More Effective & More Efficient: EASY Rethinks Customer Service

A good product is the best prerequisite for winning new customers. Good service is indispensable if you want to ensure your customers remain loyal to your product in the long term. Now that EASY has positioned our solutions in a new and improved light in many respects, it is only logical for the company to revitalise the foundations of our customer service over the next few months.

 

Doing What Is Right, Doing What Is Necessary

The corporate world is all about effectiveness and efficiency. Effectiveness means doing what is right, and doing what is necessary. Efficiency means doing everything in the best way possible. This applies to support at EASY, too – and even more so in the future than ever before.

EASY is tackling the entire support process, including the whole life cycle of an incident. Our goal: employees in support should be able to concentrate on their core duties. To make sure they can, EASY is introducing a Help Desk and a Customer Care Centre (CCC), and is dividing customer service into 1st Level, 2nd Level, and 3rd Level support.

 

A Central Point of Contact

In the future, all support enquiries will be received first by the Help Desk. It will act as a central gateway, the single point of contact for partners and customers. The Help Desk team will also take over 1st level support tasks, but it will also do more than just accept enquiries. Instead, it will also complete preliminary analyses, and search for solutions in a database of known and solved support queries. In addition, the team will ensure that all information for quick processing of support requests be available, thereby reducing CCC or 2nd level processing time.

If it is not possible to conclude the support issue on this level, colleagues in the Customer Care Centre, representing 2nd Level support, will come into play. These are product, application, and solution specialists, who will search for answers to service questions that have never been considered before. If necessary, they will consult with product development to handle issues, who will act as the 3rd Level support team.

 

More Efficient and More Reliable

The advantages of this structure are clear: each specialist will only deal with their own area, and will not have to answer enquiries that are outside of their field. Support enquiries that are similar to earlier cases will be solved more quickly. And having the Help Desk as a central point of contact ensures the highest possible level of transparency and reliability.

Over the course of 2016, EASY will be establishing the structures and assembling the teams we need for these new functions. The company will rely on cooperation from our partners to do so. If we want to become more efficient and more effective along the entire life cycle of a support enquiry, we cannot leave our partners out of the equation. Their experience is indispensable in the ongoing process of improvement EASY is striving for in the area of support.

EASY HR 3.0: The Solution for Efficient Personnel Management

Previous versions of personnel management solution EASY HR 3.0 were already successful – but in 2016, we feel that the topic of digitization has truly arrived in the HR department. Division heads and employees want solutions that address this change. Companies can benefit from more efficient personnel processes – especially now that EASY has significantly expanded both the technical and functional basis of its own HR solution with HR 3.0.

 

Standard Processes Included

First, let’s take a look at the technical side: EASY HR 3.0 includes significantly more processes, even with default settings. Besides master data and file management, application, onboarding, and offboarding processes are also integrated. One feature that’s especially interesting for EASY partners: EASY delivers a configurator along with the solution that allows them to define additional processes in a flash. A powerful workflow engine is also included, which greatly simplifies the integration of customer-specific reports. Thanks to this tool, EASY HR 3.0 can quickly and independently adjust to even complex customer processes.

 

Compliance Simplified

Another great feature is that EASY HR 3.0 provides effective support in the area of Compliance. Whether a company is adhering to all requirements, of course, remains in the hands of its HR department employees, even with EASY HR 3.0. However, EASY HR 3.0 does make their lives easier. For instance, if they need to review diplomas, health certificates, or drivers’ licenses due to legal initiatives, or if additional qualifications are required, the system will request these automatically.

 

Significantly Slimmer & Better Performing

EASY HR 3.0 has also made quite a few improvements from a functional standpoint as well. Just as before, users can still access the HR solution from anywhere through the web. New features, on the other hand, include reporting and access management. EASY has expanded these significantly for the new version. Now, there are hardly any personnel management roles that can’t be mapped with just a few clicks. Another great feature: just as in the new EASY Archive, in HR 3.0 it’s possible to restrict installation to the functions customers truly need. This makes installation and the entire system much slimmer and better performing.

 

Optimized Interface

Last but not least, EASY has cleared up and optimized the interface. The result is a slimmed down interface through which it’s easy to connect to all current portals such as the Bundesanstalt für Arbeit (Federal Labour Office), Stepstone, or Monster. All in all, we’re proud to say: with version 3.0, EASY HR is more flexible, slimmer, and better than ever before.

