15 minute read
Digital Transformation The rise of document management opportunities
by: Brent Hoskins, Office Technology Magazine
In recent months, office technology dealerships — particularly those more significantly impacted by the challenges presented by the COVID-19 pandemic — have focused on, among others, these key goals: recouping lost revenue and identifying new ways to maintain their status as trusted technology advisors. As it turns out, to some degree, those goals are being achieved as a direct result of the rise in remote workers.
Looking at those dealerships offering document management (or ECM) solutions in particular, one could say that the growing remote workforce has presented a silver lining in an otherwise difficult business climate. It appears that the need for remote access to files, management of workflow, etc., is driving what is often referred to as digital transformation.
Yes, says Jim Roberts, president of DocuWare Corp., a provider of document management and automated workflow solutions, the pandemic has resulted in many companies now pursuing digital transformation. “There are a lot of companies that are being forced into remote work situations and needing cloud solutions,” he says. “Primarily they need to give workers immediate and secure access to data and to ensure business continuity.”
DocuWare is seeing “tremendous urgency” in the marketplace that did not exist prior to the pandemic, Roberts says. “Businesses need to quickly digitize, index and access information so they can maintain core business processes,” he says. “We consider ourselves very fortunate to be in a position to help.”
Although most enterprise customers have already selected and implemented document management solutions, many SMB companies have not, Roberts says. “That’s where the acceleration is kicking in,” he says. “The timing is perfect for a new dealer to jump into the space.”
Stephen Young, president and CEO of Square 9 Softworks, offering a variety of document management and document capture automation solutions, shares a similar perspective.
“It’s a new focus for many companies; they’re committing their budgets and their resources toward changing the way they work,” he says. “We’re seeing this all the time now. For most organizations, change can’t be justified until there is a strong business case, and the COVID-19 pandemic acted as a catalyst for many organizations to say, ‘You know what, digital transformation isn’t a nice-tohave, it’s a need-to-have.’ That’s the message that we keep getting from our customers and from a lot of our dealers, quite honestly.”
Fortunately, says Hedy Belttary, senior vice president of sales at Laserfiche, a provider of intelligent content management and business process automation solutions, the office technology dealership’s move into offering document management is a “very organic transition.” In fact, “it’s a match made in heaven,” she says, noting that offering document management is simply a continuation of dealerships’ efforts to guide their customers’ digital transformations. “This is the next step for their customers,” she says. “It is a very logical way for dealerships to take their customers to the next step in their business processes and their workflows.”
Selling document management is easier than many dealers may believe, particularly with the rise of cloud-based solutions, Belttary says, emphasizing that even dealerships that are perhaps lacking the necessary staffing for on-premise solutions are “very successful” with Laserfiche’s cloud offering. “With a traditional on-premise solution there are a lot of considerations that need to be factored in prior to the deployment of technology,” she says, adding that the required expertise must come from either technical resources employed by the dealership or the internal IT of the prospective client. “A lot of that is resolved with the cloud. So, the ability to go out there as a salesperson and sell a cloud solution is now much faster and much more doable than having to always resort to the technical support system.”
