CHALLENGE
The client, a financial services organization, faced a dramatic double challenge: Manage multiple financial service providers’ closed mortgage books and ensure that the providers would keep treating customers fairly, offering them outstanding service, and supporting them through financial hard times.
The client had to reconcile the providers’ diverse processes, which took place across different locations, using different technologies, by employees utilizing different methods. The client also had to improve processes by digitizing all types and channels of correspondence.
SOLUTION
Exela used high-speed, open-track scanning that could handle mixed, variable-quality documents, classify them, and convert them from paper into digital format. The process used both technology and well-trained people (under a managed outsourcing contract) from Exela’s mailroom.
Exela handled all documents that came by mail and courier from the client’s operational sites. The mail and packages included crucial items such as the client’s contracts, which Exela scanned and forwarded to the client or replaced with surrogate documents.
Our mail services included:
Consolidating three distributed mailrooms into one centralized mailroom that handled 5000 items a dayOpening, preparing, scanning, and indexing items within the client’s workflow platformsClassifying mail items and distributing them to over 200 recipientsAutomating systems to provide straight-through processing
Exela digitized documents according to procedures that the client approved, and we provided them to the client through seamless integration with their systems. To automate document indexing and classification for the large number of unstructured and free-text documents that the customer received, we used “fuzzy logic” and word-recognition learning technology.
To help the client’s employees learn the new procedures, Exela based a team at the client’s site for two months. We set up and managed the mailroom with the client as a third party’s workflow platform was installed. Exela, the client, and the workflow platform provider worked together to help the client meet their goals.
Meanwhile, we digitized and indexed over 200,000 existing case files with over 5.5 million pages of mortgage-related documents. To avoid the risk of moving the paper documents offsite, we digitized them onsite using our in-house scanning technology.