Fast Reaction to Customer Inquiries
Customer Company Size
Large Corporate
Region
- Europe
Country
- Germany
Product
- DocuWare document management system
- Active Import
- Autoindex
- COLD/READ
- Recognition
Tech Stack
- Oracle database
- Storage Area Network (SAN)
- Sun Solaris
- Citrix environment
- AS/400 software
Implementation Scale
- Departmental Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
Technology Category
- Platform as a Service (PaaS) - Data Management Platforms
- Application Infrastructure & Middleware - Database Management & Storage
About The Customer
Langenscheidt is a world-renowned publishing house, with a product range varying from areas such as languages and knowledge to travelling and maps. One of the reasons for the publisher's success is the tradition of quality from this German family business with headquarters in Munich. Until 1997, more than 1,000 documents such as order forms, outgoing invoices and contracts with authors were filed on paper at Langenscheidt. The order processing department works with an Oracle database and a Storage Area Network (SAN) based on Sun Solaris in a Citrix environment. Records need to be stored from the order processing program, an AS/400 software with terminal emulation on Windows clients. The documents need to be accessible from other departments as well.
The Challenge
Langenscheidt Editorial Group, a renowned publishing house, was facing challenges in maintaining high-quality customer service due to the growing heaps of documents that noticeably slowed down the retrieval of important records. The first document management system the company used provided quick access to documents, improved the ability to answer questions and shortened work processes. However, the system could not keep up with Langenscheidt's increasing requirements. As a result, one of the first prerequisites for a new document management system was the migration of data from the existing system to the new system. Secure storage of records subject to retention requirements and audits was another important criterion for Langenscheidt. The new system was first implemented in the order processing department.
The Solution
With DocuWare, all documents are stored electronically and filed in a common document pool. This enables colleagues from all departments to directly access the documents they need. About 800 orders a day are automatically stored in the DocuWare file cabinet. Every day, another 250 incoming records are barcoded and automatically filed in the document pool. During this process, incoming records are checked to see if an order has already been entered in the system. The order processing department scans a daily average of ten new contracts with writers and adds search terms. Langenscheidt plans on also scanning their complete library of contracts. In case of customer enquiries, the Langenscheidt team can retrieve documents from the AS/400 order processing program directly.
Operational Impact
Quantitative Benefit
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