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Overcoming Paper-Based Customer Service Challenges

Paper-Based Customer Service Challenges

Businesses need customers to survive. No matter how good your product is, if you can’t serve your customers’ needs in an efficient manner, there’s no guarantee that they will remain loyal to your business. All it takes is ONE small mistake or slip-up to turn a 5-star customer into a 1-star review.

 

High-quality Customer Service is determined by a number of factors, but speed is paramount if you want to keep customers satisfied. Even the most gracious and eloquent apology can’t make up for slow response times when your customers come calling. Your Customer Service team needs to be quick on their feet, and that’s impossible if your business still relies on paper-based Customer Service processes that leave your customers on hold listening to a repetitive tune while they shuffle through a cluttered file cabinet for information. Even companies that have already started implementing digital solutions to enhance Customer Service will find themselves at a disadvantage when compared to companies that have automated Customer Service capabilities. Do you know where your company stands?

Welcome to Your Paperless Office

If you want to overcome the paper-based Customer Service challenges that plague most businesses, you will need to focus on the following two objectives:

Digitizing Your Customer Service Documents

Paper-based Customer Service challenges stem from the physical limitations of paper. Paper takes up space and must be moved manually to transfer information from one person or department to the next. As a result, paper-based Customer Service processes are tedious, time-consuming, and ripe for error. By digitizing your documents, you can create precise digital replicas that allow you to store and retrieve documents instantaneously from a computer, tablet, or even mobile phone if you want to expand your Customer Service team to incorporate remote work. OCR software is the technology used to capture documents and import them into a Document Management system. Advanced OCR software can even recognize the numbers and characters on a document and use them to perform automated tasks, which should be your second goal if you want to overcome the challenges of paper-based Customer Service.

Digitize all of your Customer Service documents, including:

  • Product Literature
  • Orders
  • Invoices
  • Shipping Documents
  • Return Documents
  • Manuals
  • Parts Lists
  • Maintenance Histories
  • Customer Correspondence
  • RFPs
  • RFQs
  • Quotes

Automating Your Customer Service Processes

OCR software will help you digitize your documents, allowing you to finally get rid of those filing cabinets that take up valuable real estate in your office. Furthermore, a paperless office will never require additional offsite storage to accommodate paper loads, which means no more spending exorbitant amounts of capital on storage that yields no tangible return for your organization. However, this is only the beginning. If you want to truly eliminate all of the inefficiencies that result in Customer Service slowdowns, digitizing your Customer Service documents should be followed with Business Process Automation. By automating your Customer Service processes, you can serve customers faster and more efficiently while focusing your human capital on improving customer relations and tackling nuanced problems that require a human touch.

Customer Service Touchpoints Give You a Chance to Improve Customer Retention

While the statistics quoted by industry analysts vary, it is generally accepted that it costs as much as 10 times more to win a new customer than to keep an existing one. Expanding your customer base is crucial, but not at the expense of your existing customers. Winning customers and, more importantly, keeping them, are critical business requirements. But what keeps customers loyal? Price, quality, availability, relationships, and inertia all play a part, but Customer Service is the touchpoint where your business and your customers meet. It’s a make-or-break environment where great service is your only option if you want to maintain positive sentiment.

It’s no secret that customers respond favorably to good service. In fact, it affects their purchase decisions. According to Accenture, poor customer service has, at one point, caused nearly half of all U.S. consumers to switch at least one of their service providers.  To add insult to injury, recent reports suggest that Customer Service expectations are rising at a faster rate than companies can (or are willing) to adapt to. In a separate survey by Accenture, which canvassed 1,200 technology consumers in North America, Europe, and Asia. It was revealed that consumer technology companies that offer average – not poor, just average – Customer Service alienated consumers and risked losing almost three-quarters of their customers to competitors. The results are clear. Customer service is critical to customer loyalty and company profitability. It can’t be viewed as a cost, but it should be viewed as a prudent investment.

Paper-Based Customer Service Challenges

One important difference between Customer Service and other areas of your business is that resolving customer issues often requires access to information that is spread across multiple departments.

Consider, for example, a standard Customer Service call:

  1. A customer telephones to complain that they did not receive everything they ordered.
  2. To ensure that the customer did, in fact, order everything they recall ordering, the CSR first examines the original order document that is likely located in a filing cabinet in the sales office.
  3. If the items and quantities match, the CSR then has to verify that none of the requested items are on backorder by referring to a copy of the packing slip that is filed away in the warehouse.
  4. If that doesn’t resolve the issue, the CSR must then review the shipping documents to see if everything was shipped in one box or in
    multiple boxes.
  5. If there were multiple boxes, the CSR has to verify that they all made it onto the truck and were delivered.
  6. Depending on the company’s shipping policies, the boxes may have been delivered by the company’s own truck or by one owned by a third-party shipping company.
  7. Finally, the CSR is ready to assist the customer — except wait, the customer has moved on.

