In the old days, businesses and organizations would archive and retrieve documents largely for logistical reasons. For example, tax paperwork or financial disclosures would need to be brought out of storage in the event of an IRS audit. Or, documents explaining how your business was complying with certain industry or government regulations would have to be unearthed in the event you were accused of not aligning with those rules.
In other words, archiving and retrieval practices were implemented for the sake of some pretty boring reasons. As such, when it was time to act on these practices and pull out a given document to submit to the IRS or another regulatory agency, there was not a whole lot of urgency to it; there was a timeline, of course, but it was not something you needed to do on the spot, or while on the phone with an agency rep.
Those were the old days. Now, the impetus for archiving and retrieving documents has undergone a massive digital transformation. The manner in which your organization now stores and calls up these documents has to undergo a similarly massive update, too.
Giving Archiving and Retrieval a Digital Facelift
Customer engagement has changed drastically over the last decade. Call centers and digital self-service portals enable customers to have more direct and immediate communications with customer service reps. In order for those service reps to adequately satisfy customer questions or complaints, whether it’s through a chat messenger or over the phone, document archiving and retrieval needs to be given a modernized upgrade.
Proper storage protocols and software make it that much easier for call center reps to recall a customer’s purchase history, for instance, while on the phone with them. The faster you can retrieve that document out of the archive, the faster you can speak to the customer in more personalized language and demonstrate a true understanding of their concerns based on their previous history with your business.
Alternatively, poor archiving practices that lead to slow or incomplete retrieval can leave call center reps completely uninformed about the customers they’re speaking to. When the customer is trying to communicate a problem or issue they may have, and hear someone on the other end of the line that is oblivious to who they are, they can pick up on that quickly, especially if they’re a longtime customer. And, in an instant, that feeling of being disrespected or not heard can result in a lost customer for life.
Whether over the phone, in chat or through social media, customers have faster and more direct ways for communicating with businesses than ever before. Those businesses, in turn, need faster ways for calling up past customer information and documents that can build on, rather than break down, those relationships.
New software-driven solutions can help these same businesses to rapidly modernize their ability for archiving and retrieving customer information, financial paperwork and other crucial documents. Just as technology has been on the cutting edge of customer engagement, it also represents the best avenue for businesses to achieve requirements in archiving and retrieval – requirements that have taken on new life in the digital transformation age.
Pitney Bowes EngageOne® Vault provides the modern upgrade that businesses need for their archiving and retrieval solutions. Vault adds a new dimension of simplicity, speed and flexibility to the process: Storing millions of customer communications in their original formats, and seamlessly integrating them into your CRM, ECM, billing and client-facing portals for fast and intuitive retrieval.
To learn more about how EngageOne Vault’s solution to document archiving and retrieval is simplifying service, building up customer relationships and aiding with compliance, play back or download my Communicate Series webinar, “Real-Time Document Retrieval for Better Customer Engagement and More Effective Digital Transformation."