From Paper to Productivity: Bath Building Society’s Digital Journey

SITUATION

• A strategic review of IT architecture identified a gap in Bath Building Society’s enterprise workflow capability
• Needed to streamline operations, including mortgage applications and payments

RESULTS

• Used Laserfiche Cloud to create dynamic digital forms that cut down time and effort for customers and intermediary mortgage brokers
• Enhanced data quality and decision-making for the Society’s employees
• Improved service quality
• 30% more efficient mortgage process for applicants, brokers and the Society

Bath Building Society’s purpose is to help its members achieve their financial goals of buying a home and saving for the future. That motivation also drives the constant improvement of the customer experience, as members are at the heart of every initiative.

Today, the Society is using digitisation and automation to deliver faster services for members more efficiently. Laserfiche has been an important tool for the organisation, and now acts as both a centralised information hub and workflow engine that accelerates how work gets done while simplifying and standardising processes, without adding additional compliance burden. Instead, Laserfiche has allowed the Society to automate much of the manual tasks, reclaiming time for employees to focus on
service and growth.

“We must comply with the same regulations as larger lenders with compliance teams way bigger than our whole Society head count,” said Steve Burnard, chief transformation officer at Bath Building Society. “We have to have compliance by design. This approach enables us to save time because the systems and processes we now use will automatically ensure compliance.”

An Investment in Automation

Bath Building Society had already been using Laserfiche as a data repository for over 10 years when in 2022, the organisation performed a strategic review of its entire IT architecture. The assessment revealed a gap in the Society’s enterprise workflow capability, which led the Society on a search for a system that could create scalability through automation. At the same time, the Society needed to simplify compliance with regulatory requirements with tools such as audit trails and records retention schedules.

The procurement process led the Society to Laserfiche Cloud, in part due to a strong existing relationship with MBS — the leading Laserfiche solution provider in Europe with expertise in the financial services industry — in addition to the robust workflow automation and compliance capabilities of the Laserfiche platform.

“In a highly regulated market, we particularly appreciated the ‘compliance by design’ aspect — that we would be able to build in data retention policies and automate those processes around information management,” said Burnard. “That was a huge benefit. It meant that we didn’t need to then spend time resource on retrospectively applying those rule sets.”

Modernising Mortgage Application

One of the most significant areas in which Bath Building Society implemented Laserfiche is mortgage processing. The organisation replaced a paper and PDF-driven decision in principle (DIP) application process with a dynamic Laserfiche form and automated workflow that captures the necessary information digitally, and automatically routes it to the relevant sales team members to make a decision.

The legacy process involved a 100-question paper form — common in the industry — that was not only unwieldy to the applicant but also to the Society staff. Using Laserfiche, the team transformed the application into a dynamic, digital questioning tool which only asked the applicant relevant questions based on the details that the applicant provided.

“It saves the end customer time, while improving the quality of the responses, because they’re spending more time on the questions that are relevant,” Burnard said. “It also then gives us the information to power better decision and data points which then leads to better decision-making.”

The business has subsequently rolled this tool out into the full mortgage application journey. Now with Laserfiche, instead of having to complete the same 100 questions again, plus filling in the additional information needed for this section of the process, applicants can take what they have previously done and apply it to the new form.

The process has enormous time saving benefits for Bath Building Society’s employees and their brokers. Previously dependent on email, the legacy process required employees to manually name folders and files, while now that’s all done for them, along with the application of retention dates for simplified compliance. This has enabled applicants to complete the process more accurately in 30% less time, helping them secure the mortgage they desire more rapidly and with less effort.

“Certainly, in the mortgage space, speed is really important,” Burnard said. “Improving that speed gives a compact customer experience, and then for the end customer — the person who borrows the money — we’re making it quicker for them at the very start of the process. They’ll be happier with quicker turnaround times, quicker responses.

“It enhances the experience for the customer, and it makes it easier to do business; that’s ultimately a barrier in our industry,” Burnard added. “We hope start to chip away at that by having a more intuitive, digital form.”

Simplifying Payments and Savings

On the savings side of the business, Bath Building Society has plans to use Laserfiche’s workflow capability to shift tasks around the individual teams while keeping request forms and necessary evidence all in one place. External payments once required a time-intensive and manually driven approval process, which resulted in additional manual effort and delays, which could be frustrating for both applicants and the Society’s staff.

Using the same Laserfiche functionality in dynamic forms and workflows, the Society built a standardised questionnaire that enables employees to simply check the boxes that need to be checked and attach evidence to the form which is automatically routed to the group of employees with the relevant mandate.

Employees across the Society were sending around 200 emails per day on this one process alone. With Laserfiche, they have reduced that to just a handful of emails to the relevant people.

“It’s a huge culture shift with clear accountability,” Burnard said. “It reduces the time it takes because all the information is in one place, and it reduces complexity because it’s only going to the team that needs to take action. We have an audit trail — it’s faster, simpler and more compliant.”

The Future of the Building Society Experience

Bath Building Society has expanded its use of Laserfiche to other areas of the business, including human resources for new employee onboarding, but the demand for Laserfiche solution is growing across the organisation.

On the horizon, Burnard hopes to build an even more comprehensive mortgage process, enabling applicants to go from the online mortgage affordability calculator straight into an application without having to re-enter the information they have submitted for the calculator.

“We’re not looking to reduce headcount and replace people with optimised forms,” Burnard explained. “What we are looking to do is create and improve scalability. The old approach was calculating how many mortgages could be processed by one person. We’re looking at the system to do that scalability for us and improve our operational capacity through the use of these forms.”

