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Overview
The banking industry has grown considerably in recent years thanks to the implementation of technologies that enable it to provide a faster, safer and more reliable service, seeking to deliver better service to its customers and increase retention levels due to the experiences they provide.
Today, the banking industry is committed to using technology that allows them to increase their efficiency and, at the same time, improve the satisfaction of customer needs.
In El Salvador, a bank that had begun its journey towards digital transformation was digitizing all its documents using multifunctional equipment, which were sent via a shared folder to each of the servers for document storage. The process that was being carried out at that time was slow and inefficient, given that it generated significant delays in customer service times, which delayed responses to requests sent, not to mention that the size of the digitally generated documents caused inconvenience due to their size, making them complex to share and store.
In addition to the above, due to the type of technology used for this processing, users had to process the sheets manually one by one as they did not have the specific functions of a document scanner for automated document processing.
Challenge
The client was looking for an extremely robust tool that would improve the document capture process, make operators more efficient with minimal intervention from the user managing the documents, and obtain an adequate image for data validation and document safeguarding, based on what they had with the multifunctional devices in their branches.
At the same time, speed and security in the capture were fundamental elements for the process and customer satisfaction, as well as ensuring the safeguarding of the information since each and every one of the documents used and stored contained confidential data that had to be protected.
Solution
In order to achieve the quality standards requested by the client, the INfuse Intelligent and Connected Digitization Solution was the best alternative, so in the first stage 32 INfuse AX scanners were placed in some branches as an initial phase of the project. In a second stage, 40 additional devices were installed in the rest of the branches seven months after the first implementation, thus achieving document capture from all points of document generation and collection for processing.
Now all the information from the digitized documents is sent to an active folder through the Server Message Block (SMB) Protocol. Through the automatic import process “On Base” it is sent directly to the Enterprise Content Manager (ECM) to safeguard the information and make it available for decision-making in the organization.
In addition to this, comprehensive training was provided to each of the administrators of the tool and users.
Benefits
The acquisition of the INfuse Intelligent Connected Digitization Solution replaced the decentralized capture of the multifunctionals with which they previously performed each of the tasks with an agile, clear and feasible capture of validation, the low quality of digitized documents due to improved images and finally the uncontrolled size of documents due to ease of document handling and storage, resulting in intelligent document processing: efficient, productive, reliable and agile for work teams.
They now have remote administration and service thanks to the cloud server that allows all digitized documents to be stored immediately, as well as standardization and process improvement that helps employees perform tasks easily and effectively without manual intervention, including the protection of each client's information to ensure confidentiality and security, as INfuse provides enterprise-level security with the functions of an independent data path, control path and authentication path to isolate confidential information for secure transmission.
The implementation of this document digitization solution has standardized the various document formats and improved the productivity of each of the executives responsible for collecting documents at the point of entry, since the implementation of the solution, there has been a significant reduction in the time taken to manage paper documents, in addition to the fact that the documents, when they pass through the scanner, are validated from the moment they are captured in a more efficient way, allowing cases to be resolved immediately, minimizing the risk of missing information, errors or inconveniences in general, resulting in efficient end-to-end processing.
