SITUATION
⢠Needed an electronic document repository to store scanned documents
⢠Paper-driven operations were becoming overly expensive and time-intensive to manage
RESULTS
⢠Estimated $1 million in annual savings
⢠Enhanced employee experience
⢠Foundation for an optimized omnichannel experience for customers
D.L. Evans Bank is a century-old organization with over $3.2 billion in assets and dozens of branches across Idaho and Utah. As a true community bank, D.L. Evans offers a variety of personal, business and investment services while maintaining a simple mission: Help people.
To remain responsive to customer needs while addressing the banking industryās ever-changing compliance requirements, D.L. Evans has built a strong digital ecosystem that includes Laserfiche as a key component. Laserfiche acts as the bankās information backbone and main processing system, integrating with its core applications to support growth and scale.
āWeāre a $3.5 billion-in-assets institution today, up from $175 million around 25 years ago ā a big part of that has been possible because of Laserfiche,ā said Gerardo Munoz, D.L. Evans CIO.
āOver time, our use of Laserfiche evolved from document management to a business-critical system,ā said Munoz. āEvery process can be refined and automated, and Laserfiche was able to help with that.ā
As a part of this evolution, the bank leverages Laserficheās integration tools to connect Laserfiche to other core systems including its eSignature application, core banking software, CRM and loan origination program. Munoz and his team even use Laserfiche Connector as an integration tool to bridge applications for operations that do not use Laserfiche at all.

āOur Laserfiche repository has over 80 million documents in it, so itās as critical to us as our core banking system,ā Munoz said. āLaserfiche is the second-most critical application that we use in our institution.ā
Beyond the time and cost efficiency gains, D.L. Evans counts Laserfiche as a trusted system due to its robust records management capabilities. As a financial institution, the canāt afford to make mistakes with its record management procedures, which are heavily regulated by FDIC rules.
Laserfiche has helped minimize FDIC violations by standardizing how records are kept and updated; for example, retention rules notify compliance officers when a policy document needs to be updated and versioning enables policy reviewers to know if they are working with the most up to date copy of a document.
Auditing has also been streamlined. Whenever the FDIC requests a records audit, D.L. Evansā team is able to promptly retrieve and present the electronic documents and files in question. āLaserfiche has brought audit time down from four weeks to two,ā explains Munoz. āThis is actually a bigger improvement than it sounds because as weāve grown, we now have twice as many loans to audit.ā
Transforming the Employee Experience
In addition to making information easier to access, Laserfiche has enhanced the employee experience by standardizing and automating review and approval. Furthermore, integrations eliminate much of the manual data entry and application switching that waste employee time and cognitive energy.
āJust about every process needs some level of automation. The fact that automation can standardize procedures and processes is a major reason to do it. Using Laserfiche to do that has helped us save time and money, as well as prevent a lot of mistakes.ā ā Gerardo Munoz, D.L. Evans CIO
The bank recently reimagined the loan process, starting with vehicular loans, using Laserfiche. The integration between Laserfiche and Meridian ā the bankās loan origination program ā allows many of the previously manual tasks associated with loans to be entirely managed through a Laserfiche form and automated business process.
A Laserfiche form reads information directly from the loan application program and creates the loan packet, routes it through approvals and files everything in a centralized location.
This process also leverages a Laserfiche-DocuSign integration, enabling customers to submit signed documents that are automatically filed in the correct folder in Laserfiche, eliminating that task for loan officers.
āRather than hire more loan processors, we are trying to automate the process so we can be more proactive,ā Munoz said. āIt also gives our loan officers better visibility and trackability into all activities.ā
Similar automations are used to create new accounts, where information gathering and routing is managed by Laserfiche. As a result, bank employees can spend more time on the activities that require a human touch, such as customer service.

Another process that sounds deceptively quick and easy, but in reality can require multiple manual steps, is that of replacing a lost or stolen credit card. To accelerate these activities, the bank built a solution on an integration between Laserfiche and its CRM, 360 View. This enables representatives to easily create a service ticket in the CRM to start the replacement process for a customer. When a customer reports a lost or stolen credit card, a representative uses Laserfiche to automatically populate the service ticket with the customerās information and then route the ticket to the appropriate reviewers and approvers. The improvement has reduced processing time by 66% ā from six weeks to two weeks.
Laserfiche has also played an important role in mergers, as the bank is able to easily bring documents and data into their systems from acquired organizations. In one merger, Munoz explained, the bank avoided a $50,000 cost and monthslong wait to have a professional services firm convert and import documents.
āIt took me two hours to write a workflow and the documents were converted in a week,ā he said.
A True Community Bank
While most of the bankās Laserfiche initiatives are considered back-office solutions, D.L. Evans customers directly benefit from the increased efficiency. āLaserfiche helps us be more productive and provide faster responses to our customers,ā Munoz said.
The customer experience continues to be a guiding light for the D.L. Evans team, which was all-hands-on-deck during the COVID-19 pandemic. The bankās Paycheck Protection Program (PPP) loan process was developed over a weekend, and staff ā including the entire executive team ā were trained on how to process PPP loans in a matter of hours.
āWe even had our CEO processing PPP loans,ā Munoz said. āEverything worked seamlessly and was processed through the proper channels. Afterward, all the documentation was there, and customers were satisfied.ā
Thanks to the IT teamās quick response with Laserfiche and the entire staffās commitment, D.L. Evans was the largest PPP provider in the state of Idaho.
Today, the bank provides other forms of community service, including its scholarship program. Students can submit a Laserfiche form for D.L. Evansās Education Pays program ā a drawing which rewards high-performing students with laptops ā or its Scholarship Program, which awards thousands of dollars each year to high school seniors to attend any accredited college, university or trade school in the U.S.

Looking to the future, D.L. Evans is committed to creating a more cohesive, omnichannel experience for its customers. Laserfiche initiatives on the horizon include creating a self-service customer portal of Laserfiche Forms, enabling quicker and easier, 24/7 access to various services.
āAll things considered, Laserfiche saves us about $1 million every year since weāve implemented it,ā says Munoz. āLaserfiche has never been one of those products that just sits on the shelf and doesnāt get used.ā
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