A Success Story: Worcester Polytechnic Institute
Worcester Polytechnic Institute (WPI) is a prestigious private research university located in Worcester, Massachusetts. Founded in 1865, WPI was among the first engineering and technology universities in the United States. The institute has built a strong reputation for academic excellence in STEM fields, particularly engineering and technology, and its distinctive project-based learning approach. Today, WPI serves a vibrant student body of over 5,000 undergraduates and more than 2,300 graduate students, continuing its legacy as a leader in innovation and hands-on education.
Enhancing Campus Mailroom Operations
At WPI, the campus mailroom plays a vital role in supporting daily needs of students, faculty, and staff. Handling around 100,000 packages per year, the department needed a solution that would increase accountability, improve efficiency, and reduce student wait times. In 2017, WPI implemented the QTrak Mobile App, and a couple years later in 2019, they added Package Pod smart locker system – a move that transformed their mailroom into a faster, more efficient and student friendly operation.
The Challenge: Limited Stations and High Volumes
Prior to implementing QTrak, WPI relied on legacy tracking software (Neopost: Currently Quadient) paired with their own shelf based storage. With only two scanning stations and a single signature pad, the mailroom faced significant workflow challenges that slowed down their operations putting strain on both students and staff. Internal queues formed as staff waited to log deliveries, while students experienced increasingly long pickup lines, resulting in a noticeable uptick in complaints. Package handling was inefficient, and often required multiple handoffs or relocations before the item reached its recipient.
“With QTrak, I can have four people scanning at once, or more, because each person has their own device. Whereas before, only having two stations for logging… it created lines on both sides of the window.”
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In addition to workflow bottlenecks, the manual processes left the mailroom vulnerable to human error. With multiple staff members handling each package, mistakes such as mislabeling, typos in recipient information, or incorrect shelf placement were common—and occasionally led to lost packages. As the mailroom lead, Jason Lusignan, noted, “Our biggest issues were usually human error, like someone putting in a wrong name or mailbox…” These inefficiencies not only slowed down operations but also placed unnecessary strain on staff, increasing the risk of misdelivery and service disruptions.
The Solution: Scaleable, Streamlined, Smart
Package Management Made Easy
The decision to switch to QTrak was largely driven by its flexibility, cost-effectiveness, and ease of use. Unlike their previous system, QTrak enables the WPI mailroom to deploy multiple low-cost mobile scanning devices, allowing staff to quickly log and manage packages independently. With unlimited user access and simple installation on any smartphone or tablet, the team could scan, log, and route packages in real time – the second it arrives at their facility.
Pairing QTrak with the 8 locker units with 700 locker compartments further streamlined the process, allowing staff to scan packages directly into the locker system, reducing handling to a single touchpoint before delivery and eliminating the need for repeat interactions or storage shuffling.
“[Since implementing QTrak and Package Pod] we’ve certainly seen reductions in delivery times… a big part of it is because we don’t have to touch the packages a second time.”
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Smart Locker Pickup
With the addition of QTrak’s Package Pod locker system, WPI has been able to drastically reduce package handling and streamline delivery. Once logged into the system, approximately 90% of packages are placed directly into the lockers – eliminating the need for additional touchpoints, with the exception to deliveries requiring special handling and oversized packages.
Additionally, WPI found a key timesaving advantage from QTrak’s ability to sync directly to the smart lockers, allowing staff to load packages into the lockers using their mobile device – even as students are actively picking up their items. This seamless integration simplifies the entire process and sets QTrak apart from other solutions, that require preloading steps or loading from the central pickup kiosk, which can delay student access and slow operations.
“I’d definitely say the lockers are the most beneficial because if we didn’t have the lockers, we’d have super long lines for students to pick up packages… that’s how it used to be before the lockers. I also like how you could use a phone to scan the packages and then log it right into the locker.”
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The Recipient Facing MyMail Services App
In addition to implementing Package Pod, WPI enhanced their student experience by introducing the MyMail Services app. This app enables students to open their locker directly from their mobile device, eliminating the need to interact with the kiosk. This seamless experience speeds up pickup, reduces congestion, and improves student satisfaction.
