There are usually many options for archiving documents. Ranging from storage in various applications (ERP systems, Outlook, CRM solutions, Jira, etc.) on shared drives – on employees’ workstations, laptops, mobile devices – at specialized archiving providers such as Dropbox, Microsoft O365, iDrive, Google drive etc., on internal SharePoint sites / OneDrive, FTP servers, etc.
The diversity contributes to creating confusion, wasted time, clutter, security flaws, errors, and individual ways of working with document storage. What appears to be a simple and straightforward work process is in the vast majority of companies associated with anarchy and unproductive time. Not to mention the consequences of non-compliance with the rules issued by the Data Protection Authority.
When users are offered a great deal of flexibility in the archiving of key company documents, individual ways of storing are acknowledged – the beginning of a fragile and unsustainable digitalisation journey.
There is therefore a huge potential in establishing a robust, uniform, and secure archiving process that all employees can use – whether they are sitting in the office, working from the employee’s private address, sitting in a hotel, etc.
An archiving solution that is always available and that can be embedded in the employees’ favorite work tool, for example Outlook, Word, the company’s intranet portal, central business solution.
The employee does not have to think about how the document should be named, where the document should be placed, what rights the document should be provided with, etc.
Stop storing emails in private folders. Goodbye to archiving incoming physical mail in loosely coupled archive solutions, without connection to either work processes or other relevant documents. Finished wondering who the document should be sent to for further processing.
Duplicate and incomplete versions of the document
When the work with documents is not anchored in a document management platform, duplicates and different versions of the same document arise over time, especially when several people have to be involved in the preparation and approval of the content. The same document is saved with different names, in different versions and typically the document is sent back and forth between the people involved. This can create situations where there may be doubts about which version is the latest correct version, and uncertainty as to whether all the proposed changes have been incorporated into the final version.
Unfortunately, this prolongs the time spent on each document, and the risk of errors increases significantly.
Documents in OnBase are archived centrally, work is done on the same document, and everything is logged and saved in versions – completely automatically. The document itself can be encrypted so that it can not be read by anyone other than those who have access to it. Finish with duplicates and doubt what the latest version contains.
The full overview – 360 degree view
Customer service is very much about being informed about the entire case process and being familiar with all the customer’s matters. There is not much time to give when the customer is on the phone, on the chat, or expecting a quick response by email. Time is a critical factor in providing the desired customer experience.
Therefore, it is absolutely crucial that the customer information is available at the required time, and that all relevant information about, for example, a case can be compiled in a short time. If it becomes necessary to obtain further information, or revisit the history, it should be easy and quick to search if the situation calls for this need.
In OnBase, the information is available, other relevant data can be easily obtained, and all the information can be put together in a good overview, with a full view.
For the benefit of the individual employee who can make the right decision – for both the company and the customer. No wasted time, no mistakes, no bad customer experiences.
GDPR As A Service
On 25 May 2018, the Personal Data Ordinance was introduced in earnest – both for consumers and companies. On this day, the processing and protection of personal data automatically became part of the company’s responsibility and task, where non-compliance will result in fines.
Unfortunately, it still challenges many companies. The background for why consumer protection is complex and cumbersome must be found in the company’s way of storing and working with personal data.
The companies collect, store, process, and communicate personal information incoherently – ie. systems talk poorly together and information is spread out over many data sources. In addition, the policies for the area have not been subject to data and documents from the time before 25 May 2018, and at the same time they have typically not been updated with the necessary policies. Thus, it is difficult to identify data that points to the person in question, and the information is usually not provided with when and how data is to be deleted.
So when consumers ask for insight cases, i.e. the companies have to collect all the information about the individual customer and present it to the customer, then the huge machinery in many companies starts. It is a complex and large task to obtain, collect, and present this type of information.
New money laundering requirements for companies further actualize the issue, and the future will most likely offer more requirements and legislation from the authorities.
OnBase was born with the aim of being able to track, validate, and version everything. In this way, OnBase is created for this age, where risk classifications, documentation and strict requirements for governance must be able to be delivered directly from the platform – we call it GDPR As A Service.
With OnBase, the company’s policies can be easily incorporated and OnBase can support the company’s processes in order to automate and digitalize these as much as possible.
The old adage; well started is half complete, can to that extent be stapled on OnBase. With this technology, your company is well on its way to closing the gaps and streamlining the processes around the entire GDPR area.