Hybrid mail: 7 things to ask suppliers, before signing up

You have found a hybrid mail service that promises to save time, reduce manual work and make business post easier.

Before signing anything, check what happens after the sales demonstration ends.

The price, document setup, reporting and support can vary between providers. A service that looks simple at first can become awkward if your users need workarounds or every change comes with another fee.

These seven questions will help you compare hybrid mail suppliers properly.

Do not compare providers using one headline postage price.

Check that the price reflects the letters you actually send, including the paper size, colour, number of pages, envelope and postage class.

Ask whether the advertised price depends on a minimum monthly volume. You should also check for:

• Setup and implementation fees
• Software licences
• Annual renewal charges
• Training and support costs
• Charges for software updates
• Minimum spend or contract terms

Ask for a complete example based on your normal mailing activity. That will be more useful than a price built around a postcard you never send.

Your users will be the people uploading and sending letters each day. If the process is confusing, adoption will suffer.

Ask to see the complete journey, from uploading a document to confirming that it has entered production.

You should also consider how people will send documents. A browser-based platform may suit teams working across several locations, while automated or system-generated mailings may need an API or another integration.

The right option depends on your workflows. It should not require users to learn a dance routine every time they need to send a letter.

Hybrid mail combines software with physical print and production.

Ask which organisations will process your data, where each stage takes place and who is responsible if something goes wrong.

Useful questions include:

• Who provides the software?
• Who prints and encloses the letters?
• Which subcontractors can access the data?
• How is information transferred and stored?
• How long is data retained?
• What security certifications and policies can the supplier provide?

ISO 27001 certification may form part of your review, but it should not replace your own security and procurement checks.

Some platforms require addresses, margins and page layouts to follow strict rules.

That can leave your team updating letter templates before the service can be used.

Show potential suppliers a realistic mix of your documents, including:

• Single and multi-page letters
• Branded letterheads
• Statements and invoices
• Portrait and landscape documents
• Documents created by different systems

Ask which files can be used immediately and which need changes. The answer can have a large effect on implementation time.

A hybrid mail platform should give users useful information about what they have submitted and how each item is progressing.

Ask to see the reporting before you sign up. Check whether authorised users can easily find:

• The document or mailing name
• Who submitted it
• The date and time of submission
• Its current production status
• Any errors that need attention
• Available postage records

Do not settle for reports that only make sense to the IT team.

Where proof of postage is available, remember that it records entry into the postal process. It does not prove delivery or receipt.

Your customers will see the finished letter, not the platform used to produce it.

Ask for physical samples of the paper, print and envelopes. Where possible, send a test letter to yourself so you can see exactly what the recipient receives.

Compare providers using the same document and mailing specification. Check that colour, positioning, page order and enclosing meet the standard your business expects.

A low price is not much help if the finished letter looks like it lost an argument with the printer.

The software may be straightforward, but the rollout still needs a clear owner and plan.

Ask the supplier:

• How long will setup take?
• What information will you need from us?
• Who will manage implementation?
• How will users be trained?
• What support will be available afterwards?
• Can we begin with a small group or pilot?
• When can we send our first live letters?

Your users will determine whether the project succeeds. A simple process, useful training and accessible support will matter more than a long list of features.

Take these questions into every supplier conversation and ask to see the answers in practice, not just in a presentation.