Case Study: Input For You Achieved 80% SPT Rates With Netcall

Input For You enables leading corporations to transition successfully from paper-handling activities to a digitized paperless environment.

They help leading corporations reduce paper-handling cost and increase efficiency in handling their inbound documents stream.

The Challenge

Input For You, founded in 2006 in Belgium, initially specialized in digitizing medical archives for hospitals. One of their largest projects was for The Hospital UZ Leuven, where they converted 160 million pages into digital format.

However, the project-based nature of this made it difficult to maintain a steady workflow, so they shifted their focus in 2010 to digitizing daily incoming post and later expanded to handling digital inbound communication such as emails and mobile uploads.

Today, they optimize inbound document workflows, primarily serving the insurance and health insurance sectors, enabling more accurate data capture and faster access to critical information.

Input For You faced mounting pressure from growing customer demands for AI-driven solutions and intense competition from AI vendors.

With limited in-house AI development capabilities, they needed to offer faster, more accurate document processing. To elevate their document processing capabilities, they turned to Liberty IDP, Netcall’s AI-driven intelligent document processing solution.

The Solution

Before introducing Netcall’s Liberty IDP solution, Input For You relied on a large team to handle document processing, including:

• 200 data entry employees – Using a dual-entry system where two people entered the same content. The DocFlow application compared the entries, generating a structured file if they matched. Any discrepancies were resolved by a third person
• Operations and administration staff – Managing paper-based processes such as receiving post, preparing and scanning documents
• 15 developers – Supporting and maintaining internal systems.

Input for You’s customers were actively seeking AI-driven solutions, but their processes could not match the speed and efficiency of AI vendors. By leveraging Liberty IDP’s AI capabilities, they have dramatically streamlined their operations.

This has allowed them to scale – taking on more customers and larger contracts by dramatically reducing manual processing time. The impacts on efficiency, compliance and enabling more competitive pricing have been substantial.

Today, Input For You achieves an impressive 99.5% accuracy rate, optimizing inbound document workflows and giving their clients faster access to more reliable data.

Working with Belgium’s largest health insurer, Input For You has successfully converted 92% of customer correspondence into digital format, compared to 100% paper 10 years previously.

No matter the channel or workflow, Input For You uses Liberty IDP to classify each document and extract the relevant data and metadata. Unstructured information is transformed into a structured format and integrated into the client’s backend applications.

This approach ensures exceptional accuracy. The average claims processing time for the client has dropped by 80% from 20 days to under 4 days, with some processes completing in less than a day.

By fully digitizing inbound documents, they have significantly improved the client’s efficiency and accuracy, achieving an outstanding 99.5% accuracy rate.

The Result

• Efficiency: Streamlined document handling results in faster access to information
• Faster processing: Reduced manual intervention enables faster document processing – for their largest customer, the average payback time for claims was reduced from 20 days to below 4 days
• Enhanced accuracy: Dual-entry data capture ensures high data integrity with a 99.5% accuracy rate
• Scalability: The solution enables Input For You to handle increasing volumes of documents and expand their customer base effectively
• Straight-Through Processing (STP): STP rates of 70-80% for certain documents, with some reaching 95%
• Higher capacity: Using Liberty IDP allows Input For You to take on larger contracts with no need to increase staff, reallocating resources efficiently to new customers
• Compliance: Improved adherence to GDPR and other data regulations by minimizing manual handling of data
• Operational efficiency: Enhanced financial approval processes and overall operational efficiency
• Technology access: Customers benefit from advanced AI technology without the need to develop it in-house
• More competitive pricing: The enhanced efficiency and speed of processing enhances competitiveness and flexibility in the market.

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This post has been re-published by kind permission of Netcall - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Megan Jones