PaperTrail and Client Services

PaperTrail has provided a robust Electronic Content Management (ECM) system to support business-critical processes for many years.Through our sophisticated solutions we offer our Valued Clients leading edge document solutions with the aim of achieving our goal in providing collaboration, flexibility and agility achieving both cost and service benefits for our clients. PaperTrail Features allow for the ability to easily and automatically import and distribute email communication received from your valued Clients to your Client Services Team.These requests can be automatically allocated in the following ways.

• Round Robin.
• Specific User Allocations.
• Group Distributions.

 By using PaperTrail’s Distribution methods you no longer require someone to monitor inbound emails, identify tasks and distribute manually, thereby speeding up the time it could take to begin actioning an item for your Client.PaperTrail provides the ability to action and manage your team and tasks as required:

• Instant visibility on the number of items received at any given time.
• View incomplete/pending tasks.
• Escalate items based on your clients SLA or your own KPI’s.
• Report on Completed Tasks.
• Report on Escalated Tasks and instantly manage these tasks real time.
• Redistribute your items to your team based on workloads / volumes on an adhoc basis.
• Provide and Manage Incentives with your team based on tasks completed as well as time taken to complete tasks.

 Escalations and Redistribution of WorkUsing PaperTrail’s Workflow engine you are able to Escalate Tasks to Management or Distribute Work to other teams/divisions within your organisation. These escalations or redistributions can be performed on some of the following criteria

• Time that an issue was logged.
• Type of Request received.
• Duration an item remains ‘unresolved’.

Client Communication PaperTrail with its robust Email Management tool, allows the user to communicate with your clients via email by either using the ad hoc email tools or PaperTrail’s automated email messaging system.  The user will also have the ability to upload and attach supporting documentation to email correspondence with your client.In this way you can automatically update your clients upon receipt of an email as well as provide regular updates as the resolution progresses to the finalisation of a task. ReportingThe ability to report on the status of client requests is imperative.  No longer do you need your team to create and manually update spreadsheets of the tasks they are currently working on.PaperTrail will automatically create reporting data both during and after tasks have been completed. Examples of some reports

• Current items received but not yet actioned.
• items currently ‘in progress’ per ‘user’.
• Items not yet actioned where the ‘KPI’ is = ‘x’.
• Items completed per ‘user’ in a specified date range.
• Items received per ‘client’ in a specified date range.
• Items completed for all clients where ‘type of request’ = ‘x’.

 BenefitsThe benefits of implementing this type of solution is to streamline business processes and create transparencies in the process as well as the improvements for ‘Real Time Reporting’ and ‘Post Process Reporting’ Written by: Gabriella Agliotti Project Management Consultant at Egis Software