Digital Delivery
- Digital Delivery is an innovative solution for your incoming mail.
- High incoming volumes always require an intensive handling process.
- With Digital Delivery, you will fully benefit from the positive effects of the dematerialisation of your incoming mail.
- Digital Delivery will turn your incoming mail into digital information in a format that is ready for immediate handling by your departments.
- Your mail is sorted in our sorting centres all over the country.
- All your incoming mail will automatically be rerouted and sent to our secured scanning centre without need for changing addresses or implementing significant changes to your existing processes.
- Your mail is opened in our secured environment, Your incoming mail (working & administrative documents, invoices, etc.) is opened and scanned in our secured environment, with the highest degree of confidentiality. Our scanning process is subject to the most stringent criteria and is in full compliance with legal and postal directives, respecting your privacy.
- We digitalise your mail into a format that fits your needs and our dispatching software will automatically and immediately forward the digitalised documents as from 9 am or 11 am. This early dispatching allows you and your employees to process incoming mail without delay, while enjoying all the advantages of digitalized documents and electronic archiving.
- Your incoming mail is now digital and you have the choice between three ways of delivering your mail:
- Speed up your information access and incoming document processing time.
- Reduce the internal processing time depending on the encoding of incoming mail.
- Skip human time-consuming activities.
- Avoid encoding errors.
- Make the share and access to information smoother, faster and easier.
- So, what are our promises?
- Increase your efficiency
- Improve your service quality
- Reduce your costs
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Quality of images and data
- Quality checks will be carried out on a sample of up to 3% of the total volume in order to check whether the service quality lives up to the SLA of 99.7%. In 99.7% of cases, metadata should be aligned with the effective information on the paper documents;
- Image skewing automatically corrected.
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ISO 9001/2000 certification
- eXbo is 9001/2000 certified and subject to several internal and external audits.
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SLA on Digital Delivery
- Electronic delivery of automated dispatched documents at addressee: Day of delivery by De Post as from 9am for normal mail items and as from 11am for registered mail;
- Delivery of paper-based documents (scanned or unscanned): first working day after day of delivery by De Post;
- 100% of all mail documents will be delivered physically to you;
- 100% of all scanned documents will be delivered electronically to you;
- All pages belonging to a given document are scanned, if scanable;
- 99% application uptime;
- < 5% image skewing is allowed;
- Delivery of physical mail in archive boxes: D+1;
- 99.7% compliance of metadata with original information on scanned documents.
Case Study Digital Delivery
How customer satisfaction can be improved dramatically and efficiency can be boosted with a userfriendly document management solution.
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Summary
Challenge
A company working with a reseller network signs up about 400.000* contracts a year, and faces problems as a result of unoptimized document management of these contracts.
Problems were:-
Customers contested they signed a contract. This resulted in:
- cancellation of contracts because the contract could not be found,
- and sometimes expensive court cases.
- The company needed a more precise and transparent support for its commission calculation system.
Approach
The contracts were sent to our scan centre to be digitalised and entered into an CRM system, data, as well as images of the contract. The contract information is available to all parties and contesting a signed contract is no longer possible.
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Customers contested they signed a contract. This resulted in:
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Background to the customer
The company is a major telecom player, signing up contracts about 400.000*contracts a year in a widespread retail network all over the country, but with one central customer service.
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Who was involved
- De Post: weekly pick-up of contracts at dealers and transport to eXbo.
- eXbo: scanning, archiving and sending information to customer.
- Customer: preparing CRM software to integrate data image into CRMsystem.
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The problems and how we tackled them
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Centralisation of contracts from dealer network
De Post and eXbo organise a weekly pick-up of contracts at dealers to transport them to the eXbo scan centre.
Our customer doesn’t need to focus on a non-core activity. eXbo and De Post have a widespread transport network that efficiently manages this process.
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Digitalisation of documents
eXbo scans the contracts and indexes on card number and sends data image to CRM tool of customer.
Data is indexed and can easily be linked to unique code (card number).
Communication with the end consumer can now always be linked to this number, which will also allow to retrieve info efficiently.
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Integration of data in CRM tool
The data with list of activated cards is integrated in the CRM tool.
Reporting on mismatching helps to save contracts otherwise "lost":
- Search for missing contracts of activated cards can be started.
- Overview of not activated cards, but contract in our possession: customer can be motivated to activate card.
Customer care works efficiently with all information a few mouse clicks away: more calls can be dealt with in less time, customer satisfaction improves due to better service.
Customer contests can easily be refuted, this results in important savings
Lost or non activated contracts can be retrieved to activate anyway and increase customer satisfaction.
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Archiving and availability
Contracts are archived in a document management system offered by eXbo.
Contracts are 24/7 available for customer care but also for lawyers, bailiff, etc.
Documents can be accessed from various locations and by various stakeholders: time, efficiency gain as well as important savings.
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Centralisation of contracts from dealer network
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Outcomes and impact
Customer can fully focus on core activity.
End consumer satisfaction is dramatically improved.
Customer care and dispute handling process efficiency is boosted.
Overall efficiency is improved by availability of documents.
Major cost savings are realised.
Before After Total yearly cost of contract management related problems: Total cost 1st year for new solution: 180.000 EUR 100.000 EUR Savings 1st year : 45% For reasons of confidentiality the calculation was based on a fictitious number of documents. For a more precise calculation of what you can save with this solution, eXbo is more than happy to look at your particular situation and make a savings estimation.
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What could we have done better?
- Redesign contracts to make them more OCR-friendly.
- Increase cost savings by optimising OCR.
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Next steps
- Direct sending of customer contracts from retailers to PO box for daily entry in system.
- Add complaint management system to complete and optimise customer care doc mgmt.
- Evaluate process regularly.
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Key learning points
Major cost savings can be realised by digitalisation.
Customer satisfaction will dramatically increase.
Other areas can always be improved – look further for other document flows to optimise your business.
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Further information
For more information, please contact Helena Verboven, Document Management Consultant, helena.verboven@exbo.be, 02/276 2395.
*For reasons of confidentiality the calculation was based on a fictitious number of documents.
Advantages
- 1.Increase your efficiency.
- 2.Improve your service quality.
- 3.Reduce your costs.
- 4.Share your information fast and easily.