Popular Auto Adopts Fortis Document Management Software for Consumer Loan Servicing, Allowing Self-Service Web Access to Secure Documents
Popular Auto, the auto loan unit of Banco Popular, uses Fortis document management software to manage auto and boat loan contracts, titles, liens, correspondence and associated documentation. The Fortis solution provides the bank's customer service center with immediate access to customer information and provides customers with self-service online and secure access to documents. Popular Auto improved its overall customer satisfaction ratings, achieved a competitive advantage and has met compliance regulations with the Fortis document management solution.
Branford, CT (PRWEB) July 10, 2007 -- Westbrook Technologies, a leader in enterprise document management software for the mid-market and one of Deloitte and Touche's 2005 and 2006 "Fast 50" technology companies in Connecticut, today announced that their Puerto Rican distributor, Infomax, has completed an expansion of the implementation of Westbrook's Fortis document management software at Popular Auto, the auto loan unit of Banco Popular, the largest bank in Puerto Rico and the Caribbean.
Using Fortis document management software, auto and boat loan contracts, titles, liens, correspondence and associated documentation have been moved from paper storage to a completely electronic archive. Popular Auto now has in-place a powerful capability to analyze customer accounts and satisfy customer service issues far beyond what was previously available from paper-based record archives. This provides Popular Auto with significant competitive advantage as they continue to increase their consumer financing market share.
Fortis was selected by the world's largest Hispanic-owned financial institution after a rigorous evaluation of all available enterprise content management systems in the market. At present, the implemented system already contains over 3 million loan and lease documents and is actively accessed by 450 customer service agents as well as through a self-service web portal.
"Westbrook is gratified that Popular Auto has shown confidence that Fortis has the breadth of capabilities and the track record of reliability to be used for a mission-critical business application. Popular Auto joins 15,000 customers worldwide who are using Fortis document management software in a wide range of applications," said Paul Lord, president and CEO of Westbrook Technologies.
The Fortis electronic repository provides Popular's customer service center with immediate access to these customer documents, offers customers a web self-service environment for securely viewing their documents and satisfies legal requirements. The solution facilitates rapid delivery of documents to customers by email and or fax. The over three million documents stored in the system for active and inactive financing products (lease and loans) can be searched, retrieved and delivered in real time through the powerful and high-performance search features of the system.
To address Popular's requirements for complete protection of financially sensitive documents, Fortis provides powerful security and failsafe retention of customer documents. For each document type, the security module of Fortis manages which employees are able to access, view, and modify specific document types. Additionally, the security enables individual customers to have self-service view and print access to only their documents.
Popular Auto has been a customer of Infomax and the Fortis document management system since 2002. The solution evolved from initial stand-alone departmental implementation of Fortis document management software for auto and boat loan and lease documents to its current role as the document repository for all Popular Auto loans.
"Fortis has been an important contributor to improving Popular Auto's overall customer satisfaction ratings and performance," said Fernando Costa, from Popular Auto's President Office.
Popular Auto has measured a number of specific benefits realized from the implementation of Fortis, including:
| | - Compliance: Fortis provides a secure mechanism to store and retain documents which are legally required to be stored and kept secured.
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| | - Access: Fortis provides an efficient method to access and delivery documents requested by customers. This previously was a labor and time intensive activity, consuming at least $125,000 annually. Popular established metrics to measure how fast customer service agents were able to provide copies of licenses and other stored documents. These metrics have shown significant benefit from adoption of Fortis.
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| | - Improve Service Levels: Fortis provides improved business process efficiency and speed, enabling customer service representatives to address customer inquiries faster and better. This also increases customer service satisfaction complying with customer care policies.
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| | - Integration: Fortis provides seamless integration with the Lemans VehicleLinQ line-of-business system, providing employees better access to critical business information without requiring significant training.
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| | - Competitive Advantage: Fortis Portal, which allows for web self-service access to secure documents, provides a unique advantage to Popular Auto versus its competitors.
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According to Lourdes Ortiz Alvarado of Evertec, who worked on the Fortis implementation, the bank wanted an integrated, end-to-end solution to service its mix of loan and lease accounts, and capable of handling the accounting needs and as well as add an important advantage in customer service.
"We needed a solution that would integrate with VehicleLinQ, an auto finance management system, and would make the jobs of our customer service agents easier as well as a better experience for our customers. Fortis saves Popular Auto significant time and money in handling customer documents and has helped us gain competitive advantage in our customer service function," said Ortiz Alvarado.
About Popular Auto
Popular Auto, the largest automobile financing organization in Puerto Rico, is in turn a unit of Popular Inc., one of the 1000 largest companies in the world, with $1.8 billion dollars in assets.
About Infomax
Infomax is a Puerto Rican owned company that provides document management solutions, combining software, hardware and services to optimize business processes, reduce costs, ensure compliance and maximize collaboration. The Company's products and services include document management software, business process outsourcing, scanning, microfilming, report management (COLD/ERM), workflow, data capture, electronic commerce (EDI), office automation and related solutions. Infomax has been a Fortis reseller since 1995.
About Westbrook Technologies
Westbrook Technologies provides enterprise document management software solutions for mid-market companies that need to maintain their competitive edge. The Company develops Fortis document management software, Web-imaging (Fortis PowerWeb), ERM (Electronic Report Management) and workflow (Fortis Inflo) software in use at thousands of customer sites in 52 countries. Businesses across every vertical market depend on Westbrook Technologies' comprehensive document management solutions and use them to capture, index, store and retrieve their critical information from anywhere - instantly and securely. For more information, call (203) 483-6666 or visit www.westbrooktech.com.
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