Document management system for better customer service 2021

A DMS helps in creating a centralized space to find all your organizational knowledge for faster & better customer service.

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Everything you need to know about Document Management Systems (DMS)

Document management system (DMS)?

When a business begins to grow, the amount of paperwork automatically increases. Sorting these documents into appropriate channels can get chaotic at times, but the valuable data held within makes this task unavoidable. It is for this reason that most companies today use Document Management Systems (DMS) to simplify the process.

When paired with Knowledge Management Systems (KMS), automation ensures the distribution of data and documents to people who need them – saving your company time and money.

A DMS receives, tracks, manages, and stores documents, including various versions created and modified by employees, on a computer system. It helps distribute the data that your KMS has prepared.

Need for DMS

Procuring a DMS is a necessity in the information inundated digital world. When employees can manage documents without being buried under or sorting through stacks of never-ending files, manual work represents a loss of hours and funds. By extension, DMS increases the productivity of employees, helping them focus their time and energy on more important work.

DM systems are cost-efficient in long run and are scalable, with software updates and customizations easily available. Some other added benefits of DMS include:

Requires less storage space

While heaps of important paperwork require a lot of space (some companies rent out entire warehouses to store paperwork), a good DMS provides that same space on a device. A software-based document management solution can reduce the need for file physical storage spaces like shelves, cabinets, etc., freeing up precious office space.

Advanced Security

Documents often contain sensitive data. No risk can be taken in terms of securing this information. High-level security measures are required to make sure the documents are safe and hidden from prying eyes. DMS controls such data and limits access automatically, based on your privacy settings. It also monitors who has viewed, edited, or opened a document.

Data Retrieval

Important data gets lost all the time, and sometimes irretrievably so. It is advisable to have software that can retrieve accidentally lost information or store backups. DMS can even retrieve lost & deleted files by just looking for a single word or sentence, making it easier to track important information and data, and creating backups of the same.

Increased Collaboration

Sharing information through DMS is simple as it can be accessed from anywhere and everywhere. As a result, people can collaborate more often without going through tedious processes, with knowledge management plans pulling people from across the company onto the same platforms, and thus giving them access to the DMS as well.

Organizes documents

Organizing documents is one of the most relevant features of a DMS. Once you’ve installed it, all your worries about labelling folders and arranging files will disappear as this work will be done by the software. You just have to be aware of changes and locations of files then, which is easy as the system guides you.

Streamlines information

Often employees get lost in the sea of information. Selecting a DMS which has the ability to streamline information is beneficial to everybody. It helps you store your information better and make use of it much more efficiently.

Allows instant access to documents

A document management software is incomplete without this feature. One of the reasons why organizations use a DMS is because it allows them to access information without spending a lot of time. As information is concisely segregated, it becomes instantly accessible to members of the firm. And as there are no geographical limitations, the data can be accessed from anywhere at any given time.

Along with these advantages, a good DMS is also flexible. It increases productivity and keeps up with changing times. While selecting a document management system for your company, you have to make a list of features that you require the most for your business and accordingly pick right one.

Features that make for a good DMS

To make the most of these incredible benefits, one has to pick a good DMS for their organization. Before finalizing the system most suitable for your business, you have to keep certain things in mind. These principles will define the efficiency of your DMS and make it suitable for your business. Some must-have features that you should try and look for are:


Your documents can be accessed from anywhere. As long as you’ve checked the software for updates, and set it up accordingly – it will work effortlessly on any device.


Scanning documents is one of the most practiced activities at offices. It can be a very time-consuming one, especially when done between other tasks. Adding to that, scanning one copy at a time can be exhausting. A DMS can queue up multiple documents for scanning. This organizes the documents and allows you to multitask without worrying too much.

Powerful Search options

While selecting your document management system, make sure it has a good search engine that can help you conduct quick but consistent searches. The software will also make retrieving documents simple.

Simple Interface

Navigation is the heart of a solutions software, so make sure that interface of your DMS is easy to understand and use. Complications will arise if the user is unable to understand how to make it work.

Increases productivity

This one’s more of a result that’ll be achieved through the other features. If other features are on point, the employees’ lives would become a lot less complicated. An ideal DMS should provide role-based information and alerts based on documents.


Security is an uncompromisable element and every document management system should have it. When choosing a DMS, checking its security provisions and other related features are crucial. It should have high encryption levels and a private space for sensitive documents

Document Input

Most businesses tend to combine their paperwork and digital files. The right DMS allows inputting of files through emails, mobile applications, scanners, uploads, etc.


An efficient Business Process Manager is a must-have for a document management system. It helps the documents to automatically reach their destinations.


Through indexing, documents are associated with search tags. Indexing helps user reach the documents. All document management systems usually have some indexing systems which are handled by the companies’ employees. Employees can make changes to indexing requirements as per document type and their needs. Every document has a different structure, and therefore a different need. DMS should be able to cater to these requirements.


Linking is a feature that allows employees to link documents that may be related to each other. This makes finding certain documents easier.


This feature allows employees to select certain sections or lines of text in the document and add comments or notes to them. Several such annotation features are supported by DMS applications. They make communication and follow-ups easy with other users, by highlighting the parts of a document that they want attention drawn to.


Every DMS should support different versions of files and documents in its system. Otherwise, downloading or uploading them will become difficult. One may have to convert certain files before the same.


If your DMS doesn’t let you share documents with people or has complex sharing procedures, all its meaning is lost. Having an easy sharing option is important.


No two businesses are the same. Neither are their needs, preferences, or choices. These needs keep evolving. Every specific detail however has to be taken into consideration. And so, a good document management system should provide room for customization.