Meanwhile, innovative technologies create more sustainability for the business as well, with younger employees expecting a streamlined, modern experience. “Old systems are unintegrated, visually unappealing,” Burnard said. “Laserfiche Cloud is a much more visually appeasing system to use. It’s much more intuitive, and it’s what colleagues expect to see when it comes to workplace technology.

“At an industry level, simplification is really important,” Burnard added. “As a building society, we operate in a highly competitive, service-focused market, so anything that makes it easier for customers and brokers to secure a mortgage rapidly and efficiently is critical for us to compete and grow. We don’t employ software developers in-house and probably never will, so being able to leverage technology with our partners like MBS is fundamental to survival.”

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Seminole Tribe of Florida – Haley Glasscock

Samish Indian Nation’s Digital Innovation Supports Tribal Members and Staff

SITUATION

• Legacy manual processes driven by paper forms were no longer keeping pace with Samish Indian Nation’s diverse services
• To ensure the health, wealth, education and security of tribal citizens, Samish need to create more sustainable, scalable ways to achieve its vision

RESULTS

• Grant approvals are 80% more efficient
• Digitally transforming processes and assigning substitute approvers eliminated delays caused when staff members are out of office

Samish Indian Nation is headquartered in Anacortes, Washington, but its members are spread throughout the world, from the U.S. to New Zealand. Diverse as its membership are its programs and services, which range from education assistance and cultural enrichment to natural resource management and infrastructure maintenance.
Samish Indian Nation

Historically, Samish heavily relied on legacy manual processes to deliver these services. In recent years, however, Samish’s leadership and IT department began seeking ways to modernize and create more sustainable, scalable ways to achieve its vision: to ensure the health, wealth, education and security of tribal citizens.

Laserfiche has become the go-to tool for automated solutions, enabling the Tribal Council to optimize long-standing processes — such as resolution approvals and grant applications — to streamline the experience for employees and council members, resulting in time and cost savings. Meanwhile, Laserfiche has strengthened organizational resilience, enabling Samish to quickly respond to changing member and council needs.

From Records Management Solution to Content Services

When JR Walters started as the IT director for Samish Indian Nation 10 years ago, the team immediately identified the need for a digital document management solution. Laserfiche provided this and more. Laserfiche’s records management capabilities and security tools supported the organization’s requirements. E-forms, workflow automation and integration capabilities opened up new possibilities for optimization.

The organization worked with Laserfiche solution provider CDI to implement a solution that would meet Samish’s needs — the first of which was a  repository for resolutions. The formal channel for expressing tribal consensus on legislation or policy, resolutions are governing documents for Samish. Prior to Laserfiche, people could look up resolutions in a printed index, which didn’t give visibility into the resolution’s full content, resolutions that had been superseded by another one, or related or supporting documents.

80% more efficiency in grant approvals processFrom there, the team quickly saw new opportunities for automation. They created a Laserfiche workflow that streamlined the process for Samish’s chairman and secretary to sign off on resolutions. But things really took off after the launch of the automated grant application process — a complex yet critical operation that involves the distribution of materials between five sites for review and approval. The legacy process was entirely manual and time intensive. Today, it’s managed through a Laserfiche form and automated workflow which were created with the help of the Laserfiche Solution Marketplace.

“Before starting to design a process from scratch, I look to see if it has already been done in the Laserfiche Solution Marketplace,” Walters said. “It’s easy to duplicate. The Solution Marketplace is a great resource.”   

While the legacy manual process took a week or longer, the new solution made it possible for Samish to process grant applications in a single day. Managers can review content from mobile devices, further accelerating approvals. Most importantly, the accelerated application process opens up more opportunity for grants to go toward maintaining the economic welfare of Samish as well as the protection of the environment, and preservation of natural and cultural resources.

The success of the solution created buzz around the organization for Laserfiche, leading to more optimization initiatives. Today, Laserfiche is synonymous with automated solutions.

“Laserfiche is our go-to system for solving problems,” said Walters.

Building Resilience and Agility While Strengthening Cultural Ties

Samish’s digital efforts have also strengthened organizational resilience and agility, which were put to the test during the COVID-19 pandemic. Laserfiche proved critical when Samish needed a way to distribute financial assistance to members affected by the pandemic.

“Finance had a terrible time keeping track of the first relief payments that they sent out when COVID-19 started,” Walters said. “It was just night and day comparing it to how it went using Laserfiche.”

The team built a Laserfiche form that enabled members to register for assistance online. A Javascript integration with Smarty, an address validation tool, automatically completes address information for members. On the backend, an integration with MicroBilt validates ACH routing payment information.

“The whole user experience was quick and easy, and members are kept up to date with emails through the whole thing. There are a lot of automatic verifications happening, and there were hundreds of applications. There were still some manual validations, but staff were not overwhelmed by them as they would have been had we not created this solution.”

Sam Shinn, Systems Specialist, Samish Indian Nation

Similarly, a vaccine registration program was rolled out quickly using Laserfiche, which allowed Samish to partner with a nearby tribe so that the organizations could share resources.

“We don’t have the necessary support staff to administer all of those vaccinations,” Walters said. “That process would have been a nightmare to handle on paper; Samish health didn’t even try it. They came right to us, which was great.”

Walters estimates that each person’s registration would have taken about a half hour of staff time, plus additional time to reschedule when necessary, which was all but eliminated with the automated Laserfiche process. The workflow also auto-prioritized those who needed to be vaccinated more quickly and automatically waitlisted some applicants, which also saved countless hours of staff time.

