10,000 letters and 2,500 test kits,
each of which has a covering letter,
sample card, six applicators, foil
return envelope and instruction
sheet.
Hub Manager Ian Ward recently
upgraded to a DS-1200 folder
inserter to enable the automatic
matching of test kits to personalised
documents within test packs.
Support for OMR, BCR, 2D and
OCR coding enables the top-of-
the-range folder inserter to read
Print Machine-produced barcodes
printed onto test kits. Sophisticated
integrity checking software validates
that the right letter has been sent
with the right test kit.
If a mismatch occurs between
the documents and test kit, the DS-
1200 stops automatically, allowing
operators to consult audit logs and
correct the problem.
“This has been a great benefit
to us, saved countless man hours
and given us complete confidence
that every envelope received by
our patients contains all the correct
personalised documentation and
test kits,” said Ian.
Improving Customer Communications
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