Retail Operations at a Regional Bank
The bank’s central mailroom managed the inflow of over 200 types of documents from 500 retail branches daily. The mailroom was integral to processing new account openings, consumer loans, and other products that were marketed in the branches. The bank needed a way to speed up the closing process while providing visibility to their staff, and customers were complaining of being asked to provide the same documents multiple times.
The bank deployed Encapture across all their bank branches so employees could instantly accept and digitize documents from any touchpoint—email, desktop scanner, or multi-function device (print/fax/scan). Encapture digitally routed the documents to the right back-office team and notified branch staff if any documents were incomplete or missing.
The bank saved over $3 million annually by eliminating the need to courier documents to the central mailroom. More importantly, the branch staff’s ability to immediately process documents and provide context to the back-office led to substantial improvements in turnaround times and customer service levels.
It’s hard to think of an easier way to eliminate millions of dollars of expense with so little disruption—one of the smoothest implementations I’ve managed.
—SVP, Central Operations
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 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 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
Department of Motor Vehicles
The state agency, which oversees vehicle title and registration records for 1.8 million drivers across 200 offices, needed an efficient way to manage their large, diverse sources of paper-based documentation. File storage and retrieval were costly issues with the agency’s essentially manual data capturing system, resulting in poor data quality, lost documents, and delays. The agency constantly received high call volumes from dissatisfied citizens inquiring about the status of their application.
The agency streamlined and modernized its process by deploying Encapture across its 200 offices and integrating with their existing ERP (3M’s MVA Solutions) to seamlessly manage all motor vehicle and driver data.
Using Encapture, copies no longer needed to be made, filed, or stored in the local DMV offices or centralized processing center. As a result, the agency achieved 100% data accuracy and improved processing cycle times from 4 weeks to 3 days.
By deploying Encapture to scan and accurately index documents at the DMV offices where they are originally received, we took a major step toward our goal of ensuring that all essential information used by our department is digitized from the first point of touch.
—Deputy Director, Information Services, Department of Motor Vehicles