Most Customer Service interactions aren’t this tedious, but this example does serve to show how the dispersal of information across an organization can send your CSRs into a tailspin.  When some or all of this information exists on paper, providing high-quality Customer Service becomes a costly and oftentimes futile endeavor.

The Financial (and Operational) Costs of Paper

The following are among the characteristics and costs of paper that hinder your CSRs:

  • Paper is costly to store, handle, copy, and distribute.  On the enterprise level, warehouses may be required to store the paper required to resolve customer issues. That paper has to be manually filed when it comes in (or is created) and then retrieved when needed. For collaborative purposes,  the necessary documents may need to be photocopied at a cost of several cents per page in addition to the related labor costs.
  • Paper storage leads to human error. In physical storage environments, documents may be misfiled or accidentally destroyed, resulting in hours spent hunting them down or trying to recreate lost information. This is not a trivial cost. Research from Price Waterhouse Coopers suggests that the average cost to search for a misfiled document is $120. In the meantime, increasingly frustrated customers are kept on hold awaiting an answer to their questions.
  • Paper is difficult to backup or recreate. Fires, floods, vandalism, there are countless ways for a paper document to become lost, damaged, or destroyed. Most companies lack a true disaster recovery plan, so it’s not until the unexpected occurs that they understand the danger of paper documents. If the only copies of valuable customer information are destroyed, it would be impossible to serve customers, and other ongoing operations may also be obstructed. In addition, failing to adequately protect customer and transactional data against such destruction, accidental or not, may place your company in breach of a number of regulations.
  • Paper can’t meet customer expectations. A shift in customer expectations over the years has further increased the drawbacks of using paper to support customer service. Web-based technologies have resulted in a greater expectation for rapid CSR responses from vendors. Customers no longer readily accept “I’ll have to put you on hold” or “I’ll have to call you back” when they call with a question. Yet that is exactly what they hear when a CSR has to track down information that exists only on paper.
  • Paper doesn’t support self-serve options. Customers today often expect, and industry economics frequently demand, new alternatives for customer service, including 24/7 self-serve support options. Paper-based information makes it impossible to offer this level of convenience. Plus, by refusing to offer self-serve options, you are funneling all support requests directly to a Customer Service department that is already overwhelmed by a lack of digitization and automation.

Say Goodbye to Paper-Based Customer Service Challenges

Despite the predictions a decade or two ago that we would by now be enjoying the benefits of paperless offices, most businesses are still dependent on paper because going paperless requires help — and good help is hard to find. If your organization, like many organizations, is still buried under mountains of paper, it will affect every corner of your business, from Accounts Payable to Human Resources and, of course, Customer Service. Once a paperless office has been established, automating customer service functions and offering Web-based self-serve options becomes simple. You can speed-up customer interactions and add value to those interactions while lowering their costs.

Are you ready to see how Enterprise Content Management and Workflow Automation can help your business overcome paper-based Customer Service challenges? Contact IntelliChief today, our experts are standing by to answer your questions and help guide your search for the right solution!

Paperless Logistics

3 Reasons to Support Paperless Logistics and Customs Clearance in 2020 and Beyond

Paperless Logistics

Following the precipitous spread of the coronavirus pandemic, there’s never been a better time for companies to reduce their reliance on paper-based processes that only serve to stimulate the spread of germs and disease. One industry that can greatly benefit at this time is logistics and customs clearance. This article will cover three important reasons paperless logistics and customs clearance should be embraced universally in 2020 and beyond, including:

 

  • Create safer working conditions
  • Support faster and more transparent clearances
  • Work remotely with confidence

1. Create Contactless Clearances With Paperless Logistics

If the coronavirus has taught the logistics industry anything, it’s that achieving a paperless logistics system that works for you and your customers has never been more crucial. Logistics and customs clearance historically rely on paper-intensive processes to keep imports and exports flowing to their rightful locations.  There are many documents involved in customs clearance, including:

  • Documents for Exports: Buyer Purchase Order, Sales Invoice, Packing List, Shipping Bill, Bill of Lading, Certificate of Origin, and more.
  • Documents for Imports: Buyer Purchase Order, Supplier Sales Invoice, Bill of Entry, Bill of Lading, Packing List, Certificate of Origin, and more.
  • Country-Specific Documentation

Logistics companies realize that by going paperless, they are establishing a safer workplace with fewer operational restrictions. What was once considered a time-consuming and cumbersome process can be transformed with paper solutions for Document Management, Workflow Automation, Data Entry Automation, and more.

Lancy Barboza, Managing Director of Flomic Freight Services, notes that by incorporating the “best available technology and work processes,” they have been able to set a new benchmark for service standards, enabling Flomic to “consistently deliver a timely and relevant response to our clients’ demands.”

