Ask yourself the right customer experience questions

Improving the overall customer experience for your business is crucial to success—both in the short term and for the long haul. We’ve seen that placing high value and attention on customer experience is critical to the business success and competitive status of most organizations.

It’s no secret that today’s customers are using a multitude of communication channels, regardless of industry or even demographic. It’s imperative that organizations accommodate for the multitude of channels and content types that the modern customer decides to use for communications.

To ensure your organization is optimizing the customer experience, you must ask yourself the right questions. Below are a few questions (along with brief reasoning for those questions) that you should be asking yourself when thinking about process improvements and efficiencies for your customer experience:

• Do you allow for multichannel communication from your customers? Modern customers use many different channels to reach businesses today. Making your organization easily accessible on multiple channels will greatly improve today’s customer experience.

• Do you have a coordinated approach to handling multiple communication channels? A multitude of channels can result in a flood of data. Having an effective workflow in place to manage this flood is key.

• Do you monitor response times and procedures on all channels? Analytics are key to process optimizations. Optimizing customer response time is made possible by knowing where efficiencies and improvements can be gained.

• Does all of your customer-facing staff have access to all customer profile data? Customers get easily frustrated when they feel the staff member with whom they are communicating isn’t up to speed on all previous correspondence or order history.

• Have you implemented modern data-extraction technology? New technology could be saving you input management costs and reducing both time and errors. Try out the latest solutions using your own documents and forms.

Asking yourself these questions, among others, will allow you to ensure your overall business experience is optimal for your most prized asset—the customer.

-Brennan

Dental goes digital

Like other dental offices, Charles Pesce and his small practice in Athens, Tennessee care for a lot more than just teeth. Along with his practice partner and team of six, they serve a wide range of patients daily, and a large number of patients create a lot of paperwork. As you can imagine, saving packets and folders of patient charts, insurance information, and medial data isn’t easily contained to one area—which is why Pesce knew that going digital would be the best decision.

After careful consideration and extensive research, Pesce chose to move forward with a Kodak desktop scanning solution. With impressive reliability and easy to use functions, the desktop scanner was the right fit for Pesce’s office—everyone would be able to get the most out of it. Because the scanner was TWAIN compliant, it worked seamlessly with the other office management products Pesce used, such as CareStream’s CS SoftDent Practice Management Software. Pesce also used KODAK Capture Desktop Software to scan and store his own office-related documents like invoices, tax returns, and staff evaluations.

“Having all the patient information I need at my fingertips has helped me provide the best possible care,” said Dr. Pesce—as he also feels the reduced paper clutter freed a lot of space for his practice.

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The electronic files increased productivity, as the digital solution drastically cut down on paperwork. Staff simply have to pull up patient information online, update and save—opposed to the typical finding, editing, refilling, and hassling with mounds of paper. It even aided with internal documents; Pesce said his productivity went up across the board; from payroll to accounts payable, the digital solution was the right one.

With secure backup, the practice’s electronic documents are backed up every night, so everything is safe and secure in case of a computer glitch. Extremely happy with the move to digital information, Pesce said “The Kodak desktop scanner has so many features that I may never get use to them all. The more I use it, the more I like it.”

Click here for more information on Dr. Pesce’s success with his Kodak desktop Scanner.

-Hayley

Watch Kodak Alaris’ 2014 ALS #IceBucketChallenge — CEO, Presidents, & employees

To help raise awareness and support of ALS research, Kodak Alaris CEO Ralf Gerbershagen accepted CMO James Soames’ nomination to participate in the Ice Bucket Challenge. After braving a shower of icy water, Ralf nominated select members of his leadership team.

Watch the video below to see Ralf, Dennis Olbrich (President, Paper & Output Systems/Film Capture, Kodak Alaris), Dolores Kruchten (President, Document Imaging, Kodak Alaris), and employees in Document Imaging and IT participate.

 

Visit http://www.alsa.org/donate/ if you would like to donate to The ALS Association.

