Digital Mailroom as a Service: Capture, Classification & Routing of Incoming Mail

We can capture, classify and route your incoming mail to the correct people, departments and IT systems within your organization. Digital Mailroom makes it possible to capture all your incoming correspondence (paper and digital) irrespective of its source or type, extract data from it and automatically distribute digital images and data to the intended recipients. This ensures that the right people in the right departments within your organization (HR, finance, customer service, etc.) can access business-critical and time-sensitive data without wasting valuable time on a labour-intensive, costly and error-prone process of manual sorting of incoming mail. We can process and route virtually all types of incoming post for you, such as invoices, purchase orders, complaint letters, mortgage & loan applications, customer feedback forms, insurance claims, contracts, and many other incoming documents.

With over 30 years of experience in scanning, indexing and archiving massive volumes of documents, we know everything there is to know about digital mailroom automation. Our digital mailroom services are delivered through our ScanFactory division by highly qualified, security-cleared personnel. We work with all kinds of organizations that have a need to sort through and distribute high volumes of incoming mail in a centralized, streamlined and efficient manner.

Multi-channel Mail Input

We can capture high volumes of incoming documents arriving though various paper and electronic input channels in a centralized manner. This can be accomplished in multiple ways. We offer a number of flexible options to choose from. You decide which option suits you best:

  • Pick-up: We can pick up your incoming post directly from your location or local sorting office at agreed-upon intervals (e.g. weekly), scan it at our scanning facility, process & route it
  • P.O. Box: A dedicated P.O. Box can be set up for your suppliers or customers to send their documents to (e.g. invoices); we will collect them from the box, then scan, process & route them
  • On-site Scanning: You can scan your incoming mail on-site using your own multifunctionals or scanners; scanned images are automatically fed into our system for processing & routing
  • E-mail: You can e-mail your correspondence to a dedicated iGuana e-mail account; documents that you e-mail are automatically imported into our system for processing & routing

Incoming Mail Capture

If you decide to scan / capture your incoming mail yourself or e-mail it to us, we will start processing it directly using our sophisticated mail recognition, data extraction and routing technology. If you wish us to pick up paper mail from your location(s) or a P.O. Box, we will first need to scan it. To do this we use only the highest quality document scanners available on the market. Our production grade scanners come with state-of-the-art features that enable us to provide you with top quality digital images. In addition, we use our own proprietary technology to control, streamline and automate all our scanning operations, from A to Z – ScanFactory Resource Planning (SRP). Its main purpose is to reduce human intervention to an absolute minimum and remove the risk of human error. All stages of the mail scanning process are controlled entirely by our SRP, including quality control, human resource allocation and our high-end document scanners.

Incoming Mail Classification

The SRP platform automatically recognizes and classifies the incoming document stream. It identifies all content types (e.g. contract, invoice, application form, tax return, etc.) and leverages 4 classification technologies: image-based, text-based, separation page-based and rule-based. Depending on classification profile and your project settings, the classifiers can be used individually or in combination with each other (voting engine). Structured and semi-structured documents are subject to image classification, unstructured documents are classified by their content using both semantic and keyword-based approaches.

Incoming Mail Recognition

At the recognition stage, our SRP performs a fully automated process of identifying and analyzing documents / mail.


Documents that arrive with multiple pages are identified, sorted and separated from the incoming document stream, and treated as a singular document for processing. This is achieved with blank page detection, header detection, separation sheets or with predefined classification algorithms in our SRP.

Recognition Technologies

We use multiple advanced recognition technologies, including: OCR, ICR, OMR and barcode recognition.

  • Optical character recognition “OCR” of printed text in up to 190 languages
  • Intelligent character recognition “ICR” for hand-printed text in over 110 languages
  • Optical mark recognition “OMR” for a wide range of checkmarks
  • Barcode recognition for a variety of 1D (one-dimensional or linear) barcodes and 2D (two-dimensional) barcodes

Manual keying is used in cases where it is not possible to ‘recognize’ incoming mail automatically.

