Iron Mountain Customers Share Document Management Best Practices

1. Document Management
Showing the Way
Solutions
Iron Mountain Customers
Share Document Management
Best Practices

2. Welcome
As I meet with Iron Mountain customers, I’m often struck by how invested organizations are in ensuring
that their information management processes and technologies are up to date with current storage,
protection and management approaches, as well as all relevant regulations.
In fact, the one question I hear most often with regard to this concept is, “What are you doing for my
peers and competitors that you could be doing for me?” People simply want to be sure that they are
keeping pace with their industries and leveraging best practices whenever and wherever possible,
and the worldwide leader in information management services certainly seems like a good place for a
reality check.
We have history and expertise in acting as a trusted advisor for customers the world over and partnering
with them to solve real-life information management challenges, so they can realize greater value
from both physical and digital assets. In fact, this is a commitment you can see reaffirmed in 2011 — and
beyond — in the form of such new capabilities as our Litigation Support and Accounts Payable solutions,
as well as our applications for dispute resolution, contracts, mortgage and insurance.
But, even with our proven best practices and a consultative approach that really gets to the heart of
each individual environment, we find our customers curious to learn more in terms of customer stories
and insights.
They want to know how others are finding success in solving tough business issues, such as:
— Addressing relevant regulatory and compliance risks and responding to litigation
— Facilitating easy access to information from anywhere
— Cost-effectively scanning the files they need when they need them
— Converting physical files to digital
— Seamlessly managing active and inactive files
It’s this overwhelming interest in real customer applications and installations that inspired us to create
this book for you. In the following pages, you will see how different organizations are addressing their
document management needs and the benefits they are deriving from their solutions. And no matter
your sector, size or specific needs and requirements, we encourage you to use their stories to challenge
us and help us help you.
Enjoy the book, and best wishes for continued success,
Chris Churchill,
Senior Vice President of Document Management Solutions
Iron Mountain

