Case Study: Co-operative Financial Services (CFS) achieves faster customer service and reduced costs with Xerox DocuShare

Delivering business process improvement to Co-operative Financial Services Helping transform customer service

Co-operative Financial Services (CFS), part of The Co-operative Group with 6.5 million customers, was overwhelmed by more than 10,000 pieces of customer correspondence a day handled by manual, paper-based processes that slowed responses, consumed four floors of filing space and exposed the business to continuity risk. Looking for an external managed-services partner to modernise operations and secure regular technology refreshes, CFS selected Xerox DocuShare to transform its mail-handling and correspondence processes.

Xerox DocuShare implemented a five-stage, two-year managed e‑mailroom service—starting with identification, indexing, scanning and storage of thousands of incoming insurance claims daily—backed by a secure WAN and advanced workflow and DocuShare ECM to automate downstream processing. The result was faster, more proactive customer service (meeting same-day/48-hour claim targets and cutting policy-change times from seven days to same-day), reduced paper and office footprint, improved business continuity and compliance (MiFID, ISO27001, BiP0008), and measurable operational cost savings, fewer call‑centre calls and increased market competitiveness.

Co-operative Financial Services (CFS)

Dick Parkhouse

Executive Director for Strategy and Change