Five Steps for Adopting a Content Services Platform

Five steps to adopting content services

In the age of content services, many organizations already have some sort of technology in place for document management- usually in a scan and retrieve capacity. As strategic executives look to make the shift, they are faced with many challenges in ensuring a successful project, adoption, and ongoing use of the technology. Keith Macedo, IT Director for the City of Fayetteville, Arkansas, shares some advice from the success and failures found in his team’s experience of implementing Laserfiche and replacing their legacy document management system. While Fayetteville replaced their city-wide Enterprise Resource Planning (ERP) Solution, they took the opportunity to implement a best in class content services solution to complement the new ERP.

“As strategic executives look to make the shift, they are faced with many challenges in ensuring a successful project, adoption, and ongoing use of the technology.”

Keith shared the following as the main takeaways found while implementing Laserfiche within multiple departments in the City of Fayetteville:

  1. Identify your champions in every department. This is something we all know is important in any project, but if you want adoption and want users to always be coming up with new ideas on how to use the solution, it is crucial.
  2. In addition to champions in every department, you must have a champion of the project. In our situation, it was the IT department, and we must continue to champion it. We are constantly selling Laserfiche to the departments and identifying how it will help departments be more efficient in their processes.
  3. Focus on smaller projects to build the momentum for the larger projects. Instead of starting with a massive forms process that touched many departments, we would focus on smaller one to two-step processes that were time-consuming for end users. For example, we found that our city had over ten different processes for documenting and posting meeting agendas and minutes. Through the automation tools in Laserfiche, we could show them how to easily upload and auto file the documents. These types of small wins helped pave the way for bigger wins in the future.
  4. Use the automation tools to the fullest. Do not just focus on automating a paper process, eliminate the paper as much as possible and work with other applications to streamline the data entry side. This was a big focus of ours in every project and really helped build our credibility and gain approval from the end users.
  5. Train, train, train. We started weekly training with our IT department when we implemented the system three years ago and we still have these weekly training. We wanted to make sure our users felt supported and always had access to our power users. We also had power users in IT that knew how to use every module in Laserfiche to its fullest, to help make sure we were approaching each project with the best practices in mind.

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