DM Jan-Feb 2021

Dm CASE STUDY: DIRECT LINE GROUP
Keeping the mail flowing
EDM Group has helped Direct Line Group to empower its workers with a rapid
installation digital mailroom that has helped the business to continue operations
throughout the Covid-19 crisis
Direct Line Group is a leading UK
insurance company that provides
policies in four areas: motor,
home, rescue and other personal lines,
and commercial. Headquartered in
London, the group has more than
10,500 employees based in offices
around the UK.
CRISIS MANAGEMENT
When the Covid-19 crisis emerged in
March 2020, Direct Line Group took the
decision - following government
guidelines - to realign its operations
and put into action a strategy to enable
its employees to work remotely from
home. This included five business
centres that processed physical mail
from customers and businesses.
With the operations no longer open,
there would potentially be around
4,000 items of post arriving each day
via Royal Mail that could not be
processed and ultimately not available
to staff. The solution to the challenge
was to set up an emergency digital
mailroom through which physical mail
items could be re-routed, digitised and
then made available and processed by
staff working from home.
Direct Line approached EDM for a
digital solution, as an existing supplier
which has provided records
management services to their firm for
many years. The requirement was for a
digital mailroom which needed to be
operational as quickly as possible so
that business correspondence could be
dealt with swiftly and effectively.
EDM Group is a leading international
provider of digitisation, digital and
information management solutions.
24
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January/February 2021
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