And despite the fact that coronavirus has ushered in disruption after disruption for cross-border trading and freight movement, Barboza believes it has also revealed an opportunity to leverage technology for efficient paperless logistics processes that mitigate face-to-face interactions. Safety has become a top priority for most companies looking to go paperless, but it’s only one of many reasons for businesses to migrate to a more comprehensive paperless solution, such as an Enterprise Content Management (ECM) system.

2. Support Faster and More Transparent Clearances

Paperless logistics opens the door to faster and more transparent customs clearances. It facilitates the type of contactless and paperless environment that all industry leaders are shifting to in response to the coronavirus pandemic. Going paperless and digitizing documentation accelerates clearances by eliminating the need for manual document retrieval. It also improves business intelligence to help employees make better decisions backed by real-time information. Furthermore, it allows business leaders to track productivity and decision-making to address lapses in judgment or operational inefficiencies. Slowdowns in the logistics industry are largely the result of outdated, manual processes — many of which can be eliminated altogether by going paperless.

3. Work Remotely With Confidence

Going paperless and going remote are two entirely different processes, but companies that decide to go paperless will find that transitioning to remote work is much easier when paper documents have already been removed from the equation. With paperless logistics, you can facilitate remote access to applications for importers and exporters to file shipment details from the office, home, or on the road. This greatly reduces the need to move personnel from the office to the customs station and vice-versa. The world of logistics and customs clearance are changing, and business leaders will need to acclimate to these changes in short order to maintain a frictionless workplace that isn’t constrained by physical boundaries.

Getting Started With Paperless Logistics and Customs Clearance

No matter where you are located in the world, every port requires a customs clearance process that is safe and functional. By transitioning to paperless logistics and customs clearance, you can provide an unrivaled experience that allows you to manage more imports and exports than ever before. Whether your distribution channels comprise the air, the road, the sea, or all of the above, you can benefit by going paperless.

To learn more about paperless logistics and customs clearance, contact IntelliChief today.

Accounts Payable Automation 4-Way Matching

Accounts Payable Automation 4-Way Matching

Accounts Payable Automation is a powerful tool for any organization that finds itself processing a large volume of transactional information on a regular basis. Unfortunately, many organizations fail to identify the nuances (and potential nuances) of their AP process. Matching a PO to an invoice and receipt is a relatively simple process to automate, but what happens when additional approvals are necessary to fully vet a transaction? What happens when a 2-way matching process requires an additional step? And what happens when a fourth match is required? Here’s everything you need to know about Accounts Payable Automation 4-Way Matching:

Large Enterprises Require Accounts Payable Automation 4-Way Matching

Although Accounts Payable Automation 4-way matching is rarely top of mind when an organization decides to seek out an Enterprise Content Management (ECM) solution for AP Automation, it can be achieved with the right vendor. For example, if your organization is headquartered in the United States but has operations spanning North America and Europe, the major drivers for such a project might include:

  • Scaling back paper-based processes (and eliminating paper)
  • Reducing time and cost associated with manual ERP data keying and workflow management
  • Streamlining back-office processes across disparate locations and systems
  • Eliminating late and duplicate payments
  • Obtaining more early pay discounts
  • Improving the work environment

All of these benefits can be realized with the right ECM solution for your organization; however, this list doesn’t need to be finite. Clearly, reducing the amount of time required to complete the matching process is key to faster and more efficient workflows, but if your solution only automates simple 2-way matching or more advanced 3-way matches, certain transactions will inevitably fall through the cracks. Few solutions can capably perform 4-way matches, but those that can tend to support higher rates of “straight-through processing” and greatly reduce the amount of manual, error-prone work performed by employees.

How Does Accounts Payable 4-Way Matching Work?

The precursor to a reliable Accounts Payable Automation 4-way matching process is the Enterprise Resource Planning (ERP) system(s) at the heart of your organization and the ECM solution that will help you unlock new features using your existing software infrastructure. Most organizations will review vendors and perform due diligence until they find a solution that can be expanded throughout their organization without bringing additional vendors into the fold and integrates with their current ERP(s).

Before a definitive selection can be made; however, your organization must develop a robust understanding of your existing business processes and the underlying workflows that drive these processes forward. This is best accomplished by partnering with a vendor that is willing to perform a comprehensive discovery and whiteboarding session to identify just how complex these processes truly are (and whether or not Accounts Payable Automation 4-way matching capabilities are necessary to help you reach your goals).

An example of a 4-way match is an invoice that must be matched to a purchased order (PO) and then to a receiver, before finally being matched against a quality inspection sheet. The additional flexibility of being able to emulate such a nuanced workflow with automation is extremely liberating for businesses that want to be able to fully automate their enterprise. And it shows as organizations that implement seemingly become leaner and more profitable overnight.

Additional Automation Benefits

Accounts Payable Automation 4-way matching is an advanced capability that helps companies close the gap on straight-through processing rates exceeding 90 percent or greater. By automating the entire AP process from document capture to workflow and approval, your organization can cultivate an environment where only the rare exception will require manual handling.

