Operating from our customer-centric value system means we approach every client interaction with great care. But to ensure world-class customer care means we also need a world-class approach and, up until about three years ago, that wasn’t always the case. 
Journey with us as we map our Customer Care department’s transition from Microsoft CRM to the comprehensive case manager, OnBase WorkView. Sharing the mic today are a handful of ImageSoft originals: Patrick Dreyer, Senior Technical Support Engineer, Steve Michelin, Customer Care Lead, and our fearless OnBase Administrator Nathan Armaly. Each having unique OnBase user experiences, their conversation is fruitful in a range of WorkView capabilities, including its rapid development environment, consistent data presentation and relationships, rich resource database, incident management, ticket generation, its malleability in building out role-based dashboards for end users versus OnBase Admins, and so much more.  

Check out this episode!

[expand title=”Read Transcript”]
Steve Glisky: Welcome to the Paperless Productivity podcast, where we have experts give you the insight, knowhow, and resources to help you transform your workplace from paper to digital, while making your work life better at the same time.

Thanks for joining us. My name is Steve Glisky, your host. Today, we’re going to talk about how our Customer Care department at ImageSoft, how they use OnBase to dramatically improve the support experience our customers receive. And with me are a few key people to share their wisdom on how this is accomplished. We have Patrick, a senior technical support engineer from Customer Care. Say hello there, Patrick.

Patrick Dreyer: Hey, Steve. Thanks for having me on.
Steve G: All right. And then we also have Steve Michelin, who’s a team lead in our Customer Care department. Steve?
Steve Michelin: Hello, everyone. Steve, thanks for having me on.
Steve G: Hi, there. You got it. And Nathan, our fearless OnBase administrator from IT. Hey there, Nathan.
Nathan Armaly: Yeah. We also have got Nathan, who is our OnBase Administrator.
Nathan Armaly: Hey, Steve.
Steve G: All right. So what we’re going to do is we’re going to get started. Patrick, could you give us some background information on the challenges with prior solution and how you ended up choosing OnBase?
Patrick: Yeah, so three years ago or thereabouts, the solution we were using was Microsoft’s CRM to track our issues. While we had a functional solution, it wasn’t ours and it wasn’t optimized for us. It was just kind of a thrown together solution built with the knowledge that we had. So there were many limitations, things like only having one escalation resource being assigned to a case; not being able to add tasks after that case closed. Just, again, it was a very simple solution that didn’t do all the things that we needed. So we decided that we’d had enough of that and we wanted to invest in building a better solution.

So the question was: Do we revamp CRM? Do we look at some other options? And one of those was OnBase’s WorkView solution. In the time since the last time we had looked at OnBase’s WorkView, it had completely expanded what it was able to do. Hyland had made huge leaps in functionality and it definitely met all of our needs. So that’s why we chose to do that because we’re OnBase professionals. We already work in OnBase and so just continuing to be in there, rather than spending all this time learning another solution or learning more about CRM, why not just take the knowledge we know and develop WorkView. So that was really the reasons of why we left and why we picked WorkView as the correct place for our new home.

Steve G: Super. Now, our listeners may not know what WorkView is. Could you please describe that?
Patrick: Yeah, WorkView, or also might be referred to as case management is Hyland’s answer to data management of virtual information. That is to say, I want to store something, but I don’t have a piece of paper that is associated with it. I just have data. So a simple example is an employee. You don’t need to take a photo and scan it and put that into your system, you just need to know the information about your employee, their start date, their title, their manager, first name, last name, things like that that can all just be stored into the system and not have a physical representation.

So with that, for us with case management, we don’t need a physical piece of paper associated to that. We just need to know that this is the issue with, as supposed, a description of what’s going on and a place for us to track time. So it uses attributes where those are the places you store values, so a first name would be an attribute. So, for me, my first name is Patrick on my employee record. Above that, you have classes or the entire record. An employee is a record in the system and then above that, you have the application. For us, that is Customer Care. In Customer Care, we have employees, we have customers, we have cases. So it all works together to build virtual information for you.

