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Situation
Construction organizations are always
faced with the challenge of managing the
volumes of documentation necessary to
see a project through to completion. Poor
paper management can result in lost folders,
deficiencies in reconciling discrepancies,
long customer service response times,
and increased billing cycle times.
Documents such as job maps, CAD prints,
service orders, vendor and sub-contractor
contracts, color sheets, building material
orders, and vendor selection sheets need
to be archived and readily accessible so
customer service agents and other organization
staff can access them within a moment’s
notice.
Exceptional and responsive customer service
is a priority this home building company,
but managers and employees were facing
a challenge of maintaining the level of
service their clients had come to expect
while building more homes than ever before.
Central to the problem was the fact that
the volume of documentation necessary
to see a house through to completion,
from blueprints to footprints, had evolved
into an unwieldy, paper-intensive management
system in need of an overhaul.
Solution - Productivity
After reviewing several document management
systems, this company chose Hyland Software’s
OnBase solution.
OnBase electronically captures, stores
and manages literally every document generated
or received by an organization, providing
the company's users with quick access
to any and all documentation related to
the construction of a home.
Beginning with the sale of a house right
through to completion and the ensuing
warranty service, OnBase streamlines the
company's processes, reduces paper usage
and storage, and provides employees complete
document access in one integrated system.
Client Benefit
Purchase orders, generated from company's
building software, FAST, are automatically
captured and indexed with OnBase COLD;
and, incoming invoices are scanned into
the system using OnBase Document Imaging.
Once in the system, documents are available
throughout the enterprise and can be annotated,
faxed, or emailed directly from the desktop.
OnBase Application Enabler provides a
seamless integration (without programming)
between FAST and OnBase. With the image
on the screen, invoice data is entered
into FAST and used to index the image
into OnBase—eliminating the need
for timely double entry.
OnBase Image Statements automatically
matches primary documents with supporting
documents for rendering or printing. The
Company utilizes the module to assemble
purchase orders that include all supporting
documents required by subcontractors,
including plans, specifications, instructions
and job maps. Because this step previously
was completed manually, the time to assemble
purchase order packets has been reduced
significantly. Also, the module maintains
an electronic record of each purchase
order packet and allows subcontractors
to contact the company, ask specific purchase
order questions and receive an answer
immediately.
Client Says, "We've eliminated 95%
of the paper we previously used in Accounting
and we're much more efficient as a result
of our OnBase system.”
Accounting is not the only department
reaping benefits from the system. "Since
implementing OnBase, employees have quick
access to any documentation related to
the construction of a home," reports
the client. "Customer service issues
that previously took days to resolve can
now be handled while the customer is on
the phone."
To provide its mobile workforce and satellite
offices with complete access to mission
critical information,company instituted
the OnBase Web Server. Employees now have
secure access to job packages, customer
selections, variances, and other documents
via the Internet. In the near future,
the builder plans to give vendors access
to documents specific to their activities,
thus further reducing customer service
personnel workload.
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