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Case Study: QBE

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Case Study: QBE

QBE invests in Pitney Bowes Sendsuite to improve track and trace

QBE is one of the world's leading insurers and reinsurers. With headquarters in Sydney, Australia, the company operates out of 48 countries and has a presence in all key insurance markets. The company has eight regional offices around the UK as well as its UK head office which is situated in Fenchurch Street, London.

As an insurance company, it is vital that QBE can track and trace documents and prove when and where they were received.

John Prosser, Facilities Manager at QBE explains "We are receiving documents that are potentially hugely important, such as insurance policy documents and correspondence relating to claims. It's critical that the right information gets to the right person across our three main UK sites.

"It is also important for us to have real-time records, so that we have an accurate view of what has been received when, and that this can be proven if required. When dealing with important (and in some cases legal) documents, the consequences of lost mail can be significant."

Already a Pitney Bowes customer, in 2013 QBE upgraded much of its mailing equipment including multiple franking machines, letter openers and inserters. In addition, the company purchased Sendsuite package delivery and tracking software from Pitney Bowes - a new solution to QBE.

"We previously had another tracking system from a competitor to Pitney Bowes. However, the technology was quite basic and didn't have many of the functions that Sendsuite has, for example the ability to produce reports.  Now, if one site is waiting for documents to arrive they can use Sendsuite to ascertain that actually they've been received by one of the other sites."

Sendsuite facilitates the accurate distribution of incoming mail across organisations. The software tracks mail items in real time, so that staff can easily respond to queries and report the progress of deliveries. 

Items are scanned into the system upon arrival; giving proof of the date and time they were received. Outstanding deliveries are then transferred onto handheld portable data collectors that can be used to complete deliveries across multiple sites. The software can then automatically generate the delivery route, allowing the user to record successful, attempted and refused deliveries along the way. Data is transferred to the Sendsuite tracking system so that it is available when status enquiries are made.

In addition, the software can:

  • Produce reports relating to route activity, productivity and mail received and delivered, in order to analyse performance
  • Take pictures of any suspicious mail items to be sent to the addressee for verification before the item is delivered
  • Provide a secure process for handling and identifying the destination of unaddressed mail known as ‘Mystery Mail'

QBE have worked with Pitney Bowes for many years and John is clear about the benefits of the relationship.

"We've had a good relationship with Pitney Bowes for several years and have purchased a range of mailing equipment from them. Pitney Bowes combines great technology with great service. The company offers innovative solutions but this is also backed up with excellent staff who take the time to understand your business and explain the options that would fit your needs. Our account manager regularly updates us on new solutions so that we can ensure our technology is up to date and supporting our business effectively. Similarly, we know that when an engineer is required our request will be responded to promptly and professionally."

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