3. Even in the midst of the Knowledge Economy,
or perhaps more accurately because of it,
professionals spend a considerable amount of their
time searching for information.
They report that there is simply too much content in too many formats and
places. It’s there to be used, but it’s not useful for the people who need it.
That’s because business-critical information in many organizations is simply too
disjointed, dispersed and diverse to be of much real value.
But, that’s not to say that all enterprises are challenged in this area. Some have
benefited from the intellectual property and best practices that leverage Iron
Mountain’s long and varied history in lifecycle-based records management,
helping to bring together their physical and digital records and identify and
implement an appropriate migration path to electronic records.
Our Document Management Solutions (DMS) have helped these industry giants
and innovators create comprehensive, fully integrated programs that deliver
complete visibility and access to all their business records — no matter the form
they are in or where they reside.
They enjoy a single vendor helping them manage their transition to electronic
processes, with no unnecessary transportation or break in the chain-of-custody
of their records. And because Iron Mountain can also provide intelligent
scanning services, some customers are even further simplifying their document
management processes.
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4. We’ve helped enterprises
evaluate their existing
document management
environments and related
costs and assess their
long-term needs.
Iron Mountain’s customers are achieving real competitive
advantage and big business results via end-to-end,
lifecycle-based document management solutions that are
customized to address their specific needs and feature:
— Active Records Management, via ActivFile® Solutions, a fully outsourced, active records
management program that helps keep costs low by consolidating, organizing and indexing paper documents
and archived and on-demand images.
— Intelligent Document Conversion, which significantly reduces document access times, and
improves both access and security for such key records as contracts, human resource files and invoices
by converting them into electronic form.
— osted Image Archiving, via Iron Mountain’s high-capacity, high-availability Digital Record Center®
H
for Images, which provides long-term storage and anytime, anywhere access and retrieval of archived
documents.
—
Records Management Software, via Accutrac® Software, which centralizes tracking,
management and application of policy (including holds) to all records — active and inactive and throughout
their entire lifecycles — regardless of location.
— ocument Workflow Consulting, which leverages our document management experts to
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streamline business processes, enhance workflows, improve operations and support overarching business
strategies.
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5. Then, we work with them
to develop a managed
solution that supports
their business goals while
complementing their
strengths and resources.
Iron Mountain’s DMS
customers are integrating
WHERE
physical and digital records to: Onsite
Offsite
– mprove employee
I Centralized
Distributed
productivity with fast,
distributed, simultaneous
WHAT HOW
access to all records,
Active files File Room Management
regardless of format Inactive files Document Conversion
Hybrid records Image Hosting
– rotect their business with
P
enforced compliance and
disaster recovery strategies Iron Mountain’s Document Management Solutions integrate
physical records management, imaging and electronic
storage, managing our customers’ information throughout
– ave time and money by
S their lifecycles. Our solutions make information more
implementing a solution accessible and actionable, increase compliance and security
and improve workflows and business processes, thereby
more quickly and with little reducing the total cost of information management to help:
or no capital investment — Improve efficiencies
— Decrease risk
— Reduce costs
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6. Infuse Efficiencies for
Improved Operations
It’s stunning to know In a world where efficiency is king, these figures provide telling proof that
many organizations continue to struggle to optimize people, processes
that 80 percent of and technology resources.
Companies must rethink how they access, manage and store the
corporate employees countless physical records found across departments and locations. In
fact, employees the world over are wasting valuable time each day on
waste upwards of 30 these unproductive tasks — which only serves to reduce the amount of
time they spend making valuable contributions to the organization.
minutes each day With a wide array of document imaging and storage capabilities, Iron
Mountain has helped companies across industries and geographies
retrieving information, drive efficiencies and optimize their most valuable internal resources.
Using a collaborative approach that considers our customers’ business
while another 60 percent requirements and technology investments, we develop end-to-end
imaging workflows that take physical documents — in whatever their
spend over an hour present form might be — and convert them to the proper electronic
format. These images are stored in secure, digital archives and made
duplicating the work of available on demand throughout the organization. This approach gives
businesses a streamlined, logical process to follow for all records access,
helping to increase efficiencies and improve responsiveness.
their colleagues. 1
As we have demonstrated through hundreds of successful customer
engagements, our innovative, best practices-based imaging and storage
solutions provide the capabilities organizations rely upon to streamline
processes and focus internal resources where they are needed most.
1
K
ingsley Martin. “Show Me the Money – Measuring the Return on Knowledge Management,” http://www.llrx.com/features/kmroi.htm.
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7. Lahey Clinic
customer challenge While this imaging program helped Lahey create
Lahey Clinic, a non-profit group practice based a digital set of its most recent records, it did not
in Massachusetts, wanted to connect patient yet have a streamlined process for converting and
information across various silos and improve delivering the information contained in its over
continuity of care, while streamlining its transition 1.2 million existing paper records — many of which
to an Electronic Medical Record (EMR). concern patients with chronic illnesses and must
therefore remain open for some time.
Iron mountain solution
We implemented the Iron Mountain Image on To realize its goal of delivering the most important
Demand™ solution to digitize paper-based records data to the point of care, Lahey opted to work with
on an as-needed basis and quickly deliver the most Iron Mountain, its long-time information management
important data to the point of care. partner, to develop a paper-to-digital workflow that
creates electronic abstracts of the most pertinent
benefits
areas of paper-based patient records.
The Image on Demand solution helped Lahey
improve access to patient information and created At the heart of this process is our Image on Demand
a comprehensive patient record that furthers its solution, which enables Lahey to digitize select
EMR transition. portions of a patient record, develop an electronic
abstract and move these images to its EMR system.
This process ensures that, once uploaded, the
With more than 5,000 physicians, nurses, therapists abstracts are instantly available to all clinicians in a
and support staff working together to provide single system throughout the continuum of care.
compassionate care and superior patient outcomes,
The Iron Mountain Image on Demand solution has
Lahey Clinic gives its patients access to leading
delivered significant benefits to Lahey in the form
physicians who use a consultative approach to
of timeliness and accessibility of information. In the
develop personalized, individually focused treatment
first months after deployment, Lahey uploaded well
plans. To ensure that its clinicians have access to
over 7,000 images to its EMR system. Having this
the proper patient information, Lahey established a
information on hand greatly improves accessibility,
document conversion program designed to create
leading to an optimized workflow and — ultimately —
electronic versions of the paper records generated
better patient care.
whenever an individual was admitted to the hospital.
“ dopting Image on Demand is critical to bridging the gap
A
between paper and electronic records and providing the highest
standards of patient care. Iron Mountain is helping Lahey
Clinic to successfully prepare its EMR, and extend its benefits
to our patients.”
— Lori P. Jayne, Director of Health Information Management and Privacy Officer, Lahey Clinic
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8. Motley Rice LLC
customer challenge maintained two facilities for storing and servicing
The task of managing records internally was pulling records. In 2007, Motley Rice decided it was time
resources away from Motley Rice’s core business. to bring in outside document management experts
In order to reduce expenses and improve operating to manage their records in order to streamline
efficiencies, they decided to partner with an outside operations.
expert to manage their records program.
Motley Rice was already using Iron Mountain for tape
Iron mountain solution backup services, as well as some records storage
Iron Mountain helped design and manage a new services, so it made sense to consolidate the records
storage facility, using secure, cost-effective best services with one trusted vendor.
practices to handle both archived and open case files,
Iron Mountain helped design the internal layout of the
and provides tape backup and shredding services for
facility and took over the daily operations, including
the firm.
management, staffing and related services. Initially,
benefits the onsite records center managed only archived files
Iron Mountain’s Document Management Solutions but our services have been so successful that Motley
streamlined Motley Rice’s services, improved Rice is transferring open files to the center as well,
efficiency and effectiveness and have allowed the using Iron Mountain’s ActivFile Solutions, allowing
firm to better focus its litigation team on its law the firm to save more office space and improve
practice. efficiencies even further.
The level of service provided by Iron Mountain allows
Motley Rice to focus on its growing practices and
Like most law firms, Motley Rice depends on secure,
serve its clients more effectively. Perhaps the biggest
accessible records. But because the firm handles
benefit of all is peace of mind. Iron Mountain ensures
many long-running and complex cases, such as
that files are consistently managed using best
asbestos lawsuits, records management is especially
practices that meet compliance requirements.
important. To manage these records, Motley Rice
“ ur first goal was to streamline operations, and we definitely
O
achieved that. We were also able to reduce expenditures by
having Iron Mountain manage the facility.”
— Hillarie Stecker, Director of Litigation Support, Motley Rice LLC
80% of employees waste 30 minutes
each day retrieving information.
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9. Parker Hannifin Corporation — Transportation and
Logistics Department
customer challenge the company contracts the services of multiple
The transportation and logistics department of third-party carriers, all of whom must send a CD to
Parker Hannifin Corporation, a leading global corporate headquarters with details of the numerous
manufacturer of motion and control technologies and shipping transactions from the previous month.
systems, was seeking a better means of managing
This structure exposed Parker Hannifin to the risk
international import documents.
of unannounced audits by US customs and border
Iron mountain solution protection — which requires documentation be
Iron Mountain developed a solution that utilizes presented within 30 days or be subject to regulatory
our Digital Record Center for Images as a central penalties of up to $5,000 per transaction. To find a
repository for electronic shipping information from solution to streamline and remove risk from its import
third-party brokers. documentation process, Parker Hannifin turned to
Iron Mountain.
benefits
Through an accessible, centralized online repository We leveraged our Digital Record Center for Images
of all international shipping information, the to act as a central repository for all of the company’s
transportation and logistics department gained import documentation — replacing the need for
greater efficiencies, improved compliance and brokers to send a monthly CD with online access
avoided many of the penalties associated with to documents for indexing, storing and auditing
failed audits. purposes.
Together, these capabilities have enabled Parker
Hannifin’s transportation and logistics department
Because Parker Hannifin Corporation ships a large
to increase the availability of international shipping
volume of product internationally, the ability to
information, improve the speed with which it can
effectively manage customs documentation for
respond to customs requests — and avoid the fines
each of the countries in which it does business is
and penalties related to providing insufficient
an essential component of a smooth operation.
documentation during audits.
Complicating this matter, however, is the fact that
“ n the past it could be days before we got our hands on the
I
documents that we needed to supply to customs, and now that
transpires in a matter of minutes.”
— Craig Schau, Manager, International Trade Compliance, Parker Hannifin Corporation
9

