Case Study: HM Revenue & Customs speeds up customer correspondence with Capgemini Digital Mail

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC), the UK tax authority, sought to digitize its operations and improve the processing of millions of paper-based customer correspondence items. To address this challenge, HMRC partnered with Capgemini to implement its Case as a Service (CaaS) managed service solution, known as Digital Mail.

The solution from Capgemini involved scanning mail, automatically categorizing it, and assigning digital case files to the correct teams. This eliminated internal mail costs for 18 million items, sped up processing from weeks to just 48 hours, and enabled customers to receive replies 2-3 days faster. HMRC also gained detailed management information to optimize resources and improve the customer experience.

HM Revenue & Customs