Francesco Presicce, Manager, IT Business Support at ENGIE Italia, elaborates: “Some of our documents, such as customer energy contracts, include a large amount of information. This ranges from basic details such as the customer’s name, address, and signature to more complex data such as electricity and gas supply identification codes. To offer a high-quality service to our customers, we must process the information quickly and accurately.”
Some documents—such as requests for customer data under the EU General Data Protection Regulation—require a response within a period of time defined by law, making timely document processing all the more important for ENGIE Italia. To help deliver this capability, ENGIE Italia engages a third party mailroom service provider to route each document to the appropriate department.
Targeting timely document processing
In the past, the company’s mailroom processes depended heavily on manual work. Whenever a customer sent a paper-based document such as a letter or a fax, a member of the mailroom team would review it, categorize it, and then scan and input the information into ENGIE Italia’s Salesforce customer relationship management (CRM) platform.
“This workflow is called dematerialization: the process of digitizing a paper record in a way that preserves the document’s legal standing,” explains Presicce. “We recognized a major opportunity to increase our responsiveness to customers and reduce our mailroom costs by automating our document dematerialization workflow, and we decided to look for a new approach.”
Embracing mailroom automation
As the first step on its mailroom automation journey, ENGIE Italia selected OpenText Intelligent Capture. A machine-learning powered enterprise capture platform, the OpenText solution can classify and route all content that that enters the organization—from simple requests such as updates to customer addresses to more complex documents such as energy contracts. Combined with OpenText Documentum for long-term archiving, the solution empowers ENGIE Italia to significantly reduce manual effort in its mailroom processes.
“We aimed to eliminate time-consuming work in the dematerialization of documents such as contracts, claims, and SEPA Direct Debit instructions—and OpenText Intelligent Capture supported all those capabilities practically out of the box,” recalls Presicce.
Engaging a trusted partner
Working with its trusted OpenText business partner PIC SERVIZI PER L’INFORMATICA, ENGIE Italia mapped out and tested the new automated workflows, and trained its team of 20 mailroom employees to use the new solution. Today, all documents are managed centrally in OpenText Intelligent Capture, and archived in OpenText Documentum. Using APIs, the company has integrated its Salesforce CRM solution with OpenText Documentum, enabling it to import documents quickly and with minimal human effort.
“Being able to manage, classify, and distribute documents to the right person in the organization is very important, both from the regulatory compliance and customer service perspectives,” comments Presicce. “Thanks to our OpenText solutions delivered by PIC SERVIZI PER L’INFORMATICA, we are now achieving a straight through processing rate of around 95 percent for our mailroom. In cases where manual involvement is required, our mailroom team tells us that OpenText Intelligent Capture is extremely easy and intuitive to use—minimizing the training requirements for new team members.”