docHarbor Deploys its "Secret Weapon”28 Mar, 2006
docHarbor Deploys its "Secret Weapon”
SAN DIEGO--docHarbor has a
"secret weapon" in the quest for rapid document services implementation. The
docHarbor Professional Services team has cut document services execution down to
a matter of weeks.
"Once a customer decides that document storage and retrieval via the web is their desired path, they usually want it done fast and they want it done right," says Tom Cunningham, Senior Vice President Worldwide Operations. “Taking native print steams or scanned images and turning them into exact view images that can be indexed, queried and viewed online securely isn’t always an easy task. Bbut the new docHarbor Professional Services Implementation team has found a formula that works and is getting rave reviews from customers.”
From start to finish, Professional Services follows a process which involves the customer at every juncture. The project begins with kickoff calls, internally at first with docHarbor’s sales and pre-sales specialists to make sure the team completely understands the customer’s requests. Customers will already have received our Guide to the Implementation Process so that prior to the kickoff call they know what input will be needed from them – and when – in order for us to quickly implement their custom solution.
Next, customers receive schedules from the project manager, templates for necessary data, procedures for providing test files, data transmission and FTP forms, meeting agendas and minutes from weekly project calls attended by both teams. Throughout the report configuration process, docHarbor engineers and programmers work closely with the customer to ensure their documents are access-controlled, logically grouped, easily queried and properly viewable.
Once the project is released to production, Client Support is called in along with the customer to explain ongoing support procedures. Professional Services also provides user training on their new document portal, as well as training for administrators using the remote administration tool. One of the keys to the team’s success is that is constantly reevaluates every step to ensure that customer service is a continual process.
According to Cunningham, "The combination of this proven process and a motivated customer enables us to rapidly implement a standard system." He points to the docHarbor Online solution, which also offers custom components such as report mining, APIs, e-mail notification and custom servlets – which can require additional implementation time. "For customers using the standard docHarbor Online web presentment solution, with its built-in flexibility allowing unique configuration for each customer, fast implementation is our goal to get users’ documents online as quickly as possible."
Cunningham reports the average implementation is slightly over forty-five days, including custom implementations as well as standard. "We’ve had fully implemented customers in production in as little as seven days! From financial services, to publishers, to utilities, we’ve been able to exceed customers’ expectations with rapid implementations. All it takes is motivation on each side, solid project management and open communications."