ProcessFlows specialises in providing Digital Mailroom solutions and services to help organisations digitise, transform and streamline the information flows and business processes across their organisation.

We provide a range of solutions and services to transform the traditional Mailroom in a Multi-channel inbound and outbound communications centre – from Data capture and automated workflows to multi-channel communications or Helpdesks as a Service.

Here is a quick overview:

  • 1

    Digitise & Capture Inbound & Outbound Mail

    As a starting point, we digitise inbound communications where possible at source using digital forms or direct system integration to ensure any subsequent process can be digitally fully managed and efficient.

    70% of organizations surveyed said that intelligent capture is critical to their digital transformation strategy.

    AIIM Industry Report 2019

    When Digital by default isn’t possible, we use data capture and digital processes to extract and route inbound as well as convert and publish outbound mail communications.  We can automatically capture, extract and classify data from any source and make it ready for digital and automated processing.

    The Capture process for inbound content can be optimised to handle specific types of content (ie Insurance claims, complaints, account opening, Supporting information, Patient & other records etc ) using intelligent capture and document recognition technologies.  This ensures that even unstructured digital or non-digital data can be managed efficiently and digitally in a compliant way.

  • 2

    Digitise & Automate Workflow & Processes

    Once data is captured, extracted in the mailroom or any other source, it can be processed as part of normal digital or even automated process.  We specialise in a wide range of digital business process management workflows and automation- Internal and external facing for different business functions, different sectors and even bespoke.

    We can digitise, manage and enforce all customer workflows and processes –from simple “out of the box” cloud platforms to fully bespoke and customised workflows and platforms for the largest global enterprises working with our Global Technology partners.

    We also provide Business Intelligence and Data Analytics capabilities to bridge the silos and turn data and data sources (including the mailroom) into actionable insights. We provide you with the information, visibility, understanding and control of your experiences and operations. It’s an essential platform for transforming customer experiences.

    We use Business Intelligence & Data analytics tools such as Business Intuitive Dashboards and Microsoft Power Platform BI to Digital workflows and integration services that connect process and data.

  • 3

    Mailroom & Communication Tasks delivered as a Service

    Through our managed service delivery centre, we can provide a range of capabilities and tasks as a service to help your organisation digitise inbound & outbound communications either as part of a Digital Mailroom of transform wider customer service & support operations & helpdesks

    Key capabilities include:

    • Manage and deliver a wide range of tasks as a service in a compliant manner based on SLAs and standard operating procedures agreed with yourselves ie. Automated Mailroom exception handling, tracking, reports, checks, monitoring, manual processing or tasks.
    • Single point of escalation and management of internal or external queries, escalations, change requests, incidents, etc.
    • Helpdesks support or Pro-active Service Desks – Out of hours, Multi-lingual support
    • Scale to extend hours or reach of operations to cover gaps in managing your digital mailroom
    • Our delivery centre can use your own systems, or our systems for service desks and automation – depending on what meets your requirements.

    Find out more about our world class service delivery operation here.

  • 4

    Unified & Multi-channel Customer Communications & Experiences

    Customers expect much more than traditional telephone based support, they expect multi-channel and unified experiences. Whether mail, email, telephone, text or customer portal, we can provide this functionality or capability as a service to fill any gaps you may have.

    Customers expect much more than traditional mail or telephone based support, they expect multi-channel and unified experiences. We can provide this functionality or capability as a service to fill any gaps you may have.

    • Traditional – 24/7/365 service delivered by human agents via telephone, email, Mail etc
    • Proactive – Automation Proactive outreach services to drive automation of ticket updates, monitoring alerts
    • Service Portal – End user service, portal & catalogue, for a seamless user, experience, initiate, requests, user education & address basic problems
    • Live Chat – Real-time chat-based, interaction and support as a convenient, alternative to traditional methods
    • Virtual Agent – Future vision of automated/AI driven interactions via voice, chat or app-based systems in multiple languages

    80% of businesses are looking to invest in omni-channel experiences in some form. 66% of CEOs expect their business model to change in the next 3 years  – Gartner

  • 5

    Plan your Digital Mailroom Operation

    Every organisation has different Mailroom requirements and starting points. What is right and appropriate for one may be a step backwards or a quantum leap for the other. We always start with understanding before recommending, optimising or digitising any customer operation

    We use a formal discovery process and structured methodology for assessing, planning and delivering transformation – It’s the safest approach and delivers the best results for each business.

    Key elements and stages include

    • Understand specific business & operational requirements and mailroom challenges
    • Understand the operational context – Map existing mail processes including interconnected processes, people and systems – upstream and downstream.
    • Confirm assessment results, highlight gaps and propose any specific recommendations across people, process and systems
    • Once a specific mail room solution and or wider service is agreed, our accredited project management team manages the smooth implementation process through to signoff and transition to continuous improvement.

    Not sure where to start your mailroom transformation – Book your Free of Charge Consultation below to start reimagining and creating your own exceptional customer experiences

More Information & How Can We Help?

We offer no-obligation consultations to help you identify the right approach to Digital Mailrooms for your organisation. To find out more or to book a consultation, please call +44 (0)1962 835053, email, or fill in the form below.

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