Data Extraction

Our SRP automatically extracts data from a variety of incoming mail, structured and unstructured, such as mortgage applications, tax returns, questionnaires, credit card applications, contracts, invoices, and many more. Some business tasks require granular content analysis and understanding. Our SRP platform provides text analytics by automatically identifying and extracting business-relevant information from your content, especially from unstructured information like contracts and reports. Our SRP can also perform full-text extraction. It can extract the entire text from a document via OCR. Full text extraction makes it possible to deliver searchable PDFs.

Data Verification

During the verification stage, our SRP provides automated and manual checks to ensure data accuracy. In-built business logic also determines if a data value corresponds to a linked business system (ERP, DMS, CRM, HRM, etc.), providing the possibility for automated matching services, straight-through processing and high levels of automation.

Automatic Verification

Automatic data validation ensures high quality of data and reduces the need for manual verification by human operators. Our SRP can perform the following automatic verifications:

  • Comparison against databases
  • Conformity with built-in validation rules
  • Compliance with formats
  • Data normalization
  • User-defined check

Manual Verification 

Manual verification (indexing) is used when it cannot be guaranteed that automated data extraction is accurate. If, during manual indexing, the correct input of indexes cannot be fully validated, double-keying method is used i.e. two persons manually index the same document separately from each other and a comparison is made between two index values to see if they are the same. The two indexes must be identical.

Routing of Images & Metadata

Digital images and metadata are automatically distributed / routed to the right person, department or IT system in your organization.

Delivery of images and metadata can be done via a Direct File Transfer method (VPN) straight into your workflow system, case management system, Document Management System (DMS), Enterprise Resource Planning (ERP) system, Customer Relationship Management (CRM) system, Human Resource Management (HRM) system, or any other relevant business system. They can also be distributed via e-mail directly to the mailboxes of your staff (e.g. invoices – to your accounting staff, claims – to your claims processing staff, complaint letters – to your customer service staff, etc.). You decide which option (or combination thereof) suits you best.

Delivery is a fully automated process governed entirely by SRP. All scanned images and metadata are stored directly in the SRP database. These images and metadata are automatically exported from SRP without any human intervention whatsoever. As a result, you have virtually unlimited flexibility in choosing your preferred image and metadata file formats, such as JPEG, TIFF, PDF, PDF/A, etc. for images, XML file or CSV file, etc. for metadata or any import format for your document management software.

Certified Destruction

All physical files are kept in quarantine (sealed storage) for a standard period of 1 month from the day scanned documents and metadata are delivered to you. This gives you the opportunity to perform your own quality control. Upon expiration of the quarantine period and your express approval, all quarantined documents are subjected to secure confidential destruction using Security Level P3, DIN 66399 standard. Once physical documents are destroyed, all scanned images and metadata are erased from our SRP system. You receive a confidential destruction certificate.

Privacy & Security

iGuana takes matters of privacy, security and data protection very seriously. We have an in-house Data Protection Officer (DPO) on staff who is responsible for ensuring compliance with internal privacy & security policies and implementing procedures in line with GDPR and with the ISO 27001 standard for information security.

  • In-house DPO on staff
  • Strict access controls; 24/7 monitoring
  • Ban on Wi-Fi & mobile phones
  • Background checks & confidentiality agreements
  • Secure transportation & sealed storage
  • Secure image & metadata delivery
  • Confidential certified destruction

ScanFactory Video

Quality & Image Enhancement

A set of clearly defined procedures governs every single step of our document scanning operations, from Pick-up to Metadata & Image Delivery. Every action taken in relation to your documents is tracked in the SRP system in real time. Our document scanners have built-in image quality control features, such as Perfect Page technology, blank page removal, double feed detection, Dual Stream scanning, Intelligent Quality Control, iThresholding, auto-deskew, etc.

The Image Enhancement module in our SRP system utilizes a 16-core server dedicated exclusively to post-scan image processing and performs a series of complex algorithmic image enhancement tasks. In addition to numerous manual quality checks, our Quality Supervisor is also automatically notified by the SRP of any quality issues detected by SRP’s sophisticated quality control algorithms.

Last but not least, our employees are trained to apply ISO 9001 Quality Management principles in all their work.

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