CLEAResult
Largest Energy Efficiency Program Provider in North America Accelerates Work Order Processing with a Digital Mailroom
Case Study at a Glance
Challenge
- Process thousands of home energy assessment documents more efficiently each day
- Improve work order turnaround times
- Enhance customer service for rapidly increasing client base
Solution
- Outsourced mailroom operations
- Outsourced scanning and indexing of home energy assessment files
- Workflow automation to expedite the review process
Impact
- 30% faster file processing and proposal delivery
- Remote access to documents
- Enhanced customer service with the ability to respond to queries quicker
- Reallocated office space with elimination of 12 filing cabinets
- Eliminated warehouse storage costs
- Reduced clerical duties, resulting in more valuable back-office staff
Executive Summary
Oftentimes, with significant growth comes a significant increase in documents. This is what CLEAResult, the largest provider of emission-reducing energy solutions across North America, found to be true. The company was conducting home energy assessments (HEA) for over 40,000 residents in Massachusetts and although they were using proprietary software to model each home, each visit generated up to 30 documents. From diagrams to contracts to receipts to material disclosure forms to handwritten notes, the files were adding up fast.
With over 35,000 documents being generated weekly, CLEAResult turned to MetaSource to find a better way to handle this increasing influx of paper. With MetaSource’s document scanning services and document management expertise, CLEAResult enhanced their customer service, eliminated the need to hire additional staff, and expedited their time-to-serve.
“The existing process was demanding too much manpower and time, slowing down work and resulting in challenges in regard to customer service.”
The Challenge
As the most trusted leader in residential energy efficiency, CLEAResult was experiencing significant growth and, as a result, significant paper-based problems. Packets with over 30 documents for each of the 40,000 annual HEAs were getting mailed in or dropped off at CLEAResult’s headquarters in Westborough, MA. Once there, employees had to break down the packets into folders, which were then reviewed, checked against a work schedule, and routed manually through each of CLEAResult’s workflow stations. Many times, physical file folders would get lost, causing the workflow to come to a standstill until they were found. When the files were finally completed and approved, they were assigned to a team to scan the paper documents and then email them to contractors for review and implementation of work.
CLEAResult kept in-process and completed HEA files from the last 6 months on-site and older files off-site. Often, customers weren’t ready to move forward right away, so CLEAResult had to store files off-site and then locate them when the customer was ready to kickstart the project. This only dragged the process of starting a job out.
“This was not sustainable and became completely unmanageable as we grew,” said Brian Kissane, CLEAResult’s Regional Operations Director. “The existing process was demanding too much manpower and time, slowing down work and resulting in challenges in regard to customer service.”
The company needed a better way to manage the influx of paper from their HEAs and maintain the high level of customer service they were known for.
The Solution
CLEAResult turned to MetaSource for a budget-friendly solution to their paper-based problems, and MetaSource delivered just that. With a solution comprised of document scanning and mailroom services, CLEAResult Energy Specialists now mail their document packets to MetaSource’s Norwood, MA scanning facility daily.
The mail is opened, and documents are prepped, scanned, and indexed by site, project, customer, and one of 25 different document types. The digitized documents are uploaded within 48 hours to an Amazon S3 site as searchable PDF files. From there, an automated workflow in CLEAResult’s proprietary software is kicked off and files are made available for review and processing by CLEAResult’s staff. As an additional service, MetaSource removes live checks from document packets, stamps them as “deposit only”, and sends them to CLEAResult’s lockbox.
Contractors are now automatically alerted when documents are available for their review right from within CLEAResult’s software. They can also access CLEAResult’s system to update or upload any forms needed to complete a project.
The Benefits
Faster Time-to-Serve
- HEA files are received from field auditors faster
- Mail is opened and documents are prepped, scanned, and uploaded to CLEAResult’s workflow automation software faster – within 24-48 hours
- Digitized documents are processed 30% faster by CLEAResult’s staff
- Communication with contractors is faster thanks to automation
- Proposals to clients are delivered faster as a result of expedited processes
Increased Efficiency
- Increased demand is met without increased staff
- Workflow is expedited as documents are no longer lost or misplaced
- Contractors have access to audit and proposal documents directly on CLEAResult’s enterprise management software
- With less clerical work, employees have more opportunities to achieve more value-added and analytical positions and the team is able to develop and evolve
Enhanced Customer Service
- Proposal turnaround time is significantly shortened, from 5-7 days to 3-5 days
- Customer inquiries are answered on the phone in seconds, not hours
- Field workers have access to customer files from any device
- Documents are emailed to customers immediately upon request
Reduced Physical Storage
- Eliminated 12 in-office filing cabinets
- Eliminated the need to store documents at a warehouse
- Over time, will eliminate the need for a records storage facility
About CLEAResult
CLEAResult is the largest provider of energy efficiency programs and services in North America. Through proven strategies tailored to clients’ unique needs and market dynamics, the combined strength of experienced energy experts and technology-enabled service offerings help CLEAResult change the way people use energy for hundreds of utility and business partners. Founded in 2003, CLEAResult is headquartered in Austin, Texas, and has close to 3,000 employees in more than 70 cities across the U.S. and Canada. CLEAResult is a portfolio company of General Atlantic, a leading global growth equity firm.
About MetaSource
MetaSource delivers intelligent document management, workflow automation, and business process management solutions to help organizations streamline processes, ensure compliance, and improve efficiency. With over 30 years of experience, MetaSource successfully meets enterprise needs with secure, reliable software and managed services.