![\"Tony](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/tony-257x300.jpg\")
Tony Stamps
Protected Trust<\/p><\/div>\n
There\u2019s also a continued interest for line-of-business integration as well as concerns regarding how the document management solution can help them handle their workflow. \u201cOf course most customers don\u2019t understand what they don\u2019t understand about workflow,\u201d acknowledges Stamps. \u201cThey ask, \u2018Do you have workflow?\u2019 Of course the answer is, \u2018Yes.\u2019 Then the question becomes, \u2018What kind of workflow are you looking for? Is it an automated rules-based workflow or is it a manual delivery system or workflow application?\u2019.<\/p>\n
As customer expectations evolve, so do document management product offerings and Protected Trust will soon be releasing Version 5 later this year. \u201cIt will be browser agnostic and will have more of a 2007\/2010 Windows look and feel,\u201d says Stamps.<\/p>\n
Andrew Ritschel, president of Electronic Office Systems<\/strong> in Fairfield, NJ, has found that customer expectations are across the board. \u201cI\u2019ve had prospects\/clients interested in acquiring a document\/content management system that did not have a concrete understanding of what they should do or could do implementing it in their businesses. And I\u2019ve had prospects and clients know exactly what they wanted to use it for and how to get it done. Most people are the former.\u201d<\/p>\n Delving deeper into customer expectations, Ritschel has found a common need and a common request of customers currently using a document management solution is script writing.<\/p>\n \u201cVendors such as Square 9 (SmartSearch) have created powerful, scalable software modules,\u201d adds Ritschel. \u201cWith all of the variables contributing to what should be sold, I find that unless you are selling packages and working in this space every day, you are falling behind the technology curve. We have reached the point where we now do online demonstrations via our supplier who follows up with the online and phone call qualifying, followed by proposal generation. We then do the closing while our software manufacturer handles the delivery, installation, and training.\u201d<\/p>\n Scott Worroll, marketing manager with Square9 Softworks<\/strong>, is seeing more folks interested in going beyond the initial stage of scan, store, retrieve. \u201cWhen the document management trend first started that\u2019s what they were looking at,\u201d he says. \u201cNow more people are looking for ways to automate their workflows. Document workflow is a big piece of what we\u2019re selling.\u201d<\/p>\n Besides workflow, Square9\u2019s customers are also looking for line-of-business integration. \u201cThey\u2019re looking for that direct integration between our SmartSearch product, for example, and other products like Salesforce and Quickbooks so they don\u2019t have to be flipping back and forth between different programs and can access everything in one location,\u201d notes Worroll.<\/p>\n Andrew Ritschel He\u2019s also found that customers are more knowledgeable about document management. \u201cPeople have been doing their homework before they contact us and using industry terminology,\u201d reports Worroll. \u201cI see them spending an enormous amount of time on our Website watching videos, downloading the data sheets, really reading through the content before reaching out to us. They\u2019re more knowledgeable than they were two or three years ago.\u201d<\/p>\n Meanwhile, over at DocuWare recent<\/strong> customer surveys yield some interesting results. For instance, customers actively seeking a document management solution are looking for a solution to eliminate the time-consuming process of hunting for documents. Overall, however, expectations are simple.<\/p>\n \u201cExpectations were based on the premise that there must be a better way to improve their processes and handle their documents,\u201d notes Thomas Schneck, president for DocuWare. \u201cWe also see a lot of motivation from the C-level people who want to relieve employees from this burden.\u201d<\/p>\n DocuWare customers are also looking for a solution that allows them to focus on their core competencies, which leads to payoffs such as enhanced customer service, better accounts payable processes, and increased cash flow. \u201cNobody gets hired to shuffle paper and people realize that,\u201d adds Schneck. \u201cIf they can remove that task from people they can then focus on their core business and their core competencies at the individual level. That\u2019s what people understand.\u201d<\/p>\n Overall, Schneck sees expectations evolving, but the initial expectations still center around dealing with the basics first, then expanding into workflow, integration with their ERP, and connecting it to mobile applications. But by and large, document management providers have some explaining to do.<\/p>\n Scott Worroll Meanwhile, over at DocuWare recent<\/strong> customer surveys yield some interesting results. For instance, customers actively seeking a document management solution are looking for a solution to eliminate the time-consuming process of hunting for documents. Overall, however, expectations are simple.