Steve G: Okay, sounds good. So Patrick, it’s an easy way to model your data in a rapid development environment to create an application, right? So not only the data, model the data, but it also provides a good, standard, consistent presentation layer, right, where you can build how it’s going to look?
Patrick: Yeah. Because the data layer is basically a database … Again, when you look at an employee record, it’s just rows on a database. Because that all is just stored visually, OnBase has a really nice interface to be able to build the screens so that when you’re actually interacting with them, it’s a lot of just plug and play. You say, “I want to put my first name over here and I want to put dropdowns over here for the conflict values, so it’s a very plug and play, drag and drop interface.

You can, of course, go way beyond that and start developing scripts and things like that to do advanced things. But to get in there and to have just some information displaying on the screen to your users is a couple minutes. It doesn’t take very long to set up an application with a class and some attributes on it and then to get that data displaying is also very simple.

Steve G: Okay. Could you just give us an overview of the solution and what it does?
Patrick: Yeah. So a customer either calls in or sends off an email or reaches out through our portal and initiates a case themselves and a case is created. This is saying that a customer has reported an issue to us, we need to start working it. So when that happens, it starts with information again about who the customer is, what the issue is and doing that. We get a resource assigned to it and we have an owner of the case, one of our team members. From there, they start working the case. They’ll have meetings with the customer and start reviewing the issue and they can add their tasks or their time that they spend on it.

So if I go and have an hour long meeting of doing investigation with a customer, I will track that time against my case. What’s really nice about WorkView is you have the ability to have filters that display related objects and related data, so you can just go into this one case and see that myself have added 15 tasks to it. And I can see a brief description of what that task is all in a very nice view for the end user. Somebody else may think, goes, “What was Patrick doing on this?” He can see that information.

So that’s the nice thing about WorkView’s database design is that you have these relationships. In there, as well, we also provide features to help solve cases faster, knowledge-based articles and other pieces of information that we have that might be related to the case. The customer has reported a Workflow problem, so here are useful resources to help with Workflow. Here are knowledge experts in Workflow throughout the company and then the list of employees. So it’s, here are other contacts for the company in case you need that.

It’s just we start listing data and bringing as much information as we can so that, with as few as clicks possible, people can get to that information and start working on issues faster. But at the crux of it all, it’s you open up an issue, you track your time and then you close your case, so it’s a pretty simple system on the surface with just a lot of bells and whistles so that we can do our job better.

Steve G: It sounds like a comprehensive, incident management solution that you model your data, you got process tasks, activities and documents all within one application. Now I know that you originally configured this solution. Could you tell us your approach to discovery implementation of rollout, what the process was like?
Patrick: Yeah. We actually had a pretty unique opportunity with our internal solution. That was Tom Hansel, the director, his mentality was, “I want the best solution for my team, not the fastest one.” And so as we were building it, we learned things about WorkView and made choices to tear down the golden idol and restart from scratch. Luckily, rebuilding is faster the second time and you learn things and you learn new approaches. But we took a very iterative approach on the first month or so, just trying to figure out what was best for us; trying to build something up quick to see if we liked it, showing it to a couple of people and really finding what was the best solution for us.

So it was a real joy to work on, that the priority was delivering the best product, not just under this time crunch of it’s got to be done by the end of the month. So because we had that flexibility, because we had CRM, which was doing just a fine job of keeping us going, we were really able to develop a custom solution that was best for us. Yeah.

Steve G: Excellent. So how long did it take you to implement the solution and get it into production?
Patrick: So like I said, that first month was playing around, discovering and figuring out what we wanted. Part of the go live in Customer Care and under Tom, we have three departments. And so internal IT, being the smallest department and the most flexible, was the first to roll out. That took about three months after the design and figuring out what we wanted to do and that was with, basically, me doing the only development. Tom helped out a bit, but between developing this and doing my normal work, it took around three months.

But if you were to compress it down where it’s just one person working full-time to it, it’s probably a month and a half, six, eight weeks to build that. Then, what was nice is, as we moved into the other departments, in moving into Customer Care, we were able to reuse a lot of that. So we were able to reduce that time to about three, four weeks, where we were actually building and making the modifications because that’s shared information and design between the different departments.

