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Muir’s Cartage ‘Moves’ to Increased Document Imaging Efficiency

Muir’s Cartage Limited is one of Canada’s largest for-hire fleets and Core Carrier to North America’s biggest retailers.Since 1889, Muir’s Cartage has offered a wide range of options, including LTL, Full Load, dedicated fleet services, warehousing and custom projects to its customers. Since 1992, Muir’s Cartage has experienced rapid expansion through its growing customer base, attributed in large part to its ongoing objective of helping its customers become more efficient, more competitive, and more successful. Today, Muir’s employs more than 325 people, including 175 drivers, 50 goods handlers, 7 dispatchers, 13 mechanics, 3 full-time driver trainers and more than 75 customer service and administration staff.

The Challenge

Continued success and growth at Muir’s has resulted in significant growth in the volume of Proof of Delivery and Bill of Lading documents that it processes. Although Muir’s had implemented a Kofax Ascent Capture-based Document Imaging solution as a means not only to increase the efficiency with which it could process these documents, but also to make them available to customers through its Web site, Muir’s was certain that additional efficiencies were possible with the existing system, and consequently engaged CDIT to enhance and streamline the baseline system.

Prior to engaging CDIT, Muir’s Document Imaging process required significant operator intervention to manually review and validate the data that was being automatically extracted from the barcodes on the face of each processed Proof of Delivery and Bill of Lading document. This resulted in not only increased operational costs to support the Document Imaging effort, but also delayed posting of document images to Muir’s Web site, resulting in increased customer inquiry call volumes.

The Solution

Recognizing that it should be possible to introduce additional efficiencies into its Document Imaging process, Muir’s engaged CDIT to develop a solution that would address the business issues inherent in its existing Document Imaging system.

Recognizing that it should be possible to introduce additional efficiencies into its Document Imaging process, Muir’s engaged CDIT to develop a solution that would address the business issues inherent in its existing Document Imaging system.


Industry:

Transportation, Logistics & Warehousing


Organization:

Muir’s Cartage Limited


Application:

Proof of Delivery and Bill of Lading


Challenge:

To streamline and automate the existing document imaging process through the elimination of manual operator intervention


CDIT Solution:

Custom Components for Existing Document Imaging System

To minimize the amount of operator intervention in the barcode validation process, CDIT developed a custom Kofax Ascent Capture barcode processing module that validates extracted values against Muir’s Transportation Management System and presents only exceptions to an operator for manual review. Additionally, CDIT developed a custom Kofax Ascent Capture release script that allows index data and document images to be released directly to Muir’s Oracle-based Transportation Management System, by-passing an import process that had been previously employed in the old system.

Business Benefits

Following the introduction of CDIT’s solution, Muir’s immediately began realizing a return on its investment. Resources previously assigned to manual verification of extracted barcode values were largely freed to work on higher value-add tasks for the organization.
Additionally, due to the elimination of manual verifications in the imaging process, Proof of Delivery and Bill of Lading documents are now available on Muir’s Web site the day after they are scanned, providing customers with prompt access to their information, while continually increasing the overall level of customer satisfaction for Muir’s self-service, Web-based, system. The prompt availability of customer documents has also resulted in reduced customer-initiated phone inquiry volumes, allowing customer service representatives to also work on additional value-add tasks for the company.

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