<\/p>\n \u201cExpectations were based on the premise that there must be a better way to improve their processes and handle their documents,\u201d notes Thomas Schneck, president for DocuWare. \u201cWe also see a lot of motivation from the C-level people who want to relieve employees from this burden.\u201d<\/p>\n DocuWare customers are also looking for a solution that allows them to focus on their core competencies, which leads to payoffs such as enhanced customer service, better accounts payable processes, and increased cash flow. \u201cNobody gets hired to shuffle paper and people realize that,\u201d adds Schneck. \u201cIf they can remove that task from people they can then focus on their core business and their core competencies at the individual level. That\u2019s what people understand.\u201d<\/p>\n Overall, Schneck sees expectations evolving, but the initial expectations still center around dealing with the basics first, then expanding into workflow, integration with their ERP, and connecting it to mobile applications. But by and large, document management providers have some explaining to do.<\/p>\n Thomas Schneck \u201cWe discussed that with them in the past, but they didn\u2019t really want it, now they do,\u201d adds Marsh.<\/p>\n Many RJ Young customers are also looking for a solution that will help them adhere to compliance standards, such as HIPAA or Sarbanes-Oxley as well as ease of use and ease of administration.<\/p>\n As far as whether or not customer expectations are realistic, RJ Young\u2019s customers tend to fall into two camps, either very realistic or very unrealistic. \u201cThere aren\u2019t many in the middle,\u201d says Marsh.<\/p>\n Those with realistic expectations obviously want a simple process and for RJ Young to take charge, which usually involves setting the expectations and working with the customer to make sure the implementation goes well. For those he deems very unrealistic, it\u2019s primarily because they don\u2019t understand what it takes to implement and administer a document management system. \u201cWe\u2019re not being beholden to one system and have multiple document management solutions and are able to speak to that point effectively. From a document management standpoint that is probably one of the biggest hurdles to overcome\u2014identifying your customer and all the people involved and setting the expectations realistically on the front end,\u201d emphasizes Marsh.<\/p>\n Catherine Ramos<\/strong>, product manager and director of vertical marketing operations for Laserfiche, has found that customers want a document management system that\u2019s quick to deploy and configurable. As others have noted, they also expect their document data to be integrated with their line-of-business applications.<\/p>\n Tom Davis \u201cThe document management system needs to be built on an open architecture, straightforward to integrate, and needs a point and click interface for integration,\u201d notes Ramos. \u201cWhen I say integrate, I\u2019m not only talking about a SDK that\u2019s well documented, but more of this point-and- click interface where they can push and pull information between databases. Integration is things that can be deployed in hours or days, not weeks of custom coding and creating customer applications.\u201d<\/p>\n Laserfiche customers are also looking for pre-wrapped Web components that they can merge with their outward facing portals so that it looks similar to the rest of their site.<\/p>\n Storage and retrieval remains a common need. \u201cWe\u2019re always going to have that need for storage and retrieval, but Laserfiche customers are using document management to automate business processes like contract management, accounts payable, and HR on-boarding,\u201d explains Ramos.<\/p>\n Ramos sees the consumerism of IT as a driving force behind these trends and others. \u201cIt\u2019s definitely driving the way IT is deploying their document management systems. People internally and externally have these expectations of how it interacts with technology. They\u2019re coming to work with their tablets and smart phones and they use these apps every day and expect a seamless instant gratification and to receive information quickly.\u201d<\/p>\n For example, financial planners want 24-hour access to their records over the Web, and beyond that they want to access it on their mobile phone. \u201cBeing able to provide this content in a format that is consumable is a lot of what\u2019s driving these expectations and changes,\u201d notes Ramos.<\/p>\n Matt Marsh When it comes down to customer expectations, what Bruce Malyon, president of MaxxVault is seeing is that everybody wants instant gratification. \u201cThey want a tool that has instant information capture and access, they want a software solution that is plugged in at their desktop, mobile devices, e-mail application or line of business applications,\u201d reports Malyon.<\/p>\n \u201cThat\u2019s where the market is headed. Any MFP company can scan to a network folder and any document management company can work with a copier or scanner and get it into the system.