So all in all, between getting that minimum, viable product and then building that first couple ways of expansion, because we’re still continuing to develop on it today as new ideas. But really getting from NBP and diversion one was between six and eight months total across the three departments, but to stand up a single solution for the single department was about a month and a half. So not too bad, especially for one guy just plugging at it when he’s got time in between his other work and that’s what’s nice about it. Again, it’s quick to develop, quick to design and then it’s got an endless capacity to grow and change.

Steve G: Patrick, how is Workflow used when creating a ticket?
Patrick: Workflow is the backbone and brain of our system. It is the automation behind making lives easier for our employees. When we open a case or close a case, we send the emails automatically to the customer. When a task is added, if there’s other people working that case with them … So if I’m in escalation resource, I’ll get an email to say, “Hey, here’s the work that was done,” when we now use it for things like automatically assigning cases based on availability and skills and how many issues the person currently has with that customer.

So it’s really the man behind the curtain that just does anything that could be automated, we use Workflow to do that. We use it for notifications mostly, but again, just trying to make anything that can be offloaded to the system, we handle it in Workflow.

Steve G: It sounds to me like between WorkView, Workflow and all the other modules and that within OnBase, you got a feature for everything in the system.
Patrick: Yeah, it’s really nice. Again, we’re at the point now where when an end user says, “This is an idea we have,” it’s not a matter of can we do it, it’s what’s the priority on it? When can we implement it in things? Workflow’s incredibly powerful, WorkView’s incredibly powerful, but OnBase itself, it has over 200 modules that we can leverage to work with. And certainly, Workflow and WorkView are the forefront of all that, but it is an incredibly flexible tool, the integrations with Outlook, right?

We have integrations there where people can add and interact with their cases directly from their Outlook environment. So yeah, it’s an incredibly powerful tool, but it’s as powerful as you spend the time to make it.

Steve G: Hey, so Patrick, last question, then, for you would be what do you like most about using WorkView?
Patrick: For me, it’s the relationship of the data. WorkView is incredibly trusting of developers and says, I believe you know what you’re trying to do. I’ve worked with many applications and code bases that they really constrain the developer on what they’re able to do. But because of the nature of attributes and relationships between objects, it is confining in the fact that it says you need to work in these bounds. You have to only have one name on an employee record, for an example.

At first, that feels very limiting. But then you work with it a bit and it’s actually incredibly freeing because if you work inside of the confines, you can do whatever you want. And so it’s incredibly difficult for me to leave WorkView and go into things like documents or just working with scripts and other applications that aren’t as trusting of its developers. So that’s definitely my favorite part about working with it.

Steve G: Very powerful, it’s that data accessibility, right?
Patrick: Yeah. And again, just the accessibility and the trust in the developer to do what you want and it also comes with the power to mess things up, but that’s what testing’s for.
Steve G: Wonderful. Thank you, Patrick.
Patrick: Thank you, Steve.
Steve G: Yeah. Steve, I know you’re speaking more from an end user point of view and I’m interested in what you like most about your WorkView solution.
Steve M: Yeah, it’s a different point of view for me. I’m used to being on the other side of the table. But from my point of view, the thing I like most is we’re actually using the solution that we use to deliver our solutions to the customers. I’ve been in admin and been on the other side of the table developing Workflow mostly, not WorkView. But I like the fact that we’re using it. I like the fact that it’s flexible and the case management solution we’ve built is a thousand times different than what it initially was and has more feature functionality. From a Customer Care perspective, we have access to real-time case statistics. We can take a look by employee, by department, by team, how are we managing our cases?

How many cases does an employee have? Are we meeting our SLAs? Who’s the case crusher for last month? And we have a dashboard that shows the case crusher. That’s the technical engineer that’s closed the most cases in the month and for the quarter, they get a little, you know, attaboy, that’s actually friendly competition within the team as to who’s going to be the case crusher. So that’s a positive. And the fact that, as Patrick said, we’re able to modify and customize the solution to what our needs are and those needs change. So as they change, the solution’s able to change, so that’s another positive.

