The Challenge Every day this insurance company receives thousands of documents — forms, letters, checks, photographs, even video — from corporate and individual customers. Whether they come by email, post or (it still happens) by fax, a lot hangs on getting every piece of correspondence to the people who need to act on it, as quickly as possible. Looking back almost 10 years, the company wasn’t able to deliver the response times it wanted. It had purely manual mail handling processes that weren’t just slow, but also costly in terms of the manpower required to manage the volumes. The insurer’s slow speed of response was having a negative effect on customer satisfaction and retention, hampering its ability to compete effectively in the insurance marketplace. The Sol

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