Secure mail processing at high volume, now from anywhere.

Strategic Initiative

As a regular course of business, a financial services company received nearly 30 thousand pieces mail each day. Up to 500 agents processed these documents in highly secure work centers. In response to the COVID-19 pandemic, the company needed to shift the process out of these centers while maintaining robust security standards and meeting federal regulations for claims-processing times.

Solution Plan

The ILINX platform and advanced capture solutions were implemented with the company’s mail-opening devices and Salesforce CRM system to automatically process high-volume transactions. ILINX intelligently flagged cases for resolution and pre-populated information, eliminating the majority of cases requiring agent review and reducing exception-processing times.

Investment Return

The ILINX mailroom-processing solution has transformed business efficiency and agility, supporting the company’s transition to a remote-first environment. Reduced agent time per claim has enabled 90 percent of the company’s workforce to work remotely, when needed, while maintaining federal standards for claims-processing times and handing a higher volume of claims.

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