Logical Structuring of Information Dramatically Improves Customer Servicemand Efficiency

Does your call center still require your customers or members to wait for 24 hours to gain access to the transaction? Does a teller need to consult records in two, three or more places to process the transaction or to answer a question about it later? When the auditors arrive, how easily can you give them access to the records they need?

A robust document management system puts everything related to an account or an account-holder in one place. Once you have reduced extra paper, captured incoming paper documents electronically, and expanded your electronic document system to handle all types of documents, you are poised to organize this information in a logical structure that facilitates research and retrieval of records.

The way you use records “by account-holder” is the most logical way to store and manage information. With everything related to that customer or member in virtual folders, any document can be located right where it’s supposed to be instead of somewhere in a growing database with longer and longer search times. Record and transaction integrity is complete.

(This is the fourth strategy in a six-part series.  Check back each Friday for a new strategy to boost cost-efficiency in Financial Institutions.)