General Administration Quality Results Customer Service CMS outgoing mail automated process change Consolidated Mail Services used to employ an antiquated system to bill agencies for postage costs and surcharges. Nearly every step of the process required manual data entry. This took time and increased the risk of errors in monthly bills. Billing software required creative patchwork because of the difficulties in making upgrades and being able to integrate with other programs. General Administration changed to a fully automated system that improved quality and accuracy.
Software readily integrates with the system, making upgrades easier to manage.
Billing information is available within minutes instead of hours for customers. Billing errors also dropped by 95 percent. The new system also saves nearly 800 hours annually in staff time.