Where Have All the Support Calls Gone?
State College, Pa.- July 8, 2003 – A company is only as good as its products, support and people. And, a product is only as good as the business solutions it offers its users. That being stated, what does it mean when an organization goes more than two years without contacting the product vendor for technical support?
Answer: The product is not only solving the business needs of an organization, it’s also functioning properly without the need for countless calls to a vendor with support issues.
This is exactly the case for the Pennsylvania State University’s Office of Physical Plant (OPP) and its use of Optical Image Technology’s (OIT) DocFinity® Suite of electronic document management products. The administrative department, which is responsible for managing and maintaining the more than 700 building and infrastructures at the University’s main campus, implemented the OIT software in 1998. Following the initial installation, the OIT support staff has completed two on-site visits, in 1999 and 2000, to address technical issues.
The department hasn’t contacted OIT with a support problem since. Bob Kellar, a systems analyst in the information technology department of OPP, comments, “All issues we have encountered have been solved internally. Our users learned a lot through the initial project then passed that knowledge on to others. The more experience we got with the software, the easier it became.”
Should an issue arise that could not be addressed by his staff, he knew he could contact OIT technical support for a quick resolution. Kellar remarked, “We just never ran into a problem we couldn’t fix.”
OPP is currently running on the 1999 release of the DocFinity COLD and Imaging products. According to Kellar, the system the system is helpful in answering the business questions of the department, which include electronically indexing and storing financial documents, time cards, human resource files and construction project folders. He continues, “We’d love to do an upgrade to the latest release and look into other (OIT) products, but we haven’t had the time, due to other projects.”
The use of the DocFinity Suite has allowed the department to eliminate the use of costly and time-consuming microfiche, and reduce the number of file cabinets used to store documents. By utilizing the OIT software, users have time to complete other tasks, enabling OPP to increase productivity in its existing staff instead of having to hire and train new employees. OPP processes over two gigabytes per day and scans thousands of documents weekly.
Scott Buchart, President and CEO of OIT, comments, “The success OPP has had with our software is outstanding. Their use of our ‘out-of-the-box’ features proves that technology does not have to be plagued with problems to answer an organization’s business needs.”
For more information regarding the Pennsylvania State University’s Office of Physical Plant’s use of the DocFinity Suite, please contact Marketing at marketing@docfinity.com, or 814-238-0038.
About OIT
Since 1986, OIT has been developing award-winning integrated document management solutions, including COLD-ERM/EBPP, Document Imaging, Workflow/Process Management, Browser Access/E-Business Enablement, HSM, Print/Fax Server, and Enhanced Index Extraction. OIT’s DocFinity Suite of Document Management Solutions has gained prominent industry recognition by organizations such as AIIM International, Transform Magazine, Doculabs, and Kinetic Information.
OIT serves customers throughout the world and across all major industries, including insurance, financial services, pharmaceutical, education, healthcare, government, manufacturing, retail, utilities, and publishing. By dynamically coordinating and managing the transfer of content, OIT enables organizations to realize increased profitability, improved productivity, and enhanced customer satisfaction by empowering enterprise wide business processes. For more information, please visit www.docfinity.com.
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Release Date: July 8, 2003
