22.12.2008

ArchiDoc signed a 3-year contract for handling the registration process of services offered by Netia. The activities for the telecomunnications operator will be performed as part of the products: Data Entry and Workflow Manager.
A supplementary service is archiving paper documents. Owing to establishing the cooperation with Netia, ArchiDoc is handling back-office processes of three largest stationary telephony and Internet providers in Poland.

For the purposes of the project carried out for Netia, ArchiDoc will create a dedicated solution to ensure maximum safety of operations and promptness of servicing the Company’s clients. The applied technologies will automate and accelerate the document flow as well as data import and export. The Business Process Management (BPM) application will facilitate precise monitoring of the document circulation process, beginning from the moment of its creation to archiving, owing to which Netia employees will be able to trace the status of individual cases on an ongoing basis. The permanent fast access to information about the amount of newly signed contracts and to the continuously updated base of returns will enable more effective work organization. In addition, this solution will allow a more effective control of the salespersons’ performance and systematic diligence in providing the highest customer service standards. Within the framework of the project, ArchiDoc will also verify completeness of documents and data and archive the hard copies.

”Due to the keen competition in the telecommunications industry and comparability of products, we decided to outsource part of the back-office processes. Wishing to strengthen Netia’s market position, we must continuously improve the quality of servicing our clients and shorten the service activation time. The outsourcing-based solution allows more flexible utilization of the resources, in particular while handling promotional campaigns”, says Jolanta Lorenc-Król, Director of Customer Service Support, Netia.

Due to the wide scope of tasks, the project is carried out in a few operational centers of ArchDoc. The staff are divided into teams of narrow specializations, which take care of concrete types of documents, thereby accelerating the process. For its further optimization, a balanced work system also has been applied to allow flexible utilization of human resources, depending on the volume of the documents to be handled.

”Providing new solutions for telecommunication companies is always a complicated long-term process. This results, first of all, from difficult market conditions, such as: servicing mass customers, keen competition, guaranteeing fast access to information and skills in modifying the services, depending on customer needs. When we began our activities for Netia in March 2008, we took over a majority of employees hired by the operator by that time. Although we render similar services for other telecommunication companies, the implementation and optimization of the project for Netia took us several months. Owing to common involvement and our everyday work with the client, we have developed a solution tailored to the needs and expectations of the Company”, says Bohdan Wójcicki, Senior KAM, ArchiDoc.