Imagine the sweetness of a bow drawn across the strings of a violin. The gentle hum of a clarinet. The soft whistle of a flute, or the mournful cry of a French horn. For more than 10,000,000 Americans imagining is all they can do because their hearing is greatly diminished or non-existent. Communicating with the hearing world and developing relationships can be a challenge. So many people who are deaf and hard-of-hearing live lives of isolation. One leading company serving this market is on a mission to change that.
The company develops products and services to help those who are deaf and hard-of-hearing communicate effectively with others through interpreters and video services. Of course, that means employing the highest quality team members across North America to deliver those services. Developing quality relationships with so many team members spread over a continent became a challenge. It was important to successfully engage and better understand individuals starting with initial contact through onboarding and employment.
It all started with the mail. This organization was getting hundreds of human resources related pieces of physical mail every day. The envelopes and cards passed through a fairly elaborate system. In the end, the mail found its way to join more than 1.6 million other pieces of paper in the file room.
As each envelope landed on the receptionist’s desk, it was sorted and transferred to the mail room. A file clerk then opened each piece of mail to determine its next stop. A corrective action? To an HR generalist manager. Worker’s Compensation form? worker’s comp manager. How about a benefits question or package? You guessed it, to the benefits manager. And the list went on. On rare occasions, a file would bypass all of those people and departments and go directly to the personnel in the file room.
Speaking of the file room, it was about the size of half a basketball court. Cabinets were stacked virtually floor to ceiling with narrow rows. The row space only allowed navigation for a single person. In fact, the record density had become so heavy, literally, that the floor required structural reinforcing.
The process to locate and use the files became so labor intensive that sometimes a file wouldn’t make it back to the room in a reasonable amount of time. So an email game across the HR department called, “Whose got the file” would begin. Without any logical trail of where the file started, where it had been, and where it was now efficiency stagnated.
With the company in a rapid growth phase, it became apparent the current paper tangle was becoming unmanageable and unsustainable. But how do you change a system so reliant on paper records? How do you access information more rapidly and reliably to let your team know they are important? The company needed help, and DoxTek was ready to lend a hand.
With more than 108 Centers across North America, company managers no longer needed to stuff 20-page documents into delivery packets. They simply inserted the documents into a scanner and away they went to headquarters. A capture solution would receive the scan and with OCR capabilities, send it to the appropriate OnBase process to deliver or store in the correct location. In some rare instances, where the confidence of the scan fell below the 90 percent quality threshold, a file clerk would audit the digital document and forward it appropriately.
But improvements didn’t stop there. DoxTek helped write a custom solution associated with Docusign and OnBase to completely eliminate the onboarding packets. The once 20-page packet was reduced to an email. The email was delivered electronically to prospective employees to read and sign. The new process completely bypassed the center managers and went straight to OnBase at the HR department for appropriate processing.
We weren’t finished yet. DoxTek delivered more time saving processes. For example, an add-on to Outlook allowed HR personnel to automatically send contained or attached documents straight to OnBase without launching the client application for processing.
In days gone by when records passed an expiration date, the documents needed to be located in the mountain of physical records and destroyed appropriately. Now with everything digital, the process is much simpler—but DoxTek has suggested an even more efficient add-on. OnBase can be configured to automatically notify and deliver records that have reached destruction date. Since different documents within a single employee record have different expiration dates, this solution will only deliver those dated for destruction at the appropriate time. A file clerk can then audit the document to double verify, before ultimately pressing the delete key.
DoxTek is helping the company improve the relationships with its staff by increasing the reliability and effectiveness of its record keeping. Those improvements better engage team members across the organization. After all, being able to communicate clearly and build relationships is what the company is all about—an aspiration DoxTek shares.