Clients - Case Studies
BC Records Management Services Ltd.
Making what's good even better--BC Records' enhances its already outstanding customer service with a custom-designed solution by OmniRIM. |
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"Customer
service is what keeps BC Records
ahead of our competitors. We
were looking for a similar
relationship with OmniRIM.
We wanted a solution that simplified
our processes, while maintaining
the processes that were successful
for us. OmniRIM built us a
system that was specific to
how we operate."
-Bernie
Bietenbeck
BC Records
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The Greater Vancouver area, in British Columbia, Canada is a leading
Pacific Rim center for international and domestic businesses. Proactive
businesses in the area recognize the value in protecting their irreplaceable
records. BC Records Management Services Ltd. provides commercial
records management solutions to organizations of all types. The
company provides secure storage for records of all media, including
electronic and paper records. Additionally, B.C Records provides
pickup and delivery services, as well as destruction services when
records are no longer needed.
THE SITUATION:
BC Records was managing its records on a customized DB2 database.
The system offered BC Records one primary advantage: it was structured
to meet its specific classifications and scheduling. However, the
system was falling behind their needs, and had growing shortcomings.
These included:
- Usability Issues. Customers could not access their accounts
to check on records over the Internet. Absence of a user interface
meant the system was slow to operate and, for new staff, the learning
curve was steep.
- Functionality Issues. Information could not be retrieved
in a timely enough manner to answer customer queries over the
phone. BC Records were finding it difficult to render the level
of customer service they are proud to offer.
- Processing Issues. Without barcode functionality, records
had to be entered manually-a process that consumed extra staff
time.
- Accessibility Issues. The system was built on a stand-alone
computer, without networked access.
Retention Issues. BC Records needed a system that could automate
their records retention schedule.
Customer service - everyone talks about it, but BC Records delivers
it. When BC Records went looking for a records management vendor
they expected nothing less from them. BC Records selected OmniRIM
Solutions because they were able to offer a records management solution
that mirrored how BC Records were currently working-only more efficiently
and with better functionality. OmniRIM Solutions' willingness to
produce a custom solution that was "the same-only better"
saved BC Records time, money, and aggravation.
THE SOLUTION:
OmniRIM Solutions implemented a records management system to manage
inactive records being stored by BC Records. The system utilizes
an array of solutions to deliver leading edge records management.
BC Records uses the Enterprise Web Based solution to manage
- Inactive records inventory, stored in archive boxes for their
clients.
- Track and calculate the costs of storage and activity for each
client.
- On-line search, request, reporting and data entry module allowing
clients access to their holdings. Security protocols permit clients
to view their own files only.
The flexibility of OmniRIM®
software enabled the OmniRIM Solutions support team to configure
a solution that is specific to how BC Records operates, with no
added time or expense. OmniRIM's solution enabled BC Records to
be up and running with minimal changes to their current processes
THE RESULT:
The OmniRIM Web-based software has allowed BC Records to offer
its clients a secure, Web-based, real-time application, while streamlining
BC Records' internal costing reports. Key benefits include the following:
- Improved functionality to clients that wish to access their
own records and request items over the Internet.
- Improved customer service to clients over the phone, as BC Records'
staff are able to find information quickly and easily.
- Increased efficiency due to more effective procedures for storage
calculation, circulation transactions, and back-up tape deliveries.
- Increased record tracking levels, such as bar-coding of records
and optional services such as classification and retention-should
the client require these services.
- Enhanced corporate profile, with a sophisticated online requesting
system that matches that of multinational corporations.
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