Case Study
Digital Mailroom:
Insurance Provider
Details
Industry: Insurance
A start up insurance provider had no way to manage their physical mail. They are a completely remote company and have no physical space to manage their documents. The insurance company wanted an easy way to get their mail, while also finding a way to collaborate more efficiently with their remote teams. They partnered with Recordsforce to manage their incoming mail and deliver only what they needed, digitally. In doing so, the company achieved significant gains in efficiency, productivity and customer service.
Analyzing The Problem
An insurance provider was looking for a partner to handle the collection, opening, scanning and data extraction of approximately 100 pieces of mail per month, including policy documents and claims. They faced numerous challenges due to the fact that their employees were scattered across different locations, and a traditional mailroom would be impractical, hindering the company’s ability to process and respond to mail promptly. Traditional mail forwarding systems would cause significant delays in receiving and processing physical mail, impacting their operations and customer service. They were also concerned over losing important documents and jeopardizing confidential information with a physical mail process. The company also dealt with a lack of collaboration and needed a way to centralize their documents for remote work and effective collaboration among teams.
Creating A Customized Solution
To address these challenges, the insurance company partnered with Recordsforce, a SSAE-19 Type II compliant scanning facility. We established a PO box for their mail to be routed to and monitored the PO box daily. We collect the contents and transport them securely back to our processing facility. Once received, batches are checked into our PACE customer portal so the insurance company has complete visibility over their documents being processed in real time. Mail is opened, documents are prepped, and then scanned through our high-speed scanners. The images are delivered to our data extraction teams to capture the required fields (first name, last name, DOB, etc.) The digital images and data are quality reviewed for accuracy and then delivered to the insurance company via a notification workflow built into the Recordsforce Cloud document management system within one business day. This ensures that their mail is going to the right person within their organization, automatically.
Instant Results
The implementation of the digital mailroom solution yielded significant benefits for the insurance company. Not only did they save time and money by not trying to handle their manual mail process on their own, they now have a solution with robust security measures to protect their sensitive information and ensure compliance. The workflow automation streamlined the mail handling process and reduced manual intervention, speeding up the process while also giving them the collaborative tools needed to centralize communication and enhance coordination to create seamless teamwork among remote employees. The insurance company is also now able to respond to customer inquiries, claims and policy-related requests faster than ever before increasing customer satisfaction and retention rates.