Case Study: Social Security Administration achieves faster order processing and 98% customer satisfaction with Accellos

Operating three facilities totaling 380,000 square feet, servicing 3,500 customers requesting 4,000 items including pamphlets, forms, publications, and administrative supplies

The Social Security Administration (SSA) ran three warehouse facilities across 380,000 square feet, serving 3,500 customers with 4,000 items, but its paper-based operation was slow, error-prone, and difficult to manage. Orders could take a month or more to process, inventory data was often outdated, and customer service suffered from long delays and a backlog of 10,000–12,000 line items. SSA turned to Accellos and AccellosOne Warehouse to modernize its warehouse, inventory, and order management processes.

Accellos implemented AccellosOne Warehouse across all three SSA facilities, along with wireless data collection and barcode technology, creating a paperless, real-time system. The result was a major improvement in accuracy and efficiency: order processing time dropped from 30 days to 3 days, backlog was eliminated, customer satisfaction rose from 89% to 98%, and SSA reported total savings of more than $700,000.

Social Security Administration