Electronic archive system cuts Leigh Mardon reprint costs

Online viewing mirrors paper-based transaction documents to help settle customer queries.

Installing a secure web-based electronic document viewing system has changed the way documents are referenced for many of the leading banks, Federal Government departments and utility companies. Telephone call centres can now bring up on screen an identical indexed PDF copy of the original statement or invoice. The utility in helping to eliminate confusion between the customer and the centre operative is obvious when both are referencing the same document.

According to Floyd Cowan, business services technical manager, Leigh Mardon, the US-based system SOLsearcher from Solimar was a first in Australia. “HTML page formatting is very limited and doesn’t have the complex layout capabilities we need,” he said. The requirement was for the online document and printed paper document to be identical in appearance – same fonts, same paragraphs, same line endings, same pages, same images and same positioning.

The system allows end users to securely access documents anytime, from anywhere via the web in a self-service mode. Users are given the ability to perform their own document viewing and reprints when needed. In addition, resolving customer issues over the telephone becomes much easier and quicker because all parties are viewing the same document pages.

SOLsearcher provides customers 24/7 online access to their documents. When printed documents received through the mail are lost or misplaced, it gives users the ability to retrieve their own replacement copy.

“Eliminating the printing and mailing costs associated with reprint requests was a significant expense reduction for Leigh Mardon,” said Cowan. “SOLsearcher helped boost our customer retention rate. When incoming phone inquires can be quickly addressed and resolved, we found that customer satisfaction levels were rated much higher. High customer satisfaction levels help retain our customer base.”

Fuji Xerox now supports SOLsearcher in Australia. For more information contact Eliot Harper.