10. A Mutual Life Insurance Company
customer challenge The company chose Iron Mountain for this project
One of the nation’s largest mutual life insurance based on our methodology and two-stage solution that
companies wanted to enhance the availability and focused on relocating records to a low-cost facility and
management of the more than seven million active developing a comprehensive imaging system. During
policy files it was storing on an outdated the relocation process, all records were inventoried,
retrieval system. verified and affixed with barcode labels. We audited
the process each step of the way to ensure that the
Iron mountain solution
files were moved efficiently and accurately from the
Iron Mountain managed the relocation and organization
insurer’s location to our facility.
of the insurer’s files and delivered an imaging solution
that provides quick and easy document retrieval. The imaging system we implemented creates, stores
and distributes more than 30,000 images daily,
benefits
providing the company with quick and efficient access
The company realized dramatic improvements in
to policy folders for both service branches and the
the speed with which records are accessed — cutting
company’s corporate office.
average retrieval times from three days to 24 hours.
Thanks to new technology and a best practice-based
records management process, the insurer realized
With over seven million active policy files stored in financial savings and improved quality of service and
a 69,000 square foot facility, the sheer volume of records access. Furthermore, the system improved
physical records and the size of the storage facility retrieval time for paper records from three days to
made the process of accessing records a slow, 24 hours, and delivered instant access to digitized
inefficient one that could take upwards of three days to documents and policy folders.
complete. These realities caused the insurer to rethink
its record management polices and focus on ways to cut
costs, drive efficiencies and improve service levels.
The insurer improved retrieval time for paper records from
three days to 24 hours, with instant access to digitized
documents and policy folders.
10

11. A Financial Services Firm
customer challenge At these sites, Iron Mountain employees are
A leading US-based financial services firm helping the firm with various records program
with operations in more than 100 countries management tasks, including defining policies
wanted to outsource its records program and workflows, developing retention and
management operations, so it could improve destruction schedules and much more.
compliance, streamline processes, reduce
benefits
costs and free up more internal resources to
As a result of this outsourced records
focus on its core mission.
program management engagement, the
Iron mountain solution firm is able to help users become more
Already an Iron Mountain customer, the firm self-reliant, streamline the development
opted to expand the relationship by working and implementation of records retention
with us to develop a fully managed records schedules and better support office closings
program management function. As part and relocations, as well as divestitures and
of this engagement, we sourced key team acquisitions.
members to work directly with the firm at its
headquarters and major operating centers.
A Publishing Company
customer challenge comprising an estimated 575,000 pages —
A world-leading publisher of scientific, the publisher looked to Iron Mountain for
technical and medical information needed to help. We responded with a solution that
standardize and streamline publisher-author applies a best practice-based approach to the
contract management, administration and management of the document conversion
storage, so it could more efficiently process process, including formatting and uploading
royalty payments and accurately respond to to the company’s corporate image repository.
author requests.
benefits
Iron mountain solution Today, this major publisher enjoys the
When it realized that non-standard, benefits of a consistent, centralized and
decentralized contract management and easily accessible contract repository — one
storage approaches were hindering its ability that boosts productivity and streamlines
to operate efficiently and limiting service and supports publisher-author relations
quality – especially when faced with an via standardized and properly indexed
initiative to relocate some 32,000 legal files documents.
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12. Schering-Plough Corporation
customer challenge an imaging solution that digitizes and stores roughly
Schering-Plough, a major international pharmaceutical 6,000 accounts payable documents each day, making
company, wanted to modernize a microfilm-based them available on demand to the hundreds of authorized
accounts payable system to shorten processing time, employees at company locations throughout the country.
improve productivity and provide its employees with
benefits
self-service capabilities.
Our document imaging solution helped Schering-Plough
Iron mountain solution reduce costs and improve operational efficiency. In
Citing the successes Iron Mountain has had helping addition, the company has extended the solution to
similar companies securely and efficiently scan and support asset forms, property and equipment processes,
store critical documents, Schering-Plough turned to approval authorizations and several other applications.
us to guide the project. We designed and implemented
“ ow that we see the power of Iron Mountain’s Document
N
Management Solutions, we want to grow them as much as possible.”
— Carl McAvoy, Senior Manager of Global Administrative Services, Schering-Plough Corporation
A Global Professional Services Company
customer challenge helped the company implement a hosted image
Faced with the impending move of its shared repository — leveraging the Iron Mountain
services center to a much smaller location, a Digital Record Center for Images — that provides
leading global professional services organization secure, rapid access to digitized versions of its
needed to transfer such critical documents as critical records.
intern and candidate applications, employee files
benefits
and I-9 forms to a new storage facility — without
With our help, the professional services
hindering its ability to respond quickly to corporate
organization was able to free up valuable space in
and employee requests.
the new, smaller shared services center, alleviate
Iron mountain solution security, compliance and chain-of-custody
After assessing the organization’s needs, taking key concerns, provide fast document access at remote
customer contacts on a tour of two Iron Mountain offices and respond to employee and corporate
facilities and demonstrating our scanning process, requests in a timely manner.
chain-of-custody and security measures, we
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13. A Worldwide Financial Institution
customer challenge and uploaded the most critical documents to
Following a compelling event, a worldwide an image repository for on-demand access.
financial institution sought to reengineer its Following this first step, we helped the
records management program to enhance company image and store the remainder of
security and compliance — and make human its human resources documents for efficient
resource information more readily available to retrieval across the organization.
employees in remote offices.
benefits
Iron mountain solution Since this latest implementation, the institution
An Iron Mountain customer since 1989, the has imaged over five million documents,
company once again turned to us to help it electronically backed up each file and
execute this new program. In response, we securely stored them all in a centralized
worked with the institution to devise a hybrid image repository to speed response to human
document management solution that scanned resources requests.
“ nce documents are uploaded, people can access what
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they need from their desktop. That was the big value
I saw, having things immediately available without
needing to request them.”
— Vice President, Document Management, Worldwide Financial Institution
A Global Energy Company
customer challenge assistance. We responded by developing a
In response to the relocation and solution based on our Backfile Conversion
consolidation of an office into a smaller service, which outlined a phased, project-
space, the treasury department of a global based workflow for the fast, cost-effective
energy company needed a better way of bulk conversion of existing physical records.
storing and sharing key hardcopy financial
benefits
documents — without limiting their availability
With its Backfile Conversion program in place,
or accessibility.
the energy company was able to maximize
Iron mountain solution the value of its limited storage space, while
Sensing the challenges inherent in storing continuing to provide users in multiple
a large amount of existing information in a locations with quick and easy access to
significantly reduced footprint, the energy electronic images of critical documents.
company turned to Iron Mountain for
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14. A Worldwide IT Company
customer challenge vaults for scanning as business needs dictate. In
After accumulating volumes of microfiche images addition, the solution arranged for the upload of
of decades-old human resources files, a worldwide all scanned documents to a digital archive, where
IT company realized that the time had come to they are accessible on demand to employees in
implement a new model that would digitize these the company’s human resources and benefits
critical records, eliminate the aging equipment departments.
needed to view them, provide broader records
benefits
access and speed responses to increasing human
After implementing the hybrid solution, the IT
resources requests.
company became better positioned to meet the
Iron mountain solution compliance requirements associated with its human
We worked with the IT company to develop a hybrid resources files, drive efficiencies, quickly respond
solution that focused on backfile scanning of only a to requests and provide higher quality service to its
portion of the microfiche and storing the remaining employees.
files in one of our climate-controlled underground
A Sales and Marketing Support Firm
customer challenge that leverages our Backfile Conversion
The HR department of a firm that provides service and Digital Record Center for Images,
targeted market data to organizations across enabling the firm to create electronic
the globe was looking for a way to make the versions of the legacy personnel records
legacy, paper-based personnel files residing and host these in a central repository that is
in three separate locations more accessible readily available to users in all areas of the
across the business. organization.
Iron mountain solution benefits
Recognizing the need for a partner who could This new solution has not only helped the
adapt proven information management best firm gain better control over its existing
practices to its HR department’s unique HR documents, it has also provided a
needs, the firm sought the guidance of streamlined, cost-effective means of making
Iron Mountain. After assessing its unique important information available wherever and
requirements, we implemented a workflow whenever it is needed.
14

