8 Ways Naviant Customers Are Benefitting from Managed Services

No two organizations grapple with the same set of challenges when it comes to their IT strategy.

This reality is precisely why our managed services team takes a dynamic approach, offering flexible service options that can be customized to meet each organization’s unique needs at any given time.

The result: No two managed services stories are the same, and there are virtually endless use cases out there. It can be enough to make you think, “Managed services could probably help me, but where would I even begin?”

It’s time for some inspiration: To give you an idea of how managed services can benefit your organization, we’ve compiled the stories of eight Naviant customers from different industries who have experienced the advantages firsthand.

8 Ways Naviant Customers Are Benefiting from Managed Services

1. A Healthcare Organization Gets Stalled Project Across the Finish Line

Completing a large-scale, intricate project can be a challenge. And when you’re seeing so many changes come into play at once, it can get overwhelming. As a result, organizations sometimes grapple with internal concerns about the capacity to support and successfully go live with such complex integrations and so much change.

One of our clients in the healthcare sector found themselves in this position toward the end of implementing a very large, integrated, delicate solution for their AP department. They had started this project before our managed services team began working with them, but during one of the final phases, they hit a wall. It turned out there were internal concerns regarding their ability to support such a large go-live with the resources they had. To ease these fears and finish the project strong, the organization partnered with our managed services team to give them the peace of mind that they would have expert support on call. Together, they were able to go live successfully. The organization has continued its partnership with our managed services team but with a shifted focus on enhancing its new solution.

2. A City Government Navigates the Challenges of System Modernization

Modernizing a long-existing system can be a daunting task, and it can often be hard to know where to begin. This is especially true for government institutions that need to simultaneously navigate the complexities of public sector IT infrastructure and maintain continuity in citizen services.

In the case of one of our customers, a city government, these realities called for a strategic approach to modernization. When this customer approached us, they came with a blanket question: “We want to do more, but we don’t know what. Can you help us figure out what to do?”

To answer this question, we brought in one of our managed services business analysts to meet with the customer’s leaders to perform an Optimization Assessment. As a group, they reviewed all core business processes and reconciled them against what was set up in the system at the time. Our team then shadowed their end-users to see them interacting with the processes. This assessment revealed 10+ optimization opportunities, giving them a roadmap to expansion.

Some opportunities were big, like upgrading to Unity Agenda Item Form and workflow to manage agenda items more efficiently, and others were small, like setting default formats and fonts on the agenda and meeting minutes. The leaders were very happy with the feedback and is currently working with our managed services team to implement the recommendations.

It’s also worth noting that this wasn’t this customer’s first managed services experience, making them an excellent example of how organizations can use managed services on and off as needed. When they were undergoing a version upgrade, they used managed services support to make the transition smoother. They even used managed services general support to help their admin work through their list of enhancement requests. Once those needs were met, they took a break until they needed system modernization assistance. Managed services is truly there for you when you need them, and when you don’t, you can discontinue your services with no problem.

3. A Company Maintains Operational Continuity Through Acquisitions

Undergoing major operational changes like system go-lives is challenging for any company. But if you’re tied up in a time and resource-intensive initiative like company acquisitions at the same time, it may not even be possible to do it all alone.

This was the position one of our customers, a large company, found itself in. They had worked with our delivery team to implement the AP Accelerator to automate and optimize their AP process, and they used our managed services team to take over day-to-day support of the system following the go-live.

But shortly before our team began implementing their enhancements, the customer notified us that they were about to enter into a series of acquisitions that were going to require much of their operational attention. As a result, they asked us to “do whatever it takes to keep our prod environment stable while we focus on this major company transformation.” To meet this need, our managed services team immediately pivoted its attention to focus on prod support and system stability.

Scenarios like this one are why we believe in the importance of flexible support and have built our managed services offerings around adaptability. Priorities change, and that should be embraced.

4. A State Government Institution Transitions to a Centralized OnBase System

Scaling your OnBase system can be a massive undertaking. But when it’s a matter of completely transforming your model of support, things can get even more complex.

Another Naviant customer, a state government institution, experienced this when they transitioned to a centralized model of support for their 20 department agencies that used OnBase, each with its own support team and processes. This fragmentation led to inconsistent communication, poor change control, and frustration among end users. Without prior knowledge of the current state system, architecture, or OnBase administration across each of the 20 department agencies, the central office that was set to take over was at a crossroads.

