Until 2023, Banque Cantonale Neuchâteloise (BCN) still received all incoming mail physically across eleven locations throughout the canton. To further advance digitalization and significantly reduce paper consumption in the office, the cantonal bank decided to outsource the digitization and distribution of incoming mail to the Arcplace Scan & BPO Center.
The rollout initially began in summer 2024 at BCN’s administrative headquarters and now includes all locations. To date, 47,000 documents have already been processed and directly exported into the bank’s eDossier system. Thanks to intelligent automation and AI technologies, 100% of the mail received in the morning is available digitally by 10 a.m.
Initial situation
With multiple branches and business units, BCN faced the challenge of ensuring an efficient and standardized incoming mail process. Manual sorting and the lack of immediate digital availability tied up valuable resources, delayed access to important customer information, and ultimately impacted the processing speed of customer requests. The bank therefore sought a partner who could guarantee reliability, confidentiality, and full process transparency.
Solution
At the Arcplace Scan & BPO Center, all incoming mail is received, opened, scanned, and classified. Modern recognition technologies and AI modules automatically identify document types and extract relevant information. The scanned image and corresponding data are securely transferred to BCN’s e-dossier system, where they are immediately available to employees in digital form.
Outlook
The second phase of the project is currently being planned, during which the level of automation will be further increased through the integration of additional AI components. This will further enhance processing speed and recognition accuracy, while significantly optimizing dedicated processes such as credit processing.
Results
- Same-day availability of all incoming mail from all BCN locations
- Increased efficiency and reduction of manual work steps
- Greater transparency through digital dashboards and process reports
- Future-proof platform enabling the expansion of further automation
“The collaboration with Arcplace demonstrates how the digitalization of incoming mail, combined with modern technology and precision, accelerates access to critical information and lays the foundation for further automation. We now operate largely paperless, which has made us more attractive both as an employer and for our customers.”
Cornelia Friedhoff, COO Banque Cantonale Neuchâteloise
