Case Study: Mecklenburg County Department of Social Services reduces document processing time with Docufree

Mecklenburg County Department of Social Services cuts document processing time from two weeks to 24 hours with Docufree

The Mecklenburg County Department of Social Services faced significant challenges in processing a high volume of client applications and documents. Their initial use of low-capacity scanners and a decentralized mailroom led to severe backlogs, taking weeks to route documents to case workers. This delay disrupted benefit approvals, increased customer complaints, and created security risks for confidential client information.

Docufree implemented its Business Process Outsourced Solution (BPO) to manage the department's incoming mail and database files. Docufree's service included preparing, scanning, performing quality control, and data mining documents to route them to the appropriate case worker within 24 hours. This solution provided unlimited scanning capacity, eliminated backlogs, and ensured document security. As a result, Docufree helped Mecklenburg DSS redirect over $322,000 in annual labor costs to client services, reduce customer complaints by 23%, and improve productivity by 139%.

Mecklenburg County Department of Social Services