New Record Center Thinking

When we think about Commercial Record Centers, it’s still common to think of labor intensive operations with many warehouse staff running around with “picking lists” and customer service representatives entering orders.  Today, however, many record centers have managed to move away from that image to modern facilities with very efficient workflows.  So how have they achieved this? 

Before I answer the question directly (although I am sure I will answer it as I go along), it is always good to see where we have come from.  Back in the 1980’s the industry went through a major “revolution” as it discovered bar-coding.  The simple black and white striped labels allowed for quicker data-capture allowing for audit trails (a.k.a. chain of custody) to be automatically recorded.  As the software platforms evolved, the scanning of bar-codes resulted in the capturing of billing information and workflow validations, resulting in improved accuracy and invoicing efficiencies.

Following on in the late-1990’s, was the promise of internet access through the World Wide Web.  Barcodes gave operational improvements, but the internet offered the possibility of clients being able to do much of the work of a customer service representative themselves.  Allowing clients to order services,  update metadata, and print reports were just some of the options that appealed to owners of commercial record centers.  The client has more interaction with their records, while customer service costs were reduced.

In the 2000’s, we saw more open systems and WiFi come into play. 

Firstly, the concept of “open architecture” really came into its own at the beginning of the decade.  Record centers with programmers used to think it was best to right their own software, but things rapidly changed.  They soon saw the benefits of letting industry specific vendors take care of the core activities, while they used their skills to build customer specific interfaces.  From personalized web-based dashboards to system integrations, we have witnessed some very creative ways internal developers have worked to add-value, cut costs, and improve efficiencies.  PRISM International featured one of the very first operational integrations to O’Neil Software’s RS-SQL in their quarterly magazine (http://www.oneilsoft.com/pdf/news/InFocus.Ark.pdf).

Next, Windows Mobile software, WiFi and GPRS technologies all naturally jumped from the cell-phone to the mobile computer, changing the way a warehouse operator or driver could interact with the database.  No more tedious walking back and forth to cradles.  No more calling customer service to look up some information.  The power was all now at their fingertips.  With the computing power of a 1990’s PC now in a hand-held device, the capabilities grew rapidly, resulting in unparalleled efficiencies.  If you ever doubt this, ask for an explanation of how filefolder re-filing is handled today, using RSMobile devices, compared to just 5-years ago.  The accuracy, speed and flexibility are incredible… and don’t forget the time (and money) savings.

And here we are today and so I guess I did answer the question.  Technology has allowed us to do more with less.  To give greater customer service with a smaller staff to number of boxes ratio.   To offer a greater level of services, without adding more software packages.

If you are not using some of the features introduced over the last few years, or are looking at moving software packages, why not give us a call and we will show you why all the leading commercial record management companies use O’Neil Software’s RS-SQL products.