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With thousands of branches across the country, one of Brazil's most important banks offers a full range of financial services to its customers, from basic banking transactions to loans and insurance. Due to the considerable size of its customer base, transaction efficiency is of the utmost importance. However, the old method of digitizing documents caused significant delays in processing and caused concern among customers.
The goal: transparent transactions without delays
When customers went to the bank, they expected their transactions to be carried out quickly, efficiently and personally. Unfortunately, the branches had a limited number of scanners, which were generally hidden in internal offices. As a result, employees had to interrupt their interaction with customers and leave their desks to scan forms, ID cards and other documents. This method of digitizing customer information resulted in a time-consuming digital capture process.
Due to the long delays, many customers thought that the bank representative had forgotten about their transactions or was probably performing other tasks. Moreover, customers were not only disappointed by the wait. Many of them did not like the fact that the representative took their personal documents to an internal office to be scanned.
Partnerships to increase productivity
After learning about the difficulties faced by the bank Adriana Valli and Julio Salgado, representatives of Business Development at Kodak Alaris, approached the organization with a new distributed scanning solution. They recommended that the bank use Kodak ScanMate i940 scanners, whose results and advanced functions are on a par with those of larger devices. The i940 scanners fit easily into small workplaces and are fully compatible with the other business systems used at the bank.
They then teamed up with an authorized Kodak Alaris partner, Atos, a leader in digital services and global IT partner of the International Olympic Committee (IOC). After analyzing the bank's document management processes, Atos worked with Kodak Alaris to design a solution that not only captures data from documents, but also seamlessly integrates it into the organization's business processes.
Cassio Beltrame, Account Manager at Atos, says: “When we start working with a new client, we carry out a comprehensive review process to ensure that the combination of advanced technology and new or updated processes provides the efficiency and effectiveness necessary to provide excellent service to clients.”
Unprecedented investment in efficiency
The purchase of more than 26,000 ScanMate i940 scanners by the bank represents a significant investment to increase efficiency and improve customer service. This device, with a compact design to save space, the capacity of a desktop scanner and the flexibility of a portable scanner, represents the perfect solution for digitizing personal documents in the presence of customers.
The 20-sheet automatic feeder can handle documents, business cards, ID cards and embossed cards, and can be powered via a USB connection if necessary. The i940 scanner is also compatible with most functions and scanning software for Kodak Alaris' Perfect Page image processing, which allows for correction of color, brightness, contrast, readability, orientation and background, so that scanned images are better than the originals.
For Kodak Alaris, working with a partner like Atos was a major business achievement, demonstrating the importance of innovation and quality in a key market.
Vanilda Grando, Business Development Director for Kodak Alaris in Latin America, says:
“We have demonstrated that we have the technological capacity to work with a major company and we have designed a solution that allows us to automate business processes in a significant way and greatly improve customer service. This project is another example of how investing in research and development and in understanding customer needs allows us to create a powerful combination of products that leads to better business results.”
Currently, each customer service representative has a scanner at their workplace, meaning they can carry out transactions quickly and efficiently while still interacting with customers. In addition, customers value the speed and transparency of the processes, which have improved enormously.
