EDD: Issues, Law, and Solutions: customer service

Showing posts with label customer service. Show all posts

Saturday, December 17, 2011

Introducing ReadySuite 4.0 w/OCR

We’re excited to announce that ReadySuite version 4.0 has been released and is now available for download.

This version includes major new features, performance enhancements, improved stability and general fixes across the board.

Some of the highlights to this release include the new OCR add-on for generating OCR text files and searchable PDFs. Other features include the ability to save project files, specify field data types, and overlay existing documents. Please see our development blog for a more comprehensive list of changes made.

ReadySuite continues to be our flagship product – bundling specialized litigation utilities used by litigation support professionals, attorneys and paralegals. Using ReadySuite, users are able to handle various tasks related to converting and validation common load files, generating OCR text files and creating searchable PDFs, converting various image file formats, performing branding, numbering, and redaction of image sets and batch printing documents.

To learn about other features provided in ReadySuite, visit our product page. Additionally, you may get started with ReadySuite by downloading our 14-day trial or by contacting oursales staff.

Important Upgrade Information

This release of ReadySuite is considered a major release – with significant changes to the core product – and will require an upgrade for existing customers.

ReadySuite licenses issued on or after October 16, 2011 qualify for a free upgrade. Licenses issued before October 16, 2011 require an upgrade purchase for ReadySuite 4.0. Customers with a license to ReadySuite 3.x can upgrade to ReadySuite 4.0 with a 40% discount.

Now that ReadySuite v4.0 has been officially released, we want to highlight some of the important changes made in this release.

New Features:
Added ‘OCR Wizard’ utilizing RecoStar and Tesseract OCR engines
Added ‘Create PDFs Wizard’ for creating searchable PDFs using OCR engine
Added ability to create and save projects
Added ability to auto-save projects on a time based interval
Added ability to set field data types (text, memo, date, number, etc) during import process
Added ‘Manage Fields’ wizard for modifying fields and setting export masks
Added preference to parse Summation field data types or import only as ‘Text’
Added option to specify the ‘DOCID’ field when exporting load files
Added page level information: TIFF Compression, Width (in.), Height (in.), DPI
Added wizard for ‘Import Text Files’ to associate image sets with text files
Added ability to overlay images, text, and/or natives to documents already imported
Added record number output (;Record 1) for Summation load file export
Added ‘Open Output Folder’ links to wizards generating output
Added ‘Path Editor’ for globally editing existing document paths
Added advanced numbering to import wizards with identifier preview
Added preference to disable Page Rows in grid to improve performance/memory usage
Added ‘Memo’ as field data type to improve performance/memory usage
Added ‘Output bad records’ when importing delimited text files
Added check resources option when importing delimited text files
Added ability to parse multi-page and single-page files from a Summation briefcase
Added prompt to save project file when closing application
Added ability to create and delete custom fields using ‘Modify Fields’ dialog
Added ability to set the internal ‘DOCID’ field to a custom field
Added export mask to Number, Date and Boolean fields to change output format
Added page timeout to config settings for RecoStar OCR engine
Added project name and save status to title bar
Added ‘Link In Place’ option when exporting delimited text file
Created 64-bit version – available for download by request
Wizard for ‘Import Delimited Text’ can now populate new fields (useful for importing a “tag list”)
Wizard for ‘Number Documents’ can now track counters by their unique prefix
Wizards for importing Images, Text, Native and Load Files are more streamlined

Important Changes:
Changed folder browser in Wizards to sort alphabetically
Improved warning messages generated by various wizards
Improved error handling in ‘Import Delimited Text’ wizard
Improved remembering last folder paths for folder and file chooser dialogs
Improved drag/drop functionality to remove lock in Windows Explorer
Improved support for creating output with JPEG2000 and JBIG2 options
Improved display of various document and page count numbers
Improved document and page counts in status bar for grid when document set is filtered
Improved ability to sort by field data type in grid
Improved editing fields in grid and metadata panel by data type
Improved ‘Batch Update’ dialog, can search/replace during update and propagate to family
Improved validation of documents during and post import
Improved ability to check for duplicate pages across all imported documents
Improved ability to hash image, text and native files separately
Improved license check with new folder config setting and silent fail option
Improved reading ‘@D @V’ when improperly formatted for Summation DII load files
Improved memory usage and stability throughout application
Improved numbering by prefix
Improved ability to auto-detect file encoding
Improved ability to auto-detect field data types when importing delimited text
Fixed status bar display when document count 6 digits or more
Fixed sensitivity in Find/Replace dialog
Fixed issue where grid disappears under certain circumstances
Fixed crash with toolbar when application left idle for long duration
Fixed numbering documents when value is only in prefix field
Fixed crash with ‘Trim Documents’ wizard when modifying bounds
Fixed project 0kb by saving to temp file first under certain circumstances where saving fails
Fixed rare crash caused by splash screen
Fixed display of installed licenses, added reminder expiration reminder dialog
Fixed grid filter if count is zero after deleting records
Fixed various tab orders in dialogs and wizards

Note that the above list is not a comprehensive list, but includes more of the important changes we’ve made since the last release in October.

Thursday, April 28, 2011

How Superior Document Services Makes Great Customer Service Our Company's Culture

Customer service is usually part of every company's policy but at Superior Document Services great customer service IS our corporate culture. Our bread and butter if you will. All of our employees are a empowered with decision-making capabilities to serve you - our customers in the best possible manner.

