When they call, customers naturally expect their FI to be able to view any of these documents and answer questions regarding the information they contain. There’s only one problem. A collection of unconnected internal or external systems generate the documents delivered to customers’ homes. Customer service representatives don’t have a complete picture of all the paper and electronic communications sent to a customer on their company’s behalf.
Downgraded Customer Experience
The lack of centralized document repositories that hold all an organization’s paper and electronic documents results in a poor customer experience. Without all the information, customer service representatives can’t answer customer questions immediately. They put calls on hold while they hunt down the information, or they call the customer back. These responses are not acceptable to busy customers who just want an answer about a document from the organization that sent it!
A similar issue exists on the customer’s side. They may be able to access some documents via an online portal, but not all of them. Again, the disparity of document-producing systems makes it nearly impossible for FI’s to collect all the materials in a single place. Customers may have to log into multiple systems or bounce around to different areas of the portal to find the documents they need. In some cases, desired documents may not be available to customers at all.
This issue is becoming critical as more customers migrate to mobile or electronic banking. Paperless customers rely on online document archives when they need to research information about their accounts. Information must be available when customers need it.
Complete Communications Access
Fortunately, Lanvera has a solution. Customers of FI’s serviced by Lanvera can access all their documents, even those not created by Lanvera, in a single online repository. Our clients deliver superior customer experiences and they save time and money by handling customer calls more efficiently.
This is a revolutionary leap in customer communications management. Most document service providers don’t offer this functionality. They focus only on document operations. At Lanvera we view ourselves as a technology company first. Yes, we handle customer communications tasks for our clients, but we’re mostly focused on solving problems for them. Lack of a centralized document repository was one of those problems we wanted to tackle.
To learn more about how we can build document archives, including access to documents we don’t even produce, contact us. We’ll be happy to show you. Omni-channel document access will change the way you think about customer communications.
Data security for organizations that handle sensitive information for their clients is extremely important. Reports of privacy violations resulting from misuse of data, unauthorized employee access, and loss or theft of devices containing unencrypted data can cause big problems and public embarrassment.
Data protection safeguards can be separated into three categories: administrative, technical, and physical.
Administrative safeguards are company policies and practices such as employee background checks, data security training programs, and procedures regarding data access requests and approvals.
Technical safeguards are controls that prevent unauthorized data access. User authentication, encryption, and automatic lockout after unsuccessful login attempts are examples of technical safeguards.
Don’t Forget About Physical Security
People often concentrate on technical aspects of data security as they seek to prevent hacking attacks, but physical security is just as important. Businesses where employees, vendors, and suppliers travel in and out of production areas and buildings should not overlook physical security. Safeguards protect devices and work areas where companies collect, store, or process data.
Physical security begins with building access. Companies issue employee security cards to pass through doors and employees must admit visitors to a reception area and greet them. Visitors sign in and wait for escorts before proceeding into the facility.
One common physical security measure companies implement is the concept of multiple security checkpoints. Individuals may enter a room containing network servers, for example, only by passing through areas staffed by security, administrative, or IT workers. Employees are required to stop and question anyone attempting to enter a secured area of the building without authorization.
Documentation systems also play a part in physical security. By comparing computing system activity logs to physical access records, companies can spot discrepancies and initiate investigations into suspicious activities.
Emergency exits typically have no handles from the outside. Employees can open them only from the inside, often sounding an alarm when in use.
Surveillance cameras in key areas dissuade employees from ignoring security procedures or attempting to view or acquire data for personal use. Cameras are especially useful in large production areas, such as Lanvera’s document production facility.
For Lanvera and others in the physical document production and distribution business, physical security extends to the paper documents with which we work. A privacy violation can occur if a machine inserts pages from two accounts into a single envelope. Double-stuffing mistakes are now rare occurrences thanks to modern technology. Clients expect 100% accuracy and we designed our document production workflow to deliver the highest level of integrity.
At Lanvera, we take all necessary precautions to ensure we handle our client’s documents accurately. We outfit our production equipment with cameras at critical points in the document workflow to capture information from pages as they pass. In the mail insertion process, for example, one of our cameras inspects pages as they enter the machine and another camera scans and records finished envelopes as they exit the inserting system. Any discrepancies cause the machine to stop and issue an operator alert.
Our automated systems compare data captured by these high speed scans to control files of expected materials. Should a page be missing, damaged, or out of order, our machines automatically notice the anomaly, reject the pages, and schedule the account for reprinting.
Lanvera’s Secure Facility
We take client data and document security seriously, merging administrative, technical, and physical security safeguards into a cohesive system designed to protect client information. We encrypt the data when in transit and at rest, only keeping data as long as necessary to do the tasks we’ve agreed to perform. Once data is no longer needed we delete it from our systems.
No organization can be entirely immune from malicious attacks. We’ve all read the reports of large entities targeted by criminals and falling prey to their illegal acts. However, we at Lanvera take every precaution to prevent or discover intrusion attempts as we process important work for our clients. If you’d like to learn more about the security measures Lanvera uses to protect data and documents, please contact us.