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Blog > November 2020 > Q&A: Removing the Risk from Digital Transformation

Q&A: Removing the Risk from Digital Transformation

Digital transformation means different things to different organizations. Whether deploying departmental imaging systems, creating a single federated view of information across an enterprise for compliance or automating processes to streamline service delivery, no two projects are ever the same.

Document Manager Magazine, an authority on document and content management for almost 30 years, spoke in depth to ASG Technologies’ Jan Falkenstein, Senior Solutions Engineer, and Greg Wilson, Director, Content Services, to hear how their ASG Mobius Content Services (Mobius) customers are successfully modernizing their systems and optimizing their IT investments in the way that makes most sense for them.

Q: Has your clients’ focus changed with the evolution of Content Services?

JF: Today the volume of information is exponentially growing and so are the requirements. There is also a much greater demand for direct access anytime, from everywhere and with every device. The previous monolithic approach with one system and a small group of users doesn't work anymore. I think the shift can be summarized by saying that the old enterprise content management (ECM) days were  really about storing and managing the information and the users were working for the system, in the way that the systems mandated. Today, there is more focus on the value of the document in its usage and how efficiently you can use it.

GW: There is a much stronger focus on connecting disparate systems, interoperability, process flow and the flow of information. It is no longer about scan, store and retrieve. It is about how it fits into your ecosystem and how you do your business every day.

Q: How does ASG partner with organizations to shape their digital transformation path?

JF: As an industry partner, it comes down to understanding an organization and where there  are challenges, problems, etc. I also think it is important to understand where there are quick wins. Where are the low-hanging fruit that they can start with? The journey toward digital transformation can be overwhelming, so it is key to start with achieving quick wins. It is really the connectivity and interoperability which enables companies to protect their investments and bring that all together into a full picture.

GW: No matter how mature organizations think they are on their digital transformation journey, there's always groups and departments within these organizations that are still starving for more efficiencies and easier ways to get their work tasks completed each day. A great starting point is to ask, “How do I offer the best experiences to employees, customers and partners?

Q:  What benefits are your clients experiencing?

GW: We recently worked with a large dental benefits administrator with 23 million members to modernize their claims processing to improve customer experience. They had hardcopy documents and scanned images that were residing on Microsoft® SharePoint and on shared drives. It really made for a slow, cumbersome and error-prone claims review process. Leveraging Mobius and our federation, we have created a unified viewing experience for policy holders as well as their insurance agents.

We are partnering with another client, a Fortune 500 rental car company, on a digital transformation project to become a data-driven company, providing superior customer service and better enabling them to compete in their disruptive market. The rental facilities are sunsetting several legacy and redundant apps, migrating systems to the cloud via Amazon Web Services, and then also being able to connect many of the systems and applications that are remaining.

A lot of the documents related to this will reside in Mobius. But what is much more interesting is the reach of Mobius, from a middle layer, connecting all the disparate systems and key information. We are funneling all of this disparate information into a cohesive experience, so that customer-facing mobile apps, as well as internal portals for the call centers and branch locations, will now have access to all pertinent information such as rental history, reward status, car preferences, upcoming reservations, rental agreement, etc. We are not only improving customer service, but we are also consolidating systems and integrating systems, and driving this vast migration to AWS at the same time.

Q: What “Aha! moments” do your clients typically have?

GW: There always seems to be a sigh of relief in the room when we're working with clients and discuss the nuanced flexible approach available with Mobius. We have worked with organizations that have tried to put everything out in the cloud as fast as possible. Those projects come to a screeching halt, because of the effort, business requirements and governance policies. Which systems should we sunset? Which systems should we migrate? Where do we consolidate them?

Mobius’ hybrid cloud approach enables documents and information to be shared on-premises and in the cloud and allows organizations to leverage the cloud in the ways that makes sense for them, rather than it being more of a shotgun, one-size-fits-all approach.

Q:  Where do you think the industry is going in the next three to five years in terms of innovations and new solutions?

JK: Over the next few years, it is going to be about filtering between what can be done and what is really serving the purpose and serving the user. Low-code/no-code will be a very important part going forward and we will have more and more systems that are working for the users.

GW: We will continue to remove the walls between various applications in the next few years. It is going to feel much more cohesive. Workflow will continue to transform how we all do business. We are going to see an even further simplification of user experiences and low-code/no-code, and it is going to continue to empower end users. It's no longer just this archive and retrieval. It is about interconnected experiences and driving more business value.