The rise in the number of remote workers is driving a new level of demand for cloud-based solutions, Young says,
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noting that Square 9’s move says. He notes that the eearlier this year to make its “In the first 90 days, signature offering has been entire portfolio available in we craft a customized particularly well received the cloud is paying off sigmarketing and growth during the pandemic. “The nificantly. “Many people are saying, ‘Look, I’m not in the office to support or manage a system. I want that plan for each specific dealership ... and we help them work through that ability to process contracts and so forth when many people are working in their home offices is enhanced ease of use in the cloud,’” he plan. It involves sales and and made possible through says. “We’ve seen a definite implementation training for dealers ... “ e-signature processes.” increased demand for ECM — Jim Roberts In terms of new strides for remote access [via the DocuWare Corp. at Laserfiche, Belttary touts cloud] as companies have the “exciting components realized this is a key part of and functionality” that have their business continuity plans.” taken the company’s cloud offering to the “next level,” such as
Cloud availability of its entire portfolio is not the only intelligent capture and invoice processing. “We call it Smart recent stride at Square 9. “About a year ago, we introduced Invoice Capture, which gives users the ability to capture insomething that we call the Square 9 Solutions Delivery Netformation in a fluid way, regardless of where it’s located on work,” Young says. “This is a cloud-hosted library of predethe page; so, not necessarily relying on structured content signed [downloadable] applications that we built on our to be able to capture information for indexing purposes and GlobalSearch platform. If a customer says, ‘I’m struggling processing of invoices,” she says. “We also have our new Lawith managing my signed delivery tickets,’ we’ve got a soluserfiche Workflow Bots, which give users the ability to contion for that. Or, if the customer says, ‘I’d like to put in a twonect with other applications, out of the box, and do away with tier invoice approval process,’ no problem, we’ve got that, redundant tasks. These bots conform to how users utilize the and it’s already prebuilt. So, by standardizing and simplifydocument management system in the most intuitive way. In ing solution delivery, we’ve taken away a lot of the reasons addition, they are easy to configure by users, if needed.” why dealers haven’t had success in selling ECM before. It’s Beyond the recent strides among the solutions providers, no more of that blank canvas, ‘Here, go figure it out.’” dealers only now considering document management will
More recently, Square 9 began offering Return-to-Work also likely find the level of support and training provided to Essentials, built on the GlobalForms platform. “This uses be appealing. “As a company, we are big believers in empowour forms product in a touchless, mobile way, allowing a erment through education,” Belttary says. “This is reflected person entering a facility to use a mobile phone to scan a QR in the comprehensive solution provider training program code, which then displays a series of health screening queswe offer to get interested parties up and running quickly. tions on the phone,” he says, noting that the person can also Much of this has transitioned over to online and live handsinput his (or her) current temperature, once taken. “We’ve on labs and sessions. In conjunction with this, new solution had huge success with this. We’ve implemented it in a numproviders who are eager to close and implement their first ber of nursing homes and school systems. It’s been a very solution can take advantage of outsourced services that we strong new product offering.” also offer to the channel.”
Similarly, among the new strides at DocuWare (which Roberts says DocuWare has a comprehensive program in also offers cloud-based solutions), is the company’s new place to support and work with its dealer network. “Our Aucontactless screening e-form, allowing the screening of thorized DocuWare Partner program is truly a partnership, employees returning to work, Roberts says. “With screenbecause both sides have to work equally hard to make it sucing now mandatory in most states, this e-form is growing in cessful,” he says. “In the first 90 days, we craft a customized popularity with customers,” he says. “Adding this functionmarketing and growth plan for each specific dealership and ality to a new or existing system is a quick and easy way for customer base, and we help them work through that plan. dealers to sell and earn more.” It involves sales and implementation training for dealers,
Other new strides at DocuWare include its electronic sigalong with certifications they can earn.” nature service, single sign-on and multifactor authenticaThe DocuWare training program also includes work on tion, providing added security and convenience that have lead generation and customer events to fill the funnel, Rob“allowed dealers to enhance their customers’ existing Docuerts adds. “It’s also coaching on solution selling, learning Ware solutions and profit from the additional work,” Roberts how to demonstrate, consult and communicate on the highly
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valuable solutions, and how to make dealers look good to help customers realize the “How people are and provide them with the benefits,” he says. “In addigoing to work in the resources that they need to tion, there is detailed trainfuture has changed be successful.” ing on the backside on how forever. So, I think Looking to the future, to implement and support.” Young, emphasizing the support Square 9 provides its the more tools we can give people, dealers considering document management as a means to recoup lost revedealers, shares another perregardless of where nue and maintain their staspective. “When we launch they are working, the better.” tus as trusted technology new dealers, we’re less focused — Hedy Belttary advisors should recognize on teaching them all the ins Laserfiche that “how people are going and outs of our software, beto work in the future has cause that’s something that changed forever,” Belttary we’re experts on,” he says. “We’re there to support them.” says. “So, I think the more tools we can give
While Square 9 offers a comprehensive e-learning propeople, regardless of where they are working, gram for dealer training, “we also have a team of busithe better.” n ness solutions consultants who work nationally with our Brent Hoskins, executive director of the dealers to help them with demos, to do scoping calls with Business Technology Association, is editor the customers and to actually help them understand the of Office Technology magazine. He can be needs and apply the technology,” Young says. “So, our job is reached at brent@bta.org or (816) 303-4040.
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