Digital resilience, simplified: The importance of tech partnerships

digital transformation

When considering the impact of digital transformation, it’s very common to focus on the outcome, or the ‘after.’ Because the ‘after’ is where you see the magic of transformation.

The thing is, transformation is an evolution … it doesn’t have an end.

What it should have are phases of continual improvement with delineated milestones. And as you complete a phase on the journey, your organization starts to benefit from things like increased resilience to respond quickly to changing needs, improved service to those who rely on your organization, market-leading remote and mobile capabilities, reduced waste and vastly improved return on investment (ROI).

As with any journey leading to a great place, there will be surprises and there will be diversions on the way to the ‘after,’ and that can be a challenge. But there is a way to make it easier.

Digital capabilities and market needs are evolving at an unprecedented pace

We are witnessing a monumental rise of information management and content services capabilities available today that are essential in our digital world. Capabilities like simple interoperability with other critical systems. And secure, mobile applications that users and the marketplace are increasingly demanding.

Organizations need to be able to effectively leverage these capabilities in order to keep up with the speed of digital evolution. And this can be a heavy burden for IT teams who must work with business units to deliver the solutions that will meet their specific needs while ensuring a secure, high performing, transparent and compliant environment.

This is why it is necessary, now more than ever, to trust in the strength of strategic technology partnerships.

No one company can do it all in this digital world

Digital transformation elevates your organization’s unique ecosystem of its people, processes and technology to a new paradigm of possibilities. But increasingly for key areas of your digital environment, it makes sense to partner with vendors whose vision, execution strategy and core values support yours.

“As the world becomes more and more digitized, enterprises of all sizes are creating technology platforms that help drive business forward,” according to a recent Forbes article. “These technical integrations are a cornerstone of the software market and have become indispensable in many companies’ go-to-market strategies. No one company can do it all, so it often becomes essential that you can chain together multiple solutions to solve a technology problem.”

Also essential is making your organization’s digital content and data work better for you by consolidating data repositories and migrating from aging repositories to a modern content services platform that enables strategic data sharing and automation.

I recently had the opportunity to speak with one of our customers, SAIF, about this very topic. An organization whose mission is to make Oregon the safest and healthiest state to work in, this not-for-profit workers’ compensation insurance company has been taking care of injured workers and helping people get back to work since 1914.

SAIF story: reducing dependence on custom development includes partnering with a technology vendor who truly cares about your business

Facing significant recent changes in the marketplace, Ken Collins, CIO of SAIF, is successfully addressing today’s evolving data-driven challenges, employing key emerging technology and technology partnerships to further the mission of the organization.

This includes:

1. Leveraging existing, extensible systems rather than building everything in-house.

Rather than maintaining technology that requires custom development, SAIF is moving to platforms that enable IT teams to rapidly configure solutions that meet the evolving needs of the marketplace — including user expectations of speed and mobile access to information.

“We want our internal efforts to focus on what makes us special and different while we leverage existing, extensible systems from vendors for the more commodity functions,” Collins said.digital transformation

2. Ensuring simple software integrations for ongoing opportunities.

SAIF chose Hyland’s content services platform, OnBase, in large part because of its low-code and extensible integration capabilities. To Scott Clark, technology architecture supervisor at SAIF, these are key components for moving forward with rapid application development.

“We knew from the very beginning, for example, that OnBase and Guidewire had a strong integration that was going to save us effort and time in implementing both systems,” said Scott. “It’s certainly saved us a ton of effort.”

Key to leveraging the Hyland platform was engaging data conversion services to migrate 42 million documents from a 15-year legacy system to OnBase.

3. Collaborating in a partnership with Hyland Global Services built on shared goals and outcomes.

Before arriving at the ‘after,’ the SAIF and Hyland teams had to navigate some challenges, starting with the first project — a document and data conversion project for claims, SAIF’s biggest division by far.

“We made a lot of changes between the old system and moving to OnBase. There’s no question it was a challenge for the conversion and our users,” said Clark.

Remote team collaboration and successful change management for a workforce used to working a certain way for 20 years in some cases also presented challenges.

“We found ourselves in some challenges midway through the project. But both teams just came together.” said Brigitte Hamilton, director of portfolio and project management.

After a successful go-live for the claims project, the teams conducted a deep retrospective review of the project. And the subsequent conversion projects?

“It was just an amazing turnaround from the first project to the second project. Such a good shift,” said Clark. “And these things are really difficult, really complex, but in the second one it didn’t feel that way. We really had it nailed.”

“To take the vendor relationship and truly make it a partnership means that we need to understand our vendors and we need our vendors to understand us, our needs and our goals. We’ve had great success working with Hyland, and continue to move forward on our initiatives.”
– Ken Collins, chief information officer, SAIF

4. Hitting key milestones in digital transformation for incremental, high-value results.

The value of paperless workflow automation for high document-volume work cannot be underestimated. Especially in these times, where remote workforces are the norm for many industries for a timeframe still unknown. For SAIF, paperless automated workflows have dramatically reduced timeframes for complex processes, improved service turnaround times and enabled adjusters to work from home.

“Being able to have the adjusters work from home and access documents immediately, and being able to create an excellent customer experience really helps both injured workers and policyholders,” said Brad Vinson, third party recovery managing attorney.

Hamilton added that with OnBase, “What used to take a day is happening in minutes. It has been a huge benefit to our internal partners and our external customers.”

A partnership means we’re with you every step of your journey — at every level from technical consultants and project managers to the executive team

 

I recently chatted with Hyland’s SVP of Global Services, Valt Vesikallio, about what he is seeing in terms of priorities given this “new normal” of remote work, including remote solution delivery for his teams.

“It is clear that this pandemic has caused companies to reprioritize their initiatives. Not surprisingly, we are seeing an increased demand for technology that enables remote workforces to work more efficiently,” said Vesikallio.” We are actively working to continue to improve the remote experience of our customers. Interestingly, in many cases we are seeing higher levels of productivity when working remotely for both our customers and Hyland’s solution delivery and business consulting services teams.”

How do we successfully continue to improve the user experience?

It’s simple. One of the core tenets of Hyland’s solution delivery methodology is that we start by listening. We know that you are the experts of your business. So we work very hard to understand where your challenges lie and we keep your short- and long-term goals at the top of our solution approach.

And then we guide you to where you want to be in your content services journey — at every step, from implementation to expansion and beyond. This allows your ‘after’ to better meet the needs of your organization, and those you serve.

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Sarah Stoner

As a Content Strategist for Hyland’s Global Services, Sarah has a background in business and technical writing and has worked in several areas of the organization since 2003. She has... read more about: Sarah Stoner

1 Response

  1. 09/25/2020

    […] “SAIF Story” with CIO Ken Collins in Hyland’s recent blog, “Digital resilience, simplified: The importance of tech partnerships,” hits the ball out of the park in addressing three of today’s biggest data-driven […]

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