When a Top Bank Tells Employees to Work From Home, Digital Mailroom Eases the Way

CHALLENGE

At the start of the COVID-19 pandemic, the leaders at one of America’s ten largest banks sent the bank’s 55,000-plus employees home from its 755 branches in the U.S., Canada, and the United Kingdom. Coming so early in the pandemic, the decision saved lives, but it happened so before all the branches were ready. At one office employing 40 people, a single employee had to visit the building, collect all of the letters and packages – more than 70 pieces a day on average – and send the contents to the other employees. This process created a potential bottleneck that could make them wait until this employee sorted and routed their mail.

SOLUTION

The bank hired Exela to collect and digitise the mail – fast. Within eight days, our Digital Mailroom service was sending out the backlog of about 800 documents, plus an incoming volume of 2,400 new pieces per month. Our team scanned the letters, delivered images to the employees electronically, securely stored the physical mail near the branch office for remailing and rerouting where necessary, and provided a web portal where the employees could see the mail at any time and track its whereabouts easily, with minimal training.

BENEFITS

• Quick recovery of lost time and delayed projects

• Smoother and faster workflow

• Security and protection for confidential business messages

• Convenience and flexibility thanks to employees’ 24/7 access to digitised mail

• Control of information due to Digital Mailroom’s chain of custody tracking and reporting