-Brennan

Skin Care Doctors find solution to paper medical records

Image_Source_Mag on infooverdrive.com Kodak Alaris

Photo source: ImageSourceMag.com

With more than 100,000 patients during the last fourteen years, Skin Care Doctors, P.A. has a large responsibility when it comes to maintaining and updating patient information and confidentiality. With that many patients, you must assume the office is filled with paper medical records. Well, thanks to the KODAK i2800 Scanner, MedCo Data and their Chart Ready Software—that is no longer the case.

Located in the Minneapolis/St. Paul, MN area, Skin Care Doctors provides several different dermatological services to its patients – medical, cosmetic, and surgical. After frustration from paper clutter, loss, and disorganization, CEO Michael Ebertz reached out to authorized Kodak Alaris reseller, MedCo Data, L.L.C.

With cumbersome paper medical records, patient care became messy, chaotic, and a hassle to transport between facilities. Taking up valuable office space, the doctors knew there was a better way to store these files — one that would take away the $20,000 cost bracket spent on courier fees. Converting nearly two million pieces of paper to a digital format was the challenge, scanning was the answer.

With MedCo Data’s innovative Chart Ready technology and two KODAK i2800 Scanners at each location where Skin Care Doctors’ patient records were stored, the conversion process began.

Chart Ready Software prepares records for digitization with barcode technology, allowing each file to be appropriately formatted and then stored in a cloud based data bank. Using KODAK i2800 Scanners gives Skin Care Doctors the greatest amount of pages scanned per minute, along with many other features to speed up the transition process.

With duplex scanning, great image quality and clarity, consistency and color stability, the i2800 scanner was the perfect solution. Flexible input and output technology gives Skin Care Doctors the ease it needs to scan all types of documents, even ID cards and embossed hard cards, quickly and efficiently.

During a six month period between December 2011 and May 2012, temporary employees scanned nearly two million pieces of paper and transitioned Skin Care Doctors to a digital system with the KODAK i2800 Scanners. Focusing on active patients primarily, and then providing the scanners for long term use as patients became more active in treatment, Skin Care Doctors was able to maintain the smooth transition process after those six months, and their practice has found minimal disruption as the scanning is made easy with the i2800.

As opposed to a sixteen week project of transferring patient information away from paper and into a digital format, the Chart Ready Software and the i2800 scanners has saved Dr. Ebertz and the practice almost twelve weeks—a time in which patient numbers never dropped and the practice never suffered. With the use of KODAK i2800 Scanners, Dr. Ebertz reports “greater satisfaction all around” for all those involved with Skin Care Doctors.

For more information, and to learn more about Skin Care Doctors’ success, click here.

-Hayley

Key words: Medical records; paper; paper records; patients; medical charts; scanner; KODAK scanner; conversion; scanning; cloud; data bank; duplex scanning; Skin Care;

Using data extraction to reduce human error

When you call the doctor’s office to schedule an appointment, one of the first things they ask you for is your name and birthday. This is a form of data extraction, which makes it simple for the receptionist to find your files in the system.

Data extraction is a way to replace manual data entry via metadata extraction from documents. There are three different types of data extraction:

  1. Graphical: This method can only be used with forms; the intelligent document understanding extracts the data through a visual observation.
  2. Rules-based: This technique is performed by using keyword anchors and expressions such as “birthday” or “social security number”.
  3. Semantic understating: In this method, areas of interest are connected through a metadata field and run on many documents allowing it to learn and retrieve the information in the future without human interaction.
Image credit: Rimell.com

Image credit: Rimell.com

Companies and vendors that utilize data extraction have established three ways of understating.

  1. Self-learning: The utilization of semantic understanding and machine learning.
  2. Fuzzy understanding: Knowing that e-mails and documents can include misspellings or mistakes, this method finds data on degrees of truth rather than absolutes.
  3. Validation systems: This is similar to a database look up. However, since misspellings can occur in databases too, fuzzy understanding still applies.

