Case studies

Mobile operator

Cooperation established in: 2009

Services rendered

  • Processing documents from over 300 sales outlets
  • Central document archive
  • Handling direct debit requests and adjustment notes
  • Handling the complaint process
  • Processing technical documentation
  • Supervising e-mail correspondence with end customers
  • Processing accounting documents
  • Handling returned mail

Scale of the project

800,000 documents registered each month

2,500,000 pages scanned monthly

20,000 e-mail and fax notifications handled monthly

98.9% of correctly processed documents

45,000 boxes stored

95.0% paper documents processed within 24 hours

Business advantages

  • Access to electronic documentation, facilitating the process of verifying and settling contracts;
  • Complex system integrations possible;
  • Flexible reaction to periodic fluctuations in the quantities of documents processed;
  • Qualitative and quantitative SLA guarantees;
  • Minimized risk of the source paper documentation being damaged/lost;
  • Content of the packages received for processing reported on a continuous basis. The reports specify the number of contracts, provide information on specification mistakes, missing or excessive items – returned contracts and reasons behind such returns.
  • Automatic confirmations of the completeness of packages received are sent to the sales outlets;
  • Central paper documentation archive – original documents may be accessed within 24 hours;
  • Mutual cooperation ensures that top customer service standards are ensured on a continuous basis.
  • Ability to amend, on an on-going basis, the scope of the documentation archived to comply with numerous legal environment changes;

Case studies

PKP Energetyka S.A.

Over 2,500 running metres of documents taken over and recorded. Documents collected from 18 locations throughout Poland.


PKP Energetyka Centrum Usług Wspólnych Sp. z o.o.

Approximately 6 000 paper and electronic documents processed each month, approximately 120 000 metrics obtained during the month.


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