Steve G: Well, so as an administrative tool, very powerful. You’re using the solution, you’re living it every day, so when you’re supporting those customers, everybody, the whole team, they know the solution better than ever before. I mean, because they’ve been using it for such a long time.
Nathan: Then, Steve, real quick, I wanted to jump in. So what Steve sees and then what somebody like Patrick or a technical support engineer sees, it’s all within the same application, but what they see is going to be completely different, too. So Steve here, as the team lead, is going to have access to additional information that your regular support engineer won’t see or doesn’t need to see. So it’s not like we have to build up these two separate things. All we have to build the admin side and then we have to build the end-user side. It’s all and the same, it’s just we can really control who sees what, depending on what’s most important for them.
Steve M: Absolutely. There are a few more tabs on my cases than there are on our technical support engineers’ cases.


Steve G: So it’s pretty much the same interface, just you get access to some different information, based on your overall. Wonderful, Steve. What are your top three favorite features of the solution that you like, Steve?
Steve M: Oh, man. The best feature is a recent add. Well, it’s been a little bit of time. But it’s our auto case assigner. We get a tremendous amount of email into the inbox, a little less now with the portal. But it was a daily struggle day in and day out, who’s monitoring the email box and what are we doing with these cases and pay attention to the email inbox because we want to make sure we hit our SLA. And then who gets the case? Who’s the person next up to get the case? We implemented an automated process.

It’s not perfect, but it does all of that, creates the case, assigns the case to a technical engineer based on several pieces of criteria that are within the system. And the stress of monitoring the email inbox went away, so it’s been great. We’ve automated that, so it’s taken time away from cases to monitor it that now our engineers can put towards solving cases and getting those things resolved. Probably the next item with the solution would be case engagements. The team’s good but with over 200 modules, we can’t be experts in all modules and there are times when we need to pull in an expert from one of the other departments within ImageSoft.

That used to be an external email to say, “Hey, can we get someone to do this?” And then they would add themselves to the older system as a resource. Within our solution now, it’s type in the information about the case that you need assistance with and click a button and it sends the case to that department for assigning to an individual to work it. You see all of that within the view of the case. I have to give props to Nathan because he was the one that developed the case engagement process and it really has helped Customer Care get a resource quicker and be able to monitor and make sure that the cases progresses and closes more efficiently with all of it being in the solution.

Steve G: Wow. So the fact that you’re managing this now within OnBase, as opposed to external email and that it can be measured and acted upon and that, so it’s just a whole different level.
Steve M: Yes. Yes. I mean, we actually receive an alert if a case that we’ve escalated hasn’t been assigned, based on the severity or priority of the case within a certain time. I mean, if it’s a production down, it’s an hour and we’re getting an email, “Hey, this hasn’t been assigned.” If it’s a lower, it might be three or four hours. But we’re getting a notification without have to just constantly monitor. We know, hey, this hasn’t been assigned. We can reach out directly to LMA and the other departments, say, “Hey, folks, can you help us out and get this taken care of?” So it’s helped them out a lot.
Steve G: So a lot of automation, then, with those notifications.

Okay, so a lot of automation. Steve, is there anything that needs improvement, in your mind, with the solution?

Steve M: For me, when I’m looking at it, and this is really something, I think, we just haven’t, as an organization, prioritized. The information’s there, but it’s reporting over time and trends and being able to look at things, say, over the last year or over the last two years and determine where there are peaks and valleys, maybe, in the business where we need to staff up or staff down or whatever it may be. To query the production database for that can sometimes be taxing, so it’s getting that reporting database in place that has that data.

Because the data’s in our production database, but it’s getting the reporting database in place that we can get that query and run it and it’s not going to affect other departments or OnBase as a whole. That’s probably the biggest area for improvement. The other one, and it’s really kind of small, is on our case notes fields, people are used to copying and pasting. And the pasting of images doesn’t work as well in the notes fields. If you use the import tool that they have, it works very great. But just a right click copy, right click paste doesn’t always function as correctly.

That’s something that is beyond our control, so that’s something that Hyland’s working on, they’re aware of. I expect it to improve in the next iteration. We’re on, I think 18, is that correct, Nathan? I don’t know the exact version, but I think that will improve over the next iteration of OnBase.

