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James Hay appoints Capital Capture to streamline manual administration

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James Hay Partnership, one of the UK’s largest self-invested personal pension providers, has appointed Capital Capture, a specialist in electronic capture services, to streamline its manual administration by improving routing speed and accuracy.



After implementing Kofax KTM, an automated document classification solution, the firm now routes 75 per cent of all incoming documents automatically.

James Hay Partnership administers GBP14bn of assets and services over 45,000 clients. On a weekly basis the firm is challenged with manually managing approximately 4,500 incoming documents. The organisation wanted to reduce its administration processes, to free up staff to focus on core business activities and improve customer service.

“We chose Capital Capture to design and install an automated document classification solution as we were already using Kofax Capture, to manage our existing scanning process. So it made sense to enhance our legacy process and select the classification and indexing module Kofax KTM to address our routing accuracy,” says Iain Tait, chief investment officer at James Hay Partnership.

Shortly after the installation of KTM, 45 per cent of all incoming documents were being automatically classified and this quickly increased to 75 per cent. Just 11 weeks after implementation, the solution now handles all automated classification by identifying key words, numbers and phrases within incoming documents.

“Once indexed and classified within Kofax KTM, individual pieces of electronic mail are then routed into the firms internal work streams and to the correct account executive,” says Mark Kirpalani, managing director, Capital Capture. “By working in this manner, it becomes easier to handle greater volumes of documents, which is particularly helpful as the business continues to grow.”

Justin Goldsmith, IT development manager at James Hay Partnership, adds: “We are extremely pleased with the initial results and the firms target of reducing its routing speeds by 60 minutes is now highly achievable. And as the classification engine continues to learn an increasing number of file structures, the benefits to our organisation overall, not least of all productivity of our staff, will continue to increase.”

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