Time for Change? Ten Questions to Help You Decide if Your Document Management Solution Needs an Overhaul

Modern electronic document management (EDM) technology provides tremendous opportunities for businesses to work faster and smarter, some of which were unimaginable a decade ago. Despite undeniable advances in what EDM users have achieved, many early adopters face challenges with their systems today. Some chose excellent systems at the time, but—due to system incompatibility—are unable to take full advantage of recent advances that would save time and money. Others chose software that was appropriate when it was purchased, but now has frustrating limitations with respect to handling growth in business volume or changing business needs. Still others purchased poorly performing products or selected vendors with inadequate services.

Occasionally, inadequate solutions can be rectified by purchasing add-on products that leverage the value of existing software, although data redundancy is a risk when running parallel applications. A better solution lies in fully integrating existing software with other EDM vendors’ products. Today, this is best achieved by modern, behind-the-scenes Web services that expand functionality within applications and screens that are already familiar to end users.

Sometimes, however, the smartest and least expensive solution is to throw in the towel and start over completely. If your vendor’s products and services have frustrating limitations, or the cost of using your existing EDM solution is increasing in unacceptable increments, you don’t have to let your solution wither on the vine. The questions below will help you decide whether to stay on course with your current system or take advantage of the vast opportunities presented by change.

1. Are you limited by the number of indices available to categorize your information?

In today’s environment, with customers who expect information on demand and a regulatory system that can require it, easy and secure access to data is vital. Many older capture systems—and even some newer ones—limit document indexing to a handful of fields. While this may be adequate for some small companies, it can fail miserably as a company grows or experiences knowledge transfer challenges due to turnover. Systems that limit users to a handful of searchable fields create costly and frustrating problems for employees, auditors, and the courts when searches are unsuccessful. If indexing documents thoroughly presents constant challenges, consider replacing your system with a robust EDM system to increase current capabilities and simplify the process.

2. Is web-based access severely limited, costly, or unavailable?

Although networked desktops served many companies well for years, today people expect to have immediate answers to questions. Remote employees and customers want the convenience of doing business wherever they are. With escalating transportation prices, the savings of Web-enabled access to information are considerable. If your business would benefit by collecting or delivering information electronically via secure email, fax, or on-line form capture; or from providing access to data in an up-to-the-minute database that is linked to your website, Web-based EDM will help your business bound forward. Remote workers, able to access business information securely from any location, significantly increase productivity while dramatically decreasing travel, courier, shipping, and postage costs for your business.

3. Does your software integrate with business process management software and other systems you currently use?

Secure electronic access to information at any time, from any place, is beneficial for everyone. However, if you neglect to integrate EDM with business process management software and your line-of-business applications, you overlook the springboard to true efficiency.

Automated workflow lets you route jobs and tasks according to your business rules, mechanizing routine procedures, prioritizing tasks, and giving managers oversight. Digital transaction trails facilitate audits and make it easier to comply with regulations. Integration with your business systems eliminates data redundancy and errors. If your system does not include enterprise-capable workflow, or does not integrate well with your existing software, you may be ready for change. Consider adding an EDM and workflow vendor who can integrate with your current applications, or have that vendor work with you to start anew.

4. Does your vendor assist with integration or just provide a toolkit?

Although many companies have savvy IT staff, most do not have the expertise or human resources to handle complex integration projects that involve multiple hardware, software, telecommunications, and other types of systems. A vendor toolkit may suffice for a basic integration project, but the types of projects that take a company forward often involve considerable time, necessitate specific knowledge, and result in questions that require expertise.

If your current system only provides an integration toolkit, you may need professional services skills to augment your IT staff’s knowledge. Alternatively, this may be the time to consider an enterprise-scalable EDM suite that includes a Web services API (application programming interface) to enable the custom communication you need.

5. Are you restricted to a dealer’s limited knowledge of the software?

Although some dealers possess considerable knowledge of the products they sell, they may not be as well informed as the vendors whose products they represent. If your dealer is able to tap into your vendor’s expertise, or if you can access the vendor directly, your questions may be answered and your needs may be met. However, if your dealer’s existing knowledge is all that is available, you may be limited in what you can achieve with even the best software. Push for answers. Make sure your dealer is well informed, knowledgeable about the products, and has significant experience working with the vendor’s products you have selected. Otherwise, an inexperienced dealer may cause considerable losses for your company, both in terms of unnecessary expense, wasted time, and lost efficiencies. It may be profitable to start over with a new EDM solution that is designed, developed, and fully supported directly by the vendor you choose.

