1. Results at a Glance
FINANCIAL SERVICES
The Challenge:
• The company realized it had to
continue to find ways to innovate and
optimize paper-driven business
processes across the globe in order to
ensure the level of customer services
required to maintain the company’s high
value brand
The Solution:
• Today, documents supporting business
processes such as: new applications,
merchant disputes, customer
remittance, proof of ID, customer
queries are ingested across over 100
sites worldwide to a central location
where they are indexed and
automatically routed to the specialized
teams for onward processing.
Global Credit Card Provider
• Respond within hours rather than days to customer
and merchant inquires across many business processes
• Automated processing of global documents supports
timely compliance with regulations and allows business
units to provide trend information
• Increased process efficiency allows customer service
representatives to spend more time servicing the customer
rather than looking for a document
Editor's Notes
Blinded
Customer Industry
Financial Services
Location
UK
Products
Kofax® Capture™
Kofax Transformation Modules™
Third Party Products
Unisys InfoImage
Users
100+ users in various departments
Contact
Alex Woolfenden (alex.woolfenden@kofax.com)
Challenges
A global credit card provider needed to collect documents from customers and merchants across various business processes including, new applications, merchant disputes, customer remittance, proof of ID, customer queries. These documents had to be collected from over 100 countries and routed to the correct teams so customer service representatives could work the task. The documents arrived as paper, fax and email and all needed to be routed efficiently to support timely customer service and compliance with regulations. This was critical as the company has a high value brand associated with ultimate customer service.
Solution
The company deployed Kofax across over 100 sites to act as the central system to manage the ingestion of the disperse sources of documents. Once centralized the documents were then available for specialist teams to index key data. The documents were then automatically routed to the correct teams for onward processing. This meant the company could respond within hours of receipt rather than days. This could not have been achieved without Kofax.
Benefits
Massively speed up response time to customers & merchants across many business processes.
Supported the business model of having global specialist teams for specific business processes.
Centralized control and view over document volumes and sources which can be made visible to the business units to provide trend information.
A platform to provide expanded services, such as mobile capture.
