Ready for the Unexpected:

Ready for the Unexpected:
DATAMARK Ramps Up to Keep an
International Courier Moving
Business Continuity
Case Study
www.DATAMARK.net
Case Study Background
Flexibility and scalability. These are two benefits of outsourcing that come into play when an
unexpected event disrupts a business process.
In this case, one of our clients—a Fortune 500 international courier—encountered a problem at an
off-site document processing center. The issue meant the possibility of a temporary interruption of
the processing of thousands of daily air waybills and other critical transportation documents.
Although the shutdown was expected to be short term, the courier could not allow its customer
service to suffer, or put at risk its outstanding reputation for on-time worldwide delivery. The
company needed an immediate response to the problem. It turned to DATAMARK for a business
continuity solution.
A Flexible Outsourcing Partner
With processing centers worldwide, DATAMARK was prepared to take on the extra document
volume for 24-hour processing to meet the courier's deadline requirements.
DATAMARK's plant operations managers quickly developed a contingency plan for the client, and
adjusted shift schedules to accommodate the surge in document volume. Our IT teams ensured that
data transmission and computing resources were prepared for the switchover to DATAMARK's
facilities.
Within hours of the client’s notification, our company began processing the transportation
documents. DATAMARK's Quality Assurance plan made sure that the client's quality requirements
were met, despite the unexpected increase in volume.
On the Map: DATAMARK's onshore,nearshore and farshore facilities deliver 24-hour,
7-days-a-week processing services.
A Scalable Response
The unexpected business interruption, though unfortunate, did serve to reveal one of the major
advantages of a strong outsourcing partnership: DATAMARK's ability to immediately ramp up
production to meet the surge in document volume.
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©2012 DATAMARK, Inc.
www.DATAMARK.net
DATAMARK's
plant operations
managers quickly
developed a
contingency plan
for the client, and
adjusted shift
schedules to
accommodate the
surge in
document
volume.
Over a two-week period, DATAMARK performed data entry services, processing approximately
1,250,000 additional documents.
Had the client handled this particular business process internally, the unexpected increase in volume
would mean having to buy or lease more equipment, hire new employees, or secure a temporary
workforce. By having an outsourcing arrangement in place with DATAMARK, the client avoided the
type of fixed expenses associated with equipment and staff hiring. Instead, the client benefited from
a manageable, per-document variable cost scenario that outsourcing can deliver.
Staying Focused with a Business Continuity Solution
Perhaps most important, having an outsourcing relationship with DATAMARK creates peace of mind
in the case of an unexpected event that disrupts business. In this case, the client could rest assured
that its critical transportation documents would be processed without interruption.
With DATAMARK's business continuity solution, the courier was able to stay focused on its core
business: keeping customers satisfied with reliable, on-time, world-wide delivery.
Rapid Response: Within hours of the client's request for assistance, DATAMARK began to
process approximately 1,250,000 critical documents over a two-week period, helping the
courier maintain excellent customer service.
ABOUT DATAMARK
DATAMARK is a leading provider of digital mailroom management, data entry, document processing
and business process re-engineering solutions for Fortune 500 companies, government agencies and
other large organizations.
Founded in 1989, our company is the strategic business process outsourcing partner for Top 10
companies across several industry sectors, including transportation and logistics, healthcare,
insurance, banking and financial services. With onshore and offshore centers, DATAMARK delivers
process optimization, technology and Enterprise Content Management solutions to help
organizations achieve efficiency and profitability in all back-office business functions.
For more information on how DATAMARK’s business processing solutions can reduce operating costs
while improving efficiency, flexibility, and customer satisfaction, call 800-477-1944 or email
[email protected].
DATAMARK, Inc.
123 W. Mills Ave., 4th Floor
El Paso, TX 79901 USA
www.DATAMARK.net
3
©2012 DATAMARK, Inc.
www.DATAMARK.net
The client could
rest assured that
its critical
transportation
documents would
be processed
without
interruption.