Business Challenge

  • Client with multiple statewide hospital and office facilities faced challenges triaging 10k faxes per day containing pre-authorization forms
  • Multiple resources were assigned to perform manual triage activities
  • Records were not compliant in accordance to hospital or government guidelines
  • SLA targets were not met due to records being inaccessible or not available to the business users


  • Fax Automation Solution (FAS) leveraging  the OpenText platform with Alitek solution tools
  • Defined the specific ingestion requirements for all incoming forms subject to the triage process
  • Built SharePoint Flows and Content Workflows to formalize the classification and review of the actionable tasks
  • Integrated with EMR/EHR’s allowing for single source of truth when filing incoming forms

Benefits & ROI

  • Average time to process incoming faxes takes seconds with real-time review
  • Cost reduction of up to 80% of current cost to manual triage process flow
  • Users are able to directly access key information in real-time, improving decision making , customer/patient support
  • 100% SLA compliance
  • Better customer service
  • The ability to report on all tasks in the process managing operational efficiencies