Monday, May 8, 2017

Game Changer for Credit Unions, Loan Servicers and the Banking Industry - ShareBase EFSS by Hyland

The Problem
In today’s loan origination climate, it is more competitive than ever for lenders - yet, the regulations and oversight have not at all eased for the financial institutions.  The ability to share content quickly originating from the commercial or retail consumer, lender, loan servicers, QA, or internal/external auditors, etc. is a growing need – as is the need to share it securely.  Using encrypted email as a means of sharing creates a number of hassles and challenges for all parties involved  and encrypted email doesn't work very well when it comes to the mass distribution and/or collection of data and documents.  SFTP (secured file transfer protocol) is an IT driven solution and again, for the layman, it isn't deemed the most user-friendly of options.

Typical internal IT infrastructure requirements and investments that are needed to provide document sharing capabilities include:
  • Storage Area Networks (SANS)
  • VM shells
  • Operating systems, hotfixes, patches, etc.
  • SFTP services
  • Firewall rule/ Encryption keys
  • Backups and Disaster Recovery Plans
  • And more...
Is there a better alternative to all this IT driven infrastructure, non-user friendly encrypted email and/or SFTP (secured FTP) available in the market that will meet the needs of the fiercely competitive lending market without comprising security while satisfying the internal and external regulatory and compliance mandates?

Practical and Affordable Relief
Banks, Credit Unions and Loan Servicers, can now consider a viable alternative available in the marketplace that offers secure, bi-directional file sharing in the Cloud providing 24 x 7 access for their commercial and retail customers.  And, they can achieve all of this new capability using a rapid application deployment approach that is unmatched in the industry while simultaneously freeing their internal IT staff from laborious, complex, infrastructure deployment hassles - typically fraught with lengthy, costly delays and oversight.

Document sharing in the loan origination marketplace many times originate with e-signature enabled PDF documents (available from DocuSign) such as the Initial Truth in Lending Disclosure process.  However, document sharing does not stop at the disclosure; it further extends to the loan funding, post-closing, trailing documents, HMDA reporting processes and beyond.  With the emergence of EFSS (Enterprise File Sync and Share) products such as ShareBase by Hyland, all of these document types and more – which can originate from various sources, at different points of time, containing PII (personal identifiable information); - can now all be easily and securely shared outside of the lending institution’s firewall.  Email becomes simply the notification tool directing the recipient where the content can be accessed securely in the Cloud.

ShareBase is hosted in a purpose built, private cloud specifically designed for content management in Hyland's data centers that are strategically located across the globe. Your organization will know exactly which region and datacenter your content is located and where it is also backed up.  Because ShareBase is hosted in a purpose built, private cloud, you can be assured your organization’s data will never be co-mingled with other client data and that it is protected with an encryption key that is unique to your organization.   

Employee turnover can create a challenge as well for organizations - especially when content has been shared outside of the organization.  When using ShareBase, your organization retains control of all content being shared.  That means your organization can easily transfer ownership of shared folders when employees change roles and easily revoke rights when employees leave the organization.   Active Directory integration is available as well.   

Integrating your existing internal business workflow process with the ShareBase cloud is generally a breeze.  ShareBase offers a RESTapi that allows third party applications such as CAPSYS CAPTURE to directly provision populate, assign security rights, etc. to folders and documents in the ShareBase EFSS cloud.  Folder and document names are set using index values created during the capture process and through automation processes such as barcode processing or web DB lookups thus, become dynamically generated and subsequently are passed along through the RESTapi.  Our development team found this integration process to come together quite nicely in a very reasonable period of time.  The RESTapi services for ShareBase from Hyland are well documented.  The RESTapi integration with CAPSYS allows firms like ours to share documents without the need for the traditional, core OnBase offerings - automatically and according to business rules defined in our capture workflow process.  In the world of mortgage processing, the concept of trailing documents are a common challenge and getting that content properly captured, classified, indexed and quickly moved to corresponding EFSS folders quickly is a must and CAPSYS CAPTURE’s collection of extract, transform and load technologies coupled with ShareBase fulfills those needs.

