Are you still using time-consuming and expensive paper-based processes to process invoices? The thought of going paperless can be an overwhelming concept at first, and you may not realize that the manual, paper-based processes are taking a toll on your expenses. But once you realize the benefits and the amount of operational costs that can be saved you will want to start the transformation process immediately.
Check out this Medium article from Digitech CEO HK Bain about how the various PaperVision components can work together to streamline your department and save both time and money:
If you have any questions on AP processing please reach out to one of our industry experts at firstname.lastname@example.org.
In April of 2018 we announced the new version of the PaperVision interface and began conducting end-user testing of the new website. In March of this year we made the new website the default user interface for our hosted PaperVision service. We hope that you’ve all taken the time to check out the updated PaperVision interface, which offers many improvements over the legacy ‘classic’ interface that we believe will enhance your overall PaperVision Experience.
In order to preserve certain legacy integrations, we’ve been maintaining both versions of the PaperVision website for the last 18 months; however, the time has come to retire the old site to make way for new features and enhanced performance. The last day for the ‘classic’ PaperVision website will be November 30th.
We know there are still a few of you using the legacy interface and we encourage you to take the next month to make the transition to the new website. If you have any questions or concerns about this move, or if you want to set up a time to train your staff on the new interface, please contact us at email@example.com.
Here at RMMI we take a lot of pride in the services we provide to our customers and we’re constantly looking for new and innovative solutions for our clients’ document management needs. Around 2 years ago we introduced our managed hosting solutions for PaperVision Enterprise and PaperVision Capture – making the transition to digital much easier for our clients with limited or already overburdened IT departments. At the time we knew of a few client’s who desperately needed this service, but we had no idea just how popular our hosted solutions would become.
RMMI is now hosting over 110 million digitized documents for our clients, a number that becomes even more impressive when you start to do the math on storage requirements for that amount of paper. One hundred and ten million pages is equivalent to approximately 36,500 banker’s boxes or 3,150 4-drawer filing cabinets. The average floor space required for a 4-drawer filing cabinet (including working space and isles) is just over 7.5 sq. ft. – meaning you would need almost 24,000 sq. ft. of office space just to store those documents. With office lease rates in the Denver Metro area hitting a record high average of $28.38/ sq. ft. in Quarter 1 of 2019 (according to a report published by CBRE) storing those 110 million documents would cost over $680,000/yr. in lease rates alone!
Have you ever stopped to think about just how much your paper is costing you? Calculating the storage cost is simple math, but what about the improvements in efficiency? With RMMI and PaperVision your documents are indexed, searchable, and securely available from anywhere. You can retrieve the specific document you need in seconds, without ever leaving your desk. (Can you imagine searching through those 12,600 filing drawers to find the one page you needed?) How about the time spent searching for missing documents? With digital document management, your files will never be ‘misplaced’ or ‘lost on someone’s desk’. With hourly employment rates on the rise, saving even a few minutes on each ‘document pull’ can add up to thousands in savings over the course of the year.
How much money and time are you losing with your current document filing processes? Are you ready to ‘Make the Move to Digital’? RMMI’s industry leading experts are here to help! Contact one of our representatives today to find out more!
RMMI’s offices will be closed Thursday and Friday July 4-5 in observance of Independence Day. Our support staff will be periodically checking the firstname.lastname@example.org inbox throughout the day on Friday and addressing any urgent items – if you have an emergency issue, please call 303.427.0625
Stay safe and enjoy your holiday!
As I’m sure you’ve already noticed, we have rolled out our newly redesigned website. This project has been months in the making and includes some changes and enhancements that we’re pretty excited about.
- The first major change is the way the client portal acts – the updated PaperVision Site is now the default user interface. The updated GUI includes a lot of enhancements that we hope will improve your experience and make you even more efficient. If you or your users need a little extra time to make this transition, the old interface is still available as an option and will remain so for the next few months.
- We’ve also introduced a new Knowledge Base that includes many ‘how-to-guides’ on performing various tasks in PaperVision. This library will continue to grow as we create new content and video guides – if you have any suggestions for guides you would like to see, please email us at email@example.com.
- Our new Industry Specific Library contains links to many policies and laws that affect the retention of your documents. We’ve also included case studies that highlight some of our past successes. These are all great resources as you plan the next phase of your document management strategies.
- Finally, we hope you take a minute to check our our new Meet Our Family page. Here you’ll find up to date photos and bios of our management team. Some of us here in the office don’t get the privilege of meeting you all face-to-face and we hope this page helps you to feel more connected to our entire support team.
