In today's retail industry, providing a positive customer experience is crucial to the success of a business. If potential customers have a negative experience with your organization, odds are they will look to do business elsewhere. Manual processes are time-consuming and costly for retail staff. Automating processes allows retail companies to protect customer information and respond to customer requests more quickly, improving overall customer service. Do not let manual processes affect your organization's ability to provide exceptional customer service.
CAPCO Tile & Stone has multiple retail locations throughout the Rocky Mountain Region that provide customers with premier ceramic and stone tile as well as other stone slab products. Before, using manual processes staff used paper records to manage customer files, invoices, and accounts payable records. For a company the size of CAPCO that handles hundreds of transactions daily, these manual processes were impacting their productivity. If the staff needed to track down a specific file, they would have to physically dig through boxes and boxes of records, which was time-consuming and costly. They knew there had to be a better way and so they went looking for a solution.
CAPCO staff worked with Digitech Systems reseller, D2Xchange to build an electronic solution. They chose to implement PaperFlow™ to automatically route scanned records into PaperVision® Enterprise, an on-premise document management solution, to manage their documents. Staff was able to implement the system and train administrators in only a couple of days. In addition to quick implementation, their new electronic system has reduced record retrieval times, improving productivity and has eliminated the need for costly physical record storage.
“We can respond to customers more quickly–in most instances, while they are still on the phone. From an operational efficiency and customer service perspective, our ROI has been instantaneous!”
– Kyle Smith, Special Projects Manager, CAPCO Tile & Stone