Multiple Languages

Language should not be a barrier while enjoying the benefits of a DMS. Your employees should feel comfortable while using the software. This feature makes a great difference.


Old documents can automatically be archived to make space for other, newer, documents that are more relevant. The archived documents can still be accessed easily when required.

Every single DMS doesn’t have to have all the features mentioned above. That would be unrealistic and unnecessary. It may even cost you more than what you would be paying for just the features that you need. Therefore this decision can only be made after you’ve given it a lot of thought. Once you finally decide on what you’re looking for, it will only be a matter of time before you start enjoying the perks of your brand new document management software.


Businesses generally make use of document management systems to manage their knowledge. However, these systems are well-equipped for document segregation and management only. If an employee wants information on a specific subject, it becomes hard to sort that information out, and he will have to sift through mountains of stored data.

Here‘s where Knowledge Management comes into the picture. A KMS ensures that the information your employees need is accessible to them, exactly when they need it. In short, a DMS stores and organizes information, while KMS makes it accessible.

With Knowmax’s knowledge management software businesses can find all of their vital data and information readily available in one place. It will be completely organized and all the documents will be easily accessible on a single platform. Everyone looking for information will know where to look for it and how.

No complications, just clarity.

Once the task of preparing data and storing it in a well-built knowledge base is nicely done, a DMS can take over. It can clean the data and sort it into various categories and you can decide security levels for each and every document. DMS will also control the visibility of the said information and protect it from unwanted views or sharing.

When used alongside each other, both KMS and DMS can be extremely beneficial to the organization and its people. They are both systems that have been designed to make an employee’s life comparatively easy while also increasing the organization’s productivity levels as a whole.

Customer Relationship Management and DMS

Customer Relationship Management (CRM) is the management of interactions with customers, old or new. There are many advantages to using CRM software, but it’s important to find a DMS that it can be paired with for experiencing a more fulfilling result.

CRM is completely focused on the ‘client-journey’ and allows you to maximize Customer Experience (CX) through thorough knowledge of their cases, problems, and possible solutions.

When you find a DMS that perfectly syncs with it, you can witness a number of added benefits.

CRM systems collect a lot of data through emails, surveys, records, etc. When paired, a DMS helps you organize all the information that has been collected by CRM and guides you to use it effectively.

Customer management also requires a lot of paperwork. This can be reduced and made handy through a DMS.

Role across industries

The role that a DMS plays changes as per a company’s needs. Today, several sectors are making use of the system but for reasons of their own. Following are some industries where a DMS is most in-demand and why:

Document management software for insurance

DMS in an insurance business stabilizes the workflow. As each policy may go through changes and multiple reviewing, DMS solutions are vital in ensuring updates are made and changes or progress is tracked.

DMS for accounting firms

In this industry, a DMS is helpful to classify and analyze financial data. It also summarizes and makes reports that can be used to share conclusions. Accordingly, the person presenting this data can provide much better insights to the other colleagues.

Document management system for healthcare

Hospitals, and other health centers, have to keep track of patient records and store sensitive data that cannot fall under prying eyes. Pharmaceutical companies need to check reliability and safety of each product before distributing it in the market. This requires that a lot of data be scanned and approved. With a DMS all of these tasks can be completed without too many complications.

Shipping DMS

Global trade and travel industries like shipping usually generate great amounts of paperwork. Using an efficient DMS program will help track and manage slips, invoices, payroll records, etc.

Document management for education sector

DMS are largely in demand in the education sector. From student enrolment to employee tenure records, this industry has a lot of data to maintain. The information stored is crucial and needs to be kept secured. DMS is the best way to ensure that.


This industry has a lot of confidential documents that cannot be accessed by anyone other than those in charge. With DMS access can be limited and the security levels can be increased. The amount of paperwork done can be reduced as well.


From timely deliveries of orders to keeping up with industry regulations, everything is dependent on the shipping information. But with a DMS fully-installed at their workplace, streamlining and automating their workflow will not be a task. Receiving orders, accessing information, sharing related documents like proofs of delivery, receipts, payrolls, records, training documents, and other requirements will be carried out smoothly.


The hospitality industry is known to be extremely competitive. Needless to say, it has its share of accumulated documents. A hotel or restaurant can be constantly held down by an intimidating amount of paperwork. Similarly, managing heaps of files can quickly become exhausting. Not to mention, costs for managing all of this can go out of hand. But a well-chosen document management system can look after all of these things without putting any burden on your shoulders. This will leave your customers having a better experience.

Document management for legal department

In legal sector, the use of paper is unavoidable. Be it courtroom or the office, legal work requires a lot of documents to be carried around. While a DMS cannot completely replace the physical copies in this industry, it can reduce their use wherever possible. This will help legal professionals to maintain their records, case details, etc in a much safer manner. Limiting the amount of paper will also reduce waste.

DMS for banking industry

Investments, agreements, and transactions require data and confidential information to take place successfully. A DMS makes it convenient for those in charge to keep track of these documents and access them when required.


Properties and paperwork go hand in hand, especially if they are old. Older the property, larger is number of documents. These files have to be stored in a way such that nothing gets lost. Managing so many documents can be overwhelming. But a document management system can take good care of the files.


Dealerships in the automotive sector involve a lot of documents and paperwork. A document management software allows you to store them, access them, and restrict the same as per your requirements.

Plan ahead, with a DMS

With a plethora of industries swearing by the utility of a DMS, it’s importance in digital world can never be discounted. While industries operate in niche and unique ways across the globe, one thing largely remains constant – need to organize, store, and transfer knowledge across it. Invest in a KM plan with a DMS, and automate this flow of data to your employees – keeping their documents safe, data updated, and minds sharp to tackle the problems of tomorrow, instead of buried under tonnes of wasteful paperwork.

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