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Smart Digital Content Platform

How to digitize and optimize correspondence management with Athento

Learn how to transform correspondence management to achieve speed and control in handling and responding to external users #IncomingRegistry #MailHandling #ReceptionDesk #DigitalTransformation 🚀
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Manuel Aguirre

Effective correspondence management is crucial for the smooth operation of any organization. This process involves the reception, classification, distribution, tracking, and archiving of information entering and leaving the company.

What is correspondence management or the reception desk?

Correspondence management is the set of practices and tools aimed at efficiently managing the documents and information that enter and leave an organization through various channels. This process is not limited solely to managing paper documents but also includes managing digital and electronic files.

In non-technical terms, the correspondence or reception desk is like the mailbox of an organization. It’s where all messages, letters, emails, and documents from other people or companies arrive. It serves as the point of entry for all information that needs processing by the company, whether it’s responding to customer inquiries, processing invoices, or coordinating projects. Essentially, it’s where the flow of information into an organization begins.

There are three key aspects to properly managing correspondence management:

  • Maintaining traceability of any document or external communication (from receipt to routing and resolution of the request).
  • Managing procedures or regulations that apply based on the nature of the communication. For example, specific response times for resolving requests.
  • Preventing information from being misrouted or never reaching its intended recipient.

Types of correspondence management

Within an organization, various types of correspondence are managed, each with its own importance and workflow.

Incoming Correspondence

Refers to all information that arrives at the organization from external sources, such as customers, suppliers, business partners, and other entities. This may include letters, emails, invoices, forms, among others. It’s important to note that incoming information can arrive through various channels including postal mail, email, public forms, WhatsApp, among others.

Outgoing Correspondence

On the other hand, outgoing correspondence comprises the information that the organization sends externally, directed to customers, suppliers, or other stakeholders. This may include letters, business proposals, reports, among others.

Internal Correspondence

In addition to external correspondence, organizations also manage a significant amount of information internally. This may include communications between departments, memoranda, internal reports, and other documents used for coordination and decision-making within the company.

Efficient management of these types of correspondence is essential to ensure smooth operation of the organization, customer satisfaction, and informed decision-making. In the following sections, we explain the key processes involved in correspondence management and how with Athento you can transform, digitize, and optimize the inbound and outbound registration of your business.

Processes involved in correspondence management

Correspondence management encompasses a series of key processes that are fundamental to managing information within a company:


During this process, the organization receives all incoming correspondence, whether in the form of physical letters, emails, or other digital means. For instance, a sales department may receive emails from customers interested in their products or services, as well as physical letters containing inquiries or complaints. It’s crucial that this correspondence is accurately logged and distributed to the appropriate departments for processing.

To ensure proper registration of received documents, it’s essential to carry out the “radicación” process. This procedure involves recording the receipt acknowledgment of documents, either manually or through the use of technological means that certify the document’s arrival at a specific date and time.

Radicación may involve the use of barcodes or QR codes, which further facilitate document management and tracking. These codes provide a unique identification for each document, making it easier to locate and track within the document management system.


Once correspondence is received, it is classified according to its type and priority. For example, emails may be classified as customer inquiries, information requests, or complaints, while physical letters may be classified as invoices, completed forms, or official correspondence. This classification enables the organization to prioritize and allocate resources efficiently for processing the correspondence.


After being classified, correspondence is sent to the appropriate individuals or departments for processing. For example, customer emails may be forwarded to the customer service team for response, while invoices may be sent to the accounting department for processing. It’s important that correspondence is distributed quickly and efficiently to ensure a timely response to the senders. The use of technology plays a crucial role in automating this distribution process, minimizing time and human errors.


Once correspondence has been distributed, tracking is conducted to ensure it is being handled appropriately and timely. For example, reminders may be set to respond to specific emails within a designated timeframe or to track deadlines for certain documents. This tracking ensures that no requests go unanswered and that deadlines are properly met.


Finally, once correspondence has been managed, it is properly archived for future reference. For example, physical copies of letters may be stored in designated folders, while digitally received correspondence can be archived in specific folders within the document management system. This archiving allows the organization to quickly access previous correspondence when needed and maintain a historical record of all interactions with customers and other stakeholders.

gestión de correspondencia Athento

How to digitize and optimize correspondence processes with Athento?

Athento enables efficient digitization and optimization of correspondence management. Athento’s functionality covers the entire lifecycle of digital content, providing users with a comprehensive solution to streamline business processes, from capture to digital archiving.

Let’s look at some functionalities:

Intelligent document capture

Athento offers advanced document capture capabilities that efficiently digitize physical documents. It uses OCR technology to extract key information from scanned documents or those already in digital format, such as invoices, forms, contracts, etc. This eliminates the need for manual data entry and speeds up the process of digitization and information management.

Additionally, with Athento, it’s possible to enable digital channels for capturing incoming documents or communications, enhancing self-service capabilities for external users. Some of these digital channels include:

  • Web forms
  • Email inbox
  • Mobile applications
  • WhatsApp Business
  • Integration with other tools
  • AI chatbots

Automatic classification

Athento automatically classifies correspondence into predefined categories. It uses intelligent classification algorithms to identify the type of document and assign appropriate tags and metadata. For example, it can distinguish between invoices, customer letters, service requests, etc., facilitating their subsequent processing.

Athento also simplifies logging and auditing by automatically processing correspondence (assigning a unique identification number), issuing receipts or certificates, and enabling the printing of physical labels to link paper documentation with its corresponding digital record.

Process automation

Athento enables the automation of workflows associated with correspondence management. It allows configuring rules and conditions so that documents are automatically directed to the appropriate departments or users. For example, invoices can be automatically routed to the accounting department, while customer inquiries can be assigned to the customer service team.

This streamlines the routing and forwarding of external communications, enabling recipients to manage, return, or reassign the process as needed.

Additionally, Athento supports SLAs (Service Level Agreements) in workflows, setting the maximum time a document can remain in a state and issuing notifications when defined deadlines are not met.

Integration with Existing Systems

Athento integrates seamlessly with other business systems such as CRM (Customer Relationship Management), ERP (Enterprise Resource Planning), email systems, or other types of corporate applications.

This allows for more efficient management of correspondence by synchronizing data and processes across different applications and departments, ensuring availability of documents and records within business applications.

Improved user or customer experience

Throughout the entire process (registration, routing, forwarding, and management), Athento allows sending notifications to internal and external users to keep them informed. It also enables the automatic generation of official response documents (Outgoing Register) branded with the organization’s identity.

Quick search and retrieval

The platform offers powerful search and retrieval tools that enable quick location of specific documents within the repository. You can search by keywords, dates, document types, or any other relevant criteria, making it easy to find necessary information within seconds.

Correspondence management with Athento allows for more responsive customer service, improved customer experience, reduced logistics costs, faster processing times, enhanced traceability, and decreased risk.

If you want to transform your correspondence management process, contact us today!