The system was set up on a Friday and was up and running the next Monday with the entire staff using it. All employees had been previously trained using DocuWare’s eLearning programme, which could either be completed via CD or online. In the previous paperbased system, files were hard to track, especially when someone was sick. Now claims can come in and anyone at Bromwall can retrieve the matching records for processing, simply by entering the name of a company, contact or number. The new electronic workflow mirrors the paper-based workflow, but also makes it easy for a supervisor to identify any possible shortfalls by observing the outstanding documents in the individual staff baskets. Moving documents between baskets and placing them in the filing cabinet has come down to a simple click of a button.
Regardless of the format in which they originate, documents now become a part of the centralised DocuWare repository where they are instantly available to all authorised users. By using Docu-Ware Professional Server, everything is accessible online. Ten licenses are shared by all 15 employees giving most of them direct access to the one central document pool, engaging the system 75 man-hours per day. In addition, some of Bromwall’s personnel use two computers and/or screens. This allows the programme to be open on one screen and the filed document to be opened on the other, providing a full-screen display for easy comparison. After adding two large scanners (a Minolta C 450 and Panasonic Workio DP 2330) and a few small desk scanners to be used locally, any documents received by fax or post are now scanned immediately.
Faxes are automatically converted by MAPI Interface into e-mail, then sent directly to Microsoft Outlook via ACTIVE IMPORT, which in turn sends them directly into a DocuWare basket. Here they are filed, distributed with the help of automatic indexing. Some email is printed in a TIFF format, which stores them in an unalterable format. Retrieving is simple by entering a company name or a claim number into a Search Dialogue. The senior staff even has the ability to record phone conversations. The log is annotated with the caller’s details, then saved as a WAV file and archived in DocuWare.