Transactional Print and Mail Processing During the Height of COVID-19 – Lessons Learned from a Global
Pandemic

As the pandemic raged on supply chain issues persisted, causing material shortages in various industries. One industry that was particularly impacted was the envelope manufacturing industry, which is a critical component of the transactional print and mail processing world. With more people working and shopping from home, the demand for online shopping skyrocketed, leading to a surge in the need for corrugated packaging.

To meet this demand, some envelope manufacturers shifted their operations to corrugated packaging, leaving the transactional print and mail processing industry scrambling for alternative solutions. The shortage of envelopes caused significant challenges for transactional processing companies, as they had to find alternative sources for their supply needs. Some companies turned to stockpiling envelopes and other materials, while others were forced to rely on alternative suppliers or even use different types of envelopes that were not ideal for their needs.

Industry scrambling for alternative solutions

The shortage of materials was not the only challenge that transactional print and mail processing companies faced. With many businesses shut down due to COVID-19 restrictions, there was a significant reduction in mail volumes, leading to lower revenues for transactional processing companies. Many companies were forced to make difficult decisions, such as laying off employees, reducing hours, or cutting back on services to stay afloat.

As restrictions began to lift and businesses started to reopen, transactional processing companies faced a new challenge – allocating resources and staffing appropriately to meet the demand. The reopening of businesses was not uniform, with some areas opening up faster than others, and some industries recovering faster than others. This made it challenging for transactional processing companies to predict the volume of work that they would receive and to allocate resources accordingly.

Navigate the supply chain constraints

Despite the challenges, transactional print and mail processing companies were able to navigate the supply chain constraints and staffing issues to continue providing critical services to their clients. The pandemic highlighted the importance of having a networked and functional multi-site transactional processing partner and the critical function of handling returned mail, which was often ignored in the past.

The pandemic also highlighted the importance of standardization of stock materials, as supplies were depleted and manufacturers were shut down. Transactional processing companies were forced to be more creative in their approach, finding alternative solutions to meet their clients’ needs while also staying within their budget.

Content Critical – Ability to adapt

While the pandemic caused significant disruptions, the transactional print and mail processing industry was able to adapt and evolve to meet the changing needs of its clients. Moving forward, it is essential that the industry continues to innovate and evolve, utilizing the lessons learned during the pandemic to improve resiliency and flexibility in the face of future disruptions.

The COVID-19 pandemic brought about numerous challenges for businesses across various industries. Among these challenges, the impact on mailrooms and handling returned mail emerged as a critical function often overlooked. As companies strive to adapt and recover from the pandemic, it is crucial to recognize the significance of effective returned mail management.  This article delves into the importance of this often-neglected part of customer communications management and how the right partner can help businesses navigate its complexities to ensure smooth operations in the post-COVID era.

During the height of the pandemic, many businesses faced temporary closures or limited operations, resulting in the shutdown of their mailrooms and call centers. With employees working remotely and limited access to physical locations, managing incoming and outgoing mail became a daunting task. Simultaneously, call centers were also shut down or short-staffed, leaving businesses with limited channels to communicate with their customers. Transactional and time-sensitive mail became a crucial method of reaching customers in such challenging times.

Increase in returned mail

One critical consequence of disrupted operations was the increase in returned mail. As businesses struggled to maintain accurate contact information, including addresses, customers faced challenges receiving important documents and correspondence. Returned mail became a pressing issue that demanded immediate attention. Neglecting the handling and resolution of returned mail hampers communication and poses a risk to data security and customer trust.

Effective returned mail management is crucial for several reasons. First and foremost, it helps maintain accurate customer databases. By promptly updating and correcting address information, businesses can ensure future communications’ successful delivery, preventing disruptions in cash flow and customer relationships. Additionally, proper management reduces the risk of sensitive information falling into the wrong hands, mitigating potential data breaches and ensuring compliance with data protection regulations. Financial institutions and companies operating under FINRA regulations are expected to have appropriate processes and procedures in place for handling customer communications, including returned mail.

Challenges of returned mail management

To overcome the challenges associated with returned mail, businesses need to implement proactive strategies and utilize modern technology solutions. Here are a few key steps to consider:

1. Data Cleansing and Validation:

Regularly review and cleanse your customer databases to ensure accurate and up-to-date address information. Employ data validation tools and address verification systems to minimize errors and improve delivery rates.

2. Streamlined Return Processes:

Establish streamlined processes for handling returned mail promptly. Designate a dedicated team responsible for assessing the reason for return, updating records, and taking appropriate action, such as reaching out to customers to confirm address details or request updated information.

3. Automation and Digitization:

Leverage automation and digitization tools to streamline mailroom operations and enhance efficiency. Implement advanced document management systems that capture and store digital copies of returned mail, enabling easy retrieval and retrieval of information when needed.

Expertise, technology, and infrastructure

Consider partnering with a trusted mail management provider, like Content Critical Solutions (CCS), that handles returned mail. These providers offer expertise, technology, and infrastructure to manage the entire process efficiently, from data validation to secure disposal, ensuring compliance and minimizing operational disruptions.

In the aftermath of the COVID-19 pandemic, businesses must recognize the significance of returned mail management as an integral part of their operations. Ignoring this critical function can result in missed opportunities, compromised data security, and damaged customer relationships. By adopting proactive strategies, leveraging technology solutions, and partnering with experienced mail management providers, businesses can navigate the complexities of returned mail and ensure smooth operations in the post-COVID era. Taking these steps will streamline processes and reinforce customer trust and satisfaction, driving long-term success.

