Article: Paperless Processing: Moving From Fear To Confidence In Buying Technology
By Laurel Sanders, Optical Image Technology
The Internet, cell phones, and other modern technology have helped us achieve more than ever in our businesses and personal lives. 24/7 access to information means we expect information when we want it, making it hard for us to wait. When we experience delays, we hem, haw, and sigh in impatience. If the wait is nominal, we might tolerate it. If it creates a hassle, we may move our business elsewhere.
Case in point: Last week, a yellow "check" light lit up on the dashboard of my van. I remembered a catalytic converter had been replaced, and went straight to the dealer. On arrival, a worker turned toward a wall of color-coded files to pull my paperwork. "We don't have a record of a catalytic converter installation in your name. Was it over a year ago?" he asked. "Two," I replied. "I'll have to go upstairs into the storage room and look for your record." Sigh.
Ten minutes later he returned with a file, but without a transactional record. I showed a copy of the work order, giving proof of installation. Embarrassed, he said, "We must have misfiled it." He went upstairs again (sigh—ten more minutes) and found it filed under a person with the same last name. The trips upstairs, delay waiting for my file, missing paper, and misfiled document all would have been avoidable with electronic document management (EDM).