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Intake
Somewhere in your building, paper is waiting for the next desk.
Someone collects it, sorts it, decides where it goes and walks it there, which isn’t the job they were hired to do. We take that step off your team. Your paper is collected on a schedule, captured in our own buildings under documented custody, and delivered back into the systems you already run.
The cost of staying on paper
The cost of keeping paper rarely gets its own line in the budget, so it grows without anyone approving it. It shows up as staff hours spent retrieving and re-filing, and as requests that wait on a trip to storage.
Retrieving, re-filing, driving to storage and re-keying, spread across people whose job titles say something else.
A record request, a claim or an audit response moves at the speed of its slowest physical step.
Add transcription mistakes and misfiled pages, and in a regulated operation each one is a finding waiting for an audit.
Automation you’ve already funded sits idle while the content it needs is still on paper.
What we take on
We assess the condition of your paper, so nobody has to inventory their own archive before a conversation can start.
The volume doesn’t care whether somebody is out sick or the team is two people short. We collect your active paper directly from your site, on our own pickup network, on a schedule your process can plan around, and turn it around inside your SLA.
Our own vehicles and drivers. We run our own pickup network, daily in some markets, rather than handing your records to a carrier.
Turnaround against your clock. Committed against your process SLA and agreed at scoping. Night shifts where your turnaround calls for it.
Reachable while it’s with us. Custody is documented end to end, so you can locate and pull any record at any point in the process.
A named team. A dedicated project manager who owns delivery and a dedicated account manager who owns the outcome.
Everyone agrees it needs dealing with, and it’s lost every budget cycle it’s ever been in, because nothing breaks today if it stays exactly where it is. We clear it once, at enterprise volume and in any condition.
Any condition, at enterprise volume. Bound volumes, large format, microfilm and microfiche, aperture cards, and damaged and fragile originals are all standard scope, not special cases.
Delivered where it makes sense. From our regional processing facilities, or on site where records can’t leave the building.
Full chain of custody. Every document is tracked from pickup or receipt through final digital delivery, with documented custody at every step.
Your choice when it’s done. Secure destruction after an agreed hold period, return of your originals, or storage for an agreed term.
We take over a mail-dependent process on your behalf. Most of the time that means one piece of a workflow, like a claims process that happens to run through the mail, rather than your whole mail function.
One point of accountability. You’re not coordinating multiple vendors or internal shifts to keep a mail-dependent process covered. One team owns it from the moment mail arrives.
Scoped to the process, not the department. Most engagements take over one process, like a claims process that happens to arrive by mail, not your whole mail function.
Pairs with Day-Forward Scanning. Standalone, or as the front end of a Day-Forward engagement where you have both a mail-dependent process and active paper we collect separately.
Same custody standards as the rest of Intake. Secure handling, including facility security, screened staff and documented chain of custody.
Accountability
We own the schedule, the quality, the security of every record and what happens to your originals afterward. Every image goes through human-in-the-loop validation twice: on screen as it’s scanned, then in a readability review after capture. Trained staff take the damaged, non-standard and ambiguous documents.
We own
Pickup, capture, quality, custody and the disposition of your originals.
You keep
Your records, your systems and the final say on retention.
“They’ve dealt with unforeseen anomalies more than once and delivered without asking for a change order.”
Robert Lebel, Project Manager, Massachusetts Registry of Vital Records
Quality standard
The operator watches each image as it’s captured and fixes problems on the spot.
A QC operator reviews every image for readability.
A QC operator compares a 10% or 25% sample of images against the original paper. With page-to-image review, every image is compared.
Who we do this for
Claims and appeals, against a backlog that grows every day
Vital records and permits, against request turnaround
Lease and title files, against a closing date
Invoices and remittance, against a month-end close on paper
Who we work with
Reduction in retrieval time
Retrieval time cut from 10 minutes to 3.
SLA adherence on fraud-related communications
Intake standardized across paper, fax, CD and portal for a payer with high daily correspondence volume.
An invoice mail engagement. We took over the mail-dependent piece of their payment workflow.
See the Mailroom work →Delivery and protection
Four high-security regional facilities, run by our own people. For large custom engagements, we bring the scanning to you, anywhere in the continental U.S.
Three ways your records reach us
Scheduled pickup. Our own vehicles and drivers, at a cadence your process sets, daily in some markets.
Secure shipping. Where your location or volume makes that the better option.
On-site scanning. Available for large custom engagements, anywhere in the continental U.S., where records can’t leave the building or volume makes transport impractical. Same capture standards, same custody documentation.
