A large state university had been a longtime customer of Exela. Among other things, Exela had been successfully managing the University’s mail services, including its package delivery workflow, the infrastructure of which consisted of a package room where staff members would manually log packages and notify recipients of deliveries and where packages would be stored pending pickup. This had proven optimal until the increasing ubiquity of e-commerce began steadily increasing the volume of packages and the number of students entering the workflow. As a result of increased workflow volume, however, a number of problems arose:
- Not enough space in the package room for all the incoming packages.
- Not enough hours during workday for staff to log arrivals, notify recipients, and accommodate all students arriving to pick up packages.
- Overcrowding around package room
- Long lines for recipients to pick up packages.
These problems were exacerbated during busier times including fall move-in season, final exams, and the holiday season.