In this touchless environment where no ERP keying or other human interaction is needed,  ERP lookups for vouchering, validating, and supplementing key data between systems are executed using a rules-based business process automation workflow mapped to your specific practices, enabling lightning-fast reviews and approvals. This is achieved using cross-reference table algorithms that normalize data among systems and constantly match variables to maintain data integrity. AP processing staff can be reduced or reallocated, giving them the additional bandwidth needed to concentrate on strategic operations. Lastly, the ancillary benefit of AP Automation in related vendor fees, paper, and onsite and offsite storage costs — which can oftentimes be eliminated altogether savings tens of thousands or more.

To learn more about how Accounts Payable Automation 4-way matching can help your business gain a competitive advantage, contact us today.

Capturing Your AP and Orders Email

With the volumes of email you receive, transactional data and attachments are easy to overlook – and it’s difficult to quantify what’s missed. This is particularly concerning regarding capturing your AP and Orders email.

A simplified automation solution: IntelliChief Email Import provides the capability to capture documents directly from your company’s email system. It targets specified addresses you designate (e.g. ap@, customerservice@), redirecting from your email server to the IntelliChief Email Import feature of IntelliChief ECM. The body and attachments are automatically captured into IntelliChief as body-attachment batches or individual documents.

The useful functionality: all the captured documentation is image-enabled, facilitating the contained information to be indexed for keyless, straight through processing within IntelliChief. ECM integration with your ERP and line of business systems assures the data is verified and validated for accuracy, archived with each transaction’s document collection, and readily available for workflow.

IntelliChief Email Import epitomizes automation – it runs behind the scenes. Conveniently out of the way, yet reliably functional. It complements IntelliChief’s complete enterprise Accounts Payable and Order processing automation for your organization.

If this is capability you and your colleagues could use, contact IntelliChief to see how it will function in your specific processing environment.

Purchase to Pay: Results of Automating AP Processing

If you’ve attended a live sports or entertainment event, you’ve seen this company in action. They’re the stars for sound, staging, storage and transportation; the ones behind ‘the show must go on’.

The Challenge

The company was looking to streamline their Purchase to Pay process. Overall, the goal was to reduce the time, effort and cost of paying invoices. Within their Accounting workflow, all invoices were paper. Those arriving in an electronic format (frequently email attachments) were printed. This manual, paper intensive process made it difficult to find, route and organize each invoice associated with every order.

They used an internal mail service to send their paper invoices to Accounting, and the approval process was an extremely time intensive task. Their methods were not easy or efficient – those invoices without purchase orders were routed from Accounting to an approving manager via internal mail, reviewed/approved by the manager, then routed back to Accounting again by internal mail. Purchase order invoices were manually matched to the receiver’s invoice.

The Consensus

The company chose to implement IntelliChief as the enterprise content management (ECM) solution to automate their specific processes, creating an efficient Purchase to Pay environment. Since adding IntelliChief, the time for invoice approval and routing to the Accounting department for payment has been significantly reduced (quantified in the IntelliChief Automation Results section).

Now, all invoices are captured, electronically formatted, entered into IntelliChief and indexed by the Administrative Services department, replacing much of their ERP keying with touch-free, straight through processing. The company assigns each vendor a default approving manager. The invoices that are non-PO are automatically routed to the approving manager via IntelliChief’s automated workflow, eliminating (literal) steps from their previous manual routing process. PO invoices are placed in a To Be Matched inbox, with IntelliChief moving the PO invoices to be paid when a receiver matches the PO invoice. “A significant benefit of adding IntelliChief is the ability to handle existing workloads and avoid the need to hire or shift additional resources to AP, as our organization grows,” stated the company’s IT Director.

IntelliChief ECM’s integration with their ERP provided visibility, verification and validation (enhanced by IntelliChief’s item cross reference normalization) to assure payment accuracy, receipt of their contractual timely payment discounts, and avoidance of late payment penalties.

Paperless Prosperity

With IntelliChief ECM, all incoming invoices received by fax, email or mail are available electronically with-in the system, accessible via desktop or mobile device. With the company’s goal to be completely paperless, after the successful implementation in Accounts Payable, they see IntelliChief as the cornerstone of this endeavor. Next, their paperless expansion will encompass their Order-to-Cash process to decrease DSO’s and improve cash flow.

Complete Connection

A crucial component of their selection of IntelliChief is its ability to connect with any ERP or line of business system throughout the company. This will provide the company flexibility to utilize ECM in any department of their business they deem advantageous, to move them increasingly closer to paperless process management’s cost savings multiplier.

Seamless system integration was a significant differentiator of IntelliChief from other document management solutions. With IntelliChief, the company’s staff can capture, create, store, index, search, retrieve and distribute documents directly from any business system without leaving their desks, eliminating tedious, costly digging through filing cabinets or sourcing off-site storage for needed documentation.