“The students that use the MyMail Services app definitely enjoy it because then you don’t have to type in the code you use. Just Click open on the app, and it opens the locker.”
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Results and Impact
Reduced Delivery and Processing Times
One of the most significant improvements WPI experienced after implementing QTrak was a reduction in both delivery and processing times. By eliminating the need for double-handling, staff now scan and deliver packages in a single step with approximately 90% of packages placed directly into lockers. Overall, WPI estimates that the introduction of QTrak has reduced package delivery and processing times by 30-40%, allowing staff to move more efficiently and keep up with growing volume of packages.
“Certainly delivery times [have improved]… a big part of it is we don’t touch the packages a second time. We process them into the system, and we don’t have hands on again for 90% of the packages.”
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Improved Accuracy and Accountability
Before QTrak, misplaced packages were a recurring issue caused by manual shelving errors and lack of system accountability. With the introduction of QTrak and smart lockers, WPI has seen a dramatic improvement in accuracy and chain-of-custody. The mailroom now reports less than 5 lost packages per year, equating to an error rate of less than 0.001% of their total package volume.
“We had issues sorting something on the shelf, and the package wouldn’t actually be there – just lack of accountability… Now [with QTrak] if we lose one or two packages a year [out of 100,000], that’s pretty good. That’s around 0.001% of what we deal with, so it’s definitely been a big improvement in preventing lost items.”
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Locker Turnover During Peak Season
The lockers have proven to be a critical asset during peak seasons. At the start of each semester, the volume of incoming packages spikes dramatically. With the locker system in place, WPI’s mailroom can maintain a continuous flow of loading new packages as quickly as students pick them up. This high turnover capacity ensures that packages are consistently moving through the system, minimizing backlog and enabling staff to keep pace with demand during the busiest times of the year.
“…in the beginning of our semesters, we’ll turn over our 700 lockers, you know, twice plus a day. They clear out enough that we can just keep loading them. We’re hardly ever stuck sitting on packages. My students are quick to come get them so we just keep putting stuff in as much as we can”
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Reduced Staffing Needs
WPI has also seen meaningful cost savings tied to reduced staffing needs and improved workflow automation, since adopting QTrak and Package Pod. By streamlining the package intake and delivery process, the mailroom can operate more efficiently with fewer hands involved—particularly during peak times.This operational efficiency not only helps WPI save on labor costs, but also frees up staff to focus on other important tasks around the mailroom.
“We need less staff… I guess that does amount to a cost savings…”
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Extended Pickup Hours
One of the most immediate benefits of installing package pod was the increased accessibility for students. Instead of being limited to standard mailroom hours, students can now retrieve their packages at their convenience – early mornings, late nights, or weekends – supporting their busy academic and personal schedules. This extended access ensures students are no longer delayed by scheduling conflicts and helps eliminate long lines during the regular mailroom hours.
“Our window hours are typically 8:00 AM to 4:30 PM. The packages are available until whenever the building closes, which is 1 o’clock most nights… and those are in a common area that they (Students) can get to during the day and the weekend.”
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Enhanced Student Experience
Smart Lockers have proved to significantly enhance the student experience. With long lines eliminated and pickup hours extended far beyond traditional mailroom hours, students now enjoy greater flexibility and convenience managing their packages. Instead of planning their day around mailroom windows, they can retrieve packages on their own schedule. Lockers not only solve logistical challenges – they create moments of delight and show students that campus services are putting students best interests first.
“…it is fun to see when the freshmen move in. They’re always like, ‘ooh… ah… this is so neat.’ Especially with the freshmen – you know, they think it’s neat technology and stuff like that.”
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Conclusion
WPI’s adoption of QTrak’s package management system and Smart Locker technology has redefined efficiency, accountability, and convenience in campus mail operations. By reducing delivery times, minimizing lost packages, improving staff workflow, and offering students unmatched flexibility and access, QTrak has helped WPI create a seamless and modern mail experience. As student expectations grow and package volumes continue to rise, WPI is well-equipped for the future—proving that with the right tools, campus logistics can be smart, simple, and student-focused.