Hertz Document Archiving Project

Enhancing efficiency, reducing storage needs, and improving customer service with M-Files and ChronoScan

Highlights

  • Automatically captured information off documents and removed data entry by staff members
  • Latest digital technology to digitise Hertz documents for efficiency and ease of use
  • Reduced physical storage space
  • Easy retrieval of documents for staff members, speeding up processes

Customer Background

Established in 1918, Hertz has grown to be one of the most globally recognized brands for vehicle rental services. Today, Hertz employs 38,000 staff worldwide, not including the multitude of franchise partners across the globe providing local services. Tony McDonald is one of the successful franchisee partners who operates ten Hertz franchise locations across Australia.
 
Previously, Tony‘s Hertz franchise printed their Rental Agreements, Claims Documents and Incident Reports from the company ERP, which then all had to be signed and approved by Hertz customers. Once a customer signed those documents, they were then physically archived, taking up much-needed space in the Hertz’s franchise offices and offsite storage.
 

Project Details

As Tony’s business expanded from one location to 14, the volume of documents had increased drastically and had to be stored in offsite locations. He recognized that his business needed a software solution that could store the documentation digitally while making the search and retrieval process easier and more efficient for his staff. That is when Tony contacted M-Files and TEAM IM was introduced as one of M-Files’ premier global and Asia Pacific Partners.

The Challenge 

From TEAM IM’s first meeting with Hertz, Tony stressed the importance of digitizing all of his Hertz franchise Rental Agreements, Claim Documents and Incident Reports to improve customer service and efficiency. In addition he wanted to reclaim the much needed workspace being taken up by physical documentation.

The Solution

TEAM IM adopts a consultative approach with all engagements in order to understand these challenges and how they impacted Hertz’s performance. This allowed TEAM IM to identify the value add M-Files could deliver to Hertz.

  • TEAM IM’s Solution Architect’s identified Hertz could leverage the power of Optical Character Recognition (OCR) software to automatically capture essential information from documents and seamlessly digitally archive documents in M-Files.
  • TEAM IM designed and implemented a solution, using ChronoScan to automatically name documents by recognizing the document type, extract the correct information and then export the digitized documents and document metadata in M-Files, solving the issue around staff manually naming documents.
  • Once the documents are saved in M-Files, Hertz staff can easily search and retrieve any document by utilizing M-Files’ powerful search functionality.

Since going live, Hertz has already seen the benefits of the implementation and moved onto the next project where Accounts Payable (AP) invoices are automatically processed by the same software platform. ChronoScan will automatically capture all the required invoice information, removing all data entry and M-Files workflow will control and streamline the invoice approval process.

We were looking for a product that would solve a number of issues we have in regard to our customer rental agreements, Incident reports and claim documents. Below is a list of requirements I was looking to solve 1) Storage 2) An ability to search customer agreements quickly and simply using various search terms 3) We needed to store our documents securely 4) A simple method for our staff to scan, store and archive the Rental Agreements.  The M-Files and ChronoScan has been a perfect solution. The simplicity and the functionality of the system exceeded my original expectations. I have received overwhelming support and positive comments from my staff who are using the system. We are now able to respond to customer enquires immediately while on the phone, where previously we would have to manually find their agreements then call our customer back. This has greatly increasing our customer service levels. We have now engaged TEAM IM to develop a solution for our Accounts Payable team. TEAM IM has been extremely professional to deal with and would recommend their service to anyone.
Tony McDonald
Franchise Partner, Hertz

Value Added

  • M-Files controls the storage and security of documents
  • ChronoScan enables staff to focus on value-adding tasks
  • Improved customer service by locating client documents more quickly
  • Reassurance that customer information is securely stored and encrypted, meeting compliance requirements

Software and Cloud Services Involved

  • M-Files Enterprise Content Management System
  • ChronoScan Optical Character Recognition