Background
A major insurer with a long-standing presence across Australia and New Zealand was faced with a time-sensitive challenge when their incumbent mailroom services provider announced its exit from the market. The organisation, which delivers a range of commercial and personal injury insurance products through multiple well-established brands, needed to quickly secure a new provider capable of ensuring uninterrupted service and operational continuity.
Following a thorough market review and competitive tender process, the organisation selected Fujifilm DMS to deliver an optimised mailroom automation solution.
Discovery & solution design
Fujifilm DMS worked closely with the organisation and its outgoing service provider to understand existing operational processes and design an optimised, automated solution, including:
- Digitisation of paper and email-based communications across multiple states in Australia
- Automated recognition and classification of documents
- Automated capture of document metadata
- Manual classification and data capture of exception documents with a two-pass key and verify process
- Return of digitised PDF files and corresponding XML metadata for ingestion into internal systems
Results & outcomes
Within three months of implementation, the Fujifilm DMS solution was processing over two million documents annually. The transition delivered a 263% improvement in Straight Through Processing (STP) rates compared to the previous setup, with 99% of documents now received and processed digitally.
Fujifilm DMS continues to partner with the client to review automated processing performance, address exceptions and identify further opportunities for optimisation within their product and service workflows.