Also born of the pandemic was a new system to support online attendance for the Tribe’s annual general council meeting, enabling registration and tracking attendance, which is necessary to establish a quorum. Today, it endures as a way to facilitate hybrid in-person and online participation, better serving Samish’s many geographically dispersed members.

“The solution is built on integrations between four different applications: Laserfiche, Microsoft Teams, our enrollment database and Sitefinity.” Because Samish hosts meetings that are for members only, Walters explained, “We needed a solution that was open but secure.”

His team created a registration portal that allows members to register, which also verifies that the person was a confirmed tribal member against an enrollment database. Laserfiche Workflow conveniently emails the member a calendar object. People who are registered also receive another Laserfiche form to verify that they are who they claim to be; the member then receives instructions on how to set their computer up to be ready for the meeting.

“I don’t think we’ll ever go back to not having virtual events,” Walters said. “Those who couldn’t participate before — members in New Zealand, England, etc. — now have access. They might have to get up a little earlier or stay up later, but they can view the events on demand as well.”

Ongoing Innovation to Benefit Tribal Members

Samish Indian Nation continues to expand on the digital innovations built on Laserfiche over the past decade. Samish has built e-forms and automated workflows for everything from simple staff ID badge and business card creation to more complex solutions for addressing the need for substitute approvers for processes when staff members are out of office.

“People go on vacation; people get sick; they take leaves of absence, things like that — and when they’re gone, other people will take over their responsibilities,” Walters explained. “This process enables users to assign those other people to processes, so that they can complete tasks during those absences.”

“The big thing that addressed was the lack of record when people reach out to IT about assigning other people tasks,” Shinn said. “Now, there’s a document that gets generated and stored in the repository from the user, saying that they designated a specific person to do certain tasks for a specific time period. It’s all automated so we don’t have to worry about anyone forgetting to communicate it to us.”

Laserfiche has become so embedded in staff workdays that the IT team has also created a Laserfiche Forms process to handle changes to Laserfiche processes. If a user needs changes to a business process, they can fill out a form that collects all the details needed to make that happen. “We’ll know exactly what process needs to change and what exactly needs to be done,” Shinn said. “The form gives convenient access for users. The process uses query parameters to populate the change request form, effectively creating templates for change requests.”

Continued optimization and more solutions are in the works, including a contract workflow, which will leverage an integration with DocuSign.

“As we’re looking at systems, one big thing we consider is how we can enhance it with Laserfiche,” Walters said. “We want to invest in things that work well with the Laserfiche platform, that can extend and work with it.”

Laserfiche Recognized at the 2024 WealthBriefing European Awards

WealthBriefing has experience reporting on the wealth management industry for nearly 20 years. It leverages this pedigree yearly, hosting awards programs across geographies, such as it has done with the 2024 WealthBriefing European Awards. This program, specific to the European region, evaluates individual experts, products and services on their capability to exhibit top class performance and innovation.

Laserfiche recently won an award as part of this program, for Change Management Process/Best Implementation of a Technology Solution. We had the pleasure of interviewing Russell Boland, Director of EMEA Sales at Laserfiche, to give his insights on what made Laserfiche a winning solution this year.

What was the winning formula for Laserfiche at the WealthBriefing European Awards this year?

Laserfiche listens carefully to customers and understands their specific needs, to see how we can deliver more tangible value. For example:
  • Accurate document and records management for client files, essential to supporting regulatory requirements
  • Robust tools for digitising business processes — which are often more complex and specialised in the wealth management industry — with compliance checks and reporting capabilities
  • Process digitalisation with integrations with many of the systems wealth managers require
  • A low-code platform that supports flexibility in designing processes with specific requirements

Laserfiche is adding to the value of wealth management customers through keeping client data in good order, raising staff productivity, accelerating client service and addressing ever-rising compliance requirements effectively and affordably.

What is Laserfiche doing to continue serving the needs of the wealth management industry?

Wealth management firms are reporting pressure from clients to reduce fees and deliver faster services. Meanwhile, it is more challenging than ever to attract and retain the specialist staff needed for this sophisticated and highly regulated industry. According to Laserfiche research, 70% of British Gen Z have left, or would consider leaving, their company due to outdated technology.

Laserfiche provides easy-to-use tools that empower organisations to modernise processes, and continues to innovate by incorporating technologies including artificial intelligence. This enables wealth managers to automate and optimise operations, aiding training, reducing key person risk and simplifying compliance. Digitalised processes boost productivity, raise staff satisfaction, and improve collaboration, in turn increasing revenue capacity, freeing up staff time to focus on client engagement.

What challenges are organizations in wealth management experiencing today, and how can they use Laserfiche to over come these challenges?

The volume of data firms create and manage continues to grow by around 20% per year. Additionally, regulators are imposing strict disciplinary sanctions for organisations that fail to follow regulations. More frequent and detailed audits add to rising compliance-related costs.

Laserfiche supports customers through these challenges by providing a single source of truth for data, and a process automation hub that integrates seamlessly with other core technology systems. Laserfiche provides a new level of visibility into operations, by tracking user actions on records with audit trails, and standardizing processes to optimise staff experience, address regulatory requirements, and strengthen information governance.

How do you see the wealth management industry and Laserfiche’s role in it evolving over the next five years?

Leading wealth managers are investing heavily in technology to enable them to grow revenues without requiring similar staff cost growth.

Growth often leads to more need for end-to-end automated processes while firms simultaneously navigate an increasingly complex compliance landscape. Today, it’s imperative for organisations to build strong technology infrastructures in partnership with trusted vendors such as Laserfiche and solution providers that specialise in wealth management, including MBS, the 2024 Laserfiche International Partner of the Year.

