Lowestfare Reduces Processing Costs by 80 Percent with eTransaction Solutions from Cardiff Software and Scantron
Full-service travel products and services provider automates customer surveys processing with Cardiff TELEform®
San Diego - 2001-05-17 - Cardiff Software Inc., a supplier of forms processing and business automation solutions, today announced that Lowestfare.com (Lowestfare), a full-service provider of discount travel products and services to the leisure and business traveler, has successfully implemented an automated customer survey application using Cardiff TELEform®. The forms processing solution has resulted in significant improvements to the quality of collected customer data, increased data entry speeds and cut processing costs by 80 percent.
Lowestfare views customer satisfaction as a competitive advantage, and develops surveys that collect information on its customers' experiences. Lowestfare has been able to grow rapidly by carefully documenting customer experiences. But the tremendous increase in customer numbers has made the manual process of scoring satisfaction surveys impractical.
Lowestfare was impressed by TELEform's recognition capabilities. "We knew we would save time, but we were amazed at the recognition speed," said Diane Steenman, chief operating officer for Lowestfare. "It now takes one person just 16 hours per month to process all the surveys, and we collect all the data versus a few selected fields."
The elimination of 64 hours per month dedicated to processing also translates into significant cost savings. The entire solution was affordably priced, so the company saw a return on its investment in just a few months.
To help process the surveys, Lowestfare turned to Scantron to implement Cardiff TELEform, an application that automates the processing of paper forms, replacing manual data entry with a scan and optical character recognition (OCR) system. Scantron is one of Cardiff's global network of certified Channel Partners - partners that promote, sell and support Cardiff products and provide clients with a complete eTransaction solution. TELEform immediately increased Lowestfare's processing speed and cut processing costs by 80 percent. In addition, the system uses automated business rules to verify and clean incoming data, resulting in significant improvements in data quality derived from the company's customer satisfaction programs.
"We really liked the simplicity of the solution and the way information was extracted from the forms," said Steenman. "TELEform allowed us to use our existing form while we developed a new one, and Cardiff also presented a solution that will allow us to eventually create online forms. We were extremely impressed with Scantron's ability to answer our specific questions on how the product worked and would benefit us. We also liked the relatively low cost of the solution."
The benefits of TELEform go beyond time and money for Lowestfare. "We now have consistent and timely access to accurate customer survey data," said Steenman. "And with data going up to the Intranet, it's accessible from all our offices around the country. This has significantly heightened management awareness of customer issues and has influenced the coaching of our agents. We're now in a position to begin using the data to develop very specific customer satisfaction programs that truly reflect customers' issues."
In summarizing how TELEform helped Lowestfare, Steenman said, "TELEform has already saved us time and money, made our jobs a lot easier, and improved communication within the company - and it still has the potential to make an even greater contribution."
About Lowestfare.com
Lowestfare sells discounted and published fare tickets for all major airlines, and provides reservations for hotels, car rentals, discounted cruises, and tour packages. Lowestfare provides service on the Internet at www.lowestfare.com, through traditional telesales at 1-800-Lowestfare, and via more than 10,000 travel agency partners. Media Metrix, an independent Web tracking firm, consistently ranks Lowestfare as one of the top five most visited sites for travel and tourism. Lowestfare has physical operations in Las Vegas, Seattle, Fort Lauderdale, New York, Kansas, and Los Angeles.
About Cardiff Software Inc.
Put Information to Work - Cardiff Software (www.cardiff.com) is a leading provider of document and form-driven business process automation solutions for Global 2000 organizations. The Cardiff family of integrated software products empowers organizations to automate existing business processes using technology to capture, process and respond to strategic business information, thereby improving employee productivity, customer service and profitability. In business since 1991, Cardiff has a global distribution network reaching every continent and more than 20,000 customers worldwide spanning every industry.
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
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