Whenever a letter cannot be sent due to an incorrect address or a mistake in the customer details, it is returned to the Customer Service department of our client, an insurance company. Everyday, employees direct their time towards reprocessing these letters. This process entails finding the correct address and the right customer details, for example by searching through other contracts of this person. If the address is still not available, employees try to contact the customer through email or phone.
As these letters are returned in large numbers on a daily basis, employees describe reprocessing the letters as time-consuming and repetitive. Employees need to navigate through multiple applications and spend quite some time trying to contact the customer.