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Key Takeaways

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Over 8000 employees generating over NZD$1.6 billion in revenue.

Improved response time to payroll customers, reduced unallocated funds and reduced number of debtor days.

Greater visibility of processes, and improved productivity

The Challenge

New Zealand Post (NZ Post) has been an integral part of the New Zealand community for over 170 years. Today New Zealand Post Group consists of a range of businesses providing postal, logistics, distribution and banking services. The Group employs over 8,000 people and has annual revenue of more than NZD$1.6 billion. 


As the traditional role of postal services continues to change, NZ Post sought to reduce overhead costs, seek a more flexible workforce and increase operational capacity without increasing operational costs. 


"We chose to work with Canon Business Services for their ability to operate under a partnership model and to maintain NZ Post's core values within an offshore team."

Theresa Kim, Group Manager, Finance Services, New Zealand Post Group

The Solution 

Canon Business Services (formerly Converga) set up and transitioned NZ Post to an alternative delivery centre in Manila, Philippines. 


Prior to transition kick off, Canon Business Services (CBS) worked closely with NZ Post and the onshore team to document all relevant processes and training materials; enabling the CBS team to clearly understand the tasks performed and identify possible improvements. CBS then helped transition the work to the Shared Services Centre in Manila. Training was delivered by onshore subject matter experts (SMEs) to the offshore team. 

 

The Results 

Since CBS set up its Manila operations, NZ Post has saved NZD$500,000 – $1 million in operational costs annually. NZ Post now has greater visibility of processes, and improved productivity as a result of documenting and understanding processes prior to transition. 


Other indirect benefits include improved response time to payroll customers, reduced unallocated funds and reduced number of debtor days.


99% customer satisfaction

NZD$500,000 - $1 million savings in operational costs annually

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