Kiwibank: On-site Mailroom

The Business
Kiwibank launched in 2002, with a view to providing New Zealand with a bank that provides real value for money and that has Kiwi values at heart. As a relatively young bank, Kiwibank required an adaptable mailroom solution that could change and adapt to their growing business needs.

The Challenge
With more than 1,000 staff throughout New Zealand, over 250 branches nationwide, and a customer base of over 800,000, the efficient processing of mail in and out of Kiwibank’s head office is imperative to the smooth running of the company. As a rapidly growing company, Kiwibank realised that it needed to outsource its mailroom management to an experienced provider of these services, to ensure the efficient and effective processing of their mail and to free up their own internal resources to focus on growing the business.

The Solution
To meet challenging and growing needs of the banks mail services, Converga developed an evolutionary mailroom process that has resulted in a sustainable long term change to Kiwibank’s mail operations. Dedicated on-site Converga staff manage the lodgement and processing of all incoming and outgoing mail. Incoming mail is sorted, opened and allocated to one of over 15 work streams, according to agreed business rules.

Converga also provide on-site courier services for urgent deliveries, the distribution of milk and fruit to staff kitchens, replenish paper and toner, manage supplies for all multi function devices and manage kitchen consumables, including tea and coffee. The on-site Converga team also provide ad-hoc reprographic services such as printing bulk training materials and manage the printing, folding and inserting of small print runs.

The Outcome
In 2014 Converga processed over 12,000 kilograms of incoming mail items, approximately 6,000 kilograms of outgoing mail items and managed the delivery of over 3,700 incoming courier items, enabling Kiwibank staff to focus on their core business.

The Converga solution has provided a ‘pay-as-you-grow’ model to suit Kiwibank’s growth business model. The availability of Converga’s dedicated on-site team has created a close working relationship with the bank, ensuring that any process, change or issue can be dealt with in a timely and efficient manner.

Download case study: Kiwibank – Onsite Mailroom (PDF)