← Back to articles

How CSC and Victor Buck Services streamlined mail management and built a trusted partnership

Managing incoming mail may seem like a routine task, but for large organizations it can quickly become a critical challenge, especially when the volume of correspondence, the need for efficiency, security, and digitalization come into play.

CSC (formerly Intertrust) in Luxembourg knows this well.

A few years ago, as the company prepared to move into its brand-new offices in Gasperich, one practical question quickly came up: what about the mailroom? With no space for archives and a desire to standardize processes, keeping the same in-house setup was no longer an option. It was the perfect moment to rethink how business correspondence was handled and adopt a more streamlined, standardized, and future-proof approach.

In 2024, this vision led to a key partnership with Victor Buck Services. Since June 2024, Victor Buck Services has been managing and digitizing CSC’s inbound mail – about 300-400 pieces of mail per day -, from sorting, opening and scanning to secure distribution of digital copies.

How was incoming mail managed at CSC before outsourcing?

Incoming mail was previously managed fully in-house, with a dedicated team of four full-time employees. While the setup was functional, it was resource intensive and occasionally subject to delays, particularly during periods of absence or peak workload.

The decision to outsource wasn’t money-driven, it was process-driven: we wanted to have smooth, standardized and efficient processes to digitize our documents. Additionally, the move of CSC Luxembourg’s office to a new building in Gasperich accelerated the search for a new solution, as the space available for the mailroom and archives was reduced. The decision to outsource wasn’t money-driven, it was process-driven: we wanted to have smooth, standardized and efficient processes to digitize our documents.

What were the main challenges you faced with the previous setup?

The main difficulties we faced were organisational constraints and the impact of staff absences.

At times, we received large volumes of mail without having enough people to process them.

This created bottlenecks and inconsistencies, which led to delays in processing and, sometimes, additional pressure on other operational teams.

Now, we no longer worry when everyone is away, for example during Christmas or the summer holidays. Victor Buck Services can absorb peak workloads and ensure that mail is processed at all times.

What were your expectations from a service provider?

When selecting a provider, our core expectations were speed, accuracy and regularity. We wanted to ensure that documents would be handled swiftly and consistently, with a high level of reliability and compliance.

What led you to choose Victor Buck Services for this project?

Our decision to work with VBS was influenced by strong and consistent feedback we received from across the Luxembourg financial industry, where VBS holds a well-established position. Luxembourg is a small country. We knew people who had been clients or employees of Victor Buck Services. Their proven expertise and reputation as a trusted market leader were decisive factors in our choice.

How did the service implementation phase go?

The initial phase of implementation was somewhat slow, as is often the case in complex transition projects. Both parties had to make adjustments and resolve internal difficulties, in order to manage the integration. However, once we brought the right stakeholders together and aligned expectations, the process accelerated significantly. This allowed us to recover lost time and ultimately deliver on schedule, meeting the very ambitious and challenging deadlines that had been set at the outset.

One year into the collaboration, how would you assess this period?

During the first year of collaboration, both parties needed to make some adjustments to harmonize ways of working. Once this alignment was achieved, the collaboration became efficient, transparent and firmly based on a spirit of partnership. We set up regular meetings and reporting routines, which helped structure the day-to-day work. We even managed to smoothly expand the scope by including the inbound mail of one additional entity, after the purchase by CSC.

While we still experience the occasional operational issue, this is to be expected given the very high volumes and the large number of stakeholders involved. There are still areas where we can improve, on both sides. I see professional partnerships a bit like love relationships: they need daily care and constant attention, and there are always things we can do to make them stronger. Overall, the cooperation has been smooth, constructive and beneficial. I see professional partnerships a bit like love relationships: they need daily care and constant attention, and there are always things we can do to make them stronger.

What tangible benefits have you observed since outsourcing the management of incoming mail?

Outsourcing has brought tangible improvements. Scanning is no longer manual, which has saved us a lot of time. Before outsourcing, I was personally involved in supporting the scanning team. We often faced a significant backlog of unprocessed documents. We had to prioritize and scan the most urgent items first – such as taxes, invoices, or important inbound mail – while some bank statements couldn’t be scanned for two or three weeks.

Since the transition to VBS and the standardization, this backlog has been eliminated, which represents a clear operational improvement. All documents are now scanned on time, in a consistent format and with clear traceability. We have also freed up space in our office: the mailroom has been downsized and now only requires one or two people to operate.

Knowing the work will be done properly gives us peace of mind and allows our teams to focus on other priorities. That’s exactly what we were looking for.

On the downside, standardization of processes and outsourcing naturally reduce some flexibility, especially when it comes to handling specific urgent request or out of scope documents. However, the overall efficiency gain outweighs these limitations.

This backlog has been eliminated (…). All documents are now scanned on time, in a consistent format and with clear traceability. We have also freed up space in our office.

How was the new process received internally?

In mature companies like CSC or VBS, transitions to new ways of working are never easy to implement. At first, our business teams needed time to adapt and build confidence in the new process, particularly as they had less flexibility than before. However, once adequate training was provided and they could rely on a regular and consistent scanning of their documents, the perception shifted. The teams now see the system as reliable and efficient, and the overall feedback has become positive.

How would you describe your current relationship with Victor Buck Services?

Our relationship with VBS is friendly and based on partnership, delivering real value to our organisation. The key in any partnership is having the right people and making sure they can work well together. The teams are a great match: communication flows easily, and they collaborate naturally and with goodwill. Unfortunately, that’s not always the case in every partnership.

This partnership approach enables us to share feedback openly and transparently, without barriers, and to continuously work on improving the quality and efficiency of the service delivered.

I’m confident that the relationship will continue to evolve in a constructive way, with further opportunities for innovation and process optimisation in the future.

What advice would you give to another company considering outsourcing its mailroom activities?

When considering outsourcing, it’s crucial to ensure that your internal processes are well structured. Standardizing scanning processes is key to a successful implementation with a service provider. It might seem like a simple task, but it is actually quite complex.

More broadly, it’s important to assess the company’s needs and the potential benefits of outsourcing. Financial benefits are quite easy to estimate, but the indirect benefits, such as improvements to overall workflow and efficiency, are what really make the difference. A motivated team that believes in the project is also essential to drive the change successfully.

About CSC

CSC is a global leader in business administration and compliance solutions, serving clients in over 140 jurisdictions worldwide. In Luxembourg, where the company has been present for around 70 years, CSC plays a key role in supporting corporate, fund, and capital markets clients with governance, compliance, and administrative services.