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How Going Digital Can Improve Your Customer Service

How Going Digital Can Improve Your Customer Service

What makes a customer, a happy customer? According to a survey from PwC, almost 80% of consumers said they consider “speed, convenience, knowledgeable help and friendly service the foundational elements of a positive customer experience.” One way you can significantly improve your customer service and help bring these elements of a positive experience to more of your customers, is through the digitization of your processes and records.

Digitizing processes and records have many well-known benefits such as reduced costs, increased efficiencies and fewer data entry errors. The culmination of many of these benefits can ultimately lead to a notable improvement in the experience of your customer:

  • Quick access to records results in faster responses to customer questions and requests for support.
  • Customer responses will be more accurate and reliable due to fewer manual data entry errors.
  • Employees have more time to focus on tasks that add greater value such as customer relationship building and process innovation.
  • Customer related tasks are less likely to fall through the cracks due to digitized workflows with automated reminders and escalations.

Octacom’s document and data management solutions have enabled clients to digitally transform their businesses, resulting in streamlined processes and improved customer service. The Octacom team worked with The Midwives’ Clinic of East York-Don Mills to help them digitize their health records management, with the ultimate goal of securing faster access to patient files and enhancing the patient experience.

The Client:

The MidwivesClinic of East York-Don Mills is a partnership of approximately 20 midwives who provide prenatal care and attend births at home, Michael Garron Hospital and the Toronto Birth Centre. Along with a team of administrative staff, this clinic cares for approximately 450 patients per year. They are registered with the College of Midwives of Ontario and adhere to all standards and requirements set by this governing body.


The Challenge:

The MidwivesClinic of East York-Don Mills has operated out of their current location since 2002. Over this time, the clinic had amassed a sizeable amount of physical patient records in their primary location, as well as at a secondary storage location. Each pregnancy for each woman is recorded in an individual patient chart. When a patient returns to the clinic with a new pregnancy, the earlier patient records were retrieved from storage for reference. This process was tedious, time-consuming and took staff away from other important, patient-facing tasks.

The clinic staff knew that they needed a more modern solution and had begun an in-house scanning project. Again, this in-house scanning project took staff away from time with patients. There was an immediate need for outsourced document scanning for the remaining historic files. The goal of the file conversion project was to ensure compliance with document retention regulations, to free up space in the records rooms and to create digital patient records. To save time and to provide optimal patient care, The MidwivesClinic of East York were also looking for a high-quality, secure, accurate and cost-effective solution to facilitate the management of digital Patient Records.


The Solution:

Following an extensive evaluation process, Octacom was chosen by The MidwivesClinic of East York-Don Mills as their partner to provide document scanning and hosting services. Octacoms reputation and vast experience with Health Records, security credentials, and cost-effectiveness were the deciding factors. Octacoms Odiss™ Document Management Software was leveraged as the cloud-based document archive. Its security compliances allow for hosting of Canadian Personal Health Information. Odiss™ is 100% owned and supported by Octacom with no reliance on any 3rd party software or licenses. Odiss™ is scalable and provides The MidwivesClinic of East York with administrative flexibility for full self-service.

Initially, Octacom provided on-site document packing services for all historic, closed Patient Records. Next, all of the Patient Records were scanned, indexed and loaded into Octacoms Odiss™ Document Management Software. Patient Records were loaded into Odiss™ in batches based on a priority sequence so as not to impact care of active patients. Once loaded, the records were immediately available to clinic staff. Urgent retrievals were processed with a priority scan and uploaded into Odiss™ resulting in a seamless transition to a digital records environment for clinic staff. Going forward, Octacom will provide ongoing scanning and load to Odiss™ on a regular frequency to The MidwivesClinic of East York-Don Mills.


The Results:

The team members from The MidwivesClinic of East York-Don Mills find the Odiss™ functionality intuitive and straightforward. With minimal training, the administrative staff and midwives are able to immediately access patient records by searching based on a number of Patient search fields. The clinic no longer requires off-site storage for Patient Records. Administrative staff and midwives have immediate access to patient records at anytime and anywhere resulting in access to valuable information and improved patient care.

Octacom is a SOC 2, Type II Audited enterprise software and services company focused on document and data automation solutions, including automated data capture. Founded in 1976, Octacom specializes in accounts payable automation and automated invoice processing, among other digital / automated business process outsourcing services. 

If your organization is looking to learn more about our solutions and services, please contact us and we would be glad to help.


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