Middlesex Savings Bank wanted a better, unified solution for handling a variety of documents, such as loan applications and customer account information. The Massachusetts institution turned to a KnowledgeLake ECM solution that runs on SharePoint, resulting in much faster search and retrieval of documents, integration of previously fragmented data collections, and lower costs across the organization.
Middlesex Savings Bank (MSB) is a mid-sized financial institution that serves customers in eastern Massachusetts. The independent bank has 30 branches, five business-lending centers, and assets over $4 billion. Its products and services include checking, savings, loan, and investment products for individuals and households, as well as commercial checking and savings, cash management, commercial loans and mortgages, and lines of credit for small and medium sized businesses.
The bank was facing a problem common to many document-intensive businesses, with different-and disparate-systems in place used to process and store a variety of paper documents. It had a legacy document management system for scanned loan and deposit documents, which had to be customized in order to add other kinds of content. Customer signature cards were held in a separate, siloed proprietary database that had only limited integration with Open Solutions/Fiserv DNA, which is MSB’s core banking application. Users also had to log in to different line-of-business applications to find information.
“The overall system was difficult to use, navigate, and find content and information that was stored in different databases,” says Kelly Bressette, Senior Vice President at MSB. “We also lacked good indexing for easy searches and retrieval of information.”
The bank decided to replace its legacy information management systems with a unified enterprise content management solution. MSB evaluated options from six companies before selecting a KnowledgeLake Enterprise Content Management (ECM) solution, which is integrated with the bank’s Microsoft SharePoint intranet.
“We felt that the KnowledgeLake Imaging Solution on top of Microsoft SharePoint would meet our ECM needs,” says Bressette. “The result is a unified infrastructure to build an enterprise intranet portal for employee collaboration, business process flow automation, information sharing, and integration into line-of-business applications.”
The KnowledgeLake products chosen include KnowledgeLake Imaging for SharePoint, which is used for searching, viewing, routing, and annotating documents. KnowledgeLake Capture is used with the bank’s Fujitsu enterprise scanners to scan paper documents. KnowledgeLake Unify for SharePoint enables MSB employees to quickly access KnowledgeLake functionality within line-of-business applications. And KnowledgeLake Connect for SharePoint lets users upload electronic documents directly into SharePoint from business software such as Microsoft Excel and Word.
To help with the deployment, MSB worked with Atrion, a Rhode Island-based solutions provider, which helped with the solution design and assessment of the bank’s infrastructure. The planning and deployment included the migration of more than 3.2 million digital documents from the legacy systems and the implementation of a SharePoint-based workflow application from K2.
With the KnowledgeLake ECM solution, Middlesex Savings Bank has an integrated, streamlined content management platform that is highly functional and easy for employees to use. It brings greater efficiencies by quickly delivering SharePoint-based content to line-of-business applications. And it has dramatically improved the speed at which employees can find financial records.
“KnowledgeLake and SharePoint provide a reliable, flexible platform that meets vital business needs,” says Bressette. “The KnowledgeLake solution enhances record control to streamline compliance with federal, state, and industry regulations. It is reducing our storage, paper, and mailing needs, and it’s also improving employee efficiency. The result is better customer service, more informed decisions across the enterprise, and reduced overhead costs in managing information.”
A Highly Functional and Intuitive System
The KnowledgeLake ECM solution is extremely functional and intuitive for MSB employees.
“We spent a substantial amount of time branding the product so the end users would feel comfortable using it,” says Bressette. “We trained about 500 users on the software prior to rollout, and provided a template to assist them with navigation of the system. A lot of users told us that the system is ‘so easy that I don’t even need the training template.’ Employees also remark that it’s incredibly easy to search for and manipulate documents in the system. They can view a large document in multiple formats, and view it in a variety of ways.”
Tight Integration with Existing Software
With KnowledgeLake Unify for SharePoint, bank employees have instant access to KnowledgeLake functions without exiting their open applications, thus eliminating the time and hassle of logging in and out of different applications to find documents.
“The KnowledgeLake Unify feature effectively surfaces SharePoint content to our line-of-business applications so users can search, reference, and archive documents in SharePoint without leaving the business applications that they’re currently working in. It also provides a single sign-on solution so end users don’t have to log on to multiple systems to see documents within the repository.”
Time Savings With Fast, Easy Searches
The solution also streamlines access to records through keyword and full-text searches.
“This allows our employees to get information they need directly from their desktops in seconds rather than searching multiple applications or digging through paper records,” says Bressette. “And KnowledgeLake Connect functionality lets users quickly save content such as PDF files and email messages to SharePoint on an ad-hoc basis. Documents can be indexed from any desktop application and then saved to SharePoint. It’s all part of faster workflows and greater efficiencies across the enterprise.”