6. Does your system require data to be indexed and stored on CDs?

If you are currently scanning and indexing your business-critical data onto CDs, you should seriously consider If your current system only provides an integration toolkit, you may need professional services skills to augment your IT staff’s knowledge. Alternatively, this may be the time to consider an enterprise-scalable EDM suite that includes a Web services API (application programming interface) to enable the custom communication you need. www.docfifinity.com / page migrating to a true EDM solution. Although some businesses find the CDs a convenient means of storing information, there are some serious security issues that arise. Too often CDs are left inadvertently in laptops, on people’s desks, and even lost in transit between the office and home. An EDM system assures that information is locked down in accordance with the rules established by your system administrator. If you migrate to an EDM system, give the security features close scrutiny. Your administrator should be able to set rules that instruct the system which users will be permitted to retrieve files; view their content; or approve, sign, or otherwise act on them. Anything less is fluffed up marketing about security and may make you liable to security breaches, a lawsuit, and a ruined reputation.

7. Do you receive inadequate or inconsistent technical support?

Long-term retention of EDM customers depends on more than a solid product. It also requires a customer support team that is knowledgeable, helpful, and provides consistent service. Does your vendor provide adequate technical support? Can you always reach a person (rather than a machine)? Are you served consistently by the same people? Are you able to get technical support without paying a fee for asking questions? When you hear responses from your customer representative such as “I don’t know the answer,” are they consistently coupled with “…but I’ll find out”? Does your vendor respond on a timely basis? Is technical support available 24/7? If the answer to any of these questions is negative, you should consider migrating to an EDM vendor with a strong reputation for excellent products coupled with outstanding 24/7 service. Ask for references, and you will find out quickly whether the vendor’s services verify company claims.

8. Does your vendor require you to pay costly fees for upgrades to products you are using?

Even the most modern, efficient, innovative EDM system has a limited lifecycle before an upgrade is advisable, or even necessary. New regulatory requirements and a changing business environment result in a constant influx of new product features and capabilities; other technologies that are purchased may also require you to upgrade your system to ensure successful integration. Does your current vendor charge for product upgrades, or is it part of their standard license agreement? Do they offer additional services to assist you with upgrades if they involve integration with multiple systems or are otherwise complex? The extent to which your industry is governed by regulations, your use of EDM beyond simple back file scanning, and the degree to which your EDM solution is used across the enterprise will dictate how frequently upgrades are required. Examine the costs. Make sure that vendor upgrades aren’t an obstacle to your progress or your bottom line.

9. Does your vendor charge extra for frequently needed features?

Sometimes, a basic solution without all of the bells and whistles suffices to meet current needs. However, it is important to remember that you get what you pay for, and to clearly understand what you are purchasing and what is not included. Unlike the situation a few years ago, increasing numbers of small companies with 100 staff or fewer are taking advantage of thin client technology, multiple scanning stations, Web services integration, and workflow.

Does your EDM solution provide the server-based speed and convenience of thin client access? Do you pay a fee for specific reports that you could generate on your own if you had a more versatile EDM system? Are you charged for each workflow user, or for thousands of Web services API calls to retrieve information, perform specific functions, or generate reports? If your need for these services is only occasional, you may not want to change. If you require any or all of these services frequently, you may be wise to convert to an EDM solution that includes page / ph: 814.238.0038 these capabilities within the software licensing and annual maintenance fees.

10. Have your maintenance and support licensing costs increased exorbitantly?

In addition to the pay-per-use and pay-per-request services that increase annual EDM maintenance costs, mergers and acquisitions can have a negative impact on your company’s bottom line. If your vendor is purchased by a company that produces a competing product, the parent company will not want to support your current vendor’s products any longer than necessary before merging them with their own products. Typically, the parent company will charge exorbitant fees if you choose to continue using the existing products, leaving clients little choice but to migrate to the parent company’s products. If your EDM vendor has been purchased recently or is about to be acquired, you may want to postpone upgrades and additional product acquisitions until future support and maintenance structures have been clarified. If huge dollar signs are on the horizon that will result in new technology without additional benefits, it may be the right time for you to investigate a new EDM solution.

Summary

Although it has long been known that failure is the mother of success, you don’t have to wait for a crisis to consider making changes. Analyze your current and projected needs. Evaluate your options. If adding to your existing solution will solve your business challenges, select a vendor whose products and services integrate with the software and hardware you own so you can do more with the data stored in your applications. If you start anew, select an integrated product line from an established vendor that has the ability, desire, reputation, and commitment to meet your needs— now, and in the future. With good planning, the right EDM products, and vendors who treat you as partners, you will have the tools to help you succeed in an increasingly competitive marketplace.

For more information or to schedule a demonstration, please Contact DocFinity now.