Incoming orders, invoices and legal documents are made available instantly and by mouse click as soon as they are generated or are received. This means that the call center has rapid and complete information to answer questions and complaints from customers and representatives.
With the help of DocuWare, the scanned order forms can be accessed instantly with the press of a button. In the case of products claimed as missing in a shipment, it’s now fast and easy to see if AVON or the beneficiary was mistaken. This helps to fulfill the 100% satisfaction guarantee not only for products, but also for service. Competent answers guarantee customer satisfaction, and since satisfying answers to complaints has proven as one of the best grounds for customer loyalty, in this case DocuWare helps support the customer retention program.
Saving Cost, Space and Time
Checking orders in response to missing product complaints has become fast and easy. AVON saves costs by not resending products on unjustified complaints. Storing at least 250,000 orders per year – 1 million pages – in paper resulted in more than 100 meters of paper in folders, whereas DocuWare neatly stores all these documents on 22 DVDs, available for research from the desktop.
Besides the call center, other departments are profiting from the document management system. Spool files from invoices are now filed automatically using the COLD/READ module. Instead of printing an original and copies on flimsy paper, only one printout on conventional paper is needed – the one that goes out to the customer. The copies that have to be kept internally are filed electronically, and the index data is read from the data stream while the document is printed. At a quantity of 1,000 to 2,000 invoices per day this not only saves paper and space, it also saves a substantial amount of storage and sorting time, formerly a full time job for one person. The files are now immediately available for research, and can even be viewed in the original layout due to a deposited template.
It is easy to imagine that with the quantities of invoices AVON has to archive, some filing mistakes are nearly bound to happen when relying on paper. These mistakes resulted in long research times for wrongly sorted invoices. With DocuWare, the long wait times are a thing of the past. Instead of 30 meters of paper per year, the invoice spool files now stored on one easy to handle DVD. The time savings go into more interesting and productive tasks. Accounting processes can be handled faster - and, after all, earlier invoicing means earlier payment.
The same advantages are true for the legal department which has to administer thousands of legal documents, especially ones regarding a failure to pay. And now the personnel department is using DocuWare to keep a firm grasp on the over 20,000 contracts made with employees and consultants.