A MAJOR COMMERCIAL BANK WAS EXPERIENCING CREDIBILITY AND CLIENT LOSS DUE TO HUMAN ERRORS IN ITS DOCUMENT CLASSIFICATION SYSTEM. INTERTEC IMPLEMENTED AN IBM FILENET SOLUTION TO IMPROVE PERFORMANCE.
The Client's Challenge
One of the largest commercial U.S. banks was experiencing inaccuracies due to human errors in document classification. These mistakes were causing the organization to lose efficiency and credibility with its customers, creating a need for a fast solution that could control, prioritize and classify all the required documents that were coming from multiple channels. The end goal was to not only support the backend lending systems, but also minimize mistakes caused by human error and increase value.
Intertec implemented a document management system using the IBM FileNet platform for document storage and retrieval, while also complementing it with a workflow process to control the document review and validation process. We developed an ingestion system built for the multiple channels used to feed the document repository, along with a customized graphical user interface for internal validation. The final product was an application that provides an easy and intuitive way to search for pending and completed tasks, as well as include an assembly document tool to create multiple documents from a single file. The solution also included a mechanism to fully audit any user activities performed within the platform.
- Once the systems were implemented, the organization’s documentation processes experienced a dramatic increase in flexibility and agility, which led to an increase of credit applications being received and reviewed per month, and a notable decrease in the response time from the bank’s employees to the customers. Thanks to the automation of B2B communication processes, there was an immense reduction in process errors caused by the reduction of human interaction between systems.
- Due to the immediate benefits obtained by the implementation of the system, the organization proceeded to expand the system’s reach across the whole enterprise.