Additionally, the generative AI hype will continue. At Laserfiche, we believe AI will empower individuals to transform their work, take control of processes, and supercharge productivity. There is great promise for AI solutions in wealth management, in areas such as compliance, fraud prevention and client service.

But to achieve enterprise-wide transformation, organisations need to deploy AI at scale, which involves sophisticated data management frameworks and efficiently deploying AI across platforms. In the next five years, the focus will be on supporting customers in genuinely valuable AI deployments, utilising these technologies responsibly via risk-and-benefits frameworks.

Continue your journey  

To learn more about Laserfiche solutions for the wealth management industry, visit https://www.laserfiche.com/solutions/financial-services/wealth-management/

Coppell ISD Supports Student Success with District-Wide Records Management Transformation

SITUATION

• Needed a solution to automate student-centric processes
• Legacy processes required administrators to perform time-consuming manual document management tasks

RESULTS

• Reduced the student enrollment timeline from one week or longer to one day
• Laserfiche SIS integration enabled student records to be automatically created in approximately 5-10 seconds

Coppell Independent School District (ISD) is a public school system just outside the Dallas/Fort Worth area in northern Texas, with 1,600 staff members serving over 13,000 students across 18 schools. With a 99% high school graduation rate and 97% overall score in its 2022 State Academic Accountability Rating, Coppell ISD prides itself on supporting students through all avenues available, from the quality of teachers to innovative technology solutions that drive administrative innovation.

As part of its mission to serve students and administrators, Coppell ISD partnered with Laserfiche to transform key administrative processes and improve document management practices throughout the district.

Modernizing Coppell ISD’s Online Student Enrollment System

Coppell ISD consulted with a local Laserfiche solution provider and decided to bring on Laserfiche as an enterprise content management (ECM) technology solution, with the initial goal of modernizing and automating the district’s human resources department. All staff records had previously been stored in physical files and manual processes created a major risk of user error. District administrators chose Laserfiche as a solution because they knew once the HR automation project was complete, they could use the software for many additional projects across departments. “Once you understand the capabilities of Laserfiche, you can utilize it for much more than the original use case,” said Angela Goerner, director of enterprise content management for Coppell ISD.

Once the HR department automated crucial processes like annual contracts and handbook agreements, Goerner and Coordinator of Student Information Systems Carol Freese decided to automate another manual process that historically created an administrative bottleneck: the online student enrollment system.

Historically, the student enrollment process was a convoluted series of Google Forms, manual information verification and an enrollment software that required parents to keep track of a username and password — and resort to calling Coppell ISD administrators when they forgot that information. Administrators at different Coppell ISD campuses all had their own processes for gathering documentation, informing parents and supporting students. “Administrators were either on the phone or back-and-forth emailing, and they were required to create their own organization system. It slowed everything down, and opened the door for mistakes,” said Goerner.

Coppell ISD also had to rely on an external administrator to customize their previous digital enrollment system, and didn’t have the option to develop digital cumulative files for their students. Administrators were responsible for managing cumbersome manual processes, like hunting down proof of residency and manually transferring documents from the enrollment system to their student information system (SIS), eSchoolPlus.

To eliminate these pain points for parents and administrators, Goerner standardized and automated the student enrollment process in Laserfiche. The process was reduced to three main steps, with all the manual work either eliminated or reduced to quick approvals in the Laserfiche system. “We were able to customize exactly what we wanted to get from parents and make the application work for the parent as well as the administrators,” said Goerner.

Historically, the student enrollment process took a week or longer. Now, when Coppell ISD gets an enrollment request from a parent, they can usually get the student enrolled and in school the next day.

Supporting Student Success from Pre-K to Graduation with Digital Cumulative Folders and SIS Integrations

Transitioning the student enrollment process into Laserfiche had the ancillary benefit of kickstarting the development of digital cumulative folders for all of Coppell ISD’s more than 13,000 students.

Previously, Coppell ISD kept physical files for each student — ranging in size from about 40 pages on average up to 300 pages — which office administrators had to manually update. Administrators had to file every report card, every test score and every student-related incident report into these physical student files.

With Laserfiche, when a student is accepted to attend a Coppell ISD school, all the documents from their application are automatically added to a new digital cumulative file. Grades and test scores are automatically added to the cumulative files each semester. If a student needs to transfer between schools in the district, there’s no need to transport physical files, significantly reducing the likelihood that crucial documentation will be lost or left behind.

Coppell ISD was also able to directly integrate Laserfiche with its SIS system, PowerSchool eSchoolPlus. Prior to launching the Laserfiche enrollment process, Freese had to manually launch a transfer process between the enrollment system and eSchoolPlus, which opened up the door to errors.

“Errors would occur, and I would have to track down which files didn’t transfer properly and why they didn’t transfer. I would also have to go in and fix data. That was enormously frustrating,” said Freese.

Now, when an application receives final approval from an administrator, a Laserfiche workflow and integration with eSchoolPlus creates a new student record, accessible to administrators within about 20 seconds.

“Laserfiche has allowed us to automate our very complex enrollment process, saving time and ensuring all the appropriate people are notified automatically and all the appropriate documentation is collected,” said Freese.

Automation Serves Coppell ISD’s Mission To “Educate the Whole Child”

Coppell ISD’s mission is to “educate the whole child,” supporting their students not just academically but in terms of their emotional well-being and safety. With this mission in mind, Goerner’s next priority for digital transformation was a series of processes related to student threat assessments, bullying investigation and Title IX protocols.

