Mailroom automation

Excel in customer communications. Let ABBYY take care of your incoming mail and focus on what matters: the client.


Reducing manual work to a minimum will directly result in lower operational costs and fewer errors. In addition, the solution helps significantly to save storage, archiving and transportation costs.

Automated processes virtually eliminate intensive manual work

Sorting and manually classifying documents and distributing them can require significant time and efforts. By using a mailroom automation solution these can be minimised. Moreover, costs related to resending, losing, destroying and archiving documents can be significantly reduced.

Electronic distribution and circulation of documents saves costs

With ABBYY’s mailroom automation solution, documents and other forms of communication are digitised as soon as they enter the organisation. The need to send paper documents to the corresponding case worker via internal post or to make them physically cycle through consequent workflows and approval paths can be minimised significantly or be avoided completely.

Less errors result in higher data quality

Manual retyping of paper documents or entering of key data into business systems does not only imply high processing costs. This work invariably causes errors. Missing digits in financial amounts or shifting the punctuation of monetary information can result in very costly consequences. Internal validation rules of ABBBYY’s highly precise data capturing technology help to minimise these costs and ensure high data quality.

Significantly reduced costs for storage in and transportation to archives

In a paperless office, enterprises digitise all incoming mail to reduce costs for physical storage in and transportation to mail archives. In addition, mails, documents and information can be found in electronic / virtual mail archives in a fraction of time, compared to searching for them in physical archives.


ABBYY mailroom automation solution will substantially improve workflows and business processes and increase case management efficiency. Valuable time involved in manual retyping or circulation of paper documents will be released to revenue generating tasks. The implementation of mailroom automation solutions can even uncover redundant or unproductive workflow steps.

Valuable time is freed up for revenue generating tasks

Automated, OCR-based document conversion and data capturing technologies take over manual tasks like retyping information from paper documents or entering key information of customer communication into business systems. Paper documents are scanned and automatically classified, relevant data is accurately captured and then routed to relevant downstream business processes and departments. These digital and automated workflows save time, which workers can invest in core assignments, decision making tasks and revenue generating activities.

Potentials for workflow optimisation

ABBYY mailroom automation solution will substantially increase efficiency and improve workflows and processes. By the digitisation of incoming customer information all business relevant data becomes instantly accessible by all involved stakeholders of the process – regardless of their original format. This is the first step in optimising business processes. Automation will improve the transparency and consistency of business processes, which opens up manifold opportunities to optimise them for even higher efficiency and compliance. As a side effect, the implementation of a mailroom automation solution does not seldom reveal redundant or unproductive workflow steps.

One solution for all input channels (Multi-Channel Capture)

The key to success of ABBYY mailroom automation solution is its ability to capture high volumes of information from various input channels in one single system. The solution’s flexibility also enables capturing scenarios via the web, using the Cloud or mobile devices.

Clean integration into existing workflows and systems

Mailroom automation with ABBYY’s solution will reveal a fast return on investment thanks to its efficient integration into enterprises’ existing routines and processes. Documents and data can be routed directly into the corresponding applications, such as Enterprise Content Management systems (ECM), Document Management Systems (DMS), Customer Relationship Management systems (CRM), and even accounting systems like SAP, Oracle, or Microsoft.


By digitising documents right at the point of engagement and automating mailroom processes, customer inquiries become instantly available to anyone across the enterprise. This shortens decision making cycles significantly. Documents can be processed according to their priority and even simultaneously in different departments or offices to facilitate multi-case-workflows.

Reduce manual work for mail sorting, re-typing and paper-based circulation

Based on digitised documents and reliable data extraction ABBYY automated mailroom solution classifies and sorts incoming documents and e-mails fast, cost effectively and reliably. Re-typing and manually entering data into business systems become redundant workflow steps. The electronic forwarding of customer communication is much quicker and less cost intensive than sending paper documents via internal mail – which could take several days, especially if the case workers are spread across different offices.

Customer inquiry processing according to priority

Organisations that aim at establishing or optimising their case management, will find a crucial basis in ABBYY mailroom solution: a precise classification of documents and their information. According to internal case scenarios and priority rules the solution enables efficient processing and a fast reply to customer queries.

