FJMB employees now have instant online access to information and never need to wait for a courier to deliver a box of documents, improving employee productivity and raising job satisfaction ratings. DocuWare is the tool FJMB employees needed to help them focus on their core responsibilities. Missing and misfiled documents have been eliminated along with most manual filing tasks.
Moving to DocuWare allowed the company to eliminate the filing room and create one physical location for their call center, contributing to better departmental communication and team unity. Customer service improved dramatically now that documentation can be retrieved not only by VIN number, but by car model, customer name or date purchased; thus providing the Service Advisor instant availability to the entire repair history for a specific car. Electronic annotations are now made directly on the ROs stored in DocuWare, giving any Service Advisor the ability to answer customer questions and eliminating the practice of writing notes directly on the hard copy document.
The IT department loves that fact that DocuWare file cabinets are virtually unlimited in size. The system currently contains 300 GB of information, but search queries return a response in just seconds. The system is backed-up nightly. As an additional step, for disaster recovery purposes, each month a copy of all the documentation from new car deals and ROs is burned to DVD or CD. In the event of a catastrophe, FJMB can be back in operation in a timely manner as the information on the DVDs can be easily reloaded or simply accessed from the disc.
“There is so much capability within DocuWare. It is an incredible product. Not only did we eliminate the filing room, but we are better managing our business processes, increasing profitability and looking to expand the solution enterprise-wide,“ said Fitkin.