When it comes to selecting software for records centers, flexibility can be a key consideration. "Consumers are looking for more than just box storage," says Clifford Besner, chairman of DocuData Software Corp., Montreal. While storage remains a major function of records centers, he adds that their clients are looking for help "managing, controlling and finding their documents."
Besner suggests ensuring the software an operation selects can handle all of the services the firm is offering, from active file management to digital imaging to the ability to store electronic files such as voice mails.
The software a records center uses needs to offer the flexibility an operation requires to meet the varied needs of a host of clients, says Steve Hyman, president of DHS Worldwide, Orange Park, Fla. Software needs to provide the functionally that allows a records center to be competitive, as well, he adds. Today, this functionality often means the ability to handle electronic documents as well as providing Web access to clients.
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With new software, a records center’s learning curve can hinge on how well the staff understands the records management business, sources say. Those new to the industry may need to be educated on the various service areas and potential revenue sources as well as various options for professional processes, says Clifford Bessner, chairman of DocuData Software Corp., Montreal. Scott Bidwell, president and COO of Andrews Software, Cleveland, says training a startup firm’s employees on the software is generally a straightforward process. “We spend more time teaching the business than we do ‘button pushing’ on the software. We often spend time walking customers through the logistics of bringing in new accounts, including data conversions,” he says. “What becomes a challenge is when the start up wins a 30,000-box account and they wonder what the first step is and how they are going to manage the conversion, which is where we can help.” Bidwell adds, “As a side note, training should be something that the records center invests in. For example, after a few months of operation, they should look into additional training to pick up on tricks or other functionality in the application.” The more functionality a records center requires of its software, the more involved the training, says Ian Thomas, vice president of business development, O’Neil Software, Irvine, Calif. Records center employs typically need three days of training to understand the core functionality of O’Neil’s software, he says, which includes account set up, servicing accounts and producing an accurate invoice. Firms with very active clients may require additional training, Thomas says, and he typically recommends five days to his customers. Once training is complete, ongoing support can also be a concern. “It’s hard to distinguish between support and training,” Besner says. “Training is an ongoing process because records centers evolve and change.” Thomas describes technical support as the issues that crop up in the course of applying the software to the records center’s operation. “You are going to need support; make sure that mechanism is there,” he suggests. Software providers often host user forums and conferences that enable their clients to benefit from one another’s experience with their applications, as well.
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Software plays a critical role in a records center’s operation, and companies will want to do their research prior to selecting an application for their operations.
CRITICAL FACTORS
"I tell people to buy their last software first," says Ian Thomas, vice president of business development for O’Neil Software, Irvine, Calif. "Changing is hard for people and it gets expensive."
This underscores the importance of careful shopping.
"One of the most important things for a company considering getting into the business is making sure they do demos of the products they are considering purchasing," Hyman says. "By having a demo, they can have a much better idea of the interfaces and likely find one they feel is easy to use."
Scott Bidwell, president and COO of Andrews Software, Cleveland, says software selection is among the most important decisions a startup records management firm will make. He also stresses that software must be easy to use and versatile enough to meet customers’ needs. "What seems like a simple business of managing boxes and files on a shelf can be made rather complicated by your prospective customers, and having software with a proven track record is essential."
"Can the software provider offer other solutions, such as tape management or document destruction, such as on-site or plant-based shredding?" he continues. "If you are not in the vault or shredding business, your customers will probably pull you in that direction."
Records centers also need to consider the total cost of ownership when shopping for software, Thomas says. "Handheld scanners can look more expense initially," he says. But when the total cost of ownership is considered, such as the savings in personnel that can be realized with an effective software solution, records center operators may find that the investment pays for itself in a short time, Thomas adds.
When discussing options with a software provider, records center operators often will need to provide information on the size of their businesses, including the number of boxes in storage and the size of their staff. The volume of active files also will need to be considered, Thomas says.
"Each situation seems to be different, and it really depends on where they are coming from," Bidwell says. He adds that with startup operations, the process is generally "cut and dry," with Andrews representatives providing operational best practices.
For existing operations, however, Bidwell says software providers need to know how they have been managing their businesses, including potential hurdles that may crop up during the conversion process. "A software conversion will touch every aspect of the operation, and training in advance is extremely important in facilitating a smooth transition," he says.
When working with established clients, Hyman says software providers often investigate how a records center currently operates to ensure they can configure their software to match the record center’s current needs.
"A startup is just the opposite," he says. "We help them develop a records management program that they can sell and that fits in with their business plans," Hyman adds.
Whether an established business or a startup, records centers should communicate their foremost business challenges to potential software suppliers and their understanding of their clients’ needs. Increasingly, those needs include Web access and electronic records management.
WEB ENABLED
While Web access is growing in importance, Thomas suggests that a startup may want to delay adding this functionality until it has mastered the day-to-day tasks of operating a records center, unless clients are specifically requesting the feature. "Web exposes your operation to your customers more, and you need to have fluid workflows first," Thomas says. Increasingly, records center operators will find that Web access is a customer expectation, Bidwell says. "I have customers who say 80 percent of service requests come in through the Web." Web access provides advantages for the records center and the client alike, according to software vendors. "It greatly reduces the amount of work that you have to do internally," Hyman says, while also reducing the opportunity for errors on the part of the records center’s staff during order entry. "A lot of our clients are trying to push their clients to use the Web, giving them better pricing if they order documents on the Web," he says. "It places the [order entry] burden on the client and also takes out the extra step that could create possible errors." Besner of DocuData, which was founded by Docu-Depot, an active records center, says nearly 93 percent of Docu-Depot’s clients request documents electronically via the Web or through DocuData compatible software. However, he says the 80/20 rule often can apply, where 20 percent of a records center’s clients drive 80 percent of Web order entry volume. When it comes to the Web interface, it has to be flexible enough to accommodate orders from a range of clients, including clients in the legal and medical sectors. Some records centers may find they need to work with software providers to customize Web portals for each of their clients. DIVING INTO DATA As a business management tool, software enables record center managers to generate a number of standard reports and custom queries that provide additional insight into their operations, such as inventory information and client histories. Clients also should be able to generate reports through the Web portal. Hyman says reports should help records centers audit their operations as well as maintain their integrity and improve their performance. Thomas adds that the ability to create custom reports should be a concern for records center operators. "As you grow, the questions you want to ask the system will grow," he says. "Flexibility is the key." The author is editor of SDB magazine and can be e-mailed at dtoto@gie.net.
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