2009 has been designated by the United Nations as the International Year of Astronomy, marking Galileo’s groundbreaking telescopic discoveries of the universe in 1609. Galilei provided the foundation for understanding ever-changing planetary bodies, how they connect people around the globe, and how their constant transformation affects our lives. His findings launched a worldwide fascination about how planets and stars assemble, evolve, and work together. 

Technology integration is not unlike astronomy. Behind customers’ familiar screens is a collection of isolated technologies used for everyday business. From word processing and spreadsheets to databases, CRM software, line-of-business applications and more, each purchase is a precious star in the constellation of business solutions. 

Yet on their own, even the best applications often fail to reach their full potential. Data is pulled, copied, pasted, and re-keyed.  Time is wasted as users seek and transfer critical information. Routine processes are slowed as users log into multiple applications, resize windows and work spaces, and adjust their desktops so they can access what they need efficiently. By connecting their applications with enterprise content management (ECM) software underwritten in Web services, however, customers can tap into diverse technologies easily. This enables a seamless exchange of vital information behind the scenes and makes better use of staff resources.

This article honors the International Year of Astronomy with a telescopic view of the universe of diverse and changing technologies, showing how they can work together synergistically to benefit your customers. It highlights the role of Web services in enabling seamless integration, and provides a checklist of questions dealers should ask vendors as they assess their options for optimal connectivity. 

Technology integration:  it’s written in the stars
In today’s competitive marketplace, everyone strives to do more with less.  One of the most common ways (and least popular) is to increase the expectations and workloads of employees while minimizing additional overhead.  Longer hours and more stress for workers are not easily accepted.  In contrast, clever integration offers a new, agreeable definition of ‘doing more with less’…and everyone benefits. 

Many business applications have reached maturity, so connecting them is the next logical step. Products underwritten with a strong Web services API (application programming interface) deliver power and functionality to end users without adding new software to learn. Managers can give each employee access to the specific features and functionality he or she needs with the simple addition of powerful buttons on each user’s desktop. 

Content management:  a solid foundation for Web services
An ECM system that is completely underwritten in Web services provides a foundation for optimal integration with multiple systems. ECM software serves as a digital repository for all of a company’s content, centralizing information and facilitating access to documents and data. Whether the source is email, voice mail, faxes, or data captured from paper, online forms, bar codes, or line-of-business software, the content management system houses the data or points to its location elsewhere. If the ECM system has robust Web services and includes BPM, bar code software, imaging, or other capabilities, these services can call all of the features and functions within each product.  These services can routinely request data sets, run queries, request images, or initiate specific actions. 

Web Services can be called from a variety of platforms and from diverse programming languages. From an end-user point of view, they act as a middleman, making calls like the telephone operator of the past. The services request information that is needed routinely; pull reports; forward files; and perform other functions the user frequently needs. Ideally, when they are part of an integrated ECM solution, this happens within a single interface. There is no need to exit open applications or log into others to execute commands, and no need for a library of passwords. Users stay logged into their main application, simply clicking on added menu items or buttons to execute commands. 

Connecting the dots
Let’s take a look at two real-world examples that show how Web services respond swiftly to corporate calls for action, pulling an enterprise’s global information wherever it is needed. 

Insurance
Imagine you have a customer who manages an underwriting department. The customer is tasked with lowering departmental overhead, and she determines a cost center that can be eliminated. Currently, she runs a second shift to follow up on returned mail.  She decides to scan returned mail that is labeled “invalid address.” Postal barcodes are read, identifying each Insured.  An automated workflow triggers an automated calling system, alerting each Insured of the problem. The Insured contacts the company with relevant data by going online and updating the address information. The second shift is eliminated, resulting in substantial savings in overhead costs.

Higher Education
Let’s say you have a customer from a university enrollment office that handles college admissions, student loans, and class registrations. The institution is struggling to compete with other colleges and universities in attracting and retaining students. Management needs to find a way to increase productivity, enroll new students faster, and make sure current students’ needs are satisfied promptly. 

Using ECM with Web services, they decide to integrate the different modules from their Student Information System (enrollment management, alumni management, etc.) with areas such as academic advisement, student administration, student records, and more, improving each area’s efficiency.  Service is faster, errors and redundancy are eliminated, and the institution is more successful in enrolling and retaining top students.

Question checklist: finding the star performers
An ECM solution that is underwritten in robust Web services promises the moon – and figuratively can deliver it. Still, there are specific questions you should ask your vendors.  This checklist will help you compare products – against each other, and against your clients’ needs.

Product-related questions
Is the vendor’s entire product line underwritten in Web services, or does it just support part of the product line’s functionality? Is a back-end solution offered that can integrate with my clients’ line-of-business applications? Does the vendor offer an open and flexible solution that is easy to install and use in a variety of departments, companies, and industries? Are the ECM solution and Web services extensible enough to integrate with almost any type of  technology?

Pricing-related questions
Are Web services included in the price, or is there an extra cost each time API calls or requests are made? Does the vendor’s pricing fit my clients’ size and budget?  Will the pricing methodology nickel and dime my customers?

Provider-related questions
Does the vendor’s reputation for quality ECM and service match my own reputation? Are the Web services provided as part of the product, or as a toolkit?  If it’s a toolkit, will the vendor provide support, or will I be on my own? 

Results-related questions
Can my customers test Web services calls before they invest in the solution? Does the vendor have customers who can verify stellar integration using their Web services?

Summary  
Choose a good content management product that is underwritten in solid Web services, with a single interface, quick connections, and the ability to provide the information and global overview your customers need.  If you choose wisely, you will discover a universe of unlimited possibilities for your clients. Your customers will thank their lucky stars – for the product, and maybe even for you.

Laurel Sanders is the Director of Public Relations & Communications for Optical Image Technology, Inc., developers of the DocFinity suite of imaging, document management & workflow products (www.docfinity.com) lsanders@docfinity.com.