Outsourcing records retrieval and other tasks can mean big benefits to your bottom line, but ensuring a smooth relationship with service providers does require attention to detail. When you outsource a function of your organization, you cede some control over your process to another party, which can be daunting. As in every kind of relationship, good communication builds the trust that allows your outsourced partnership to flourish.
Clear Expectations
When you outsource a service or task for your organization, one of the key components of a successful relationship is establishing clear expectations for the work to be performed. Because The Records Company focuses on providing one service to our clients, our role is clearly defined from the start: We retrieve records quickly and minimize costs for our clients. We retrieve records of all types, in a variety of formats. Our years of experience in records retrieval mean we know what our clients expect of us. We set the same high expectations for ourselves.
Consistency
When you outsource a task to a contractor or service provider, you want to feel confident that you’ll know what they’re doing and when they’re doing it. Establishing lines of consistent contact make those updates much easier. At The Records Company, we follow a protocol with every request we receive, so we provide predictable communication with every record we retrieve.
When you submit your request through our online portal, you’ll get an email confirming we received your request. We also provide you with a ticket number for follow-up. Most requests take two or three weeks to complete, and you receive regular updates on your request. We notify you when we submit your request to the organization that holds your records. We keep you posted if there are delays. When your records are available for download from our secure server, we send you the links you need to access them. Our proactive approach and established lines of communication allow you to track the progress of your request easily.
Interaction
Even though we keep you in the loop about your request’s progress, our communication with clients is never one-sided. Using your ticket number, you can check on your request at any time through the online portal, and you’re also free to contact us by telephone when you have questions. Even when you complete a request for one record, you can re-open the request if you need additional materials. For example, let’s say you request a coroner’s report. After we deliver that report, you find you need a corresponding police report or toxicology report. In cases such as this one, a call or email reopens the request. You don’t need to file a whole new request for the additional report.
Feedback
We pride ourselves on superior communication and service to our clients, but we know there are always ways to improve. We keep the lines of communication open for records retrieval requests and updates, but we also keep the lines open for your comments and questions that will allow us to best meet your needs. Get in touch today.