Hyland also offers “ShareBase Interaction with OnBase” which provides previously developed and mature internal workflow processes used to underwrite paperless loans that can automatically provision secured and trackable EFSS (Electronic File Sync and Share) folders with necessary disclosure and loan documents that adhere to the credit union/bank loan origination process.  Actions such as creating the folder, populating the folder, setting access rights, including moving disclosure and loan documents outside of the bank’s brick and mortar to the secured cloud, notifying appropriate parties through email that the loan portfolio is available for their review and signature are all now entirely possible with ShareBase Interaction with OnBase.  

Read about how ShareBase from Hyland was deployed to solve real world external sharing challenges with their credit union partners while relieving some IT stress and simultaneously supporting compliance mandates by clicking here.

Document sharing is a two way street.  Retail or commercial customers can quickly add their own collection of documents to the initial loan package such as W2’s, Tax Returns, Employment Verification, etc.   Commercial customers could add quarterly statements, personal financial statements, year-end personal and corporate tax returns and upon submission of those documents. ShareBase Interaction with OnBase can monitor a folder for new incoming document additions, triggering an ingestion process to kick into gear and route those newly submitted documents into the Credit Union or Bank’s workflow and capture process for continued downstream processing.  The net result is you have a fully functional, bi-directional, safer and more secure alternative to sending documents through email systems or consumer grade, public cloud file sync and share services.

Some of the other noteworthy benefits of ShareBase that are noteworthy to mention include:
  • Easily transfer ownership of shared folders when users change roles and easily revoke rights when users leave
  • Provides an audit trail to see who has accessed what and when
  • Retain control over what documents get published outside of the organization
  • Very affordable, unlimited amount of storage, no storage fees
  • File sizes and file types are unrestricted
  • No software or licenses needed for recipient / external access
  • Licensed users can obtain a mobile version that allows your mobile device to not only browse and view folders and documents, but also contribute content from your mobile device such as documents, pictures, videos, etc.
    In summary, if you desire end-to-end, industrial strength EFSS that can be integrated with existing systems using RESTapi services, while providing a comprehensive bread crumb trail, well you got it with ShareBase.  Questions or comments? Feel free to drop me a note below!

    Best,

    Paul

     

    Wednesday, November 9, 2016

    What You Don’t Know about Case Management Could be Hurting Your Business




    What You Don’t Know about Case Management
    Could be Hurting Your Business

    By Paul Szemplinski, Co-Founder and CEO,
    CAPSYS Technologies. 


    Today, only a mouse click separates you from a problem your customer may be experiencing. And usually that click is an email message – the preferred method of communicating.

    A customer email is a signal for help and an opportunity to build your relationship.  If your response exceeds expectations, chances are you have retained the customer and increased loyalty.  If email messages are not responded to promptly, or in a way that exposes your company as inefficient, your reputation is at risk.

    In an era where customer satisfaction is expressed on social media, how your business processes email must reflect this new reality. 



     
     


    Enter Case Management – something that exists at every company that interacts with customers over email – whether it’s called ‘case management,’ customer service or incident management.

    Email systems by themselves are not an effective tool for managing customer service.  Here’s why:
    • Emails that go into one Inbox are only visible to the employee with access to that Inbox. 
    • Decision-makers may not know about the email and the issues contained within, how or if it was responded to.
      “Case Management software acts as a workflow engine, automating cases more efficiently than emails.”



     
    •  A single employee or manager can’t get a holistic look at the totality of interactions the client might have had with the various segregated departments within the organization. 

    Senior managers now face the question of how to reconfigure the enterprise to efficiently and effectively respond to the growing volume of customer emails, and their service expectations. Increasing server capacity is a common solution.  Yet the inherent open-ended nature of email requires more than adding capacity and better “managing” the Inbox.  


