Case Study: Convergys achieves streamlined HR document workflows and 24x7 secure employee records access with Xerox DocuShare

Complementary document services open up new opportunities for leader in Business Process Outsourcing to drive relationship management

Convergys, a global leader in business process outsourcing with more than 80 contact centers and clients in 70+ countries, needed to reengineer a complex HR forms workflow that involved 100 document types and some 1,000 document versions. To enable online forms, digital archiving and faster processing, Convergys selected Xerox DocuShare to provide a hosted repository and document outsourcing services, including high-speed scanning and records management.

Xerox DocuShare implemented a comprehensive inbound/outbound document services solution—creating “smart” forms with embedded DataGlyphs, a hosted DocuShare CPX repository integrated with Convergys’s SAP ERP, large-scale off-site scanning, on‑demand print fulfillment and disciplined QA. The solution now stores employee files for major customers (30,000–50,000 employees), gives 24x7 access to personnel records, simplifies forms ordering and fulfillment, reduces cycle time and process costs, and cuts the workload of maintaining tens of thousands of records while improving SLA reporting and customer service.

Convergys