15. A Worldwide Energy Company
customer challenge We worked with the company to devise a plan that
A worldwide energy company was looking to reclaim managed the onsite packing and categorization of
valuable office space and create a more streamlined physical records, as well as the shipment, storage
means of managing and distributing the contracts and backfile and day-forward scanning of the paper
it stored onsite, in 40-plus filing cabinets — and documents at our facility.
improve its ability to locate and deliver documents to
benefits
satisfy internal requests.
This end-to-end document management solution
Iron mountain solution helped the company improve the overall quality of
Realizing that it needed faster document retrieval its records management program, streamline access
and transport processes, the company asked Iron to important records, accelerate business processes,
Mountain to help it create an efficient conversion speed responses to internal requests and focus more
program for backfile and day-forward scanning. attention on core business processes.
60% of employees spend an
hour or more duplicating
the work of others.
15

16. Mitigate Risk for Better
Compliance and Governance
With trillions of paper Each time this happens, companies not only face steep financial
penalties, they also incur high levels of organizational risk that can result
documents circulating in significant legal repercussions and cause irreparable damage to brand
reputation and customer relationships.
throughout businesses And yet, with such a large percentage of corporate memory continuing
to reside on paper, it looks as though organizations will be contending
in the United States, with the legal, regulatory and compliance risks associated with lost or
damaged physical records well into the future.
it’s only natural that a Iron Mountain has helped organizations in various industries and
locations reduce risk by providing a broad portfolio of document
significant percentage conversion, transport and storage capabilities. We create and implement
comprehensive imaging workflows that leverage a best practice-
will be lost or misfiled. based approach to document preparation, scanning, filing and quality
assurance. In addition, our specialty fleet of vehicles transports
physical records following a firm, auditable chain-of-custody that
ensures optimal levels of safety as documents move from customer
sites to one of our facilities and back again. And finally, we build storage
facilities with security in mind — providing the confidence that physical
records are being housed in a manner that keeps them safe and out of
harm’s way at all times.
What’s more, we take a practical approach to litigation preparedness that
delivers the resources you need to manage the request and discovery
processes and effectively supply evidentiary data for pending litigation.
This helps you contain discovery costs, minimize information volumes
and create a legally defensible program that is supported by well-defined,
consistently applied policies and procedures.
As our experience shows, the combination of our imaging, transportation,
storage and litigation readiness processes and best practices provides
organizations with a secure, reliable means of safeguarding documents
and reducing their overall risk profiles.
16

