Client Profile

The client is a major player in the travel distribution industry, achieving over $200 million in annual revenues with projections to exceed $1 billion in annual revenue within three years. The company estimates handling three to four million documents per year.

The Problem

As current and projected document volumes climb into the millions, the need for efficient document management controls is imperative. Documents are not held in a central repository and agents often perform time-consuming searches for documented information. Additionally, some documents have a legal retention span of seven years.

Like other small businesses, the firm does not have a complex networking infrastructure within the organization. The firm operates on a peer-to-peer network using a robust PC as the centralized server. Upgrading to a network operating system with the required servers would be both cost prohibitive and a likely end to the document management project.

The Solution

iDatix deployed an Electronic Document Management (eDM) system, which created a single “work source” environment to streamline the document filing and retrieval process. Controls were put in place to index all incoming documents (both paper and electronic), allowing agents to perform more efficient document searches. Also, the use of online archiving methods reduced the company’s document retention time from seven years to three years.

The streamlining of document processes with iSynergy positioned the company to accommodate a significant increase in paper volume without the need for additional staff. This has helped our customer service and improved our overall customer experience, which is very important to me. We are currently going back and scanning our closed loan files and plan to scan our Accounts Payable invoices in the near future.”