Why might you need a consultant for OnBase?

Enterprise Content Management and workflow software products, like Hyland’s OnBase, are complex works of software created over decades. Hyland began working on OnBase over 25 years ago.  There are hundreds of modules and a seeming infinite number of module combinations that might be used for your enterprise solutions. It can be daunting. To make matters even more challenging, Enterprise Content Management (ECM) and workflow software must fit well into your organization’s  business processes, IT infrastructure and reporting systems. It can help to find a knowledgeable consultant to guide you on your journey.

Finding the right consultant can save time, money and aggravation when implementing OnBase. I have seen this time and time again while implementing OnBase, consulting with companies and even during my time as an employee of Hyland.  I thought I would share some of what I learned over the last 20 years of working with OnBase to help you consider what are some of the key characteristics and pitfalls in selecting the right consultant.  

The Seven Tips

1. Solution Experience Over Product Experience (It’s NOT about the tool): Many OnBase consultants tout their certifications, development credentials and the number of Hyland technical conferences they have attended. These are good things given the right circumstance. If I am looking to pound in a nail, I want a quality hammer. However, maybe a screw and a screw gun are a better solution. In other words, sometimes our expertise and biases can blind us.  That’s why I am a fan of consultants with more solution experience than product experience. Solution experience asks – Have we considered all the ways to solve this problem? What solutions provide the best fit for the business processes and people. I always recommend to our customers, think solution first, product second.
2. Independence Matters: How does the company the consultant works for make most of its money? This is a key factor in considering where their recommendations might lean. If they work for Hyland or a Hyland reseller, don’t be too surprised if the recommendations include buying more OnBase modules or high-priced implementation services. If the consultant is from a mid-sized or larger consulting firm, expect the solution to require a substantial investment from you in billable hours from their firm. I recommend that instead, you consider independent, boutique consulting firms that focus on ECM and workflow. These firms often offer a nice balance of expertise, product knowledge and business process understanding, without a reliance on the need to sell software or sell billable hours to make quarterly sales numbers.
3. Workflow over ECM: ECM systems manage unstructured data. As such, it is a critical part of most organizations’ data infrastructure. Although many ECM/OnBase customers leverage the imaging store and retrieve ECM functions, a surprising number do not take advantage of workflow capabilities.  With this in mind, finding the right consultant is about finding someone with expertise and experience with ECM, workflow and process transformation.  Remember that workflow solution expertise trumps product expertise. Workflow consultants should have solid business process transformation credentials. After all, ECM and workflow products are not implemented in a vacuum. They are implemented in business processes that typically require a mix of people, process and technology to achieve success.
4. Industry Expertise: At BRYJ, we work with customers in healthcare, insurance and financial services. While there are some common business problems and processes, even these three industries are very different. We focus on these three industries because, while different, there are common business problems and processes that they all face with ECM and workflow. Your consultant should have a similar focus on your industry. We don’t typically work in manufacturing or higher education because our experience is less relevant.  You should demand consultants that have been in your type of business and department before.
5. In this order! People, Process, Technology: Your consultant should understand that technology supports processes that support people that support happy customers. It’s not the other way around. I continue to read that a surprising percentage of IT projects fail. My bet is that many of these projects fail because the people and process were viewed as something that needed to change so that the technology can work well.  My favorite business guru, Tom Peters is absolutely spot on when he screams “It’s about the people first!”. He’s right and your OnBase consultant should know that any ECM or workflow software must support the users who support their customers.  If not, the ECM or project will fail.
6. It’s all about communication! Your OnBase consultant should be more worried about your success than getting fired. In other words, they need to be comfortable telling you the truth, even when it is a bit uncomfortable.  Unfortunately, most OnBase consultants are not wired this way. The best consultants are advisors first. They are trusted confidants. With this in mind, spend extra time calling references to check on how your OnBase consultant is viewed by previous customers, with special attention to this question – “Did they ever challenge something you took for granted about your business, process, technology…”  You get the idea. Did they talk about any 10,000 pound elephant in the room? If so, you have a winner.
7. The final tip: If you have read this far, let’s chat. What’s been your experience? I’d welcome your feedback on the topic.  Reach out to me at mike@bryjinc.com and let’s schedule a 30 minute session to discuss OnBase, answer your questions and see if we might be able to help.

Let’s Connect

I hope this was helpful in considering how to select the right OnBase consultant. Please comment, share or challenge something I have written that you might not agree with.  I welcome the conversation.