Does your customer service department spend valuable time searching for lost or misfiled orders, invoices or proof-of-delivery documents?
When you combine a traditional imaging application with the advantages offered by full-text report capture, the savings in time, labor, and effort are significant. Best of all, the resulting proof-of-delivery and customer service solution will work dramatically better than a traditional image-only solution and can be implemented in just a few days.
The traditional approach to proof-of-delivery depends largely on basic imaging technology. When signed bills of lading or their equivalent are returned to a shipper, they are scanned into an imaging system. An employee is then required to manually key two, three or more index fields for each proof-of-delivery. This activity is labor-intensive and open to data entry errors. Even when technologies such as OCR (Optical Character Recognition) or bar code recognition are implemented to reduce errors and manual effort, the resulting index rarely exceeds three or four fields. This means that representatives seeking to locate disputed documents have to know one of the index values in order to perform a successful search.
This scenario is dramatically improved by using MetaViewer's full-text print capture technology to its fullest. Using this new approach, the proof-of-delivery document is captured as an electronic document prior to its initial printing. MetaViewer indexes the document in its entirety. This means that every word, number, or phrase on the document is captured and is available for searching.
As with the traditional image-only approach, the signed proof-of-delivery document is scanned upon its return to the shipper. In this case, you only need to index the document in a way that establishes its uniqueness, such as its order number. The use of bar code technology on these documents reduces the manual process even further. Users can now find both the original printed version and the more important signed version by searching on any word in the full-text indexed electronic document.
This technology can be extended even further; a single query can locate a scanned customer purchase order, the related invoice, proof-of-delivery documents, and related correspondence and email documents. This can all be accomplished in seconds while the customer is on the phone. The documents can be emailed directly from the system, and any customer disputes can be resolved quickly, easing accounts receivable problems and improving customer service.