Their IntelliChief AP Automation Results

Eliminate Expenses – They save $32 processing an invoice.

Reduce Processing Time – They save 23 days processing each invoice.

Capture Emailed Documentation Easily – Automated capture of emailed documents (both body contents and attachments) eliminates printing and keying.

Archive Simply – IntelliChief’s Print Capture function enables their users to electronically archive and prepare any document for workflow, simply by selecting the File-Print to IntelliChief feature.

Convenient 3-Way Matching – For Accounts Payables’ 3-way matching processing, the company’s staff utilizes a two-monitor desktop configuration, enabling them to simultaneously see both the original purchase order created in their ERP, with the invoice and receiver captured by IntelliChief.

Automate Invoice Routing Workflow – When processing invoices that required approval, the old method relied on internal mailing of the original invoice to the appropriate manager for approval, a process that took days. Using IntelliChief’s workflow to automate routing, the process is completed in minutes.

Improving Cash Flow with Accounts Payable

Founded in 1934 to make steel castings for the U.S. Military, this company has grown to be a top specialty manufacturer in the US. Their continued growth is based upon acquiring new customers while maintaining and growing loyal accounts through investments in innovative production abilities and proactive customer service.

A Paper-Based Problem

Improving cash flow with Accounts Payable.

One area of inefficiency this company realized was its plethora of paper processes. According to their Database Administrator, “We had a real need to go paperless to enhance accuracy while saving time and money.” The DBA and the company’s Controller agreed that an automated, paperless flow would benefit Accounts Payable (AP) and their interdepartmental colleagues, making sure that important documents never sat on anyone’s desk too long. It would also help the company with issues involving multiple document copies, outdated information circulation and duplicate payments.

The DBA indicated they had been using Quadrant Software’s Formtastic™ and FastFax™ solutions when they began their quest to go paperless, and they were excited to discover that IntelliChief enterprise content management (ECM) was a partner product of both Formtastic and FastFax, and could help them reach their document management and business process workflow goals. At first glance, the solution seemed like a perfect fit, but the company decided to evaluate other ECM options for comparison. In the end however, IntelliChief’s process workflow-matching configuration, and seamless integration with the company’s enterprise content management (ERP) system, made it the right choice for them.

“All the paper was costing us a lot of time and money,” the DBA relayed. It also resulted in too many mistakes. “We ended up double paying vendors two or three times a month, well, that we knew of. We had a team of four in AP who were struggling to keep-up with the increasing paper volume. They were doing the best they possibly could, though the backlog of ERP information keying and constant ‘walking-workflow’ put them in an unwinnable cash flow situation. IntelliChief was our way to fix this through automation.”

Piles (and Piles) of Paper

Before the IntelliChief implementation, all purchase orders were created manually. An initial requisition was drafted, and once approved three copies of the document were made. One went to AP, another to Purchasing and the final to the requestor. The information was then manually keyed into their ERP to create an official purchase order for the requisition. This PO would then be printed in triplicate and distributed. At this point in the process, the DBA explained that, “at least six pieces of paper had been generated to secure a single item.”

Once the item requested arrived, its receipt would be entered into their ERP. The receiver who signed for the goods would, according to the DBA, “hopefully be able to send the packing slip over to AP that day, preventing processing hold-up, or worse – documentation loss.” If the packing slip made it there, AP would then attempt to make a 4-way match, trying to marry up the original requisition, the PO, the packing slip and the inbound invoice from the vendor. Often however, all four documents did not make their way to AP, causing AP to have to request new copies from various parties within the process. If any originals did resurface, some items were entered twice, and invoices paid twice.

The time was right for the company to implement IntelliChief and activate additional tandem features within their ERP that would enable them to reliably go paperless.

Paperless Purchasing

The first thing the company did was to activate the Requisition Approval function within their ERP. This ability automates the requisition process, meaning no hard copies are produced. Once the requisition is approved in their ERP, a PO is generated within the system and faxed or emailed directly to the vendor through FastFax. No copies of the PO are required – every document within the purchasing process is archived within the IntelliChief system.

The company also activated the Receiving function within their ERP that’s integrated with IntelliChief, which allows the company to scan a packing slip at Receiving. AP no longer must wait for the physical slip; once it’s scanned it becomes available electronically via IntelliChief to all authorized users. When an invoice arrives (whether via fax, mail or email), it’s captured by IntelliChief and made available via their ERP screen, often with touchless, straight-through processing, eliminating data keying. Users can retrieve all related AP documents quickly on the screen together, making the 4-way matching process a snap. Also, there are no more checks to print, copy and file, as IntelliChief retains copies of each payment’s documentation, through automated capture and archival.

