Customer Service and document imaging

How can document imaging improve my customer service?

Imagine you run a small health care company and your new enrollees fill out an eight page application to gain admission to your health plan. With this application the new enrollees supply about 30 pages of supporting documents. Three months later the new enrollee calls and has questions about their application.

If your applications are imaged, your Customer Service Representative can recall the original application with all associated documents in seconds and handle the situation immediately. Without imaging your Customer Service Reps would have to go to the filing cabinet or worse, the basement and retrieve the application manually. It may even be possible the application is in long term storage and must be retrieved.

Paper applications are often mis-filed. Once paper is mis-filed it is unlikely that paper will ever be found again. If a call has to be placed to warehouse to retrieve paper, how long will it take to retrieve the application?

Basically, it comes down to time. The faster you can service your clients the better. Scanning your files will help your business decrease customer waiting time while making your Customer Service Reps more efficient.