This process starts with a customer order that is mailed, faxed, or emailed to the company. All orders are printed, keyed into an order entry system, and often an order acknowledgement is generated and returned to the customer. Next the order moves to fulfillment where there can be correspondence with the customer that becomes part of that file. When the order is complete there will also be a shipping document followed by an invoice.

This information is critical to responding to customer inquiries and complaints in a timely manner. Some of the common problems are incomplete files, lost or misplaced files, and notes on the order history that don't make into the master file. This can lead to delays in responding to the customer, multiple phone calls to resolve an issue, and diminished customer satisfaction levels.

The Solution

Using capture automation solutions, orders and correspondence can automatically file into an Information Process Management (IPM) solution, giving users immediate and reliable access to documents. Likewise, system generated documents like order acknowledgements and outgoing invoices can automatically file to the IPM and associated with that order. This creates a unitized file that is available on command to resolve customer inquiries. The supporting information can easily be emailed to the customer to resolve issues on the first call, dramatically reducing time and effort previously required.