The mentality had been consistent for many years. Wilkes’ answer had always been to use more paper.
Although some at Wilkes may seem resistant to change, their Information Technology staﬀ made certain they were never behind in the world of document management. After dealing with the constant issues with their previous two solutions, Michael Wingler, Associate Vice President of IT at Wilkes, and others felt it was time to look for something different.
“I wanted to improve workflow, automate some of the processes happening out there on campus and cut printing costs,” said Wingler. “At one of the conferences we went to, I saw the mention of Softdocs and we were already using their solutions for the printing side of the house.”
Wilkes began using Softdocs’ Print Customization solution in 2003.
“When Michael asked about our opinion on Softdocs, I was quick to say the customer service is excellent. I don’t know of anybody better than Softdocs when it comes to customer service,” said Crunk.
“That was a huge thing, because with our previous imaging solution the customer service was practically zero. It is very important to have good customer service when you have a problem and you’re in the middle of a work issue.”
Both Wingler and Crunk have been with Wilkes through its implementation of two prior document management systems. After seeing an on-site demonstration, both were excited to expand the use of Softdocs to other
parts of the college.
“Just from an IT side it looked like the management and support was folds better than what we had been experiencing from the other vendor,” said Wingler.
“The big thing was our professional services consultant coming in and conducting our discovery. He came in knowing the Softdocs product,but he also knew the Colleague side and workflow from different departments. He was able to explain, train and convince both the senior and new staff. to change their workflow to better the college.”
“He knew the questions to ask us,” said Crunk. “We might not have known what to tell him, but he knew the questions to ask to drive us to tell him what he needed to know.”
As a former IT business analyst herself, the current Registrar at Wilkes, Melonie Kilby, agreed the discovery was extremely successful. “He did a very good job at requirements gathering which is why we’re able to use it as well as we do now,” said Kilby.