World Courier Streamlines Delivery and Boosts Efficiency with an Electronic Document Management Solution from Advanced Processing & Imaging
Headquartered in Stamford, Connecticut, World Courier provides door-to-door, customs-cleared courier service to more than 220 countries and territories. For over 40 years, this privately-held company has specialized in time-sensitive, value-added global delivery for the bio-pharmaceutical, automotive and high-tech industries. World Courier operates 140 ISO 9001-certified offices in 50 countries, staffed by 2,000 people.
Challenge: Paper-based processes caused customs issues and shipment delays
World Courier primarily serves the bio-pharmaceutical industry, a niche delivery market with stringent requirements and high customer expectations. The company delivers supplies and investigational drugs to clinical trial sites—often in Third World countries—and transports samples from these trials to laboratories for evaluation. This process requires speed, “cold chain” temperature control in some cases, and meticulous documentation to satisfy not only customs officials, but also local healthcare regulatory bodies and security agencies. “If deliveries are not timely, a clinical trial might have to be repeated, which is a huge expense for our customers,” explained Peter Marcino, vice president of MIS and Technology for World Courier.
World Courier traditionally relied on faxing to relay the massive amounts of paperwork—up to 50 pages of documents—that must accompany a typical shipment. Because some customs offices and other agencies are very particular about wording, documents might have to be revised multiple times, requiring them to be faxed over and over again to all the offices on the delivery route. Marcino explained, “Sometimes faxes didn’t go through properly or pages disappeared. With so many locations and documents, it was hard to keep track of the latest updates. And if the wrong version of a document was used, clearance of the shipment might be delayed.”
Solution: OptiView ECM for electronic document management
On the recommendation of an IT consultant, World Courier evaluated and implemented OptiView® ECM from Advanced Processing & Imaging (API). OptiView ECM enabled the company to replace its time-consuming, error-prone faxing process with an efficient, easy-to-use electronic document management solution. “Our employees simply scan each document into OptiView and it is automatically indexed with that shipment’s information in the central database,” he said. “When an employee clicks on the order, they see every associated document—no faxing required. Also, they can change a document and everyone else sees the update instantly.”
OptiView ECM seamlessly interfaces with World Courier’s core business application—WorldStar—to ensure shipment documentation is integrated into the entire business cycle, from order placement and flight assignment through delivery. As part of this solution, API provided training to World Courier staff and worked with its MIS team on software integration and customization.”
Benefits: Meeting high customer expectations with optimal speed and efficiency
To differentiate itself from high-volume and regional couriers, World Courier has built a global reputation on expedited “next flight out” delivery, value-added services such as temperature-controlled warehousing, and local presence and expertise. The implementation of OptiView ECM has strengthened this competitive advantage by optimizing shipment documentation to avoid delays and issues with local authorities.
Marcino said, “In our time-critical business, OptiView automates document management and provides immediate electronic access to complete and accurate support documentation for everyone involved in a shipment. This streamlined process plays an important role in enabling World Courier to meet strict shipping deadlines, supply correct documentation to officials and provide the highest level of customer service.”
One of the most important benefits of the OptiView ECM solution is improved efficiency. “This solution enables us to get the documentation right hours or even days faster than with manual faxing and filing. Instead of spending hours standing around the fax machine, employees simply scan a document once. We’ve seen tremendous time savings from OptiView.” He added, “OptiView is an integral part of our systems, and our employees love it.”
World Courier customers set the performance bar high and expect continuous improvement. OptiView ECM has helped the company reach new levels of excellence. Marcino stated, “Paper-based document handling was a weak link in our global business process. Now, with OptiView to electronically manage critical documents, we offer unmatched performance in every phase of international courier service.”
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