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Hyland Software Inc., developer of the OnBase enterprise content management (ECM) software suite, on June 3 announced that the document and process management capabilities of OnBase helped Gallatin Steel achieve its goals for superior customer service and employee safety, leading to recognition in its industry.
The system implemented by Results Engineering, an Authorized OnBase Solution Provider, helped Gallatin to achieve a No. 1 ranking in the service category in the Jacobson Steel Customer Satisfaction Survey for the first quarter of 2008. This survey of customers of steel producers stands as an objective measure of steel customers' satisfaction with suppliers.
"OnBase sets us apart from our competition by enabling our associates to interact with customers quickly and effectively," said Arlyn Richards, manager of information systems at Gallatin Steel. "It is easy to use and allows the user to see all connected paperwork with a customer's order at a moment's notice."
One of Gallatin Steel's objectives is to make customer service a competitive differentiator. The implementation of OnBase in 2004 is a key contributor to Gallatin's ability to achieve that aim. OnBase's central repository makes it easy for employees to quickly and easily find customer files, therefore improving customer service.
OnBase's document management and distribution capabilities also ensure Gallatin's employees remain up-to-date on safety procedures, a contributing factor to the steelmaker recent reception of the Kentucky Governor's Safety and Health Award. Gallatin received this award in recognition of the company's 1,292,400 man-hours worked without a lost-time injury. "With OnBase technology, we are mitigating liability by ensuring associates review the all safety procedure modifications and understand the changes," explains Richards.
Because of the improved productivity and procedural compliance realized with OnBase, Gallatin plans to extend its use of the software suite for document-driven operational processes throughout the company. Current goals include improving Human Resources and Raw Material processes as well as the ability to display OnBase shipping documents over the Internet.
"Gallatin Steel is a forward-thinking organization that understands how document and process management software can create value for their customers as well as a safe and rewarding environment for their employees," said Bud Viancourt, industry manager for manufacturing at Hyland Software. "We congratulate Gallatin for being recognized for the results of their vision and efforts."
Gallatin's OnBase solutions are supported by Results Engineering, an Authorized OnBase Solution Provider and a Hyland Software Diamond Partner from 2003 to 2007.
About Gallatin Steel
Gallatin Steel is a customer-focused company that encourages the involvement and development of its associates and provides value for its stakeholders. Since its start-up in 1995, Gallatin Steel has been continually improving quality, cost and customer satisfaction through the integration of people, technology and processes. The manufacturing facility currently produces more than 1.6 million tons of hot band coils on an annual basis that are tailor made to satisfy customer needs. Gallatin Steel is located along the banks of the Ohio River in Ghent, Ky.