EN - English
Success stories
EN
The challenge
Clients want answers to their technical or administrative questions about contracts, invoices, or services as soon as possible. All letters and electronic items are processed manually by employees of the Magenta Customer Care Service Centre. This requires a lot of resources and causes long waiting times for clients as well as low service quality.
Our solution
With its premium digital incoming mail service, Österreichische Post takes care of processing all letters and electronic items received at the Customer Care Service Centre. This targeted use of sophisticated technology translates into an intuitive and quick flow of information at Magenta Telekom. The flawless and efficient workflow at Magenta's Customer Care Service Centre ensures high customer satisfaction.
The result
The SVS, Social Security Institution for the Self-Employed, was looking for a digital incoming mail processing solution that would ensure considerable time and cost savings and improved quality. The tricky part of this solution was the transport logistics setup. We were receiving items from roughly 20 different addresses at our mailroom which were then transferred digitally to the institution for further processing.
Österreichische Post Business Solutions will take care of all incoming mail processing on behalf of the SVS whose items will be rerouted to the mailroom using the redirection service for on-site digitisation. Since all information will be available electronically, customer service employees will be able to find it more quickly and provide more comprehensive assistance. This translates into improved protection and social security for all clients, while their inquiries will be processed more swiftly. On the whole, processing and response times decreased dramatically. SVS is taking its speed and efficiency to the next level while complying with maximum data protection and quality standards.
The mailroom and call centre at Continental Reifen Austria GmbH were highly cost-intensive. In addition, the company was finding it hard to use its personnel for maxmum benefit. Continental Reifen Austria GmbH was hoping for Österreichische Post to achieve effective process optimisation and to increase the service level.
Post Business Solutions now operates the internal mailroom of Continental Reifen Austria GmbH located in Wiener Neudorf. Since we took over in 2008, we have gradually expanded our range of services and today, we are in charge of facility management and reception services as well.
Continental Reifen Austria GmbH entrusted its mailroom and call centre to Österreichische Post in an effort to lower costs while increasing the service level. After an in-depth analysis, we were able to suggest optimisation measures and implement them. Since then, the on-time delivery and collection of daily mail is ensured. We deliver mail directly to the departments and prepare outgoing mail for posting.
The challenges
Doppler Mineralöle was looking for a reliable partner to take care of the logistics behind daily incoming and outgoing business mail.
We take care of collecting and delivering business mail, such as letter mail items, parcels, Info.Mail items, and Info.Post items for Doppler Mineralöle at scheduled times and for pre-defined volumes.
"As a client, what we actually want from Post Business Solutions are three things: service, service, service. Thanks to the personalised and customised delivery and collection of our business mail, we were able to increase efficiency in our document processing. This is why we chose to team up with Österreichische Post," said Petra Tiefenthaler, assistant to the general manager of Doppler Mineralöle.
UniCredit Bank Austria was looking for a solution to reduce the processing and shipping costs for business documents while meeting its clients' high expectations. Top priorities are always customer satisfaction, employee satisfaction and a commitment to sustainable projects.
Since 2017, UniCredit Bank Austria and Post Business Solutions have successfully been working together in the area of printing, where UniCredit Bank Austria opted for dual delivery early on, adding electronic document delivery to the existing printing solution. This means that, depending on recipients' electronic availability, documents will be removed from the printing flow and delivered as e-letters. This ensures efficiency, security, and saves substantial amounts of money on postage. The eco-friendly aspect is yet another asset that is very much in line with the corporate philosophy of UniCredit Bank Austria.
Helvetia was looking for a solution that would reduce costs for sending business documents while meeting its clients' high expectations. Let us take care of your client correspondence, from printing all the way to posting.
Since 2013, Helvetia and Post Business Solutions have successfully been working together in the areas of printing and sending client correspondence such as invoices, payment reminders, insurance policies, and personally addressed advertising mail. The closed loop procedure ensures that the correct pages go into the correct envelope. The process is also fail-safe since we have several production facilities. Post Business Solutions guarantees maximum security because we comply with banking security standards.