17. A Global Provider of Healthcare Products
customer challenge files left its facilities. As concerns about the risk
The diagnostics division of a leading multinational associated with this process grew, the company
provider of healthcare products and services requested proposals from several vendors it thought
was seeking a cost-effective, reliable document could streamline the conversion process.
conversion solution that drove efficiencies and
Among all of the vendors to reply to the RFP, only
enhanced records security.
Iron Mountain proved it could address the company’s
Iron mountain solution concerns about process, security and cost. We
Iron Mountain delivered an integrated, fully managed established an integrated workflow that begins with
approach to document conversion that employed the files being boxed onsite at company headquarters
safe, efficient processes and the technology required and transported in secure vehicles to one of our
to meet the company’s needs. Records Centers. There, documents are prepared,
scanned, checked and indexed using digital coding
benefits
and merging, reducing conversion costs and the
With Iron Mountain’s solution in place, authorized
potential for re-keying errors.
employees gained better access to business-critical
documents, improving productivity while reducing Upon completion, a DVD of the material is sent to
costs and eliminating various exposure points. the company and loaded into its computer system,
making it immediately available to authorized users.
Both the original documents and backup DVDs are
With business and research facilities headquartered stored at the Iron Mountain facility, ensuring full,
hundreds of miles apart, and additional facilities rapid recovery in the event of a disaster or disruption.
located throughout the world, the diagnostics division
Following the implementation, the company’s
of a leading healthcare products company relies
essential documents are now converted more quickly,
on digital imaging to give authorized employees
efficiently and with higher quality. What’s more, the
immediate access to essential company documents.
secure workflow helps to ensure that documents
However, as physical documents expanded in both
remain safe, and sophisticated encryption technology
volume and diversity, the company experienced long
permits only authorized users to access company
delays in converting, shipping and storing documents,
information online.
which created apprehension about security as the
A Major Sporting Goods Retailer
customer challenge leveraging the combined resources of seven of our
A leading retailer of name-brand sporting goods imaging centers, which worked together to prep,
was involved in a legal discovery project that image and index all 60,000 files — and save them
required some 1,400 cartons containing more than to a secure FTP site, burned DVD or external hard
60,000 employee records to be imaged, indexed drive within the required timeframe.
and delivered to internal counsel in two weeks.
benefits
Iron mountain solution With our help, the retailer was able to deliver the
Recognizing that there could be no delays in records needed to support the litigation event,
preparing this immense volume of records to while avoiding the risks and penalties associated
support litigation efforts, the company turned with failing to provide the required information
to Iron Mountain for help. We responded by within the prescribed timeframe.
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18. A Leading Pharmaceuticals Manufacturer
customer challenge associated with each file and putting everything
One of the world’s leading pharmaceuticals into storage cartons for shipment to Iron Mountain.
manufacturers needed a solution that could Next, we scanned carton- and file-level data into
effectively convert more than 25 million paper-based our SafeKeeperPLUS® inventory-control system
intellectual property documents into the proper for greater tracking accuracy. The documents were
digital format — and deliver the appropriate indexing, then prepared, scanned, indexed and uploaded to an
tracking and online security capabilities. image archive and stored in a secure facility.
Iron mountain solution benefits
Recognizing the critical importance of the In the end, the company achieved centralized control
company’s IP, Iron Mountain implemented a multi- over its important records and improved its safety
phase solution that managed the full scope of the through encryption and other electronic security
project. The first step was to create a file-level methods — helping it reduce the risk that these
inventory of all documents by scanning the barcodes records could be lost or compromised.
A Global Communications Company
customer challenge we tailored our proven imaging best practices to
To support the creation of two distinct new business the company’s unique requirements — creating an
units, a global communications company was tasked outsourced solution that scanned and properly
with locating relevant patent documents dating categorized more than 130,000 patent files.
back more than 80 years, and separating, scanning
benefits
and refiling each by the end of 2010 — all while
Our customized imaging solution helped the
maintaining an unbreakable chain-of-custody.
communications company isolate, scan and store
Iron mountain solution the required patent documents well ahead of the
An Iron Mountain customer for more than a decade, end-of-year deadline, enabling it to launch the new
the company turned to us once again to help it business units with the confidence that the proper
execute this complex, critical effort. To this end, supporting information was available.
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19. A Leading Insurance Provider
customer challenge responded with a solution that scanned all
Facing a class-action lawsuit, a leading 400,000 claims forms — creating a total
insurance provider needed to retrieve of over 200 million images — and reboxed
more than 400,000 hardcopy claims forms the hardcopy records following our proven
residing in multiple storage facilities, and information management best practices.
image them within a 60-day window.
benefits
Iron mountain solution With Iron Mountain’s help, the insurance
Due to the distributed nature of the records company was able to provide the records
in question — and the lack of standardization needed for the lawsuit before the 60-day
with which they were stored — the insurance deadline, increase process efficiencies,
company enlisted Iron Mountain to guide reduce risk and better prepare itself for
the retrieval and imaging processes. We future litigation and audit events.
A Nuclear Energy Company
customer challenge conversion of documents across formats and
A US-based nuclear energy company was media and post-scanning document storage
looking to reduce the risks associated with the at a secure facility.
onsite storage of Design Change Revisions —
benefits
documents, drawings, photographs, reports
By converting its Design Change Revisions,
and more pertaining to the ongoing design
the energy company enhanced the security
and improvement of the plant.
of its backup media and provided remote
Iron mountain solution access to authorized users. In addition,
Leveraging its experience in the nuclear the company has been able to capture and
utility industry, Iron Mountain designed an preserve existing documentation with a
imaging program that included transportation reduced footprint, while eliminating the risks
between the company’s site and our associated with storing copies of these vital
specialized underground storage facility, records onsite.
19

20. An International Security Company
customer challenge of completed images that follows a
An international manufacturer of secure chain-of-custody every step
security systems and software, of the way.
hardware, automatic entrances and
benefits
residential safety products needed
Iron Mountain’s solution helped
to safeguard its master lock
the company free up valuable
codes — the codes used to reset a
office space and ensured the
malfunctioning locking system —
safety of its critical master lock
by eliminating paper documents
codes in the event of a disaster.
and developing backups of these
Additionally, the company was
vital records.
able to more efficiently process
Iron mountain solution and fulfill requests for master lock
Iron Mountain delivered a solution codes, leading to improvements in
comprised of our Document customer service.
Conversion Services and transfer
An Academic Research Center
customer challenge program that preserved the notebooks while
One of the world’s premier centers for the maintaining easy access. We delivered a
study of alcohol and substance abuse wanted solution that converted the lab notebooks for
to safeguard the information contained in high availability and created additional offsite
its laboratory notebooks — vital records copies for disaster recovery purposes.
containing key research data — without
benefits
limiting its availability to the scientific
With our help, the research center was able to
community.
preserve the content of notebooks via high-
Iron mountain solution quality images, protect information integrity
Knowing that it needed to ensure the ongoing during the imaging process through a tight
recoverability and availability of these chain-of-custody and ensure the long-term
documents, the research center looked to preservation of these important documents —
Iron Mountain to provide a secure imaging all while assuming a lower overall risk profile.
20

21. A Hospital Based in the United States
customer challenge benefits
In order to address an urgent internal litigation By working with Iron Mountain, the hospital was
issue, the chief privacy officer of a US-based able to avoid the penalties associated with the
hospital needed to quickly image roughly failing to provide the necessary documents for this
1,800 patient files — each of which contained particular litigation request by obtaining the
approximately 125 pages — in 10 business days. proper electronic records and delivering them
ahead of schedule.
Iron mountain solution
Within eight days, the Iron Mountain team had
not only assessed the client’s needs, but also
completed the entire imaging process and placed
all converted records onto four DVD sets — and
delivered it all to the hospital before the deadline.
A Major US Professional Sports League
customer challenge records across the user base. In addition, the new
A national sports organization was faced with release of Accutrac included an imaging integration
the challenge of managing large volumes of that provided a unified interface from which to
confidential paper and electronic contracts across manage paper and electronic records.
multiple departments, while providing roughly 100
benefits
employees with the ability to manage emails as
By implementing the latest version of Accutrac,
records from their desktops.
the sports organization was able to better manage
Iron mountain solution large volumes of contracts, regardless of format
Iron Mountain proposed a solution where the sports or location, enabling it to more effectively address
organization would upgrade to the latest version of compliance-driven requirements for legal holds and
our Accutrac Software, which featured a new web helping it improve overall business processes.
interface that streamlined the process of rolling out
21

