Fiducré manages files faster and more efficiently thanks to Merak’s scanning department
24-05-2018 - in Merak newsletter
The collection agency Fiducré, part of ING, has been using Merak's scanning services since March 2012.
Their file managers are responsible, inter alia, for the recovery of claims such as mortgage loans and consumer loans.
About six years ago, the company decided to replace most of its physical archive with a digital archive.
A choice that Stefan Biesemans, Manager Operational Support at Fiducré, hasn't regretted for a second.
“Any new document that has come to us since then will be scanned by Merak within 48 hours and integrated into our management application,” says Biesemans.
“This offers us many advantages.
For example, the file managers have one-click access to the entire file.
Extremely efficient, because that means they no longer have to go to the archive to find the right file and reclassify it afterwards.
We can also help our customers immediately if they need a particular document: The digital version arrives straight away in their mailbox.
So, thanks to Merak, our service has improved even further."
Towards a fully digital archive
Because Fiducré works with sensitive information, the collection company was looking for a reliable partner.
Quality, accuracy, speed and security were crucial to them.
“For us, it is important that every file requested is scanned within 48 hours, without any loss of quality.
And that a scanned document is delivered straight to the right file."
Every day, Merak collects around 500 documents from Fiducré, ranging from credit files to lists of registered shipments.
They are digitised, but some documents are also archived.
Biesemans: “Original contracts must be kept physically, because we have to be able to present them in court cases, for example.”
Fiducré is counting on Merak's service for this too.
“We know that documents are kept in the very best conditions at the Merak storage centre and that they meet all the strict ISO standards in terms of safety.”
In the course of 2019, Fiducré wanted all files fully digitised.
Biesemans: “We still had an old classification system with documents dating from before 2012.
We worked with Merak to get rid of that backlog, so we could work digitally as much as possible."
Proactive attitude
Merak is more than just a supplier to Fiducré.
Every three months, both parties organise service meetings to discuss the current business together.
Biesemans: “I really appreciate Merak thinking with us.
We have now built up a real relationship of trust, and when they see opportunities to improve our archive management, we immediately look at the possibilities together."
Under the impetus of Merak's Account Managers, documents are now automatically linked to the correct file, without human intervention.
“Thanks to a simple addition provided to us by Merak, the chances of errors are considerably reduced,” concludes Biesemans.
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