Overview
Industry
Marketing Services and Print Production
Region
USA
Company Size
Enterprise
Featured Solution
Unified Customer Experience Portal on Microsoft Azure
About the Client
The customer is an integrated marketing services provider that combines marketing, technology, and large-scale print production. Its services span commercial and variable-data printing, direct mail, packaging, custom fulfillment and kitting, along with digital marketing, creative, and web services. The company works with enterprise and Fortune 500 clients across the United States.
The Context
The customer's print and mail operations ran across disconnected systems, with manual steps bridging the gaps between them. A single job moved through separate tools for intake, estimating, data processing, production, and delivery, with no shared view of its status. Teams reconciled progress by hand and lost time to coordination.
The gaps carried through to delivery and data. Once a mailing left the production floor and entered the postal network, its progress went dark, turning delivery questions into manual investigations and support escalations. Manual validation in data processing let errors through, which drove rework and delays. The customer needed a single platform that could connect these stages, secure the customer data involved, and scale with volume.
Business Challenges
Multiple Systems for Job Management
Estimating, job intake, data processing, production, and delivery tracking were managed across separate systems with no unified view. Teams relied on manual coordination to track job progress, resulting in inefficiencies and delays.
Manual Estimation, Data Processing, and Delivery Tracking
Estimations, data processing, and delivery tracking involved manual steps that slowed operations, increased the risk of errors, and made it difficult to maintain consistent workflows.
No Visibility Once Mail Shipped
After a mailing entered the postal network, its progress was no longer visible. Delivery-related inquiries required manual investigation, increasing response times and support escalations.
Authentication Not Strong Enough for Sensitive Data
Legacy authentication mechanisms did not provide the level of security required to protect sensitive customer data, creating the risk of unauthorized access.
Systems That Could Not Scale
The legacy environment lacked the flexibility to support increasing workloads and new business requirements, limiting the organization’s ability to scale efficiently.
Solutions
Here is how we brought the operation into one role-aware portal on Microsoft Azure, replacing the disconnected systems with a single platform for internal teams and customers:
- One Unified Portal
We consolidated six operational areas behind a single secure login.
⦁ Job tracking, delivery tracking, data processing, mail-delivery configuration, estimating, and user management in one platform
⦁ Each user sees only what their role allows
⦁ One shared view for internal teams and external customers
- End-to-End Delivery Visibility
We connected mailings to the delivery network so the stretch of the journey that was previously invisible could be tracked.
⦁ Customers can follow a job from request to mailbox
⦁ Delivery status is available in the portal rather than through manual investigation
- Secure Cloud Foundation
We hosted the platform on Azure for scale and performance.
⦁ Files and mail-delivery data stored on Azure Blob Storage
⦁ Platform hosted on Azure App Services
⦁ Legacy systems were retired in favor of a cloud-native footprint
- Stronger Access Control
We strengthened security across the platform.
⦁ Single sign-on and multi-factor authentication through Okta
⦁ Role-based access control
⦁ Azure AD available for clients who use it
- Multi-Account by Design
We built the platform so that one login could move between client accounts securely.
⦁ A single login moved between accounts without re-authenticating
⦁ Each account’s data stayed fully isolated
Business Outcome
The unified portal brought together key print and mail operations into a single, secure platform. This made it easier for teams and customers to manage jobs from start to finish. Manual processes were reduced, delivery tracking became more transparent, and stronger access controls improved data security. With better visibility across workflows and a cloud-based foundation that supports growing business needs, the customer was able to improve operational efficiency while delivering a more consistent experience for both internal teams and clients.
Highlights
35%
reduction in processing time
100%
reduction in unauthorized access
40%
reduction in validation errors
70%
drop in support escalations
Conclusion
We replaced a set of disconnected print and mail systems with a single, role-aware portal on Microsoft Azure, shared by internal teams and customers. Six operational areas now run behind one secure login, delivery is trackable from request to mailbox, and sensitive customer data sits behind single sign-on, multi-factor authentication, and role-based access.
The move to a cloud-native footprint retired the legacy systems and gave the business room to scale with volume. Processing time fell, validation errors dropped, and support escalations declined, giving the customer a platform that supports the current operation and can grow with it.
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