22. An International Energy Company
customer challenge imaging of all boxed records. This comprehensive
In order to provide the information required for a solution allowed the company’s attorneys to review
litigation event, an international energy company the scanned contents of the boxes — some 12 million
needed a streamlined way to access, review and images in all — at our facility and determine which
isolate pertinent content on records contained within were most relevant to the case.
more than 8,000 storage boxes.
benefits
Iron mountain solution By partnering with Iron Mountain, the energy
To help the energy company navigate this massive company was able to simplify a considerable legal
catalogue of information, we employed a process discovery task — and eliminate the financial and
based on the Iron Mountain Litigation Support brand liability associated with any delays in providing
Solution that addressed the staging, review and information required for the matter.
A Global Technology Leader
customer challenge than 30,000 records and the development
With its contracts and agreements created and of a workflow for scanning and indexing 2,500
stored in 20-plus locations worldwide using new records per week. In addition, we provided
cumbersome manual processes, a global technology a robust image archive for easy search and
firm needed a means of accessing contracts in a retrieval, and supplied offsite storage at one of
timely manner to better support business initiatives, our secure facilities.
compliance requirements and legal actions.
benefits
Iron mountain solution The Iron Mountain solution facilitates the timely
Iron Mountain helped create an end-to-end solution destruction of paper and electronic records — in
for capturing, managing and providing secure, keeping with the customer’s retention schedule —
distributed access to contracts and agreements. enhancing compliance while reducing exposure to
The solution included a one-time conversion of more discovery and litigation risks.
22

23. An International Consulting Firm
customer challenge process that managed all
Faced with reductions in the preparation, scanning, indexing
space it used to store employee and quality-control functions.
benefit records, an international
benefits
consulting firm wanted to create a
By implementing a comprehensive,
centralized digital archive of these
secure document imaging and
documents for greater overall
storage solution, the firm was
access and security.
able to enhance the control and
Iron mountain solution security of its vital records.
Due to the sensitive nature of
the files, the firm enlisted Iron
Mountain to develop a workflow
A US-based Energy Provider
customer challenge help. We created a solution that collected and
Due to a government inquiry, an energy converted these documents to an electronic
provider operating within the US was required format, enabling the company to quickly tag
to submit documentation pertaining to how the information related to testing procedures.
recently each section of its transmission
benefits
network was tested.
This comprehensive imaging solution
Iron mountain solution helped the energy provider streamline
Since complying with this directive required the administration of a vast array of
the energy company to locate specific pieces records, improve the accessibility of critical
of information distributed across 20 field information — and, most importantly, avoid
offices and 1.25 million documents — many the nearly $4 million fine associated with
of which were aging, in delicate condition or failing to provide the required documentation
in folded, oversized blueprint formats — the in a timely manner.
energy company turned to Iron Mountain for
23

24. Cut Costs at all Levels
IDC estimates that And with the number of paper-based records still growing at a significant
rate in the US alone, the costs associated with managing, locating,
a 1,000-employee retrieving and storing documents do not look as though they will decline
any time soon.
organization will waste And yet, with so much vital corporate intellectual property residing on
paper, companies are caught in a double bind between controlling costs
between $2.5 and $3.5 and keeping the business moving forward. To address these challenges,
organizations need to rethink how they manage paper. Instead of
million simply searching storing it onsite, in inefficient, low-security filing systems, paper should
be selectively converted to digital records and moved to an archive where
the right people can safely and cost-effectively access it at the right time.
for nonexistent
Iron Mountain delivers document imaging and archiving solutions that
information, failing to help companies trim the costs connected to managing paper documents,
including those related to storage, accessibility, retrieval and destruction.
find existing information By building comprehensive document conversion workflows, we are
able to transform physical documents to digital records and store them
or recreating in secure repositories following an organization’s specific access and
retention guidelines.
information that can’t We have a substantial history of providing these best practices-based
imaging and storage solutions to customers across the globe. In each
be found. 2
engagement, we implemented a cost-efficient program that helped to
mitigate many of the financial liabilities and penalties businesses typically
incur when searching for, reproducing or distributing physical records.
2
IDC. “The High Cost of Not Finding Information: An IDC White Paper.” July 2001.
24

25. “ he time I was spending securing the
T
documents I can now spend answering the
audit questions.”
— ason Lance, Tax Analyst, Parker Hannifin Corporation
J
Parker Hannifin Corporation — Accounting Department
customer challenge Although the P-Card program streamlined pre-
The accounting department of Parker Hannifin approved purchases, it lacked the visibility needed
Corporation, the world’s leading manufacturer of to quickly validate receipts. Moreover, it created a
motion and control technologies and systems, needed compliance bottleneck for routine state tax audits
a way to cost-effectively manage hardcopy receipts by requiring temporary workers to visit the Iron
from its purchasing card program, while eliminating Mountain storage facility to manually locate, copy and
manually intensive, paper-based processes. submit backups of select receipts.
Iron mountain solution These inefficiencies catalyzed efforts to find
Iron Mountain implemented a comprehensive solution alternative solutions. Leveraging its long-standing
based on our Digital Record Center for Images partnership with Iron Mountain, the company
repository and Day-Forward Conversion and Image on replaced its existing, highly manual processes with an
Demand services. automated, electronic solution.
benefits As part of this solution, Iron Mountain images P-Card
With these capabilities in place, Parker Hannifin’s receipts as they are submitted via our Day-Forward
accounting department gained a centralized Conversion service, and uploads the electronic
repository of digital images and eliminated the need versions to the Digital Record Center for Images —
for contract labor — providing greater efficiencies and where they are centrally located for indexing, storing
visibility, faster information access and lower costs. and auditing. For any existing physical records, Parker
Hannifin takes advantage of the Iron Mountain Image
on Demand solution, which allows the company to
A worldwide leader providing precision-engineered create electronic versions of only those receipts
solutions for a wide variety of mobile, industrial and necessary for each audit.
aerospace markets, Parker Hannifin Corporation
With its new electronic solution in place, the
operates a global network of business units that
accounting department was able to improve visibility
serves customers in 54 countries across six
across the P-Card program, eliminate the need to
continents. In an effort to streamline the procurement
contract with temporary employees during audits
process across these locations, the company’s
and cut audit-related costs by 60-70% — leading to an
accounting department implemented a purchasing
annual savings of more than $30,000.
card (P-Card) program that enables over 3,000
employees to conveniently cover expenses, such as
travel and office supplies.
25

