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Case Studies

Email Management

Scan Conversion Services (SCS) is an Adelaide based, ISO 9002 quality assured company, which for some 10 years has been delivering highly effective document and drawing management solutions to a diverse range of private, public and not-for-profit sector clients.

Among the comprehensive range of services that SCS offers are:

Specialist Scanning Solutions – to meet the specific requirements of Accounts Payable and Proof of Delivery activities.

Comprehensive Scanning and Conversion Bureau Services – a full service bureau facility that is fully equipped to meet any client requirement no matter how complex, urgent or exacting.

Full In-house Scanning and Conversion Services – a total range of document management hardware, software, specialist tools and training for clients who seek an on-site solution.

Drawing and Document Management Audits – to help clients determine major challenges in current operations, where efficiency, productivity and security improvements can be made, and the savings that can result.

Background

SCS regularly operates up to three intensive shifts per day which can place considerable pressure on both internal and external communications. And among the capabilities that it wanted to effectively have in place were the:

Ability to quickly locate a specific email, after hours, when there was a need to discuss an important matter with a client.

Capacity to readily reference a ‘trail' of email correspondence that related to such things as a client quotation or detailed brief.

Need to effectively manage a continuing flow of client/SCS email traffic that can span everything form the request to collect the latest batch of documents, to the return of ‘pilot' scanned data for approval, to the change of an initial brief.

Long term archiving and ready recall of relevant email correspondence, given that the bureau's assignments may often span 6-24 months.

Solution

To meet its exacting email management requirements, SCS elected to use the Dv Office solution developed and supported by Acumen Data.

As SCS executive Wenona Pledge notes, “We now have a total system that now allows us to quickly find any email we have sent, that speedily enables us to find any key electronic correspondence, and which let's us know precisely who emailed what to whom and when.

“For example, whenever we currently archive the correspondence and data on a particular project, we know that all relevant information has been logically filed together. This means that we can then readily retrieve all pertinent information whenever a client returns to us for a new assignment or for additional work in a new location, or for a totally new task. We are, therefore, able to review all that historical data and talk to the valued customer as if the previous job was only yesterday.

“This is even more valuable where the client has experienced a level of staff turnover, and where our demonstrable knowledge of what has been done in the past can help position us as a valuable business partner rather than as a mere supplier.

“That said, the most significant contribution of Dv Office is undoubtedly been its contribution to enhanced customer service. Now, when a client calls, any authorised staff can answer their query while viewing the complete history of client/SCS communications at the touch of a button. This has a major impact when jobs are modified, at client request, but while still WIP. Here, an email request, for such a change, is automatically passed to the relevant staff member with no opportunity for it to be overlooked or ‘lost' in the system'.

As Ms Pledge stresses: “We were initially concerned that the implementation of a full email management system would require a substantial setup effort. However, with Dv Office we can, and do, choose to simply assign a new domain name to the client directory when we get a new user and that only takes a few moments.

“Similarly, we had concerns about the system's efficacy to correctly archive correspondence if a client sent an email from on the road or home. This is readily resolved by having staff forwarding the email, in question, to Dv TDM with a ‘new subject' being inserted in the email thus ensuring it will be filed in the correct folder.

“As an absolute level of management control, we also elected to use Dv Office to meticulously index all incoming emails so that there was no scope for missing a single item of inwards correspondence.

“The system similarly streamlines the archiving of emails and other project data after a nominated period of time. But with the important capacity to quickly retrieve any data, including that no longer on the server, with Dv TDM telling us which archive DVD the relevant data is on.

 

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