Frank Kinard of Seattle Pacific University (SPU) approached Vuetura years ago to better handle their ever-growing volume of packages. They required a more streamlined system for tracking packages with pinpoint accuracy. Together, Frank and Vuetura worked to implement the best system for package management.
We recently had the opportunity to chat with Frank about the way Vuetura revolutionized SPU’s mailing operations, creating a system that allows them to handle a huge number of packages with amazing accuracy.
Q: Can you describe what your experience was prior to working with Vuetura? What led to your decision to find a new solution?
A: Originally, the SPU mail center was entirely analog. And the research—what occurred with a package—took hours. With Vuetura, the process went from hours to seconds. The reporting—being able to validate exactly what the mail center service is doing—is tremendous. We haven’t lost a package yet, and if someone calls us about a “missing” package, we have the details. We can tell them, “We delivered that package to this department, and so-and-so signed for it.” We provide the information, and it’s always accurate.
With Vuetura, the process went from hours to seconds.
I was able to reduce a 2,200 square foot space to a 1,300 square foot space. The school needed space for other departments and classroom space. We basically redesigned a building for this, and the Vuetura system made it relatively easy to reduce the square footage needed for an efficient mailing operation. [Vuetura] reduced square footage, and [Vuetura] was also able to reduce staffing. [Vuetura] has saved the university time, money, and needed space.
We haven’t lost a package yet, and if someone calls us about a “missing” package, we have the details. We can tell them, “We delivered that package to this department, and so-and-so signed for it.” We provide the information, and it’s always accurate.
Q: What was one of the specific challenges that influenced you to search for a solution?
A: SPU initially outsourced the mailing to another company, who introduced the Vuetura solution to SPU. We eventually started working directly with Vuetura, and they were able to tailor the software for SPU’s needs; Vuetura came up with a customized solution.
Q: Have you been pleased with Vuetura’s response to questions and issues that arose as you have implemented your system?
A: Yes. Whenever I call Vuetura, I’ve been very impressed with the response. One of Vuetura’s techs was on vacation in Puerto Rico, and he still took the time to answer my questions. That’s Vuetura; when a customer is calling, they take care of you no matter what. Steve Younger, Vuetura’s owner, was fishing in the Florida Keys and he was available!
Q: Tell us about your search for a solution. What were some of the solutions that you considered, but eventually rejected?
A: When I was ready to launch, I knew UPS had a system that could work, but I already had a track record with Vuetura. I did a walk-around with another company. They took a long time getting the approvals I needed, so I just picked up the phone and called Vuetura. I was able to save time, money, and space with Vuetura.
Vuetura had already established what customer service was all about. With other companies, it seemed painful—they could help a customer track packages, but they didn’t cover other carriers. Only the courier’s packages were tracked.
Vuetura empowers the mail center and puts the tracking into the customer’s hands. They give them information they didn’t have before.
Q: Did you encounter any challenges implementing Vuetura’s solution? How did you/they overcome them?
A: Yes, there were some. Change isn’t always received well, especially with an older institution. Vuetura empowers the mail center and puts the tracking into the customer’s hands. They give them information they didn’t have before. I did “lunch and learns” with the admins at SPU to teach them about all the benefits. With the implementation of Vuetura, we’re no longer the whipping post; now we’re the place the staff goes for information.
My point of contact at Vuetura was Lisa Davis. She understands the details, and when I asked, “Can we do this?” she directed me exactly where to go. I can’t say enough about her and the patience she demonstrates. I’ll come back with issues, and she handles it perfectly every time. I often go to Vuetura and say, “This is what I want to do.” They give me an estimate, I approve it, and they get it done quickly.
Q: What are the key benefits of working with Vuetura?
A: I can track equipment on campus without having to do adjustments. We give each cart a name, assign it to someone, and then use the system to track everything about the cart and the packages on the cart. We’ve cut staff, saved money, and do things speedier and more efficiently. It’s a user-friendly system.
Q: Does it save you both time and money?
A: It saves time. Money. Both! Vuetura has amazing customer service. (Other vendors do not have the same level of customer service.) Vuetura set the standard on how to work with a company. Amazing customer service! They do what’s expected, and they do what is needed when it’s needed.
Most colleges use other services, or whoever can get their foot in the door. But most companies can’t say they can reduce size and increase efficiency like Vuetura did for us.
We have been using the Vuetura tracking system for over 15 years and we are able to handle a large volume of packages with pinpoint accuracy.
Q: Is there anything else you’d like to say about your experience with Vuetura?
A: It is always a pleasure to work with a company who listens to the customer. Vuetura, in my mind, sets the standard for customer service. We have been using the Vuetura tracking system for over 15 years and we are able to handle a large volume of packages with pinpoint accuracy. Gone are the days of departments calling to our mail center, accusing our department of losing their packages. The system has more than paid for itself.
If you’re now looking for a complete tracking solution and have additional questions, we would love to hear from you. Get in touch with us today and tell us what you need.
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