Hyland Software is a leading content services provider that enables thousands of organizations to deliver better experiences to the people they serve. With a robust product suite that connects data and systems across complex enterprises, they serve industries across the board, including government, education, healthcare, and financial services.
For many of Hyland’s customers, RFPs are an integral (and sometimes legally required) part of the vendor procurement process. For Hyland, RFPs are their ticket in the door—and their chance to make an outstanding first impression.
And it’s the proposal team’s responsibility to ensure that first impression propels them to the next stage of the sales cycle.
As Hyland continues to grow, the number of RFPs coming in is also increasing. The proposal team quickly realized that if they wanted to respond to more and more RFPs—while continuing to ensure each RFP makes an impact—they needed a more efficient process.
After a rigorous vendor selection process, they decided on RFPIO.
Collaborating in the same document, in real-time
The Hyland team used to manage projects by color-coding an Excel or Word document, assigning questions to collaborators according to color. Each collaborator saved the document locally, completed their assignments, and returned it to the proposal specialist.
The proposal specialist would then manually combine more than 4 different versions into one master copy.
Lauren Joy, the Proposal Team Manager at Hyland, remembers that “the most frustrating part was that people often wouldn’t finish their questions. Not only were we rushing to combine all these separate versions into one master copy, but we’d also find out last-minute that someone only answered half of their assigned questions.”
Now, with RFPIO, collaboration is a breeze. Instead of color-coding, the proposal specialists can assign questions on the RFPIO platform. SMEs will then be notified that their help is needed, and can answer their assigned questions in one place.
As the SMEs are responding to questions, the proposal specialists can monitor progress in real-time. That means there is no need to worry someone forgot to answer their questions. And no more manually copying and pasting answers into a master file.
Creating a place to find answers
Hyland has always used a cloud-based system to house content from previous bids. But, in their previous system, something as simple as finding information had a steep learning curve. Beth Travis, the Knowledge Base Administrator at Hyland, explained that, “we all had our own method of finding answers, but it definitely wasn’t intuitive. We’d get a lot of questions from newer folks.”
Not only that, the system offered zero insight into how people were using the content. And anytime a piece of content needed to be updated, the editing process was very cumbersome.
“The answer library was a game-changer across the board.”
Knowledge Base Administrator, Hyland Software
With RFPIO, the proposal team can ensure everything in their response library is 100% accurate and up-to-date. Now, their library is a place the entire organization can go for answers.
The first part of this is content moderation. Content managers have full control over what goes into the Answer Library. Before any question-answer pair is added, it is reviewed for consistency and accuracy. The result is a rich library full of pre-approved content, written in a unified Hyland voice.
The second piece of this is content review. The team maintains accuracy by assigning each piece of content an owner and setting up regular review cycles. The content owner is notified when it’s time to review their question-answer pair. They can then make any necessary edits, and give their stamp of approval.
As a result, the Hyland team trusts the information stored in RFPIO. And because RFPIO is equipped with AI-enabled search, anyone can find the answers they need, using keywords they’re familiar with.
Hyland has also given everyone access to RFPIO Lookup, the Google Chrome extension. Both Hyland employees and reseller partners can key in a quick keyword search right in their Chrome browsers—bringing a robust library of pre-approved content to the fingertips of anyone who needs it.
“Not only is the RFPIO Answer Library a place to find answers, it’s also helping us submit stronger responses. We use the stored question-answer pairs as a solid kick-off point, and then tailor each question to our issuer’s specific needs.”
Manager of Proposal Services, Hyland Software
Adjusting permission levels based on user roles
When you’re creating a place for answers, it needs to be something everyone can use. That means it needs to be intuitive and it needs to be simple. For this, the proposal team uses Custom Roles. Each team member sees a different user interface, depending on their role.
Most Hylanders will only see the Answer Library and any questions they’ve been assigned to. That way, they can immediately find what they’re looking for when logging into RFPIO.
By making sure RFPIO is something everyone can use… everyone is using it. User adoption has been outstanding.
Hyland also wanted to be able to give their reseller partners access to information about products or services. But, they wanted to keep certain pieces of content internal-facing. Enter the “Reseller” role. By adjusting content permission settings, the Hyland team controls what their reseller partners see.
As a result, the reseller partners can easily access the information they need. And any internal-facing content… stays internal-facing.
Embedding the RFP process into existing workflows
Hyland uses the Salesforce integration to pull data in from an existing account or opportunity. This both ensures the data is matching and also means there’s fewer fields to fill out—saving time and avoiding errors.
They’re also able to more easily track post-project and future engagement. Going forward, they will better understand how their proposals are performing, and gain more insight into their win/loss rate.
The Salesforce integration has helped align sales and proposal teams. Now, sales has full visibility into project status. They can see how a current project is progressing, or check which future projects are in the queue, all from the RFPIO dashboard in Salesforce.
Thinking about implementing RFPIO? Just do it.
RFPIO has helped Hyland strengthen their responses, take on more projects, organize their content library, break down knowledge silos, enhance collaboration, and align their teams. When asked what they would say to someone thinking about implementing RFPIO, Lisa McNeeley only had two words: “Do it”.
“We chose RFPIO because we realized it will help us grow in the long-term,” Lauren added. But don’t just hop right into it. “Make sure you have a plan in place. Figure out the different pieces you need,” she continued.
Once you have the right process in place, the only way to go is up.
“RFPIO has helped us strengthen our responses and enabled us to take on more projects. And the more projects we take on, the more business we’re likely to win.”
Proposal Services Team Manager, Hyland Software
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