Each and every day, Generali Versicherung AG sends numerous physical items including insurance policies, account information, invoices, and other documents to the company's clients. An environmentally friendly delivery option was to be the next logical step towards the paperless office and a priority for Generali.
As early as in 2016, when Generali was looking for a solution for reducing resources and shipping costs, the company decided to offer electronic service via its client portal. In addition, to serve even more people electronically and to reach even those clients who do not yet use the client portal, the insurance company started offering the E-letter service by Post Solutions in late 2017. "At Generali, we believe in direct and straightforward communication with our clients. Getting important items electronically to our clients in an eco-friendly way and without delay is a top priority for us", said Stefan Koller, head of internal organisation and central services at Generali.
KSV1870 was looking for a solution for electronic document delivery that saved money while meeting clients' expectations. The company wanted to give clients the option of choosing physical or electronic delivery for their mail. Key elements were security, confidentiality, reliability and a single contact person for the entire process.
We take items out of the general printing stream and check if clients can be reached electronically. If this is the case, items are delivered as e-letters to the clients' e-letterbox in a swift and inexpensive process. If not, the document will be printed, put in an envelope, and delivered as a physical document. Thanks to electronic delivery and immediate item provision, KSV1870 benefits from increased efficiency and lower costs.
The consistent tracking and logging of numerous incoming and outgoing items is a huge challenge. It usually takes a lot of time and resources to record, assign, and deliver letters, parcels, RSa and RSb items to the correct recipients at an organisation.
Since autumn 2019, the Austrian Red Cross has been using the Mailroom Tracking service by Post Business Solutions. The digital solution has been designed to complement the physical delivery of letters and parcels at a company. It is used to receive, deliver, and receive all mail items at a company while documenting all processes. This is done electronically and in real time and by authorised employees only. All transactions are logged in real time and saved in an audit-proof process. With our Mailroom Tracking service, the unnecessary stress caused by lost items or their tedious archiving becomes a thing of the past.
Other than books, the Karl Popper Collection includes about 7,000 pages of documents, some of them folded, stapled, or bound. Many of these documents are in poor condition, which is why they need to be handled with extra care. In addition, they include many handwritten comments and corrections in different colours. Digital versions must be true to the original to allow scientists to study the texts.
Our in-house courier service picked up the collection. For all documents, our document and archive digitisation solution was used. We employed the reflected light process, which is a widely used and safe method for especially sensitive documents. The LED light used was as gentle as possible and the mechanical stress was kept to a minimum. Afterwards, all digital scans were checked for readability and the original historical books and documents were subsequently returned to the university library. They are now accessible to researchers worldwide in a quick and straightforward process.
Result
Over the years, Scheuch GmbH has amassed a paper archive of several thousand binders. Physical archives need a lot of space and it requires a lot of time and effort to find specific documents via conventional searches. The company wanted to make all information available to all locations worldwide.
Using high-performance scanners, the documents were scanned in colour at the Österreichische Post location in Haid and saved in PDF format. To allow for searches not only by document name, but also for text searches inside specific documents, all documents were recorded using OCR recognition technology. As a final step, all documents were indexed following the client's specifications.
The first wave of archive digitisation started in January 2015, when large amounts of binders were scanned within just a few months. After the successful project launch, another part of the archive was digitised in 2016. In the autumn of 2019, Scheuch Gruppe entrusted Österreichische Post with the digitisation of another archive for location-independent access.
Over the years, the Social Security Institution has created huge paper archives at its nine regional offices. Such archives not only require a lot of space, but also time and resources. The goal was the digitisation of all archives and the information contained therein in an effort to be able to use this information and simplify access to it. The decision for archive digitisation was informed by location-specific aspects, time, security, and completeness.
Since 2015, Österreichische Post Business Solutions has digitised roughly 100 million pages of documents for the Social Security Institution for the Self-Employed. We take care of all transport logitics processes in all nine provinces, from the delivery of empty boxes all the way to collection. Subsequently, all documents are digitised in colour using high-performance scanners and saved in PDF format. After the scanning process, our processing experts perform a quality review. To allow for searches not only by document name, but also for text searches inside specific documents, all documents are recorded using OCR recognition technology. As a final step, all documents are sent to the client.
