How Can You Improve Your Customer Service?

In today's competitive financial services industry increasing customer satisfaction is the main priority. Customers are expecting the ability to instantly receive and view their financial information. If your organization is still using manual processes to manage financial data, chances are your staff can not respond to customer requests in a timely fashion. These slow response times can have a negative effect on your ability to provide exceptional customer service.

Randolph-Brooks Federal Credit Union provides financial services to more than one hundred thousand members through multiple branches across the state of Texas, making them one of the largest credit unions in the southwestern United States. Each branch was responsible for document management in their own way, which meant that there were 22 different formats and methods. This inconsistency made documents difficult to locate and reproduce when needed, negatively impacting customer service. Staff began looking for a solution that would decrease document retrieval times and improve customer service.

Staff found their solution through Digitech Systems reseller, Digital Storage Solutions. They chose to implement PaperVision® Enterprise, an on-premise document management solution, to manage all documents in one central location. This has reduced document retrieval times, dramatically increased member satisfaction, and boosted employee morale.

"As a Manager, you know you can feel confident in your decision when a new business process you’ve implemented helps achieve mission-critical goals with a clear return on investment. PaperVision Enterprise helped us achieve our goal of increasing member satisfaction by placing documents securely at our fingertips."

- Charlotte Norton, the VP of Member Service Operations, Randolph-Brooks