IMAGE AND WORKFLOW

Industry figures show that 90% of the information held regarding customers is document based. Even in the age of the Internet, much of this is still in paper format. Handling paper poses a number of problems such as storage and retrieval costs and risks, in terms of disaster recovery and security. In addition, when communicating with customers, an agent may not have a customer centric view due to the inaccessibility of paper files i.e. the file could be with another agent, in storage or even lost. Since Enron and other financial scandals, Regulators have demanded that all records be available and accounted for, in both electronic and paper format.

An image enabled organisation can address these problems as images of the customer’s paper files can be made accessible to all users who require them. Couple this with workflow and integration to line of business systems, and the agent is presented with the required information and processes to complete the task in hand in the most efficient way possible. Efficiency gains of between 30% and 40% are readily achievable. Supervisors and team leaders can monitor the status of work being done by their teams and managers have full visibility of the efficiency and productivity of their team, allowing them to make improvements where necessary.

Today many organisations have invested in the technology to scan and store the documents processed by their organisation. Scanning technology is advanced, affordable and reliable. Advances in storage technology and reductions in storage costs make the technology readily accessible regardless of the size of an organisation. However, technology is only part of the solution. The skills needed to exploit the technology to the benefit of the organisation tend to be scarce as the deployment of imaging requires a redesign of the associated processes and procedures to gain the required efficiencies.

Phoenix has implemented many Image and Workflow solutions for organisations both large and small and can provide assistance at all stages of an Image and Workflow project. As well as assisting in the initial requirements gathering, business case and process mapping, we can provide advice on software selection, integration, and the typical implementation pitfalls that can be avoided.