To serve these 400,000 households, Quion’s customer service representatives must search through 55 million documents or 350 million pages on a daily basis. Much of this archive has not been made searchable. Relevant document metadata might also be missing, and it is not always clear whether a given customer file contains all necessary documents. While a customer service representative searches through this archive, a considerable amount of time passes for the customer.
Hyarchis eDiscovery not only made Quion’s archive of 55 million documents searchable at a textual level, but also does the same for the 150.000 new documents that arrive on a monthly basis. This allows for better and more targeted service to be provided to customers. Additionally, a fully searchable archive is a stepping stone that puts Quion on a roadmap that will see, among other things, fully automated quality control.
Unlocked value of historical archive
Searchability in all incoming documents
Improved customer service
Word from Quion
Amresh RaghoenathManager Operations, Quion
Hyarchis eDiscovery has helped us to create a fully text-searchable archive which serves as a launchpad to automate a wide range of business processes. Having unlimited access to the full contents of our digital archive allows us to search through all relevant customer data, classify documents upon reception and assign incoming communication to the correct workflow. Likewise, Search-It will allow us to take our quality assurance efforts from spot checking 20% of our archive to spot checking 100% of it.
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