Empower 2011: Laserfiche Magic

and now to give you even more ideas get ready for some laserfiche magic you look terrible again this morning you waiting in line all night for a cover for the case that covers your iPad yeah yeah very funny no I mean yes I did do that but that’s not why I’m so tired I’ve been having the weirdest morning you know when I got here this morning there are a bunch of rabbits in the in the parking garage you know ha rabbits you see that how about this one I was just out in the hallway I saw a man in a cape I mean a cape coming out of the bathroom anything ok I’m up this I was on the third floor earlier I saw a white tiger going into one of the development rooms I mean I know the developers are a little eccentric and we’re supposed to be okay with that but I mean come on this is laserfiche right and not Las Vegas you know I I wouldn’t worry too much I don’t think you’re completely losing it I think what’s going on as marketing is recording some more segments for this new campaign they’re working on called the laserfiche magic all right that might explain the rabbit like you know rabbit out of a hat sure the white tiger could be some grand illusion ok that’s just sure if I any guy in a cape though so maybe just stay away from that bathroom so that’s both comforting and disturbing at the same time let’s come back to the man the capo a little bit later I actually want to talk more about this laser if he’s magic thing you know I think that’s really interesting because when I do just a regular laserfiche demo I actually set it up to be like a magic trick so for instance if i’m going to say run a quick build session you know i first have the customer confirm you know please confirm this is just a regular batch of documents you know this is just a regular deck of cards or just a normal coin right and then you know all i have to do is just click one button and it’s like you know Alakazam right the the documents are separated their renamed indexed fully annotated and maybe even sent to the right folder I mean it really is like a magic trick i I’m kind of like the the criss angel of the ECM world you know without all the makeup is that kind of what they’re going for probably not okay um I don’t know exactly what they’re going for but I know it’s about the unique ways that organizations can use laserfiche to solve real business problems all right it’s about what you can actually do with an ECM solution instead of just highlighting features and functionality want to focus more on the solutions and less on the modules now I actually I have some of the earlier segments they’ve recorded on my phone and we could watch them and see if we can figure out where the magic is if it keeps me away from the man in the cape I’m all for it all right the first time I saw laserfiche magic is when I stopped seeing baskets of mail coming out of the mailroom you see incoming mail is captured as soon as it’s opened and laserfiche automates the process of sorting processing indexing routing exception handling and updating other systems when volume was high before laserfiche that whole process would take multiple people more than a day to complete so it was a constant struggle to keep up now with laserfiche there are fewer than half as many people involved they’re doing only the tasks that really require human involvement and the entire process can be completed by lunchtime but what really amazes me isn’t that we’re doing more with less it’s that everything surrounding the process is better we have access to our information immediately we have greater oversight and transparency and we’re truly governing the complete life cycle of the information that’s magic to me okay so I mean hold on a minute how is that magic you know I want to make sure I understand this they’re scanning mail in the mail room I mean what’s the big deal right I mean any ECM solution on the market should be able to accomplish the same thing okay so when you look at each individual thing she said you’d be right but i think it’s the way everything’s put together that makes all the difference the magic so to speak is in the details you want me to take a shot at explaining this to you nothing would make me happier jareb all right well first you have to look at the entire process at understand where things get done all right what was described was a process that requires a number of very specific steps as part of an overall

business process now with most systems you have to break this into a defined capture process that manages the information until it’s released into the ECM system so you’re working in two separate systems right you’re in one system and then the other there’s no back and forth there’s no fluid interaction and because of that there’s a level of rigidity that this type of solution just naturally imposes sure and and I get that but I mean what you’re describing that’s the way things have always been I mean you’re complaining about these limitations right as opposed to pointing out the benefits of the solution you just described so I mean if you’re talking about capturing physical mail and then using a workflow system to automate the processes associated with that mail I mean isn’t that just a really good example of enterprise content management well first of all I’m not complaining you could have fooled me here I’m just trying to highlight what I see is inherent limitation in traditional systems all right now what I’m saying is that laserfiche allows you to eliminate the limitations that you just said are part of any ECM implementation right instead of a capture process in a workflow solution laserfiche allows you to define a capture workflow all right and eliminate that hard distinction between capture and work so with the mailroom example the male could be scanned by a number of people immediately