26. “ ron Mountain is a sure bet for quality
I
improvement. Not only is it easier to access
scanned patient records stored with Iron
Mountain, but we’ve dramatically reduced patient
wait time in the Emergency Department. ”
— Cliff Miller, Vice President, Emergency Services Department, Wyckoff Heights Medical Center
Wyckoff Heights Medical Center
customer challenge After evaluating a number of potential options
Wyckoff Heights Medical Center, a 350-bed teaching to address these challenges, Wyckoff chose Iron
hospital located in New York City, was looking to Mountain for its stellar industry reputation in records
enhance patient care via improved records access. management and its expertise in bringing cost-
effective, custom solutions to healthcare providers.
Iron mountain solution
We responded with a solution that leverages our
Iron Mountain helped the hospital transform paper-
Document Conversion Service and Digital Record
based emergency department files into electronic
Center for Images.
records and store them in a secure digital archive.
Upon implementation, the hospital immediately began
benefits
scanning nine months of historical ED records, which
By shortening the time required to access a particular
we then uploaded to our secure Digital Record Center
record, Wyckoff realized significant cost reductions and
for Images. There, the digital ED records are available to
improved patient care.
Wyckoff staff members around the clock.
With our records management solution in place,
Patient care comes first at Wyckoff Heights Medical Wyckoff has experienced a significant reduction in
Center. Yet, with a steady flow of patients coming into the time it takes to locate and access a particular ED
the hospital’s Emergency Department (ED) and limited record — from hours down to just seconds. This has
onsite filing space, secure storage of, and timely access helped the hospital dramatically reduce the costs
to, patient records were difficult. As such, retrieving associated with the process, while enabling it to drive
important documents often required significant better, more efficient patient care.
personnel time and delayed patient care in the ED.
26

27. Noridian Administrative Services
customer challenge help it meet the NARA regulations. Because we
Noridian Administrative Services, a subsidiary of had already gone to great lengths to ensure our
Noridian Mutual Insurance Company, needed to bring four Federal Records Centers adhered to these
its record storage facilities in line with the US National guidelines, we knew the type of storage and safety
Archives and Records Administration (NARA) 36 Code measures Noridian would need to adopt, and helped
of Federal Regulations (CFR) Part 1234. the company quickly transfer its records to the
appropriate facilities.
Iron mountain solution
Iron Mountain worked closely with Noridian to What’s more, we also helped Noridian establish
understand what was needed to comply with 36 CFR information management best practices and
Part 1234 and helped the company move existing operational workflow processes to ensure that
federal records to compliant facilities. compliance would be maintained over time. And, we
enabled Noridian to share this knowledge with the
benefits
Centers for Medicare and Medicaid Services (CMS), an
Noridian saved $1.43 million by partnering with Iron
organization the company works with on many reform
Mountain to comply with 36 CFR Part 1234.
and reconciliation efforts.
“We started with 300,000 cubic feet of federal
A provider of Medicare and Medicaid claims records that did not meet NARA’s standards for
processing for government agencies, Noridian compliance,” recalls Ken Roseth, Assistant Vice
Administrative Services distributes nearly $17 billion President of Facilities for Noridian. “It was an anxious
in funds to over four million beneficiaries each year. phase, but as soon as we decided to work with Iron
Because Noridian works so closely with the federal Mountain, we knew we could achieve compliance in a
government, keeping its records storage policies timely and cost-effective manner.”
in line with a multitude of regulations is a constant
With the help of Iron Mountain’s facilities, solutions,
concern. So when NARA issued 36 CFR Part 1234 —
best practices and practical advice — and the
which created security, environmental and fire
efficiencies they afford — Noridian has been
safety requirements for federal record storage
able to achieve more than $1.4 million in total
facilities — Noridian knew it had to bring its existing
savings throughout the process. From improved
processes in line with these guidelines ahead of the
database cross-referencing services to streamlined
October 2009 deadline.
transportation options, the Iron Mountain solutions
Since anything but complete compliance was not Noridian leverages all generate impressive cost
an option, Noridian turned to Iron Mountain, its savings — much of which the company will continue to
information management partner since 1996, to capture on an annual basis.
Noridian Administrative Services saved $1.43
million by partnering with Iron Mountain to
comply with 36 CFR Part 1234.
27

28. Exempla Healthcare
customer challenge needed to gain buy-in at the highest level. After
Exempla Healthcare, a network of hospitals serving evaluating several vendors, Exempla turned to Iron
the Denver metro area, needed to drive patient care Mountain for its healthcare expertise and ability to
improvements via better records access, while cutting deliver comprehensive information management
costs wherever possible. solutions.
Iron mountain solution We re-engineered Exempla’s record storage processes
We worked with the team at Exempla Healthcare to to improve tracking, create stronger retention
re-engineer their current information management policies and, ultimately, enhance patient care. Despite
practices and aid in the paper-to-digital transition. a tight timeline, all records residing at third-party
storage vendors and onsite locations were moved on
benefits
schedule to a dedicated records center, and remained
By enhancing the methods by which it distributes
accessible throughout the process. In addition to
patient records, Exempla Healthcare realized a cost
moving Exempla’s onsite files, we evaluated a large
savings of 20 percent over existing processes.
number of previously inaccessible boxed records
for destruction, then relabeled, reordered and
transferred these to the storage facility.
Formed in 1998, Exempla Healthcare includes three
hospitals and a staff of over 7,000 employees and By re-engineering its records storage workflows,
2,000 physicians that cares for more than 153,000 Exempla transformed information management into
patients in its emergency departments each year. a smooth process that ensures higher quality care
With such a high volume of new patients, Exempla at a lower cost. In fact, by outsourcing the entire
needed an information management solution that process to Iron Mountain, Exempla was able to reduce
could simultaneously improve access to patient its annual information management costs by 20
information and facilitate the transition to electronic percent. What’s more, the savings Exempla realized
records. In addition, to gain administrative approval, from this program have freed up funding for strategic
the solution also needed to reduce costs. initiatives, such as film digitization and document
scanning, that are helping the hospital make the
Though Exempla explored the idea of developing the transition from paper to digital medical records.
solution in house, internal research quickly revealed
that this method would not drive the cost efficiencies
Outsourcing storage processes to Iron
Mountain helped Exempla Healthcare
reduce its annual information
management costs by 20 percent.
28

