Rincon India Solutions Pvt. Ltd.

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  • Customer Support

    In today’s competitive business and technology oriented environment, the need for customer support is rising. The one thing that differentiates an organization from its competitors is the level and quality of customer service provided. Price, quality and now the support and service customers receive from an organization are changing the paradigms of customer loyalty and business value. Technical support is one service under Customer Interaction services, which requires technical knowledge, and business communications skills.

    The Need….

    This is the digital era, wherein companies are leveraging technology to develop new products and services. Similarly customers are demanding more services around it. Sales is no longer a one step process, but an ongoing process of sales support and service which is imperative for building market image, customer loyalty and increasing market share. Need of software, hardware, and resource maintenance is increasing at an amazing rate. This has created a need for companies to establish effective and efficient means of providing technical support to satisfy customer expectations. Catering to general customer complaints, queries and problems are one aspect of customer support, but technical support entails catering to a range of technical product service related problems that the customer may have.

    Technical support services can be defined as providing reliable technical support to the end users of companies that deliver technology-enabled products and services.

    Qualities of good Technical Support Services

    • Responsive – Technical support needs to be immediate in terms of the response – be it problem solving or order logging or escalating the request to the next level. They need to keep the end user informed on the status of their query either by mail or by telephone till the problem is resolved.
    • Relevance – Customers need relevant information wherein they expect organizations not to inundate them with excess information or provide minimal information.
    • Customized – Technical support needs to be tailored to the product/services of specific to the organizations.

    Technical support is provided across the following channels

    • Telephone – Live support includes troubleshooting for standard hardware/software issues, connectivity, data and voice configurations.
    • Web-based (Email/chat/IM/portals) – This is particularly useful for customers having a high degree of technical knowledge who prefer to use the web for solving problems.
    • Remote diagnostic and Collaborative browsing tools – This involves delivering technical support services through the Internet/Intranet/LAN. Examples include net meeting and messaging tools
    • Self-help resources, which utilize a knowledge management framework using, advanced technologies, E.g. extranet or the Internet.

    Levels of technical support provided

    • Level 1 technical support acts as the front end to filter calls to the respective departments. This level team also responds to incoming calls, log calls, attempts resolution and escalates to level 2. This type of support involves answering to basic queries and do not necessarily involve technically qualified staff.
    • Level 2 support provides advanced support for problems related to hardware, software and applications. Typical jobs involve troubleshooting, product installation and support, usage support and maintenance issues. This requires certified professionals with the ability to solve typical technical problems.
    • Level 3 support provides the highest level of support and requires senior level people with the technical ability to resolve complex problems.

    With inputs from Kiran Rao

  • Increased significance of barcodes in improving process efficiency

    Improving business processes, fostering improved collaboration and finding easier ways to ensure information is handled in compliance with internal or external regulation are challenges organizations of all sizes deal with on a daily basis. Any party to the transaction (client, processor, coordinator, vendor, you, etc.) can fax documents directly for processing. Reliably integrating vital electronic and paper documents obtained by fax or courier such as invoices, expense details, purchase orders, claims , contracts into the available enterprise workflow is a standard challenge. This challenge can be overcome by having a barcode on the document.

    Paper documents stamped with bar codes are widely used in a variety of industries such as finance, mortgage, insurance, healthcare, transportation and manufacturing. Combine these bar code stamped documents with network based faxing and data capture solution would result in a mature and cost-saving data collection technology. By having a barcode on the documents helps the software in segregating the documents, identifying the documents and also holding relevant metadata of the documents.

    As a part of standardization or the need to make processing of documents efficient most software allow printing their output or forms with a barcode. Once the fax or a document with the bar code is obtained, the fax server or the data capturing software can read the bar code and extract the metadata. The metadata is then used to determine, route, retrieve documents efficiently and effectively.

    A bar code of twelve characters can be read in approximately the same time it takes a keyboard operator to make two keystrokes. For every 1,000 characters typed by a keyboard operator, there are an average of ten errors. For an Optical Character Reader (OCR), there is one error in every 10,000 reads. Clearly, barcodes expedite front-end processing by improving scanning and indexing methods. Combined with data capture technology, bar codes provide a rapid, accurate and efficient means to collect, process, transmit, record and manage data in a variety of industries. With a data capture solution, capturing data is faster and more accurate, costs are lower, errors minimized and managing inventory is much easier.

