Application Solutions
Customer Service
Businesses must raise the bar on the level of customer service
DRC gives your service teams one secure place to find every client, case, claim and contract record, so customers get answers in a single call. Back-file and day-forward documents are scanned, indexed and linked to your CRM and legacy systems, then delivered through DRCSecure with role-based access.
Customer Service
Customer Records Access in One Secure Place
Respond to customers in a single phone call, with all relevant digitized back-up in a format the customer understands.
DRC brings customer records access into one governed, searchable repository. DRCSecure gives your service teams secure online access to complete document histories for clients, cases, loans, claims and employee records.
DRC Delivers Superior Customer Service and Efficiency
DRC Delivers Superior Customer Service and Efficiency
Customer service teams draw on these DRC services: Document Scanning, Storage & Active File Management, DRCSecure Digital Mailroom Services, Intelligent Data Capture and DRCSecure Hosted Document Management.
-
Scan & LinkClient contracts, purchase orders, invoices, correspondence and service records are scanned, indexed and linked to your legacy, CRM and ERP systems.
-
Capture & EnrichContent you already hold, from in-house scans to electronic PDFs and born-digital invoices, is captured and enriched without re-scanning or re-keying.
-
Manage & AccessAll captured and incoming content is managed in DRCSecure, with fast, 24/7 online access to complete client and case histories.
-
RespondAgents answer on the first call, with the right back-up in front of them.
Every customer question answered from one complete record.
Strategic Competitive Advantage
A Strategic Competitive Advantage
DRC repurposes legacy paper and microfilm, along with client-scanned and born-digital documents, into high-resolution, searchable digital images unified in DRCSecure.
- Faster, more responsive service by joining your structured data with your documents
- Fewer write-offs from short payments and better cash flow
- No more redundancy, waste and error from multiple filing systems
- One governed repository for client, case, loan, claim and employee records
- Secure, role-based access for every service team
Compliance and Security
Customer files hold personal and financial information. DRC holds federal security clearance at the Protected B level for document safeguarding, and DRCSecure records who accessed each file and when, giving you a complete audit trail.
DRC is certified to CAN/CGSB-72.34-2017, Electronic Records as Documentary Evidence, so the digital records we produce are built to stand up as evidence and to support disposal of the paper originals, which our NAID AAA certification covers once you approve it.
Customer Records Access FAQ
Do we have to re-scan documents we already have?
No. DRC captures and enriches content you already hold, including in-house scans, electronic PDFs and born-digital invoices and correspondence.
Can records link to our CRM?
Yes. Files are indexed and linked to your in-house legacy, CRM and ERP systems for a single point of retrieval.
Who can see customer records?
Access in DRCSecure is role-based, so each team sees only what it needs, and file activity is logged.
Can you convert older microfilm records too?
Yes. Legacy paper and microfilm are converted into high-resolution, searchable digital images in the same repository.
Want to see what your customer history can tell you? Repository Intelligence as a Service turns existing repositories into searchable, connected knowledge.
