Challenge
The customer received millions of inbound mail each day, which were processed and routed through a manual, paper-based system. This inefficient document processing method caused time-sensitive mail and correspondence to get stuck in the workflow without accountability or the ability to prioritize. These inefficiencies also resulted in higher call center volumes and lengthy turnaround times.
Solution
Exela overhauled the end-to-end mailroom process by launching a digital mailroom solution. This included a new facility, equipment, processes, and tools to streamline the mailroom and claims payment processes. Additionally, Exela deployed a mobile claims submission portal for select client groups and conducted RPA discovery to identify further automation opportunities. The rollout of PCH Global for document processing services further enhanced the efficiency and effectiveness of the mailroom operations. By integrating advanced document processing capabilities, Exela provided faster handling and routing of inbound mail.
Benefits
Claims Processing
- - Improved service levels
- - Reduced costs by 30%
Payments Processing
- - Same-day processing
- - Reduced reconciliation time
- - Accelerated deposits by $1.8B per year
- - Extended hours available for payments
Internal Experience
- - Increased transparency into performance metrics
- - Increased engagement
Client Experience
- - Improved turnaround time for claims and payments
- - Improved client satisfaction
- - Increased engagement
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