The ability to quickly respond to a customer has always been a hallmark of an excellent company or institution. While hard to quantify, there is no question that customers prefer to deal with responsive companies and individuals. Delayed answers always create a certain amount of frustration.
The extent to which an office becomes paperless by having applicable information processed digitally and paper documents scanned to digital form is a key element in operating a responsive call center or promptly answering questions within individual departments. Until the time, if ever, that all information becomes paperless, document scanning is essential so that multiple individuals can have simultaneous access to filed data.
While company image is paramount, there are direct cost savings related to enhanced service:
- Less time on an initial phone call – reduced 800 toll charges
- Elimination of return phone calls
- Less time processing queries – reduced personnel cost
- Fewer misfiles (documents are not removed and refilled)
- Immediate e-mail or fax of digitized data – reduced mail and labor cost
- Reduced auditor costs – time auditing / missing documentation
- Reduced litigation costs – more rapid responses for information/disclosure, fewer lost documents, up-to-date files
- Electronic files are backed up in case of Disaster Recovery need