97% SLA Compliance for a Financial Document Processing Team
A financial services back-office team receiving 400–600 documents daily was meeting SLA targets only 71% of the time. EPerf's DocFlow pipeline automated 78% of document handling and pushed SLA compliance to 97%.
Client
A back-office operations team at a financial services firm in Atlanta processing inbound documents for account services, compliance archiving, and wire operations.
Problem
400–600 documents arrived daily across email, fax-to-PDF, and file drop. Every document was manually opened, classified, and forwarded. Two FTEs spent their entire day on document sorting. SLA compliance was 71% — far below the 95% target.
Solution
EPerf built DocFlow — an automated ingestion, classification, and routing pipeline. The system handles 12 document types, extracts structured fields, and routes documents to the correct team queue automatically.
Results
- Documents handled automatically: 78%
- Manual review time reduced: 60%
- SLA compliance: 71% → 97%
- Two FTEs redeployed to higher-value work