Optio Software Saves Manufacturer from the Paper Chase
October 9, 2007 Alex Woodie
A new system that electronically captures and stores business documents has saved Legend Valve, a Macomb, Michigan, manufacturer of valves and fittings, hundreds of hours of paper shuffling, according to the company that developed the solution, Optio Software.
Before installing the Optio solution, locating and retrieving paper-based documents was a big part of what Legend Valve’s customer service representatives did. Each member of the 13-person staff would be required to pull up, on average, about 10 documents per day, accounting for many hours over the week.
Following the implementation of Optio’s document repository and data capture solutions with Legend’s AS/400-based J.D. Edwards ERP system in November 2006, the CSR team has become a lot more efficient.
According to Jeff Gamet, Legend Valve’s network manager, Optio’s technology has shaved 15 minutes off the time required to locate and retrieve each document. Taken as a whole, the company has managed to eliminate 50 hours per week of manual paper shuffling in the accounts receivable department.
This has resulted in a better quality of service delivered by the CSR team, says Margaret Doetsch, business systems analyst. “Optio’s solutions have significantly improved document accessibility for our CSR team, reducing the need to call a customer back, as well as the amount of time spent away from the phone. And with more time to focus on the customer, our CSRs are delivering a higher level of service, resulting in greater customer satisfaction,” she says.