Published on 08-Mar-2013
"IBM was right along with us as we evolved from offering a printingcentric solution to a customer-service solution to a customer self-service solution." - John May, Head of Solutions, Technology and Professional Services, Fuji Xerox Document Management Solutions Pty. Ltd.
Fuji Xerox Document Management Solutions
Enterprise Content Management, Smarter Commerce
In November 2012, Fujifilm Holdings (Japan) acquired Salmat Businessforce Pty. Ltd. Renamed Fuji Xerox Document Management Solutions Pty. Ltd., the company helps business customers throughout Australia streamline document workflow for optimal cost efficiency, productivity and customer experience. It is among the country’s largest providers of electronic document services through a Software as a Service (SaaS) solution. Its offerings range from scanning and conversion to electronic document management, storage and archiving.
Fuji Xerox Document Management Solutions Pty. Ltd. wanted a document management solution that would grow with the business and support evolving customer service models.
The company used IBM® Content Manager OnDemand for AIX® software to build a flexible, scalable, federated solution that provides document management as a hosted Software as a Service (SaaS) offering.
The solution helped save its clients approximately AUD27 million as the company moves from a price-centric commodity business to a holistic, customer-centric service firm.
Building on a history of superior service
Fuji Xerox Document Management Solutions has worked with IBM since the mid-1990s to provide high-availability, around-the-clock archive and retrieval services to some of the largest organizations in Australia, including three of the country’s four major banks. The two companies began working together before personal computers became a business mainstay, when just about everyone received paper bills and bank statements. The partnership continues today as Fuji Xerox helps its clients become more efficient through strategic use of communications channels, online technology and data management. “Our goal has always been the same: enable our clients to respond to their customers as quickly and accurately as possible,” says John May, Head of Solutions for Fuji Xerox Document Management Solutions.
Saving clients AUD27 million
Since 1996, the organization has used IBM Content Manager OnDemand for AIX software to help its clients reduce operating costs and improve customer service through electronic document management. Among the first companies to install the software, Fuji Xerox Document Management Solutions continues to upgrade and expand the technology to stay relevant and competitive. By 2012, the solution is saving the company’s clients AUD27 million per annum in operating costs. “The original reason we chose IBM Content Manager OnDemand was to store the documentation we printed and mailed for banks, utility companies and insurance firms, primarily for legal and compliance purposes,” says May. “If a client’s customer disputed the content of a billing or banking statement, we could reproduce that statement for our client.”
Once that capability was in place, the value of the content became evident, particularly for call center staff. If a client’s customer phoned with a query about a paper statement, the service representative could view the same image online, a previously impossible task. Average call handling time decreased dramatically and many more queries were resolved during the first call.
The obvious next step was to eliminate paper for clients’ customers. “We leveraged this content once again to offer online bill payment and banking through our clients’ web portals,” says May. Today, many Fuji Xerox business clients rely on the company to help them provide their customers self-service opportunities. “We generate 45 million online statements each year for our clients, saving them approximately 60 cents in printing and postage per statement,” says May. “Additional savings are not as quantifiable, but still substantial. Now as people opt to access their statements online, they don’t have to phone our clients’ call centers as often as they used to with questions, so call center costs are reduced.”
Aligning systems and repositories
Because its hosted services are built on federated IBM content management software, the company can integrate and align offerings with its clients’ systems and repositories. A key part of the solution, IBM Content Integrator software enables Fuji Xerox Document Management Solutions to create a virtual repository and workflows for each client’s business that provide an enterprise view of content assets regardless of where those assets are located.
“For example, if one of our client organizations has phone records and other documents about a customer that are housed in its various internal systems, we can federate that content to provide a single view across those systems and our hosted archive. This allows access to all related documentation with a single search,” says May. In addition, the company can create statements and bills from a client’s transactional data and generate the document images that are both linked to workflow and printed for distribution and archival.
Staying ahead of the game through services growth and differentiation
The flexible IBM solution helps Fuji Xerox Document Management Solutions proactively respond to customer needs and stay relevant in a competitive marketplace, “We’ve already moved from being a pricedriven commodity provider of print services to a resource provider of online services that directly integrate with our clients’ core systems and that help support nearly three million of their customers,” says May.
Going forward, the company plans to continue taking advantage of the IBM solution’s scalability, multiple language capability and system flexibility to support growth in Asia and accelerate ongoing innovation and customer-focused service differentiation. For example, the company’s large clients in the banking industry are projecting that 50 percent or more of their customer interactions will soon be initiated from mobile devices. Says May, “Our next steps are mobility and social media.”
For more information
To learn more about IBM Enterprise Content Management software, please contact your IBM marketing representative or IBM Business Partner, or visit the following website: ibm.com/software/data/content-management
Products and services used
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