From all of us here at RMMI – Thank you for the opportunity to continue to serve you! We hope these changes to our website make it even more useful and relevant for you – if you have any suggestions on how we can continue to improve, please email us at firstname.lastname@example.org.
We’re excited to announce that PaperVision Enterprise ver. R84 has been made available for widespread use. The R84 release includes some exciting changes and enhancements, including:
- A fully redesigned user interface
- The ability for end users to request password resets
- An updated and improved PaperVision Assistant (replaces the old Web Assistant)
- The introduction of a ‘Quick Search’ function to make searches across multiple projects much simpler
- The brand new PaperVision Client – a lightweight installed application that offers a new way to search for and access your documents
- Many other improvements ‘under the hood’ to ensure that your documents are safe and secure.
The standard PaperVision by RMMI site will continue to use the old style web interface for now but if you would like to check out the new version it’s available as a separate site:
Your normal login will work and you’ll have access to all of the same documents you have at the main site. You will need version R81 or newer of the PaperVision Web Assistant in order to utilize the new site.
Digitech has put together a ‘Quick Reference Guide’ going over some of the changes, you can view it here:
In the coming months we’ll be releasing more information and training about the new features, but we would love to hear your initial impressions. Please submit any issues, concerns, or questions about the new site to email@example.com.
Here at RMMI we take a lot of pride in the level of service we provide, and we’re constantly looking to our clients to tell us how we can improve. One theme that seemed to be reoccurring across many of our clients was the need for a solution that was easy to implement and offered top-level support, reliability, and security without adding management headaches for already overloaded IT departments. Many of our clients don’t have dedicated IT staff, or share technicians with other departments. Finding a way to deliver our scanning and document management solutions without adding any load to internal or contracted IT personnel moved to the top of our list. To accomplish this goal, early in 2016 we began the steps to implement a hosted PaperVision Enterprise and Capture Scan solution. After many months of planning, touring multiple colocation datacenters, purchasing and configuring hardware, and what seemed like endless testing we went live with our first client in the fall of 2016.
We knew we had several clients who would benefit from the hosted offerings, but we honestly had no idea just how popular the solution would become. We are now hosting over 80 million digitized documents for more than 40 different clients and there are more than 500 end-users who access our systems each week.
In order to keep up with the increased demand, we’ve applied our continuous-improvement model to our hosted solution and have been constantly working on making the system better since our initial roll-out. We’re certainly not done improving, but we wanted to highlight some of the major changes and how they impact you and your team.
The foundation of any electronic document management system is storage. Performance and ease of access mean nothing if your data isn’t protected from deletion (intentional or accidental), loss due to hardware failure, or corruption from malicious attacks. To ensure that we’re meeting these goals, we have implemented a multi-tiered storage and backup system that uses several techniques to make sure your data is secure:
- RMMI’s hosted solution is housed within the top datacenter in Colorado and the only Colocation Datacenter in the world to carry a Tier 3 Gold certification. The datacenter recently celebrated 15 years of uptime without a single outage to any of their major systems (Power, Cooling, Fire-Protection, and Service Connection). Building our hosted solution on top of this excellent foundation allows us to provide the highest level of service.
- At the base level, all of your data rests on high-quality storage arrays that utilize a technology called erasure-coding to spread your data across multiple physical hard-drives – these storage arrays are designed to remain fully functional even in the event that 33% of the disks in the array fail simultaneously and allow our staff to replace potentially failing drives without disrupting service.
- We have a sophisticated monitoring system in place that checks over 8,000 different ‘trigger points’ every minute – this system alerts our technical staff to signs of disk failure far before that disk becomes unusable. The reality is hard-drives fail at an industry average rate of 2.5 – 3% per year and our system utilizes more than 100 drives so a couple drive replacements per year is inevitable. Our monitoring system has given us the tools to make sure that we’ve caught every pending drive-failure in the ‘pre-fail’ warning stage and replaced them before they’ve gone down.
- To prevent against data deletion or corruption we use another technology called snapshotting. Snapshotting allow us to take a virtual ‘snapshot’ of your data at a certain place in time. In the event a document is inadvertently removed or altered in an unwanted way, we can ‘roll-back’ to a previous version of that file. We take snapshots of all of our clients’ PaperVision data every 4 hours and keep those snapshots for 90 days. We can roll back an entire PaperVision entity or a specific file to any point in the last 3 months.
