challenge:

Melin Homes are a major housing association covering thousands of homes across South-East Wales. They approached bakergoodchild, requiring a scalable solution to support multiple users across all departments of the organisation, who were required to send a variety of physical mail to their residents daily. The content of the letters was completely variable and composed on an individual basis by the customer contact team.

Given the sensitive nature of these communications, any solution offered need to give the managers of each department complete control and authorisation. They also required a function to digitally archive, view and retrieve all communications for a 2-year period.

solution:

bakergoodchild installed their Hybrid Mail print driver to the customers internal workspace system. When the customer contact team need to communicate with residents, they select the Hybrid Mail printer from the list of available print devices, choose the appropriate letterhead and postal service. This document is then automatically uploaded to bakergoodchild’s web archive.

The packs are downloaded daily from the web archive and processed. The status of these packs is updated accordingly throughout the print and postage process giving the client complete visibility.

result:

After a successful trial period, Melin then decided to expand this out to the wider organisation and have since onboarded over 200 users. Given the successful results of this process, the client is now also exploring the email potential of the Hybrid Mail system. This would include sending residents secure documents electronically where applicable to accompany the physical mail being produced through the Hybrid Mail system.