Thorsten Eska new member of the Management Board

EASY SOFTWARE AG Supervisory Board thus expanded to two persons

Mülheim an der Ruhr – The Supervisory Board of EASY SOFTWARE AG has appointed Mr. Thorsten Eska (49) as a new member of the Management Board, effective July 1, 2016. Thorsten Eska will be responsible for the Finance, Administration, HR, Legal Services, Procurement and Order Processing departments at EASY. Together with current CEO Willy Cremers, the EASY SOFTWARE Management Board will thus be composed of two members.

“With over 25 years of experience in the IT industry, we were able to win a qualified expert in Thorsten Eska to join the Management Board. In particular, his knowledge in the Integration Management, Change Management, Compliance, Process Management, and Business Administration divisions is of great strategic interest to EASY. By expanding our Management Board, we are taking account of the previous and future growth and development potential of EASY SOFTWARE AG,” comments Oliver Krautscheid, chairman of the Supervisory Board.

He will provide fresh impetus in the two key areas of our EASY FIT program: improving processes and change management in the HR division.

As an experienced executive, Thorsten Eska will take on responsibility in the above divisions.

Thorsten Eska: “To my mind, EASY SOFTWARE AG offers very positive potential for future-oriented development, given its ECM products and its employees. With this prospect in mind, I look forward to tackling this challenging and very interesting task.”

Thorsten Eska studied business administration and worked as senior executive in various capacities at Siemens, among others, as CEO of its subsidiaries and in business management. Thorsten Eska’s recent position was in various senior executive capacities for CANCOM SE.

EASY SOFTWARE AG
The Management Board

Partner information 2016: Safely meet the future with EASY

For the second time, EASY SOFTWARE AG invited partners to join its partner information event – with an excellent response. More than 500 participants from over 40 partner businesses used this opportunity to obtain information about current and upcoming developments and solutions from the software manufacturer, optionally by personally coming to the HQ in Mülheim an der Ruhr, Germany, or via live stream on the Internet. They perceived a strong EASY company, with a coherent product strategy and a clear message to its partners and the market:  EASY SOFTWARE is a modern company and prepared to meet the future.

 

Resorting and extending its products

At the beginning of the event, CEO Willy Cremers gave a review of 2015, another year of new departures for EASY:  “We were working not just intensely on our own structures but also resorted our products, intensively improving new, market-driven solutions.”

Following this, EASY presented its strategy, giving exclusive previews of the status of its current product portfolio. For example, our partners learned how EASY is

  • evolutionizing archiving
  • honing its EASY ECM Suite with a new release version
  • establishing Discovery
  • taking the application HR3 for personnel management into consideration, and
  • increasingly focusing on processes in SAP

 

Mobility at EASY

With a particularly keen interest, partners were looking at the novelties covering the topic of mobility at EASY. Project leader Marcel Rosenbaum presented initial mobile additions for the existing ECM Suite. They are used as the basis for later partner apps, facilitating faster integration of EASY Services through the Online Suite offering, such as Archive Service, OCR, or extraction.

 

For the benefit of both partners and customers

Partners and customers of EASY SOFTWARE AG will in future significantly benefit from the fact that EASY resorted its existing portfolio and is currently enriching it considerably. From this will result significantly greater agility, mobility, integrability, scalability, and flexibility over the entire product portfolio. Thus, a unique range of flexible and up-to-date tools is available to businesses intending to initially digitize or further digitize and automate their document-intensive business processes.

The mobile ECM Suite is coming

As part of the “next generation ECM project “SPIRIT”, EASY SOFTWARE AG succeeded in entering a strategic partnership alliance with Apinauten GmbH, an innovative startup business. Headquartered in Leipzig, Germany, the “Apinauts” have been offering a “mobile back-end‐as‐a‐service” solution called “apiOmat” in the market since 2012.

 

Launch in 2016

Thanks to this partnership alliance, EASY SOFTWARE AG will already be capable in 2016 of positioning offers in the market segment “Mobile ECM Suite” through which offers emerge enabling our customers to use ECM Suite solutions, in the form of specialized apps, also while traveling. Being the first ECM Suite app, “EASY Contact Mobile” will facilitate safe, site independent access to corporate contract data.