If a snag ever arises within the purchasing process (IE. the quoted price on a PO doesn’t match the price on an invoice), IntelliChief makes it easy to resolve the issue, through item cross-reference normalization. There’s no more walking paper across the building; instead AP simply forwards the item within IntelliChief’s process-specific workflow to the proper parties to resolve the issue. The best part, said the DBA, is that “all transaction documentation history is organized and stored in IntelliChief, making it very easy to archive and retrieve any aspect of any transaction, with all the steps and notations added in workflow retained.”

Automated Cash Flow Improvement

The DBA feels that IntelliChief has fundamentally changed the way the company conducts business. Most of their AP filing cabinets are gone. Everything and everyone are comfortably more efficient, helping to add dollars to the company’s bottom line. According to the DBA, “IntelliChief has really streamlined the invoice matching process and approvals, and payment scheduling, greatly enhancing our cash flow. We’re also benefiting from vendor discounts for the first time in our company’s history and finding them to be significant in our case. The multi-pay errors are virtually non-existent now.”

The Future

With IntelliChief, the company now operates a paperless Order-to-Cash operation. While they haven’t had the system in place long enough to fully calculate its payoff in this area, they’re already benefiting from on-screen visibility to order projects that they, and all their colleagues involved in fulfilling each order, haven’t previously had. The days of running between departments to retrieve, review, add notations and secure approvals are over. The Shipping Department is also better equipped to work with Customer Service, with both having real-time access to each order’s status. Any customer-requested order documents may be sent to them directly from IntelliChief by email or fax.

When asked if they would recommend going paperless with IntelliChief to other companies, the DBA responded, “Absolutely! Get rid of the paper – it will immediately save you time, money and frustration!” They also said that for most people letting go of paper was easier than had been expected, and that the few who struggled were convinced after just a few days, as they realized how easy it was to retrieve a document from IntelliChief. The DBA stated, “the IntelliChief search function is as intuitive as an Internet search engine. Whether the documents are linked to their ERP or they’re stand-alone items created within IntelliChief, the system makes it very easy to search for and access them right away. We’ve moved in the right direction – away from filing cabinets.”

ROI Calculator

AP Automation Actuals Calculator

ROI Calculator

Using your actuals to discern if AP automation makes fiscal sense for your company allows you to know for sure if it’s worth the pursuit. Will it also add value to your ERP system investment?

Now there’s a convenient way to find out. IntelliChief ECM’s AP Automation Actuals Calculator factors all cost savings related to moving from manual to automated processing in your environment, utilizing verification and validation from your ERP’s tables.

The calculator includes all aspects of AP processing, comparing your cost projections from years 1-5 of automation implementation. You’re able to see how AP Automation efficiencies affect your organization and provide guidance for process automation optimization when mapping your workflow, in-tandem with ECM system integration with your ERP.

What Information Can the ROI Calculator Reveal?

IntelliChief’s ROI Calculator is an effective tool for getting a better understanding of whether or not automation is right for your organization. In most cases, automation can make a world of difference in areas such as Accounts Payable and Accounts Receivable by increasing productivity, streamlining processes, and eliminating costly errors. Here’s what our ROI calculator can tell you about your business:

AP Statistics and Measurements

In-depth analysis of invoice sources and formats, quantities, data capture methods, resource/storage/labor cost (internal and outsourced), late payment fees paid and early pay discounts available.

Hard Dollar Costs

Determining manual processing actuals.

Staff Time

Often the hidden expenses associated with AP processing – time and cost of employee/contract staff in processing tasks, encompassing invoice printing, ERP/business system keying, approval routing, exception handling, data conversions, resolving duplicate payments, researching internal and vendor inquiries, audit preparation, tracking and reporting on all activities.

Measuring Your ROI Calculator Results

Purchasing and Receiving related costs also are factored in, including these departments’ labor costs for transactional documentation workflow routes.

Once these figures are entered, the Calculator progresses to both hard dollar savings/gains and efficiency savings for each year 1-5, per line item allocation. It provides a comparison of your current costs to what they would be in an automated environment.

With these calculations completed, you’ll know what impact AP Automation will have for you. If the outlook’s favorable, the data accumulated will be foundational for your business case.

For your free Calculator, contact IntelliChief.

The YMCA Central Maryland Selects IntelliChief Accounts Payable Automation

IntelliChief, a provider of automated document management and workflow enterprise content management (ECM) solutions, announces The YMCA Central Maryland selects IntelliChief Accounts Payable Automation. Upon vetting three industry-leading ECM systems, The Y chose IntelliChief for non-PO invoice processing, as they migrated invoices and data from their previous ECM. Their qualifications included a system integrated with their Stock, Garber and Associates (SGA) enterprise resource planning system (ERP), with retrieval and invoice data import for verifications and validations. They needed document capture capabilities to eliminate printing and scanning, decreasing ERP keying by increasing touchless straight-through processing, with workflow mapped to their specific processes to expedite reviews and approvals. The system needed to be scalable to expand into other departmental areas.

