In the course of doing some work for one of our partners – we were asked to take a look at the existing workload for their ECM team. This particular ECM team has done a great job maintaining and integrating ECM components from a variety of vendors. As typical in such an environment – we found that everyone on the team had primary support duties for at least one component, and was involved in customer support issues or updating /enhancing one or more of the company’s ECM products on pretty much a daily basis. Continue reading
I love electronic forms!
I love being able to not just fill out, but also submit forms electronically either from my PC or my tablet. It’s easy to change information if I mistype something or need to change information. With paper forms, you typically have to reprint the page and enter in all the information again. I can’t tell you how many times I’ve screwed up filling out a paper form and had to redo it. There’s also something nice about being able to click the “Submit” button at the end and not have to print and mail a document in and double-check to make sure it was received on the other end a few days later.
I’ve noticed that more companies and organizations are turning to electronic forms for both consumers and constituents. Users can fill out forms and attach relevant documents or information to the form and in some cases, even sign the form right then and there, no printing necessary! Continue reading
As a Project Manager at ImageSource, it is my job to educate and guide stakeholders to the best solution based on budget, timelines and requirements. Having previously worked as a consultant at ImageSource, I’ve worked with the stakeholders of an organization to outline the scope of an Enterprise Content Management (ECM) solution for their business. During this process, our project management team conducts interviews of the users as well as workshops. The workshops help to demonstrate what is necessary for the organization to become more efficient rather than having unnecessary features, which, at times, can cause more work. As ECM technology continues to advance, more and more features become available and included in products. During the workshops, stakeholders must make tough decisions on what features are needed verses those that would just be nice to have.
Once these requirements are identified, our next objective is to review the products available, such as ILINX, IBM and Oracle, that will cover all the features the business needs to become more efficient. Currently on the market are several out-of-the-box software options that may fulfill some of the requirements needed. However, most organizations, small or large, have business processes that are unique and require configurable workflow options, database links and/or specific security requirements. Software that has this functionality ranges in licensing costs, software costs and implementation costs. It is important to have the requirements clearly identified from the beginning so that when the organization begins to review the software demos and proof of concepts, the best and most cost efficient solution is selected.
The Project Management Institute held a conference today called “Project Management Success: A View from the Future”. The keynote speaker, Jim Highsmith, an Agile thought leader and executive consultant at ThoughtWorks, Inc. posted a slide asking the question “Does Agile Foster Innovation?”
The slide referenced these items about the company Salesforce.
- Ranked #1 innovator by Forbes magazine 2011, 2012, 2013
- Ranked #2 innovator by Forbes magazine 2017
- 5 year average sales growth – 39.5% (2012)
- 5 year average net income growth – 78.7 (2012)
- 140 Agile teams in 2011
- Per Steve Green , VP technology program management
- Agile 7+ years
- All in approach (25 teams to start)
- Other departments (R&D, Operations, Marketing)
- Over 100,000 automated acceptance tests
- Steve Green – ” Agile is the foundation of our innovation”
What are your thoughts on this? Do you use Agile methodologies in your company to manage projects? Is your company more or less innovative using Agile methodologies?
Al Senzamici, PMP
Great support is a must for any business and Customer Service 101. Automated support is great if you want to pay a bill with a credit card or check the balance of an account, but when you have an actual issue you need assistance with, automated support is the LAST thing that I know I want. You call the number, have to start pressing buttons and then keep getting dumped into various queues, and then when you actually do reach someone, sometimes you explain your issue, and then you get transferred 10 times until you reach the right person. I honestly dread calling any company or organization where I know this happens, because I know it’s not just a quick 5-10 minute call. It always ends up being 30 minutes to an hour of my time at least!
That’s one of the things that I think is so awesome about the Support Team here at ImageSource. Our customer partners can put in a support ticket via the website with information about the issue they are having and a live human being from our Support Team will call them to help work through the issue. The team can chat with the customer over the phone or even set up a WebEx session to dial-in and see what’s going on. What’s even more wonderful about working with so many great organizations in the Olympia area, if the issue can’t be resolved over the phone and/or over a WebEx session, a technician can be onsite relatively shortly to assist. How cool is that?!
On top of all that, there is always someone from our Support Team on call 24/7. So if a customer partner has an issue in the middle of the night that needs immediate attention, someone is always on call if the need arises!
ImageSource’s Support Team is very knowledgeable on a number of different content management products, from capture software to eForms to records management and everything in between.
So if you’re having an issue, don’t be afraid to reach out. You’ll get to talk to a human and you won’t be put on hold for an hour…
We’re going to add one more item to our pre-ECM project checklist:
1) Where should we store our content?
Database storage used to be expensive. In the 1950’s, the cost per megabyte of storage exceeded $10,000/MB. Today, the cost has dropped to a few cents. Not only have storage costs dropped, so have memory costs as they have followed the same price drop as storage. Taking advantage of lower costs; most DB manufacturers have begun offering high performance in memory databases (IMDB – In-Memory Database).
From an ECM perspective; because of the higher database costs, content storage solutions were designed to use databases to store only the metadata or the index values associated with content, and the actual files and documents were stored on cheaper file storage devices. While lowering costs, this approach meant that ECM solutions were forced with managing, synchronizing, backing up, and designing applications where index values were one place and the actual documents, audio/video files were somewhere else. Continue reading
I recently watched a segment on King 5 News around how some government agencies are using legacy systems for their day-to-day work. The article was highlighting the software program used at the Department of Licensing to process vehicle registrations, however, there are a number of additional agencies that are using legacy programs and platforms for their day-to-day processes. The segment went on to discuss how expensive it would be to update all of those systems. Continue reading