    The Case for Case Management Software

    Case Management is a software module added on top of an existing enterprise content management (ECM) system that is also integrated with an organization’s main line of business system (such as SAP, JD Edwards, Microsoft Dynamics, etc.). It acts as a workflow engine that automates and moves each ‘case’ throughout an organization in a more efficient and effective manner than can be accomplished through individual emails.

    Before the module is added, current steps taken by staff, and the systems for handling incoming emails, are reviewed in detail.  These interactions are then mapped to the Case Management software:

    • Who is responsible for various types of incoming ‘cases’ – this may be an Inbox, or a reply to a “Contact Us’” link on your website
    • How your company is now managing these inputs
    • How different issues are categorized
    • What action staff members take for each category, such as a new order, a compliant; checking the status of an order, etc.
    • How they are monitored, measured and held accountable to ensure proper handling

    An important part of any ECM system, especially with a Case Management module, is how data and documents are captured. Most companies deal with multiple document types: Word, Excel, PDFs, and TIFF files. Disparate file types can, however, present a problem to ECM systems. 

      “Everything related to a case is automatically assembled, providing a complete, 360 degree view of the incident or case."

                                                                          

     

    Some document capture systems, such as CAPSYS CAPTURE ONLINE, will ‘normalize’ or standardize the content into one consistent format (PDFs only, for example) as well as extract pertinent meta-data and content applicable to the case issuer. Having a standard format enables all data to be more easily handled. 
     
    Without normalizing content, you can imagine the inefficiencies:  Say a customer sends multiple file formats with an email.  Staff must either save or print out each file and tie them to a customer record, then pass all of this on to the appropriate person to handle.  This process likely will also require users to log into other line of business systems to research transactions, such as order history, credit information, returns, purchase orders, packing slips, etc.

    By contrast, with normalized content, the files move seamlessly to the Case Management module, and are ready to be acted upon.  All the prior case history is automatically pre-fetched and assembled in a logical manner, giving the case manager a complete, 360 degree view of the incident or case.  

    Once all the files are standardized and the Case Management module is up and running:
    ·          
    • As soon as an email hits the Inbox, it is taken out of the email box and placed into the Case Management software
    • A ticket or case management tracking number is automatically assigned, and used thereafter throughout the process 
    • The email and its associated attachments are automatically converted or normalized (into perhaps PDF form) so the ‘case’ and its associated attachments are completely visible to the entire group that handles inquiries
    • The proper workflow for each type of ‘case’ is then initiated by the case management automation software 
    • Users can now easily access all the related data and any attachments, then interact with different internal systems (orders, credits, shipping, etc.) to take the appropriate action -- all with supervision and oversight to ensure quality customer service is maintained 

    Integration between internal systems in one place empowers staff to work smarter, providing a 360 degree view into all the information needed to make decisions.


      “Unlike email, Case Management software gives management a dashboard tool with a graphical view of staff actions, processes, systems and outcomes.”


     

    Email Can’t Provide Operational Metrics, and Other Benefits

    Unlike email, Case Management software gives management a dashboard tool with a graphical view of staff actions, processes, systems and outcomes.  For instance, the software can report how many complaints were received; the number of customer issues employees handled; and the metrics on completed cases.

    Overall, the software becomes a performance measurement tool, enabling your company to offer the right level of service, targeted to the right areas, in the most cost-efficient manner.
    Through an ECM system configured with document capture that normalizes all content and a Case Management module, business managers can create competitive advantage on a number of fronts:  

    • Simplified process for handling emails.  Customers experience a speedy response by an empowered staff that says, “We care”
    • Fast and easy access to all the documents, data and process events required for accurate decision making.  It is all there on one screen, creating a truly holistic approach to customer service 
    • Faster incident resolution and more comprehensive investigation of complaints 
    • Rapidly resolve issues, track customer information and manage relationships 
    • Significant enhancement of customer satisfaction and your company’s reputation for service

    All in all, adding Case Management software means you’ve got a better way to get work done.  Integrated with other internal systems, it’s a fast and simple approach to enhancing service. 

