Employment services provider
Hyland helps company transform unemployment claims process.
In 2020, a series of tornadoes devastated Tennessee, killing 25 and destroying parts of Nashville and surrounding areas. The wreckage forced an employment services company to move to the nearby offices of a longtime technology partner.
There, workers continued to process unemployment claims and service clients.
A month later, the state issued a stay-at-home order because of COVID-19.
The company’s staff, now working remotely, was processing 30,000 unemployment claims a day — up from its pre-pandemic average of 3,000 per day.
The work was critical and hectic, but the company, with assistance from its tech partner and Hyland, was prepared to meet the heightened demand for its services.
The employment services company had been using OnBase, Hyland’s content services platform, to scan, store and retrieve documents. But a “system health check” the company did with its tech partner showed there was a significant opportunity for automation across the business.
The company began deploying OnBase’s advanced capture capabilities to extract information from state forms, which have different formats and come with specific compliance guidelines. Advanced Capture translated information from the complex forms and fed the data into Workflow, OnBase’s process automation tool, helping the company successfully meet compliance guidelines.
That proved especially crucial for an organization that — as a longtime provider of unemployment claims, employment verification and tax credit services — gets “flats of mail every day,” said one staff member.
A team of employees opens and sorts the mail, then hands it off to OnBase. The company needed a tool that would identify document types and keywords, and make the information easily searchable within OnBase.
Advanced Capture does all that — and much more.
The company also utilizes Reporting Dashboards, OnBase’s business analytics tool, to display key information in a visual, interactive way. The dashboards are organized by state and feature pie charts and graphs that allow team members and executives to gain insights into key performance metrics. They can also take a deeper look at the information driving the metrics with a few simple clicks.
The ability to see and analyze data in an easy-to-use way was a “game-changer” for the company, the staff member said.
Results with RPA: The company is in the first phase of its robotic process automation (RPA) rollout. They are deploying Hyland RPA to scan state websites, download documents and index them in OnBase.
Prior to Hyland RPA, employees had to log in and check off a lengthy list of documents that needed to be downloaded and brought into OnBase with keywords applied.
Now, the RPA bots are handling those tasks, allowing the company’s employees to champion other key initiatives.
Value-added tasks: Hyland RPA has worked in alignment with OnBase’s Advanced Capture and Workflow solutions to free up employees to do more meaningful work. Team members now get the opportunity to take part in higher-value activities such as developing reporting dashboards in OnBase.
The company created “OnBase champions” — employees focused on finding additional opportunities to improve processes with the platform. The designation extends from claims processing to accounts payable and human resources.
Increased stability: With processes running more efficiently, the company has implemented quarterly maintenance checks.
Continuously adding new capabilities is exciting. But the company has found value in taking periodic breaks to make sure their tech foundation remains strong.
The power of partnership: Thanks in part to the system health check, along with the extended capabilities of OnBase and Hyland RPA, the company is processing unemployment claims much faster with much less manual work.
Some of the credit goes to a technology partner that opened its doors — literally — during tumultuous times.
The tech partner said the advancements the employment services provider made during a time that was devastating to so many is an excellent example of an organization working with its partner and software provider to develop solution-driven opportunities that continuously create ROI.
Hyland helped the company automate critical business processes across the organization. In turn, the company better served its customers and freed employees from manual, mundane processes.