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Case Study 5

A third party vendor managed the student mail center for many years. There was significant dissatisfaction in the student population because of poor service. Students spent hours waiting in line, packages were frequently lost and customer service was non-existent. The process for picking up packages was as follows:

• The Student waited in long lines just to get to the package pick-up window to determine if they even had a package to pick up. There was no notification by the mail center to the student if a package was waiting.
• The student gave the clerk their name at the package window.
• The Clerk left the window to search for the package leaving the pick-up window un-manned with the student waiting.
• The Clerk returned with a package or multiple packages and sometimes with no package at all.

In addition to poor customer service, the incumbent vendor had no process for tracking activity, accountability, timeliness or performance. The University management finally decided to change outsourced vendors but challenged the vendors competing for the business to come up with an out-of-the-box solution.

A new vendor met the challenge. The vendor’s operations team approached iOffice with a concept to enhance the Mail Module of iConnect. iOffice customized iConnect to include a kiosk interface for students to allow for a completely automated process. The new process is as follows:

• Packages are received in the mail center and checked into iConnect
• Automatic email notifications are sent to the students notifying them that their packages are in the mail center
• When the student arrives at the mail center, computer kiosks are located at both entrances, and the student scans their Student ID. A search is conducted and the kiosk posts the number of packages in the center for the student and directs them to the package window.
• As the student ID is scanned and packages identified, a bell sounds, a strobe light activates and a pick ticket with all the student’s packages listed prints in the mail center.
• When the student arrives at the package pick-up window, the packages are already at the window. The student signs a signature pad and the transaction is closed.

>The average student wait time has gone from a number that could not be quantified but caused significant dissatisfaction with the student population to an average of 2 minutes. iConnect ensures quality service and accountability to the student as well as gives the University real-time reports documenting volume of activity, timeliness and performance.