Trust achieves 80% touchless, same-day processing of complex medical invoices

About Trust

Trust is a B2B healthcare coordination company that specializes in managing accident claims for insurance companies in Portugal. Their business model focuses on efficiency, ensuring patients receive the best treatment without delays while controlling insurance companies’ costs.

This requires processing a large volume of complex healthcare invoices from their network of 700 hospitals, clinics, diagnostic centers, and specialists throughout Portugal.

Business objective

The finance team at Trust sought to transform their invoice processing operations to support the company’s growth and strategic vision. Their primary objective was to build a team of critical thinkers focused on innovation rather than routine processing.

Their specific success criteria included:

• Implementing a scalable solution to handle increasing invoice volumes
• Reducing the manual effort required for invoice processing
• Improving data quality and capture for better business intelligence
• Enhancing relationships with healthcare provider partners
• Creating a more attractive work environment that would retain talented employees

“We want people who have critical thinking, innovate, and think of different ways of doing business. If you want that kind of people, you can’t ask them to check invoices.”

Manuel Antunes de Oliveira, Finance Director

The challenge

Trust was struggling with several significant challenges in processing their 150,000+ annual invoices:

• Outdated technology: The AP team relied on a template-based in-house OCR solution that was becoming obsolete after the original developer left the company. The solution was not reliable given the diverse invoice types that Trust received from their 700+ partners.
• Resource-intensive manual processing: Because of inadequate OCR capabilities, a substantial portion of invoices required manual processing and corrections. One team member spent two hours daily sorting invoices from the inbox into appropriate folders based on regions and suppliers.
• Quality issues: Manual processing led to data entry errors, including incorrect payment amounts, which affected relationships with healthcare providers and impaired their ability to analyze operations.
• Lack of data capture: Critical data fields such as invoice issue dates weren’t being consistently captured, limiting their ability to make data-driven decisions.

The manual approach wasn’t sustainable with their rapid business growth, threatening to create a major operational bottleneck. Valuable employees with critical thinking skills were spending their time on repetitive data entry rather than strategic work.

Solution

Trust moved all of their invoice processing to Rossum, with the following key capabilities:

• Email integration: A rule was created to forward supplier invoices to Rossum’s email address for automated processing, eliminating the need for manual sorting.
• Data validation: Data extracted from invoices is validated using custom rules and matched to eight master data sets.
• ERP integration: After data is validated, Rossum posts an invoice in the ERP.

“What gave us confidence to move forward with Rossum was that we were able to implement a complex business case right in the trial version. The UI was really intuitive and we immediately started seeing results.”

Manuel Miranda, Head of Sales, Accounts Payable & Financial Insights

Results

Since going live in February 2025, Trust has achieved remarkable results:

• Exceptional automation rate: The team achieved approximately 80% automation in its first month of using Rossum with 95% data extraction accuracy
• Eliminated manual sorting: The two-hour daily task of sorting emails into appropriate folders has been completely eliminated.
• Dramatically reduced processing time: The lead time for processing invoices has dropped to only 10 seconds.

“We now have cases where the invoice was issued today and processed today. We don’t have a bottleneck anymore.”

Manuel Antunes de Oliveira, Finance Director

Besides operating improvements, Trust has achieved:

• Enhanced process visibility: The team now has complete visibility into its invoice backlog.
• Improved data quality and business intelligence: Rossum captures critical data fields that were previously missed, such as invoice issue dates and process numbers, enabling better analysis and business intelligence.
• Better supplier relationships: By resolving invoice processing issues, Trust can now focus on developing deeper, more strategic relationships with their healthcare partners.
• AP team reduction: Instead of 4 people in the past, just one person can now manage all the invoice volume.

“Nowadays, we have ways of knowing how many invoices we still have to process, what the backlog is, and an estimate of the value of that backlog,” explained Manuel Antunes.

The future

The team at Trust are looking to further increase automation rates, process surgical invoices processing through Rossum, and start with additional use cases.

“What impressed me about Rossum from the very beginning was how invested they were in the success of the project. It’s not a typical vendor-client relationship. The values and energy of the Rossum team make a difference for me.”

Marta Vieira de Araújo, CEO, Trust