CASE STUDIES

DATABASES FOR MORTGAGE LOANS

Latin America’s largest mortgage institution wanted to improve its control of over three million credit files in 70 offices around the country and to expand its lending capacity through the securitization of its portfolio.

DOCSOLUTIONS won the public bid for this effort and, in record time, collected all the existing credit records, concentrated them in its facilities, and created a database that made the contents of every file quickly and accurately accessible.

In subsequent stages, DOCSOLUTIONS captured the relevant information from the documents in each file to optimize the institution’s collections and portfolio management processes; improve control over payment guaranties; and maximize the value of the portfolio for securitization by, among other things, creating physical and electronic “Data Rooms” for the sale of the portfolio.

As a result, the institution has extended DOCSOLUTIONS’ service contract for multiple years; DOCSOLUTIONS processes over 450,000 credit records annually for this client.

REGULATORY COMPLIANCE FOR PHYSICAL PUBLIC SECTOR RECORDS

Government regulations established by Mexico’s Federal Institute for Access to Public Information (IFAI), an important decentralized federal government agency, launched a major project to organize its records to comply with this new regulation.

Having been selected to implement this project, DOCSOLUTIONS centralized and organized more than 50,000 file boxes from around the country in record time; designed and implemented a file management and access system at the agency's facilities; and digitized relevant documents so they could be accessed electronically. The bar code-based system implemented by DOCSOLUTIONS allows the agency to locate any file instantly and control its archival heritage tightly. DOCSOLUTIONS trained the agency's staff to operate and update the system, not only complying with the regulatory framework, but also creating a records management culture among the staff of the institution.

MASSIVE DATA ENTRY PROCESSES

Various agencies of the public sector needed complete up-to-date information on their employees’ work history. This information was scattered among different databases and random physical documents. DOCSOLUTIONS was chosen to design and implement a system to capture the required information and build a consolidated, accurate and up-to-date database in a short period.

In record time, DOCSOLUTIONS developed a double-capture system for information with many variables, with the controls needed to generate an integrated database of nearly 1.5 million files. For this project DOCSOLUTIONS recruited, selected and trained nearly a thousand associates who worked in three shifts to meet the promised deadlines and deliver a quality result. Based on the results of the project, its scope was widened to include imaging the supporting documents for each employee’s work history, linked to the new data base. Additionally, using work flow systems implemented by DOCSOLUTIONS, some of these public agencies now issue confirmations of employment automatically. This is how DOCSOLUTIONS met one of the biggest challenges in its history.

ONLINE INFORMATION

A major company in the telecommunications sector, dedicated to providing local, long distance and public telephone services, voice over IP, data transmission, Internet, pay-TV over IP and mobile telephone service, needed to compete more effectively in its sector by improving customer service at the point of contact. For each additional service that the customer requested or that the company wanted to offer, the sales agent had to get a new set of support documents, as he/she did not have immediate access to the customer's record.

DOCSOLUTIONS was contracted to provide a solution to expedite this service, optimize the use of the sales force, and improve customer service over the phone.

DOCSOLUTIONS developed a recurrent process of data gathering, imaging and on-line assess to client files, integrated into the company’s CRM system, which gives call center agents on-screen access to a customer’s complete file while they speak to him/her on the telephone. The agent has the information needed to close the sale, resolve billing or service questions and update the data base during a single telephone call. The client’s return on investment in this project greatly exceeded its expectations.

PAPERLESS OFFICE

An international company, leader in the operation of transmission towers that it leases to some of the country’s most important telecommunication companies, needed to streamline its internal audit process, which involves periodic physical inspections of more than 2,000 leased transmission towers to verify that the services provided its customers comply with contractual terms.

DOCSOLUTIONS works with this company in a recurring process of collection, imaging and providing on-line access to all documentation generated by all its business areas, including engineering, legal services, administration, finance and accounting, marketing, etc., substantially improving its auditing and internal control systems and ensuring proper follow-up of its commitments to its customers and suppliers.

This company already operates as a "paperless office."

CONTROL OF CREDIT FILES

A major financial company with a national presence that makes consumer loans to working class borrowers had all its loan applications and credit records scattered in multiple branches throughout the country.

Not only did the volume of these files strain the limited space in these branches, but the company also lacked control over this important documentation. DOCSOLUTIONS collected and centralized these records in its own facilities to inventory, organize and secure them, and provided the client with controlled on-line access to the information it needed. More than four million applications and credit files have been processed by DOCSOLUTIONS for this customer. This recurring project is now a part of the company’s more efficient operation.

CUSTOMER SERVICE

A successful national company that sells electronic items and home appliances on credit through a door-to-door sales force of over 6,000 people, needed to shorten the time required to get the buyers’ credit approval, in order to improve their closing rate and reduce product delivery time.

Based on a document flow analysis, DOCSOLUTIONS redesigned the marketing processes, by digitizing documents and data and distributing them on-line to the different areas involved, so as to obtain the authorizations needed to make the sale, deliver the product, and provide after-sale services and collections quickly and efficiently, substantially improving customer service and customer satisfaction. The new process has substantially shortened the sales cycle.

VIRTUAL DATA ROOMS

In order to increase its lending capacity, a major leasing and financing organization decided to securitize its portfolio in the Mexican and foreign investment market.

At the request of this client, DOCSOLUTIONS created virtual "Data Rooms" where interested parties can do their due diligence remotely from their personal computers, reviewing and auditing both data and images from the portfolio which interests them, under certain parameters previously agreed to by the parties. This innovative model proved to be more efficient for both our client and its potential investors and its use has been extended.

VAULT STORAGE OF BACK-UP DRP TAPES

A large distributor of pharmaceutical products was required by its disaster recovery plan (DRP) to store and have 24/7 access to its back-up tapes.

DOCSOLUTIONS offered vault storage in its facilities and included a periodic tape rotation service with scheduled pick-ups and deliveries. This solution turned out to be more cost effective for this company than the services of a bank, due to the level of security, flexibility and service offered.

OPERATION OF OUTSOURCED DOCUMENT CENTERS

The world leader in the manufacturing and sale of radio communications equipment and smart phones needed to modernize the active records system in its Mexican facilities to efficiently control access and consultation of physical documents and files without removing them from its facilities.

With the records management system provided by DOCSOLUTIONS and its “implant” outsourcing plan using skilled staff, DOCSOLUTIONS offered a solution that satisfied this customer’s requirements. DOCSOLUTIONS implemented a bar code-based system and set up electronic tracking procedures to control the use and movement of the records in the customer's facilities, operating its records center with third party staff, with greater efficiency and relieving the customer from employee costs for activities that are not critical to its mission. An added value was the establishment of a records management culture within the organization.