Unlock client satisfaction by powering relationships with a digital document management system
In a 2019 survey, researchers found that 57% of knowledge workers largely attributed their lagging productivity to the difficulty of finding correct information. 49% reported spending 30 minutes to 2 hours daily trying to track down critical information to do their jobs.
Lost productivity is bad enough for a company’s bottom line, but when document-finding difficulties detract from the client experience, it can create a significant problem. If you don’t have an effective digital document management system, your clients may switch to a competitor who can provide a better customer experience.
Fortunately, an extensible document management system can strengthen your client relationships. To learn more, access the eBook.
A Digital Document Management System Touches Every Part of the Client Engagement Process
Consider the 4 stages of the end-to-end client engagement process. Document management—the ability to accurately capture and quickly find relevant information in documents—plays a vital role in each stage:
- When your company wishes to share the news about your product or service, your team needs to locate and update the correct versions of marketing materials quickly.
- When prospects begin asking questions, you and your staff must collect accurate information from them and deliver fast, informative answers based on documentation.
- As you engage with the prospect, multiple members of your team will start generating important information that you will use during the sales process and after the close.
- When your prospect becomes a client, you must keep track of contracts, deliverables, orders, invoices, contact data, purchasing habits, payment confirmations, and much more.
A basic digital document management tool will be critical for tracking this information and making it easy for your employees to find.
And an extensible digital document management system could be the secret to making your clients happier in every interaction.
How Workflows and Collaboration Portals Streamline the Client Experience
Finding a document is only part of the puzzle. You also need process automation and task management (workflows), as well as secure collaboration portals that facilitate bi-directional sharing of large amounts of data.
Each tool keeps your document management and usage on track, so neither your employees nor clients are left wondering about important information.
- Workflows
Imagine that a contract needs to be reviewed and updated before you can resubmit it to a client. Without effective workflows, your staff may have to track down internal reviewers to determine if the contract has been updated. If your client is on the phone awaiting an answer, you can bet this will impact their experience.
Workflows can notify reviewers that a document needs to be attended to and then automatically update managers once the work is done.
- Collaboration portals
Think about the last time you shared a document via email with multiple people. Some people didn’t receive it because it filtered to their junk mail folder. Some people lost it or were maybe too lazy to perform a search for it. Some people received and edited the file but sent the original back to you instead of the edited version. Some edited it and sent their edited file correctly, which meant you had to compile conflicting edits into a single, updated document and send that one out for another review. What a nightmare.
A secure collaboration portal provides you and your reviewers with a single document that everyone can work on together, with complete visibility into each other’s changes. No one will have to search for a document in their email, and you will not have to compile edits into an updated document. As a result, the document will be finalized faster and will be easy to find in the future. Clients and staff will be happier.
Combine Technologies to Level Up Your Business Productivity & Boost Client Satisfaction
Extending your digital document management system with workflows and a collaboration portal makes sense. Integrating all these tools into one system allows you and your clients to enjoy seamless processes.
M-Files, an AI-powered intelligent information management solution, connects all your documents and information across every platform and repository with the right people at the right time. It helps you maintain a single source of truth for each document and tap into time-saving automations that keep your documents easy to find and work with.
This benefits your business with smoother processes as well as more productive workers. Best of all, it might just be your secret to happier clients.
Access the eBook and discover “5 Ways to Strengthen Client Relationships by Combining Workflows with Document Management.”
Since 2003, PeopleSense has established itself as the definitive ERP and single source workforce management solution provider for businesses of all sizes throughout the U.S. and Canada, offering consulting for M2M® and Intuitive®, Sage HRMS, time and attendance solutions, Acumatica, and related services and products. PeopleSense provides clients with the peace of mind that comes from working with experienced consultants dedicated to customer service, who are affordably priced with no annual contracts. Reach out to get your business software questions answered.