I’ll be heading home this afternoon, but wanted to grab a couple of the morning sessions while I’m here in Nashville. Nashville is really a music city, and we’ve started of each day with live music from the main stage, plus at the evening event last night. Susan deCathelineau, Hyland’s Chief Customer Success Officer, kicked things off with a review of some of the customer support and services improvements that they have made in response to customer feedback, and how the recent acquisitions and product improvements have resonated with customers. Sticking with the “voice of the customer” theme, Ed McQuiston, Chief Commercial Officer, hosted a panel of customers in a “Late Morning Show” format.
His guests were Heidi Badenhorst, Group Head of Strategy and Special Projects at aYo Holdings (South African micro-insurance provider); Adam Podber, VP of Digital Experience at PVH (a fashion company that owns brands such as Tommy Hilfiger and Calvin Klein); and Kim Ferren, Senior AP Manager at Match (the online dating company).
Badenhorst spoke first about how aYo is trying to bridge the financial gap by providing insurance to the low end of the market, especially health insurance for people who have no other support network in situations when they can’t work (and therefore feed their families). They use Alfresco to automatically capture and store medical documents directly from customers (via WhatsApp), and plan to automate the (still manual) claims processing using rules and process in the future. This is such an exciting application of automation, and exactly the type of thing that I spoke about yesterday in my presentation: what new business models are possible once we automate processes. I’m definitely going to hit her breakout session later this morning.
Podber talked about their experience with Nuxeo for digital asset management, moving from 17 DAMs across different regions to a consolidated environment that has different user experience depending on the user’s role and interests. With a number of different brands and a huge number of products within each brand, this provides them with a much more effective way to manage their product information.
Ferren was there to talk about accounts payable, but there was a hilarious Match.com ad shown first where Satan and 2020 go on a date in all the empty places that we couldn’t go back then, plus stole some toilet paper and ended up posing in front of a dumpster fire. Match is an OnBase customer, and although AP isn’t necessarily a sexy application, it’s a critical part of any business — one of my first imaging and workflow project implementations back in the 1990s was AP and I learned a lot about it how it works. Match used to combine Workday, Great Plains, NetSuite and several other local systems across their different geographic regions; now it’s primarily Workday with Hyland providing integrated support and Brainware intelligent capture.
There was a good conversation amongst the panelists about lessons learned and what they are planning to do going forward; expect some good breakout sessions from each of these companies with more details about what they’re doing with Hyland products.