Hawksford Group has implemented OpenText’s Enterprise Information Management (EIM) strategy to create a digital process for improving information governance and compliance.
Hawksford Group wanted to move away from its reliance on paper-based systems as these resulted in inefficiencies when locating client files, which had an impact on customer service standards. The firm identified that by adopting a more paperless working environment, clients would ultimately benefit as staff could focus more of their time on clients.
Hawksford Group selected OpenText’s Content Suite, the core of OpenText’s EIM platform, to provide a single digital repository for client information. OpenText’s Content Suite has been implemented alongside its Process Suite to form a unified platform that centralises information, automates business processes, indexes portfolios, generates invoices and ensures transparency across all departments. Adopting this approach is providing the Hawksford Group with end-to-end visibility and control of all unstructured and structured data across the organisation, helping ensure a more efficient compliance processes and reducing risk.
“Accuracy, dependability and transparency are the three things that I care about. In the financial services business, there is no margin for error,” says Matthew Wilkinson, associate director of business enablement at the Hawksford Group. “We have a duty of care to our clients and the regulators, so when it came to evaluating potential business process management and EIM products, we looked at functionality, as well as the technical and commercial capabilities available to us. The best fit for us was OpenText.”
With a growing number of remote workers, Hawksford Group also required the ability to access electronic documents securely whilst also being able to enact processes when away from the office environment. The company introduced OpenText’s Information Exchange Suite to allow employees to send and receive secure communications from any location, ensuring client service and confidentiality is maintained.
All emails get permanently stored against a client record, allowing employees to access the details at a later date. Using OpenText technology to manage all content efficiently also benefits the extensive audit trail required of today’s financial service providers. Hawksford Group now has complete visibility of who did what, where and when, helping it to meet compliance and audit needs.
Wilkinson says: “Recently we have made a number of game-changing business-process-orientated decisions. These have involved identifying the need for new technology, choosing the right technology partner and implementing a bespoke platform that enables us to hold all client information in a single repository. This has ultimately enabled us to provide additional services to clients and enhanced our client service standards, which sets us apart from others in the market.”