From order fulfillment to logistics and transportation to creating more centralized customer service, OnBase has improved Freeman’s daily operations, positively impacting its employees’ experiences and that of its customers.
Improves information sharing
“Any team can reference an order, no matter where they are located. Everyone has access to necessary information and can access the information in OnBase,” Foster said. “This allows us to improve our customer service across all of our business lines.”
Increases process visibility
Before OnBase, it was difficult to measure how well Freeman was performing against its service goals because the process was paper-based. Now, Freeman uses OnBase to set and track those established goals.
Elevates service levels
“Our customer service response times have improved so much since we implemented OnBase. We no longer have to contact someone else to find information. We all have access to it in OnBase, whether we’re at a show site or in an office,” said Sarah Maloof, Freeman's exhibitor services project manager.
Easily handles volume
“We can shift work among our different locations and work groups, which is great for us to manage our seasonal volume," said Tim Smithson, Freeman's IT project manager. “If it’s really busy in Las Vegas, we can shift workloads to other locations who aren’t seeing the same level of activity.”
“With OnBase, Freeman’s credit and collections staff easily locate a customer’s full order history and any related background information required to process collections,” Foster said. “They’re now able to perform their jobs more effectively and efficiently.”
With its document retention and redaction capabilities, OnBase helps Freeman store sensitive financial information collected through its online customer payment system to meet different countries’ security and regulatory requirements.
Freeman makes a concerted effort to ensure its shows make a big impact on attendees while making little impact on the Earth. OnBase helps the company meet those green goals by eliminating paper.
“Back when we first implemented OnBase, we were using 100 reams of paper a day nationwide,” Smithson said. “We’ve grown exponentially since then, and have reduced our dependence on paper along the way.”