Business Continuity Case Study www.DATAMARK.net

Ready for the Unexpected: DATAMARK Ramps Up to Keep an

International Courier Moving

Case Study Background Flexibility and scalability. These are two benefits of outsourcing that come into play when an unexpected event disrupts a business process.

In this case, one of our clients—a Fortune 500 international courier—encountered a problem at an off-site document processing center. The issue meant the possibility of a temporary interruption of the processing of thousands of daily air waybills and other critical transportation documents.

Although the shutdown was expected to be short term, the courier could not allow its customer service to suffer, or put at risk its outstanding reputation for on-time worldwide delivery. The company needed an immediate response to the problem. It turned to DATAMARK for a business continuity solution.

A Flexible Outsourcing Partner With processing centers worldwide, DATAMARK was prepared to take on the extra document volume for 24-hour processing to meet the courier's deadline requirements.

DATAMARK's plant operations managers quickly developed a contingency plan for the client, and adjusted shift schedules to accommodate the surge in document volume. Our IT teams ensured that data transmission and computing resources were prepared for the switchover to DATAMARK's facilities.

Within hours of the client’s notification, our company began processing the transportation documents. DATAMARK's Quality Assurance plan made sure that the client's quality requirements were met, despite the unexpected increase in volume.

On the Map: DATAMARK's onshore,nearshore and farshore facilities deliver 24-hour, 7-days-a-week processing services.

A Scalable Response The unexpected business interruption, though unfortunate, did serve to reveal one of the major advantages of a strong outsourcing partnership: DATAMARK's ability to immediately ramp up production to meet the surge in document volume.

DATAMARK's plant operations managers quickly developed a contingency plan for the client, and adjusted shift schedules to accommodate the surge in document volume.

2 ©2012 DATAMARK, Inc. www.DATAMARK.net

Over a two-week period, DATAMARK performed data entry services, processing approximately 1,250,000 additional documents.

Had the client handled this particular business process internally, the unexpected increase in volume would mean having to buy or lease more equipment, hire new employees, or secure a temporary workforce. By having an outsourcing arrangement in place with DATAMARK, the client avoided the type of fixed expenses associated with equipment and staff hiring. Instead, the client benefited from a manageable, per-document variable cost scenario that outsourcing can deliver.

Staying Focused with a Business Continuity Solution

Perhaps most important, having an outsourcing relationship with DATAMARK creates peace of mind in the case of an unexpected event that disrupts business. In this case, the client could rest assured that its critical transportation documents would be processed without interruption.

With DATAMARK's business continuity solution, the courier was able to stay focused on its core business: keeping customers satisfied with reliable, on-time, world-wide delivery.

Rapid Response: Within hours of the client's request for assistance, DATAMARK began to process approximately 1,250,000 critical documents over a two-week period, helping the courier maintain excellent customer service.

ABOUT DATAMARK

DATAMARK is a leading provider of digital mailroom management, data entry, document processing and business process re-engineering solutions for Fortune 500 companies, government agencies and other large organizations.

Founded in 1989, our company is the strategic business process outsourcing partner for Top 10 companies across several industry sectors, including transportation and logistics, healthcare, insurance, banking and financial services. With onshore and offshore centers, DATAMARK delivers process optimization, technology and Enterprise Content Management solutions to help organizations achieve efficiency and profitability in all back-office business functions.

For more information on how DATAMARK’s business processing solutions can reduce operating costs while improving efficiency, flexibility, and customer satisfaction, call 800-477-1944 or email info@DATAMARK.net.

DATAMARK, Inc. 123 W. Mills Ave., 4th Floor El Paso, TX 79901 USA www.DATAMARK.net

3 ©2012 DATAMARK, Inc. www.DATAMARK.net

The client could rest assured that its critical transportation documents would be processed without interruption.