 

Rethinking usability

As part of EASY WORLD 2014, EASY had for the first time announced developing the next ECM generation software under the project name SPIRIT. Continuing this, EASY consequently presented the first SPIRIT mobile cases at EASY WORLD 2015. As far as the new ECM generation software is concerned, the EASY specialists have been rethinking usability of software: instead of focusing only on the software’s user interfaces, EASY tackling this topic through an integrated approach.

 

ECM solutions in record time

This new ECM generation software provides so-called business modules for the technical EASY ECM services which facilitate creating ECM solutions in record time, owing to simple configuration. The fundamentals of this new platform are, on the one hand, established EASY ECM services such as Archive, Rendition, OCR, etc., and data and documents. On the other hand, SPIRIT provides a wide range of new functionality and features which, particularly in the sector of document intensive processes, allow simple and efficient action. The SPIRIT platform is based on the modular design principle using different tools.

To organize its ongoing development to be in line with market requirements and hands-on practice as much as possible, EASY offers its partners the chance to contribute their ideas and suggestions to the development platform.

 

An intensive development partnership

In addition to integrating apiOmat into the SPIRIT Microservice framework, EASY SOFTWARE AG and Apinauten GmbH have begun further collaboration. An intensive development partnership, which already started in the form of a common kick-off event in Potsdam, Germany, is emerging as part of the ongoing development of SPIRIT and apiOmat. EASY’s commitment is designed through the corresponding agreements and contracts in such a manner that nothing stands in the way of a common and successful future.

 

The Microservice approach as an “app service”

The smart solution “apiOmat” allows connecting any back-end systems with phone-based devices and wearables. For SPIRIT, apiOmat establishes the connection between the ECM Suite and phone-based devices and seamlessly integrates with the SPIRIT Microservice approach as an “app service”. Besides, apiOmat is featured in the market overview of the Gartner analysts as ranking equal with the established IBM, Microsoft, Oracle or SAP solutions. Using apiOmat enables the SPIRIT project to make an initial contribution to the ECM Suite portfolio at a significantly earlier date, i.e. about two years earlier than scheduled.

Christmas donation from EASY: About €6,000 for the local initiative “WiM – Willkommen in Mülheim (Welcome to Mülheim)”

Spendenübergabe bei EASY (v.l.n.r. Martina Appold, Willy Cremers, Anoar Derbo & Steffi Tapp)Handing over the donation at EASY (from left to right: Martina Appold, Willy Cremers, Anoar Derbo, and Steffi Tapp)

The resultant sum left nearly all those involved “flabbergasted”: About €6,000 were collected in a fundraising campaign, organized by EASY SOFTWARE AG, on behalf of the local initiative “WiM – Willkommen in Mülheim (Welcome to Mülheim)”. “We’re fully aware that companies may also take on social responsibility in the current situation regarding Germany’s refugee influx so, as a Mülheim-based company, getting involved in our hometown seemed an obvious choice,” says EASY CEO Willy Cremers, commenting on this charitable donation.

 

“Although, like others, EASY SOFTWARE AG is unable to save the world at the last minute, we still hope that we were able to make a small contribution through our fundraising campaign to improve at least the situation of these newcomers to Mülheim. It’s simply magnificent how our employees and executive have joined forces to serve such a good cause,” adds company spokesman Joachim Brysch.

 

Instead of sending Christmas cards to partners and customers, EASY decided to launch a fundraising campaign this year. The organization WiM was selected from among a list of prospective beneficiaries. Under the direction of its founder, Reinard Jehles, this organization distributes donations of food, clothes and money to people seeking refuge in Mülheim from persecution and war in their home countries. More than 80 volunteers working in this local initiative are looking after people arriving in Mülheim, with many refugees themselves now being involved as volunteers.

 

EASY SOFTWARE AG placed a donation box at its premises which met with a positive response from its employees. Thus the “EASYans” collected a total sum of €6,079.10, which was handed over as a check by Willy Cremers and Martina Appold to the WiM executive on December 9, 2015.

