Leigh Mardon services over 1000 customers, including Australia's four major
banks, Federal and State governments and many commercial organizations. Over
the past decade these organizations have increasingly outsourced many of their
document requirements because of the technology competencies and the integrated
services they receive from Leigh Mardon. The company's success of nearly 170
years is due to its continuing focus on effective methods, new products, and
the latest technologies, such as Solimar's SOLsearcher™ Enterprise.
Solimar Systems interviewed Floyd Cowan, National Business Services Technical
Manager at Leigh Mardon to discuss the implementation and operation of their
Solimar Systems' web presentment solution - SOLsearcher™ Enterprise.
"SOLsearcher helped boost our customer retention rate. As a result, our revenue increased over $100,000 per year."
Floyd Cowan
Leigh Mardon
Leigh Mardon wanted to hold on to existing customers by providing them more
incremental value. By offering additional products and services to their existing
customers, Leigh Mardon had a business plan to impact the bottom line in a positive
way.
Leigh Mardon discovered that their customers wanted the ability to view their
documents using a web presentment system. They wanted a document viewing system
with integrated security and the ability to display truly "rich" document
formatting. Leigh Mardon found that traditional HTML page formatting was very
limited and did not have the complex layout capabilities to meet their requirements.
Afer evaluating several vendor products, Leigh Mardon concluded that the best
solution for them was SOLsearcher™ Enterprise from Solimar Systems. The
powerful and highly secure web presentment solution enabled Leigh Mardon to
effectively index, store, search and retrieve large collections of transactional
documents.
SOLsearcher addressed three major areas for Leigh Mardon. First, it allowed
end users to securely access documents anytime, from anywhere via the web in
a selfservice mode. By empowering users to serve themselves, they were given
the ability to perform their own document viewing and reprints when needed.
Second, due to the rich complex document rendering of SOLsearcher, customer
service representatives (CSRs) enjoyed viewing the same document as the paper
versions that were printed and mailed. Resolving customer issues over the telephone
became much easier and quicker because all parties were viewing the same exact
document pages. Third, by offering SOLsearcher to its existing customers, Leigh
Mardon provided additional value and capabilities which led to increased customer
retention and increased annual sales revenue.
"With SOLsearcher we had an easy deployment and smooth implementation experience."
Floyd Cowan
Leigh Mardon
One of Leigh Mardon's primary business objectives was to increase the retention
rate of their existing customer base. By offering SOLsearcher to their customers,
it helped retain their base while increasing annual revenues. "SOLsearcher
helped boost our customer retention rate," said Cowan. "As a result,
our revenue increased over $100,000 per year." SOLsearcher provided customers
24/7 online access to their documents. When printed documents received through
the mail were lost or misplaced, SOLsearcher gave users the ability to retrieve
their own replacement copy. "Eliminating the printing and mailing costs
associated with reprint requests was a significant expense reduction for Leigh
Mardon," said Cowan.