Nathan: Yeah, we’re on 18. We’re going to be going to a much newer version soon.
Patrick: And Steve, I think I can speak for the team when I say a better spellcheck would also be a welcome change. But again, that’s outside of our control.
Steve M: Yep. Yep, that would be good. We have our own spelling chief that checks things for us.
Steve G: And just working with Hyland, you put in the enhancer request and Hyland puts in thousands of improvements each year into the solution, so it’s a continuous improvement. Thank you, Steve, for sharing that. Hey, Steve, how’s the customer experience been improved since moving to your OnBase solution?
Steve M: Since moving to OnBase, I think the improvement has been with the addition of our Customer Portal, the ImageSoft Customer Portal and its integration via the API with our solution. With the addition of the portal, customers have access to submit their own case, add tasks to the case, monitor their cases. They can even view knowledge-based articles that we’ve written about past issues that could affect them within the portal. I think that’s where most of the improvement has come is they have access to that.

Our previous solution wasn’t as robust as the portal is right now and it just helps with the communication. So a customer that’s busy doesn’t have time to get on the phone can log in, create a quick case and we can respond to that within our SLA without stopping what we’re doing or whenever the case comes in, it’s auto-assigned, one of our engineers receives it and they begin to work it. So I think that’s been the biggest improvement and it allows the customer’s management team to monitor and manage those escalated cases on their side, as well.

Steve G: Great. So it’s a self-service portal for the customer. They can go in there and do a lot of work just on their own, creating tickets, looking up information relevant to their case and things like that, so great. Hey, how about any metrics you can share with us-

… as far as measuring productivity improvement with the [crosstalk 00:26:53]?

Steve M: Sure. We’ve developed several dashboards to use that use information from the case management solution to provide us information. Just taking year-to-date information for this, my team itself has closed 917 cases. The average time to resolution is just over two and a half hours on average for a case. Looks like 30% of those were email, 21 1/2% were portal cases. The highest closure rate per day, I think, looks like we closed 18 in one day on two days over the course of this initial year.

And we can narrow that down. That’s the nice thing. I can filter that. That’s my team, but I could take a look at it from an individual perspective, go down to the specific employee or I could go up and look at it from Customer Care team two or for Customer Care as the department.

Nathan: And just to clarify, these dashboards that Steve’s referencing, it’s not some external tool that we use. This is OnBase that’s doing the reporting on its own data. So it’s, again, self-contained and it’s easy to set up. That’s a different webinar or a different podcast, but it is all the same tool.
Steve M: It is the same tool. It is all within OnBase and that’s the other piece. It’s all there for us. Another item that is helpful is OnBase, we’re talking about data points, but it does have documents in it and there are documents that are helpful to the TSCs. The case has a place for those documents when the case is created that a TSC has quick access to them. It’s a matter of two clicks and they can see an admin guide if it was created, a troubleshooting checklist, the MRG for the specific module that the issue is about. So it’s all right there within the one system for them.
Steve G: Excellent.
Patrick: And Steve, as well, one thing to touch on, on how you view WorkView objects without opening them as filters and the amount of filters we give our employees is very expansive so they can see my active issues, my recently closed issues. And moving around that to see what is relevant to them and only what’s relevant to them at that moment, I think it’s been a huge boon to productivity.
Steve M: I would agree. I would agree and the ability to create their own custom filter. Different employees work differently, so they can create their own custom filter to see the information how they work best.
Steve G: Terrific, terrific. How about surveys? Are surveys managed within OnBase, as well?
Steve M: They are. When a case is closed, a survey goes out to our customer to respond. I believe it’s an email and they click a link and get a little survey form and can let us know how we did, add a comment if they like. And that, when they hit submit, comes back into OnBase and we have a filter for surveys to take a look and it’s a measurement as to how many good or bad surveys we’ve gotten a month. So far, we’ve gotten all good, so that’s a good thing.
Steve G: Great. So you get that real-time feedback and you’re able to act upon it.
Steve M: Absolutely.
Steve G: And Steve, any future enhancements that you’re looking forward to?
Steve M: Yeah, we’re looking forward to the next iteration of the ImageSoft Customer Portal, which is going to expand access to the portal to include other ImageSoft departments such as accounting. So our customers can get their statements via the portal and see where they are at with their modules. It’s also going to expand the ability to interact with customer. I think there’ll be some more feature enhancements with the interaction. Right now, a customer can enter a task and it comes in. There may be a feature for some real-time interaction in the future right on the portal.

