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Streamlining from within: Iron Mountain onboards customers quickly with InSight DXP
Customer Success Stories
How Iron Mountain leveraged its own technology to unify systems, automate workflows, and simplify new customer setup processes.
Industry
Information management, Global Business Services
Challenge
Manual data entry in the new customer onboarding process (NCSP) led to delays, errors, and low customer satisfaction
Solution
Iron Mountain InSight® DXP
Value
- Eliminate manual bottlenecks by synchronizing contract data across systems
- Accelerate customer onboarding time
- Gain the capacity to onboard more new customers
When it comes to solutions, Iron Mountain conducts the ultimate litmus test: using them to solve real-world challenges in its very own operations.
Recently, Iron Mountain did just that with Iron Mountain InSight® DXP. With a labor and time-intensive manual process spanning many diverse systems, Iron Mountain grappled with the inefficiencies of setting up new customer accounts. Employees spent hours setting up accounts in financial, customer relationship management (CRM) software, operational, and billing systems.
To solve these challenges, Iron Mountain deployed InSight DXP, integrating its data onto a single platform. It automated the extraction of data from physical and digital contracts and pricing documents using intelligent document processing (IDP) workflows, and the results have surpassed expectations. The automation success rate grew to 99.5% and reduced the number of days it took to complete first orders from 23 days to 18 days.
The automation launched for the account setup function represents a pivotal first step in modernizing how we execute this capability. By establishing a strong and reliable foundation, we’re positioned to redeploy talent from transactional work to higher-value, customer-focused activities, accelerating our shift from tactical execution to strategic impact.
A common challenge
Like many organizations, Iron Mountain uses different systems across its business functions, including enterprise resource planning (ERP), human resources (HR), operational, and sales platforms. Growth through mergers and acquisitions has added even more complexity. From an IT perspective, these factors compound to create many disparate, sometimes redundant systems. For example, over 30 billing systems needed unification under the Salesforce platform.
Beyond the platform and system proliferation challenges, data quality is often an issue. When Iron Mountain acquires a company, some of the same customers might coexist in both systems. Data itself is expansive. It includes all categories and formats, such as employee, customer, contact, and inventory data, as well as structured, unstructured, and semi-structured data. This complexity must be managed to ensure data is accurate, valid, complete, and consistent.
An uncommon solution
For context, Iron Mountain InSight DXP is a solution unique in its robust capabilities and the outcomes it provides. It’s a content intelligence platform that governs information intelligently and compliantly, streamlining manual document and data processes, and unlocking actionable insights from unstructured data using IDP and agentic AI. The platform can be used to quickly build solutions with physical and digital content management, IDP, workflow automation, and information governance capabilities.
One of Iron Mountain’s primary use cases for InSight DXP is the Care Transformation initiative. After the sales team signs a customer contract, it transfers to the care organization, an onboarding team for new customers. The care team must pull data from documents and transfer it to all the relevant but disparate systems, such as CRMs and ERPs, warehouse operations, billing platforms, and customer-facing platforms.
InSight DXP helps build integrations with existing platforms and software, allowing care teams to work in a single environment to fully set up new customer accounts and shorten the overall process time.
Iron Mountain places a lot of focus on improving data collection and measuring data quality and integrity. It’s challenging— yet crucial—for Iron Mountain to synergize all data and make sure it’s high quality.
The care team no longer needs to read the contract and pricing documents and manually type information into our various systems. AI-powered extraction pulls the relevant information—including metadata—from the contract and automatically inputs them in our system, saving time and improving data quality and employee experiences.
What’s next?
At Iron Mountain, plans are underway to broaden the use of InSight DXP. The next priorities include standardizing contracts and developing a document‐repository strategy that brings both supplier and customer contracts into a single toolset. The organization also intends to use InSight DXP to gain deeper insights into the contracts themselves.
Want to learn more about Iron Mountain InSight DXP?
Explore how our platform can remove the bottleneck in Global Business Services.