DocWorks - the electronic filing cabinet

Doc Works ™ Selected to replace Optika Legacy System at Littelfuse Inc.

Littelfuse has a new, better system for indexing, storing, retrieving and managing the information in customer documents, i.e., credit memos, orders, debits and picking slips. Their DocWorks™ users now have immediate access to their information. DocWorks literally cost Littelfuse nothing to acquire. There is no host software, hardware or additional IT expense required to install DocWorks™. System management and software upgrades are included in the monthly storage and user fees.

NSC TechWorks contacted Littelfuse via out bound telemarketing during their extensive research regarding document imaging. NSC made several demonstrations to personnel including the CIO, the Finance Department and Customer Service Management over the next five months.

Powr-Gard™, Automotive, and Electrical divisions of Littelfuse, Inc. (NYSE:LFUS) process over 500,000 documents annually with over 2 million bits of data in their customer service department. Previously the company used Optika and was faced with a $75,000 annual licensing fee to expand the system plus costs to replace out dated hardware. NSC eliminated the cost of software license renewals, labor costs in terms of system maintenance and operations. In addition, there were three fulltime data entry employees necessary to scan and index documents.

DocWorks in turn gave Littelfuse a variety of benefits including, but not limited to: rapid access to documents; quicker resolution to issues; greater savings. The customer service area was able to redirect three full time dedicated data entry employees (who previously were indexing and storing on the old Optika system) to other departments. The 70 customer service (credit, collection, shipping and traffic) users could now view the necessary documents at their PC's while on the telephone with the customer, in contrast to the old system, which necessitated putting their customer on hold to travel to another PC to view the documents in question. This time savings alone amounted to over 15% of their time (multiplied by 70 users). This allows for the immediate resolution of customer issues without callbacks. Also, the per page scanning and indexing savings amounted to over 50% per page compared to the old Optika system. Projected savings calculated over five years are over 80% or 2.9 million dollars.

The bottom line is that Littelfuse realized ROI immediately while allowing the customer service staff to handle customers quicker, easier and more professionally.