The customer
DocuVault provides records management services to businesses large and small. It is proud of its reputation for industry-leading customer service, and works every day to help its clients streamline records management processes, reduce cost and minimise risk while staying compliant.
DocuVault specialises in document storage, retrieval, indexing, shredding, scanning, and electronic data storage and destruction. It has a Record Center of over 40 million documents from clients across the Delaware Valley area.
The challenge
During the COVID-19 quarantine, DocuVault was forced to lay off a significant part of its workforce. Difficulty in sustaining daily operations was compounded by a special project that required large-scale shelving, relocation of current records and the expected shipment of approximately 100,000 records. With a tight timeline and little room for error, DocuVault reached out to Greencastle to assess its daily operations, with the goal of improving efficiency and accountability to meet its business goals.
The solution
Greencastle assessed DocuVault’s current process and organisational structure. Using LINQ, Greencastle was able to identify areas of improvement almost immediately. In conjunction with the DocuVault team, Greencastle implemented a new process that streamlined employee activity. With a massive warehouse, every step was documented and analysed. Normally the process is very manual and takes weeks; Greencastle was able to provide insights within days.
The results
As a result of the project, the new way of managing the business identified approximately 134 wasted work hours per Record Specialist per month (a total of 8,000 a year), which eliminated the expense of temporarily hiring staff to meet the special project timeline. Altogether, the project showed the value of a new technology (LINQ) and the willingness of an organisation to change to meet the needs of its clients. DocuVault expected to save a total of 8,000 work hours and $140,000 in 2020 alone.
How the work was done
Partnering with DocuVault, Greencastle assessed the roles and responsibilities of each employee. Additionally, the entire document storage process was built within the LINQ platform. Using LINQ’s digital twin of DocuVault’s process, the team was able to quickly identify areas for improvement. Knowing the current operational process is essential to understanding how the organisation solves problems.
Coupling LINQ with the stated business goals and the onsite assets, the Greencastle team mapped out a new process that leveraged the strengths of the organisation and created a new way to store, retrieve and process records. Working with DocuVault’s leadership, a new process was implemented and reinforced to ensure success.
To increase the team’s accountability across the business, Greencastle and DocuVault identified new roles and implemented a new structure quickly.
LINQ allowed the Greencastle team to build a digital copy of DocuVault’s processes to identify waste and inefficiency. Throughout the assessment process, Greencastle was able to model multiple versions of potential future processes based on conversations with managers and employees. The ability to model future states of the business without limit identified duplicated steps, wasted movement and other inefficiencies much sooner than traditional approaches.
