Takeaways from Biscom’s webinar with customer, Jared Vishney, CEO of Arctrieval
Ten years ago, entrepreneur, Jared Vishney set out to create a medical application to provide patients, healthcare providers, and hospital staff with an easy, secure, step-by-step process to request and release protected health information. To build a more efficient system for the healthcare and legal industry, required selecting a cloud fax solution.
The following are excerpts from a webinar discussion with Bill Ho, Biscom CEO describing the process of selecting a cloud fax solution. The lessons are valuable for both a small business or department within a larger enterprise who is looking for a more efficient and cost-effective path from on-prem to cloud fax.
Lesson 1: Look for Deep Experience in Security and Knowledge of Your Industry
Any product or service for healthcare and legal has to be 100% secure from creation, storage and transmission to another authorized third party. This is non-negotiable. Especially in healthcare with HIPAA, HITECH and now the Cures Act, and that’s not to be confused with the CARES Act.
Any information breach, whether willful or even accidental, results in serious fines and penalties and a lot of extra work, just to respond and investigate a privacy breach. And then all the efforts to fix it. So you’re better off in healthcare if you’re going to deal with medical records or protected health information, make sure you’re secure and locked up to start with.
And it also applies to legal professionals – they want to know what they’re putting into any solution or system, whether it’s on their own laptop computer or something in the cloud – that it’s secure, and it’s going to remain confident.
Biscom has deep experience in healthcare, legal and security. Their clients were the very same customers we hoped to close – so we knew they understood the industry and security was no longer a risk.
Lesson 2: Define the Functional Requirements and Business Model
For both legal and healthcare professionals, our goal is to simplify the medical record request process, whether you’re trying to get information from somebody or deliver information to somebody. It’s about saving time, it’s about saving money, and it’s about delivering the results in a reduced time frame with less friction.
We needed a system to fit the technical capabilities, the business case, and work within our SaaS pricing model. First and foremost, we are a Microsoft technology partner, we were part of the early BizSpark program, we committed to the Microsoft technology stack, Windows Server, SQL Server, .NET, Enterprise. And we had to have an API that would integrate with that stack.
The other things we started looking at was to not invest in hardware beyond what we had. Ten years ago, it meant no dedicated fax boards. We didn’t want to have to put fax boards into a server and try and keep that configured. And then, of course, that meant dedicated phone lines installed. And this was all very important. Because very early on, we determined that we were going to deliver our services through the cloud.
Lesson 3: Criteria for Selecting a Cloud Fax Vendor
We discovered not all vendors are created equal.
Some of the things I think anybody should look at is the sales team and pre-sales support. How responsive are they prior to the sale? Are they? And that’s an indication to us of, well, are they really excited about your business? Is there a good match? Or is it not big enough because they’re not going to make their quota at the end of the quarter, and they’ve got bigger fish to fry? It’s indicative. If they’re not going to be attentive prior to the sale, whether it’s $1, or $1,000, or 10,000, what’s it going to be like after the sale?
The other thing was technical support. During the sales process how easy was it to get to technical support – not just the pre-sale support for configuration of a server. Are they really interested in your success? Will they log on to the server, do a remote desktop session to really dig in and will they stay past five o’clock?
Constantly probing and contacting technical support and the staff during the evaluation period, even sometimes with silly questions, just to see where you get and how fast the response would be. Even if it’s a silly question that they don’t consider important, sometimes the silly questions are important. So it goes back to the sales team, and part of it is in the technical folks providing information, arranging the technical meetings if needed, working towards a solution together.
We looked at some notable SaaS vendors and they just didn’t have the technical support people to answer questions. If you want to sign up for SaaS based online, e-fax type of service, there’s some good ones out there, but they just didn’t have the people to answer the questions. So that was a non-starter for us.
For us, we didn’t take it seriously if the salesperson said everything just worked because that’s not the reality of things. We gravitated to people that were honest with the limitations of their products, so we could adjust for it. We don’t expect everything to be perfect.
We selected Biscom because it ticked the most boxes. It was a hybrid solution, which was nice. It was a well-documented API, and a trial version, which was great. The biggest thing for us though was it required no investment in any server hardware. It did require investment in software and that’s fine. So did the other on-premise vendors and it was all competitive, but the biggest one is no hardware requirements, pay as you go, get your faxes in, not have to do it.
The Value of a Cloud Fax Partner
The biggest thing that we found out is everything that was represented to us in the sales process and pre-sales support carried through long after the sale. I can call up today and say, hey, we’ve got a problem moving one of our fax comp queues, we’re spinning up a new server. And each time we migrated, it was always a physical machine to a physical machine. It was painful. And each time we went through that process, we could always count on getting somebody from Biscom technical support to help because we’re not fax experts.
Value is a combination, the relationship, what’s that worth? The quality of service, not just from the vendor to the partner or between partners, but also the quality of service that ultimately gets delivered to the end client.
In the end you’re bringing a joint solution to the market – you have somebody that’s an integral part of your solution, and with Biscom, you have the right technology, support and confidence they will be there for you – always.
For a recording of the full webinar, click here.