CASE STUDY:
Salesforce Automation with Extended ECM
Major Teachers Union and Union Welfare Fund Improves Members Service through Salesforce Extended Content Management.
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- Existing EIM platform was outdated, restrictive, inefficient and lacked basic document management
- Content could only be added through outdated and custom capture processes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
