Having immediate, reliable and easy access to client files empowers your staff to respond to your customer’s questions and concerns as they are raised “in the moment.” This allows organizations to provide an exemplary level of customer service, which may turn into a competitive advantage. Doing so is easily achievable with a combination of document scanning and document management software in 2 simple steps.
Stop Digging through Boxes: Scan Your Documents
The first step is to have a document scanning company scan and index your files quickly, preferably in a secure SOC 2 Type 2 scanning facility. This will prevent your team from having to dig through boxes of files or cabinets to find the critical documents they need to answer a customer’s question or solve a customer’s problem.
Locating a paper document can take anywhere from a few minutes to a few hours depending on how many documents there are and how they were filed. Additionally, you’ll never have to retrieve paperwork from off-site storage, which can add days if not a week to retrieve the box and then locate the file, assuming you retrieved the right box (not to mention the costs).
If a document is needed that is being digitized at the scanning facility, it can be emailed to you quickly so you have the information you need even while the documents are in production.
Access Your Documents from Your Laptop or Mobile Device
The second step is to have the document scanning company upload your scanned documents to document management software, preferably in the cloud. This allows your customer service team and other client-facing staff to access client files and customer service documents in seconds while they are on the phone with the client, instead of having to get back to them with information. Critical information stored in document management software is securely and easily retrieved from the computer, laptop or mobile device.
Customer Service Clients Will Rave About
By following these 2 simple steps, your staff can provide superior levels of customer service by having instant access to documents and information. If using document management in the cloud, you can take this a step further by allowing direct and secure customer access to their account documents, creating a self-service portal. Either way, this is how you can transform your clients into evangelists.