VP of Finance and Controller Jeremy Trimble commented, “we went through a very thorough analysis of options and feel great about the selection of IntelliChief. They met and exceeded all our criteria. We are thrilled about this new partnership.”

IntelliChief ECM provides a smooth, robotic process automation (RPA) transition from costly manual document management and workflow functions. Its industry-awarded AI-powered document capture enables users imaging capability of any paper or electronic format, indexing contents and validating with data in their ERP and line of business applications. It optimizes interdepartmental process workflow, with real-time analytic visibility through desktop and mobile access.

IntelliChief’s enterprise automated document management usage spans Accounts Payable, Purchasing, Sales Management, Customer Service, Human Resources-HCM, IT, Legal and Logistics/Distribution.

For IntelliChief ECM information, contact IntelliChief.

The YMCA Central Maryland is among the largest Y Associations in the U.S, providing service to over 350,000 people throughout the central Maryland region. They are a charitable, cause-driven organization working for community well-being, operating across over 100 sites with a focus on Youth Development, Healthy Living and Social Responsibility.

How Risky Is Risk?: A Case for Enterprise Content Management

According to the International Federation of Accountants, the ever-changing business landscape of new technology and fluctuating markets, positions accounting and finance professionals to have the most significant impact on enterprise risk management (ERM) within their organizations. With this opportunity to support value creation and preservation over time, they’re primed to contribute to both fiscal and operational aspects of ERM initiatives. The most prevalent identified need: enabling business system integration and interconnectivity to break down siloes across the organization for sharing information timely and cost-effectively. Workflow automation is a stable step towards ongoing reduction of capital and earnings risk.

How risky is risk – a case for Enterprise Content Management (ECM) begins with fixing the ERM problem of interdepartmental information silos, inadvertently created by lack of automated information management to enable staff to transcend departmentally-enclosed environments. Transactions – purchases and orders – is where this need is particularly evident.

Both Accounts Payable and Order process automation have reached functional, cost-effective scale through ECM. This technology enables all transaction-related information to be captured from native paper or electronic files, formatted to uniform image files for archival and automated workflow – interdepartmentally. With ECM integrated into a company’s ERP and line of business systems, this squarely addresses the silos, enabling staff to share timely, conveniently and cost-effectively from any location. Data is verified and validated between systems, with touchless, straight-through processing.

Reducing costs associated with processing and filing vendor invoices reflects AP automation’s impact, streamlining company workflow processes. It increases visibility into the invoice approval and exception handling through visualized analytics, ultimately mitigating late payment fee risk, while increasing early payment discount achievement through payment scheduling optimization.

By automating sales order processing, an organization benefits with faster order processing, while improving accuracy and lowering costs. Process control and visibility of orders routed for review, approval or exception handling is expedited. These aspects lead to a decrease in Days Sales Outstanding. Another multidepartment ECM benefit – improving Sales and Customer Service experiences for clientele, and for staff managing each account, bolstering customer retention and up-sell/cross-sell opportunities.

The International Federation of Accountants recent survey of US businesses concluded that 70 percent of them didn’t have a complete ERM process, though had a growing sense of urgency to discover and counter risk. A cost-beneficial step is AP and Order process automation with ECM.

For further information, contact IntelliChief.

AP Automation Justification Calculator for JD Edwards

ROI Calculator

Determining if AP automation is a project worth pursuing is primarily based on projected cost savings achievement. This is both a post-installation, near-term consideration, and one spanning subsequent fiscal year projections. While there are many industry average figures in circulation, they don’t provide you with accuracy based on your specific business environment.

The IntelliChief AP Automation ROI Calculator for JD Edwards

IntelliChief has created one, and it’s comprehensive. This tool’s objective is factoring all cost savings related to moving from manual to automated processing in your environment. It encompasses all aspects of AP processing, allowing you to add your related costs from years 1-5 of implementation, providing a true ROI projection. With this data, you’re able to see where AP Automation’s efficiencies affect your organization, providing guidance for process automation optimization when mapping your automated workflow, in-tandem with ECM system integration with your JD Edwards ERP for vendor and order information verifications and validations.

Required Information for AP Automation Justification Calculator for JD Edwards

In order for you to get a clear picture of where your company stands in relation to its ideal automation project, you will have to collect some important (and accurate) information to input into the calculator, including:

AP Statistics and Measurements

Covering aspects of invoice receipt modes, quantities, data capture methods, resource/storage/labor cost (internal and outsourced), late payment fees paid, and early pay discounts available.

Hard Dollar Costs

Quantifying budget allocated to manual processing.

Time Spent Per Person

Assessing appropriated time and cost of employee and contract staff in processing tasks, including invoice printing, ERP/business system keying, approval routing, exception handling, calculating data conversions, filing, resolving duplicate payments, researching internal and vendor inquires, audit preparation, tracking and reporting on all activities.

