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.

i2800office_365x246-

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

Next generation of KODAK Capture Pro: What’s new, free trial

Many professionals in IT and Operations are looking for solutions that will quickly covert paper into useful digital information.  The right solution is needed though.  Just scanning and extracting data into repositories could lead to issues that add cost to back-office operations and negatively impact customer loyalty.

KODAK Capture Pro v5.0 from Kodak Alaris

KODAK Capture Pro v5.0 from Kodak Alaris

To provide mid-to-large-size businesses with an updated solution, Kodak Alaris has announced the next generation of its award-winning software, KODAK Capture Pro Software v5.0, to help businesses reach greater accuracy, efficiency, and cost effectiveness in their document scanning processes.

With Capture Pro v5.0, organizations can do the following to simplify scanning, automate indexing, and more effectively leverage information.

  • Convert forms, invoices, records and other critical documents into high-quality images
  • Save costs and improve productivity
  • Effectively handle centralized and de-centralized batch capture in many industries (i.e.: government, healthcare, finance, service bureaus, and more)

Capture Pro Software is ideal for centralized and de-centralized batch capture workflows in a wide range of industries, with successful deployments in Government, Healthcare, Finance and Service Bureaus and proven impact in many business applications.

Here are some examples of how KODAK Capture Pro Software delivers results for customers.

  • Service bureau reduced data entry time by 50% and significantly enhanced accuracy
  • Hospital doubled their capacity for capturing patient records
  • S. county office improved their productivity in electronic records management by 50%

How is KODAK Capture Pro v5.0 different?  …Thought that you’d never ask.  Here are the highlights.

  • A new, quick-start user interface initiates a scan job with a single click. The simple and intuitive new graphic user interface eliminates the learning curve for knowledge workers who only occasionally use a scanner.
  • Productivity enhancements such as auto-deletion of header sheets used for document separation and multiple document splits, which is the ability to create a new document starting with each page selected in a single, split operation.
  • Support of Windows 8.1 and expanded support of new scanners from Kodak Alaris, as well as additional third-party scanners.

To date, Capture Pro Software has earned numerous awards.  The most recent was a 2014 Summer Pick Award from Buyers Laboratory LLC (BLI) for functionality, ease of use, optical mark recognition.

Interested in trying our solution for free?

 

-Brennan

Here’s a brief overview of Capture Pro Software v5.0.

Streamline the capture and access of hospital patient records

Like many other industries, the medical field is filled with records, documents, files, and just a lot of paper. With the push to “go digital,” many face the decision of how to transfer all of their documents into a new format—one that works best for them and their customers. For Chesapeake Document Services (CDS), finding an efficient way to transfer all the important data from their two largest clients, Maryland-based hospitals, was a top priority.

Originally tediously and manually entering data by hand, the service bureau wanted a way to reduce time and cost—so they turned to KODAK Capture Pro Software, and moved all the data to a more reliable system. Taking on the non-database version first, becoming familiar with the software is what led CDS to become beta testers for Capture Pro Software with the database lookup feature.

From the moment everything was implemented and running smoothly, CDS’ Director of Operations Lee Stalnaker began utilizing the barcodes on records for one of their hospital clients—making scanning a barcode the only physical action needed to gather name, date of birth, and key medical data into index files.

File, document management, digital

Source: Fiverr.com

Uploading files as a PDF or TIFF file gave the hospitals easy access to the scanned documents, and the ability of Capture Pro Software to work with a wide array of scanners and scanning programs provided the needed edge to help all of CDS’ clients—wherever they are. CDS was even awarded a contract because their use of the Capture Pro Software gave a common interface for seamless scanning with a variety of models and manufactures.

Not saving all the good stuff for their clients, CDS uses KODAK scanners at their own facilities, and have become truly brand loyal. “We have KODAK Scanners and we scan at 300 dpi in bitonal mode, as that’s ideal for OCR,” said Stalnaker. “To enhance scanning speed, we work in landscape with the i1860 Scanner, and we can complete an entire box of records in about 45 minutes.”

Other solution benefits include:

  • Turnaround times decreased significantly with faster data access for hospital clients
  • Data entry time reduced by about 50%
  • Index fields now auto-populated in a streamlined manner
  • Staff able to be re-purposed to take on other projects; overhead reduced
  • Streamlined workflow from scanning through uploading to Cloud-based storage/access
  • Ability to use Capture Pro Software capabilities as a selling point in gaining new business

Click here for more information about CDS and Capture Pro Software.

