The Challenge

This disruption to existing contracts put client relationships at risk, an outcome that was not acceptable to our client. They wanted to reduce the time it took to complete a case by making it easier for employees to find and access documents when they were actually needed.

This client wanted to deploy a proven process that continuously updated both the existing paper files and an electronic document management system. The client also wanted to reduce the total cost of document processing – for paper, printing, copies, faxes, mail, distribution, and storage.

They were also looking to control the cost of managing records, including offsite storage.

The Solution

Working in concert with the client's IT department, Océ redesigned the document flows and imaging processes. Our workflow design enabled the client to centralize all the new documents that need to be added to the customer files on a daily basis.

The next step put in place a process for imaging, indexing and updating electronic files, followed by the filing of paper records. The technology solution was designed using bar-code indexing, a system that offers a convenient way to both index and connect the electronic files with their paper counterparts. This solution also served to leverage directory lookup, thereby reducing the key-entry workload during indexing or searching. Advanced imaging technology is incorporated which automatically cleans up the image and OCR for fulltext searches. In records management, Océ implemented new filing systems to store more files in less room, used barcoding to label and track files easily, and renegotiated storage and transportation costs with off-site storage vendors.

The Result

The new centralized document-imaging process liberated staff in marketing, customer service, accounting and contracts management from time-consuming filing and imaging tasks.

By turning control for imaging and maintaining the customer files to Océ, the client has implemented a reliable system where records are maintained according to policy, instead of to departmental or employee convenience. On a daily basis documents are collected from all departments and imaged. Both the electronic and paper formats are updated at the same time. Over 1.6 million older files have also been imaged to make room for valuable office space.

Since the imaging process was initiated, a noticeable dip in document process costs was observed. Costs related to fax volumes, couriers, USPS mail and offsite records-retrieval all decreased. In the central reprographics department the copy costs and time spent copying documents from customer files has also declined.

Currently, all the documents are simply added to the files, and both the paper and the electronic files are fully synchronized and up-to-date. Engineers, lawyers, customer service, marketing, and even accounting professionals can access the files via a web-enabled thinclient interface. They can search and view any document at any time, without depending on the file room clerks to retrieve, copy and deliver files.