which is minimal document prep and this gets the content into the system right away where it’s secure its accessible and any interaction can be audited okay great so it’s in the system and I certainly understand how that’s useful but I mean it seems like you’re skipping some of the steps here as an example all of them okay okay I’m not going to skip anything and getting a little ahead of yourself here all right so what I want to do is I want to change the order in which they’re completed and also change how they’re completed all right with quick fields our capture tools can continue to work on the documents after they’ve been scanned right with the mail we can distribute the scanning and automate the processing centrally so it’s like we can establish a virtual mailroom that still allows for flexibility at the departmental level right the first process would be something like the enforcement of image quality standards and you do things like blank page deletion and probably full page dos er to all scan content right but then there are another additional steps like you said the next step could be identified different types of documents so we can perform specialized processing on each of those we can actually determine what processes are applied to all content and what processes should be applied to very specific content so this drastically reduces the amount of prep time that’s required right moreover by distributing the processing across multiple steps were able to do more specific things with each additional step and what that means is we can increase the efficiency of the overall process so the other thing you have to keep in mind which you probably didn’t notice is we’re able to automate what we can in terms of you know like data extraction and classification and indexing and routing all that stuff but we’re also able to route documents to people for input when necessary and then just pick up the process as we go along okay so so I think I think I get this idea of removing the barrier between the capture and the workflow but I guess there’s some things that are still confusing me I mean when you talk about routing documents to people when necessary I don’t know if I understand that and and what tool are we talking about their I mean is it the capture system or is it the workflow we’re talking about yes no no come on Jeremy I’m in sales I need a straight answer okay I need to know whether we’re talking about laser fees quick fields with what ad on that later so I workflow can let me help me out this is fun for me okay I’m just trying to emphasize that you should look at them as individual products all right you should be looking at the overall process because the tools are designed to work together seamlessly but you have to be realistic right and understand that not everything is going to be perfect especially in the capture process there’s always going to be mistakes from both computer and human errors right be missing barcodes unrecognized forms or incorrect data input somebody forgot their slip sheet all right the great thing about laserfiche is we can actually incorporate those mistakes or exceptions into the workflow all right when when these exceptions occur laserfiche can notify the appropriate user not the scanner operator they can correct a mistake and then the system will pick up the process where it left off so we only have to bring people into the process when absolutely necessary a process is made really efficient when the workflow counts for both the expected and the unexpected and now I’m sounding like a magician setting up a trick well you sounded like something I’ll give you that so I think I get it I mean even though the capture component it may seem like a minor detail it actually has a huge impact on the overall process so so for instance if a customer wants to talk to me about say completing something in a certain time frame they’re actually leaving out a major variable right which is this this capture component so if they want to have a guaranteed response time they really do need to consider that by

merging the capture and the workflow into this idea of the capture workflow right we’re better able to predict things like the time frame of the timeline to completely I think now you see where we’re coming from with this but there’s there’s also more to it than that as well so by capturing this content immediately all the activity I’ve described is done within laser laser for you so first of all it’s secure and that’s really important but it’s also accessible so that at any point in the process people can find and use the information they need regardless of where it is in that overall process all right so I mean why is that a big deal if people are involved in the process they’re going to have access to the nest information I mean there’s really nothing you know magic about but there is if that process includes capture and you’re still thinking about it from the other perspective for example if a document has been scanned but wasn’t properly identified or need some manual data entry you’d normally you’d expected to be sitting a queue in the capture system but with what I’m describing it be stored in a queue and laserfiche in anyone who needs it could find it by doing a quick search because it was ocr’d what was first k scan alright so and then as documents continue to go through the process will have more and more ways to find them even though they haven’t completed that entire process yet but the big deal is that people can access the information they need whenever they need it ok I get it and what you’re telling me this is great because using the laserfiche you know quick search the bar in the upper right hand corner it really doesn’t matter where it is in the stage of processing because we’re doing full-text searching we’re searching based on the