“The threat assessment and bullying investigation process is vital for student, staff and district protection,” said Goerner. “Our students’ safety is always important, but the proper collection of documentation is just as important for other districts and state reporting purposes.”

Previously, Coppell ISD captured the threat assessment information in a Google Form, which did not allow for an accurate information flow throughout the whole process. Notifications to campus and district administrative staff were sent out manually, which would often slow down completion time or create gaps where crucial staff members were left out of notification process. In instances of bullying, the manual threat assessment form had to be completed, as well as a separate paper-based bullying investigation process.

Goerner developed a Laserfiche workflow that includes:
  • An up-front student threat assessment form, which helps administrators develop a student support plan
  • Automatic creation of the student support plan form in Laserfiche
  • Automatic assignment of the student support plan to a student counselor, who receives regular email notifications to report student progress on that form

Digitizing these processes has allowed Coppell ISD to combine the requirements of the threat assessment form within the bullying investigation form, simplifying the experience for staff members. Students who require interventions now automatically get a support plan put in place within the bullying investigation form, which reduces the amount of paperwork and process steps significantly.

 “Counselors and administrators are excited because it’s going to save so much time and eliminate so much manual tracking of support plans.” said Goerner.

Upon deploying the threat assessment process, turnaround time on completion of a safety and support plan for students has significantly dropped, from about a workweek to as short as one day. Campus staff that are required to provide interventions are notified immediately, and the digital process is a key accountability tool to ensure timeliness in implementing interventions for students. Taking advantage of Laserfiche’s wide array of tools, threat assessment/bullying intervention documentation is automatically added to students’ cumulative folders, easily redacted in the event of an open records request and automatically transferred to the correct office for students who change schools. Via the integration, the new threat assessment process writes directly to eSchoolPlus for data tracking and state reporting as students transfer between Texas school districts. 

With so many existing success stories with Laserfiche, the district already has its next project lined up: an overhaul of the Title IX investigation process. They are currently working with Cities Digital as their Laserfiche solution provider.

Cost-Efficiency, ML and Interoperability — Laserfiche Predictions for Manufacturing and Healthcare in 2024

At Laserfiche we’re always looking forward. We also know that industries like manufacturing and healthcare are continuously searching for new ways to address their industry’s unique challenges.

That’s why in the new year, we asked one of our resident industry experts — Grace Nam, Strategic Solutions Manager: Manufacturing and Healthcare — to make predictions about what innovations and ideas healthcare organizations and manufacturing firms are going to prioritize in 2024.

Healthcare organizations will leverage new technologies to innovate and reduce costs:
  • Trends in healthcare technology in 2024 will heavily focus on cost-effective solutions, specifically in Finance/RCM areas, to drive operational efficiency and increase workforce satisfaction.  AI-enhanced workflow tools will be used to enhance existing processes and better leverage data to become more efficient and solve legacy industry challenges such as staffing burnout and the lack of harmonization for healthcare operations.

  • Interoperability and artificial intelligence will play a large role in the innovation of healthcare technology in 2024 and will be necessary to control the rising needs in healthcare data management and analytics, specially in the clinical field. By allowing AI-enhanced workflow, organizations can implement better data exchange between processes and immediately deliver results in cost and time savings, while significantly improving staff and patient satisfaction.
     
  • AI tools will be utilized to enhance current healthcare technologies, further expand the capabilities of automation and streamline day-to-day operations. As personal value-based care will continue to grow in 2024 and it will be critical for healthcare providers to create digital access to support in-person and telehealth visits in order to maximize outcomes for both healthcare organizations and patients while driving consistent operational efficiency. 

Manufacturing will utilize AI and other technologies to achieve improved interoperability:
  • In 2024, more manufacturing companies will integrate artificial intelligence and machine learning to address high-cost functionalities with compliance documentation and interoperability issues between software and technologies. By utilizing process automation and enhancing data processing speed, manufacturers can increase operational efficiency and reduce costs with improved systems while achieving business agility and scalability. 

  • We can expect greater adoption of digitization and process integration by manufacturers in 2024. These solutions will allow manufacturers to make critical decisions in a timely manner, prioritize high-cost challenges, and control compliance. Additionally, more manufacturers will make significant investments in AI, ML and integrations in order to address delays in production, document and data control, inventory management, inspection and shipping. 
  • Manufacturing enterprises are often vast and complex, and in 2024, data exchange and management will be crucial in achieving interoperability. By efficiently using and processing data through the power of automation, manufacturers will be able to create a work environment that not only encourages employee productivity but attracts younger generations of talent. Using digital tools to move data more seamlessly throughout manufacturing systems will be key to boosting ROI in 2024.

Start your digital transformation journey

Want to make an innovative start to 2024? Check out the following resources to learn how ECM can be your organization’s key to newfound efficiencies this year.

Schedule a personalized Laserfiche demo

A complete ECM solution like Laserfiche can help organizations across industries dramatically improve the efficiency of its business processes. See first hand how Laserfiche can be your solution and schedule a demo.

Discover powerful solutions on the Laserfiche Solution Marketplace

Some of the more robust ECM systems, including Laserfiche, offer marketplaces for process templates that organizations in a variety of industries, including manufacturing and healthcare, can use to jumpstart digital transformation initiatives. To learn more about the Laserfiche Solution Marketplace, watch the video below:

 

Gain new insights with our latest industry white papers

Check out this healthcare industry whitepaper to learn more about the role intelligent automation is playing in the industry.