Want to try out KODAK Capture Pro Software?  Use this link to download a free trial.

-Hayley

P.S.: KODAK Capture Pro Software v5.0 is the newest addition to Kodak Alaris’ software and solutions portfolio. Users will enjoy even greater productivity and ease of use. Beginning September 23rd — if you have an active Software Assurance Agreement — you can upgrade to version 5.0 at no additional charge or contact your reseller to purchase.

An excellent, 4 out of 5-star solution for scanning documents in front of customers

The built-in card ledge makes it easy to keep track of important documents during transactions.

The built-in card ledge makes it easy to keep track of important documents during transactions.

This week, PCMag.com’s M. David Stone posted a review on the KODAK ScanMate i1150 Scanner.  What did he say about our solution that was specifically created for customer-facing business transactions, where an employee needs to scan documents as part of a business process?  By the way, people in these jobs are typically interacting with customers and need to keep the transaction moving to reduce wait times and increase customer satisfaction.

  • The i1150 received an “excellent” 4 out or 5 rating
  • Pros: Duplexer (two-sided scanning). 50-sheet automatic document feeder. LCD shows profile names for one-button scanning. Fast.
  • Cons: Limited to only nine predefined scan definitions. Comes without application programs.

David’s bottom line statement for the ScanMate i1150 said, “The KODAK ScanMate i1150 is an impressively capable scanner, with extras ranging from boosted scan speed for the first 10 pages, to showing profile names on its LCD for one-button scanning.”  Wow!

Did you know that a majority of transactions involve 10 or fewer documents? That’s why the i1150 features a special Transaction Mode — enabling 60 percent faster capture speed for the first 10 pages.

Read David’s full review of the KODAK ScanMate i1150 Scanner on PCMag.com.

-Brennan

P.S. Visit us online if you would like to learn more about how the KODAK ScanMate i1150 Scanner can accelerate your processes with seamless technology so you can focus on your customers.

Crimson enhances services to offer BPO solutions using scanners and software from Kodak Alaris

Crimson logo

Crimson logo

To augment its traditional bureau back scanning services to offer SLA[1]-based BPO[2] solutions to customers, Crimson, a document management organisation headquartered in the north west of England, has invested in Kodak Alaris’ latest production scanners and software to rationalize and refresh its whole estate of equipment.

Based on this upgrade project, Crimson will now offer transactional scanning services to customers where turnaround time and accuracy is critical. This includes processing invoices, building planning applications, day forward scanning and digitization of proof of delivery documentation.

Crimson has purchased Kodak Alaris’ flagship production scanner – the i5800 – plus dual stacker accessory, along with Capture Pro Network Edition imaging software for its main scanning centre in Leigh, Lancashire. It has also bought two Kodak i3400 scanners and connected A3 flatbeds for use on onsite scanning projects. In addition, Crimson has upgraded its production and DR[3] servers and installed a 10-gigabit Ethernet network to improve data throughput between the i5800 and its associated servers. The total IT investment to support this business transition totals £120,000.

Alastair Galbraith, Crimson’s managing director, says, “The investment in the top of the range Kodak i5800 is allowing us to not only capture images at 300 dpi without any system slow down – key for SLA work we’re bidding for where quality counts – but we’re changing how we organize and run our bureau from a personnel perspective to improve efficiency and service capability.”

Scanner speed used to be a constraining factor in the business. This has been solved by using the Kodak i5800. Galbraith explains, “The transformation has been stunning such that we’ve extended our opening times and implementing a shift system which means 10,000 extra scans per day – that’s a 20% uplift on mixed document types compared to what we were doing before.”

Originally founded in 1977 as a microfilm company, Crimson was created through the merger of two companies[4] in 2009 to become a scanning firm offering a range of capture services: paper, microfilm and heritage (book scanning). With annual sales today of around £1.5 million, Crimson employs 40 staff in England and Scotland and processes around 2 million pages per month for a range of public and private sector clients including foodservice wholesale provider, Bidvest 3663, and a dozen local authorities.

With all imaging features enabled, the Kodak i5800 Scanner is capable of processing up to 210 pages per minute – the fastest offered by Kodak Alaris – without any daily volume limitations. It comes with a height adjustable pedestal to make it comfortable for every operator and is packed with imaging features to guarantee scan quality, improve productivity and avoid misfeeds which slow the bureau operation down.

Crimson benchmarked the Kodak scanners and software against solutions from two other scanner vendors but ultimately chose Kodak Alaris given it has used its products for the past 15 years and felt the migration path for staff was that much easier.

