Vignette has added e-mail interaction capabilities to its imaging and workflow solution. The latest release of Vignette IDM (integrated document management) gives organizations that handle document-driven business processes, such as claims processing and mortgage applications, the ability to provide updates and gather supporting information via e-mail and enforce business rules.

For example, Vignette cites, if an insurance agent requests additional information on a claim, the customer can now respond via any e-mail-enabled device. Once a response is received, it is automatically attached to the claim file and routed back to the case officer for further processing. Vignette believes such interactions can reduce processing times and improve customer satisfaction.