A Client “Waterlogged” by an Outdated Document Management System
The Client
A leading water delivery service provider, primarily servicing the Greater Toronto Area.
The Challenge
The company was experiencing growth, and along with it, had outgrown their current document management system. Consider the headaches and disputes that can come from performing over 600 deliveries a day. Customers claiming no deliver was made, they were missing items from their order and delivery invoices being lost by the drivers. Anytime one of these disputes came up, customer service representatives had to physically search through boxes and boxes of paper records just to verify and reconcile deliveries made and/or received! A few years, they tried to tackle this challenge by implementing a basic document management system but they quickly outgrew the solution and were faced with a hefty 3x increase in cost if they wanted to upgrade it! That’s where we came in.
The Solution
Together we implemented a solution to streamline their process, mitigate risk, and reduce customer disputes. This solution allowed them to:
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Scan over 600 delivery invoices each day in less than 10 minutes
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Automatically extract the relevant information from the invoices so no data entry was required
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Distribute access office-wide
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Integrate with their Microsoft NAV ERP system
All thanks to our DocuWare Cloud solution paired with a robust scanning system.
Key Results
- Our solution decreased the amount of time spent handling paper, from hours to minutes.
- Customer Service Reps can resolve customer disputes in real time by pulling up images, and sending records while on the phone.
- This client now offers vastly improved response times to clients because more employees have access to files