In addition, our manufacturing whitepaper can be a useful resource for firms looking to further protect their production pipelines from disruptions.

Check out the G2 Grid® for Enterprise Content Management (ECM)

Comparing ECM systems? Compare the top vendors in the space with the G2 Grid® for Enterprise Content Management (ECM):
G2 Grid® for Enterprise Content Management (ECM) Systems

Hyperautomation, Integrations and AI — Laserfiche Predictions for Financial Services in 2024

At Laserfiche we’re always looking forward. We know that financial services firms are no different.

That’s why in the new year, we asked our resident financial services expert — Joman Kwong, Strategic Solutions Manager: Financial Services — to make predictions about what innovations and ideas finance firms are going to prioritize in 2024.

Hyperautomation will become a powerful tool for businesses: In 2024, hyperautomation will represent a key shift in technology investments among financial services institutions to drive operational excellence and improve total experience (TX). While many organizations may have invested in automation, it’s primarily been in single-point solutions, and a more forward-thinking approach will be key to achieving greater efficiencies. This will be done by transforming and integrating processes into end-to-end solutions and leveraging the power of multiple tools, such as AI-driven intelligent data capture, API integration, RPA, and workflows. Assigning technology to handle tasks allows employees to focus on other priorities that require human intervention and empowers them to develop additional skill sets that can contribute to business growth. Additionally, this will enhance the customer experience by expanding digital and automation capabilities to meet heightened expectations.

Business will increasingly rely on API integrations to meet their needs: During the pandemic, financial institutions adopted various technologies, but they often only served certain purposes, making them less compatible with other tools. In 2024, to maximize investments, businesses will leverage API integration to enhance business intelligence, foster innovation, eliminate information silos, and reduce the burden on IT teams. For example, banking institutions may integrate their core banking platforms with content services platforms to enhance their document processing and records management capabilities. Additionally, they may integrate DMS with CRMs and custodians to establish an end-to-end solution such as new client onboarding process or set up automatic data transfer and information sync up between applications.

AI will become a more integral part of the business landscape: Financial institutions will continue to adopt AI to help streamline operations, reduce human error, save time, lower operational costs, and address industry regulations. They will also leverage AI to provide more personalized recommendations and predictive insights based on a particular customer’s financial background and past activities, strengthening overall customer service. Additional uses will include populating automatic forms, optimizing chatbots, flagging deviations, and sending signals to employees for immediate action. The rise of AI-driven solutions will also bring a heightened focus on security in 2024. Financial institutions must be cognizant of sensitive customer and employee information and establish an AI governance committee and usage policies.

Cloud adoption will increase among organizations: In 2024, the use of cloud-based technology will rapidly accelerate as more firms seek modern solutions to doing business. This marks a significant transition in the industry as financial institutions have historically resisted moving sensitive data to the cloud. Creating a digital ecosystem with cloud adoption will support new product development and innovation, boost resiliency and business continuity, and optimize overall cost-effectiveness.

Start your digital transformation journey

Want to make an innovative start to 2024? Check out the following resources to learn how ECM can be your organization’s key to newfound efficiencies this year.

Schedule a personalized Laserfiche demo

A complete ECM solution like Laserfiche can help financial services organizations dramatically improve the efficiency of business processes and drive business growth. See first hand how Laserfiche can be your solution and schedule a demo.

Discover powerful solutions on the Laserfiche Solution Marketplace

Some of the more robust ECM systems, including Laserfiche, offer marketplaces for process templates that financial services firms can use to jumpstart digital transformation initiatives. To learn more about the Laserfiche Solution Marketplace, watch the video below:

 

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Learn how AI is shaping up to be a powerful too in the digital transformation toolkit for financial services firms with the industry whitepaper: What ChatGPT Means for Wealth Management.

Check out the G2 Grid® for Enterprise Content Management (ECM)

Comparing ECM systems? Compare the top vendors in the space with the G2 Grid® for Enterprise Content Management (ECM):
G2 Grid® for Enterprise Content Management (ECM) Systems

Manufacturers Challenged with Manual Operations and Work Delays, According to SME and Laserfiche Study

Increasing overall process effectiveness and enabling data-driven decisions are top priorities for organizations’ digitization journeys.

LONG BEACH, CALIFORNIA, Dec. 12, 2023 — New research by SME and Laserfiche — the leading SaaS provider of intelligent content management and business process automation — finds that the manufacturing industry continues to rely heavily on manual processes while experiencing work delays in a number of key areas.

The study surveyed over 300 manufacturing professionals employed with organizations with 101 or more employees. Only a third of respondents reported that their facilities had completely automated operations related to equipment capacity utilization (30%), sales sheets/documents (27%), quality management (24%), and inspection sheets (24%). Meanwhile, the majority of respondents experience work delays related to inventory data (62%), manufacturing throughput times (62%), equipment effectiveness (62%), and equipment capacity utilization (60%).

“Overall equipment effectiveness and throughput determine a manufacturing facility’s ability to compete in today’s market,” said Grace Nam, strategic solutions manager, manufacturing, at Laserfiche. “As the report shows, manual processes and unstandardized external and internal communication methods that require various documents and records are still driving most manufacturing operations. This approach can have a negative impact on equipment availability and performance, as well as lead time to customer.”

Results also revealed that increasing overall process effectiveness and enabling data-driven decision making are top priorities for organizations as they consider the next steps in their digitization journeys. In many respondents’ technology plans were AI (56%), cloud computing (52%), and document and records management (47%) initiatives.