name of the document or searching based on the index information or even the annotation so even if it was just scanned in we’re still going to be able to find it really easily exactly you’re not going to expect somebody to find something in the process and force them to know where it is in the process the whole problem is they don’t know where it is right there’s one last piece that shouldn’t be overlooked as well all of this interaction that I was talking about to complete the process to access the information and do all that stuff while they’re being processed was done wholly within laserfiche and that interaction can be audited so what that means is you can actually report on the complete lifecycle the complete lifecycle of all the content in the system ok you know you’ve made me a believer so can we see the next one let’s look at it the first time I saw the laser fish magic was when we decided to implement the records management edition over a weekend for our entire organization everyone came in Monday and we’re scanning documents looking up information just using the system as they always did and no one noticed anything only our records manager knew we had even done it I was really worried when implementing a you know formalized records management system that there would be a lot of pushback from our users but no one even really noticed oh oh oh Derek Derek Derek Jeremy I know this one I know this one this is about records management and that just happens to be my specialty ok so my explanation is going to both astound and amaze you you know don’t get too carried away here because I think I know where you’re going with this and I don’t see how it’s magic all right so let me let me let me say what I think you’re going to say and then we’ll see so since records management is caught as you know just part of the core server functionality all they had to do was update their license over the weekend in what you say Alakazam they had records management functionality right i mean i understand that makes things easier but it’s hardly earth-shattering well i mean you do understand that there’s there’s more to implementing a records management solution than just installing records management software right well sure I mean obviously they have to use the software right that what you’re getting it I’m gonna I’m gonna take a note from pre-sales when I say that’s a really good question but not exactly a records management system I mean whether it’s physical or electronic it’s all governed by the file plan okay now that file plan is based on the concept of a record series which is where all the rules are applied and the records are stored so the records are managed in the system based on the rules that govern their life cycles you know how long we actually have to keep them in an electronic records management system we can apply those rules directly to the folders that we already have established that way the rules can automatically be applied and the organization is fully compliant I get that right but what’s the big deal so you set it up based on the rules the system helps you follow the rules and you control your in compliance okay that’s helpful but I’m not overly impressed okay so the big deal is that the only people in the whole organization that even understand the file plan are the records managers right so that level of organization may work for them but everyone else wants a system that’s been designed to meet their needs right and the problems even bigger than that I mean a records management solution with a record series based file plan is only useful if the correct records are stored in the correct record series of the correct folder that’s where the rules are applied we call that classification and

it’s a really big burden for any organization to have to deal with now the great thing about laserfiche is that we can simply make cast classification a part of the capture process or you know to your point a little earlier this idea of the capture workflow right I mean it doesn’t make sense for the people scanning the documents to have to classify them because they don’t understand the file plan now the records managers they do understand the file plan right but asking them to classify every document that’s being scanned in that’s just going to create a serious bottleneck and it’s going to take them away from their actual responsibilities so because our capture tools our workflow and our records management system they’re all designed to work in harmony together so it doesn’t have to be a specific action this classification it’s just part of the overall capture workflow right what you were talking about earlier I see what you did right you thought you had a good explanation you realize you didn’t so you just took the one I gave earlier and called it your own right so yeah capture work those cool right I understand it’s magic but this isn’t any new magic you’re just like using my magic okay I I will admit you’ll have to excuse me I’m in sales I take what presale says irie say it and I act like I came up with it that’s what I do every day so you’re absolutely correct all right auto classification is just another example of caps your workflow but it’s really only half the story here like I was saying earlier there’s this this now we can do this because we can actually set up the exact same documents to be seen in different views or different perspectives so we call this idea transparent records management and that’s why it’s such a big deal for an organization like the one we just saw to be able to deploy a formal file plan over the weekend right and the end users didn’t even know that anything happened I don’t think there’s a higher compliment to the flexibility and the agility of our software than that I mean that’s the kind of you know sleight of hand that most magicians