    #   #   #

    Contact CAPSYS Technologies or Integrated Document Technologies, Inc. today to learn how Case Management solutions can help your business.  

    Learn more at www.capsystech.com or www.idt-inc.com



    Tuesday, March 8, 2016

    Do you and your Business a Huge Favor, Keep your Business Software Current

    The Upgrade Decision
    As budgets are tight, the question of “to upgrade or not to upgrade” often arises. The path to the answer can be complex and require a great deal of consideration. Getting your company through an implementation can be difficult. Upgrading can sometimes be tricky as well. It is essential that some basic analysis is done to establish whether an upgrade is right for your organization and if so, which upgrade path you should follow. The upgrade decision involves several points to consider including:
    • cost of acquisition and implementation
    • total cost of ownership (TCO)
    • performance considerations (such as security, reliability, scalability)
    • and management and operations considerations
    With each new release, software vendors increase the value of their offerings and challenge their competitors. There is merit to this claim. You should stay up to date as being current often results in enhanced features and capabilities to handle the latest interfaces. But, how do you examine and learn the real value of the new release, decide what new features drive your next upgrade and make the business case to management in a tough business climate to justify moving to the latest edition? Technology upgrades have got to be about more than just the latest and greatest feature—they have to make business sense. Each new release should be properly assessed to establish whether it brings enough business value to implement, or whether to wait until the next release.

    Some analysis will be easy. Perhaps the most important factor in making the upgrade decision is whether there will be continued support of your current release. Bottom line, if the software vendor will be discontinuing support for your current release, you really need to make the investment and upgrade. It would be foolish to continue to operate your business on a release that is not being supported.

    You’ll also want to consider your operating system and other ancillary software to think about how upgrading one can affect others. For instance, Microsoft phased out support for Windows 2003 Servers. While 2003 users plan upgrades to their operating system, they may consider upgrading other software, which resides on this system, at the same time.

    Upgrading to a new release on the basis of new or improved functionality alone is a difficult choice. Like any other business decision, it should be possible to evaluate the benefits to your company and the expenses that will be involved in upgrading.

    When looking at new functionality, it is important to keep in mind the strategy and goals of your organization. Do the new features support your current goals? Just as importantly, do the new features provide a strategic advantage for your future technology plans? Will upgrading now enable new technology to be added later?
    When considering costs involved in upgrading, make sure you look at:
    • cost to support your current release
    • cost to upgrade to the new release
    • how long the new version has been available and whether you want to be an “early adopter”
    • ongoing cost to support the new release
    Once you have costs and a business case to present to decision makers, you should also put together an initial time table estimate for the upgrade. Enlisting the support of your outside technology consulting firm is key because, just like the initial implementation, the upgrade will require someone with the necessary expertise to guide a team of technical and functional experts through the upgrade process. Your technology consulting firm has the project management, technical skills, and training with your specific software to get the job done in the most efficient manner and will be there to offer training on new features as well as on-going support. Your outside consulting firm can also provide additional insight into how the applications may work with your business processes and make sure any new or changed business processes are mapped.

    Maybe its time to retire the old systems and consider moving the application to the Cloud.  This poses lots of new opportunities for your business and likely will free you and your staff to perform more important job functions while reducing overall operating costs. 

    If you’re struggling with the “to upgrade or not to upgrade” question, feel free to drop a comment back and we will be happy to help you out.

    Best,

    Paul
     

    Wednesday, April 22, 2015

    Pay as you go or the traditional On-Premise Software Deployment?

    Choices: Cloud, Hybrid Cloud or On-Premise ECM Data and Document Capture?

    Cloud (or the pay as you go model) has progressed beyond first-generation functionality, and is in a prime position to serve small, mid-size and large firms. It represents an opportunity for organizations to gain competitive advantages through faster daily work processes for far less money than ever, and can be rolled-out in far less time.

