Bill Priemer on teamwork at #CommunityLIVE

And we’re off! This morning, Bill Priemer welcomed everyone to CommunityLIVE 2018 with a great general session kickoff speech. Referencing the opening video, Bill talked about how the Hyland community can remain one team as we evolve, expand, and grow.
“How will we stay connected as we all strive to do more?” he asked.

That’s where CommunityLIVE comes in.

Where we connect, and why

CommunityLIVE 2018 is the largest gathering we’ve ever hosted – more than 2,000 experts coming together from 26 countries to learn, share, and grow. While we pride ourselves in treating our customers as partners, and we strive to provide the greatest service possible, our annual conference is where we all get together to connect.

I’ve worked for Hyland for almost 13 years now, but I’ve known the company since the early 90s. In fact, when Bill was still the vice president of marketing, he and I sat down in what’s now one of the buildings at our world headquarter complex. Back then, it was much smaller and still under construction. The thing I remember most was the giant hole in the floor that, apparently, was there on purpose.

Despite the lack of flooring, I wanted to work for Hyland. But I wasn’t ready to leave Chicago. As Hyland was much smaller back then, there weren’t any remote employees.

“Do you want to move to Cleveland?” Bill asked me.

That was a much different question back then. As we all know, Cleveland has been on the rise for quite some time now. It’s really an amazing city. And as Bill mentioned, they might have won a few basketball games along the way.

Regardless, I’ve always known about the Hyland community – long before we called it that. That’s why I wanted to work here. And being an innovator, a few years later, the company was ready for remote employees. While I miss all the fun events we host at headquarters and don’t often get to hang out face-to-face with all my really smart, really fun colleagues, I’m still a Hylander through and through.

That’s why I loved when Bill talked about how the Hyland community goes beyond just sharing the software solutions we develop or use. We’re not just business acquaintances. We’re a community. And after 21 years in this business and personal interactions with thousands of customers, partners, and vendors, Bill has identified five fundamental attributes that we all have in common:

  1. We have noble missions
  2. We’re customer-driven
  3. We’re aggressively adaptive
  4. We’re rigorously protective
  5. We understand success is a team effort

For nearly 20,000 organizations from 90 countries, encompassing every industry sector there is, these attributes are the common ground that allows us to work together so productively and cooperatively. It’s also why so many of us have such great affinity for each other, and routinely assist and share with each other.

Bill then singled out some of our customers and their important mission statements. Missions that we care about and help drive forward.

Evolving together

So, as enterprise content management has become content services, we’ve dramatically expanded our portfolio to increase our ability to help you and your organization realize your full potential. Across our amazingly diverse customer base, organizations are using our products to address an endless variety of business challenges.

“But the common thread among all our products is that they’re all about getting the right information into the hands of the right people at the right time, wherever they are,” said Bill. “And, armed with the information they need, they’re better equipped to deliver against the missions of their organizations.”

Looking out across the sea of attendees, Bill suggested we all share a drive to deliver more profound, more meaningful, more valuable customer experiences. As Hyland has grown into a global leader, that means we have to localize our solutions for customers around the world.

So we now have nearly 500 Hylanders working outside the United States. A long time ago, we realized we needed to be on the ground to figure out how to solve your specific, local business issues.

Meanwhile, with content services ranging from capture to case management, analytics to AI, we’re offering the most innovative tools out there. And in the future, by incorporating artificial intelligence, machine learning, and robotic process automation into our process management tools, we’ll enable you to fully automate even more of your critical business processes.

Today, where there comes a point in processes when a person must get involved to look at the various pieces of information and make a decision, in the future, the system will look at the same information, recommend an action or perform that action automatically. As a result, the role of knowledge workers will be less about executing processes and more about monitoring, assessing, adjusting, and improving those processes.

“We’ll spend less time working in the business and more time working on the business,” said Bill.

And we’ve formalized new ways to focus on you, your success, and your feedback. One great example is the Hyland Customer Success Organization. This group includes our existing Customer Experience team, in charge of soliciting and responding to customer feedback, as well as our new Customer Success Advisor program, which provides you with a direct point of contact for your support experience to help coordinate company-wide responses. One of the tangible outcomes of this effort is the new Customer Experience lounge, created as part of our recent headquarters expansion.

All of this is about improving our ability to listen and understand your needs and concerns, and then respond in a timely, transparent, and comprehensive manner.

But as we innovate, we never lose sight of the trust you place in us to manage your organizations’ — and your customers’ — most sensitive information. Whether it’s a hospital system delivering life-saving care, a local government administering critical services, or an insurer safeguarding members’ financial stability, the nature of your businesses demands that you remain rigorously protective of your customers’ data and of your own. If you’re concerned about the European Union’s General Data Protection Regulation (GDPR), which went into effect in May, or you need to proactively monitor and remove confidential information from unauthorized location across your organization, we’ve got you covered.


After more than 25 years in business, our company remains exceedingly strong and capable. And we’re growing. So whether you’ve been with Hyland for decades, or only a matter of months, you can rest assured that we’re going to be here, working with you side-by-side, protecting and forwarding your interests for years to come.

This notion of working together side-by-side in a team effort is something we’ve always valued.

“Collaborating with incredibly smart and passionate individuals who are customers, partners, or Hylanders to create awesome solutions for complex scenarios is the best part of my job,” said Bill.

This teamwork is about more than streamlining our workplaces, boosting productivity, or improving bottom lines. At our best, our ability to effectively work together can make a real difference in people’s lives.

I’ve known that for a long time. That’s why I always wanted to be a Hylander, why I’m so proud to be one, and why I’m here connecting with everyone at CommunityLIVE.

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, as well as the editor... read more about: Scoop Skupien

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