THE CHALLENGE
A major insurance company was witnessing its mailroom crash in real time. Claims, correspondence, and payments arrived daily through traditional mail channels. Each piece required manual sorting, data entry, and routing.
The problems compounded:
– Time-sensitive documents sat in limbo without accountability
– No ability to prioritize urgent claims over routine correspondence
– Call center volumes spiked as customers chased missing documents
– Processing delays frustrated both staff and policyholders
The lack of visibility created a black hole. Documents entered the mailroom and disappeared into manual workflows. No one could track where a specific claim stood in the process.
THE SOLUTION
XBP engineered a complete mailroom overhaul. Not just new scanners or software patches. A ground-up transformation of how documents flow through the organization.
The new architecture connected multiple input channels into a unified digital stream:
Omnichannel capture: Mobile uploads, traditional mail, fax, and EDI feeds converged into a single processing pipeline. Customers could submit claims via smartphone while still supporting legacy fax submissions.
Intelligent document processing: AI-powered extraction pulled data from unstructured
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