    Among the many advantages of the Cloud include but are not limited to:

    • No server hardware, operating systems, or server software;
    • No hotfixes/patches or service packs to install or update internally;
    • IT is largely offloaded from internal infrastructure support; 
    • Application administration can be offloaded or outsourced to your Cloud provider.
    When evaluating which of the three different consumption methods (Cloud, Hybrid Cloud, On-Premise) of Data and Document Capture software solutions and determining which of the approaches are best for your organization, it boils down to two major decision criteria: Budget and Time to Market. 

    Budget
    Pretty straight forward concept - although here is where you can get creative.   Buying software licenses  usually requires a lengthy and laborious CAPEX process.  CAPEX usually requires lots of paperwork, meetings and can be a very cumbersome ordeal. Using a reputable service organization via the Cloud can avoid the pitfalls of a CAPEX process because it is usually considered an Operating Expense.  The monthly spend is likely less than its counterpart CAPEX purchase.  Operating expenses are where departmental managers have more discretion and can be more flexible with their spend.

    Time to Market
    No question that time to market is key differentiation between the Cloud and On-Premise. Ask yourself the following questions: how long does it take for your IT department to settle on infrastructure requirements, then how long to procure, install, provision before you ever get around to installing on-premise software solution?   With the Cloud, you literally can be in operation in a matter of hours or days, not weeks, months or quarters.  Your internal IT department can't possibly compete and aside from that point, they probably have more value add serving in other capacities or elsewhere within the organization.

    What is a Hybrid Cloud and why should I care?  

    Enterprise Content Management is not an entirely all On-Premise or Cloud deployment decision.  Ideally your selected software vendors should provide a Hybrid Cloud Offering in addition to Cloud or On-Premise alternatives.  So what exactly is a Hybrid Cloud Offering in the context of Data and Document Capture?  We can clear this topic up quickly using a fairly simple explanation.

    Perhaps your organization is really concerned about data and document security. The final repository - the Content Repository may indeed be best served to be kept internal under IT's lock and key.  Security, control and within the framework of their existing IT infrastructure and management by them sometimes can be the clear choice.  That is completely understandable, we run into that situation frequently. 

    However, data and document capture - which is an "on-ramp" into the final destination - the repository or into a business workflow is only a temporary process, not permanent.  The overall lifecycle of the data and documents contained in the Cloud is very short - usually 24 hours or less.  

    In this situation described above, the data and document capture solution is deployed in the Cloud and the ECM repository is on-premise.  The data and documents must leave the Cloud data and document capture solution (CAPSYS CAPTURE ONLINE for example) and be sent securely to the internal ECM repository such as OnBase by Hyland, FileBound by Upland, BOX.com, etc.  In this example, we have now created the "Hybrid Cloud" ECM solution.

    Now there are all kinds of variations we can put on this scenario and continue to get very granular.  For example, the cloud based data and document capture solution can be a "hyrbid" solution in and of itself.  You could have database lookup or validation routines bouncing against a web-service that is located internal to your IT department's SQL Server originating from your ERP system such as Dynamics, SAP, Lawson, Peoplesoft, etc.  The web service returns back data and that is used by the cloud data and document capture solution to populate Accounts Payable, Expense Reporting, or Human Resource applications.  You want to leverage your existing data but do it in a manner that doesn't require you take unnecessary risk by replicating the data in yet another database outside of the organization.  This approach has become quite common and would be considered a Hybrid Cloud data and document capture solution.  

    The point behind all of this is that cloud based or hybrid cloud data and document capture is a very viable alternative to traditional on-premise only approach.  It can be a less expensive alternative to on-premise and the time to market is unquestionable.  It is not an "all or nothing" decision making process anymore.

    I look forward to hearing your thoughts and your experiences with Hybrid ECM implementations.

    Regards,

    Paul