The Executive View September 24, 2008
Posted by Julian Bradder in call centre document creation, document management, point of sale technology.add a comment
Too often and perhaps for the right reasons, Document Management is seen as a cost to an organisation and rarely is it seen enough as an opportunity. It has been something that happens in dark corners of the organisation. It costs a lot of money but it is essential.
Executives need to understand Document Management’s true organisational value. It is a technology leader and a key enabler of wider business strategies. It can reduce costs, it can enable opportunities, it can deliver a competitive advantage.
Document Management can be utilised to deliver advantage at all points of customer interaction.
Document Availability through archive and retrieval technologies mean that service staff can see the documents that customers are calling about. They are able to service the customer more effectively leading to higher customer satisfaction and reduced inbound call rates, reduced costs and improved productivity. It also means that mamoth paper stores can be reduced, significantly reducing organisational overhead. It can also target finance functions, taking in reports and allowing analysis of these reports, reducing overhead and loads of core accounting systems at peak periods.
Document Creation means not only batch processes through snail mail. It also means Point of Sale Document execution. This means that a customer can be signed up, with a contract before they leave a sales representative. Powerful stuff that keeps competitors at bay.
Document Projects. Marketing & Customer Communications Management 