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Pacific Life Case Study
How Paciﬁc Life successfully used EzeScan capture technology to improve user adoption of OpenText
EzeScan capture technology has changed the way busy staﬀ are interacting with the OpenText document management system… when using EzeScan even the most novice user is able to use it quickly and easily.
BackgroundBased in Newport Beach, California, Paciﬁc Life has been oﬀering insurance products for over 145 years. They provide a wide range of life insurance products, annuities, and mutual funds, pension plans and oﬀer a variety of investment products and services to individuals and businesses. Paciﬁc Life counts more than half of the 100 largest U.S. companies as its clients.
The Corporate Secretary’s oﬃce at Paciﬁc Life deal with all of the paperwork associated with any company acquisitions and equities. It is a very important department within the company as it handles all of the information and directions from the board together with all of the oﬃcial company records. The ﬁles they handle are often very large and complex legal PDF documents.
The company recently changed their content management system over to OpenText and were facing an issue with user adoption. Staﬀ in the Corporate Secretary’s oﬃce were comfortable with the old system and were frustrated at having to input the information manually, which they were ﬁnding far too convoluted and time-consuming. They needed a more streamlined way of uploading the documents, attaching metadata, renaming the ﬁles and making them OCR compliant.
Jessica Nilsen, Senior Business Analyst, ECM at Paciﬁc Life had worked with EzeScan in a previous role and so knew from experience that it had the ability to take a ﬁle from a shared location and register it directly into OpenText, attach all of the metadata and remain in keeping with the naming convention, all with minimal user intervention.
EzeScan are an OpenText Technology Partner, and have been for several years, so originally Jessica came across EzeScan a few years ago at the annual OpenText Enterprise World event after she had spent many hours trying to ﬁnd a way to do exactly what the EzeScan solution oﬀers. Although Jessica works in IT she doesn’t write script or code so was trying to deal with everything manually and was so excited that she’d found something that did exactly what she wanted it to do.
Once the EzeScan solution has been implemented it is simple to conﬁgure which provides the opportunity for it to work as a self-service model within the business. This empowers the users to be able to handle their own design and conﬁgurations without having any technical knowledge, due to the fact that it utilizes templates to build the jobs and upload. There is no “per page” click charge when scanning and the whole process is very simple compared to other tools, which often require scripting capabilities, which in turn often need additional development resources.
Initially, the EzeScan solution was implemented as a desktop client and users sent all documents to the approver to process. They have now also implemented the EzeScan WebApps Remote Indexing solution.
Previously there was a queue of documents to process which would have taken a day or two to handle. With EzeScan in the process it now takes less than 2 hours, which represents a huge saving both in time and resources.
The next phase was to introduce the EzeScan File Upload WebApp which enables users to simply click on a link, upload a document, select metadata with cascading categories and attributes and then send it on for approval, all via a URL link. In this case all the approver needs to do is check that the document contains the correct metadata and then ﬁles it according to the naming convention.
In addition to the Web App solutions, Paciﬁc Life have also implemented the EzeScan Server solution within their marketing department. Due to compliance regulations all ﬁnal marketing documents need to be available within the OpenText ECM and so the Server works in the background without any user intervention. It works by watching a secure network shared folder and when documents are uploaded it automatically takes the index ﬁle, populates the metadata values for the category and then pushes it into the correct OpenText department folder. Folder structures can be created automatically if required by EzeScan during the upload process.
“Implementing the EzeScan solution was very simple. Once you understand the terms it is very easy for any user without technical experience to build the jobs” Jessica said, which ﬁts in perfectly with her aim of it becoming a self-service model. “Once it’s set up and integrated into the content management system it is very easy for end users to build their own solutions”. An additional beneﬁt is the fact that it only took less than four days in total to complete the installation, rather than weeks.
The challenge of getting the Corporate Secretary’s oﬃce to embrace the OpenText system had previously taken three months, and over sixteen hours of training sessions and they were still struggling and wanted to give up on it. However, Jessica said “once the EzeScan solution had been implemented they found the training extremely easy and only needed a single one hour training session to become fully competent”.
The ResultsThe improvements seen in user adoption within the Corporate Secretary’s oﬃce have been huge. In time saving alone users are now able to process documents in three minutes on average, whereas previously they would have spent about 20 minutes trying to ﬁgure it out and then still resorting to making a phone call to our help desk for guidance.
Additionally, the retrieval of documents has been improved dramatically, as not only have the naming conventions been standardized but previously users often didn’t bother to OCR documents, so the content wasn’t text searchable. Now this happens automatically via the EzeScan Server during upload, so conﬁdence in the system has improved dramatically. Ultimately the increased conﬁdence now means that the previous system can ﬁnally be retired, which frees up storage space and saves Paciﬁc Life money because they aren’t paying for duplicate systems and storage.
In the future Paciﬁc Life are looking to expand the solution and make it an enterprise wide technology that will replace all the other capture systems through the company.
Jessica suggests that within the industry many companies rely on keeping accurate records and need the metadata that sits behind them… “but nobody wants to add it”. Users don’t want to take the time to add it but the indexing capability EzeScan provides now makes this possible.
“I really like the product and I’ve used it at a couple of diﬀerent companies. When I found it I cried… literally shed tears. I had spent hours and hours trying to ﬁnd a way of doing exactly what it did for me, in minimal time.”
“Support is one of the main reasons I like EzeScan. I’ve worked with a lot of great products but EzeScan customer service and technical teams really go out of their way to make sure that I understand everything and that its completed to my satisfaction… I can’t say enough about this. They are responsive, they understand the pain points and have plenty of experience because they have seen it all before.
I don’t feel like they are nickel and diming me for every piece of work – one of the engineers I worked with spent a lot of time getting this to work and I’m sure other companies would have not done this or would have sent me an invoice for their time. I really feel that they want me to be successful and this seems more important to them than making money”.
Senior Business Analyst, ECM, Paciﬁc Life