29. “ ron Mountain is always responsive and
I
flexible in meeting the needs of our business
units. They have helped us manage the
costs and maximize the value of our records
management processes.”
— anager, Mail and Logistics Corporate Services, Enterprise Technology Solutions, International
M
Financial Institution
An International Financial Institution
customer challenge sending these documents to 15 separate storage
One of Canada’s largest financial institutions needed centers for archiving — a process that took five days
to manage all of its records on both the “money in” for a document to be filed, and three to four days to
and “money out” sides of the business, and gain retrieve the document if it was needed again.
quicker, more efficient access to these files.
After performing a thorough analysis of this workflow,
Iron mountain solution Iron Mountain overhauled the process to streamline
The financial institution turned to Iron Mountain for it and build efficiencies. Now, materials are picked
help with the full breadth of its active document and up by an internal courier each day, brought to one of
business records management needs — from filing, four major service centers in Canada and then sent
storage and retrieval to transporting, scanning and to our centralized Records Center in Toronto. The
posting. documents are sorted, filed and made accessible to
the bank via a fax response system.
benefits
Acting as a trusted advisor for records management, For example, if a branch wants to verify a customer
Iron Mountain has helped the company consolidate deposit, we’ll retrieve the deposit slip and get it back
records storage, dramatically streamline document to the bank within 15 minutes for an expedited request
capture and retrieval and reduce costs. or within 24 hours for a regular request.
By allowing Iron Mountain to store over five million
active, paper-based files and handle over 98 percent
With operations throughout Canada and the US,
of document inquiries, the bank has experienced
the financial institution operates in a transaction-
significant reductions in the time it takes to respond
intensive environment that generates large amounts
to such requests, leading to better customer
of paper each day. For example, every piece of paper
service and a reduction in the costs associated with
that a teller or ATM receives — such as checks, money
the process.
orders or bills — has to be stored, yet made easily
available when needed. The company had been
29

30. A Uniform Services Firm
customer challenge company used to digitize paper documents typically
A leading provider of uniforms, apparel and related took three to four days from when the paperwork
materials and services to businesses needed to was shipped to the processing center before the
contain the out-of-control costs inherent in the information could be accessed.
complex process it employed to scan and store
Moreover, of the some two million documents the
invoices, proof-of-delivery statements and other
company scanned each month, only 11% ever needed
paperwork.
to be retrieved. To streamline its imaging workflows
Iron mountain solution and wring costs from the process, the uniform
We designed and implemented a solution that services firm enlisted the help of Iron Mountain.
leveraged electronic documentation and online access
We worked with the firm to first understand which
via our Digital Archive system, paired with hardcopy
types of documentation internal and external sources
retrieval only when necessary.
required most. After determining that proof-of-
benefits delivery statements and settled invoices were the
With faster document access, the company has saved most necessary, we developed a workflow that scans
over $4 million, improved customer service and a specific paper document upon request, and uploads
accelerated customer payments by reducing the time the electronic version to a digital archive for quick and
for invoice delivery. easy retrieval.
A few years after implementing this paper-to-
digital solution, the uniform services firm realized
With over 200 locations and customers across
a significant savings of over $4 million, improved
19 countries, a uniform services firm employs an
customer service and accelerated customer payments
extensive route accounting system to image and store
by reducing the time for invoice delivery.
important paperwork, such as invoices and proof-
of-delivery statements. However, the process the
“ ron Mountain was very thorough in the way it approached
I
project management. This was a tremendous group of people
who worked well together and really produced results for us.”
— Director of Field Systems Implementation, Uniform Services Firm
A 1,000-employee organization will
waste between $2.5 and $3.5 million
searching for, failing to find or recreating
information that can’t be found.
30

31. A Products and Services Company
customer challenge Specifically, we helped the company centralize
With nearly 600 loan contracts generated, scanned all existing loan files at one of our Digital Record
and filed each day, a products and services company Centers for Images, and built a workflow that
specializing in heavy equipment was seeking a way manages the daily pickup, scanning and storage
to more effectively contend with growing volumes of all new loan contracts.
of information and eliminate many of the costs
benefits
associated with managing this process in house.
The integrated solution we delivered helped the
Iron mountain solution company drive down the costs connected to the
Impressed by Iron Mountain’s expertise and internal staff members who previously managed
collaborative approach to records management, the imaging and filing process — and free up the
the company partnered with us to create an end-to- valuable real estate that was once taken up by over
end solution that addressed its unique challenges. 100 filing cabinets.
About Iron Mountain Document
Management Solutions
Iron Mountain Document Management Solutions help organizations create a
comprehensive, fully integrated document management program that provides
complete visibility and access to all business records — where and when they are
needed. You can become more effective and efficient managing employee information,
supplier agreements, contracts, customer relationships and more. Our enhanced access
and control can speed business processes and decision-making, improve customer
service and support compliance requirements. For more information on Iron Mountain
Document Management Solutions, visit www.ironmountain.com/storeaccessmanage.
31

32. 745 Atlantic Avenue
Boston, Massachusetts 02111
800 899 IRON
ironmountain.com
ABOUT IRON MOUNTAIN. Iron Mountain Incorporated (NYSE: IRM) provides information management
services that help organizations lower the costs, risks and inefficiencies of managing their physical and
digital data. Founded in 1951, Iron Mountain manages billions of information assets, including backup and
archival data, electronic records, document imaging, business records, secure shredding, and more, for
organizations around the world. Visit the company Web site at www.ironmountain.com for more information.
© 2011 Iron Mountain Incorporated. All rights reserved. Iron Mountain, the design of the mountain, Accutrac, ActivFile,
Digital Record Center and SafeKeeperPLUS are registered trademarks and Image on Demand is a trademark of Iron
US-DMS-EXT-CS-030411-001 Mountain Incorporated in the U.S. and other countries. All other trademarks are the property of their respective owners.