Every month, more than 90,000 paper records make their way through the offices of this Spanish specialist for transportation, distribution and logistics. Marcos Fierro, a member of the executive team and the company's IT Director, remembers how things were: "Delivery slips and customer records documenting our transportation services as well as any accompanying invoices filled up walls and walls of shelves in our offices. In many cases, we had multiple copies of the very same records." A final invoice can only be generated by Norbert Dentressangle when a signed proof of delivery has been sent back by a driver. Then staffers responsible for particular orders must dig out all accompanying delivery forms. It gets even more difficult when an order is composed of multiple services; searches for all the pieces took up a lot of time. The company always emphasised quick turnaround for checking and registering these documents upon delivery. "We had to commit two fulltime employees alone to the task of registering and forwarding incoming documents," adds Marcos Fierro.
Telephone inquiries from customers or from other external offices meant more time wasted on retrieval and delayed responses. At some point, the waiting and search times as well as misplaced documents along the way became unsustainable. And handling the enormous flood of paper in the "normal" way was simply impossible. The requirements for a DMS system were clearly defined: the solution should be easy enough that both customers and external offices are able to use it with little training, to make it as simple as possible for everyone to search through a document pool. But aside from the significant reduction in time needed for registering, storing and retrieving, the company really emphasised its need to have one central document pool/archive. They also planned on capturing the five million existing documents into the system via a scanning service.