High-quality scans drastically reduce post-processing rate

BGHM’s around 5.4 million insureds generate enormous amounts of paperwork every day. Since sending documents by mail adds another 1–2 days to the processing time, BGHM decided to add a digital document transmission feature to the meineBGHM mobile app.

When documents were required, users simply submitted photos of them. However, poor lighting, awkward angles, and low camera resolution degraded the quality of these digital copies. This resulted in a post-processing rate of 100%, making fully automated OCR processing in the backend plainly impossible. This meant enormous back-office workloads and long processing times.

To optimize this workflow, it was above all necessary to cut the post-processing rate. Achieving this meant significantly increasing the input quality. This would enable fully automated processing in the backend.

In response to problems they were experiencing, BGHM focused on improving input quality. To achieve this, the team decided to integrate a Document Scanner SDK into their iOS and Android apps using Xamarin.Forms.

A critical requirement was real-time feedback: Users should be told immediately either that the scanning result is sufficient, or else to repeat the scanning process. This ensures that only high-quality results – which don’t require manual post-processing – reach the backend.

The user guidance of the Scanbot SDK leads users through the entire scanning process. Even inexperienced users easily produce perfect results. This makes for a much more convenient and efficient user experience.

With its versatile features, such as automatic cropping and user guidance, flawless output, and its availability for the Xamarin.Forms hybrid platform, the Scanbot SDK was the perfect solution for BGHM.

Let’s now take a look at BGHM’s workflow before integrating the Scanbot SDK to see precisely where friction arose:

1. A user wants to submit a benefit claim digitally. First, they take a photo of it with their cell phone camera. Since there is no immediate feedback, the picture is poor.
2. They then upload the photo to the myBGHM app as a PDF.
3. The document is transmitted to the backend for further processing.
4. The image quality does not allow fully automatic text recognition. Manual correction is therefore necessary in 100% of cases.
5. Once all data has been registered in the backend, the claim application is processed.

The necessary manual post-processing of the photos significantly delays all downstream administrative processes and causes high costs. To save time and resources, a fully automated, digital process had to be created.

After integrating the Scanbot SDK, the BGHM workflow looks like this:

1. A user wants to submit a benefit claim digitally and opens myBGHM. They directly access the Scanbot Document Scanner. The Scanbot SDK’s user guidance directs them into the perfect scan position. If the document scans turn out insufficient, the user is prompted to repeat them.
2. The scan is then automatically cropped and processed with filters which compensate for wrinkles in the paper or poor lighting.
3. The scan is submitted to the backend as a PDF in the next step.
4. Thanks to high document quality, text recognition automatically reads the data.
5. The claim is immediately ready for processing.

• Low post-processing rate
• Frictionless automation
• Reduced costs
• High customer satisfaction