Benefits of Electronic Document Management for Case Working

For businesses maintaining long term relationships with their clients, suppliers or partners its important to maintain accurate records of all transactions to provide better customer service and avoid the risk of non-compliance.

Examples of organisations being fined for their inability to maintain accurate customer records or not being able to retrieve information to answer legal queries in a given time frame have been quite common. In recent years British Gas was fined £2.5 m for not being able to re-open customer complaint records. According to a recent AIIM survey, adopting a case based approach with document management helps maintain structured records and helps answer external queries in minutes rather than weeks.The graph below illustrates that only 55% of organisations have switched to case based processing in some form:

Return on capture investment

What is a case based approach?
AIIM defines a case based approach as one where all documents related to a case, transaction or service are centrally stored and processing must be achieved within a definite time frame. This includes processing claims, sales orders, requests, proposals or legal cases. 

How does EDM enable case working? 
EDM systems in conjunction with backend ERP or CRM systems enable organisations to group all documents related to a case in one central digital repository which can be accessed by selected users. According to a recent survey conducted by AIIM, 61% of organisations identified collecting documents in one central location as the biggest challenge in moving towards a case based approach. Most organisations still rely on an inaccurate manual process for collection which is expensive and error prone. DCS award-winning EDM software FileStore allows:

Collection of documents from various channels through which the clients might choose to interact with the organisation such as emails, PDF attachments, image files, paper documents, faxes or even via SMS.

Capture and classification - capturing the information from these documents to identify which case the document is associated with and automatically storing in a suitable document library.

Workflow automation - evolved EDM systems like FileStore not only collect all images and case documents, but can manage the routing of documents through complex workflows, including those involving parallel processing. 

System integration – to enable adaptive or dynamic case management, it is essential that the EDM system fully integrates with currently used systems which could be a CRM or ERP system or MS applications used to manage processing of documents through the business workflow. 

Provide visibility of case progress – the EDM system automatically maintains an audit trail of each document transaction, and interactive dashboards help monitor the progress of each case.

Talk to one of our business consultants on 01753 616 720 to discuss how you can switch to a case based EDM system, or send an enquiry using our Contact Form.

The future of case and matter document management - as predicted by the legal sector itself.