Experience the 5 keys of content services at #CommunityLIVE

Hello. Thank you for calling Information Everywhere. If you’re calling about an application, press seven.”

Frank presses seven.

Please enter your telephone number.”

Frank enters his telephone number.

I couldn’t find your application status, please hold for a representative.

Hi, this is Bob. Can I please have your name and the number you’re calling from?

Yeah Bob, this is Frank Smith. I already entered my number.

Hmm, it didn’t show up on my screen. Can you give it to me again?

Frank repeats his phone number.

OK Frank, how can I help you?

Well, I applied for a loan online and I’m looking for a status update.

OK Frank, I’d be happy to help you with that. … Hmm, unfortunately Frank, I don’t have access to that information in my system. Please hold while I transfer you to someone who can assist you.

Thank you for calling Information Everywhere, my name is Sue, can I please have your name and the telephone number you’re calling from?

This is Frank Smith. I’ve already given my number twice.

I’m so sorry to hear that Frank. Unfortunately, it didn’t come up in my system, could you give it to me one more time.

Frank does.

OK Frank, I have your information up. How can I help you?

I’m trying to get a status update on the loan I applied for online.

OK, I’ll be happy to help you with that. … Well, good news, Frank. In my system, I can see that we definitely received your application. But, because your loan is for a certain amount, I can only see that we received it. The approval status is actually in another system. If you give me a number where I can call you back, I’d be happy to check with the department that has access to that information and then give you an update.

I’VE ALREADY GIVEN YOU MY NUMBER THREE TIMES!

Frank hangs up.


YIKES. Every day, your most valuable asset as a company needs information. They need it from you. They need to provide it to you. On the go. At their homes. At work. And they likely had to carve time out of their crazy schedules to interact with you.

I wish I could say that the example above is hyperbole, but it unfortunately mirrored my own recent experience with a global bank this past weekend.

That’s right, I’m Frank. We’re all Frank.

Focusing on customer experience is a business imperative. But, the experience above is no less frustrating for employees. They need to learn. They need to grow. They need to interact with others in a way that moves the ball forward – for everyone.

And it all starts with information.

The 5 keys to success

We’ve entered an age where your customers assume you know who they are and what they want. So if you’re talking, emailing, or even chatting with them, you need their most current information at your fingertips.

And the best way to do that in the age of information overload is to utilize content services.

Formerly known as enterprise content management, the evolution to content services represents a more flexible way to pick and choose the technology solutions you need to deliver that ever-important information to the right people at the right time – across a range of repositories and locations.

Gone are the days of monolithic, all-encompassing implementations that change the way everyone works.

It’s now about you. How you use technology to make the most-informed decisions possible and raise the bar in service. Internally and externally. Every play of the game.

If this sounds interesting to you, you need to come to Cleveland and experience these five keys live – at CommunityLIVE.

Key No. 1: Customer experience

As our quiz mentioned last week, customer experience is the evolution of customer service. Your customers know you have a plethora of in-depth information about them, so they expect you to deliver – now. And they want a tailored experience.

If they don’t get it, they’ll tell the entire world in less than a minute.

That’s where the right content services platform can help – by delivering a complete view of the right information to the right people, where and when they need it. Serving as an information hub, it surfaces content in context by connecting data and systems across the enterprise.

By providing users with easy, secure access to complete information – anytime, anywhere, on any device – your organization delivers more responsive, meaningful interactions.

If that sounds like the right call, come to CommunityLIVE and see how to:

  • Connect information, processes, and systems with smart integrations
  • Improve cross-office, departmental productivity by breaking down information silos
  • Empower users with complete information to make quick and accurate decisions

Key No. 2: Digital transformation

To be transformative, we have to improve the speed of business. Improve processes. And make the most-informed decisions, armed with the most current information.

Maybe you’re serving students. Or patients. Or citizens. Or customers. Or members.

No matter who they’re dealing with, your employees shouldn’t spend their time looking in multiple systems to see the whole picture – no matter where they’re located.

Come to CommunityLIVE and we’ll show you true digital transformation in action, including how to:

  • Use the cloud to save money, time, and resources 
  • Utilize mobile solutions to keep work moving in the field
  • Use enterprise search to empower users

The right platform will also empower your organization with the freedom and flexibility to quickly adapt to evolving business needs and customer demands. You stay ahead of the competition with agility that allows you to continuously innovate, adapt, and enhance the experiences of the people you serve.

Key No. 3: Intelligent automation

content services and digital transformation

By harnessing innovative and intelligent automation technologies that anticipate the needs of users and customers, the right content services platform helps employees focus on high-value tasks and develop more meaningful, relevant connections with the people they serve.

That’s how you win.

Come to Cleveland if you want to see how to:

  • Intelligently automate with tools that employ built-in logic, intelligent routing, and machine learning
  • Reduce costs and improve speed, accuracy, and transparency
  • Use innovation to cultivate meaningful relationships with both employees and customers

Key No. 4: The cloud

The cloud is an incredibly powerful technology tool. It empowers vendors to provide frequent product releases and simplify the upgrade process. As a result, you gain more capabilities, faster, and you’re able to provide better user experiences by creating tailored, responsive applications.

In fact, the cloud just might be the key component of your digital transformation.

Come to Cleveland if you want to see:

  • How everything – including our shared future – comes together in the cloud
  • Why the flexibility of the cloud could be right for your organization, no matter your size
  • How other organizations are using the cloud to get ahead, enforce information security, and improve regulatory compliance

Key No. 5: Expertise

Now it’s time to address industry expertise and winning legacies. Because if you to take the time to come to Cleveland, it’s because you expect to have meaningful discussions with people who have decades of experience working with organizations around the world to solve complex challenges.

Across our business, we leverage this knowledge to help organizations like yours build expertly tailored solutions that transform the way they work and meet the specific needs of the people they serve.

If you come to CommunityLIVE, we’ll show you how to:

  • Tap into a range of content services experts who can help you create personalized, seamless solutions tailored to the needs of specific regions, industries, systems, and roles
  • Take a strategic approach to planning for 2020 and beyond by focusing on automation, intelligence, and experiences
  • Successfully foster user adoption and build your business case with ROI

While you’re in Cleveland, you can also tap into the wisdom of Hyland Global Services. These industry-specific experts understand your business and the problems you need to solve. And they’ll be on hand to show you how.

We know that implementation is just the beginning. As the needs of your business change and digital capabilities evolve, so will the scope of your solutions. That’s why CommunityLIVE is a great place to engage expert resources who will help you turn your vision into a reality.

Tap into your community – live

In a little more than three weeks from now, hundreds of Hyland experts and thousands of your peers will gather in Cleveland to experience the five keys of content services in action.

Will you be among them?

Or are you and Frank waiting to see if this whole technology thing is going to put one in the “W” column some day?

Ed McQuiston

Ed McQuiston

Ed McQuiston is Hyland's executive vice president & chief commercial officer, a position he’s held since 2017. Having served as vice president of global sales since 2012, his current role includes responsibility for Marketing and Global Services which aligns the three functions in support of Hyland’s continued global expansion. Ed’s tenure at Hyland and extensive knowledge of its product suite helps support and expand Hyland’s strategic initiatives.

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