“There is incredible opportunity for manufacturers who focus on digitizing paperwork and automating operations,” Nam added. “By embracing digital compliance document and records management, developing a standardized system to improve processing time, and fostering interoperability with metadata management, companies can unlock new efficiencies, reduce costs, and get ahead of the competition. Additionally, advancements in AI and cloud computing will accelerate digital transformation in the industry, meaning investments in digitization and automation are more important than ever before.”  

Additional findings in the report include:
  • High cost of compliance — Over 40% of respondents indicated that the top challenge for their organization is the high costs associated with compliance documentation. With new requirements being introduced constantly, industry-specific requirements to manage, plus various regulation changes based on region and country, those costs are likely to grow unless organizations implement solutions to automate and streamline compliance processes.
  • The enterprise content management (ECM) advantage — Among current users of ECM systems, almost all respondents (96%) indicated that they are somewhat to very satisfied with the return on investment their system provides. The result reveals the highest level of satisfaction with ROI across systems used in manufacturing — however, only 15% of respondents report using ECM, suggesting significant opportunity for organizations that adopt ECM and its benefits.

“It’s clear from these results that there is significant room for the industry to increase their competitiveness and efficiency by modernizing their processes and transitioning to smart manufacturing technologies,” said Dave O’Neil, vice president, media, at SME. “By sharing these results, SME can continue to help support companies through this transition to ensure a robust future for North American manufacturing.”

To download a copy of the Laserfiche and SME research report, click here.

To learn more about Laserfiche solutions for the manufacturing industry, visit https://www.laserfiche.com/solutions/manufacturing/.  

About Laserfiche

Laserfiche is the leading SaaS provider of intelligent content management and business process automation. Through workflows, e-forms, document management and analytics, the Laserfiche® platform centralizes data and many types of documents from across the organization and streamlines critical business processes that impact organizational growth and productivity in core functions such as sales, engineering, operations, accounting and more.

For over 30 years, Laserfiche has served organizations in highly-regulated manufacturing industries — including aerospace and defense, gas and oil, industrial, food and beverage and more — to simplify data- and content-driven business processes, supporting quality management and document control, compliance, organization-wide information governance and digital resilience. Today, Laserfiche’s cloud-first approach incorporates machine learning and AI innovations, and supports integrations with technologies like enterprise resource planning (ERP), supply chain management (SCM), customer relationship management (CRM) and more to drive enterprise-wide digital transformation.

Learn more at https://www.laserfiche.com/solutions/manufacturing/

About SME

Established in 1932 as a nonprofit organization, SME represents the entire North American manufacturing industry, including manufacturers, academia, professionals, students, and the communities in which they operate. Together we share one common belief: Manufacturing holds the key to economic growth and prosperity. SME accelerates new technology adoption and inspires and builds North America’s talent and capabilities in order to advance manufacturing as a diverse, thriving and valued ecosystem that drives competitiveness, resiliency and national security. We believe in technology’s power and humanity’s innovation to advance our society and meet many national challenges. We design new ways to understand and solve problems, and our solutions advance the next wave of innovation and growth. Learn more at SME.org, or follow SME on X/Twitter, LinkedIn, Facebook and Instagram.

ETC Scales Automation to Support Australia’s Workforce

SITUATION

• Compliance with regulatory requirements was driven by manual tasks and loads of paper
• An increase in caseload uncovered a greater need for digital transformation of the customer onboarding process

RESULTS

• ETC managed a 100% increase in caseload without hiring additional staff
• Gained the ability to place job seekers 50% faster than competitors

When the Enterprise & Training Company (ETC) team began a digital transformation initiative in 2019, the goal was to improve compliance. In 2020, the COVID-19 pandemic upended the organization’s plans. As a not-for-profit specializing in employment and training services delivered on behalf of Australian and state governments, ETC found itself on the front lines of a global crisis. People were losing their jobs and ETC’s caseload doubled from 7,000 to 14,000 in a short period of time.

Over the past 30-plus years, ETC has helped over 95,000 people find jobs and trained over 46,000 people, but this was a completely novel challenge.

“We had to pivot to find a digital solution that would replace our face-to-face model and continue to provide a service for our current customers,” said Tim Welsh, manager of Innovation at ETC. “Our 18-month automation plan was brought forward, and we used Laserfiche to completely digitize 40 forms and associated workflows and release them into production within two months. This was a real game changer for our organization because it enabled us to get on the front foot and proactively service our customers.”

50% faster job placement compared to competitorsUltimately, the team’s efforts allowed ETC to accelerate processes and place job seekers 50% quicker than ETC’s competitors — while still supporting compliance practices as originally intended.

“The impact of our Laserfiche initiatives meant we were able to support some of society’s most vulnerable people on their journey to finding work a lot quicker than what was occurring nationally, and what we would have normally been able to achieve,” Welsh added.

Building Digital Resilience to Support Australia’s Workforce

As stay-at-home mandates began to roll out across Australia, ETC braced for impact. Accustomed to supporting young people, people with disabilities, migrants and refugees, long-term unemployed, Aboriginal Australians and Torres Strait Islander people as well as the broader community, the ETC team knew that the pandemic would have widespread impact.

“Uncertainty around a worldwide pandemic was a stressful time for everyone, but even more so for many of our customers who had recently been made unemployed, some for the first time in their lives,” Welsh said.

The team accelerated its digital transformation plans, streamlining the customer onboarding process using Laserfiche Forms and workflow.

