With DocuWare, RS&A can keep a copy of each claim but still make digital annotations on a separate layer; having the original available is very helpful when answering dealer or manufacturer requests.
“When a dealer calls with claims questions, we simply punch in the claim number and view the claim on the screen. Prior to DocuWare, we would have to go through hundreds of claims to find a specific one and then call the dealer back in order to answer a simple question. With DocuWare our response is immediate, improving our customer service,” said Randy Shepard Jr, Chief Financial Officer and MIS Manager for RS&A.
DocuWare’s tracking features allow RS&A to see who worked on each claim and allows them to go back to the staff member who originally worked on a claim when answering questions. Additionally, claims are able to be processed more efficiently because handwritten notes are no longer used and the electronic workflow ensures nothing is lost.
Adding DocuWare to RS&A’s IT system allows the company and its dealers to eliminate document shipping costs. The transparent nature of the system helps ensure that each claim is submitted to the manufacturer within 24-48 hours, which in most cases results in claims being paid the following day. With DocuWare in place, cash flow has improved for both the dealer and RS&A. The dealer gets paid more quickly by the manufacturer and RS&A is able to bill the dealership for their services faster.
“We are so happy with our digital claims process and the elimination of all the paper. With the superior support we receive from DocuWare and our Authorized DocuWare Partner, we are in a win win situation. Our integrated solution has increased the efficiency of the entire office and has positively impacted our customer service,” said Shepard.
RS&A has eliminated most of their printing and copying costs, substantially reducing their paper use from 2,400 reams a year to 100 reams a year and they are continuing to refine their processes to eliminate even more printing and paper use. By moving to a paperless process the company removed filing cabinets and gained valuable office space, adding three new workstations.