\u201d<\/p>\n Because those applications are only part of a document management solution, Malyon says that \u2018document management\u2019 is a term that MaxxVault is using less and less. \u201cIt\u2019s \u2018information management\u2019 or \u2018enterprise information capture\u2019 because that\u2019s really what we\u2019re doing.\u201d<\/p>\n A perfect example is a large MaxxVault <\/strong>client with more than 2,000 users. Here, it\u2019s less about traditional routing workflows and more about interfacing with their large business applications and capturing information rather than scanning and storing documents.<\/p>\n Catherine Ramos \u201cThat\u2019s where we see the industry going,\u201d states Malyon. \u201cThey want tight integration with the tools that they\u2019re using on a daily basis and it has to be simple to use.\u201d<\/p>\n One of the things that MaxxVault has is the ability to take any MFP that scans to an IP address and have that go directly to the cloud or from a tablet to the cloud. \u201cThey want ease of use,\u201d states Malyon. \u201cIt\u2019s great that we have a full-featured Web client; but again, they\u2019re not worried about that, they want to access their information through line-of-business applications or mobile devices.\u201d<\/p>\n Malyon acknowledges that every document management solution at its core has the fundamentals\u2014scan, index, search, and security markups. \u201cWe want to be their enterprise capture system, their enterprise workflow system. That\u2019s where everybody is headed. Everybody pitching scan, store, retrieve is dead; you might as well be pitching a $1,000 product because there\u2019s tons of products out there that are $1,000 or $2,000 that do that.\u201d<\/p>\n While expectations and the perception of document management are changing among end users, it\u2019s also changing on the reseller side, or at least it should, according to Malyon. He recommends that dealers embrace the concept of \u2018information management\u2019 when marketing these products. \u201cAny dealer that embraces the fact that document management encompasses more than scanning is going to do a lot better than a traditional dealer who just focuses on \u2018I need to scan and store it somewhere.\u2019\u201d<\/p>\n Bruce Malyon There\u2019s no shortage of document management solutions on the market. And there\u2019s no shortage of organizations that can benefit from those solutions either. But what do customers expect from a document management solution and how is that changing? Observations from three dealers and five document management solutions providers offer answers. Tony Stamps, director of business development with Protected Trust, formerly DocuLex, feels that customer expectations remain consistent with what expectations have been over the past few years. \u201cThey\u2019re looking for more automation in terms of indexing and tagging their documents and a seamless solution that will help them reduce the amount of indexing they have to do today.\u201d There\u2019s also a continued interest for line-of-business integration as well as concerns regarding how the document management solution can help them handle their workflow. \u201cOf course most customers don\u2019t understand what they don\u2019t understand about workflow,\u201d acknowledges Stamps. \u201cThey ask, \u2018Do you have workflow?\u2019 Of course the answer is, \u2018Yes.\u2019 Then the question becomes, \u2018What kind of workflow are you looking for? Is it an automated rules-based workflow or is it a manual delivery system or workflow application?\u2019. As customer expectations evolve, so do document management product offerings and Protected Trust will soon be releasing Version 5 later this year. \u201cIt will be browser agnostic and will have more of a 2007\/2010 Windows look and feel,\u201d says Stamps. Andrew Ritschel, president of Electronic Office Systems in Fairfield, NJ, has found that customer expectations are across the board. \u201cI\u2019ve had prospects\/clients interested in acquiring a document\/content management system that did not have a concrete understanding of what they should do or could do implementing it in their businesses. And I\u2019ve had prospects and clients know exactly what they wanted to use it for and how to get it done. Most people are the former.\u201d Delving deeper into customer expectations, Ritschel has found a common need and a common request of customers currently using a document management solution is script writing. \u201cVendors such as Square 9 (SmartSearch) have created powerful, scalable software modules,\u201d adds Ritschel. \u201cWith all of the variables contributing to what should be sold, I find that unless you are selling packages and working in this space every day, you are falling behind the technology curve. We have reached the point where we now do online demonstrations via our supplier who follows up with the online and phone call qualifying, followed by proposal generation. We then do the closing while our software manufacturer handles the delivery, installation, and training.\u201d Scott Worroll, marketing manager with Square9 Softworks, is seeing more folks interested in going beyond the initial stage of scan, store, retrieve. \u201cWhen the document management trend first started that\u2019s what they were looking at,\u201d he says. \u201cNow more people are looking for ways to automate their workflows. Document workflow is a big piece of what we\u2019re selling.