Operations & Billing Digital Transformation for Australia Post Letters Business
Australia Post
Australia Post has kept millions of Australians connected by delivering their letters and parcels every day for over 47 years. With over 2.7 billion articles delivered to 12.3 million delivery points across Australia just in the last year, Australia Post is without question the most convenient way for small businesses, organisations and individuals to deliver their parcels and letters.
Australia Post’s massive scale also created a unique challenge. Letter centres and business hubs across the country receive letters and parcels through street posting boxes with postage that hasn’t been assessed. Therefore, in case of underpayment, the senders needed a simple way to get notified about the issue and pay the correct amount using their preferred method of payment.
Australia Post partnered with Fabric to design and build a custom software product that allows:
- Postal managers to evaluate and invoice underpaid letters and parcels at the culling belt quickly and without having to manually enter article details.
- Customers to easily understand the charges for their underpaid mail and be able to pay them without having to come to their local post office.
- Help desk team members to assist customers with any queries regarding their underpaid mail, and amend and reissue tax invoices.
To quantify the problem, on average, a revenue controller could spend up to 6 minutes evaluating and invoicing a batch of underpaid items in the letter centre due to the manual effort involved in keying in the details to the legacy system.
Moreover, the invoices were paper-based and were delivered to the customer’s letterbox which also meant that they were missed frequently and underpaid articles were delayed on their way to the addressee.
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