To solve this problem, they engaged our Managed Services Team was brought in to perform a System Audit. This helped them educate the central office on the structure of their system, departmental usage, and important updates they needed to make to maintain the system long-term. For example, the audit revealed that there was a critical need for them to stand up a non-Prod environment, which the managed services team was able to do.

In the time since, the customer has hired their own OnBase admin, who is now working closely with the managed services team to review the audit findings and learn how to move forward. Our managed services team is also helping them implement the rest of the recommendations, upgrade their system, and design a scalable solution that’ll let them continue to extend their OnBase system to additional agencies across the state.

5. An Insurance Company Maintains Business Continuity After an Unexpected Departure

The sudden departure of a skilled IT employee can throw your organization into panic mode fast. It leaves you with open projects and issues that require specialized knowledge. However, finding suitable replacements can take considerable time, given the current IT talent shortage. Fortunately, managed services can come to the rescue.

One of our customers, an insurance company, experienced the sudden departure of their OnBase Admin, which resulted in a backlog of requests and ongoing projects. Naviant Managed Services provided a skilled IT expert who seamlessly picked up where the admin left off. They also successfully implemented all pending requests, including major tasks like an environment refresh and upgrade. In addition, one of our consultants also contributed to the effort by ensuring that the requests were well-defined and offering innovative approaches to improve efficiency.

6. A Tribal Nation Empowers a New Hire and Optimizes its Solution

Finding a candidate to fill a specialized role in your organization is a huge accomplishment. But even if they’re incredibly talented or have years of experience in the field, they may not be an expert in your solution. And relying solely on training courses to bring them up to speed may take a while before they become proficient.

This is where managed services coaching comes in. For example, our customer, a tribal nation, hired a new OnBase admin with limited experience, which affected their ability to resolve issues and implement enhancements effectively. Naviant Managed Services collaborated closely with their new admin for six months, coaching them on troubleshooting approaches and translating business requests into technical specifications. This partnership empowered the admin to become more self-reliant in supporting customers, allowing the Naviant team to focus on enhancing and optimizing their solution simultaneously. Impressed with the results, the tribal nation signed an Enhanced Managed Services agreement, extending the partnership to receive full OnBase admin support.

7. A Government Institution Bridges its Knowledge Gap

The first 6-12 months after implementing a new ECM solution can be challenging, especially once your digital transformation partner is no longer working alongside you every step of the way. Staying afloat can become difficult as you strive to balance managing your new solution with a growing list of urgent system enhancements. Managed services can help you promptly implement your “phase 2” enhancements, breaking through the chaos.

This managed services option proved invaluable for one of our customers, a government institution. After implementing a complex AnyDoc and OnBase setup, the institution required ongoing support and help to implement de-scoped items. Naviant Managed Services became their trusted partner, offering continuous support and helping them implement those additional items. To ensure long-term success, Naviant facilitated knowledge transfer by allowing internal admins to shadow and learn from their team, enhancing their skillset and enabling independent support in the future.

8. An Energy Infrastructure Company Achieves a Seamless Transition and Continued Success with Ongoing Support

Every organization has unique needs and goals that change over time. That’s why our managed services journey at Naviant is tailored to each customer. We offer flexible service options that can be scaled up or down as required, ensuring a perfect fit for your organization.

One of our customers, an energy infrastructure company, relied on Naviant Managed Services from the outset of their ECM project, an OnBase implementation. The company’s implementation was more complex than most, involving a spin-off from another organization. However, the implementation was made smoother and more manageable with managed services.

Once the implementation was complete, the company decided to continue its partnership with Naviant Managed Services by transitioning into long-term support. As a result, the company eliminated the need to hire internal staff for system support. And to ensure a seamless handover, we proactively onboarded our managed services team expert before the go-live phase. This proactive approach allowed for a smooth transition, and the ongoing collaboration with our implementation team provided the company with additional support as needed.

Start Your Managed Services Story Today

These have been the managed services stories of eight of our customers – what will yours be?  If you have any questions or want more information from our managed services team, drop a question in the chat.

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