Case Study: UK Insurance Company achieves faster customer response with Xerox Digital Mailroom

UK Insurance Company - Customer Case Study

UK Insurance Company faced a major challenge handling thousands of incoming customer documents every day across email, post, and fax. Its fully manual mail processes were slow, expensive, and hurting customer satisfaction and retention. To modernize its operations, the company worked with Xerox Corporation and adopted a Xerox digital mailroom service and document management solution.

Xerox Corporation implemented a phased, highly automated digitization process that scanned, indexed, and routed correspondence into integrated claims, customer service, and back-office systems. The results were significant: document processing time dropped by more than 80% from 7–10 days to 1 day, 20 SLAs were consistently met or exceeded, and the company improved customer responsiveness, security, compliance, and business continuity while reclaiming office space and reducing internal paper-handling costs.