Wachovia Bank Creates Successful Document Storage And Retrieval Unit

Wachovia Bank NA has thousands of offices in 40 states throughout the U.S. Like many banks, businesses and government agencies, their Document Storage and Retrieval unit (DSR) faced major document management challenges to be more efficient and to contribute to better customer service.

Up until that point, Wachovia Bank had many manual systems scattered across different business units. These systems were tedious and inefficient. The manual entry, tabulation, and retrieval of data were just too costly and time consuming for Wachovia Bank's high standards.

The requirements
Wachovia Bank's DSR needed to be able to process a wide range of diverse work more efficiently—applications, correspondence, corporate proxies, employee files, enrolment forms, general files, loans and notes, signature cards, surveys, and more. Their customers' needs varied greatly, ranging from simple to complex. And while their immediate needs were comparatively simple, they envisioned someday becoming a full-service, in-house data capture facility.

Peter Carney, Vice President, DSR, took on the challenge. While his primary and immediate need was for efficient processing of credit card application forms, Carney looked ahead: "The best opportunity to help improve customer service across the board is in capture ... so basically, DSR's future is capture!"