Since its establishment in 1993, Emirates National Oil Company (ENOC) has provided the energy behind Dubai’s phenomenal growth. With clients ranging from military bases to big-name manufacturing agencies across the United Arab Emirates (UAE), ENOC touches almost every facet of the Emirate’s development and puts its name firmly on the overseas arena. Today, ENOC owns directly and indirectly more than twenty subsidiaries.
ENOC operates through five business segments:
- Supply, Trading & Processing: Condensate and gas processing and oil trading.
- Terminals: Storage for various petroleum and chemical products.
- Marketing: Marketing of aviation fuel, lubes, chemicals and industrials products.
- Retail: Retailing fuel and non-fuel services at retail stations.
- Exploration & Production: Development and production of oil and gas.
ENOC first began investigating enterprise content management (ECM) for one of its subsidiaries, Emirates Petroleum Product Company (EPPCO), which was having a hard time managing customer documents. Piles of paperwork were scattered on different employees’ desks, making it hard to locate documents on demand and promptly respond to customer requests.
Although a number of departments within ENOC were already using Microsoft SharePoint, it didn’t meet EPPCO’s needs due to its lack of a scanning solution. After hearing about Laserfiche through Laserfiche reseller Global Technology Services (GTS), ENOC conducted a thorough evaluation of the software to see if it would meet EPPCO’s needs.
According to Ram Mohan Narayanan, Manager of Planning and Performance Management in ENOC’s IT department, “We did an onsite study of the Laserfiche implementation at the Abu Dhabi Water & Electricity Company, where GTS had implemented Laserfiche to archive customer billing documents. It was clear that Laserfiche had provided a great advantage for the utility company, which gave us the confidence to go with Laserfiche.”
The fact that Laserfiche is fully supported in Arabic also played a role in ENOC’s selection process.
Improving Customer Service
To better manage its customer documents, EPPCO was the first part of the organization to implement Laserfiche. EPPCO serves 75 million customers each year through its network of more than 170 ENOC/EPPCO service stations across the UAE.
EPPCO has built its brand on innovation. As such, it launched the first fuel card in the UAE in 1991. To ensure the continued success of the fuel card program, EPPCO’s card marketing department wanted to accelerate customer service. With roughly 300 new documents coming in each day, storing everything in file cabinets was costly and inefficient, and employees were having difficulty finding the right paper documents to process them in a timely manner.
By implementing Laserfiche to store customer request documents and automate the document approval process, Card Marketing is now able to deliver much faster customer service. In addition, it has integrated Laserfiche with a variety of other software applications to improve the customer experience as follows:
- By integrating with its interactive voice response (IVR) software, EPPCO has enabled its fuel card customers to fax their invoices through the IVR system.
- These invoices are generated in an Oracle management application and moved into Laserfiche as PDF files.
- Monthly statements are automatically sent from Laserfiche to customers via an integration with RightFax.
In addition, an IVR-based request from the customer triggers a that automatically sends the PDF invoice to the customer on demand.
“Not only have we improved our customer service, but we’ve reduced our papers expenses,” said Narayanan.
Increasing Efficiency across ENOC
The use of Laserfiche soon spread beyond EPPCO to a number of departments within ENOC. In the past, ENOC had relied on file cabinets to store paper documents. Imaged documents, meanwhile, were stored on a shared “U:\” drive, and electronic content was managed in SharePoint.
This lack of a centralized content management strategy was inefficient, costly and prevented the automation of paper-based business processes. ENOC needed a standard systems architecture and methodology for enterprise-wide content management.
In particular, ENOC’s internal audit department has saved time and money by automating the submission of its Employee Acknowledgement and of Interest forms, which all 1,500 ENOC employees need to sign and submit to the department each year.
Narayanan explains that the Laserfiche SharePoint Integration, a two-way integration that enables paper-based capture and DoD 5015.2-certified records management in a SharePoint environment, allows employees to scan these forms directly into SharePoint, where they are converted into PDFs and automatically filed in the correct HR folders in the Laserfiche repository.
In addition to the benefits Laserfiche has brought to the internal audit department:
- The HR department uses as a secure, centralized location for all employee documents.
- The department validates, stores and distributes supplier invoices to their respective PO owners using Laserfiche Workflow
- Procurement uses to create and store contracts and vendor management documents.
- The chief executive and general manager office use Laserfiche to track and store all incoming and outgoing correspondence.
Narayanan estimates that ENOC realized a full return on its Laserfiche investment in just eight months. “By using Laserfiche to scan and store paper files, we save at least 6,000 hours of staff time a year, which translates to US $240,000. We’ve also been able to eliminate US $28,800 in paper storage costs per year.”
Sina Khoory, ENOC’s Group IT Manager, adds, “Using Laserfiche Rio, EPPCO and a number of departments in the ENOC group have gained centralized control over our data. Rio’s powerful tools and the Laserfiche SharePoint Integration have simplified information sharing and automated operations between departments.”