Onboarding a new document imaging client simply involves getting them to understand the full potential of a technology they are likely already using. Here are six steps you can use to make that happen:
1. Understand the customer’s workflow: Before you even start talking about the technology, you need to understand the problems your technology is going to be addressing. As the old adage goes, if your client only has three sheets of paper, they don’t need a document management system—they need a paper clip. The opposite, of course, also holds true—meaning that you need to find your client’s most paper-intensive processand start there. Then you need to look at how that paper flows through their organization, which data need to be captured, who needs to participate in the workflow, how the documents need to be stored, and more. Being a good listener is key to successful document imaging sales.
2. Look for integration points: Business documents are not islands unto themselves. As mentioned above, they are typically part of some sort of transactional process and, as a result, related to a transactional system like ERP, accounting, customer relationship management, HR, or some other line-of-business software. Chances are, your potential client is already working in that system all day, and integrating document imaging with it will not only make their document-centric processes flow more smoothly, but it will also save them from having to learn a new UI. There may also be opportunities to leverage existing hardware like MFPs and fax servers that will make the onboarding process smoother and less expensive. Ingram Micro has a new program launching in the beginning of Q2 called Managed Print Complete. This program helps to limit the upfront cost of printing while helping the user to automate all their printing needs with a complete bundle that has the printer hardware, toners, and software all in one package.
3. Look for automated data capture opportunities: It’s a no-brainer that applying automated recognition technology like OCR/ICR embedded in forms-processing applications can save both time and money. If you can save your client data-entry time, it should translate directly into cost savings for them. Make sure you explain the benefits of how automated capture can significantly reduce (not eliminate—it’s not magic) labor.
4. Show ROI: Related to the last point, show how your document imaging implementation, in as much detail as possible, will save your client money and help them increase revenue. There are hard ROIs, such as reduced labor, and softer ROIs, like improved customer service.
5. Address back-file conversion: When an imaging system goes live, it’s typically designed to address a business process from that day going forward. But in applications involving documents like healthcare records, HR files, and land records, there are typically a significant amount of paper files that have been created over the years that the client still works with. You need to work with the client in order to best determine how/if you want to integrate those back files into their day-forward application.
6. Address records management/compliance concerns: Is your customer in a regulated industry? Do they have standards like HIPAA, DoD 5015, or PCI Data Security that they need to comply with? Or are there internally adopted standard or industry-wide best practices they adhere to? Addressing these compliance concerns can be a challenge but also an opportunity, as, if implemented correctly, digital records should be more secure and auditable than paper.
Remember: In today’s market, onboarding a document imaging client is really just a ramp-up—albeit, potentially, a large one—from something they are likely already doing. You need to make the client feel comfortable, address their concerns, and start with something obvious: the area where they have the most paper, which will typically produce the largest ROI. Once you solve that problem, you will have gained their trust and be able to better go after additional applications. If done right, the initial onboarding process can lead to years of healthy business for you with a single client. If you’re looking for more information on Document Imaging or Managed Print Complete contact the Ingram Micro team today at 1 (800) 456-8000 ext. 76236.