Simultaneous processing of multi-case requests and virtual case management

Thanks to the digitisation of all incoming customer communication and the processing of it in one single system, cases that require processing in various departments can be handled simultaneously without losing time. Moreover, decision making that requires multiple roles from remote offices becomes much faster and virtual teamwork and case management becomes possible.

Multi-language talents in the mailroom

Enterprises with an international customer base or service providers from different countries receive mail in a variety of foreign languages. Mailroom workers would need profound language skills in order to correctly and speedy allocate communication cases to the right downstream business processes. ABBYY automated mailroom solution will handle this challenge in seconds in up to 190 languages (including different combinations of languages within a single document).

Unattended processing of standard cases and easy verification of exceptions

ABBYY intelligent document and content classification is ‘case sensitive’. While standard cases can be processed unattended by fully automated workflows within seconds, special cases or exceptions are prepared for manual verification.

Quick access to customer histories

Mailroom automation also enables a faster search for customer cases and history in digital archives, which will again fasten decision making and improve customer responsiveness. All relevant customer data and historical correspondence is prevalent instantly in the systems or virtual archives.


Recent technical developments have shifted the expectations of consumers towards quicker reaction times to their queries. Only fully automated mailroom processes can improve the responsiveness to customer needs, resulting in a higher service quality.

Speedy reply to customer queries

No matter if inquiries, orders, contracts or customer complaints, consumers expect a timely reply. Enterprises that send documents and information through manual and usually tedious workflows, cannot meet these expectations. Automated processes for customer communication with priority workflows according to predefined business cases enables fast turnarounds of inquiries, faster decision making and quicker response times. In addition, simultaneous processing of multi-topic cases becomes possible and ‘bottom-of-the-stack situations’ for customer documents can be minimised.

Increased quality for data capturing

Entering data from forms and other customer documents manually into enterprise’s business systems bears the potential risk for errors - usually resulting in time-consuming post-processing. Automated data extraction and system-based approval workflows reduce the level of manual interaction to a minimum. Data quality can be improved instantly which will positively influence customer satisfaction.

New input channels – e-mail, web-portals and mobile devices

More and more individuals prefer to communicate with an organisation via e-mail or via online request forms, for obvious reasons: flexibility, time savings and costs. Capturing documents with mobile devices or tablets and sending them to an enterprise is becoming increasingly important. A possible scenario would be a photograph of a damaged object or an accident taken on a mobile device and sent to an insurance company. Only if the input arriving from these channels is processed in the same application as paper-based documents, efficient case management becomes possible as the photographs need to be linked to the damage report that arrives by fax, paper mail or e-mail.

Learn more about ABBYY’s mobile capture solution ›


ABBYY mailroom automation solution helps businesses to control the flow of incoming information in an easy and efficient manner. Documents can be traced at any time during the process. Best practiсe workflows for document handling, such as for processing e-invoices or archiving signed contracts, support enterprises to meet the latest compliance standards.

Full transparency and traceability improves productivity

Businesses have full control over the flow of incoming information. Mail arriving via various channels is automatically classified, prioritised and distributed. Additionally, it can be traced at any time during the process – from the ‘point of engagement’ to its archiving location and even after documented deletion and destruction of data. Increased transparency in business processes and productivity opens up a variety of monitoring and statistics possibilities, ranging from a standard monitoring client up to advanced reporting tools for analytics and Business Intelligence (BI).

Automated processes help to meet the latest compliance standards

Mailroom automation enables organisations to tie down workflows for specific document handling procedures in order to meet the latest compliance standards, such as processing e-invoices or archiving signed contracts. Once set-up as fixed processing and routing paths, enterprises can be assured that such documents are always handled according to legal requirements.

Truly live environmental responsibility by reducing paper copies

The amount of documents arriving at companies – either centralised or at distributed locations or even at external shared service partners – is constantly growing. Enterprises and organisations, which are aiming to truly live environmental sustainability and responsibility will be supported by investing in an automated mailroom solution. Once captured at the mailroom, information is handled in pure digital form, which will avoid multiple paper copies formerly involved in processing and approval steps, and at the same time significantly reduce physical archiving and storage.

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Learn more about ABBYY products that power ABBYY mailroom automation solution.

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