The best kind of déjà vu: content services and customer success

Confession: I’ve always been intrigued by the unusual. The unexplained. The mysterious.

From my middle school days borrowing library books about ESP and following the weekly exploits of Mulder and Scully to today while perusing podcasts on conspiracy theories and binging Stranger Things, there’s just something about the slightly odd I find exciting.

While not everyone shares this fascination, there is one oddity that we’ve all experienced at some time or another: déjà vu.

In French, déjà vu translates literally to “already seen.”

It’s a strange and even kind of spooky concept (and one that’s been the subject of many legitimate research studies, not just Netflix series). The feeling like you’ve been there before, done this before, seen this before.

That’s the exact feeling that hit me this week when I first heard about Hyland’s ranking as a Leader in the Ovum Decision Matrix: Selecting a Content Services Solution, 2019-20. This is the second time in less than three weeks that Hyland was recognized for its strengths in the ECM and content services space.

Not so unexplained – It’s all about our customers’ experiences

In the report, Ovum called out several strengths of Hyland’s platform, including:

  • Extensive content services capabilities that equip organizations to manage the entire content lifecycle
  • A low-code development platform that enables organizations to quickly build content-enabled business applications
  • Intelligent capture capabilities and case management solutions to address specific use cases and industry needs

We’re proud to be recognized as leading provider with assets across these areas, but we’re even prouder of the why (and the customer success stories) behind the what.

A common thread behind all these callouts is a focus on our customers’ (and their customers’) experiences.

This means end-to-end solutions that not only drive back-office efficiencies, but also help those on the customer front lines provide better service with easier access to information. It means a configurable platform that empowers IT to deliver solutions to business challenges in days instead of months (or years!) via point and click tools rather than custom code. It means incorporating intelligent capture and case management functionality for solutions that equip employees to work smarter, minimize tedious manual tasks, mitigate the risk of human errors and offer a complete view of a customer, request or issue.

Déjà vu all over again

That takes me back to … déjà vu.

When it comes to that overly familiar feeling, it doesn’t always have to be eerie. For Hyland, the announcement from Ovum is the best kind of recall.

It’s also one of the reasons we continue to innovate, grow and improve – to ensure we’re living up to the ranking and exceeding customers’ expectations.

In my mind, our VP & Chief Commercial Officer Ed McQuiston really said it best in his post a few weeks back. We do it all for our customers, so they in turn can do it for the people they serve. It’s an outside-in perspective, and, simply put, it’s part of our mantra.   

Because as one wise science fiction TV series featuring paranormal-loving FBI special agents once remarked, ‘the truth is out there.’

Amanda Ulery

In her more than 10 (wonderful) years at Hyland, Amanda Ulery has taken on the mission of sharing the business value of Hyland solutions with anyone who will listen. The... read more about: Amanda Ulery

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