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Italian business services company launches Virtual Mail Room platform to manage and tracks all incoming and outgoing mail.

Blank A4 papers.

FDM, a highly respected Italian business services company, is considered one of the leading experts in document management within the financial services industry. In conjunction with Hyland's Nuxeo Platform, FDM has developed and taken to market a Virtual Mail Room platform that manages and tracks all incoming and outgoing mail, including digital documents, emails, physical documents and attachments.

FDM Services started out as a company specializing in the archiving of physical documents, which over the years gradually transformed into offering more and more digital-based services related to document management. Now, approximately 90% of FDM services are based on the Software-as-a-Service (SaaS) model, with the solution platforms installed at FDM’s data centers and accessed via the web.

FDM prides itself in keeping up with advances in digital enterprise content management and makes sure that its offerings are based on the latest technology.

FDM’s customer base is primarily banks and insurance companies, with other brand name Italian and global customers from a variety of industry sectors. They help insurance companies with their content management.

Challenge: Multichannel communications

At first thought, managing mail would seem to be a simple task: Receive it, log it and pass it on to the recipient. But multichannel communications complicate matters.

The challenge is multifaceted and gets exponentially more complex for large, distributed and multinational organizations. At these organizations, customer and business mail needs to be routed to different functional areas and departments for action and response. Often, a correspondence is misrouted, forgotten or lost. Tracking correspondence is key to a smooth-running operation and the ability to deliver good customer experience, but it's often overlooked.

Solution: Virtual Mail Room

The Virtual Mail Room is currently implemented at more than a dozen large financial institutions. Both paper and email can be managed through the same process, allowing companies to standardize the distribution procedures of internal mail in accordance with company policies.

FDM's services include the following for handling inbound mail:

  • Barcode application to paper mail and attachments
  • Digitalization of paper documents and uploading to the document management system
  • Receiving electronic documents
  • Physical storage of paper documents
  • Digital archiving of electronic documents

For outgoing documents, the service provides personalized document composition via the use of metadata and multichannel delivery of documents. 

The services offered allow an automatic and controlled mail flow, which is sorted on the appropriate paper or digital channel based on the customer’s needs. The workflow is subjected to monitoring and tracking processes.

Why Nuxeo Platform

FDM chose to transition from its existing content management platform to Nuxeo Platform as the underlying technology for its Virtual Mail Room for three main reasons. Nuxeo Platform provided:

  1. A true enterprise-capable platform that could scale to meet the needs of large distributed and multinational customers.
  2. An ability to build complex customizations and configurations on top of a stable platform.
  3. A modern content services architecture of microservices and strong API support.

Transitioning to Nuxeo Platform allowed FDM to deliver the Virtual Mail Room at the scale, level of configuration and speed demanded by their customers. Nuxeo Platform’s flexibility and low-code approach allowed FDM to develop integrations faster and with more functionality than before.

As a result, FDM was able to gain a competitive advantage by using Nuxeo Platform as the foundation to get the best from its own technology and related technologies already in use by its customer. Disruption to the customers was minimized, while at the same time delivering more efficient and value-driven processes that improved the customer experience.