Scenario 2:     Document Imaging provides Customer Service gains.

Client interest in the Document Imaging Product was generated due to the following:

• The client Customer Service Area which responds to customer phone calls regarding payment of bills does not have access to the actual images of the bill which were sent to the customer.  
• In servicing customer phone calls the client Customer Service Area representative may not be able to provide help to the client because the client is referring to parts of the bill that the Customer Service rep has no way to view.
• At times, when the customer comes in person to the Customer Service area in order to pay the bill, they neglect to bring the bill with them. In these cases the Customer Service rep has a difficult time verifying that the customer is paying the correct bill.

The client feels a better solution exists which will allow better customer service and lowered frustration levels.

By leveraging the BCS Document Imaging Product, the client is able to capture the actual bill images and make them immediately available to the Customer Service representatives. With the bill images available for review, the client is able to easily and cheaply optimize their Customer Service area .

Benefits Realized

The client realizes immediate and substantial cost savings and productivity gains. The client reports the following to be significant unexpected benefits:

• Bill image can be printed on the Customer Service Representatives local printer, thereby providing the ability to replace lost bills.
• The client is able to implement electronic distribution of the bills (via email) thereby saving the printing and mailing costs.
• Electronic archival of the bill images allows the Customer Service area to refer to history for a client.
• Implementation of the product caused users to begin thinking about what else they could do to improve their workflow, lower costs and increase productivity.