IN THE HIGH-VOLUME business of check services, automation is not an option: It's a necessary part of any bank's success strategy. But for many banks, the workplace reengineering that accompanies automation often renders the process a bust.

Not so at Crestar Bank, Richmond, Va. Over the course of the past four years, Crestar has completely revamped the way it tracks and retrieves customer transaction documents, dramatically improving the efficiency of its research department while reducing its staff by more than 25%.

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