Please Hold for 1 Hour…

Great support is a must for any business and Customer Service 101. Automated support is great if you want to pay a bill with a credit card or check the balance of an account, but when you have an actual issue you need assistance with, automated support is the LAST thing that I know I want. You call the number, have to start pressing buttons and then keep getting dumped into various queues, and then when you actually do reach someone, sometimes you explain your issue, and then you get transferred 10 times until you reach the right person. I honestly dread calling any company or organization where I know this happens, because I know it’s not just a quick 5-10 minute call. It always ends up being 30 minutes to an hour of my time at least!

That’s one of the things that I think is so awesome about the Support Team here at ImageSource. Our customer partners can put in a support ticket via the website with information about the issue they are having and a live human being from our Support Team will call them to help work through the issue. The team can chat with the customer over the phone or even set up a WebEx session to dial-in and see what’s going on. What’s even more wonderful about working with so many great organizations in the Olympia area, if the issue can’t be resolved over the phone and/or over a WebEx session, a technician can be onsite relatively shortly to assist. How cool is that?!

On top of all that, there is always someone from our Support Team on call 24/7. So if a customer partner has an issue in the middle of the night that needs immediate attention, someone is always on call if the need arises!

ImageSource’s Support Team is very knowledgeable on a number of different content management products, from capture software to eForms to records management and everything in between.

So if you’re having an issue, don’t be afraid to reach out. You’ll get to talk to a human and you won’t be put on hold for an hour…

Kristina Linehan
Account Executive
ImageSource, Inc.

Is your scanner ready for Windows 7?

I am quickly discovering that many of the scanners I sold a few years ago are not Windows 7 compliant. If your scanner connects via Fire wire, SCSI or Kofax Adrenaline board, there is a good chance that there is a new scanner in your future. The good news is that the speeds and feeds you paid for originally can now be obtained for a lower price. If you would like to refresh your technology, give us a call for a review to ensure you will not get stuck.

Ruben Kerson
Inside Sales Manager
ImageSource, Inc.

Centralized, de-centralized or outsourced capture – some surprising results!

In-Process Capture… Centralized Production Scanning… De-Centralized Distributed Capture… the discussions on which strategy is best for a company when addressing their document capture needs can have interesting outcomes.

There seems to be no “right” answer, the technology choices for capture are continuously growing and changing and a company’s Enterprise Content Management (ECM) needs can be very specific.   A recent research study by AIIM produced some surprising results when they reviewed the issues and potential benefits of different approaches to document capture.  Document capture encompasses document scanning, image correction, recognition of text, barcodes, form fields etc. and output to an appropriate format for subsequent processing or archive storage. One surprising and interesting outcome that AIIM states in their introduction of the report;

“The report concludes that there is a move back to centralized scanning operations, along with a greater investment in capture and recognition software to automate date capture and indexing processes.”

At ImageSource, we have also seen an increase in companies utilizing the newer model of “distributed scanning” – at the local level to office staff processing the capture documents. The value of capturing something at point of origination and placed into an imaging business process earlier does save time and money.

Allow your business needs to dictate they type of capture solution that makes business sense for your organization.  This may include multiple avenues. Many of our customers utilize both centralized and de-centralized capture – depending on their specific business needs.   We have also seen companies move towards an increase in distributed/ de-centralized capture for their 3 – 5 year strategic ECM plan.

So how do you work out what is the best approach for your needs? And it can vary from department to department within the company!  This is one of the greatest challenges the C-Level and IT staff come across when developing an ECM strategic technology plan. As an independent ECM  Integrator, ImageSource is uniquely qualified to help discover the ideal mix of Capture technology to conquer business challenges.  We help chart a strategic course, whether the business requires in-process capture, production scanning, distributed capture or mailroom solutions.

One other surprising result of the AIIM study was the statistics that shows a very strong return on investment (ROI) and compelling case for scanning and capture investments.  Capture is an enabling process that is a combination of improved user access to information and reduced costs.  The study showed that ROI for capture was reported within 12 months to 18 months! That is a significant and impressive return!  Yet the study shows that justifying ROI is still a huge impediment to adoption -one that many of our customers face when presenting the case to change “how things have been done”.

The greatest benefit of research is that it stimulates all the interested parties into discussion and planning mode.  So what ECM strategies will your company implement – centralized, de-centralized/distributed capture or outsource it!

Megan Lane
Inside Sales
ImageSource Inc.
Phone 360.943.9273
iPhone 360.481.5946
www.imagesourceinc.com

What is the Difference Between Parts and Consumables?

When you own a scanner, or multiple scanners, you are responsible for keeping that equipment running efficiently by keeping consumables on hand.  The components of a scanner that touch the paper and are designed to wear out and be replaced every 3-6 months are called “consumables.”  They are different to what are referred to as “parts” of a scanner.  Consumables are designed this way to maximize the performance of the scanner and are end user replaceable, meaning you don’t have to be tech savvy to perform the operation.

The most common types of consumables are rollers, lamps, and pad assemblies.  Depending on the scanner manufacturer (Fujitsu, Bell & Howell, Canon, Panasonic, Kodak, etc..), you may have to replace one or more at least a couple times a year.  When a scanner starts jamming or double-feeding paper, the most common cause of this problem is usually worn out consumables.  Other imaging problems like: no longer reading bar codes, poor OCR results, or getting an optical alarm can usually be solved by replacing the lamps

When a scanner has a maintenance contract in place, it usually just covers the parts and not the consumables.  ImageSource receives a lot of calls from customers asking why the consumables are not covered and parts are.  The answer is because the consumables are almost always end-user replaceable and must be replaced much more often than parts.  And if your scanner is under maintenance, it’s usually required to have parts replaced by a certified technician.  See our blog on benefits of having a maintenance contract.

Not sure where to get parts or consumables for your scanner?  Contact ImageSource, they are happy to help!

Andrea Latham, CDIA+

Inside Sales

ImageSource, Inc.

Phone 360.943.9273

www.imagesourceinc.com