for managing Multi-Channel inbound communications
Today’s consumer is used to a world where technology enables the delivery of instantaneous results. They demand this level of responsiveness from the businesses that they engage with. Meeting these expectations is the challenge that faces organisations today, particularly those of scale. How is it possible to give a truly personalised customer experience, that is responsive and timely when there are so many converging communication channels?
The term “Digital Mailroom” is used to describe the method by which companies can automate the capture, classification and dissemination of incoming documents and customer communications within the organisation, regardless of size or number of physical locations.
Using document scanning and document capture technology, companies can utalise a digital mailroom to digitise incoming mail at the point of entry and automate the classification and distribution of mail within the organisation. Both paper and electronic mail (email) can be managed through the same process allowing companies to standardise their internal mail distribution procedures and adhere to company compliance policies.
Every document processed through the digital mailroom is logged at the point of entry. From here we have access to a full audit trail of who has taken an action, when and how long it took. This allows us to track adherence to SLA’s for every document received to ensure targets are being met, or highlight areas for improvement.
The recall of documentation is also vastly improved. Through a quick search, it is possible to quickly retrieve all or any individual documents related to a particular individual or case.
There are often many sub processes to be considered. Often cheques are received that need to be registered and lodged daily. Original items such as passports, drivers licences, keys and valuations are received that need to be photographed and returned to the sender. We have robust processes in place to cover all eventualities.
Key stages in the process
Capture: the process of taking a physical document converting it into an electronic file (PDF, Tiff etc.) for storage in a document management system. More than just document scanning, this process covers email and fax conversion also.
Classification: the process of taking the captured document and trying to automatically identify what kind of document it is. Documents can be largely broken into three categories: structured, semi-structured and unstructured. We use technologies like OCR, ICR, barcodes and template libraries to achieve successful clarification.
Extraction: the process of using OCR and ICR to extract key information from documents such as customer/supplier numbers, invoice numbers, policy numbers, dates, names and many more. This removes the need for manual data entry and results in documents being processed without human intervention.
Workflow: the process of distributing the document to the correct person or department at the right time. The determination of which workflow a document should be sent to is based on the previous stages of classification and extraction. Complex business logic and rules can be applied to cater to individual business needs.
Archival: the process of storing documents in a repository that allows for easy retrieval and secure storage. The captured documents will be stored in their digital form and original documents can be destroyed after an agreed period or stored in a traditional records management setting if the originals are required.
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