Atom Bank

Digital Mailroom Services Case Study

Background

Atom Bank, based in Durham in the North East, is a digital bank with a strategy of delivering banking in a better way. Atom provides the ‘Atom App’ to its customers, providing leading-edge banking technology which allows it to offer competitively priced products, combined with around-the-clock customer service.

Due to the nature of the banking industry, the company receives confidential customer documents and paperwork on a daily basis. This may include proof of ID and supporting documentation for mortgage applications, account opening or loans.

Atom Bank engaged with SPS to outsource its mailroom and automate the receipt, scanning and classification of incoming paperwork, which involved 26 different types of documentation. The main objective was to achieve an efficient digital approach to dealing with incoming documents to provide an excellent standard of customer service.

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Key Drivers

To digitally manage incoming paperwork in a speedy manner.
To ensure high levels of customer service.
To allow staff to focus on core activities rather than daily scanning and classification of incoming mail.
To automate the workflow of mail through their Atom secure web portal.

How did SPS help?

Digital Mailroom Service

Set up a PO Box to divert incoming mail to SPS’s secure Digital Mailroom
Daily scanning of mail using Kodak scanning technology
Quality checking of images
Sorting and classification of documents by type
Certification of original cherished documents, e.g. certificates, proof of identity
Digital images securely delivered via integration with Atom Bank portal for workflow to their team for document processing

Benefits

Paperless environment
Mail digitised on arrival
Fast document processing
Improved customer service

Customer Feedback

SPS’s Digital Mailroom Service allows Atom Bank to run in a paperless environment. All incoming mail is diverted to their secure mailroom and securely scanned and classified on arrival. The image quality is excellent, and their IT team ensured images were compatible and integrated with our Atom Bank Portal, allowing automatic workflow of mail to the correct person or team. This helps us to provide fast document processing and a high standard of customer service. SPS took the time to understand our business needs and meet our daily KPI requirements. They have a friendly team and are always happy to help.”