United Bank was facing challenges with their existing document scanning process for loan applications, including high rescan rates, long turnaround times, and labor intensiveness. They worked with a systems integrator to implement a new automated document capture system to improve quality, efficiency and ease of use. The results included significantly reduced rescan and processing times, improved image quality, and reduced labor and storage costs, with the system paying for itself within two years.

1. Automa'ng
Image
Capture
in
a
Complex
Lending
Environment
Steve
Stone
United
Bank,
Inc.

2. The
Challenges
Commercial
Loans,
Mortgages,
Direct
and
Indirect
Consumer
Loans
are
drama'cally
different
– 10
pages
to
more
than
1,000
pages
– A
rela'vely
high
frequency
of
non-­‐standard
documents
– Unpredictable
document
delivery
'mes
Document
scanning
was
labor-­‐intensive
and
unreliable
– High
rescan
rate
due
to
jams
and
image
quality
– Need
for
document
iden'fica'on
pages
• Single-­‐use
documents
• Increased
scanned
pages
by
10%
or
more

3. More
Challenges
The
Federal
Reserve
did
not
approve
of
our
previous
aPempt
at
loan
image
capture
– Difficulty
in
loca'ng
items
– Incomplete
scanning
– Inconsistent
image
quality
Turnaround
'mes
for
documents
to
be
converted
to
images
was
between
one
and
two
weeks
We
kept
the
paper
and
the
images
– “Double
Whammy”

4. Our
Objec>ves
Improve
quality
– Image
quality
– Index
quality
– Completeness
Improve
efficiency
– Reduce
labor
costs
– Reduce
turnaround
'me
Improve
ease
of
use
Create
an
image
archive
system
equal
to
or
beBer
than
the
paper
system
we
wanted
to
replace…
…
and
do
it
within
six
months!

5. Vendor
Requirements
ü Demonstrated
experience
in
a
produc'on
image
environment
ü Established
support
organiza'on
–
hardware
and
soXware
ü Willingness
to
work
closely
with
us
on
the
design
of
a
new
workflow
ü Ability
to
integrate
data
with
our
current
image
archive
vendor
(FIS
VisionContent)
ü Track
record
of
rapid
development/deployment
ü Scalable
technology

6. Two
Guiding
Principles
1.
Don’t
“pave
the
cow
path”
– Alphabe'ze
documents
– Log
into
a
separate
system
– Select
cover
sheets
– Print
cover
sheets
– Insert
cover
sheets
between
docs
– Scan
documents
– QC
documents/rescan
as
needed
– Upload
documents

7. Two
Guiding
Principles
1.
Don’t
“pave
the
cow
path”
– Alphabe'ze
documents
– Log
into
a
separate
system
– Select
cover
sheets
– Print
cover
sheets
– Insert
cover
sheets
between
docs
– Scan
documents
– QC
documents/rescan
as
needed
– Upload
documents

8. Two
Guiding
Principles
2.
Make
the
new
system
bePer
than
the
one
it
replaces
– Reduced
prep
'me
– Eliminate
cover
sheets
– Faster
throughput
– Fewer
rescans
– Lower
cost!
Opera>ons

9. Guiding
Principles
2.
Make
the
new
system
bePer
than
the
one
it
replaces
– Reduced
prep
'me
– Eliminate
cover
sheets
– Faster
throughput
– Fewer
rescans
– Lower
cost!
– Higher
resolu'on
images
– BePer
indexing
– Easier
searches
– Faster
turnaround
– Annota'on
Opera>ons
Users

10. Guiding
Principles
2.
Make
the
new
system
bePer
than
the
one
it
replaces
– Reduced
prep
'me
– Eliminate
cover
sheets
– Faster
throughput
– Fewer
rescans
– Lower
cost!
– Higher
resolu'on
images
– BePer
indexing
– Easier
searches
– Faster
turnaround
– Annota'on
Opera>ons
Users
“Win/Win
Situa>on”

11. Who
you
gonna
call?

12. Who
you
gonna
call?
• Hardware
manufacturers?
– We
were
too
small
to
be
of
interest
to
the
big
manufacturers
directly
– Local
distributors
lacked
system
integra'on
capabili'es
• ECM
vendors?
– Already
had
an
archive
system
– Overkill
for
a
loan
image
applica'on
• System
integrators!
– Familiar
with
banking
– Provided
subject
maPer
experts
to
assist
opera'ons
staff

13. The
Implementa>on
Back
File
Conversion
Remote
Document
Capture
Commercial
Loans
Mortgage
Loans
Consumer
Loans
We
are
here…

14. The
Results
ü More
than
200
documents
recognized
§ 8
documents
with
enhanced
data
extrac'on
and
more
on
the
way
ü Rescan
rate
dropped
from
≈20%
to
<2%
ü Scanning
labor
reduced
by
70%
ü Doc
prep
'me
reduced
by
>90%
ü Cycle
'me
for
scanning
reduced
by
80%
ü Image
quality
improved
ü Index
informa'on
improved
ü Paper
storage
costs
reduced
ü Self-­‐funding;
payback
approximately
24
months

15. The
Moral
The
early
bird
gets
the
worm?
All’s
well
that
ends
well?
The
person
who
cleans
up
the
biggest
mess
gets
the
best
story!
Ques>ons?

16. Steve
Stone
EVP
–
Opera'ons
United
Bank,
Inc.
122
Patrick
Street
Plaza
Charleston,
WV
25387
steve.stone@bankwithunited.com
304-­‐720-­‐4510