Delivering a Digital Transformation for IBM’s Mailroom
June 4, 2025
case Study
We took on the challenge of rebuilding IBM’s mailroom function from the ground-up, implementing new processes, workforce management practices, and track and trace technology.
What We Delivered for IBM
Digital Transformation
We implemented our market-leading track-and-trace solution for complete accountability.
Process Reconfiguration
We overhauled all existing processes to reduce the error rate and resolve backlog issues.
Attitude Shift
In-depth training refocused our team to achieve a productivity-focused mindset.
Executive Summary
IBM is multinational technology company which produces and markets software, hardware, and middleware, along with business consulting.
IBM sought a vendor to deliver a technologically-enhanced, streamlined mailroom which delivered reduced costs and improved service performance.
Drake Business Services Asia were engaged through IBM’s facilities management partner (JLL) to scope and deliver a service which delivered value for money, technological innovation, and process efficiency.
The Challenge
IBM’s fast-paced mailroom manages a significant volume of confidential, high-value consignments critical to supporting their extensive client base.
Working with largely manual systems, IBM’s existing mailroom team were struggling to cope with their daily workload, leading to improper sorting, misplaced items, and service delays.
We put forward a presentation on our methodology, value proposition, and most importantly – our technology solution to address IBM’s challenges.
On seeing the potential impact of incorporating our service approach and technology into their mailroom operations, IBM awarded our team the contract.
Our Solution
Our team worked closely with IBM and their facility management partner to realign processes, workforce performance standards, our account management practices, and bottlenecks in IBM’s operations.
Through a collaborative approach, we realigned performance expectations, minimized loss of documents, delivered a revised workforce training program and fostered a culture of continuous improvement.
The Result
Drake Business Services Asia transformed IBM’s mailroom from a manual, error-prone cost centre to a productive, technologically-enhanced document logistics hub.
We introduced streamlined processes and shifted the mindset of our team to achieve a new level of performance and accountability.
Today, the team consistently achieves a 0% error rate, and has all but eliminated the backlog issues which previously disrupted operations.
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