Industry
Education
Challenge
Wake Forest University struggled with rising package volumes, inefficient manual processes, and limited mailroom hours that created congestion and delays.
Results
The implementation of smart lockers and automated tracking significantly improved efficiency, reduced mailroom traffic, and provided students with flexible, around-the-clock package access.
Key Product
Pitney Bowes
“The nice thing about having smart lockers is that there are fewer students coming into the mail center to pick up packages. Now, they can pick them up on their own time.”
About your Customer
Wake Forest University is a private university located in Winston-Salem, North Carolina. Founded in 1834, it is home to nearly 9,000 students and is known for its commitment to academic excellence, innovation, and a personalized approach to education. The university fosters a vibrant campus life and continually seeks ways to enhance the student experience through technology and service improvements.The Challenge
Wake Forest University faced a growing logistical challenge: while traditional mail volumes were declining, package deliveries were surging, reaching up to 19,000 packages per month during peak periods. The university’s mail center relied on individual mailboxes and manual package notifications, which led to:
- Long pick-up lines and crowded mailrooms
- Limited access due to restricted mail center hours
- Inefficient package handling and storage
The Solution
To modernize its operations, the university implemented smart lockers and integrated inbound package tracking software from Pitney Bowes. This eliminated the need for individual mailboxes, automated notifications, and enabled 24/7 package access. A second phase introduced rear-loading lockers to streamline staff workflows and reduce interruptions.
✅ ParcelPoint™ Smart Lockers: These larger smart storage devices replaced traditional mailboxes, reducing congestion and enabling 24/7 package access.
✅ Inbound package tracking software: This software integrated with the lockers to automate barcode generation and email notifications.
✅ Rear-loading lockers: These were introduced in a second phase to streamline staff operations, allowing packages to be loaded from the back without interrupting student access.
✅ Shipping 360®: All locker banks are remotely managed via the Shipping 360® platform, ensuring centralized control and visibility
"The Mail Center hours are from 8am to 5pm, but the Student Center, where the lockers are located, is open until midnight, so students find it convenient to pick up their packages when they come in for dinner.” - Alex Crist, Director of Auxiliary Services
The Results
To address the growing inefficiencies in its mail and package delivery system, Wake Forest University partnered with Pitney Bowes to implement a modern, technology-driven solution. The university replaced traditional student mailboxes with ParcelPoint™ Smart Lockers, which allowed students to retrieve packages at their convenience, even outside of regular mail center hours. These lockers were integrated with inbound package tracking software that automated barcode generation and email notifications, significantly reducing congestion and manual workload.
Following the success of the initial rollout, the university expanded the system to include faculty mail services. Rear-loading lockers were introduced to streamline operations further, enabling mailroom staff to load packages from behind the lockers without interrupting recipients. All locker locations are centrally managed through the Pitney Bowes Shipping 360® platform, giving the university full visibility and control over its package delivery infrastructure.
Ready to get started?
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