Want to learn more about data extraction? Read our whitepaper about this topic.

Nikole

Highlights from AIIM’s survey on SharePoint and Market Intelligence—“Clouding the Issues”

"Clouding the issues..."

“Clouding the Issues…”

In a joint study with AIIM’s Market Intelligence division, underwritten by Kodak Alaris; progress, upgrades, and utilization of SharePoint 2013 is discussed in “Clouding the Issues.”  This blog highlights key findings from that study and provides a free version of the report.

In the last ten years, SharePoint has had four major versions—SharePoint 2013 being the most recent one. While all four versions are utilized by various organizations, the most current version of SharePoint has had a great deal of impact on document management and enterprise content management (ECM).

SharePoint expands its market with greater opportunities for adoption across the enterprise, leading to greater usage than other systems. SharePoint 2013 offers features that speak to the content management debate and allow users to fulfill needs in areas such as customization and third-party, add-on products.

SharePoint 2013 offers alignment of the “365” family of cloud contributions from Microsoft, integration with other enterprise systems and third-party add-ons with the cloud feature.

The study available looks at adoption rates and roll-out status for SharePoint as an enterprise content management system, issues of user adoption, and the overall success of the product. Adoption and difficulties are measured, along with examination of the new 2013 features and third-party add-on products. Also mentioned is spending plans for licenses, services, and add-on products.

Key findings support that:

  • 57% of survey responding organizations use SharePoint for enterprise content management and 31% consider it to be their main or only ECM system. 28% only use SharePoint for collaboration sites/intranet
  • 22% sought no external advice or training, and only 28% took external training—only 17% used specialist ECM solutions (most relied on general IT consultants or channel resellers)
  • Biggest on-going issues are adoption, extending the business scope, and governance. Achieving uniformity of classification and metadata is also a big issue
  • 38% are supporting two or more live versions. 21% of large organizations are supporting three or more. Most respondents considered the upgrade progress more of a migration than an upgrade
  • 45% plan to be on SharePoint 2013 by mid 2014; improved search and navigation is deemed the most useful new feature. Close integration with Outlook, Exchange, and Lync are also welcomed, along with better mobile device support, and improved retention management.
  • 33% are struggling with their SharePoint implementation, and 28% say progress has stalled. However, 40% are moving forward
  • 18 % use the standard product, while 30% are using somewhat of a customized version
  • In 49% of organizations, the current driving force is the IT Department, 14% have a multi-departmental steering committee
  • 67% still see third-party products as important; like system monitoring, BPM, storage, management, metadata management, and records management
  • The most popular auxiliary products are: migration tools, unified data interfaces, and scanning and capture

Click here for free copy of AIIM’s study!

Hayley

P.S.: Have you seen our videos about KODAK Info Activate Solution yet?  Whether you use Microsoft SharePoint or another collaboration platform, Kodak Alaris can help you activate your information and ignite your workflow.  

Are you ready to Perform Automatic Business Processes with Advanced Insight?

Consistently, new technologies are introduced to increase business effectiveness and automatic business processes with improved insight are such an advancement. Thanks to scripted, rule-based workflows, content entry has gotten a whole lot easier.

Think about simple data with simple data entry. It is unrecognized and it has no meaning. When it’s captured, the process to understanding has begun.

The data can then be classified so it turns into information where important components are identified, and that can be used in transactions. When complete, data has transformed into information and then knowledge for the organization to improve their understanding.

As demonstrated in the chart below, the process of data being captured to becoming understood knowledge, leads you through the transformation from Enterprise Content Management to Customer Experience Management. This means that you are taking the information from a company view and understanding how it will be utilized to benefit customers and their needs—which drives customer loyalty.

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As another example, social media is data and companies are able to discover useful information to help maintain relationships and business partnerships—providing power to see concerns, complements, as well as feedback.

Using this methodology—Intelligent Document Understanding—will make your business more competitive.

For more information on Intelligent Document Understanding and automatic business processes and advanced insight, download our whitepaper.

Hayley