Published on 31-May-2011
Validated on 28 Feb 2013
"Everyone is raving about the retrieval capabilities, and customer service has improved, which makes us more competitive. Our people just double-click to get the information they need. They can answer customer questions immediately." - Scott Courson, Business Systems Analyst, Murphy-Hoffman Company
Enterprise Content Management
IBM Business Partner:
Information Access Systems, Inc.
IBM Datacap Taskmaster Capture software helps truck dealership and leasing company boost productivity and customer service.
Murphy-Hoffman Company (MHC) employees need instant access to the documents that drive everyday operations. Generating about 10,000 pages of paper a day in counter tickets and repair orders, mountains of paper were threatening MHC’s ability to provide prompt customer service.
The company deployed IBM Datacap Taskmaster Capture with Fujitsu 5120 and 6140 scanners and Hyland Software’s OnBase®.
$442,000 saved annually in document shipping and retrieval and storage; increased customer satisfaction; enhanced competitiveness.
Murphy-Hoffman Company (MHC), founded in 1975 and based in Kansas City, Missouri, owns and operates a 10-state network of 42 Kenworth truck dealerships that offer more than 40,000 customers a full range of services. In addition, MHC Truck Leasing has 22 locations and offers full service leasing programs for medium and heavy duty trucks.
MHC has grown rapidly, building a reputation for doing whatever it takes to keep customers’ trucks operating at peak performance with minimal downtime. However, by 2007, mountains of paper records were threatening MHC’s ability to continue providing prompt, complete customer service.
Today, MHC is managing customer information efficiently with a distributed document-imaging system, which includes IBM Datacap Taskmaster Capture software, designed and installed by solutions provider Information Access Systems, Inc. (IAS). The solution has boosted productivity and customer satisfaction.
MHC branch employees need instant access to the documents that drive everyday operations. The dealerships and leasing locations generate about 10,000 pages of paper a day in counter tickets (for parts purchases) and repair orders alone. A repair order generally contains 10 to 20 different documents.
Before MHC turned to IAS and IBM, the branches handled only paper records. Dealerships stored paperwork on site, and then archived it off site, while leasing branches retained active documents and eventually shipped them overnight to headquarters for processing and filing.
Wasted time, work delays and frustration ensued. A warranty manager in a large branch typically spent one or two hours a day tracking down paper records. Documents often were misplaced, or rendered unreadable by repair-shop grime. When a customer needed to see a signature confirming a parts delivery or authorizing repair work, for example, forms had to be mailed or picked up at a branch.
MHC Truck Leasing, in particular, was challenged with a tedious process. Since there are no leasing specialists in the branch offices (they all work in the Kansas City headquarters), lease documents would be filled out locally and then shipped overnight at considerable cost for processing. At headquarters, the corporate leasing team would then process paperwork a day or two after the initial transaction occurred.
Speeding up access to documents
MHC decided that it was a number one priority to speed up the access to documents for the people that needed those documents to conduct business. The company funded a project to install a capture system and document management system for fast, efficient input, storage and retrieval of key business documents. According to MHC’s specifications, the capture software needed to be flexible, scalable, robust, customizable and easy enough for mechanics and counter staff to use.
In March 2007, MHC selected IAS. “They were the leader in developing document-imaging systems for companies in the Midwest,” says Scott Courson, the MHC business systems analyst responsible for document imaging. IAS recommended IBM Datacap for its best-in-class capture software.
The multi-part solution for scanning, routing, retrieving and storing images of counter tickets and repair orders was implemented in the second half of 2007. The application integrates IBM Datacap Taskmaster Capture with Fujitsu 5120 and 6140 scanners and Hyland Software’s OnBase® software.
Improving customer service
“Everyone is raving about the retrieval capabilities, and customer service has improved, which makes us more competitive,” Courson says. “Our people just double-click to get the information they need. They can answer customer questions immediately and, if necessary, e-mail the customer a document for further clarification.”
Branch employees scan documents into the system, where they become available right away system-wide and dealerships can discard the paper documents entirely. Courson adds that the elimination of shipping and courier services has had a huge impact on productivity. “Now the leasing team at headquarters receives leasing documents in real-time,” he says. “They are now able to process transaction on the same day instead of waiting for the next day. As an added benefit, the overnight shipping costs have gone away.”
MHC estimates initial cost reductions of more than $442,000 annually, including document-shipping and retrieval time, as well as storage-related labor and space. Since installation, MHC has continued to add documents to the capture process, enhancing the value of the system. “Since implementation, we’ve doubled the number of documents that go through Taskmaster Capture,” says Courson. “We have a formal process to evaluate if each document type is a fit for imaging and, if it is, our team can go into IBM Datacap Studio to set up the functional requirements for capture.”
- IBM Datacap Taskmaster Capture
For more information
Contact your IBM sales representative or IBM Business Partner, or visit us at:ibm.com/software/data/content-management/datacap
For more information on Information Access Systems, Inc. (IAS), visit: www.iasinc.net
For more information on Murphy-Hoffman Company, visit: www.mhctruck.com
Products and services used
IBM products and services that were used in this case study.
Datacap Taskmaster Capture
Footnotes and legal information
About IBM Enterprise Content Management
IBM Enterprise Content Management software enables the world’s top companies to make better decisions, faster. By gaining control of unstructured information, companies can access, collaborate and influence business decisions in new ways, making content a first-class source of insight. With industry-specific IBM ECM solutions, companies can capture, manage and share content throughout its lifecycle to help ensure compliance, reduce costs and maximize productivity. The IBM ECM portfolio includes a wide array of capabilities that integrate with existing systems to help organizations maximize the value of information including: document capture and imaging; social content management; advanced case management; information lifecycle governance and content analytics. More than 13,000 global companies, organizations and government organizations rely on IBM ECM to improve performance and remain competitive through innovation. www.ibm.com/software/data/content-management.
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