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These signed documents are then returned to any one of
company’s 20 depots across country, where they are scanned by depot staff. At this point documents are automatically indexed and uploaded to a TokOpen data centre where they are stored alongside corresponding original despatch note in appropriate folder. If a discrepancy is indicated on scanned delivery note, this automatically triggers a warning for a customer service agent distribution to investigate.
If necessary invoice can be amended before sales invoice is issued. This has to take place within 72 hours of delivery. All document access, workflow and investigations are performed using a standard Web browser, which ensures that system can be quickly deployed with minimal administrative overheads.
Where customers’ own GRNs are received, these are scanned and read automatically, matching delivery line items with corresponding items from despatch notes. The system is flexible and allows a ‘many to many’ relationship – more than one delivery note relating to more than one GRN for a single customer order.
The process is further complicated because customers use different product codes for goods delivered, and documents are returned at different times. The system automatically consolidates this process and matches different documents and line items to original order. All documents relating to an order are stored alongside one another within a single delivery folder at data centre.
Where a discrepancy arises, a customer service agent is automatically alerted and instructed to investigate situation and amend invoice. Other documents, including claims from customers for damaged goods, are also scanned into relevant delivery folder.
Converting paper chase into an online document flow
TokOpen’s Workflow is used to manage transaction and make adjustments on company’s system. This cuts out need for printed documents, and converts traditional paper chase into a controlled online document flow.
TokOpen highlights relevant deliveries to appropriate customer service staff managing that customer account. This ensures that when invoice is issued it is correct, and will not be contested by customer, resulting in late or non-payment.
TokOpen also ensures that all delivery documents are available online across whole enterprise. If an invoice is contested, authorised members of staff anywhere across country can retrieve all information about transaction using a standard Web browser.
Additional benefits delivered by TokOpen system include:
• Improved management and monitoring of hauliers’ performance • Faster response times for customer service enquiries • More time for customer service staff to be deployed on other duties
