Better Service. Exceptional Software. Right Solution4 Nov, 2010 By: Editorial Staff imageSource
Better Service. Exceptional Software. Right Solution
When Allied Wire and Cable’s previous document management system crashed, they quickly realized that the system touted as having no limitations couldn’t handle their company’s growth.
With the system failure affecting operations and threatening to hamper customer service—and no help or resolution in sight from their current document management company—Allied made the decision to switch to another system. After quickly researching the market they decided that DocuLex’s Archive Studio™ was just the right fit for the job. Soon, what first started out as a quick, economical solution to a business crisis now became an eye-opening experience to the capabilities of a more superior content management solution, and a partnership that supports their growing company.
Problem: System crashed, service bombed
Allied Wire and Cable is one of the largest, privately owned manufacturers and distributors of electrical wire and cable products in the United States. Processing and shipping millions of dollars of inventory a month requires a lot of paperwork behind the scenes. Allied relies on Paula Lamkins to help manage all the documentation and sales orders. And Paula relies on software to help make it all possible
“For regulatory compliance reasons, many of our products need to have certification compliance,” says Paula. “It’s critical that we can document that it meets specifications. If we can’t, it doesn’t go out the door. So when our former document management system failed, it became a major problem. And the fact that we couldn’t get a response or solution from the vendor was an even bigger problem.”
Paula explains, “Our customers are our number one priority. So, we were doing everything we could—processing hundreds of orders by hand and scrambling to find paperwork amongst piles of file folders and boxes—to not let what was happening internally affect our service. At the time, we obviously were not working with a company that felt the same way.”
That’s when Gene Evans, IT Director at Allied Wire and Cable, turned to DocuLex. “We needed a solution and needed it fast. I learned Archive Studio would be great content management software, and DocuLex would be the service-oriented company we were looking for.”
Solution: The 24-hour fix
It only took one day to have the program up and running. Not only was installation fast, it was more cost effective than before. “It cost us less to switch to “Studio” than it would have cost us to install the upgraded version of our old software,” explains Paula.
Also, because of the ease of use and support the DocuLex team provided, Paula could roll out the new software throughout the company by herself, without the use of their IT resources. “I’m not an IT person, but with this program I didn’t have to be,” said Paula. She easily trained the staff through a tutorial email, and was able to answer the few questions she received. When she does need help, it just takes a quick call to DocuLex’s tech support.
Results: Full speed ahead
With DocuLex’s Archive Studio, processing the paperwork to keep orders moving is more efficient, the compliance documents are more legible, and the system is more reliable. Because the system is customized to read barcodes on sales orders, Allied no longer has to manually enter the lengthy sales order number. What used to take three days to accomplish is now finished in approximately two hours. That’s 91 percent faster! Communication also flows a little easier at Allied. Unlike the previous system, which was dictated by user licenses, this program allows an unlimited amount of users the ability to search and access documents simultaneously. “Our email server used to be packed with messages asking coworkers to log off of the system so others could access the information,” said Paula. “Because of this, locating some documents would take about an hour. Now it only takes 10 seconds.” Adds Paula, “It’s comforting to know we have the right software in place and the support from a company that values customer service as much as we do, to grow with us.”