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Related Experiment Videos

Using technology to move beyond customer satisfaction.

J Pease1

  • 1Blue Cross Blue Shield of North Carolina, Durham, USA.

Health Management Technology
|February 6, 1998
PubMed
Summary

Implementing a document-to-data information management system enhances customer satisfaction and retention. This system offers significant efficiencies, potentially covering its costs within the first year of operation.

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Area of Science:

  • Information Science
  • Business Management
  • Customer Relationship Management

Background:

  • Customer retention is crucial for business success.
  • Effective information management directly impacts service delivery and customer value.
  • Organizations face challenges in managing and accessing information efficiently.

Purpose of the Study:

  • To evaluate the financial viability of a document-to-data information management system.
  • To demonstrate the link between information management, customer satisfaction, and retention.
  • To quantify the return on investment for implementing such a system.

Main Methods:

  • Analysis of an organization's existing information management processes.
  • Assessment of a document-to-data information management system's capabilities.
  • Financial modeling to project cost savings and return on investment.

Main Results:

  • The document-to-data information management system demonstrated significant operational efficiencies.
  • The projected cost savings from the system were substantial.
  • The system was found to be capable of paying for itself within the first year.

Conclusions:

  • Information management systems are vital for delivering customer value.
  • Investing in document-to-data solutions can yield rapid financial returns.
  • Improved information access is foundational to customer satisfaction and retention.

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