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| May, 2008
When a business provides a service to corporate clients and national retail chains with numerous locations, it is tasked with the challenge of processing a surplus of work orders, invoices and other documents emanating from multiple sources. This case study will examine how the right business application can enable a company to streamline its business processes, and as a result, boost productivity and save thousands of dollars each month. Service firms that grow their business nationally must develop the infrastructure to streamline the increased workflow so that they can enhance operations and best serve their clients. Those who do not may risk losing thousands of dollars, adversely impacting their business. Recognizing this challenge, Cleanway, a provider of professional floor care services, sought to update its business process system. With clients and work crews scattered across the country, Cleanway required a better system to manage its documentation – there was simply too much paperwork. Up until this point, the company processed and stored information in a variety of formats. Hard copies of documents were often faxed or express mailed to both crews and clients for approval and processing. In some instances, the paperwork was stored in file cabinets. In other instances, the information – comprising emails, contracts and other pertinent Word documents, and Excel files – was not stored on central servers with system-wide access, but rather on disparate computer stations. Accessing the information proved cumbersome for Cleanway employees. What’s more, between the express mail and faxing, the company was spending $5,000 monthly in postage fees, and $4,000 on long distance fees. In search of a better solution, Cleanway retained Digital Storage Solutions, a leading New York-based provider of business process automation services. Experts from DSS conducted a discovery interview with Cleanway staff to identify its needs, ensure that there would be no disruption to workflow or customer service during implementation, and devise the appropriate solution. DSS converted Cleanway to a standardized, automated system that managed the entire process, from work order to invoice. The system integrates seamlessly with Cleanways’ existing legacy systems and allows authorized users to readily access files, safeguarding the records of customers and crews. Cleanway’s switch to Digital Storage Solutions’ automated workflow system has reduced its amount of paperwork by as much as 80 percent. The new system enhanced the company’s productivity and boosted customer service. Moreover, the company realized significant return on investment, having eliminated the need to fax and express mail documents, saving tens of thousands of dollars in postage and long distance fees. “The Digital Storage Solutions’ team took the time to meet with each and every one of our departments to thoroughly understand our business,” says Cleanway’s IT Director Neil Trout. “They designed a system specific to our needs. Now we are no longer so reliant on express mail and faxing, which has drastically reduced expenses. And because all of our documents are on one central server, our staff can access data instantly, speeding up our workflow. Our customer service has never been better.” As companies continue to grow, they will need the right technological infrastructure to increase profits, maintain high customer satisfaction levels, and steadily strengthen client relationships.
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