Customer Service

More Efficient Business Processes Can Help Improve Customer ServiceProvide Customers with Exemplary Customer Service, Thanks to Document Management.

Imagine your customer service team retrieving all critical documents associated with a customer instantly without leaving their desks or even their existing customer service software— no searching for folders in filing cabinets, no more trips to warehouses or offsite storage to retrieve archived paper documents. Instead, you can empower your customer service department to settle issues on the first call with the most accurate and up-to-date documentation of your customer orders and at the touch of a mouse. Or go a step further and provide your customers a self-service, secure on-line site with all their related order documentation.

Vulcan Materials Company is one of the world’s largest producers of construction aggregates. In 2004, they shipped more than 243 million tons of crushed stone, gravel, and sand, but their proof of delivery (POD) ticketing system was costing them thousands of dollars in labor, paper filing and storage costs each year. As a result, they implemented ImageSilo, an on-demand document and content management (ECM) system to improve process and labor efficiencies. But they got more than they bargained for – in a good way!

With ImageSilo, customer service representatives have reduced the time it takes to locate tickets from 10 minutes to less than 30 seconds. They are no longer searching paper records or calling for retrieval of files from their offsite vendor. Now, representatives pull up data immediately without ever leaving their desks. They have become so much more efficient that the company has released one full-time employee, saving more than $40,000 annually.

Now not only have they improved their Proof of Delivery process but their customer service has radically improved and they are enjoying unexpected efficiencies all with a single installation of a document management system.

With one keystroke, your customer service crew can retrieve business-critical documents to answer inquiries, verify delivery, or even e-mail a copy of an invoice while the customer is still on the phone.

  • Purchase orders
  • Order acknowledgements
  • Production orders
  • Bills of lading
  • Delivery receipts