- Another added benefit of utilizing snapshots is it allows to do what’s called ‘snapshot-mirroring’. This means that every time we take a snapshot (every 4 hours) we replicate that data to a second storage array. These backup arrays carry the exact same specifications as the primary arrays and can completely replace them in the event we suffer a hardware failure that is deemed ‘non-recoverable’. All 90 days’ worth of snapshot data is contained on both the primary and secondary arrays.
- To prevent against a total system loss due to fire or natural disaster, we send nightly snapshots to a second datacenter in Palo-Alto California. While this site isn’t equipped to provide hosting services, it means that even in the event of a catastrophic local disaster, your data is secure and we’ll be able to provide a full restore once the local infrastructure is back up and running.
- Our off-site backup system also allows us to write a backup copy of your data to your own contracted storage provider (Google Cloud, Microsoft Azure, Amazon S3, or Backblaze B2). These complete backups are ‘owned’ by you and you can elect to keep as many versions as you would like. If you would like a quote on this service please contact your sales representative.
After reliable storage, uptime and accessibility are our next goals. RMMI’s entire hosted solution is set up for maximum reliability with no single point of failure.
- All of the components of the system from network switches to web-servers are configured in groups. Single failures in any system trigger an automated re-balancing spreading the workload over the remaining operational devices. This redundant configuration has the added benefit of allowing us to perform most maintenance tasks without taking the system offline – meaning we rarely have to file for any ‘maintenance windows’.
- The system is connected to the rest of the internet by a ‘blended-mesh’ of 4 different internet service providers. As long as at least one of these service providers is operational the system is accessible.
- All services and components are actively monitored by our IT staff. Most issues are quickly assessed and resolved before they can cause any noticeable impact to our end-users.
Security is the final part of our configuration. When you trust us with your documents, we want you to rest soundly knowing that not only is your data safe from loss, it’s also safe from unauthorized access. To ensure that all of our client’s security concerns are met, we have utilized the following physical, procedural, and electronic security measures:
- The equipment for the hosted PaperVision system is located at a highly-secure datacenter. Physical access to the system is tightly controlled by two layers of key-card and biometric security, and the server cabinets themselves are protected by combination locks. The entire facility is patrolled 24×7 and is under constant video surveillance.
- Electronic access to the system is limited to RMMI IT administrators only – all IT administrators have completed extensive background checks and have been trained in applicable security practices.
- The entire hosted system resides behind multiple firewall layers and potential cyber-threats and unauthorized access attempts are actively monitored and tracked.
- Each PaperVision entity we host is separated from our other clients by utilizing its own Sql Database and segregated storage shares. Backend data is protected using encryption keys unique to each entity. This ensure that absolutely no data can be inadvertently shared across entities.
- Any and all requests for new user accounts or new access permissions are verified with account administrators prior to completion.
In addition to the changes to the main PaperVision infrastructure, we’ve also been working hard to improve our support system. Live chat support is now embedded directly into the PaperVision system, and we have implemented a complete ticketing and tracking system to make sure that all of your issues are resolved quickly. If you haven’t already had a chance to read my previous post about the changes we made to our support terms and the updated SLA please click here.
We know that there you have a lot of options for document management in today’s market, and we’re truly grateful for the opportunity to serve you. If you have any ideas on how we can improve our products please don’t hesitate to drop us a line at firstname.lastname@example.org. As always, if you have any questions about any of the changes we’ve made and how they directly affect you, please contact you sales representative.
Rick Harper – Director of Technology
December 12, 2017
To our valued customers,
This past year has brought some exciting changes here at RMMI. Our hosted PaperVision Enterprise and Capture Scanning solutions have been a huge success, we’ve added some amazing new software that allow us to integrate with your existing applications, and we’ve partnered with an E-Forms software manufacturer to provide a hosted version of their product. We expect that these solutions will continue to evolve in the coming year and we’re very excited for the opportunity to continue to provide you with the best cutting-edge technology solutions available.
Exceptional customer support has always been one of our core values here at RMMI, and we believe that the time we spend with our clients is one of the biggest reasons for our success. Along with all of the changes to our software portfolio, we’ve also been working diligently to make sure that our support team and infrastructure is up to the challenge of the increased workload. Early in 2017 we implemented a support ‘ticketing system’ and knowledge base that allows us to track and monitor support requests. This system also allows you to provide feedback to our support team – If we’re doing a great job, we would love to hear from you; if we could have done better, we need to hear from you so that we can get it right next time. Once we were able to track the number of support requests we were receiving it became apparent that we were in need of an additional technician, so in October of 2017 we added an additional full-time Technology Support Specialist to our team. We’re always looking for ways we can provide added-value to our clients and our support goals for 2018 include expanding our online knowledge base, adding training and reference materials, and conducting regular webinars showcasing different features of our software. These additions are being driving by customer feedback, so if you have any other suggestions on ways we can improve our service, please let us know.
