correspondence letters with attachments process

The process we utilize today with NB creating correspondence letters out of CaseView does not work well - we would like the opportunity to share the issues with the current process when we get to the point of creating this in FAST. One of the biggest isues stems from our remote working environment, team members create letters that need something attached to it- how do they get the item to be attached and the letter to a person in the office that can actually print, combine together, place in envelope and mail out. We have a system today, but it's very hard for NB CM's to remember what they are supposed to do - so often there are mis-handles which in some scenarios can cause major issues.