Within the busy mail department at the University of Wisconsin – River Falls (UW River Falls), Mailroom Supervisor Matt Quade needed a dependable, user‑friendly system to handle the campus’s steady flow of packages. When their previous software failed to keep accurate delivery records and offered only basic recipient notifications, Matt turned to Received Digital to bring transparency, speed, and confidence to the university’s package receiving workflow.
Challenge
UW River Fall’s former solution suffered from unreliable records of important events, including package delivery. This forced staff to manually correct the lost delivery data by “re-delivering” the package hours or days later. Of course, this created inaccurate records that didn’t hold much value. Overall, it was a subpar experience for both mailroom operators and recipients.
The system itself was not user friendly and only had basic recipient notification capabilities.
With reliability in question and limited staff on some days, the team needed a better way to document every package that came through their mailroom and keep recipients informed.
Solution
Implementation of Received Digital to replace their previous system proved refreshingly straightforward. Matt described his experience with the Received Digital team:
They were available for an official training session at the start, but more importantly, have been available for questions as we started using the system … With any new system, there are always questions that come up as you begin to use and learn, so having support in the first month or two was especially helpful.
Once the system was in place, several features immediately began to improve daily operations. Having image-based records for every received package made it much easier to confirm whether a specific item had arrived—especially useful on busy days with limited staffing. Image-based receiving is core to the way Received Digital works, and it’s what puts the solution ahead of so many others. After all, legacy tracking functionality is limiting, as it only logs basic information about a package. For Matt’s operations, this meant looking back in the system’s history to find a specific item was difficult:
With a high volume of incoming packages and limited staffing available on some days, needing to rely on memory for whether items have come in can be difficult. Having images associated with each item has made the process of looking back in time to figure out if something specific has come in much easier.
Matt also had the ability to configure the system’s email notifications to meet his requirements exactly. Customizing the content of these notifications reassured recipients and improved overall communication:
One thing that made the transition to sending notification emails even easier for my team is the ability to customize the email that the recipients receive. We were able to add our university's logo to the email so the recipients know it is legitimate. We added our own wording about our standard delivery times and provided information on what to do if something was needed on a rush basis.
Benefits
With Received Digital’s image-based notifications, Matt and his team have been able to significantly improve the experience for recipients by providing an added layer of reassurance that their packages are accounted for and on their way. Feedback across campus has been very positive as Matt shared:
I have heard from many people on campus about how they greatly appreciate the notification email that the system sends, stating that it lets them know their item made it to campus and that they know it will be delivered at some point in the day.
On the operations side, the reliability issues Matt and his team faced with their prior system quickly became a thing of the past. Accurate record-keeping now happens automatically as the team receives and delivers items, and the full event history of every item can easily be located.
The UW River Falls mailroom has also seen a marked improvement in package handling efficiency with the help of Received Digital’s Auto-Assign feature. When an operator captures an image of a package, the system automatically finds the recipient name on the label and assigns it to the correct person. This is a huge efficiency gain, as it eliminates the manual, error-prone step of typing in a recipient name. Matt explains:
This has helped decrease the time it takes to process incoming packages. I have been impressed with the system's ability to accurately assign the recipient's name, especially when a shortened version of the person’s name is used.
Matt’s team has also experienced efficiency gains by making use of image capture for proof of delivery in Received Digital. This enables the operator to capture an image of an item upon delivery to prove that it was delivered. In their old system, they had to create their own process for accurately recording a delivery event. It required the person making the delivery to leave a comment in the system describing the delivery location.
This process took extra time and relied on the person making the delivery leaving a comment that would make sense to others after the fact. With the ability to include an image on delivery, we no longer need to take the time to leave a comment. The image is enough to be able to answer any questions about where a package was left.
Conclusion
By adopting Received Digital, the UW River Falls mailroom gained the accuracy, efficiency, and transparency it needed to serve campus stakeholders with confidence. Received Digital’s robust feature set has allowed Matt to tailor the solution to fit seamlessly within his mailroom operations and workflows. Matt sums up the experience:
The ability to customize the experience for my staff and for package recipients across campus is something I have greatly appreciated. I would definitely recommend Received Digital to anyone looking to add a receiving software to their operation or looking to make a change in what they are currently using. The system is user-friendly, has many different functions to fit any need, and most importantly, it has been 100% reliable in its record keeping.
With a modern platform now in place, UW River Fall’s mail services are positioned for continued success.
About Received Digital
Received Digital has reimagined the inbound mail and package receiving process, bringing a new and modern application to mailrooms big and small. The core of Received Digital is the virtual mailbox for recipients, which creates an interactive platform between the mail center and its recipients. With image-based notifications and a proprietary machine learning algorithm to automatically assign items to recipients, the entire inbound mail and parcel management process is modernized for greater efficiency.
In an industry where innovation is not expected, Received Digital stands alone, innovating with a customer-first approach. Learn more about how it works here, or request a demo from one of our experts to see it in action!
