Moving to a paperless process, with secure automated storage and fast accurate retrieval of information, has greatly impacted the productivity of the orders department. Under the paper-based system, employees were frequently away from their desks searching for documentation. With DocuWare, the information is always right where they need it and management can visually track the workflow and redistribute order processing as needed. ”Our processes haven‘t changed, just our productivity,“ said Naslund.
DocuWare‘s ability to retrieve and link all the information about a customer or order, regardless of document type, has proved to be enormously helpful. Now, a CSR can do one search and find all of the relevant information about a customer or a specific transaction. This feature is especially useful when processing orders authorized under a blanket PO. Employees can easily see quantities that were authorized, ordered and shipped. Quick access to information provides a higher level of customer service being able to handle pricing and inventory matters with accuracy.
Resolving complaints has been simplified with the advent of digital workflow. Not only do the CSRs have instant access to information, but because the process uses electronic stamps, they can also find out how the order was received and who processed it. ”Our customers range from large distributor‘s to Amish farmers who can only call in on certain days. Regardless of PEER Bearing the customer, having all their information at our fingertips has boosted our level of customer service tremendously,“ said Kathy Billeck, Customer Service Supervisor.
The company was able to realize immediate cost savings averaging $47,700 a year. This was achieved because of DocuWare‘s ability to route incoming faxes electronically and automatically e-mail or e-fax sales order acknowledgements, resulting in a 90% reduction in fax volume. Additionally, automatic indexing and electronic retrieval reduced labor costs by 75%. ”We‘ve cut our paper usage and eliminated two full-time positions, all during a period of high growth. With revenues up 26%, handling this growth pattern is no longer a problem and we’ve already realized our return on investment in just under a year,” said Naslund.
DocuWare makes compliance with regulations by the Internal Revenue Service, Sarbanes-Oxley and HIPPA very manageable by providing a secure, audit trail to sensitive information. The company is ISO 9001:2008 certified and is working towards an ISO 14001 certification for identification, control and improvement of its environmental impact. Access to PEER’s digitized documents is controlled through a permissions structure which allows only designated employees to view important files and provides an audit trail of who accessed documents and when. The system’s tiered security determines who can and cannot delete files and version controls are used to manage documents such as contracts through the entire preparation process.