Fortune 500 Bank
A major Fortune 500 financial institution — one of the largest in the United States — set out to transform how inbound documents were managed across its nationwide operations. With thousands of locations and a large, distributed workforce, the organisation needed a faster, more consistent, and more secure way to handle incoming mail. Paper‑based processes were slowing down decision‑making, making compliance difficult, and creating significant operational cost and risk.
Documents move from scan to first view in under 30 minutes, speeding up internal workflows.
Over 100 internal teams now use the central digital mailroom for consistent processing.
More than 90% of documents are delivered automatically to the right person — no manual steps.
With thousands of locations and a large, distributed workforce, traditional paper‑based mailrooms created delays, inconsistent service levels, and limited visibility into document movement. The institution selected Ondox, implemented with Tungsten TotalAgility, to establish a unified digital mailroom model. Ondox’s pre‑built UX and workflow patterns provided a structured, scalable approach that enabled rapid rollout across more than 100 teams. Documents are now digitised at intake, intelligently routed, and fully traceable throughout the organisation — creating a faster, more consistent, and more cost‑efficient way of working.
Challenges
- Fragmented mailroom operations with inconsistent SLAs across 20+ locations
- Slow, manual document processing and courier‑dependent distribution
- Limited transparency and tracking of inbound mail across the organisation
Solutions
- Consolidation into three centralised digital mailroom hubs serving the national workforce
- Digitisation of all incoming documents at intake for faster, paper‑free workflows
- Secure, cloud‑based solution supporting governance, auditability, and standardised processes
Results
- Documents digitised and routed seamlessly across the entire organisation
- Elimination of physical paper flows beyond centralised hubs and removal of courier dependency
- Rapid reduction in time between document scanning and recipient viewing
Business Drivers
Digitization
Transparency
Efficiency
Scalability
A secure, cloud‑based Ondox solution enabled the institution to standardise operations while maintaining strong compliance controls. By eliminating inter‑office mail transfers and manual routing, the organisation achieved more than 90% one‑touch delivery success and significantly improved workflow efficiency.
By embracing digitisation, transparency, and standardisation, the organisation unlocked new levels of efficiency and operational resilience. The digital mailroom quickly delivered measurable benefits — from faster document delivery to reduced costs and improved visibility. Through newly transparent operations, the institution also uncovered additional optimisation opportunities. By taking an agile, iterative approach, it successfully combined intelligent automation with pragmatic implementation to create a modern, scalable operating model for the entire organisation.