Justifying Your Automation Project

These extend from Accounts Payable into Purchasing and Receiving, encompassing labor cost of all workflow routes of transactional documentation.

Once these figures are collected and entered into JD Edwards, the Calculator progresses to both Hard Dollar Savings/Gains and Efficiency Savings for each year 1-5, per line item allocation, comparing your current costs to automation. This is the awakening – do the numbers equate the value of AP Automation for you?

Then calculations shift to ROI for AP Automation, measuring years’ 1-5’s returns if you implement an automated environment.

With these calculations completed, the AP Automation project decision becomes a clear choice, and equitable for prioritization. The data accumulated will be foundational for your business case.

For a video overview, see AP Automation Justification Calculator for JD Edwards here.

To order the free AP Automation Justification Calculator for JD Edwards, contact IntelliChief.

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How Content Management Can Compliment Your HRIS Platform for Going Paperless

How Content Management Can Compliment Your HRIS Platform for Going Paperless

Content Management for HRIS Helps Optimize Your HR Processes



PeopleSoft Accounts Payable Automation

PeopleSoft Accounts Payable Automation

How long do your employees spend on Accounts Payable in PeopleSoft?  If you’re not using your Oracle PeopleSoft ERP as efficiently as you could be, IntelliChief can help. We offer AP automation solutions specifically for Oracle, and because we’re an Oracle Gold Partner that has performed countless installations for PeopleSoft customers, we can configure a solution that aligns perfectly with your needs and goals.

What to Expect When You Automate Accounts Payable in PeopleSoft

Our PeopleSoft Accounts Payable Automation tools help you:

  • Collect, process, and store your vendor invoices
  • Capture more vendor discounts
  • Collaborate easily between multiple departments
  • Prevent lost or misplaced documents
  • Eliminate inefficiencies from manual entry

Automated workflows let you capture purchase orders, order acknowledgments, and receiving documents from both paper-based and electronic formats. Once captured, they’re organized and stored with any related transactional documents. Meanwhile, our software compares all of the data with the transactional information you already have saved in PeopleSoft. You don’t have to manually match the information or waste time on multi-step approval routing.

The best part? PeopleSoft users that implement IntelliChief for AP typically achieve a full ROI within one year — and that’s not the only benefit.

PeopleSoft ap invoice automation

The Benefits of PeopleSoft Accounts Payable Automation With IntelliChief

When you automate PeopleSoft with IntelliChief, your business will become faster, leaner, and more profitable. Customers benefit from:

  • Industry-leading integration backed by Oracle Gold Partner status eliminates the need for multiple vendors or technical resources
  • Embrace a paperless office that is more sustainable, environmentally friendly, and adaptable
  • Full visibility in the Accounts Payable process, including micro- and macro-level tracking
  • Boost deployment speed
  • Improve accuracy with advanced validation software that gets smarter over time
  • Automatically capture invoices from a monitored inbox
  • 80-90 percent reduction in manual data entry
  • Lightning-fast 2-, 3-, and even 4-way matching
  • Secure digital repository creates a centralized hub for all documents
  • Analyze processing speed, cost, efficiency, and ROI achieved with IntelliChief
  • Remote access from any smartphone or tablet
  • 24/7 security and audit protection

ECM PeopleSoft

Discover Our PeopleSoft Accounts Payable Automation Solutions

Is your company ready to phase out old, inundated processes that prevent it from reaching its potential? Your growth objectives are clear. You’re ready to take the next step, and IntelliChief can help you get there with PeopleSoft Accounts Payable automation. Realize instant ROI as your processes become faster, more accurate, and smarter — literally paying you back over time by automatically taking advantage of early payment discounts while eliminating late payments.

Want to learn more about our PeopleSoft Accounts Payable automation solutions? Contact us today for a free consultation. Our automation experts will help you determine whether or not your business is a good fit for automation.

 

 

Adopting a Paperless HR Electronic Filing System

Adopting a Paperless HR Electronic Filing System

In HR, an electronic filing system can make it easier to stay organized. Your Human Resources Managers can have resumes, applications, benefits forms, performance reviews, and other important records stored in a digital archive – with everything right at their fingertips when they need it.

IntelliChief’s document management software integrates directly with your HRIS platform. By communicating with your Applicant Tracking, Employee Onboarding, Performance Management, and Employee Self-Service modules, it lets you automatically capture, categorize, and sync your most important HR data.

Our electronic HR filing system helps you move away from traditional storage, keeping confidential information secure while letting you access it from anywhere. And because of its real-time integration with your HRIS solution, it lets you deliver your employee and contractor information to any Human Resources application – without manual data entry.

The Real-Life Impact of an Electronic HR Filing System

Our software lets you:

Ready to modernize your approach to Human Resources? Contact us today and learn more about the benefits of electronic filing.