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Digital Asset Management Solutions East Midlands Railway improves their email processing time by over 5 Case Study: hours per day with ABBYY Flexicapture with Advanced Classification from Engeneum. This email classification solution is handling over 65,000 incoming emails per year; improving customer response times, increasing productivity and saving costs. Challenge Solution East Midlands Railway (EMR) had a The implementation of ABBYY change in reporting processes Flexicapture with advanced which required incoming classification has automated the email complaint emails to be reviewed process by capturing key data from the and the cause of complaint to be emails content and document recorded and reported at the time attachments. The solution classifies the complaint was received emails without any manual input and instead of at the time of response, data is routed to the EMR CRM system Name which could be up to 20 days later. automatically. The product is easily East Midlands Railway adaptable and changes can be made History: in-house. EMR's incoming emails were being Headquarters 1 Prospect Place, sent to an internal inbox where a "I was looking for a more automated Millennium Way, Pride approach to reduce our manual resource case would be manually created in Park, Derby, DE24 8HG, the CRM and answered in a 'date time and fulfil our reporting needs. The received' order when the team, at Engeneum team understood our requirements and we worked together to Industry the time of the response, would Transport manually process and prioritise the get the results we were looking for. We case. Due to a change in reporting are now well below our 20 day KPI About EMR response time and have been impressed requirements EMR needed to report Provider of train on which mails were complaints and with the flexibility and ease of integration services in the East the root cause at the point of to our CRM system." Midlands and parts receipt. As the complaints were only Nara Burne, Customer Experience Systems Manager of Yorkshire, chiefly classified when being responded to, East Midlands Railway in Lincolnshire, the information was not correct in South Yorkshire, 'real time' and the data would need The implementation has saved EMR Nottinghamshire, to be back dated each month. The at least 5 manual hours per day and Leicestershire, process of manually creating cases approx 65,000 emails per year are Derbyshire and Northamptonshire. within the CRM system was slow and being processed and their customer extremely resource heavy. response times are well below their Website 20 day working day KPI. www.eastmidlandsrailway.co.uk Digital Asset Management Solutions KEY BENEFITS FOR EMR ABOUT ENGENEUM DOCUMENT CONVERSION Reduced customer response times Automate data capture from emails, attachments, electronic documents & paper Increased productivity Build checking and validation rules into process Significant cost savings Customisable workflows for business processes for example, quality checking & invoice approvals Easy integration with their CRM for query resolution Connect to a wide range of CRM, Finance, ERP & custom database systems Flexibility to make changes in-house High speed deployment with ‘teach’ facility Easily adaptable to meet their specific Output can be customised using scripting requirements Data export formats: XLS/XLSX, DBF, CSV, TXT, XML User friendly interface easily adopted Image export formats: TIFF, JPEG, PDF, PDF/A by the EMR customer services team Over 200 recognition of languages supported With Engeneum document conversion solutions you can automate the capture of data from documents using AI based OCR and ICR technologies. Scan from paper forms, load from files or save from e-mail attachments. Capture data to avoid incorrect keystrokes, errors and duplicates. Verify your content against known variables, link and output to Engeneum’s other solutions or external systems. For more information please contact one of our specialists [email protected] +44 (0) 844 561 7276 www.engeneum.com.

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