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Automatic processing of inbound mail at the Haufe Media Group
The Haufe Media Group is using process optimisation designed by S.E.R. Following in the footsteps of the subsidiary company Rudolf Haufe Verlag, which decided last year to use S.E.R. solutions for processing incoming invoices, Haufe Service Center GmbH has decided on an S.E.R. solution for the automated processing of inbound mail.
The service provider Haufe Service Center GmbH is responsible for the administration of subscriptions and customer service in the Haufe Group, among other things. Every day they process up to 6,000 pages of different inbound documents which reach the company via various communication channels. The process of recording and assigning forms and correspondence such as address changes, notifications of new bank details, order cards, registrations, sales enquiries and bonus credits used to be very time-consuming as they required so many manual actions. However, the service provider has now decided to introduce fully automated recording of customer responses by email, post and fax with the help of the S.E.R. solution for the automatic processing of inbound mail: DOXiS InboundMaster. Key improvements in efficiency are brought about by the automatic classification of supporting documents, assignment of them to the right customers as well as extraction of the relevant information, e.g. customer number, address and bank details which are then transferred automatically to downstream systems. The objective is to relieve pressure on staff, optimise processes with full integration into the infrastructure and achieve a substantial acceleration of processing so that enquiries from customers and partners can be dealt with even faster.