Case Studies

A second-generation family owned luxury car dealership in Texas implemented DocuWare to manage its service department. In addition to selling vehicles, the dealer services over 2700 cars per month, with vehicle histories stored on paper in files accessed close to 100 times per day and maintained at considerable cost. Implementing a Docuware integrated document management solution reduced paper use and storage, and provided quick access to information, driving improvement in customer service and impacting the bottom line.

Berkheimer Outsourcing leverages OCR to process more than 10 million documents annually, including tax forms, automobile collateral management forms, healthcare claims, surveys, expense reports and more — with increased productivity and customer satisfaction.

As the provider of energy products and services for more than two million businesses and residences in the Northeastern U.S., Northeast Utilities is always on the prowl to find ways to streamline its operations and maximize its efforts.

IBM FileNet Connectors for Microsoft® SharePoint® enable users to stay in the familiar Microsoft Office environment, and leverage IBM FileNet P8's more comprehensive Enterprise Content Management (ECM) capabilities. The connectors extend powerful content, process and compliance infrastructure capabilities to SharePoint users.

Challenge: An International Biotech company needed a way to effectively manage their SOPs and regulatory submission documents, while staying compliant with regulatory requirements.

Solution: An end-to-end solution, including implementation of new infrastructure, was executed in eight weeks. The implementation period was reduced by 60% than that of a traditional deployment, saving the customer significant time and money.

A leading independent food distributor needed a faster and more efficient way to handle customer billing issues. Employees were spending inordinate time searching for misfiled or lost proof-of-delivery documents, impacting cash flow and department productivity. Following problem-resolution, all proof-of-delivery documents are now scanned and stored as indexed digital images on a secure, redundant Web-based document management repository with 24x7 access. The company now has greater control of document security with access-level privileges, extensive audit trails, security logs and utilization reports. Employees can now retrieve any proof-of-delivery document directly to their desktop in less than three seconds, allowing billing discrepancies and customer queries to be resolved with one phone call, and reducing payroll and infrastructure costs.

A company providing full-service plan administration and consulting to employer sponsored retirement plans for over 1,500 clients was growing rapidly and running out of office space needed to store and process client forms and legal documents. Telecommuting staff also frequently took client files with them, making it difficult to locate information. A document management solution scanned new client files going forward, but outsourced the capture of legacy files, storing all documents off-site in a secure, fully-redundant Web-based repository integrated with the company’s Customer Resource Management (CRM) system, enabling consultants to instantly access client files from within the CRM system. The customized solution meant instant access to client files by computer from any location, improved employee efficiency, enhanced customer service , no more lost or misplaced documents, improved data security and regulatory compliance, and less clutter.

A financial department of a company overseeing one of the largest privately held and independently operated hotel portfolios on the Eastern Seaboard was using an electronic based purchasing process, but with a paper-based accounts payable process reliant upon inefficient and unproductive manual procedures. Information was inaccessible to many employees throughout the organization who needed it on an ongoing basis. Using a web-based, paperless, document management system made it possible for critical documents to be quickly and easily stored, accessed, distributed and shared from any computer, 24x7, throughout the organization. This improved efficiency, streamlined business processes, and enabled faster and more responsive service to interdepartmental managers without need for capital investment, IT support or infrastructure. The VP of Finance was so happy with the results of that the company will incorporate workflow into the business process.

A company which designs, implements and helps run successful retirement programs was drowning in an ocean of paper, leading to wasted time in finding documents and slowing customer response times. The company was also moving to new office space and did not want to take their file cabinets with them. The solution was to systematically organize the files, using index values mirroring what was used in the company’s paper filing system, to ease the transition to electronic based indexing. All scanned documents were sent to a secure, off-site, Web-based repository allowing instant on-line document access as well as internal sharing and distribution capabilities. A distributive scanning solution meant that consultants were able to index, scan and OCR each document directly into the repository. The result was secure, easy, immediate access to files; more responsive customer service; less potential of misplaced documents; a disaster recovery plan is in place; reduced costs; more effective use of office–space.

A full-service prosthetic & cosmetic dental facility using a slow and cumbersome paper-based filing system to fulfill hundreds of orders each month, needed a more efficient process that would provide its 26 lab technicians with quick and easy access to each individual work ticket throughout each stage of development and production while keeping all documentation on-site at all times. The in-house solution converted all documentation and images into easily managed and accessible electronic files, seamlessly interfaced with the company’s existing application. By scanning the work tickets and managing the electronic files, lab technicians can immediately access every work ticket at any stage of development, meaning that critical technical and shade information is available in seconds. This led to better use of employee time, improved processing of cases, faster order fulfillment, more responsive customer service.