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HEPACO
Environmental services company selects Hyland Managed Services for OnBase to optimize processes, improve support and provide a real-time view of the business.
HEPACO is an industry-leading environmental and emergency response services company with more than 1,000 employees and over 40 service centers in the U.S. The fast-growing company serves a wide range of customers and industries.
HEPACO deploys Hyland’s OnBase integration for Deltek Costpoint to input 800,000-plus documents per year. The integration allows the company to easily share data from Costpoint to the Hyland content services platform.
The challenge
HEPACO has about 350 daily OnBase users. Hyland’s content services platform helps the company track customer and project data, as well as accounts payable and accounts receivable documents and approvals.
The company’s IT team is small, and its solution was “large and complex,” Business Application Specialist Brandon Chestnut said.
Previously, HEPACO had little to no documentation for technical issues. There was a lot of “trial and error,” and there wasn’t a formal ticketing process to track problems, Chestnut said.
The solution
HEPACO selected Hyland Managed Services to manage and maintain its OnBase platform.
Rather than hiring another OnBase administrator, the company now has “a team of Hylanders” who are familiar with its solution, Chestnut said.
There wasn’t a drawn-out onboarding process. Instead, HEPACO had a sense of relief, because it didn’t have to worry about tackling frequent technical issues.
“It gave us the chance to focus on development and focus more on our long-term goals, as opposed to troubleshooting something or researching an issue that's maybe a one-off or one end-user (error),” Chestnut said.
Instead of hiring one person, it gave us a team of multiple people who can juggle multiple things at once. We have a team of Hylanders who were familiar with our solution.
— Brandon Chestnut, Business Application Specialist, HEPACO
The difference
Optimized processes: HEPACO’s users often fill out OnBase Unity Forms via tablets. The electronic forms simplify the reporting process by capturing data and routing it automatically. Forms that used to take 15 to 20 minutes to fill out now require less time to complete.
The company’s optimization project, which kicked off when it started working with Hyland Managed Services, is saving “thousands of hours a year” in form fills, Chestnut said.
Improved support: As HEPACO expanded, it outgrew its former tech support process.
“Now, since we have a team of managed services that is actively involved, we constantly have that team that is familiar with our process and able to take a look,” Chestnut said.
More strategic work: Chestnut and the small-but-mighty IT team know they always have a support system in place, which frees them up to focus more on training and strategic initiatives — and even take some time off.
“From our experience, it's made things a lot easier for us,” Chestnut said.
Instant information access: The enhanced processes and support have helped HEPACO gain a real-time view of the business. The company no longer has to wait for employees to fill out paper forms, which has sped up its transition to a data-driven company.
“Within OnBase, we do a lot of our asset utilization reporting, which tells us real time, what branches, what regions are using what pieces of equipment, and how often,” Chestnut said.
What’s next?
As HEPACO continues to grow, the company wants to utilize OnBase to help standardize its business.
“We're using OnBase as a catalyst for new business processes. We're using OnBase to help us steer branches and management to a business standards model, as opposed to ‘individual branch module,’” Chestnut said.
Best practices
If you’re considering managed services, set expectations in advance.
“Let them know exactly what you're looking for and what your goal is,” Chestnut said. “For us, that’s been a big piece. Our first few months of working with managed services, we would reach out when we needed but didn’t fully take advantage of everything they could offer. This year, we’ve been taken a targeted approach to speed up our strategic objectives.”