We also have in the works for the portal, which feeds into another piece of our application, a walk through for the solution health check. Right now, our solution health check specialist sends out a questionnaire to the customer via email of, “Here’s the pieces of information that we’d like to gather for your solution.” We’re working on making that a web-based walk through that the customer can just enter that information as they gather it into the portal.

It’ll populate into our solution and allow us to create their solution health check automatically with that information. So I think that’ll help with some efficiencies and cut down on the time spent on a Go To Meeting for the customers reviewing their solution as they do a dive into their system, looking for things to improve the stability and functionality of that solution.

Steve G: Exciting. Steve, you continue to innovate an already very impressive solution, so we got a lot to look forward to. Just keeps getting better and better.

Hey, it does. Yeah, thank you, Steve.

Nathan, I know that we run OnBase and all corners. At ImageSoft, you’re the OnBase administrator. Specifically, with Customer Care, how often do you get involved in administrating their solution?

Nathan: Sure. So with the exception of Steve Michelin, it’s not too frequently. They’re pretty tight; the solution’s pretty good. So when I do get something from them, a request, it’s usually along the lines of, “Hey, can you make this change real quick?” And I look at it and then it’s like 24 hours worth of development, so that’s mainly my interaction with Customer Care. It’s these large-scale enhancements that happen maybe once every couple of months they’ll come in. But other than that, they’re very, very pleased with the solution. I spend a lot more time with departments that are like a quarter of the size of Customer Care.
Patrick: And it doesn’t hurt that I still have the keys to the kingdom and so when minor things come up, I try to save Nathan the hassle. Though testing in prod isn’t the way anymore like it was back in the good old days.
Nathan: Yeah, it was the wild, wild west before I came on board.
Patrick: I was going to say something about taking OnBase professionals and then making them end users. They’re great at telling you the problem; they’re not great at telling you information about the problem.
Nathan: Correct. Yeah, so we probably are a high-volume user of the application. The highest, I would say. Maybe you and our Cloud Services department are the highest volume, for sure.
Steve G: And when you implement a change, they’ve got an enhancement and after they test it out and then to move it over and to migrate it over to a different environment, it’s a pretty straightforward process, then, Nathan?
Nathan: Yep. Yep. Yeah, I’ve got my processes set up and my documentation to where we can move it pretty quickly. And Hyland’s come out with some tools in the last couple years that makes migrating a lot easier than it used to be, so it’s pretty nice.
Steve G: Hey, great. Nathan, any down time in the past year or so at Customer Care experience?
Nathan: Other than me making a mistake and not following my change control and making a change in the middle of the day, we really don’t have down time at all. Not just with Customer Care, but across the entire solution. It’s very stable, it’s well run and Customer Care stays happy.
Steve G: Yeah.
Patrick OThe worst thing we’ve had is there was a day where a cert got removed that shouldn’t have and so we were down for maybe an hour. But again, our internal IT was on it so quick that it was … If an hour is the worst I can complain about in over a year, that’s a high praise to our internal IT team.
Steve M: Yes, they’re a very good group.
Steve G: That’s another testimony to using it across all of ImageSoft, just because we’ve got very demanding customers that need a high level of up time, so we should expect the same with our company. So, great that you’re doing such a wonderful job there, Nathan, keeping it up and rolling. Nathan, are there some particular business problems other OnBase administrators should be on the lookout for when they’re looking for WorkView opportunities?
Nathan: Yeah, definitely. I think there are a few, but the biggest one that I’ll highlight is designing yourself into a corner. Unfortunately, I think it’s a thing where you don’t really know what to look out for until you’ve already gone past the point of no return. So you also have to fail and do it once to learn from your mistake, but once you do, then you learn to take … Okay, I have a very broad picture of what I want to do with this specific solution. But at the same time, you’re able to see, okay, well, we may do this in the future.

And even if that may do this in the future doesn’t happen for a month, six months, a year or two years, whatever it may be, at least you’re going to have the ability to do that because you are able to look at that broad picture. I think Patrick would agree with this next statement, but we have a few designs that I would absolutely love to change and redo, but because we’re so deep into the system, the amount of work it would take would be astronomical.

So we have taken those experiences to say, “When we build something new, what might happen to this in the future?” Or, “How can we make small tweaks to it to make it a little more flexible down the line?”

