Efficiency Through Managed Mailroom Services
June 4, 2025
Case Study
Drake Business Services Asia directs a team of mailroom professionals overseen by a local operations supervisor. The result is the delivery of a value-added service which combined efficient processes with market leading technology.
What We Delivered for One Farrer Place
Digital Hub Technology
We implemented technology from both SPS and our Digital Hub solution to automate operations.
Security & Compliance
We deliver a compliance-focussed service to carefully screen for and isolate suspicious items.
High-Touch Service
We deliver a high-touch, customer service focussed service for the buildings’ prestigious clients.
Executive Summary
A successful managed service requires the right alignment of people, process, and technology. An example that showcases our capable to align these three elements is the managed mailroom services contract we deliver in Sydney for One Farrer Place – a mixed occupancy office housing a diverse range of organisations spanning the legal, financial, and insurance sectors.
Delivered in collaboration with a major print vendor, Drake Business Services Asia are the managed services provider of choice for this building. While the majority of tenants are serviced under a ‘base services’ contract, we also provide a separate ‘premium services’ contract to one of the larger tenants – a prestigious global law firm.
The Challenge
The high profile nature of the services we manage at One Farrer Place present a number of challenges.
With regard to our ‘premium’ service, an extremely high standard of security compliance is maintained. This involves screening all incoming mail for potential threats, as well as thoroughly inspecting all parcels.
With reliability at the forefront, services are delivered to a tight schedule, with four mail runs conducted each day to the buildings various tenants.
Moreover, we collaborate closely with the print vendor we have subcontracted with to ensure that our service meets their quality standards.
Our Solution
We lead a team of skilled mailroom professionals, supervised by a local operations manager, to deliver service that combines streamlined processes with cutting-edge technology. Our approach includes using SPS’s iTrak and uBook solutions for tracking inbound items and managing outbound couriers, which has simplified and automated these procedures. Currently, we are in the process of transitioning our technology solution to our in-house Digital Hub system to enhance our level of service.
We provide our client with detailed monthly management reports that outline the number of items processed, workforce productivity, incidents, and other notable events. To ensure we consistently deliver an exceptional level of service, we maintain an ongoing calendar of continuous improvement initiatives. Additionally, we have fully trained backup staff to manage any projected staffing shortages, which helps us maintain our high level of service delivery.
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