Case Study: ACS Postal Services achieves smoother courier operations across 275 offices with Bonitasoft

Smoother courier operations across 275 offices and franchises

ACS Postal Services, the leading courier for documents and parcels in Greece and abroad with 275 offices and more than 600 service points, needed to ensure printed voucher bar codes were machine-readable and to confirm that remotely located agents read and acknowledged new procedures. Tracking reprints, quality-control objections, and communications via email created costs and risk to customer service, so ACS turned to Bonitasoft and the Bonita platform to address these operational gaps.

Bonitasoft implemented a set of Bonita-based applications to automate voucher quality control, log and manage objections, and announce procedures with read confirmations, automated reminders and SMS escalation outside working hours. The solution eliminated “email hell,” sped user adoption, reduced voucher reprinting workload and related costs, cut agent complaints about unfair penalties, and lowered the risk of service errors across ACS Postal Services’ network.

ACS Postal Services

John Vratsos

IT Director