Documented and unbroken from pickup or receipt through final digital delivery. Every handoff is recorded, and you can pull any record at any point and know where it is. That matters for your working process as much as for audit: if your team still depends on a document, you need to reach it while it’s with us.
Your work routes to the facility nearest you. Where a requirement is specific to one facility, it routes to the facility that meets that requirement instead.
Security and compliance
You’re handing us records, not a workload. That changes what you should expect us to prove before you hand anything over.
Our own buildings. Physical processing happens in our own facilities. Client material in process is segregated.
Controlled access. Individually activated badge readers on every processing floor. Visitors are logged, sign a confidentiality agreement and are escorted throughout.
Screened people. Background screening before hire, a confidentiality and non-disclosure agreement as a condition of employment, and security training at hire and every year.
SOC 2 Type II
Audited across every processing facility, one report wherever your work runs.
ISO 27001:2022
Certified at our Philadelphia Metro and Chicago Metro facilities.
HIPAA
Compliance across processing operations, evidence tested annually at our Philadelphia Metro and Chicago Metro facilities.
CJIS
Accommodated per engagement, scoped to what you need to secure.
Security monitoring
Security event and threat monitoring (SIEM), around the clock.
Chain of custody
Every handoff recorded, pickup to delivery.
Reports and attestations are shared with you under NDA rather than published. We also work to security requirements you carry beyond what we already hold, agreed at scoping.
How it runs
Day-Forward and Mailroom run the same stages continuously rather than once. Setup happens at the start of the relationship, then stages 02 through 06 repeat against incoming volume.
Goals, record types, volumes and what has to be reachable once the paper is gone. We run a sample before scoping the full engagement, because what gets described and what actually arrives routinely differ.
Before you talk to anyone
Tells you how much paper you have, inside a plus or minus 10% range. You won’t be asked for indexing details, pricing or contact information.
Run the estimatorScheduled pickup on our own network, secure shipping, or on-site scanning where records can’t leave the building or volume makes transport impractical. Transport is scoped to your engagement.
Everything done to the paper before scanning: removing staples, clips and binding, unfolding, repairing torn pages and finding page breaks by eye where needed. The most variable stage. It’s scoped in levels from the sample. If paper arrives in worse condition than the sample showed, we flag it and agree the change with you before work continues.
Capture at our facilities or on site, under documented custody. The operator watches each image as it’s captured and fixes problems on the spot.
Folder-level indexing keyed off the folder tab. In a thumbnail review, a QC operator checks every image for readability. Damaged, non-standard and ambiguous documents go to trained staff rather than holding up the batch.
Scanned files go to your SFTP in one delivery or a series, each with a delivery report. You review what you receive and give a project sign-off at close. Files go forward to Refine when you need that next step.
A contact to arrange pickup or on-site access, sign-off on the index structure (the fields and document types we capture), a systems contact to set up SFTP delivery, review of the scanned files you receive, and a project sign-off at close.
Outputs and decisions
Your content lands in the systems you already run. None of this requires a new platform.
Where this stops: the index point is the folder tab. You get searchable files organized the way the folder was organized. Knowing that a given page inside that folder is an explanation of benefits rather than an appeal letter, and capturing the fields on it, is the step after this one.
You decide what happens to your originals. Hold period, destruction method and documentation, and the terms of any return or storage are all agreed at scoping.
Securely destroyed after a hold period you agree, with your sign-off approving the certified destruction before it happens.
Your originals come back to you, organized however the engagement calls for.
We hold your originals for an agreed term while you decide.
For regulated organizations this is where conversion pays off on retention. Physical storage makes enforcement manual and destruction hard to verify.
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Where this leads
What’s inside those documents comes next: the data extracted, matched and classified so your systems can act on it without anyone re-keying a page. We do that too, through Refine, and the two are quoted together as one solution, one proposal and one scope of work, itemized so you can see each part for what it is.
Think of us as the general contractor for complex document and data operations. Intake, Refine, Manage and Activate run under one accountable team, so the work holds up from the first page captured to the decision it informs.
Start the conversation
Most organizations can’t name that number, and trying is what moves the decision. Four answers get you close: what you pay a year for off-site storage, the hours a week staff spend retrieving and re-filing, how long a record request takes end to end, and how much the backlog grew last year. Bring yours and we’ll scope against them.
Not ready to talk? The Paper Volume Estimator tells you how much paper you have. No form.
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