Listen as Marylou O’Donnell, director of business process and project management at Boston University, explains how they dramatically improved admissions processing by implementing OnBase.
Boston University: A Revolutionary Process
My role is to look at business processes to work with the people who do the actual processing of documents and services that we provide and try to make them more efficient. And I've been doing this for a long time, 25 years at the university.
I never have, and I don't think ever will again have the opportunity to bring so much change with a single project implementation as we did with OnBase. So life before OnBase was pretty hectic in the admissions office, the year before OnBase we had 36,000 applications, which had steadily increased.
From Three Shifts to One
We had people coming in working at 7:00 a.m. to 3:00 p.m., and then a regular 9:00 a.m. to 5:00 p.m., and then a 2:00 p.m to 10:00 p.m. shift generally. So it was a full-out run from January to the end of March to get it all done. And every year, we tweaked the process to make it more efficient, but every year, with the volume increasing, we just put more on the people who actually had to do the work to get it all done.
We saw a lot of companies that could meet our document imaging needs, but when OnBase came in, they were, first of all, so attentive to what our goals were and where we are trying to go. And secondly, they provided a workflow tool that really set them aside from anyone else we had looked at.
The year after we implemented OnBase we cut out all three shifts. We went to a single regular workday 9:00 a.m. to 5:00 p.m. And that year, that very first year, we finished two weeks earlier than we did when we were all paper. I just can't say enough about the support that we felt and the help that we got and how much the individual people who came in to help us cared about getting it right.
What I always tell people when they call for references about OnBase is if you're in a foxhole, those are the people that you want in the foxhole with you. So from a customer service standpoint, it just revolutionized what we did and allowed us to serve more families every day because we could answer more calls because there weren't callbacks as the customer service staff went and looked for things. And it was immediate response for the family during a really anxious time.
You have to really see it to understand what a huge difference it made in the office. It was incredible.