October 19th, 2014

Ranson Case Study

Ranson UK delivers bakery products such as flour, chocolate, syrup and wrappable icing to bakeries and patisseries all over the UK, but mainlyto customers in and around London. The business has been built on a‘one stop shop’ philosophy, meaning that customers do not have to deal with lots of different suppliers for just a few items.

Challenge 

Develop a cost-effective alternative to inefficient manual mail sorting.

Results 

Better customer communications as well as reduced costs.

Solution 

Fully automated multi-channel communications platform.

Method 

Implement results of customer survey to deliver most effective solution.

Although the customer communications solution was installed a month ago we have already reduced our postage and paper costs by around 20%.

The Challenge 

Ranson has a close relationship with its customers and regularly sends them business-critical documents. Around 100 customer mail pieces are sent out everyday including credit notes, invoices, promotional leaflets and catalogues. Approximately 70% of these documents are sent to customers by physical mail and 30% by email.

The company is planning to inverse this ratio in the future. Ranson’s busy periods are at the beginning of the month when a statement is sent to each customer. Currently around 500 statements are sent out each month. Before investing in Neopost’s output management solution, Ranson’s biggest challenge was sorting mail. The mailroom operator had to manually sort for example, invoices into two different categories: one for delivery by physical mail and the other for digital invoicing. There was no system in place to deal with this process, meaning a lot of time was required for manual mail sorting.

The Process

As Ranson was already using Neopost products (a DS-35 folder inserter and an IS-350 franking machine) they decided to talk to them about how to find a solution to help them handle outgoing customer communications in a more efficient way.

The Solution

Step one involved sending out a survey to customers asking them if they would like to receive their documents by physical mail or by email. Ranson then fed the results from thesurvey into Neopost’s solution which is simple and easy to use. As everything is automated, the system knows which documents need to be posted and which communications need to be sent by email.

Delivery and Results 

“Although this customer communications solution was installed a month ago we have already reduced our postage and paper costs by around 20%”confirms Marcin Rutkowski, Office and Administration Manager for Ranson UK.

Customer feedback 

Any organisation that has to handle a lot of mail should opt for a multi-channel communications platform if they want to save time and money. As Marcin explains “sending invoices by email rather than by post ensures they are delivered to the right person through their preferred media and this also means we get paid in time. 

 

This more effective way of dealing with outgoing mail has enabled Ranson to personalise its business communications by sending the right message to the right person. It has also enabled the company to increase efficiency by cutting back on manual processes.

 

Any organisation that has to handle a lot of mail should opt for a multi-channel communications platform.