Synertec’s partnership with

James Burrell Ltd

Key Takeaways

James Burrell's operational sector faced challenges delivering large volumes of invoicing and statements until Synertec stepped in and has been a customer ever since.
Our Hybrid Mailing set-up and VaultLink™ system transformed their outbound document management with a centralised automated process providing accuracy and time efficiency.

Previous Business Challenges

James Burrell faced a significant challenge managing and delivering large volumes of outbound customer documents such as invoices and statements. The manual process involved internal teams printing, folding, and posting documents across multiple branches, which was labour-intensive and often disrupted by staff absences or equipment issues.

Additionally, the lack of any digital self-service option for customers led to a high volume of inbound queries, affecting efficiency and customer satisfaction. As the business continued to grow, it became clear that this manual approach was unsustainable and inconsistent.

Previous Solution

Before partnering with Synertec, the entire document management process was carried out manually without software automation. This made the operation resource-heavy and difficult to scale. Moreover, the absence of a digital platform meant that customers could not self-serve, further increasing the workload on staff.

Piles of wooden boards in the sawmill, planking. Warehouse for sawing boards on a sawmill outdoors. Wood timber stack of wooden blanks construction material. Industry.

“

Thanks to VaultLink™, customers can access their documents instantly online, which has significantly reduced call volumes and duplicate requests. This has allowed our credit control team to focus on more strategic tasks, improving both productivity and customer service.”

- Amy Hunter, Credit Manager, James Burrell

Synertec's Solution

To address these challenges, Synertec provided its Hybrid Mail service, which outsourced print and postal operations to centralise and automate document processing. Synertec’s VaultLink™ platform was then introduced to allow customers instant online access to their documents, further enhancing convenience and efficiency.

Benefits Delivered

Time Savings

Significant reduction in manual

processing time, especially for the credit control team.

Cost Savings

Decreased expenditure on postage, stationery, and labour.

Improved Customer Service VaultLink™ has reduced

inbound call volumes and duplicate document requests.

Scalability

The solutions have supported ongoing business growth and operational changes

Business Process Impact

The company’s outbound document management has been transformed. The solution offers a centralised, automated process that ensures documents are delivered accurately and on time. This reliability was especially critical during a major ERP system migration, where Synertec’s close collaboration with internal teams and the ERP provider ensured continuous and seamless customer communication.

Employee Productivity

Employee productivity has improved significantly with the decrease in customer queries related to document requests. This has freed the credit control team to focus on more strategic priorities, leading to improved service quality and operational efficiency.

“

We strongly recommend Synertec - not just for their reliable technology but for their collaborative partnership. Their responsiveness, business knowledge, and valuable advice have been key to our growth and improved customer service.”

- Amy Hunter, Credit Manager, James Burrell

Overall Success & Partnership

James Burrell has partnered with Synertec for over 20 years. The relationship is built on mutual understanding, proactive support, and flexibility, which was particularly evident to the team during crucial business changes. Both Hybrid Mail and VaultLink™ have proven to be reliable, efficient, and scalable, meeting all expectations.