The changes to our support team have necessitated a slight change to our support terms. Our support has always been included at no charge, and it is our goal to continue this policy wherever it is feasible; however, we have had an increasing number of support tickets arising from issues that are completely out of our control. In order to continue to provide our clients with the best possible support we are implementing the following changes to our support billing for 2018:
- No charges will be incurred for any issues related to software bugs, hosting configuration or outages, server or project miss-configuration, or errors made by RMMI personnel.
- Issues related to workstation miss-configuration, hardware replacement or refreshes, user error, or environmental variables outside of RMMI’s control will be billed in 15 minute increments at the prevailing service rate.
In order to facilitate this change, we are requesting that you provide a list of your end-users who are authorized to initiate a billable support ticket as well as a list of supervisors. In the event that a non-authorized end-user requests support that could incur charges, we will reach out to a supervisor for approval before proceeding. (Non-billable tickets will be accepted from any end-user). Please Click Here to review the new Service Level Agreement and provide your user lists. In order to ensure that there is no disruption to your support, please complete this form by January 1st 2018. The SLA is also posted on the support page of our website: www.rmm-i.com
If you have any questions or concerns about these changes, please contact your sales representative.
We look forward to continuing to serve you and the opportunities that 2018 is going to bring.
Rick Harper – Directory of Technology
RMMI would like to introduce Mitchell Marben, our newest addition to the team. Mitchell was born and raised in a small town on the South side of Chicago and got his BA is Criminal Justice and Criminology with a minor in Sociology and Counseling Psychology. He moved to Denver in 2008 where he soon met his wife and now have two children together. With 8 plus years of experience in the Property Management industry, he has seen numerous operational and marketing challenges and been a part of implementing innovative solutions. In his spare time, Mitchell enjoys live sports, house renovations, and most importantly helping others. He’s going to be widely visible to all clients and we look forward to seeing him assist RMMI’s drive to providing the best client experience in the industry.
Christina Robbins from Digitech Systems wrote an amazing article on different personalities and how to handle them while implementing a new Document Management System.
How do you help your customers manage the conversion from paper to digital? For many technology gurus, our thoughts immediately jump to hardware and software, but leadership research shows that people are the most common reason that IT projects fail. In a list of the 101 most common reasons projects fail, more than 60 percent of the items were related to people and change management. So, improving your ability to guide your customers through a change process will result in better overall project success rates and higher customer satisfaction.
Though it may seem commonplace to those of us in the document management industry, the conversion from paper-based information to digital can be intimidating for some individuals and teams triggering the resistance behaviors that lead to project failure. Understanding predictable, emotional responses to change can help you guide your project champion through managing individuals during a change process.
Predictable Emotional Patterns (Kübler-Ross Change Curve)
Though usually applied to grief, the Kübler-Ross Change Curve offers a useful model for managers struggling to understand why employees resist change. Why grief? From an emotional perspective change, especially significant change to entrenched work behaviors, feels like a loss of something important.
- Shock – initial surprise as change is announced
- Denial – disbelief and the search for evidence that the change won’t really happen
- Frustration – seeing and feeling that things are different, often accompanied by anger
- Depression – low mood, lack energy, may stir the pot of discontent
- Experimentation – begin to engage with new reality
- Decision – seeing no alternative, searches for ways to work successfully in new system, positivity begins to return
- Integration – individual is engaged in new system and changes are the new normal
All employees pass through all stages, but individual resilience and personality may influence how long they spend above the dotted line in positive emotions versus below the line in negative emotions.
Five Typical Faces of Change
As you consider change from this perspective, stereotypical emotional responses begin to emerge. For simplicity, I’ve identified them as the following fictitious members of most change teams. These typical resistance profiles may emerge in any combination on any specific project team, so leaders should carefully consider the responses of individual team members as the project unfolds.