The cornerstones of Superior Document Services focus on service is worth elaborating on:

Lightning Fast Response Times

From our dead center downtown location to our 24 hour live on call services our focus is on being ready to do the impossible. Many large businesses do not reply to customer emails or calls promptly This sort of response won't fly in a customer-focused litigation support business. We strive to provide lighting fast responses to customer questions, comments, or orders. When an email or call comes in its treated like a fire alarm. We answer the phone and emails round the clock and - like a hospital emergency room; are available when you need us. where you need us.

The Extra Mile

If a client asks Superior to do something - we do it - with a smile. Our decades of experience make us a clearing house for all kinds of broad based knowledge that can provide priceless back up for whatever needs you may have. Our nationwide network of contacts is just a phone call away.

No Excuses

We Stand behind our work. We don't try to blame it on the customer, the circumstances, another vendor, or the position of the moon in the sky. We are 100% results oriented. We understand its not who made a mistake; its how fast can an issue be resolved. It's amazing what a difference it can make if you just say "An error has been made, but I will make it right".

Listen

Like we , reallylisten. We never assume you know what you want. We strive to understand what you are saying and ask for clarifications on things that might be ambiguous. We understand that our clients might be unfamiliar with certain terminologies in our profession. We are not order takers - we are proactive.

Keep Promises

If we say you’re going to do something, we do it. It’s part of being a professional. If, due to complexity or other complicating issues we need more time on something, we promise to let you know as soon as possible, not after you’ve already missed the deadline. Honoring our commitments is of utmost importance.

Expect Problems, Be a Solution

Expect problems.Knowing that there will be problems, you should be prepared to handle them when they come. .Customers that have had problems and believe they were treated fairly will often be your most loyal customers in the long run. Our profession is heavily reliant on communication skills.

Never Argue About Returns
Superior Document Services has a 100 percent satisfaction guaranteed return policy. We will never fuss about any return for any reason. Our concern is long term relationships, not "one and done". The more we know about you and your business the more assistance we can provide.

Sedona Principles 2nd ed.

1. Electronically stored information is potentially discoverable under Fed. R. Civ. P. 34 or its state equivalents. Organizations must properly preserve electronically stored information that can reasonably be anticipated to be relevant to litigation.
2. When balancing the cost, burden, and need for electronically stored information, courts and parties should apply the proportionality standard embodied in Fed. R. Civ. P. 26(b)(2)(C) and its state equivalents, which require consideration of the technological feasibility and realistic costs of preserving, retrieving, reviewing, and producing electronically stored information, as well as the nature of the litigation and the amount in controversy.
3. Parties should confer early in discovery regarding the preservation and production of electronically stored information when these matters are at issue in the litigation and seek to agree on the scope of each party’s rights and responsibilities.
4. Discovery requests for electronically stored information should be as clear as possible, while responses and objections to discovery should disclose the scope and limits of the production.
5. The obligation to preserve electronically stored information requires reasonable and good faith efforts to retain information that may be relevant to pending or threatened litigation. However, it is unreasonable to expect parties to take every conceivable step to preserve all potentially relevant electronically stored information.
6. Responding parties are best situated to evaluate the procedures, methodologies, and technologies appropriate for preserving and producing their own electronically stored information.
7. The requesting party has the burden on a motion to compel to show that the responding party’s steps to preserve and produce relevant electronically stored information were inadequate.
8. The primary source of electronically stored information for production should be active data and information. Resort to disaster recovery backup tapes and other sources of electronically stored information that are not reasonably accessible requires the requesting party to demonstrate need and relevance that outweigh the costs and burdens of retrieving and processing the electronically stored information from such sources, including the disruption of business and information management activities.
9. Absent a showing of special need and relevance, a responding party should not be required to preserve, review, or produce deleted, shadowed, fragmented, or residual electronically stored information.
10. A responding party should follow reasonable procedures to protect privileges and objections in connection with the production of electronically stored information.
11. A responding party may satisfy its good faith obligation to preserve and produce relevant electronically stored information by using electronic tools and processes, such as data sampling, searching, or the use of selection criteria, to identify data reasonably likely to contain relevant information.
12. Absent party agreement or court order specifying the form or forms of production, production should be made in the form or forms in which the information is ordinarily maintained or in a reasonably usable form, taking into account the need to produce reasonably accessible metadata that will enable the receiving party to have the same ability to access, search, and display the information as the producing party where appropriate or necessary in light of the nature of the information and the needs of the case.
13. Absent a specific objection, party agreement or court order, the reasonable costs of retrieving and reviewing electronically stored information should be borne by the responding party, unless the information sought is not reasonably available to the responding party in the ordinary course of business. If the information sought is not reasonably available to the responding party in the ordinary course of business, then, absent special circumstances, the costs of retrieving and reviewing such electronic information may be shared by or shifted to the requesting party.
14. Sanctions, including spoliation ﬁndings, should be considered by the court only if it finds that there was a clear duty to preserve, a culpable failure to preserve and produce relevant electronically stored information, and a reasonable probability that the loss of the evidence has materially prejudiced the adverse party.
Copyright © 2007 The Sedona Conference®. All Rights Reserved.
Reprinted courtesy of The Sedona Conference®.
Go to http://www.thesedonaconference.org/ to download a free copy of the complete document for your personal use only.