As people now use technology to gather information so quickly, so too is their belief that your customer service staff should be able to immediately get the right information to help them. Your staff have mere seconds to start confidently dealing with an issue before satisfaction and loyalty starts to wane.

Shifts in the market means that digital is central to everything. As online social communities grow, so does the chance that a bad customer service experience is shared to a potential audience of millions. There has never been a time where better customer service is so critical.

SecurDOCS® by SEMA Group is an on-demand, secure electronic document archival and retrieval solution that allows your staff to quickly and efficiently view original documents online anywhere with internet access.

You can give authorised access to a range of different stakeholders depending on your needs. SecurDOCS allows you to service internal users such as call centre staff, business partners such as agents and brokers, and the final consumer, all through the same hosted software-as-a-service application.

SecurDOCS can be quickly implemented out-of-the-box, allowing you to take advantage of its features as soon as possible, or you can have your solution customised and designed to meet your requirements.

Your staff can access documents within seconds and get on with delivering better customer experiences through efficient service. It is another way SEMA allows you to leverage Your Informational Advantage through maximised business performance.

Reduced costs for document management

As a fully hosted solution with no start-up hardware and software requirements, SecurDOCS eliminates capital expenditure costs, while efficient digital records means that there is no physical storage space required. All that is needed to use SecurDOCS is a web browser and Adobe Acrobat, free and ubiquitous software that further reduce costs through minimal training.

See what your customers see

Documents loaded into SecurDOCS are exact replicas of what your customers receive in the mail, so you can see what they receive – even before they receive them.

Your call centre and billing staff can have the ability to bring-up a complete suite of communication pieces that have been sent to the client while they are on the phone. With a greater understanding of what the consumer is looking at, issues can be resolved, calls closed faster and customers more confidently satisfied. Shorter calls means greater productivity and, again, less costs.

Editions to suit

SecurDOCS comes in three editions for rapid deployment. Business Edition is the base SecurDOCS product for electronic document storage and retrieval, and ad hoc email and fax repurposing requests, while Consumer Edition allows you to deliver documents to customers via a 'biller-direct' electronic bill presentation that includes email broadcast and SMS notification. Council Edition is an efficient set with essential features suited for local government.

Naturally, as a client-focused organisation, SEMA is able to tailor an edition to suit your specific needs.

Extremely efficient automation

Through SEMA's full-service mail management centre, your customer communication pieces can be loaded automatically into SecurDOCS.

SEMA has a solid 30+ years of expertise with mail, and understand how vital it is to get your communication pieces to your customers the right way the first time. Likewise we know how critical it is to provide the back-office support to help you focus instead on the front line. As an integrated document management resource, we comprehensively manage your customer communication requirements from start to finish.

Integration into existing systems

The SecurDOCS API (Application Programming Interface) allows clients to integrate SecurDOCS with their internal systems or websites and perform standard functions such as search, retrieval, email and fax, directly from their own working environment. SEMA can also develop custom SecurDOCS API solutions to meet your specific needs.

Scalability without limits

The exploding amount of unstructured data impacting businesses – which includes customer communications, records and other documents – is estimated to grow by 800% over the next five years*, and SecurDOCS is designed to handle an immense amount of information and scalable to take even more.

SecurDOCS hosts more than 173 million documents for our clients with over 43 million added every year. Prepared for this information boom, SecurDOCS has no ceiling on capacity, so we will keep-up with your needs and grow as you do.

Looking to the future

SEMA continually releases product enhancements based on market feedback and requests. We will soon deliver the capability to edit digital copies of original documents, upload the revised version to the archive complete with index data and an audit trail that includes username, date and the time of the edit. The edited version can then be printed locally or repurposed via email or fax, and remain archived for seven years.