Real-world innovation: How Hyland customers use technology to change lives

At 2023’s CommunityLIVE in Las Vegas, three Innovation Award winners not only took home trophies, but they also shared their stories with more than 1,000 fellow Hyland customers. In addition to elevating their accomplishments and their work, they also inspired an audience full of innovators to level-up their own transformative work over the next year.

From making an impact for some of the most vulnerable people in our communities to improving customer and employee experiences, we saw that innovating leads to good things. Let’s look at what last year’s winners did to earn their status as innovators of the year.

Greatest environmental and social impact

About the winner: South Carolina Department of Children's Advocacy provides care and services to children in foster care with a focus on helping them achieve permanency as quickly as possible.

The challenge: The department needed to improve the data-heavy process of reviewing cases for all children in the foster care system.

The innovation: South Carolina DCA replaced its outdated database with Hyland’s OnBase platform and leveraged capabilities such as document management, forms and workflow automation. This created easier access to centrally managed documents and data.

The result:

• Greater efficiency in processing children’s cases
• Faster and more accurate visibility into comprehensive data used to identify barriers and provide recommendations
• An improved system, ultimately positively impacting the lives of children and families

Most transformative solution

About the winner: Funeral Directors Life Insurance Company (FDLIC), a leading preneed insurance provider and an OnBase customer, had a culture of innovation. It just needed to keep pushing. The company held an annual Hack Week, and in 2022, the five days of innovation became a fast-path to an RPA solution.

The challenge: FDLIC was bogged down with manual tasks and bottlenecks, and employees’ time couldn’t be used efficiently. Morale and culture was suffering. A lack of connectivity between stakeholders was limiting FDLIC’s speed to market, its flexibility to adjust workflows as necessary and, most importantly, the ability for employees to engage with customers on a personal level.

The innovation: During FDLIC’s Hack Week, a team experimented with Hyland RPA. The promising exploration led the company to implement Hyland RPA, and it is now integrated into six departments, with 13 processes in place, and more underway.

The result:

• Hyland RPA automated tedious tasks for claims
• FDLIC saved a staggering 4,029 processing hours in 2022
• Through mid-year 2023, it saved an additional 1,791 processing hours
• Over a two-year period, claims volume increased by more than $15 million

Most innovative cloud solution

About the winner: American Family Mutual Insurance Company, Standard Insurance is one of the nation’s largest property and casualty insurance groups.

The challenge: Multiple legacy systems spread across the organization (a result of several acquisitions over the past decade) were ballooning costs and harming the ability of the teams to get work done efficiently. American Family had to find a way to minimize IT costs, increase collaboration and improve scalability in order to better serve customers.

The innovation: Consolidating on-premises systems was a massive leap from the status quo, but the organization decided to move forward with its vision. It replaced its legacy systems with Hyland’s cloud-native Nuxeo Platform.

The result: With enterprise content services in the cloud and multiple core system integrations, American Family was able to drive better operational efficiencies, resulting in the excellent customer experiences it had set out to achieve.

Bring your innovation to CommunityLIVE

Because customers are at the core of what Hyland strives to accomplish — that is, to help you max-out the value of your enterprise content, transform the way you work and deliver exceptional experiences to those you serve — nothing helps us like hearing from you.

Join this inaugural class of Innovation Awards winner by submitting your own transformation story!

Submit an innovation