March/April 2009

Workflow Management Solutions

By Tom Johansmeyer

Paper files might be inefficient, but they are comforting. There's something familiar about opening a folder and reviewing its contents, especially for collection industry veterans.

But how much is tradition worth to you?

Go paperless, and you could turn more phone calls into closed accounts, adding to your top line and making your clients much happier. With most document management software systems on the market, you'll find that much of what you like about paper does not go away — it just becomes faster and easier.

Going Paperless
Workflow management systems are not intended to turn your operation upside down. Instead, they bring efficiency, storing documents digitally in a central location with features that make locating and retrieving them easier. You still have access to the contracts, invoices and other basics of the trade. But a few seconds with a mouse replace minutes (sometimes many) of thumbing through file cabinets with the hope that the piece of paper you need was not misfiled months ago.

Scanning is the entry point to workflow document management. The collection agent (or other appointed employee) takes every inbound document and sends it into the system using a scanner. This is how a piece of paper enters the collection agency's workflow, and once it is electronic, the document becomes more flexible. You can use it in more ways than the original paper document.

Features consistent across the industry include integration with scanners, document annotation, and search and storage taxonomy. All strive to be easy-to-use, reducing the learning curve and enhancing employee productivity as quickly as possible.

Further, most vendors are committed to solutions that replicate the basic workflow process of the collection agency so you don't have to change the fundamentals of your operation. Paul Hughes of Kaulkin Information Systems explains that "a system should be adaptable to your process, but you might want to adapt a little [to the software] to take advantage of helpful features."

Create Value
To adopt the technology successfully,  the trick is to translate software functions into time-saving and productivity-boosting activities. Automation is what makes this possible, says Jim Kemp of ColumbiaSoft. "Most processes," he explains, "are repeatable. Without a document management system in place, you're relying on individuals not only to complete tasks but to move the process forward." He pauses, "That's where it usually breaks down.

Most workflow management systems, for example, have audit trails that show when the file was accessed and by whom. Further, annotation is possible, so you can read notes from previous conversations regarding a particular account. How often have you heard, "Well, the last guy said … ?"
Michelle Dulog of Personable suggests that you read the notes attached to an electronic file from prior calls to keep debtors honest! Because the notes are typed, you won't have to try to interpret illegible handwriting. Your time on the phone becomes more productive, reducing the likelihood of hang-ups or other changes of heart.

According to Dulog, features that make your time on the phone more effective are crucial. "If you have to make someone wait while you flip through a file cabinet, you run the risk that he'll hang up." She recommends using a system that is fast and easy, so the debtor will spend less time waiting for you. Misfiling, she says, can be one of a firm's biggest problems, and its implications are most evident when a debtor is waiting for you to find a document.
The efficiency gains are not limited to conversations with debtors and clients. Files that are easy to locate reduce the costs associated with overhead activity, such as preparation for calls or meetings. Collectors are free to spend more time on the tasks that generate revenue. The result is a twofold advantage: agencies can reduce operating costs while freeing time to increase the top line.

Making the Right Choice
When reviewing workflow management systems, take a good look at how each system works from the user's perspective. Think about your operation, and think about how you would use the different features that are offered. According to Hughes, this is fundamental to a successful implementation. Ask the vendors to show you different scenarios that pertain directly to your business. By the time you choose a workflow management system, you should have a good idea of how you will use it on a daily basis. Of course, there will be hiccups along the way. But with proper planning, surprises should be kept to a minimum.

Dulog suggests that you focus on solutions that do not store files in a proprietary system. Personable, for example, uses the Windows operating system's file structure to store files and provides its own document search, location and annotation functions. "If you outgrow your system," she says, "you could be stuck trying to get all your files out of a proprietary environment. By selecting a solution that uses the underlying Windows file structure, you obviate this problem."

If you rely on paper, the thought of converting to digital can be intimidating. It probably seems expensive and time-consuming — not to mention business-changing. Dulog advises that the process isn't as harrying as you might expect. "When we finish an implementation," she says, "most people are surprised by how easy it is. Hughes agrees, indicating that he's seen full implementations (including training) of KISTrack completed in 48 hours … for companies with 5,000 employees.

Instead of trying to change how you do business, document management systems strive to make your existing processes easier to manage. Expensive technology consultants are not necessary, and the vendors tend to provide ample support. When looking at potential solutions, ask how they will help you through the transition.

Besides getting the software up and running, training is always a major concern. Again, ease of use is critical, and this ties back to your diligence when evaluating and selecting solutions. If you choose wisely, training should not take long and will be bolstered by an intuitive design that relates directly to the basic collection agency workflow.

It can be frightening to break with tradition, but leaving paper will be among the best decisions you make. The cost to collect will decline, and new opportunities for growth can be explored. Document storage will be more accurate, making retrieval and use faster and more effective.
Before making the move, however, do your homework. Find the software that meets your needs, and make sure you understand the intricacies of your business before committing to an implementation. Once it's up and running, the results will speak for themselves.