Case study of bank digitalisation: Elevating customer experience and operational efficiency across 600-plus bank branches

Challenge

The client, one of Poland's largest banks, wanted to digitise its most active and frequently­ used documents as part of their digital banking transformation strategy.

Solution

As part of an end-to-end service, Iron Mountain® specialists scan and upload digital records to the bank's central repository.

Results

Released from repeatedly rescanning documents, employees can spend more time building relationships and helping customers with their finances, enhancing operational efficiency and customer experience.

Challenge: Adopting a tightly-focused digital banking transformation strategy

Like many such institutions this bank faced thechallenge of balancing the need to retain a large archive of historical documents it was legally required to keep, with the drive to improve productivity and operational efficiency by migrating to digital records.

As part of a 12-year relationship with Iron Mountain, those legacy records were stored off-site at highly secure warehouses. However, with more than 600 branch offices in Poland, staff processing new applications and requests would regularly waste time hunting down and digitising files, sometimes scanning the same documents many times.

Rather than digitising its entire archive, which would have been hugely expensive and taken ages, the bank was looking for a more practical, cost-effective solution for digitising only its most active and regularly-used paper documents.

Solution: Creating a sustainable paperless bank

Iron Mountain specialists handled the scanning and uploading of digital records to the bank’s central repository and within just nine months, they helped the bank:

• Digitise 32.5 million pages, generating over 1.4 Terabytes of images and 150 million tagged assets.
• Met SLA targets throughout the project, including processing a minimum of 213,000 pages per day.
• Store paper originals safely in Iron Mountain storage once converted to digital images.

Results: Fast, smooth customer service

The bank now enjoys the assurance that important mortgage and financial documents are secure and accessible anytime, anywhere, on any device.

This shift to digital records not only enhances customer experience management in banking and allows rapid responses to inquiries, but also eliminates the need for staff to spend time tracking down and scanning paperwork.

Employees can now focus on their core roles—assisting customers with financial decisions and achieving their personal goals. Additionally, the transition to paperless banking has resulted in cost savings from reduced leased storage space.

Digitise your bank processes with Iron Mountain

Accelerate your digital transformation with our digital strategy for banks today. Experience operation efficiencies, enhanced security, and improved compliance. Our paperless office solutions help transition your records to a digital format, reducing manual errors and operational risks while boosting efficiency.

Embrace a paperless banking environment that supports regulatory adherence while empowering your team to focus on delivering exceptional customer experiences.