digital mailroom project

Starting a Digital Mailroom Project – Everything You Need to Know

In a series of four blogs, we will provide you with all the information and guidance you need to start a digital mailroom project. This first blog focuses on jargon busting, the benefits, and creating that all-important business case.

Digital Mailroom Guide: Jargon Buster

Electronic Mailroom
An electronic mailroom digitises physical communications and creates an electronic distribution channel. It processes documents as electronic files from the moment they are received, reducing manual, paper-based processes.

Mailroom Automation
Automation in the mailroom uses technology—such as automated letter openers, scanners, and cognitive capture software—to streamline processes and reduce manual work.

Digital Mailroom
A digital mailroom combines hardware and software to manage physical and digital communications on a single platform, using automation to handle various processes.

Cognitive Capture
This technology uses AI and machine learning to classify documents automatically and extract data.

Workflow & Process Automation
Automates the flow of documents and data to streamline business processes.

Line of Business Systems
These include CRM, ERP, Case Management, and Document Management systems.

Paperless Office
While digital files are efficient, many organisations still use paper due to legacy practices or partner requirements. A “Paper-less” strategy may better suit those looking to minimise, but not eliminate, paper use.

Step 1: Understand What you are Trying to Deliver

Define your goals. For a successful digital mailroom project, define clear objectives and distinguish between essential features and nice-to-haves. Determine whether your focus aligns with an Electronic Mailroom, Mailroom Automation, or a full Digital Mailroom.

  • Example 1: To go paperless, focus on an Electronic Mailroom to eliminate paper processes.
  • Example 2: If efficiency is the goal, consider Mailroom Automation.
  • Example 3: A Digital Mailroom may be best for reduced paper and improved operations.

Digital mailroom projects often fit into broader intelligent process automation strategies with greater benefits for the business outlined below.

Step 2:  Creating a Business Case – 21 benefits!

A digital mailroom offers numerous benefits, both tangible and intangible, which organisations can leverage to streamline processes. Here are some key advantages of digital mailroom automation:

  1. Reduced Manual Handling: Automating the receipt and scanning of documents reduces manual processing time.
  2. Document Capture at Source: Capturing documents immediately reduces risks of loss or misplacement.
  3. Improved Tracking: Digitised documents are timestamped, enhancing process tracking and SLA adherence.
  4. Automated Sorting: Cognitive capture can classify documents automatically, minimising manual sorting.
  5. Accurate Routing: Cognitive capture ensures documents are routed to the correct recipients based on keywords or case identifiers.
  6. System Integration: Automated metadata extraction enables seamless updates to business systems.
  7. Faster Workflows: Digital workflows expedite document routing, improving accessibility and efficiency.
  8. Real-Time Insights: Automation provides management dashboards for monitoring processes and identifying bottlenecks.
  9. Audit Trails: Complete activity logs aid in compliance and traceability.
  10. Enhanced Customer Service: Faster processing times lead to quicker response times for customers and stakeholders.
  11. Location Flexibility: Digital workflows allow for remote work and reduce dependency on physical locations.
  12. Accelerated Decision-Making: Digital processes enhance visibility and enable real-time decision-making.
  13. Increased Security: Digital documents eliminate risks associated with paper handling, with access control options available.
  14. Core System Connectivity: Digital mailrooms facilitate seamless interactions with other business systems.
  15. Regulatory Compliance: Automation ensures consistent process adherence and provides audit trails for compliance.
  16. Space Savings: Digital storage reduces the need for physical document storage, freeing up valuable space.
  17. Support for Digital Transformation: Digital mailrooms drive transformation by encouraging electronic workflows.
  18. Reduced Risk: Automating reduces errors associated with manual handling and inconsistent decision-making.
  19. Improved Cash Flow: Faster processing of key documents, like sales orders, accelerates downstream activities.
  20. Competitive Advantage: Faster response times and reduced operational costs offer a competitive edge.
  21. Environmental Benefits: Reducing paper use helps decrease deforestation and energy consumption associated with the pulp and paper industry.

Still looking for more benefits? Check out this blog.

Step 3: Guide to Defining Digital Mailroom Objectives

Once you have a clear idea of the benefits that you want to achieve by implementing a digital mailroom, it’s a good idea to consolidate these in a list and prioritise them. The higher-priority benefits should be used as the focus of the project.


Step 4: Starting a Digital Mailroom Project

Document and Process Analysis

After defining desired outcomes, it’s time to dive into specifics. The dynamics will vary, but start by considering these three key parameters:

  1. Document Types – Identify the range of document types. It’s common to overestimate types; many are variations of a core type. For example, Application Form A1 and A2 may be subsets of ‘Application Form.’ Gather volume data for each type, noting seasonal peaks and events.
  2. Recipients – Determine who (people or systems) the documents go to and which business systems need integration.
  3. Data Requirements – Identify data needed to route documents to appropriate recipients and update systems.

 

Prioritising Documents

Score document types based on:

  1. Cost Savings – Estimate tangible savings through automation. Time studies are ideal, but knowledgeable staff can provide estimates.
  2. Complexity – Assess the difficulty of automation, typically with expert guidance, possibly from consultants familiar with your processes.
  3. Organisational Impact – Consider non-cost benefits like compliance and customer experience. This helps prioritise document types with high value and low complexity.

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