CUSTOMER
CONCERNS
Solution
OnBase AnyDoc
Data Capturing Software
Kodak heavy-duty scanner
Services
Analysis and consulting, implementation and operational support
ALWAYS ON THE RADAR
Class despite mass — with its digital incoming mail solution, Billag is able to capture inquiries automatically and keep its customers better informed, while providing a faster service.
THE CUSTOMER
Billag collects radio and TV license fees on behalf of the Swiss government. A wholly-owned subsidiary of Swisscom, Billag is responsible for more than three million private households and companies throughout the whole of Switzerland.
It has to deal with some 5,000 inquiries a day on average, fielding queries on any-thing from registration and bills, to changes of address and cancellation requests.
IMAGEWARE'S TECHNICAL COMPETENCE AND FULL UNDERSTANDING OF THE CUSTOMERS’ NEEDS ARE IMPRESSIVE ATTRIBUTES
THE BACKGROUND
Although process and language-dependent prioritization (triage) of incoming mail is already partially automated at Billag, processing the countless letters, web forms and e-mails remains a resource-intensive and error-prone task. That said, with few exceptions, handling incoming mail is largely a standardized process.
Optimizing the whole process by further increasing the level of automation was the next logical step forward: -> The focus was on automating document classification using, as far as possible, standardized interfaces to the technical application being used. ->At the same time, a lack of stimulation or feelings of monotony on the part of the workers resulting from increased process automation was to be avoided.
Billag considered three solution providers before opting for ImageWare after re- ferral with an external consultant. The integrated solution featured AnyDoc data capture software in combination with a heavy-duty Kodak scanner.
PROFESSIONAL IMAGEWARE'S APPROACH IS ALWAYS PROFESSIONAL AND TRANSPARENT . THAT ENGENDERS TRUST.
WHY IMAGEWARE
- «ImageWare addressed our needs most effectively», said Raphael Raetzo, «both in terms of the functional requirements and our own » organizational structure. That’s what I call appreciating the customer’s needs!
- A financially attractive offering providing a further rise in efficiency compared with the semi-automated situation at the outset
- An agile company with experienced staff offering proven technical expertise and continuity
THE SOLUTION
The new solution scans all mailings without the need for manual pre-sorting. Data on around 80% of the inquiries is automatically captured in advance. This means that a change of address, for example, is identified automatically and assigned to the corresponding process. Validation also takes place automatically. After indexing, scanned letters are archived in the DMS in line with auditing requirements. AnyDoc imports and classifies electronic correspondence (e-mails, web forms) according to the same criteria as scanned documents.
REDUCTION IN COSTS SEAMLESS INTEGRATION
- Lower process costs through e Data forwarded to the ERP system an efficiency increase of > 15%
- Elimination of the paper-based archive
- Full compliance thanks to transparency and monitoring
SEAMLESS INTEGRATION
- Data forwarded to the ERP system without breaking the media chain
- Seamless integration into the DMS
- Initialization of the correct workflow directly in the BPM system
EMPLOYEE SATISFACTION
- Monotonous, manual entry of data largely eliminated
- Improvement in distribution of labor
- Simple management of volatility
- High degree of acceptance on the part of staff
HIGH QUALITY OF SERVICE
- Customer conserns are displayed on Billag's radar even before they are processed
- Better information for the customer
- Shorter response times
IMPLEMENTATION
As early as in 2010, Billag entrusted ImageWare with a pilot study. The two companies worked in close collaboration in order to model the resulting scanning processes. In 2013, the process of downsizing the IT infrastructure was initiated. This major project engendered an ongoing process of hew requirements encompassing the incoming mail solution, too.
«ImageWare responded with great agility and transparency», recalls Raphael Raetzo. «And that includes the costs», adds Dominik Balli, CFO.
CONCLUSION
The Head of Customer Care and the CFO are in full agreement: «We felt that Image-Ware held us in high esteem – from the transparent consulting provided and the fair pricing, to the overall quality of the service!»
