Case Study
Digital Mailroom:
Behavioral Health Services
Details
Industry: Behavioral Health Services
Talkspace, a company that provides online and mobile behavioral health services, was looking for an alternative mail management process for a more reliable, scalable approach. They partnered with Recordsforce to streamline operations, improve visibility and tracking, and ensure secure, timely handling of critical correspondence.
Analyzing The Problem
Talkspace was struggling to effectively handle approximately 1,750 pieces of mail per month. They were looking for a partner to help them manage their mailroom to ensure consistent and prompt response time.
Creating A Customized Solution
Talkspace partnered with Recordsforce to ensure the highest standards of security and compliance for their documents. A dedicated PO box was established to receive all incoming mail, which is monitored daily. Our team retrieves the mail each day and securely transports it back to our SSAE-18 Type II compliant facility.
Upon arrival, each batch is logged into our PACE customer portal, providing Talkspace with real-time visibility into document intake and processing status. Their mail is opened, prepped, and scanned using high-speed scanners to create high-quality digital images.
The scanned documents are then routed to our data extraction specialist, in combination with AI, who capture key data fields. Both the images and data undergo rigorous quality assurance review to ensure accuracy and completeness.
Within one business day, finalized digital files and veiled data are delivered to the correct individuals within Talkspace through Recordsforce Cloud, our document management system, which offers an automated notification workflow built within it.
Instant Results
- Reduced Processing Times: All incoming mail is digitized, indexed, quality-checked and delivered within one business day, significantly accelerating internal handling and response times.
- Improved Visibility & Transparency: Real-time tracking through PACE gave Talkspace full insight into document status, eliminating uncertainty and reducing follow-up inquiries.
- Strengthened Compliance & Security: Leveraging an SSAE-18 Type II and HIPAA compliant facility ensured strict adherence to regulatory and data protection requirements.
- Operational Efficiency Gains: With the built-in notification workflow automatically directing documents to the correct recipients, reducing manual sorting and eliminating misrouted mail, Talkspace was able to reduce manual labor, improve turnaround times and create a scalable mail management solution.