Positive Patrick – embraces change with energy and attempts to pull teammates along in moving forward; in our scenario, Patrick may already be tech-friendly
Uncertain Ursula — not sure about the opportunity for personal, positive results; Ursula does not spread discord or resist, but she also does not actively engage with the change
Neutral Norman — waits passively for the change to fail on its own while choosing not to pay attention to training and other efforts to help implement the change—after all he’s not going to need it since paperless will never really happen
Resistant Rick – decides that while it may work for others, this change is not for him; often refuses to participate on “moral grounds”
Angry Angela – aggressively and subversively resists the change to digital while seeking to both undermine any opportunity for success and to drag as many team members into active resistance as possible
As you review these profiles, what do you notice? If left unmanaged, only one of these people will actively help the leader to promote the change and do what is necessary to ensure its success! So, it is the responsibility of the leader to help employees move through the stages of the change cycle to ensure they reach positive and productive outcomes for the organization.
Have a Plan to Manage Change
In a recent TED address, Jim Hemerling explained, “Let’s acknowledge that change is hard. People naturally resist change—especially when it’s imposed on them.” Helping employees embrace change requires a more nuanced approach than simply getting them involved early or tossing out incentives for top performers. Start by managing people individually in ways tailored to their stage in the change cycle, and recognize victories along the way.
Manage People Individually
Understanding the emotional response of each team member guides the change leader in formulating an individual plan for each. Consider the following strategies for the Patricks, Ursulas, Normans, Ricks, and Angelas on your team.
- Positive Patrick– Put Patrick’s positive, change-friendly personality to work for you. Here is your system super user and team champion. Patrick should be part of helping to decide what document management system to use and how its features can be applied to your specific situation. He can also provide the leader with insight about other’s true attitudes and performance (which are often intentionally camouflaged by less change-friendly personalities).
- Uncertain Ursula — Spend one-on-one time with Ursula. She needs a personal reason to embrace the digital universe. Once she’s convinced, she’ll often become a powerful and persuasive advocate who helps the rest of the team figure out how to move from the negative frustration/depression part of the change curve into experimentation and a decision to support the change.
- Neutral Norman – Leaders often ignore Norman, assuming he’ll get it in time. This is dangerous! When other, more negative teammates, see Norman choosing not to participate they believe it is ok for them to fail to participate as well, and they will aggressively recruit more rebels. Before you know it, you’ve got mutiny on your hands and an office still crowded with paper documents! Make sure Norman is engaged. It may be helpful to give him a role that involves training other teammates, so he is forced to learn and understand the digital process. Usually, once he understands the change, he’ll go along and help others as well.
- Resistant Rick – Here again is a change profile that leaders are tempted to ignore, and again that choice is dangerous! Each time Rick justifies his resistance—whether to himself or others—he reinforces why he must resist (his moral high ground). If left too long, Rick will convince himself that if the change goes forward, the only answer for him is to quit in protest. Conflict-resistant leaders will cringe, but you must confront Rick one-on-one. Let him talk himself out in explaining his reasons for resisting, and then walk him calmly through the reasons why the organization is moving forward with the conversion to digital documents and electronic workflow. Identify personal, positive outcomes that will be of benefit to Rick once the change is fully in place. Invite him to participate by experimenting with the technology, and help him to understand that continuing to resist will be a career-limiting decision.
- Angry Angela – If you can identify your Angelas at the onset of the change initiative, the best strategy is to get them engaged early and have them participate in defining what document management technologies are chosen and how they get implemented. If caught early, sometimes Angelas become strong supporters of changes they help to initiate. If your Angela emerges as the project unfolds, you may be dealing with someone who has become stuck in the depression/frustration phases of the change cycle. Personal coaching from peers and the change leader are necessary to see if Angela can move forward to experimenting with the application and if she can decide to embrace digital processes. If you can continue to help Angela progress back to the positive side of the cycle, you’ll have another supporter. If you’re unable to convince Angela to try, after repeated attempts it may be time to move forward without her as part of the team.
Celebrate Small Milestones As Well As Big Successes
All of your team members need to be aware of successes as they happen. At the project’s outset, identify key indicators that will demonstrate that the project is moving forward and making a difference as well as the success milestones, or big picture measurable results, that you’re hoping to attain from the project overall. As each success is realized, make a big deal of it. Call out individuals who are making progress and be careful to identify personal milestones and successes without comparing overall progress between employees. If you’ve identified personally important results for any of those Ursulas and Ricks on your team, be sure to chat with them individually to make sure they see that those benefits have happened and are working in their favor.
Armed with this simple model for explaining common emotional reactions to changes in the workplace and how to address the behaviors in a one-on-one fashion, you can now more effectively guide your customers in successfully managing change at the human level.
This is the first in a multi-part series on leading change. Look for additional articles on simple processes that increase the likelihood of successful projects and tips for leaders tasked with managing change initiatives.