INDUSTRY

Education Services

TECHNOLOGY

Salesforce

Business Challenge

  • Existing EIM platform was outdated, restrictive, inefficient and lacked basic document management
  • Content could only be added through outdated and custom capture processes
  • Users search for information was difficult and did not allow adding or updating information directly
  • Users had difficulty accessing content in existing systems, particularly with information generated from their new CRM, Salesforce
  • Lack of Digital Transformation and content relationships related to Salesforce processes
  • Delayed content uploads because existing Capture process lacked recognition rules and users had to manually validate information

Solution

  • Rolled out a content management layer through OpenText Extended ECM (xECM) for Salesforce
  • Upgraded the existing capture process with Intelligent Capture and integrated it to Salesforce
  • Utilized integrated workspaces so users had a single point of access and capability to add, update and manage account information directly from Salesforce
  • Migrated content from legacy and active content repositories to rationalize the content layer and automate content linking to Salesforce
  • Utilized Intelligent Capture processes enabled OCR layer during the migration effort on the existing content to enable consistent metadata models
  • Optimized electronic forms and workflows to integrate to Salesforce accounts

Benefits & ROI

  • Improved portfolio action times and efficiencies more than 50% through streamlining of Salesforce business processes with Intelligent Capture Automation
  • Better document ingestion, accurate intelligent recognition, faster data validation, and timely business processing using Intelligent Capture.
  • Applied compliant content hierarchy for critical content to improve legal and audit processes
  • Consolidated content management platforms to improve content capabilities and allow for continued growth and expansion to other areas
  • Enabled users to deliver business content dynamically through Salesforce xECM auto-creation and archive Salesforce Account and Case information