Client Success: Fortune 1000 Firm Modernizes Document Operations with ImageTrust

How a large financial services firm eliminated manual document handling, accelerated service delivery, and built an automated intake operation they own and control.

A fully manual document intake process spread across multiple departments and two processing locations was slowing claim resolutions, delaying service, and tying staff to repetitive data entry. By partnering with Image Access and implementing ImageTrust, the $3 billion organization transformed document intake across seven departments, freeing their people to focus on what actually matters to policyholders: fast, accurate service.

The Company: A Service-First Financial Institution

The Fortune 1000 company manages assets for half a million participants in their customized retirement plans, pension services, and insurance products. With a particular focus on nonprofits and mission-driven organizations, they are known for personalized service over automated self-service. Their operations depend on the timely processing of high-stakes documents arriving daily by mail and email: withdrawal requests, death claims, loan applications, and plan changes, each routing to multiple departments with its own workflows, SLAs, and downstream system requirements.

The Challenge: Manual Processing at Scale, Across Distributed Teams

For decades, each department received its own physical and digital mail, opened it independently, and manually keyed index data into Salesforce and core systems. There was no front-end automation, no shared intake layer, and no way to scale without adding headcount.

• Manual data entry across departments: Staff keyed document data into Salesforce by hand, creating inconsistencies, delays, and rework.
• Slow customer response times: Paper-dependent workflows meant that high-priority transactions, including death claims and same-day withdrawals, moved at the pace of manual handling.
• Inflexible staffing model: Physical document dependency required staff to be on-site to process work, limiting operational flexibility.
• No path to scale: Adding document volume meant adding people; there was no automation layer to absorb growth.

The Solution: ImageTrust as the Intelligent Intake Layer

Image Access designed and implemented a digital mailroom SaaS architecture built around ImageTrust. Physical mail handling was outsourced to Cambridge Services, a trusted Image Access conversion partner. Cambridge collects mail daily from department-specific PO boxes, opens and prepares documents, and scans them into ImageTrust. From there, automation takes over.

• AI-powered extraction via Azure Document Intelligence: ImageTrust routes documents to Azure Document Intelligence for classification and key field extraction, with model selection tested and tuned per use case.
• Real-time Salesforce integration: Extracted data is validated against live Salesforce cases via web service calls, then delivered directly to the appropriate case queue.
• Human-in-the-loop exception handling: Cambridge operators manage exception queues for documents requiring manual review; financial firm staff handle only the cases that require department-level judgment.
• Multi-channel intake: ImageTrust monitors department email inboxes directly, ingesting digital documents through the same workflow as physical mail.
• Phased seven-department rollout: Deployments span death claims, withdrawals, loans, plan deconversions, participant services, return mail, and complaints processing, each configured to department-specific requirements.

Results: Faster Service, Flexible Operations, Model Ownership

With ImageTrust in place, the financial services firm has fundamentally changed how document intake works, without giving up control over their data, their models, or their vendor relationships. They’ve eliminated the manual intake bottleneck that once slowed every department. Documents move from arrival to Salesforce automatically, and staff spend their time on work that actually requires human judgment.

• Manual data entry is gone: Staff across all seven departments no longer key document data into Salesforce by hand, removing a daily source of errors and delays.ke withdrawal applications and death claims means customer service teams get what they need when they need it, not after a manual handoff.
• Time-sensitive transactions meet their SLAs: Same-day intake for withdrawal applications and death claims means customer service teams get what they need when they need it, not after a manual handoff.
• Work happens wherever staff are: Staff can access and process document queues remotely, removing the physical dependency that once constrained the workforce.
• The firm—not the vendor—owns the model: Accuracy improvements stay in-house and service bureau partners can be swapped without renegotiating technology contracts.

“Before, our teams were spending their day managing paper. Now they’re spending it serving participants. That’s the shift we were looking for.”
 — VP, Participant Services

Conclusion: Intelligent Automation on Their Terms

For the Fortune 1000 financial services firm, the goal was never to hand document operations over to a vendor. It was to build something they own: a smarter intake layer that connects their people, their partners, and their systems, on their terms. ImageTrust made that possible. Today, seven departments that once processed documents manually now run on a fully automated intake layer—infrastructure they own and can evolve without locking into anyone else’s roadmap. Staff focus on participants instead of paper, and service quality scales with the business without scaling headcount.

Contact sales@imageaccesscorp.com to schedule a free consultation.