The sudden shift to working from home has forced organizations to execute their business continuity plans and many are finding in practice that a very important process was overlooked – electronic document management. The document business processes that were used in the office are proving to not be so adaptable to a remote workforce; employees are left to operate with difficulty to find or incomplete information or even having to make special trips to the office to locate the information that they need. This has caused organizations across many industries to reevaluate how to best manage their business-critical documents and the need for a document management solution that fits their business.
Q: How did ICM Document Solutions get started?
My dad grew ICM from a start-up scanning firm to a full blown, one-stop shop document management solutions provider as he adapted the company’s solutions to what the market needed, and where the future of technology was headed. He was an active part of the day-to-day operations up until the day he passed away in 2015. ICM is now a second-generation family-owned and operated company AND a certified women-owned small business that is owned by my mom, Carol Harrington, who was married to my dad for 54 years, and myself, as the CEO and President. ICM was such an integral part of our lives ever since my dad first started the business. I remember working the front desk as a receptionist while going to college. It was such an exciting feeling to help my dad start the business and I loved watching the drive and passion that he operated with every day; it’s an honor for me to now lead this amazing company that he created! His grandchildren (my kids), Ryan Wells and Paige Purslow, have now also dedicated themselves to continuing and evolving the ICM vision. The passion that ICM’s customers experience when working with ICM stems from his families’ desire to continue his legacy! His work lives on through us.
Q: What makes ICM unique in the tech world, how are you different?
Q: How has ICM adapted to remote work?
Q: How can ICM help my business, particularly with the business problems of today?
A: One of the biggest problem’s companies are facing with the transition to a remote workforce is accessibility to business-critical information and having a centralized, structured, and secured way to store, find, and share it all. Especially if they were still operating in partially or completely paper-based processes, which MANY companies and organizations still are! These challenges are not necessarily new, because the problem existed before remote working, but the pandemic has really brought this business problem to the forefront.
ICM’s products and services allow companies to securely store, manage, retrieve, and share their critical documents while providing streamlined, fully digital business processes and complete disaster recovery.
Q: What industries do you serve? Would your services be a fit for my budget?
A: The short answer is, all of them. Every industry has documentation that is critical to their business operations. We have worked with companies in a wide variety of industries including manufacturing, aerospace & defense, healthcare, education, and local, state, federal, and tribal governments…to name a few. The same is true for the various departments within each industry. We work with a wide variety of departments such as HR, Operations, Quality, and Finance.
Because our solutions are uniquely designed, we have some customers that are a 1-person department solution, all the way up to enterprise solutions and international operations. They are all using our same core of document management solutions, but right sized to fit their needs. The truth is everyone needs document management. We intentionally built ViewCenter with that in mind – to be configurable to a company’s unique needs, for both their short- and long-term digital transformation needs.
Q: What are the biggest challenges/roadblocks, to moving towards a document management system?
A: The first roadblock is recognizing there is a need. For example, we talk to some companies who have a good handle on their manual or paper-based process. They do not recognize the inherent risks, inefficiencies, or limitations that paper-based processes possess until a serious issue presents itself. Similarly, we talk with organizations who say they’ve gone digital in their document management and by “digital” they mean saving documents in folders with a cascading waterfall of subfolders on their desktop, a shared drive, cloud storage tools, etc. which can become way more convoluted than a paper filing cabinet! We help them see the security concerns, sharing restrictions, searching limitations, and other issues associated with these repositories and show them how much more robust a true document management system can be!
The next challenge is understanding what you have and what you need. The best thing an organization can do is map out the documents and processes of each department and team. Within each business process, identify when, where, how, and by whom documents are being used. Once you have mapped out the process and identified the issues, it is easier to define what you need. Since most companies do not have this level of detail done, ICM’s Solutions Consultants perform these types of deep dives as part of the discovery process (at no cost) to make sure we provide the best recommendations available.
Once you know you have a need, have identified the problems, and defined what you need, the next hurdle is to get buy-in from all the key stakeholders. Even though the only thing that is constant is change, people are still very resistant to it. Therefore, ICM’s Customer Success Team works with all stakeholders to ease the transition, get people comfortable with the new process, and solidify user adoption and buy-in.
Q: How long does the process take?
Q: How do I know that ViewCenter will be a fit for how my business is structured?
A: One of the best things about ViewCenter is it was intentionally designed to be configurable to the customer’s needs. ViewCenter is a blank slate out of the box and our Customer Success Team works with each customer individually to map out the best structure. This way ViewCenter can easily fit into any existing business process up to completely revamping the process, which helps with user adoption and buy-in. With our in-house custom development, we can customize the core product in whatever way our customers need. That could be something simple like a data migration or more complex like a multi-system integration or consolidating a unique business process.
Q: What about all my records on paper or other physical media?
A: Remember, ICM got its start as a scanning firm, and 32 years of experience later, document imaging and conversion is still a huge part of our business. We have a state-of-the-art production facility in Phoenix, AZ, and depending on volume and requirements, we also conduct our scanning operations remotely, maintain an on-site footprint at various client facilities.
Keep in mind that digitizing the existing records is only part of the solution. There needs to be a plan in place in how to manage them in the digital world and what to do with newly created records going forward. This is another reason why our customers love that ICM is a one-stop-shop; we can address all parts of the solution, specific to your needs and at whatever pace is appropriate.