wish they could pull off every day Wow I mean I will admit that I didn’t realize there was nearly as much involved as that all right but now i’m stuck with in andrew like 25 years old right why do you care so much about records management so you can call me you know an old soul if you want i don’t understand kids these days with their Facebook ease and their tweeters and everything all right I have retention schedules and you can laugh all you want but I mean this is really impressive stuff there’s no way that you’re going to be able to come up with a better explanation than the one I just gave well let’s see what’s next okay first time I saw laserfiche magic was when we use it to solve specific business process the solution we came up with what allowed us to focus on our primary tasks it facilitated communication and collaboration and it resolve conflicts by automatically escalating issues as necessary and funny thing is most of the users don’t even know they’re using a content management system Oh Andrew what’s that behind your ear is that is that a quarter no it’s a much better explanation than you just gave very good so I don’t think you’re going to be able to pull this off I mean you’re trying to tell me that communication collaboration and escalation within an ECM system so that’s supposed to be magic I mean come on Jeb that’s like saying scanning and searching is Magic right I mean all of those things are core functionality in an ECM system so what gives well once again it’s all in the details all right in order to understand where the magic happens you have to understand the way these concepts are applied alright so the terms collaboration communication and escalation could mean a lot of different things depending on your perspective so now when you say collaboration I think you’re talking about document level collaboration right Oh honestly how often do you and a group of people get together and take turns like typing sentences into a Word document that’s like back in the 1970s when we only had one computer in the school or something like that right when I talked about communication I’m talking I’m not talking about like getting an email from the system telling me to do something or leaving a note on a document for a co-worker when I talk about escalation it’s not a matter of like telling someone supervisor they haven’t gotten something done or getting approval when a document meets you know super specific criteria or something like that that kind of functionality is helpful but it’s so document-centric and not everyone’s job revolves around just working with documents okay so so Jared bye mum I’m worried about you okay I think you and I have been spending too much time together you just said an awful lot of words and didn’t actually say anything you’re starting to sound like a salesperson right so if you’re trying to tell me that that

all of these things that that I use to sell laserfiche solutions every day if they’re not that important you have to give me something to work with here okay I’m not saying they’re not important all right what I’m trying to say is they may not be that important to all that many people who have their own jobs to do all right what I’m trying to explain is that there’s a level of collaboration and communication that’s much more important and that’s collaboration at the business process level okay so I mean what do you mean by that we always talk about collaborating as as part of the business process so I don’t think I understand the distinction true but you’re talking about collaborating with documents and that might not be the right perspective maybe I could walk you through this to help you understand okay Lee’s my name is jareb hi jareb I manage the pre-sales group at laserfiche when you think about it what’s our primary job well I will admit I always say that you guys have a lot of responsibilities you wear more hats than anyone in the organization but if there’s a common theme amongst all your responsibilities you you answer questions about laserfiche you’re exactly right so our primary job is answering questions but we have a lot of other things to do so if we can make answering questions you know a lot more efficient we have more time to take care of those other responsibilities so looking at it from the perspective of an ECM system if our primary business process is answering questions about laserfiche how to use that ECM solution to automate the process okay I took a class on this yesterday so I’m going to give it a shot people asked questions by sending them to pre sales at laserfiche calm right so you would start by capturing the content right so we’ll pull the emails and any attachments directly in the laserfiche then we could use the workflow system to automatically assign it to one of the pre sales engineers right maybe do it in a round-robin fashion so no one’s getting overworked or no one’s getting all the hard questions right I guess taking it to the next level we could use workflow to set up an automatic notification process so if a certain amount of time passes or if somebody needs to push the question it could be routed to someone like yourself right then you could take a look at it I’m impressed then you seem to know a lot about the workflow system that class was helpful what happens if somebody can’t answer the question that was routed to them well I assume that they do some research first but if we’re talking about using workflow they would probably indicate in some way you know using an index field or something like that but they couldn’t answer the question and it would be routed to a supervisor like yourself for review and I suppose if the supervisor couldn’t answer the question then it could go on to QA or support for help but I mean come on this is taking way too long you and I both know how the process