DocuWare Case Studies Fast Reaction to Customer Inquiries

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	Fast Reaction to Customer Inquiries DocuWare

Fast Reaction to Customer Inquiries

DocuWare

Technology Category	Application Infrastructure & Middleware - Database Management & Storage Platform as a Service (PaaS) - Data Management Platforms
Challenge	Langenscheidt Editorial Group, a renowned publishing house, was facing challenges in maintaining high-quality customer service due to the growing heaps of documents that noticeably slowed down the retrieval of important records. The first document management system the company used provided quick access to documents, improved the ability to answer questions and shortened work processes. However, the system could not keep up with Langenscheidt's increasing requirements. As a result, one of the first prerequisites for a new document management system was the migration of data from the existing system to the new system. Secure storage of records subject to retention requirements and audits was another important criterion for Langenscheidt. The new system was first implemented in the order processing department. Read More
About Customer	Langenscheidt is a world-renowned publishing house, with a product range varying from areas such as languages and knowledge to travelling and maps. One of the reasons for the publisher's success is the tradition of quality from this German family business with headquarters in Munich. Until 1997, more than 1,000 documents such as order forms, outgoing invoices and contracts with authors were filed on paper at Langenscheidt. The order processing department works with an Oracle database and a Storage Area Network (SAN) based on Sun Solaris in a Citrix environment. Records need to be stored from the order processing program, an AS/400 software with terminal emulation on Windows clients. The documents need to be accessible from other departments as well. Read More
Solution	With DocuWare, all documents are stored electronically and filed in a common document pool. This enables colleagues from all departments to directly access the documents they need. About 800 orders a day are automatically stored in the DocuWare file cabinet. Every day, another 250 incoming records are barcoded and automatically filed in the document pool. During this process, incoming records are checked to see if an order has already been entered in the system. The order processing department scans a daily average of ten new contracts with writers and adds search terms. Langenscheidt plans on also scanning their complete library of contracts. In case of customer enquiries, the Langenscheidt team can retrieve documents from the AS/400 order processing program directly. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Database Management & Storage

Platform as a Service (PaaS) - Data Management Platforms

Challenge

Langenscheidt Editorial Group, a renowned publishing house, was facing challenges in maintaining high-quality customer service due to the growing heaps of documents that noticeably slowed down the retrieval of important records. The first document management system the company used provided quick access to documents, improved the ability to answer questions and shortened work processes. However, the system could not keep up with Langenscheidt's increasing requirements. As a result, one of the first prerequisites for a new document management system was the migration of data from the existing system to the new system. Secure storage of records subject to retention requirements and audits was another important criterion for Langenscheidt. The new system was first implemented in the order processing department.

About Customer

Langenscheidt is a world-renowned publishing house, with a product range varying from areas such as languages and knowledge to travelling and maps. One of the reasons for the publisher's success is the tradition of quality from this German family business with headquarters in Munich. Until 1997, more than 1,000 documents such as order forms, outgoing invoices and contracts with authors were filed on paper at Langenscheidt. The order processing department works with an Oracle database and a Storage Area Network (SAN) based on Sun Solaris in a Citrix environment. Records need to be stored from the order processing program, an AS/400 software with terminal emulation on Windows clients. The documents need to be accessible from other departments as well.

Solution

With DocuWare, all documents are stored electronically and filed in a common document pool. This enables colleagues from all departments to directly access the documents they need. About 800 orders a day are automatically stored in the DocuWare file cabinet. Every day, another 250 incoming records are barcoded and automatically filed in the document pool. During this process, incoming records are checked to see if an order has already been entered in the system. The order processing department scans a daily average of ten new contracts with writers and adds search terms. Langenscheidt plans on also scanning their complete library of contracts. In case of customer enquiries, the Langenscheidt team can retrieve documents from the AS/400 order processing program directly.

Impact #1	All documents are stored in a common document pool thanks to DocuWare.
Impact #2	The storage space for paper records, which would amount to 36 meters or 118 feet in shelf space per year, has become redundant.
Impact #3	Records can immediately be viewed and are always up-to-date, thanks to the automatic storage system.

Impact #1

All documents are stored in a common document pool thanks to DocuWare.

Impact #2

The storage space for paper records, which would amount to 36 meters or 118 feet in shelf space per year, has become redundant.

Impact #3

Records can immediately be viewed and are always up-to-date, thanks to the automatic storage system.

Benefit #1	The staff saves time they had once spent on filing and retrieving documents, around 2,700 hours per year.

Benefit #1

The staff saves time they had once spent on filing and retrieving documents, around 2,700 hours per year.

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Overview

Fast Reaction to Customer Inquiries

Operational Impact

Quantitative Benefit