Going beyond the document to digital transformation

Earlier this week, Bill Priemer – Hyland’s president and CEO – spoke at Kyocera’s annual partner event, Innovate 2018. He encouraged the audience, made up of Kyocera dealers who have traditionally focused on selling multi-function printers (MFPs), to expand business beyond the document by supporting customers’ ongoing digital transformations.

It’s a significant topic, as 87 percent of organizations are either planning, or are in the midst of, digital transformation initiatives, according to the Association for Intelligent Information Management (AIIM).

“And, for the thirteen percent that haven’t yet recognized the need,” said Priemer, “it’s only a matter of time.”

What does digital transformation really mean?

“It’s how a company fundamentally alters its core business processes using software applications and hardware to streamline collaboration and interaction, provide greater customer value, and gain competitive advantage and differentiation in its market,” said Priemer. “Some companies need to start at the beginning by converting their paper filing cabinets to digital repositories. Others have graduated to creating a totally new customer experience – interacting with customers digitally and using that data to drive key business processes.”

The best way for organizations to support these innovative initiatives is by utilizing an enterprise information platform to manage content, processes, and cases. If they want to enable digital interactions – if they want their customers to be able to go online to submit orders, applications, or requests – an enterprise information platform is ideally suited to deliver that information, share it with other core applications, and drive those processes.

In essence, an enterprise information platform enables organizations to do two things:

1. Provide business users with the information they need to accomplish their work

2. Ensure that processes are executed quickly, accurately, and consistently

6 ways from Sunday

Furthermore, a robust enterprise information platform should excel in six main categories of functionality:

1. Capture

At the front end, you should be able to capture information from any source – whether it’s scanned documents, emails and attachments, or from other applications and data feeds. The platform should extract, validate, and index data and then make the content instantly accessible.

2. Intelligent information management

Intelligent information management means automatically backing up content, tracking revisions, and making it available to users.

Meanwhile, intelligent process management means routing documents and decisions to the right people, at the right time. This is where workflow management is so important. It automates tasks, flags exceptions, and equips workers with the information they need to make faster, better decisions.

“And it’s not just about managing linear, structured processes like loan approvals,” said Priemer. “You should be able to manage all the data, documents, tasks, and conversations related to a particular case or project. And you should be able to create purpose-built applications for collaborative processes like contract management or fraud investigations.”

The point of intelligent information management is to provide users with access to the information they need in the way they need it.

3. Access

A robust enterprise information platform will put the most important information and tools at users’ fingertips – whether via a desktop client or mobile application. It should also facilitate collaboration with stakeholders outside company firewalls with a secure file-sharing tool.

4. Integration

One of the most powerful aspects of innovative enterprise information platforms is the ability to integrate with virtually any business application.

“Working in their ERP system, claims system, or any line-of-business application, users retrieve documents and trigger workflows, all without toggling between programs,” Priemer explained. “In fact, users may not even know they’re using the system. They just know they can easily find the information they need.”

5. Measurement and compliance

As a measurement tool, your platform should provide insight into the status of processes and the completeness of records, which supports compliance initiatives and makes for stress-free audits.

6. Storage, protection, and destruction

With the ability to store, protect, and automatically destroy content, you simplify security and retention. This further minimizes security risks and compliance.

Faster, smarter, better

The net effect of these capabilities is lower costs, faster processes, smarter decisions, and better governance.

Priemer added, “Some people say, ‘We can do that with other products.’ But what they should be looking for is a platform that is an integral part of their business strategies that solves issues across their entire enterprises. It should be easily configurable and scalable, easy to modify so you can quickly rearrange workflows or spin up new case management applications as the need arises.”

And you should be able to deploy it in the cloud if you choose to do so.

“Crucially important is a platform that offers various solutions that share the same secure foundation,” said Priemer. “And your vendor’s development process should include security protocols such as mandatory security gates, threat modeling, and code review.”

The final issue Priemer talked about was technical support. You need a vendor that is responsive to your needs, has a well-staffed support team that speaks your language, and offers that support 24 hours a day, seven days a week.

That’s how you accomplish a true digital transformation and set your organization up for continued success.

Scoop Skupien

Scoop Skupien

Scoop Skupien is a former radio station mascot. A rabbit, if you really want to know. These days, he's a content marketing manager at Hyland and the editor of this blog. An author with an MBA and two books in print, he’s been writing about tech for Hyland for a decade. His industry certifications include CDIA and ecmp.

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