actually works if I have a question that I need answered we sit right next to each other in the office I just turn around in my chair and I look over the cubicle and I say hey jareb can you answer this question for me and that’s that’s really a perfect response well I was I was bound to get one of them right today what I mean is that that’s the perfect response to help me illustrate my point all right what you described as a process that looks good on paper but it’s a process you just admitted you won’t follow all right if you won’t even follow a workflow process of your own design why would anyone else and if everyone goes outside the process what good is it right if you only come to me when you have a tough question how all the other people and pre-sales ever learn the answers if we always do this through communication how we share this information with other people who might find it useful as well so I mean are you saying that we need to be more mindful of human nature I mean we’re going to have psychologists teaching the courses at the conference next year no my point is that you have to look at the process you that you’re looking at the process from the wrong perspective you’re thinking strictly about the question as a document that’s captured and how we can define an automated you know process or work phul that eventually provides an answer but by focusing on just the documents you kind of lose the forest for the trees ok so I don’t think I’m getting this maybe it would help if you would tell me you know what perspective you would use ok well the first thing I would do is I take a step backwards not literally I’m sorry alright if we just treat the symptoms will never solve the problem why why do you think people ask us questions in the first place ok that that’s obvious somebody asked them the question and they don’t know the answer yeah you got that part right somebody asked them a question they didn’t know the answer but they only submit it to us because it’s the easy wait for them to get a good answer right so if we’re before being completely realistic here if there was an easier way to find an answer that’s what they do okay I’m with you human nature path of least resistance and right but the funny thing is that we we in pre-sales consult the same resources that our customers and resellers to write we searched the supports that we consume the information that user education provides the big difference is that we know how to find the information on the site because we know it so well right the problem isn’t that we don’t provide the answers to people’s questions it’s that we don’t provide answers in the context of their questions so the first thing that we have to do in pre-sales is

make sure that we’re doing a better job of providing our existing resources in the right context okay I I that but how do we actually accomplish it well I think the first step is encouraging people to ask questions through the support site instead of just trying to guess the right common of combination of keywords that will magically give them the right result right they should simply type in a question and the search engine will be tuned to provide relevant results the second step is just as important right the second step is to match their questions with questions we’ve already answered instead of trying to just match their keywords with answers the results that they see should be a list of relevant questions not a bunch of irrelevant answers but then we have to be realistic as well right if we can’t provide the proper answer in the proper context we need to offer a simple way for people to submit questions but we need them to do it in a format that allows us to automatically categorize it for future use okay so they’re able to ask questions online and we’ll show them similar questions in the past that have been asked that are like that right I get that and that seems like it’ll work really well for the types of questions you get all the time but what happens when you get a really unique question or one that hasn’t been asked before I mean is it routed in the same way that I described earlier that’s a good you be sure that people are providing good answers or that the content is legitimate obviously that’s a big concern especially since my goal is to avoid people like you coming to people like me because you like the answers that I provide right if we let the people who ask the questions and the other people on the site vote for the best answer we’re sort of automatically establishing a ranking of the experts and I say don’t underestimate the power of bragging rights like within the pre-sales group within Laserfiche or with the the overall community so sorry the other thing though is that if we capture every question every answer that’s been provided in the entire discussion surrounding it we’re continuously improving the knowledge base that we’re using to provide these immediate answers so it’s a system that keeps improving itself and and I get that but I mean what we’re talking about now it’s extremely cool but it doesn’t even seem like an ECM system anymore and thank you I think that’s exactly our goal all right you need to understand this was just one example of our philosophy that we take very seriously and have taught to a number of our customers when we talk about Laserfiche being an agile ECM solution we’re talking about delivering content within the context of daily processes all right it’s about using technology to get the best out of people instead of forcing them to get things done outside the system there really is no better use of the information assets in an organization and I can’t think of another technology that’s better suited to do something like this I think the fact that we made ECM disappear in a document driven process is as close to magic as we’ll ever get