When a new account is created, a credit file consisting of references, applications, Dun & Bradstreet™ reports and tax reports is established. Credit files are only accessed by a few employees but are extremely important to maintain and have a long document life.
The accounting information also operated on a paper based system. Besides the accounting and sales teams, management needed access to this information. With so many individuals working with the financial information, each employee lost an average of an hour a day just filing and searching for paper files.
Misfiled documents were an especially critical issue. In order to resolve a product problem, a sales rep needed to review the metal’s specifications. This meant a search for the invoice to find the heat or test report reference number and look up the actual report in a separate system. Since a metal bar may end up being processed into several different orders, a copy of the test report was frequently stored with each invoice to improve information access. This duplication of the report throughout the A/R files contributed to the company’s need for more file space. A missing invoice made it nearly impossible to find the heat report reference number and access the technical information about each product, hindering PSP’s ability to provide the highest level of customer service.