How – and why – does Keeley Travis use DocuWare?
It would be a strange world if Keeley Travis didn’t use the document management and automation solution we recommend and supply. Fortunately, we do, to great effect and in a number of different ways.
Before I go into greater detail, the areas in which we have applied DocuWare are:
- Invoice processing
- Contract management
- Support ticket system
- Telecomms deal process
There are several reasons why DocuWare has become such an integral part of the way Keeley Travis is run. It’s a solution we genuinely believe in, one that brings with it many superb benefits for a business of any size. For us, DocuWare:
- Saves a huge amount of time in manual data entry and document retrieval
- Allows for employees to manage a lot of their own functions and saves directors time in managing staff
- Gives us a very clear overview of where certain projects are up to
- Ensures we act on expiring agreements well ahead of the actual expiry date
- Allows us to support our customers effectively, with 100% transparency and accountability
- Reduces the amount of paper we use – and have to store
In this article I want to explain exactly how DocuWare does this for us in the hope that you will recognise how it can help you too.
Before DocuWare we had to print all our invoices, store them in lever arch files and input the information into our ERP system manually. It was a hugely time consuming job, fraught with the potential for errors and, of course, took up a lot of shelf space.
Now with DocuWare we’ve eliminated all that. When an invoice drops into the inbox it’s automatically transferred to DocuWare ready for storage. With DocuWare’s Intelligent Indexing the information on the invoice (supplier, net amount, gross amount, invoice number, even line items) is read and stored in the database along with the invoice itself, ready for transfer to our ERP system – which is done with just a couple of clicks.
Document retrieval is a doddle too. With DocuWare Smart Connect all we have to do is highlight the invoice number in our ERP system, hit a key combination and DocuWare brings up the original invoice, completely removing the need for paper storage and reducing time spent looking for paperwork filed months ago.
With our managed print, DocuWare and telecomms services a lot of contracts and lease agreements are generated, all of which need to be stored and indexed.
DocuWare takes care of this, capturing the vital information needed to not only fulfill the contracts but to ensure our sales team are notified well in advance of a contract expiry in order to resell. When a contract is within six months of expiring its DocuWare status is changed to Expiring, it’s added to a list in DocuWare and an email notification is sent to the relevant sales person. There is no dange of a customer “slipping through the cracks”, as it were!
Documents are easy to find by searching for document type (ie, Lease Agreement, Service Agreement or Software Agreement), customer name, contact name, location (if applicable) and date of signature – or any combination of these.
While we have not yet implemented DocuWare’s preconfigured HR solution, we are making use of bespoke built functions that mirror a lot of what is offered by it.
First of all, we have an employee onboarding process which captures all the employee data needed for our directors (names, DOBs, next of kin, bank details for payment etc) and creates a DocuWare account for the new starter.
Secondly, we use a holiday booking function which allows employees to request time off from their allocation throughout the year. When a request is made a task is raised for the relevant manager or director to approve or reject the request; whatever the decision the employee is informed and, if it IS approved the relevant number of days is automatically deducted from their annual allocation. Try and request more days than you’ve got left and you’ll just be rejected without a manager having to get involved!
We even have a function for recruitment, which makes it much easier to handle applications and CVs, reducing the amount of paperwork to deal with and cutting the time it takes to sift through them all.
Support Ticket System
Entirely bespoke built in house by yours truly, our support ticket system has proven a Godsend for Keeley Travis – and our customers. Now when a customer has an issue with a photocopier, phone line, mobile, requires a redirect putting in place or anything else they can raise a ticket with a simple webform or call us and we’ll raise a ticket on their behalf.
That ticket kicks off a complex workflow which raises a task with the relevant person to assign the ticket to an engineer or to an office based member of staff. They, in turn, are notified of the job via email and a task in DocuWare. Once the work is carried out they can mark the job as closed or request additional support. This could be the ordering of a part for example.
The workflow continues until the job is completed, routing requirements to the necessary people and keeping the customer informed at all stages.
The progress of each ticket is easily monitored by management to ensure our commitments are being met and to identify any areas for improvement.
As you might imagine, some of the deals we work on with our customers can become quite complex, especially where telecomms is concerned. In order to manage this better we built a small workflow in DocuWare that allows for the financial details of deals to be added to DocuWare via a webform and sent to directors for checking and approving. Whilst quite a simple use for DocuWare, it has ensured that all our deals are managed properly – for our benefit and for the benefit of the customer.
Keeley Travis is fully invested in DocuWare. In our view it is the best document management solution on the market. That’s why we not only sell it, we use it – every single day in a variety of ways. The benefits we enjoy from implementing DocuWare go well beyond what I’ve outlined in this article. In fact, you could say DocuWare was the missing part of our puzzle.
Indeed, it’s our own experience with DocuWare that gives us the confidence to endorse and recommend it to you. Which we do – wholeheartedly.