Mail Sorting and the Customer Experience

Corporate mail center managers and production staff are typically not described as “customer-facing.” The mail center is often relegated to a corner on the lower level of the corporate headquarters where mail professionals labor in relative obscurity. Yet, the documents this essential staff manages affect how customers perceive the organization.

Today, we will discuss how Tritek’s innovative mail processing systems, employee empowerment, and strategic planning transform what some consider a nondescript administrative task into a powerful touchpoint for customer engagement and brand image.

With the current mail center technology, strategic vision, and employee involvement, mail center workers can transform from invisible support roles to brand ambassadors.

First Impressions Matter

The mail center manages mission-critical items, including invoices, contracts, and promotional materials. The quality and professionalism of how an organization processes and distributes these items significantly impacts a customer’s first impression of the organization. An easy to read and creatively presented promotional item or mail produced according to USPS standards and delivered on time leaves a lasting positive impression on the recipient and conveys care and attention to detail. These are strong brand image attributes.

The Mail Center Team as Brand Ambassadors and the Mail Center as a Corporate Touchpoint

The mail center is often viewed as a behind-the-scenes operation, rarely receiving the attention it deserves. Team members are classified as administrative support staff responsible for handling incoming and outgoing mail. However, the role of the mail center is evolving. It is a touchpoint for customer engagement and brand communication. Corporate brand ambassadors are typically employees interacting directly with customers through sales or customer service. However, the idea of a brand ambassador extends far beyond those roles. A brand ambassador is anyone who can positively influence an organization’s image, including the mail team. The first step in transforming the mail center staff into brand ambassadors is understanding that their work impacts internal and external stakeholders.

Innovative Mail Processing Tools as a Branding Strategy

Advancements in mail processing technology, including automated sorting, threat detection, and digital mail, streamline mail operations, making them more efficient and aligned with the corporation’s goals. The Tritek M Sorter is a full-size mail sorter perfect for commercial, inbound, and presorted mail. It is scalable to an individual mail center’s volume, distribution patterns, and mail types. At a processing speed of up to 30,000 pieces an hour, the M sorter is also one of the fastest sorters on the market.

Security in the mail center has always been a concern, but never more so than today. The mail team receives significant volumes of packages and letters, making them potential targets. The Tritek Threat Detect Mail Sorter is one measure a mail center can take to protect people and property. Mail threats require a proactive approach to these risks. Tritek threat detection technology provides screening for multiple mail and parcel types.

The concept and practice of digital mail are finding universal application in corporate mail centers nationwide due to the proliferation of a dispersed workforce. Workers get their postal mail via email, irrespective of their geography. The Tritek Oasis sorts the mail and automatically scans the front and back of each mail piece or document, directs it to the correct recipient for digital delivery, and archives it for future use.

When an organization invests in mail center technology, it sends a message to employees and customers that it values every part of its operation.

The Physical Mailroom is a Corporate Brand Asset

Think of the typical tour of a corporate headquarters a new client or prospect takes when visiting for the first time. Visitors are often shown the leader’s office, the cafeteria, the conference room, and a confusing village of cubicles. Enter the mail center. Technology inserts pages into envelopes and applies postage and other systems open, route, and track inbound mail and packages. There is action, observable efficiency, and a solid example of a company at work. And it’s considerably more interesting than conference room B.

The physical environment of the mail center enhances a corporate brand. It shapes the perception of an organization. The design and function of the mail center are worth the same investment as lobbies, offices, and showrooms. Clean, organized, and technology-enabled mailrooms can convey a message of efficiency, order, and professionalism. On the other hand, a disorganized or outdated mail center sends a message of neglect or indifference, affecting how employees and customers perceive the company.

Mail Center Engagement

Tritek engineers and patents field-proven mailroom automation and document imaging solutions to improve productivity and mailroom efficiency. Advanced mail center technology, including the Tritek M Sorter, the Threat Detect Sorter, and the Oasis Digital Mail Scanning System, replaces outdated legacy equipment. This technology supports the essential functions and brand image of a productive, efficient, and contemporary corporate mail center. Tritek’s clients include Fortune 500 companies, government, educational institutions, financial services, healthcare, insurance, and fulfillment.