\u201d Besides workflow, Square9\u2019s customers are also looking for line-of-business integration. \u201cThey\u2019re looking for that direct integration between our SmartSearch product, for example, and other products like Salesforce and Quickbooks so they don\u2019t have to be flipping back and forth between different programs and can access everything in one location,\u201d notes Worroll. He\u2019s also found that customers are more knowledgeable about document management. \u201cPeople have been doing their homework before they contact us and using industry terminology,\u201d reports Worroll. \u201cI see them spending an enormous amount of time on our Website watching videos, downloading the data sheets, really reading through the content before reaching out to us. They\u2019re more knowledgeable than they were two or three years ago.\u201d Meanwhile, over at DocuWare recent customer surveys yield some interesting results. For instance, customers actively seeking a document management solution are looking for a solution to eliminate the time-consuming process of hunting for documents. Overall, however, expectations are simple. \u201cExpectations were based on the premise that there must be a better way to improve their processes and handle their documents,\u201d notes Thomas Schneck, president for DocuWare. \u201cWe also see a lot of motivation from the C-level people who want to relieve employees from this burden.\u201d DocuWare customers are also looking for a solution that allows them to focus on their core competencies, which leads to payoffs such as enhanced customer service, better accounts payable processes, and increased cash flow. \u201cNobody gets hired to shuffle paper and people realize that,\u201d adds Schneck. \u201cIf they can remove that task from people they can then focus on their core business and their core competencies at the individual level. That\u2019s what people understand.\u201d Overall, Schneck sees expectations evolving, but the initial expectations still center around dealing with the basics first, then expanding into workflow, integration with their ERP, and connecting it to mobile applications. But by and large, document management providers have some explaining to do. Meanwhile, over at DocuWare recent customer surveys yield some interesting results. For instance, customers actively seeking a document management solution are looking for a solution to eliminate the time-consuming process of hunting for documents. Overall, however, expectations are simple. \u201cExpectations were based on the premise that there must be a better way to improve their processes and handle their documents,\u201d notes Thomas Schneck, president for DocuWare. \u201cWe also see a lot of motivation from the C-level people who want to relieve employees from this burden.\u201d DocuWare customers are also looking for a solution that allows them to focus on their core competencies, which leads to payoffs such as enhanced customer service, better accounts payable processes, and increased cash flow. \u201cNobody gets hired to shuffle paper and people realize that,\u201d adds Schneck. \u201cIf they can remove that task from people they can then focus on their core business and their core competencies at the individual level. That\u2019s what people understand.\u201d Overall, Schneck sees expectations evolving, but the initial expectations still center around dealing with the basics first, then expanding into workflow, integration with their ERP, and connecting it to mobile applications. But by and large, document management providers have some explaining to do. \u201cWe discussed that with […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1649,1814,1641],"tags":[],"_links":{"self":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/9278"}],"collection":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=9278"}],"version-history":[{"count":12,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/9278\/revisions"}],"predecessor-version":[{"id":9299,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/9278\/revisions\/9299"}],"wp:attachment":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=9278"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=9278"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=9278"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Andrew](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/andrew.jpg\")
Electronic Office Systems<\/p><\/div>\n![\"](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/scott-224x300.jpg\")
Square9<\/p><\/div>\n![\"Thomas](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/tom.jpg\")
Docuwar<\/p><\/div>\n
\nEither way, RJ Young has found they can handle either customer\u2019s expectations.<\/p>\n![\"Tom](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/davis.jpg\")
Fraser-ais<\/p><\/div>\n![\"Matt](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/matt.jpg\")
RJ Young<\/p><\/div>\n![\"Catherine](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/cat.jpg\")
Laserfiche<\/p><\/div>\n![\"Bruce](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2014\/11\/bruce.jpg\")
MaxxVault<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"