"Our primary business requirement was to improve our competitive positioning by making customer service more convenient," says Allyn Pytel, senior vice president of media and output management at Key. "This system is a critical component in our strategic migration to an electronic environment that overcomes the two major obstacles to information delivery: time and distance. Our goals for this initiative were to enhance the customer experience, improve sales performance, streamline operational processes and leverage the Internet as a delivery channel. We've succeeded in all of these areas."

David Harris, vice president and division manager at Key concurs, adding, "We wanted to have just one electronic archive to support our requirements for regulatory compliance, internal operations and customer service. With the ViewDirect TCM integrated content repository as the cornerstone, we've achieved that objective."

Key replaced its check microfilm process with an imaging solution centered on the ViewDirect TCM content repository and e-presentment facilities. Images are now scanned, indexed and stored for 30 to 90 days, depending on the type of document, and then are compressed and migrated to virtual tape storage silos for nearline access. These documents are available to customers for online viewing through a secure Web site and have resulted in reduced calls to the service center and reduced costs of printing and mailing. For those customers who continue to use customer service by phone, manual look-up processes that took 5-10 minutes and were repeated more than a hundred times each day have been replaced by the push of a button and inquiry turnaround time has been reduced to seconds.

Pytel notes that since deploying the system, more than 90,000 customers have elected to turn off paper statements and receive them online. "Customers who receive their statements electronically get them 2-3 days before those who continue to receive them by mail," adds Pytel. "But more important, they can bank when they want to bank, with 24-hour-a-day online access to 60 days of checks and 13 months of statement history, and they have the assurance of enhanced privacy and protection against identity theft."

In addition to getting information to customers faster, the election of online banking has eliminated the need for printing and mailing more than 140,000 monthly retail statements. Further, millions of pages of internal paper and microfiche have been eliminated, streamlining internal processes throughout the organization.

Key calculates hard dollar savings amounting to more than $12 million a year. The savings result from reductions in mailed customer documents, tape storage consolidation and elimination of microfiche. "We used to spend $92,000 a month on microfiche," Pytel says. "In January, our bill was $350." Plus, processing check images through the clearing process in place of physical checks has the potential to save Key an incremental $10 million annually in physical transportation costs.

"Key is a forward-thinking organization with a clear vision of how to use technology to achieve strategic advantage," said Skip Dugas, vice president of professional services at Mobius. "This project addressed multiple enterprise requirements from back-office processing to leveraging the Internet as an information delivery channel. It illustrates the benefits of taking a strategic view of content management needs and developing an integrated solution to address them. We're pleased that Mobius's ViewDirect TCM software and our professional services team met KeyCorp's demanding requirements and we look forward to supporting their growth and e-business initiatives well into the future."