In the legacy customer onboarding process, customers complete documents required for compliance, including privacy consent and permission to contact their employer forms. Additionally, they complete a skill and ability to work assessment. Prior to the Laserfiche solution, ETC teams were required to:
  • Print all the forms for the customer to fill out
  • Manually scan and send them to the customer’s email
  • Create and rename a new customer folder on the server
  • Download the document from the email
  • Rename and save to the correct folder

All aspects of this process are now automated with Laserfiche, saving between 10-15 minutes per customer. Welsh added that it was a significant enhancement to the employee experience as well, as team members spend less time on manual tasks and more time helping customers get training and placed into jobs.

Streamlining the process further, ETC uses Laserfiche Connector and a custom API to query the organization’s CRM, which provides up-to-date customer information. “This ensures that the data we require, such as email addresses, are up to date when sending, receiving, and filing content and are not subject to user error,” Welsh said. “It also ensures that customer documents are saved in the correct location each time, which not only makes it easier for our staff in accessing information but is also essential during audits of our government contracts.”

Supporting Scale with Automation

100% increase in caseload without hiring additional staffBefore Laserfiche, if ETC saw a sudden spike in caseload, the organization would hire more staff to handle it. “In this case, we would have had to employ an additional 36 staff,” Welsh said. “Instead, thanks to Laserfiche, we brought forward our digitization and automation plans for onboarding customers. Rather than hire new staff, we created a centralized digital servicing team consisting of 13 people, saving us about $1.6 million in salary and on costs.”

This approach also saved ETC from having to source new premises to accommodate staff. Most importantly, however, the new digital servicing team enabled ETC to place people into jobs, on average, 50% quicker than competitors. At the same time, ETC is able to provide new opportunities for its staff to upskill and grow professionally.

“The low-code framework that Laserfiche provides means I can scale up people who actually understand the business,” Welsh explained. “Now we talk about them as citizen developers. … I can actually bring them in and teach them how to do more of that in-depth Laserfiche workflow.”

Compliance practices, too, have been simplified across the organization. “Employees love it,” Welsh said. “We’re a very, very heavy admin organization and there is a lot of compliance for our government contracts. And prior to Laserfiche, that was all done by hand.”

Today, ETC continues to grow and leverage digitization and automation to scale. In July of 2022, ETC was awarded government contracts that required an additional 258 staff to be trained to understand the delivery of service via Laserfiche for a customer base of over 10,000.

Future plans include more integrations that will help to create a holistic view of customer journeys and needs. The company is currently working to incorporate Laserfiche in an accounts payable solution that will integrate with ETC’s business intelligence and finance reporting systems.

“Laserfiche has revolutionized ETC’s ability to service the customer both internally and externally where and when they need it,” Welsh said. “Streamlining and digitizing our workflows has significantly reduced our administration overhead, allowing our teams to spend valuable time assisting their customers.”

Intelligent Automation in Healthcare: What Motivates Investments in the Next Generation of EHR Integrations

In an era of evolving technology and limited staffing resources, the question of automating or optimizing workflows to reduce repetitive work within medical practices is a matter of “how” and when.”

Healthcare leaders feeling the pressures of a competitive labor market and stagnant reimbursement rates report they are not prepared to make a switch to a new EHR or practice management (PM) system in the coming years, but they do find value in the elimination of manual work when they invest in new platforms to save operational costs.

Laserfiche, the leading SaaS provider of enterprise content management and business process automation, partnered with Medical Group Management Association (MGMA), in 2023 to better understand the opportunities and challenges for medical practice leaders in evaluating their platforms for workflow, electronic forms, document and records management and more.

In May 2023, Laserfiche and MGMA surveyed medical practice administrators, physicians, billing and coding leaders and health information technology (HIT) workers for their views on EHR and PM systems, business automation and more to understand:
  • What is their current level of satisfaction with these systems?
  • What improvements are these healthcare leaders looking for in new platforms?
  • What are their priorities when looking to invest in new platforms or integrations?

Three big Ws: who, what and where

To understand the survey respondents’ overall satisfaction and willingness to embrace new platforms or integrations, we must start by assessing their current systems:
Results from survey asking respondents what their primary EHR platform was at the time. For a recent EHR market share report reflective of the full hospital space, read the May KLAS Research report.
  • More than three-quarters (77%) of respondents reported that Epic is their primary EHR platform, with another 15% on Cerner or Athenahealth, about 8% on CPRS, eCW or Allscripts, and another 4% who responded “other.”
  • More than eight in 10 (82%) respondents come from large organizations of more than 100 full-time-equivalent physicians.
  • Hospitals or university hospitals made up the largest share of respondents by organization type (43%), followed by integrated health/delivery systems (24%) and medical group practices (23%), with the remaining 11% comprised of other academic medical settings, federally qualified health centers (FQHCs), rural health clinics (RHCs) or “other.”

Rating current platform performance: a mixed bag

Almost four-fifths (79%) of surveyed healthcare professionals gave their current EHR system a “very good” or “good” rating on overall performance, though no single attribute of their EHR system rated as highly as that broad assessment:
Results from survey asking respondents to rate their current EHR system.
  • Data interoperability (64%) and value-based arrangement support (57%) were the top two specific ratings for “very good”/“good” performance behind the overall performance rating.
  • When rated for ability to eliminate manual work, the “very good”/“good” rating falls by more than 20 percentage points to 56%.
  • “Very good”/“good” ratings were even lower for attributes such as “saving time” (50%), saving money (47%), and mitigating clinician/worker burnout (40%).

Want to learn more?

Download the whitepaper, “Intelligent Automation in Healthcare — What Motivates Investments in the Next Generation of EHR Integrations.”