Organizations must be prepared for unforeseen crises that can disrupt operations in an ever-changing business landscape. The COVID-19 pandemic served as a stark reminder of the importance of resilience and adaptability. While the pandemic may be a thing of the past, the need for effective crisis mitigation strategies remains crucial.

As the pandemic unfolded, businesses across industries faced the harsh reality of positive COVID-19 cases among employees. The transactional document fulfillment industry was not immune to this challenge, far from it.  The typical document fulfillment facility was a large open area with equipment and material arranged for efficient access and operation, and employees would come in close contact with one another frequently.  Suddenly with the emergence of Covid 19, a single positive test among employees could potentially force the closure of a facility and the quarantine of an entire operational shift.  The potential disruption of operations was enormous, and the ripple effect created throughout financial institutions and the community they service would be exponential.

Strategically distributing resources across multiple sites

This potential impact underscored the necessity of having a transactional processing partner with a network of functional sites. Such a partner can seamlessly transfer operations between sites, mitigating the impact of a facility shutdown and ensuring continuity of services. By strategically distributing resources across multiple sites, disruptions caused by positive COVID-19 cases, or any other regional or localized crisis, can be effectively managed, preventing service interruptions.

A networked and functional multi-site transactional processing partner offers a range of advantages, ensuring uninterrupted services even in the face of facility closures. These advantages include:

1. Redundancy and Resilience: Multi-site partners have redundant systems and resources in place, enabling the seamless transfer of operations to alternate sites when needed. This redundancy ensures that transactional document fulfillment can continue without disruptions, safeguarding the critical communication channels between financial institutions and their customers.
2. Scalability and Flexibility: Multi-site partners have the ability to scale their operations and adapt quickly to changing circumstances. This flexibility allows them to accommodate increased demand or compensate for reduced capacity at a particular site due to COVID-related restrictions, maintaining service levels while adhering to safety protocols.
3. Comprehensive Disaster Recovery Planning: Multi-site partners prioritize disaster recovery planning, including robust protocols for handling crisis situations. These plans encompass employee health and safety measures, real-time monitoring, and rapid response protocols. This level of preparedness minimizes downtime and ensures uninterrupted services.
4. Proactive Risk Mitigation: Multi-site partners proactively manage risk by implementing rigorous safety measures, adhering to industry best practices, and continually monitoring and optimizing operations, providing financial institutions with peace of mind and uninterrupted service delivery.

Resilient and adaptable operational strategies

The COVID-19 pandemic brought unprecedented challenges to the transactional document fulfillment industry, emphasizing the need for resilient and adaptable operational strategies. Financial institutions can effectively mitigate these disruptions by partnering with a networked and functional multi-site transactional processing provider. These partners offer redundancy, scalability, comprehensive disaster recovery planning, and proactive risk mitigation measures. By embracing such partnerships, financial institutions can ensure uninterrupted services and maintain critical communication channels, even during times of crisis like the COVID-19 pandemic.

Content Critical Solutions (CCS) operates a fully networked multi-facility enterprise nationwide and, through routine daily load balancing and distributive print efforts, ensures that work moves seamlessly throughout its network and that all systems and staff are well prepared in the event of a crisis.

Allow Content Critical Solutions (CCS) to be your trusted partner capable of providing consistent and reliable service.

 

The COVID-19 pandemic disrupted nearly every aspect of daily life, including the transactional print and mail processing world. With businesses being shut down by state and local governments, the documents generated by these organizations became even more essential, leading to transactional processing companies being deemed an “Essential Business.”

However, as the pandemic continued to spread, a positive COVID test by employees could shut down facilities, leading to the importance of having a networked and functional multi-site transactional processing partner. This allowed companies to ensure that their documents could still be processed and delivered even if one facility had to shut down temporarily.

Additionally, business mail rooms were shut down, making handling returned mail a critical function that is often ignored. With people working from home, the amount of mail being returned increased dramatically, leading to challenges in managing the return process.

Produce and send documents without interruption

Standardization of stock materials was also critical during the pandemic. With supplies being depleted and manufacturers being shut down, it became essential to have standardized materials that could be sourced from multiple suppliers. This helped to ensure that companies could continue to produce and send documents without interruption.

What happened to the transactional print and mail businesses as restrictions were lifted? Lower volumes and allocations became the norm as companies struggled to adapt to the new normal. Many companies were forced to reduce their print and mail volumes due to budget constraints, leading to a decrease in revenue for transactional processing companies.

Navigate the supply chain constraints

But how did transactional mailing companies navigate the supply chain constraints that evolved in all areas, including stock materials, parts, and computer systems? Many companies were forced to find alternative suppliers or use alternative materials to ensure they could continue producing and sending documents. This required creativity and resourcefulness on the part of these companies, but it also highlighted the importance of having a robust supply chain.

Despite the challenges posed by the pandemic, the transactional print and mail processing industry has emerged more robust and more resilient. As businesses have adapted to the new normal, they have recognized the importance of having a reliable and efficient transactional processing partner.

Looking ahead, it is clear that the pandemic has forever changed how businesses approach transactional print and mail processing. Companies must continue to innovate and adapt to new challenges, such as the shift toward digital communication and the ongoing supply chain disruptions. But with the right partner and mindset, businesses can thrive in adversity.