Results at a glance
In this case study, you'll discover how Escalon Services, a comprehensive back-office services provider for growing companies, used Stable to:
- expand the services it offers its clients.
- drive significant overhead savings by going fully remote.
- eliminate operational bottlenecks.
Escalon Services provides outsourced services like finance, HR, tax, and more to help businesses scale operations, stay compliant, and save time. Since 2006, it has supported more than 20,000 organizations across industries and growth stages, managing over $1B in operational financial activity along the way.
"We're a complete back-office solution — a one-stop shop," said Rachel Fuller, Head of Diversified and International at Escalon. "We handle all the operational things a company needs to do that aren't its core business so they can focus on what they do best."
This puts Escalon at the center of a lot of client paperwork. The company is responsible for routing tax notices, checks, and compliance documents on behalf of its clients, ensuring nothing gets lost in the shuffle. When your business runs other businesses, even something as routine as mail management becomes critical.
Why manual mail sorting couldn’t scale with Escalon’s growth
For years, all of that mail ran through a physical office in Palo Alto, with a mix of employees and temp workers manually triaging the mail: receiving it, sorting it, scanning it, and getting it to the right place. “It was a lot of work and very time-consuming,” said Fuller. “And as the company grew, it only got that much more challenging.”
The stakes for both Escalon and its clients are significant. Escalon handles compliance notices, checks, and other important documents on behalf of its clients, and delays can mean a missed deadline or a check that isn’t cleared when a client expects it. Fuller herself got hands-on with the mail so she could be certain that her clients didn’t experience any of these problems.
“My international accounts are established companies expanding into the United States. They don’t have a physical location here, so they need to be able to count on good, secure mail handling.”
On top of that, maintaining the Palo Alto office was a growing cost that no longer matched how the team actually worked. Most of Escalon's people were already distributed. "We were essentially keeping an office open for the mail," Fuller said. The company needed a way to decouple its mail from any physical operations.
Escalon found that solution in Stable.
How Stable’s virtual mailbox powers Escalon’s white-label mail service
Stable receives, scans, and uploads all of Escalon’s incoming client mail to the Stable platform, where the right people can access and act on it, instantly, from anywhere. But Escalon still owns the customer experience. “It was really important to be able to white label the service and act as the intermediary for our clients, because a lot of the information that comes through ties directly into the work we do,” Fuller said. Now, instead of waiting for their clients to physically send them the mail, the Escalon team proactively pulls the digitized mail from Stable and routes it to the right team for action.
Stable’s flexibility and advanced functionalities also separated it from the pack. These range from the digital features (tracking, tagging, and assignment) to physical ones (open and scan, forwarding, and shredding). “The ability to add multiple users and assign them to different teams is really important, too,” Fuller added. “This not only keeps client information secure, but internal lines of communication clear.”
The final differentiator is one that Fuller described as a “game changer” for Escalon and its clients: electronic check deposits. Instead of relying on USPS, which can be slow and risky, Stable’s electronic check deposit service allows Escalon to deposit client checks with the click of a button. “It speeds up turnaround time, reduces risk, and it’s easier to track. We’ve been able to add clients to our deposit service who would have been reluctant to do it if it was a manual deposit.”
Escalon found so much value in Stable that it decided to adopt it for its own internal mail as well. Instead of managing a centralized physical mailroom, each department can access only the mail relevant to them.
“We separate everything by its departments: HR, corporate, finance. They can all go in and grab just their stuff,” Fuller said. “So there's a lot of different ways to utilize Stable to streamline things so we don't have to have an enormous physical mailroom.”
The results: real-time mail visibility, no bottlenecks, and a fully remote team
“I’m a strong proponent of not being a bottleneck in any systems,” Fuller said. “I developed systems for how we use Stable at Escalon and we have a team that implements that system for our clients. My teams handle the day-to-day and it just works.”
Escalon has been with Stable for almost three years now. Fuller has kept an eye on things, noting improvements powered by OCR and AI. But she mostly leans on her well-trained teams. Team members who were once dependent on a colleague to hunt down a document or confirm a check had arrived can now see the status themselves, in real time. The constant low-level friction has disappeared. In other words, no bottleneck.
“It's not something I have to worry about, which is exactly what I want from a tool like this," Fuller said.
Switching to Stable did something else the Escalon team had been working toward for a while: it let them close the Palo Alto office and go fully remote. "Mail was really the last thing tying us to a physical location," Fuller said. "Once we moved to Stable, we were able to close the office. That's been a tremendous overhead savings for us."
Why Escalon recommends Stable’s virtual mailbox to its own clients
When asked whether she'd recommend Stable to other companies weighing a virtual mailbox, Fuller didn't hesitate. “Absolutely. And we do, to our own clients, which is the best endorsement I can give. We had a call the other day with a company and Stable was a no-brainer for them.”
Fuller said that Stable has allowed Escalon to provide clients with a more streamlined operation, faster turnaround times, and reduced risk exposure. And Escalon's own operation is enjoying all the same benefits.
“Having this as a manual process does not make sense in this day and age,” Fuller said. “Not when Stable is out there.”
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