The i5800 consolidates equipment in use and how the bureau staff work

Historically Crimson had around 10 Kodak scanners of different ages and performance classes some of which were approaching end of life. This created operational inefficiencies as there were different imaging software and application configurations per PC and each scanner type worked slightly differently, too. This meant that staff training was an issue if operators had to change from one scanner to another depending on customer workload demands.

Galbraith says, “If some-one was ill or on holiday, it would be tough to keep all 10 scanners working. The Kodak i5800 has allowed us to consolidate our equipment and given us the resilience we need as a service provider as well. Just three scanners are now in use with the oldest – a Kodak i4600 – purchased a couple of years ago.”

Staff resourcing has changed as a result. Previously the challenge was always finding skilled operators to manage the machines. However, as the i5800 can cope which such a large workload, Crimson is no longer dependent on them – the effort is made on employing ‘preparation’ staff to feed the machine and then do quality assurance. This has reduced risks to the business commercially.

Using Kodak Capture Pro Network Edition has also standardized the capture software within the firm. With no click charges, and a simple licence process allowing the load balancing between scanners or locations depending on client workload demands, Capture Pro Network Edition comes with helpful features like comprehensive indexing and auto import to speed up document processing. With the investment in new network access, staff at either of Crimson’s offices can also login to access batches and process jobs for customers as necessary.

Dual stacker accessory saves Crimson money by allowing the easy re-use of patch sheets

The purchase of the dual stacker accessory is also a key benefit. It allows Crimson to sort and reuse patch code separator sheets which saves money and is environmentally friendly. The business used to purchase 25,000 sheets every other month and therefore estimates a ROI on the stacker accessory within 12 months. Galbraith adds, “Auditing is enhanced. If you don‘t take out the sheets, paperwork won’t fit back into the clients’ boxes which means extras are returned which then raises queries about why there is a mismatch.”

The deployment of Kodak Alaris’ scanners and software gives Crimson the confidence that it’s business as usual digitization projects will be delivered on time, every time. Image accuracy is second to none and scanning response times have been boosted which allows the Crimson management team to focus on the bigger picture rather the day-to-day – namely new business development and streamlining processes even more to grow the organisation further.

-Neil

 

[1] Service Level Agreements

[2] Business Process Outsourcing

[3] Disaster recovery

[4] Hi-Scan and MTL Document Services

Document Managing for the Document Managers

As an all encompassing document management organization, TMG Document Solutions has a list of responsibilities to attend to—some of which can take up to as much as 75% of their work time. Photocopying, duplicating, packaging, shipping, organizing—it’s a process to give a firm duplicate copies of thousands of papers. What if there was a solution that didn’t require several extra and sometimes unnecessary steps. Enter Kodak Alaris’ line of KODAK departmental scanners.  

TMG Document Solutions quickly became tired of separating, photocopying, re-organizing, packaging, loading trucks, and transporting thousands of documents to their proper homes. It required external communication with the outside facilities in order to get the necessary papers where they need to go in a timely manner. With advanced technology, transitioning is made easier, and TMG can focus their attention on how they can help their clients, rather than how fast they are getting their documents back to them.

i3250_FF_torn_375x250_375X0

Utilizing a Kodak departmental scanner gave TMG the necessary tool to scan large batches of documents without worrying about page thickness or size. Different from a flatbed scanner that requires constant adjustment and human assistance, the Kodak scanner did all the work for them.

“The scanners need very little maintenance. We rarely even have to replace the feeder rollers” said Ron Peterson, Vice President of TMG Document Solutions. The transition was really a no brainer, and the overall efficiency of the company proves it works.

With the ability to recognize hundreds of pages loaded into the feeder at a time, with quick and accurate individual page scanning, and Ultrasonic Multi-feed Detection that identifies tiny gaps between documents that were unintentionally fed at the same time—it was certain that every document got scanned. With advanced settings like Multi-feed Detection, the scanner is able to identify sticky notes attached to paper, photos attached to evidence, labels on i3450_FR_375x250_375X0documents, and envelopes as multi-feeds instead of “irregular” documents.

Within just months, TMG saw improvements. Reduced costs in paper, copier toner, maintenance, labor and delivery costs—the new scanners just made everything easier. With the new system, TMG often returned boxes of the original documents with a CD featuring PDF files of the scanned documents.

Click here for more information on the success TMG had with a Kodak departmental scanner.

-Hayley