Synertec Helps MKM’s credit control team save 358 hours
Key Takeaways
A trusted 15-year partnership that delivers scalable, tailored solutions driving MKM’s digital transformation and operational efficiency.
Significant time savings and improved customer engagement through Synertec’s innovative tools like VaultLink™ and the Preference Centre.
Synertec first partnered with MKM in 2011 to address MKM’s need for a more efficient way to manage outbound post. Postal communication remains a vital channel for MKM’s customer interactions; however, their existing manual processes were unable to scale and consumed excessive time across the business.
As MKM grew, their challenge evolved from simply dispatching documents to digitising their financial communications. They aimed to modernise the delivery of invoices, statements, and supporting documents while preserving reliable postal options for customers who preferred them. MKM state Synertec has been instrumental in helping them achieve these goals and continues to support their ongoing transformation.
What Did They Do Before?
Prior to Synertec’s involvement, MKM ran all document dispatch through their ERP system, which lacked flexibility. At that time, they produced approximately 70,000 invoices monthly, printing them in weekly batches due to system constraints.
MKM’s legacy system was unable to:
- Customise documents or tailor formats for specific customer needs
- Offer consolidated invoicing
- Incorporate marketing messages or inserts
- Adjust mailing frequency to optimise postage savings
- Use mail merge services for targeted messaging, which was critical for important communications such as bank details changes
Recognising the limitations, MKM sought a far more flexible and future-proof solution, particularly to support their expanding branch network.
Business Benefits Realised with Synertec
Since partnering with Synertec, MKM has realised substantial benefits encompassing cost savings, operational efficiency, enhanced customer experience, improved cash flow, and an accelerated digital transformation.
Hybrid Mail: Remains central to MKM’s operations, ensuring postal communications are reliable and consistent across the entire organisation.
VaultLink™: Enables customers to self-serve copy documents online, which saved MKM’s credit control team 358 hours in one year alone. This allowed staff to focus on higher-value tasks instead of reactive administrative work. Additionally, it improved cash flow by allowing customers instant payment options, decreasing foot traffic and calls to support.
Preference Centre: Has rapidly increased MKM’s customer email database, capturing more email addresses in a short period than over many previous years. This advancement has reduced postage costs and sped up document delivery, contributing significantly to MKM’s digitisation efforts while still accommodating postal preferences.
Additional Tangible Benefits Include:
- Lower printing and postage costs
- Faster turnaround for invoices and statements
- More consistent and professional documentation across all branches
- Significant reductions in inbound customer calls
- Smoother workflows between branches and Central Support
“Synertec’s systems have scaled effortlessly as we’ve grown with 100+ new branches added since we first partnered.”
– Jason Spyer, Credit Manager
Impact on Business Processes
Synertec’s solutions have dramatically streamlined MKM’s operational processes. Tasks that once required extensive manual effort across branches and Central Support are now automated and centrally managed.
By combining Hybrid Mail, VaultLink™, and Preference Centre, MKM has modernised its communication channels. They maintain reliable postal services for those customers who prefer them, while efficiently shifting large volumes of communication to digital channels—a crucial balance for MKM’s continued growth.
Employee Productivity Improvements
The productivity enhancements achieved through Synertec’s solutions are substantial. VaultLink™ alone freed hundreds of hours annually for the credit control team by eliminating the need to print, insert, or handle numerous copy document requests.
Branches have been able to dedicate more time to customer service rather than administrative tasks, and Central Support no longer acts as a bottleneck for outbound communications. A reduction in follow-up queries and calls further smooths daily operations across teams.
“Our processes are now far more streamlined. Tasks that previously required hours of manual work across branches and Central Support are now automated and centrally managed.“
– Jason Spyer, Credit Manager
Overall Success of the Partnership
The partnership between MKM and Synertec has been extremely successful for over 15 years, evolving from a solution focused on outbound post to a cornerstone of MKM’s digital transformation journey.
Each innovation introduced—Hybrid Mail, email output, VaultLink™, and Preference Centre—has contributed positively to MKM’s progress. Synertec’s consultative approach, which prioritises understanding MKM’s unique challenges and recommending tailored solutions rather than one-size-fits-all products, is highly valued.
Conclusion
MKM highlights that the relationship and the people make a huge difference. They state the support they receive from Synertec is excellent, and having a dedicated team gives MKM complete confidence that any issue or new idea will be handled quickly, professionally, and with a real understanding of how MKM operates.
While the technology does exactly what MKM needs, it is the partnership that stands out — responsive, knowledgeable, and always evolving alongside them.
“We’d happily recommend Synertec to any organisation, especially merchants and wholesale businesses, that rely on high-volume customer communications and want to move towards a more efficient, digitally-led model without losing the reliability of post.”
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