In today’s competitive environment, market-leading enterprises find cost-saving advantages through business process outsourcing.

These companies understand their core business lines and focus on them. Non-core functions such as data entry, document management and other back-office tasks are outsourced to specialized service providers.

This is the role of DATAMARK, which provides business process outsourcing services for Fortune 500 companies across all sectors, including transportation and logistics, healthcare and financial services. With global facilities to deliver efficient and accurate service 24 hours a day, 7 days a week, 365 days a year, cost savings of 20 to 40 percent or more are attainable.

But it is a mistake to think that outsourcing business processes simply means “lift and shift” or “your mess for less.” When DATAMARK takes over a client’s process, our Operations and Software Development teams are engaged to deliver value-added innovations at every step in the workflow.

This case study highlights several innovative Quality Assurance tools that DATAMARK incorporates into clients’ document processing workflow, resulting in increased data entry quality and accuracy, as well as improved turn-around times.

Quality Assurance Tools Deliver Value Beyond Cost Savings for Data Entry Customers

Document ProcessingValue-Add Case Study

September 2013

©2013 DATAMARK, Inc. www.datamark.net

©2013 DATAMARK, Inc. www.datamark.net

About DATAMARK

For more than 20 years, DATAMARK has provided data entry, document processing and other business services for Fortune 500 companies across all industry sectors.

To learn more about our services and solutions, visit:

www.datamark.net

Keyer Alert and Query Tools

Our operations and software development teams have created pop-up alerts to notify data entry keyers when documents require special handling or attention to certain form fields. The alert system has resulted in a 99.9 percent accuracy rate for the handling of these forms or fields. In addition, if a keyer encounters data in a form field that is incomplete or illegible, our teams have created a Query Tool with pull-down menus that provide the correct customer name, company name, city, Zip code, currency and other information to eliminate errors in form processing.

Production Tracker and Reporting Tool

Our teams have created a Production Tracker tool that a supervisor can use at any time to measure the production level and quality of a keyer’s work. The tool generates production reports for all levels of the process, including user level, queue level and shift level. The tool allows supervisors to track completion of the client’s forms and to plan for efficient staffing levels.

Auditing Tool

This quality control feature developed by DATAMARK audits specific data, such as “Dangerous Goods” fields or shipment destinations on transportation forms before they are submitted to the client’s system.The auditing tool has eliminated 99 percent of errors for these particular data entry fields.

Document ProcessingValue-Add Case Study

September 2013

Quality Assurance Tools

Keyer Training Tools

To ensure quality in the data entry process, our team has developed a system that blocks keyers from processing forms until they have received the latest training updates. When a data entry operator signs in to begin processing forms, a pop-up alert will notify them if they need to receive training or updated information before they can begin keying documents. This blocking mechanism eliminates errors and ensures DATAMARK’s strict consistency and control over forms processing.

In addition, DATAMARK regularly evaluates every keyer’s knowledge of the client’s system with on-screen Q&A tests. If a keyer incorrectly answers a question about the client’s system, the knowledge gap is identified immediately, and the keyer receives further training from DATAMARK’s Improvement Team. This robust testing, feedback and re-training system results in consistency of knowledge of keying instructions, and ensures the client will receive quality processing of forms.