Delivering a Future-Ready Mailroom for HSBC
June 4, 2025
Case Study
Transforming HSBC’s mailroom function into a cohesive, high- performing unit whilst concurrently delivering substantial cost reductions and technology-driven efficiency.
What We Delivered for HSBC
Real-Time Transport Visibility
Our in-house Digital Hub platform provides real-time tracking of every individual consignment.
Responsive Digital Workflows
We replaced cumbersome manual procedures with efficient digital workflows.
A Streamlined Workforce
We achieved a 37% reduction in workforce costs without compromising productivity.
A Decade of Partnership
HSBC Holdings is a UK-based multinational universal bank operating in 64 countries and serving 40 million customers.
DBSA has enjoyed a successful, decade-long partnership with HSBC, launching a technology and process re-engineering project to achieve significant cost reductions across numerous spend categories and implementation of mailroom technology to drive mailroom performance and accuracy.
Drake Business Services Asia engaged with HSBC to achieve similar results for their Philippines operations, transforming their mailroom operations whilst achieving substantial workforce cost reductions.
The Challenge
Having taken over operations from the incumbent vendor, it was apparent that significant cost reductions and service improvements were readily achievable.
An initial review by our management team noted the following challenges:
- Workforce Utilization: Except during peak periods, available resources often far exceeded requirement.
- Internal Collaboration: Employees were not shared efficiently across business units.
- Processes & Procedures: Existing processes were inefficient and paper-based.
- Document Tracking: No system was in place to manage route efficiency and document audit trails.
Our Solution
Having identified these shortfalls, Drake Business Services Asia Philippines immediately set upon an action plan detailing required stakeholders, project timelines, and associated costs.
With excessive workforce costs the most pressing issue, reducing overstaffing and improving utilization were our first priorities. A review of historical workforce data saw development of a shared workforce pool which more efficiently balanced workforce with workload.
Having established a lean, effective workforce, we set about digitizing inefficient processes – reducing administration and manual keying errors.
Finally, we designed and delivered a real-time messenger tracking service through Digital Hub, providing HSBC visibility of their messenger workforce and allowing more efficient, geofenced routes to be developed.
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