DOMA solved Cox’s immediate need of eliminating storage space while streamlining the process of retrieving and accessing all customer records
Cox Communications (NYSE:COX), a Fortune 500 company, is a multi-service broadband communications company with approximately 6.6 million total customers. The nation's fourth-largest cable television provider, Cox offers both regular cable television as well as advanced digital video and an array of other communications and entertainment services, including local and long distance telephone; high-speed Internet access; and commercial voice and data services via Cox Business Services. Cox Enterprises’ annual revenues exceed $8 million, with extensive interests in newspapers, television, radio, Internet sites and automobile auctions.
With the continuous growth of Cox’s digital service packages, new customers were signing up at an incredible rate. The sheer volume of paperwork that was being created, and the associated storage that was needed, was exceeding the staff’s ability to stay organized and efficient. With Cox receiving an overflow of customer invoices, not only were files starting to become misplaced, but there also was literally nowhere to put the paper. That had a domino effect as the manual process of managing customer invoices became time-consuming, resulting in excessive wait times and customer backlogs. DOMA’s challenge was to develop a solution to reduce the paper overflow, eliminate the need for extra storage space, improve customer service, and streamline overall workflow.
DOMA provided Cox Communications with a full service, web-based, document management system that allows Cox to transfer all their paper documentation to electronic images. The system indexes and uploads documents onto secure web servers for instant access, 24 hours a day, 7 days a week. DOMA performed all the scanning of the hard copy documents as well as provided document destruction, reducing paper storage costs. Cox Communications now has customer invoices scanned to secure servers for easy retrieval by customer service representatives who can access files via their standard web browser, eliminating the time they were spending manually searching through all the paper files.