    In Rincon’s EDMS solutions, the barcode values are used to map the scanned image with the metadata / critical information available in the documents. With better decision-making, with better information, you can gain opportunities and get ahead of the competition. We see barcodes being used in the future on almost all major forms, documents available for processing.

    Contributed by Ashish Baby

  • Green IT solutions

    Environmental issues have become increasingly important to businesses as legislation increases, and customers take more notice of a company’s ‘green’ credentials when making purchasing decisions. In fact, a study by GfK Roper Consulting showed that 79% of Americans take a company’s environmental practices into consideration when choosing products to purchase. Companies are therefore working hard to reduce carbon footprints and meet their sustainability targets, and making changes to the way documents are sent and stored can be a good place to start.

  • How to select the right EDMS for your organisation?

    Further to the post on what is an EDMS, we would like to also highlight what one needs to look at when selecting an EDMS for any organisation.

    You will find a lot of EDMS applications available in the market today. These could range from simple applications that come bundled with scanners to software organisations. While every software has a claim on having the perfect match for your requirement, it is important that you take some simple steps that will help you arrive at the best match for your requirement thus reducing frustration.

    Have a clear understanding of how paper is used, stored, retrieved within your organisation. How does the document originate, what is the process and what is the content that is involved? You could also involve other members of your organisation thus forming a task force that will go through different departments and come up with a detailed list of requirements. Alternatively you could also call in experts or vendors who will do this task for you. Based on your collected requirements, form a consolidated list of requirements which will aid your decision making process. You also need to come up with evaluation criteria so that you know the requirements which are “must haves” and those which are “good to have”.

    During the evaluation, keep in mind the evaluation criteria and also keep in mind the flexibility of the software to scale up in case you decide to start at a departmental or workgroup level and later on ramp up to an enterprise wide deployment.

    Remember, selecting the right system can transform your business and simplify the way it is done.

    With contributions from Ashish Baby and Harshad Thakkar

  • What is an Electronic Document Management System (EDMS)?

    An ideal office is one which is clutter free and neat and clean. But how often do we see piles of paper on tables? Very often indeed. While we may try and store the important documents neatly, it means using expensive real estate to store these documents. And retrieving a particular document is a tall order. It calls for going through multiple files and multiple pages… Almost like finding a needle in a haystack. According to Gartner Research, on an average it takes 18 minutes to search for a document. Not only that, they also have found that on an average professionals spend 50% of their time looking for information.

    So how does one over come this challenge? The answer is an Electronic Document Management System (EDMS). EDMS can change the way in which your business functions. Whether you are looking for a simple method to improve the way you handle important paper based documents or handling electronic files generated by users on their computer systems, an EDMS is able to provide various advantages for organisations of all sizes.

    What does an EDMS entail?

    Capturing – Using a good scanner, the first step is to transform the paper based documents also called hard copies into electronic format. There are software plug-ins that can help improve the quality of the scanned images (noise reduction) and can also turn upside down images which are scanned in the wrong direction.

    Indexing – Once you have tens of thousands of documents scanned into the computer, tracking them and keeping them organised is the next challenge. Index fields or unique identifiers for each document or a group of documents shall be entered which will help in classification. This in turn saves precious time.

    Retrieval – EDMS makes the entire process of retrieving the required documents very simple. One can enter the keyword search and the system will bring up one or more documents that match the criteria in a very short span of time. It is also possible to use a combination of keywords or even using Boolean method of searching.

    With contributions from Ashish Baby and Harshad Thakkar

  • Are you sure that you are having all innovative solutions?

    Are you sure that you are having all innovative solutions?

  • Equisys achieves Microsoft Gold Independent Software Vendor competency

    Equisys plc (makers of Zetafax and Zetadocs amongst others) have attained the Microsoft Gold Independent Software Vendor (ISV) competency, distinguishing the company in terms of its expertise shown to customers, and demonstrating its ability to address specific business needs. Equisys has held Microsoft’s Gold Partner status since 2002, and was one of the first ISVs in the UK to do so.

    For more information as well as link to the press release please visit this.

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    Dialogic Fax Upgrade Rebate Program

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    Simplify New Account Opening Process and Comply with Guidelines