Leading financial institutions are realizing incredible gains with Encapture; for employees and their customers.

Improving Customer Service Of Prospective Borrowers

As COVID-19 brought rapid disruption to every corner of the U.S. economy, banks were confronted with two issues: managing existing operations with reduced / remote staff while also preparing for a spike in PPP loan activity.

With Encapture, this national bank was able to overcome many operational challenges and support a high level of service throughout the crisis, resulting in a substantial influx of new customers.

They deployed two Encapture products — Requests and the Desktop capture app — to automate the loan origination process and reconfigure its staffing footprint in a matter of days. Encapture allowed branch and remote employees to easily receive, manage, and approve incoming documents from prospective borrowers.

By automating the document capture process, they were able to empower their employees to provide efficient, high-quality customer service during a time of great need and uncertainty. Ultimately, the bank’s executives believe their performance during the crisis enhanced their reputation in local communities and won them thousands of new banking customers.

Product Spotlight: Requests

  • Request documents from customers in a secure, easy, online portal
  • Give customers and employees full visibility into the status of documents and what’s missing
  • Remove the need for employees to spend time tracking down documents
  • Eliminate miscommunication between front
    and back-office operations

Why use Requests?

  • Centralized portal between you and your customers
  • Increase transparency
  • Improve employee morale
  • Maintain an existing system and process
  • Easily scale-able
  • Drastically improves customer service

Operations at a 1,500 Branch National Bank

A national bank, which has more than 1,500 branches in more than a dozen states, was looking to significantly improve operational costs, service levels, and compliance through better deployment of image capture and workflow tools. This mission led them to Encapture, which brought them $4 million+ in annual headcount savings and $750,000 in reduced systems costs.

By deploying Encapture’s “Capture Apps”, they were able to streamline and automate its loan operations workflow and document storage. Like many organizations, they were using a few third-party vendors for various discrete steps in post-close loan processing. Encapture stepped in and created workflow-driven routing between all parties to eliminate documentation errors, clean up communications, and improve customer service

Product Spotlight: Capture Apps

  • Quickly and easily collect documents
    from anywhere
  • Create 100% digital workflows from the
    first touchpoint
  • Eliminate the need to store and transport
    paper documents
  • Consistently capture documents from email,
    scanners, file systems, mobile, and more

Why use Capture Apps?

  • Increased operational efficiency
  • Improved document preparation and verification
  • Better customer service
  • Seamless process standardization
  • Productive workflows
  • Increased visibility
  • Less human error, less reputational risk

Consumer Lending at an International Bank

The bank’s consumer lending group was experiencing low customer satisfaction and high attrition due to its inability to streamline the closing process across its 400 branches. Documents were requested multiple times and often misrouted as they passed from the retail branch to the back-office processing group. Furthermore, the bank wanted a way to virtually facilitate the loan process vs requiring clients to visit a branch.

The bank deployed Encapture across their 5,000 employees to better handle the 65 million documents they received every year. Encapture was also integrated with SAP, their loan origination software, so loan officers could directly upload documents in real-time from their current system. Additionally, Encapture was deployed across 20,000 email inboxes to instantly route documents to the right repository.

The bank deployed two Encapture products — Requests and the Desktop capture app — to automate the loan origination process and reconfigure its staffing footprint in a matter of days. Encapture allowed branch and remote employees to easily receive, manage, and approve incoming documents from prospective borrowers.

The lending group now experiences more complete, accurate fulfillment of documentation requests making for a faster loan review process. As a result, application abandonment rates dropped dramatically and customer satisfaction scores improved. Further, the bank realizes significant cost savings by minimizing the use of back-office staff and reducing paper handling costs, like copies and shipping.

It became easier and more efficient for customers to engage with us – this is good business!

Director, Enterprise Collaboration

Mortgage Lending at a Top 10 Bank

The bank needed a more cost-effective way to grow its $40 billion mortgage lending operation across 7,200 loan officers. Despite hiring substantial manpower to handle back-office processing of large mortgage files, there was a continual struggle to turn around documents in a timely manner, which resulted in delays in closing and lower borrower satisfaction rates.

The bank selected Encapture to deploy machine learning models that automatically sort through and identify hundreds of the most common documents in the mortgage process. Encapture allows loan officers and underwriters to quickly understand what’s missing from a loan package (skipped pages, incomplete signatures) so they can reach back out to borrowers to collect the remaining items.

Using Encapture, the bank can now handle 3x the volume without hiring additional staff and can process over 240k pages per hour while achieving their internal service level goals.

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