Case Study

ibml ImageTrac the logical choice for Portuguese BPO provider GLINTT and its banking solutions

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GLINTT (Global Intelligent Technologies) is one of the largest IT services and consultancy
companies in the Iberian Peninsula, operating primarily in Portugal but with an
expanding client base across Europe, Africa and even Latin America. This 100m europlus
annual revenue organization has particular strengths in the banking, healthcare
and telecoms markets. Formed following the merger of ParaRede and Consiste, the
business is headquartered in Sintra, Portugal. The company’s BPO division utilizes a
robust and efficient methodology to ensure a smooth and rapid transition to GLINTT’s
systems while minimizing business risk for clients.

Handling a heavy load
At the start of 2010, GLINTT won the contract to process remittance and other
documentation on behalf of Portugal’s largest retail bank using SoftTrac® Capture Suite
software and ImageTrac® intelligent scanners from ibml. The volumes of documents
to be processed and the requirements for fast, accurate scanning meant that only
specialized high-volume scanners running at speeds up to 263 pages per minute would
be able to do the job. The bank needed a service provider who could handle the wide
variety of documents required for new account opening (forms, IDs, passports, etc.) as
well as all daily transaction documentation (cheques, deposits, transfers). The solution
would need to be able to handle between 6 million and 7 million scanned documents
every month.

With such high volumes, it was critical to the business that the scanning process
was not just fast and accurate but also as uninterrupted as possible in terms of both
preparation and exception handling. GLINTT BPO’s Director of Operations Eduardo
Oliveira comments, “As a business, we are very keen to expand our BPO offering across
Europe and even into growing economies such as Brazil. It is important to work with
scanner technologies that are flexible and scalable, and, perhaps most importantly, that
integrate easily into our software solutions.”

Glowing references
The bank had very specific requirements. GestDoc (ibml’s local reseller) was quick to
recommend ibml’s ImageTrac devices with which the client was already familiar, as
Oliveira explains: “The previous incumbent supplier was already using ibml ImageTrac
scanners, and they were happy to give a glowing reference for the technology. When we
came to a demonstration, I was personally very impressed—I hadn’t realized how far
imaging solutions had developed!”

GLINTT assessed various options from other leading scanner manufacturers, but it
soon became clear that ibml was the best fit for the bank’s needs: the need to validate
documents ‘on the fly’ could be addressed by ImageTrac’s inline OCR & classification
systems as well as 1D barcode reading. In addition, ibml’s SoftTrac Scan software,
which can control the operation of the various scanners including the ImageTrac and
associated scan process, was of significant value to GLINTT, proving to be extensive and
easy to configure with a powerful management information engine.

This combination of intelligent scanning, software control and robust volume processing
was only available from ibml. As a result, three ImageTrac devices were installed in the
bank’s shared service centre in Lisbon.

The ImageTrac was developed for exactly this type of application—sophisticated
transaction processing combined with robust in-line tools for business rules processing
and document sorting. GestDoc supplied the scanners—fitted with two A3 sorting
pockets to suit the client’s specific scanning needs—along with a full installation,
training and ongoing service/support package.

Smooth running since day one
In the months since moving the service to GLINTT’s BPO offering, the bank has
expressed total satisfaction with the levels of service and availability provided. The
ibml scanners have delivered not just speed but consistency and robustness that allow
GLINTT to comfortably match their clients’ SLA expectations.

“Since day one it has been clear that the ibml scanners were an ideal match for our
clients’ needs,” enthuses Oliveira. “We have not experienced any problems with
stoppages or errors, despite the impressive speed of the machines and their significant
daily workload. And they’ve proven remarkably simple to deploy and use: the operators
haven’t had to do anything but load the scanner with the documents and watch it
work. Equally, we’ve had no issues with integration of our software solutions with the
scanners.”

“A technology our clients can trust”
For the future, there is no doubt in Oliveira’s mind that ibml technologies could be central
to the growth of GLINTT’s BPO business: “We are very interested in the potential of
business process outsourcing in many industries, not just banking. We will certainly be
exploiting our growing knowledge of this market and also of these solution approaches
in the future. I am very aware that right now we are not fully exploiting the capabilities
of the ibml devices. We plan to investigate expanding the use of the scanners, looking
at other projects, other customers and other markets. I feel confident that we could run
the ImageTrac scanners 24 hours a day if we wanted to!”

For a BPO organization such as GLINTT, ibml solutions offer an appealing proposition—
highly powerful intelligent document scanning technologies that are extraordinarily
robust and reliable in ‘real world’ application environments. As Oliveira concludes, “The
ibml ImageTrac is a scanner we can trust—and that means that our customers can
trust in us.”