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How top brands modernized their IVRs to drive improved CSAT and cost control
Company profile
AgStar is part of a long tradition of Farm Credit System associations in the nation that provide a full range of financial services to farmers, ranchers, agricultural-related enterprises, and rural and small-town residents. Serving more than 22,000 clients in 69 counties located in Minnesota and northwest Wisconsin, AgStar has developed successful programs in loans, leases, crop insurance, tax services, accounting, consulting, and rural home mortgages.
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Adam Erickson
Associate Applications Integration Specialist
AgStar, Mankato, MN
- Integrate existing Microsoft SharePoint and MYSITES with a new content capture and business automation solution efficiently and securely
- Scan documents centrally for access and retrieval by users in their branch offices
- Improve scanning and processing systems, both in terms of accessibility and document quality
- Nuance AutoStore
- Documents are scanned directly into existing SharePoint document management system, as well as into MYSITE
- Connected branch locations and 550+ employees to SharePoint and MYSITE
- Documents that are scanned at headquarters can be accessed and retrieved quickly by branch offices – making the communication between customers, service providers and AgStar efficient and reliable
Background
- AgStar manages assets exceeding $5.0 billion; and with a team of more than 550 dedicated members in multiple locations, the amount of paper and electronic paperwork that moves between offices – and branches - is legion. From loans and leases, crop, life and disability insurance to financial consulting, record keeping and tax services - AgStar’s information flow is constant. AgStar’s goal was to be able to integrate their exiting Microsoft SharePoint and MYSITES with a new data capture and business solution efficiently and securely. This would allow a number of time and cost saving functions, ability to scan documents centrally while allowing branch offices to access and retrieve them.
- In addition, the documents received vary in type and quality, from handwritten to typed - sometimes even torn and illegible. AgStar faced a major challenge in improving their scanning and processing systems, both in terms of accessibility, and document quality. And, of course, all of this needed to happen while keeping customer service up and costs down with existing data capture tools.
- Nuance AutoStore with Smarticket™ was able to get AgStar on the road to efficiency. Now, data capture begins when documents are scanned directly into AgStar’s existing SharePoint document management system, as well as into MYSITE. And, Smarticket’s document routing cover sheets can summarize an entire document workflow into a barcode on a single printed or electronic cover sheet for faster distribution and archiving. How does that all come together? Instead of processing documents manually, a workflow is set up with Nuance AutoStore to scan everything from letters of credit to collateral templates, to grant applications and loan forms. Also, documents can be converted into multiple formats, including searchable PDFs, Word, and Excel. And, using Smarticket’s paper or electronic cover sheets, documents can be sent to repositories for archiving and easy retrieval.
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