Patrick: For sure, Nathan. I mean, and that’s what I was saying in the start. We took that very iterative approach in doing those and building up a good base. Some choices that were made pretty early on have been hugely impactful. But yeah, there are some unfortunate smaller things that we wish we could go back and redesign. But, at this point, a three year old system with a spider web of relationships between all the different classes, it’s not feasible.

But in the early days, if you’re willing to spend the time to say, “Oh, I’ve hit this wall. I need to redesign.” It’s worth it to lose a week to save yourself months in the future.

Nathan: Yep, completely agree.
Steve G: You love it, okay. How about a subject matter expert from a business unit without any development background. Could they configure a WorkView solution?
Nathan: Absolutely, 100% yes. When I moved over into my role about three years ago, I knew next to nothing about WorkView case management and I was able to quickly get up to speed. The interface is about 95% point and click, so it’s not like you’re going to have to know all this code to be able to implement stuff. I can code a little bit, a little bit of HTML, JavaScript, some CSharp, that kind of stuff, but I do not consider myself a programmer by any means. And I pat myself on the back a little bit here, I can really make a lot of really slick solutions without using any of that code. So you definitely don’t have to have a development background to do this.
Steve M: I’m in Nathan’s camp on that. You definitely don’t have to have it.
Steve G: Nathan, you had a huge impact on so many applications, our internal applications, so yeah, for not having a coding background, the way that you’ve helped out ImageSoft is so impactful. So, let’s see, last question I guess I’ve got for you, Nathan, is that do you have any suggestions for someone that’s interested in configuring their own incident management solution?
Nathan: Yeah, definitely. Our business development department, you can contact them and we’ve got some pre-built demos for some WorkView case management solutions. We can get them access to any of that as a starting point. I think Patrick mentioned or somebody mentioned it earlier in this, too, but Hyland has been putting a ton of work into the modules. So they’ve got some preconfigured solutions and they have excellent demos, as well. To give a little shout-out to myself, I’m a huge OnBase geek, like I said, so I’m happy to give demos.

If you want to contact me, give me an email, anything like that. Then lastly, outside of demos and things like that, I would be a little familiar with data modeling, to some basic concepts. Because at its core, that’s what this module is. It’s modeling data in the way that you want. So if you have a good foundation in that, it’s really going to help you start building your first solution quickly.

Steve G: Okay, fantastic. That’s great. So, yeah, Hyland’s got these prepackaged-type applications, help you get up and running as quickly as possible. So a good go-to source for that would be Community, if you’d like to learn more about those prepackaged applications?
Nathan: Yep, absolutely. On their products page, they should have it there.
Steve G: So guys, you are a fountain of knowledge. Thank you for your time. I took away, I got three key points, guys, I’d like to just run by you. I’m basically took down, OnBase is just like a Swiss Army Knife. You could do just about anything with it to digitally transform any kind of process bottleneck. And when used as a platform across departments like we do at ImageSoft, it dramatically improves overall efficiency within the organization. We’ve got all that cross departmental-type collaboration that takes place. Not only with us, but our customers, as well, we see that all the time.

And then two, second key point, is a subject matter expert from the business unit itself that understands the challenge best, they can configure the solution and I think that’s pretty huge. So instead of having just two options of building or buying a solution, there’s that third option. If you’ve got this platform, you could just configure your solution.

And then lastly, as you pointed out, Nathan, OnBase has got all these prepackaged solutions to get you up and running as quickly as possible. So incident management is just one, but there’s a host of other ones out there to cut down on implementation costs. So guys, Patrick, Steve, Nathan, thank you for being on the call today. It’s been a wonderful discussion. I’m so impressed with all the work that you guys have done.

And for our listeners, we appreciate you downloading this podcast. If you’d like to learn more about ImageSoft, please visit our website at imagesoftinc.com. So this concludes our podcast. Thank you and have a great day.

Thanks again for joining us on this podcast. To learn more about ImageSoft, please visit imagesoftinc.com. That’s imagesoftI-N-C.com. If you haven’t already done so, be sure to subscribe to Paperless Productivity where we tackle some of the biggest paper-based pain points facing organizations today. We’ll see you next time.


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