SOLUTION

Banking
- Returned Mail Solution

Utilizing Equipment That Can Scan Returned Mail Envelopes as They Are, and OCR for Digitization and Automatic Sorting of Return Mail Information

POINT.01: Envelope scanner enables scanning of envelopes
Envelopes can be scanned as they are

POINT.02: Digitizing and sorting return information using OCR
to reduce costs and improve operational efficiency

POINT.03: Data analysis by linking with customer information by digitizing return information

Solution Overview

Even as paperless systems continue to be adopted everywhere, postal mail (sealed envelopes) continues to be used as a means of providing various types of information to customers and confirming the purpose of service use. Since operations related to postal returns involve handling envelopes rather than paper, there are currently few applicable devices or effective solutions for cost reduction.

Mail return operations require a large number of man-hours for checking and sorting all the reasons for return, and there are also issues regarding the handling of manpower off-loading depending on the volume of mail. Primagest's Returned Mail Solution uses equipment such as the LSA-E Desktop High-Speed Envelope Scanner and Sorter to scan envelopes as they are.

At the same time, the system uses OCR to read the barcode or QR code printed in the envelope window frame, etc., and then links the barcode or type information as non-delivery data to systems, etc. that manage personal information at the back of the envelope.

The actual envelopes are automatically sorted according to the customer's business requirements, such as by reason for return, using the sorting function. This enables operations that previously required a large number of personnel to be performed by a smaller number of staff, thereby reducing sorting errors and enabling a smaller number of people to handle the task, and in turn leading to cost reductions and increased operational efficiency.
Furthermore, by digitizing return information, data analysis can be performed by linking with customer information.

We solve these challenges

Before: Manual sorting based on reason for return

After: Digitization of return information and improved operational efficiency by automating the sorting process with scanners, OCR, etc.

Before: Labor for specialized personnel training and for when errors occur

After: Reduction of training costs and improvement of the quality of work

Before: Adjustment of personnel to accommodate busy and off-peak periods is required

After: Workload leveling by using machines to handle manpower tasks

Solution Details

Improved Operational Efficiency in Work Sorting Returned Mail by Reason for Return

For returned mail, the delivery company puts a sticky note or stamp on the envelope stating the reason for the return, and the recipient sorts the mail by the reason for the return. After that, the information on the reason for the return must be linked to the necessary department, but since the information is not digitized, the linkage process requires a lot of man-hours. In addition, when the method of classifying returned mail is changed, the workers need to learn it each time this happens, and the training of personnel tends to result in dependence on the skills of specific individuals.

■Case of using the returned mail solution: LSA-E Desktop High-Speed Envelope Scanner/Sorter
(1)Scan the envelope and at the same time, print barcodes, type characters, or QR codes in the envelope window frame, etc., which are then read by OCR.

(2)Register non-delivery data and automatically sort the data according to business requirements, such as by reason for return.

■Expected Effects
(1)Improved operational efficiency and cost reduction
Since there is no need to memorize barcode readings and classification of return reasons each time, the system does not rely on the skills of specific individuals, which leads to the reduction of sorting errors and in training and other expenses.

(2)Use of image data
When the image data of an envelope is linked to the non-delivery data, it can be viewed as a trail, leading to shorter response time at the call center, higher customer satisfaction at the call center, etc.

Reduction of busy/off-peak response

Mail delivery is not uniform throughout the year, so there is a difference between busy and slow periods. During periods of heavy mail volume, there are naturally more returns, and it takes time and effort to coordinate the support system of personnel.

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