You don’t know what you don’t know, but we can help

The other day, I was talking with my 21-year-old daughter, and remembering old times. Oh, the good old days when we first started teaching her to drive… She was not yet 16, and she knew everything! (We, of course, did not.) I remember her asking why I was getting so frustrated teaching her to drive—while I was catching my breath from the latest hair-raising, last-minute stop at a red light.

She asked, “Are you really scared?”

“Well,” I said, recovering from seeing my life flash before my eyes, “I’m telling you to slow down as we approach the light, and pumping the imaginary brakes on my side of the front seat, but you wait until you are 10 feet from the light to hit the brakes. Yes, I’m praying for dear life!”

And as I looked into the eyes of my 15-year-old daughter whose time behind the wheel had taken five years off my life, I said, “This is your first time driving behind the wheel, and you don’t know what you don’t know!”

Very profound. And we cracked up, but it really was true! You don’t know what you don’t know, and it doesn’t just apply to learning to drive.

Reaching out to experts to help guide your enterprise technology journey

The other night, I was at dinner with a fellow Enterprise Consultant at Hyland, sharing that conversation with my daughter and talking about our current work project. I brought up the fact that the customer we were working with was similar to my daughter in that they don’t know what they don’t know OnBase can do.

The client we were visiting is using an older version of OnBase, mainly for document storage and retrieval. They feel OnBase can do more for their organization, but they are on such an old version they have lost track of what our enterprise information platform can now do.

The good thing is, they realized ‘they don’t know what they don’t know’ and want to change that.

We were onsite for several days meeting with selected departments to understand their business processes, bottlenecks, issues, and current OnBase use. During these meetings, we recorded everything from issues with manual processing and scanning to where information is stored and who needs shared access to the same information. We do this so we have a better understanding of when and how to improve their day-to-day jobs.

With this client being two time zones away and us learning the organization’s specific business processes across the organization in just a few days, we were exhausted on our final day during a wrap-up meeting with the CIO and IT Director.

We all sat down and my colleague and I realized they were laughing at us. The IT Director said, “You both look like you were run over by a truck.”

We laughed with them and I said, “But we got what we looking for.”

And it’s true—after three weeks of discovery, analysis, collaboration between project teams, and writing the assessment, we had our review with the CIO, the project sponsor. I reviewed the assessment and the information in each section with him and his feedback?

This is exactly what I was hoping to get out of this.

Uncovering a close understanding of what the customer needs

Each time we hear this, it reaffirms that all the time we invest in our customers during enterprise assessments is worth it, which is a really good feeling. The resulting assessment documents (sometimes referred to as a roadmap) contain information on how to expand OnBase across an organization, and include:

  • Current State Overview
  • Future State
  • Maturity Rating
  • Solution Improvement Opportunities
  • Implementation Roadmap of Solutions
  • Investment Considerations for Professional Services and Software
  • Training Recommendations
  • Staffing Recommendations
  • Return on Investment figures

In this case, the customer realized it could use OnBase to improve the user experience by aligning Hyland technology to address business-related issues in Human Resources, Purchasing, Accounts Payable, Accounts Receivable, and Facilities.

Business process improvements include adding technologies such as intelligent capture, workflow, workview, system integrations, and reporting dashboards that provide the ability to track how the business is doing. A far cry from their current usage of older OnBase technology that served solely for document storage and retrieval.

How many of you have been there?

Clarity yields competence and confidence to continually improve with your existing technology

Now this organization knows what they didn’t know and their users are well-educated; they have a plan to grow OnBase into an everyday application. And, I have to say: When an organization takes your recommendations—and they have success implementing those recommendations—it makes all your hard work worth it. It all started because they wanted to learn more about OnBase technologies.

And not once did I have to slam on my imaginary brakes.

If this sounds familiar and you want to know what OnBase can do for your organization, please reach out to your Account Manager or Hyland Enterprise Services.

Dan Halley

Dan Halley has been with Hyland for the past nine years. Considered a leader at Hyland, he is currently an Enterprise Consultant, with extensive experience of scenario-based strategic thinking. He is a skilled analyst and process facilitator, with a background in multiple disciplines and delivery of enterprise information management (EIM), enterprise content management (ECM), data management, process and systems integration. He is responsible for delivering enterprise-wide, unified solutions around people, process and technology solutions for organizations, and frequently presents on these topics as well. He has successfully managed both mid-tier and large-scale projects, and has an established reputation for excellence in deliverables. Prior to Hyland, Dan spent 14 years as a Network Operations Manager, Consultant, Analyst, Sales and Training Professional at companies such as TEKsystems and Siemens. He was responsible for creating value-added solutions, incident resolution, implementing and facilitating new solution development, creating and delivering training on new technologies. He has worked for large corporations in the United States that span a wide range of industries, including pharmaceutical, manufacturing, laboratories, financial and higher education. Dan has also completed various leadership coursework and holds multiple certifications in technology, which include, but are not limited to: AIIM, CDIA+, Microsoft, ITIL, SCRUM Master and OnBase.

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