Case Study

University Saves 25% Every Year by Upgrading Print Center and Mail Services

Despite having outsource-managed print centers on two campuses, a private university was still sending a large volume of graphics, print, and finishing work off-site. The cost of these third-party jobs was high, turnaround time was long, and they had no overall control of the final outcome—until they decided to partner with ARO.

Client Snapshot

Private university with over 650 staff members and 2,500 students

Two campus locations

Previously outsourced print centers but managed mailrooms in house

Print needs include standard higher education production work as well as high-end graphics

The Challenge

Falling Short of Customer Needs

The prior print center outsourcer was not managing the center well. They were losing jobs to outside vendors and generally not keeping pace with customer needs, which included not only standard copy/print work, but also a growing demand for high-end graphics. In addition, staff and students were looking for better service from their in-house mail facilities. Some of the top problems included:

80% of Copy/Print Work Sent Off Site

Under the previous vendor, the print center’s equipment hadn’t kept up with the college’s needs, nor had management’s communication with stakeholders. Faculty and staff weren’t aware of the capabilities, so they were turning to outside printers even for such fundamental jobs as business cards and letterhead.

Missing High-End Graphics Capabilities

As a smaller university, they needed eye-catching marketing material to compete with that of larger, better-known institutions. Control over this material was paramount, but their equipment lacked the capabilities and the staff was short on the needed expertise.

No Meaningful Performance Data for Decisions

Neither the mailroom nor the graphics/print center was tracking the cost and volume of jobs to support management decisions.

Reputation as the ‘Can’t Mail Room’

Amid an overall dissatisfied customer base, one major complaint was that packages and interoffice envelopes (sometimes containing checks) would get “misplaced.” Tracking down those items was stressful and time consuming.

Costly Courier for Routine Deliveries

The mail services department routinely relied on a university courier. One person spent all day driving to different buildings on the campuses, even though the university had a shuttle that made 42 runs per day.

Lack of Alignment Between Print Centers and Mail Services

ARO’s analysis showed that the university could make better use of personnel by bringing the mail and print centers under one management umbrella and cross-training employees.

The ARO Approach

Elevating Capabilities and Communication

To reduce the volume of graphics/print work going off-site, as well as improve customer satisfaction with all print and mail services, ARO focused on advancing on-site print capabilities, integrating print and mail centers between the two campuses, and strengthening communication with customers about these enhanced services.

Key Solutions

Increasing Visibility of Services

Proactively marketed in-house copy/print and graphics capabilities to all departments across both campuses.
ARO’s account manager began meeting with customers on both campuses, listening to their needs, and explaining the center’s abilities—and continues to do so today.

Transformed Print Center Capabilities

Installed new high-end copy/print equipment.
Expanded graphics capabilities by retaining the graphics designer on one campus and training the copy/print operator on the second campus.

Enabling Insight for Strategic Decisionmaking

Implemented the AROworks digital platform to help measure and optimize every key step of graphics/print jobs.
Integrated the software with mailroom functions, where volumes and costs are easily tracked.

Reliable Package Tracking

Ensured that no package or envelope “goes missing” with AROworks proof-of-delivery signature feature.

Switching from Courier to Delivery via Existing Shuttle Route

Reduced the reliance on the university courier by doing deliveries via the reliable shuttle service.
Purchased locked mail bags and implemented several-times-daily service along the bus route.

Synergizing Mailroom and Print Center Operations

Established one manager over mail and print centers for both campuses to help align all services and personnel with customer needs.
Committed to “right staffing” the mail and print centers.

Results

Making the Most of Advanced, Cost-Saving Capabilities

Now that they have the right equipment, systems, and personnel, the college is well equipped to manage their graphic design, print, and mail delivery needs.

“I’ve been working with ARO for over a year now and can honestly say bringing them on board is one of the best decisions we’ve made. We have found them to be an excellent partner in achieving in-house, high-quality print products in an efficient and cost-effective manner. I couldn’t be happier with our creative, talented on-site team who have such dedication and passion for what they do. I can’t say thanks enough for their excellent customer service and commitment to quality.” - Contract Administrator

Saving 25% Per Year with In-House Services

Continuous marketing of expanded capabilities helps keep the print centers’ usage high and the university’s costs low.

Marketing material and catalogs now produced in-house to the highest standards, but at half the previous cost.
Copy/print jobs are done more quickly and cheaply than ever, while quality is consistently high.
In some cases, savings per job exceed 90% vs. sending the job off-site, and the finished product rivals that of the best graphics and print shops.

Increased Confidence and Reduced Costs in Mailrooms

After taking over the mailrooms, ARO is saving the customer thousands of dollars by processing mailings that had previously been outsourced. For instance, the first postcard mailing handled by ARO saved the college 25% vs. outsourcing the job.

Cost and Energy Savings with Multipurpose Shuttle Service

Replacing the courier van by using the existing shuttle not only reduced costs, but also reduced the college’s carbon footprint. By eliminating the gas required for the courier van, we’re keeping approximately 8,400 pounds of carbon dioxide out of the atmosphere annually.¹

¹Based on U.S. Department of Energy fuel economy figures at https://www.fueleconomy.gov/feg/climate.shtml