LABORAL Kutxa teams with OKI to improve processes and better serve customers
The bank had several challenges with regards to document management, most of which are specific to the financial services industry. For one, multiple branches with a desktop scanner and a local printer for virtually every desk made maintenance both difficult and demanding. Consumables were frequently depleted and a complicated re-ordering process often meant a delay in printing and business operations. Furthermore, it was difficult for the bank to accurately measure print expenses at each branch, and the branches themselves struggled to take control of their own usage, and the associated maintenance costs.
Of course, as a bank, these issues were minor compared to the greater challenge of ensuring total security and document compliance. Manual form handling, data capture and scanning, especially during customer onboarding, were time-consuming and often prone to human error. These seemingly small inconveniences had accumulated to the point that they were threatening employee productivity and customer satisfaction. Moreover, they were distracting LABORAL Kutxa from their core business focus: helping their communities.
“As the old saying goes, ‘you never get a second chance to make a good first impression’. Onboarding is the first way of illustrating the type of customer experience that can be expected at our bank. Done wrong… the trust is broken.” Joseba Maruri, IT Director, LABORAL Kutxa
The bank has already experienced significant benefits from OKI’s solution, including increased employee productivity and more efficient customer-facing processes. They now enjoy anytime, anywhere printing through user authentication, and print roaming that makes it possible for authorised users to print documents on any printer. Ongoing, onsite support provides the bank with continuous monitoring of the entire system, immediate response and repairs within four hours of fault detection, and automatic consumable replacement.
Users are now accountable for their own printing costs, and every print operation is monitored and stored for later reporting and analysis. As a result, wasted paper and consumables have reduced, and confidential documents are no longer left next to the printer.
OKI’s new solution makes it easy to digitise documents and to automate manual processes. For instance, the onboarding process has been dramatically simplified. Now, instead of employees scanning in customers’ documents, sending them to a local machine and then emailing to HQ, the documents are immediately sent from the smart MFP to the central validation team, resulting in a simpler process and a better customer experience.