ThinkTWENTY20

An article in the May issue of the FEI Canada Finance and Accounting Review, sponsored by RICOH, confirms that manual paperwork processes slow down operations and result in a poor customer experience. So why carry on this way? “By exploring digital transformation, cloud storage and process automation, business leaders can unlock agility, reduce costs and help staff provide a better customer experience.” 

Insurance brokers Alan Blunden and logistics firm S&J European Haulage couldn’t be more different, industry-wise. Yet, both businesses have successfully leveraged digital document management  to improve outcomes, accelerate growth and build resilience.

Both companies generate high volumes of complex, often specialist, manual paperwork. 
Despite widespread digitization, the haulage industry is still reliant on paper documents to manage and process consignments and distribution. That includes delivery paperwork, vehicle and trailer registration, licensing and insurance documents, and special vehicle or consignment approvals – some containing up to 50 separate documents.

In total, S&J produces and processes up to 25,000 pages of documents on a monthly basis. Alan Blunden creates around 6,000 insurance-related forms, policy papers, letters and customer emails every day – all of which require some form of processing. Operating in financial services also means that businesses have to meet strict regulatory obligations from the regulators, including policy documentation, auditing, compliance, GDPR and document retention.

Topline benefits of using digital document management: For S&J Haulage, the solution had the greatest impact on specialized logistics documentation. The new system enabled the business to automate workflows so documents can be assigned, collated and forwarded for further action, reference and auditing. “In the long term,” says the article, “this will reduce operating costs through better efficiency, agility and productivity.

Transforming workflows for the future: Future-proofing the technology, both businesses benefited from DocuWare out of the box, combined with the ability to write easy API connections to other back-office and legacy systems to create an integrated workspace. Making better customer service possible, the technology also made repeat business more likely. Alan Blunden’s customer service teams can now respond quickly to customer requests for quotes or renewals, bringing up the customer’s entire service history at the point of call. Similarly, S&J European Haulage can turn around consignment manifests in record time, as well as have the confidence to deliver future customer solutions.

On its own, automating document workflows doesn’t result in an agile business. Together with a suite of solutions and strategies, however, it can underpin any business with the adaptability and resilience needed to make further improvements to customer and employee experience, and to the bottom line.

Enjoy the rest of the article at E-Newsletters | FEI Canada.