 

“We’d never ever have thought we’d receive such a sum,” said Steffi Tapp and Anoar Derbo of WiM, visibly delighted with the Christmas donation from EASY. “The money comes at the right time and we already have a few ideas on how to actually use it”

 

EASY SOFTWARE AG donates a tree for Mülheim

April gives everything a new lease of life – at least as far as orphaned flower plots in Mülheim’s Schloss Strasse are concerned. Just in time for spring’s awakening, a new yet already grown Chinese dogwood tree is decorating once again the city’s main shopping street – thanks to a spontaneous donation from EASY.

Pflanzaktion: (v.l.) Claudia Scherrer und Dirk Hupperich von der EASY SOFTWARE AG mit Baudezernent Peter Vermeulen. Foto: Walter Schernstein.


Planting activity: (from left) Claudia Scherrer and Dirk Hupperich of EASY SOFTWARE AG, with Peter Vermeulen, head of the Environment Department.
 Photo by Walter Schernstein

 

A locally based company for Mülheim

“I would like to thank EASY SOFTWARE AG for its financial commitment without which adding such a tree would not have been possible. Nice to know that a local company shows such a strong and active commitment to the city,” says Peter Vermeulen, head of the Environmental Department. In tandem with EASY employees Claudia Scherrer, Dirk Hupperich and Hermann Werntgen, all of whom are natives of Mülheim, Mr. Vermeulen has attached sponsors’ labels to the pot for the “opening ceremony” now bearing the following motto, visible to everybody: “Don’t cut trees, plant them. Paperless work with EASY SOFTWARE.” The EASY employees in turn had every reason to be delighted: “As Mülheim citizens we’re glad to be active as preservers of our castle and life-givers – all this in the sense of ‘Preserve old things, and create something new’ ” was the unanimous opinion.

 

“Don’t cut trees, plant them. Paperless work with EASY SOFTWARE.”

“Don’t cut trees, plant them. Paperless work with EASY SOFTWARE.”

Great commitment

Originally planted in a pot, the tree had sadly fallen victim to vandalism at the time. Due to the municipality’s financial bottlenecks, it had previously not been replaced: particularly because replanting that type of plant requires some expenditure due to the plant’s size and the specially designed water storage system within the pot.

 

All those involved are now hoping that the numerous Mülheim citizens strolling along the shopping street every day will be able to enjoy this young plant for a long time. The conditions are good, as a Chinese dogwood tree grows up to about four meters in height; as a potted plant it will reach an age of about 15 years, even bearing eatable fruit during its flowering season from May/June.

EASY SOFTWARE AG AND SIV.AG ARE INTENSIFYING COLLABORATION

New solutions for optimizing document intensive processes, shortened support hours, and easier access to the partner network

EASY SOFTWARE AG and SIV.AG are expanding their joint activities in the enterprise content management (ECM) sector. The new direct partnership alliance model makes the entire ECM know-how of EASY SOFTWARE AG from the EASY partner channel immediately available to SIV.AG and its customers. At the same time, the direct link to the solution partner enables short support hours and a targeted customer service. SIV.AG is a leading provider of integrated solutions in the energy and water management sector, with domestic and international operations. It has been successfully active in the market for 25 years.

 

“The scope of our joint ECM portfolio by far and away exceeds traditional archiving. With our solution portfolio, we open up a new dimension in document and workflow management to all customers of SIV.AG – a portfolio is easily, safely and flexibly scalable, and includes a very wide range of functions. SIV.AG is a reliable strategic partner to us with whom we will successfully meet the future,” says Carsten Werner, head of Partner Management at EASY SOFTWARE AG.

 

“Our direct partnership alliance stands for pooling our innovative force and creativity, with a persistent focus on customer benefit,” comments Mathias Birkholz, Division Manager kVASy® DMS at SIV.AG. He adds: “In this way we will build upon our successes of the record year 2014 and we will increasingly consult our customers in terms of optimizing document intensive processes. For this purpose, we have developed attractive operating models on premise or from the cloud. We expand our solution portfolio with other functional modules such as CONTRACT for contract management,  or the Personnel File, establishing the ECM sector as an integrated solution for our customers.”

Foto: Alexander Maier

Happy Birthday: 25 years of EASY!

A quarter of a century behind us: Today, EASY SOFTWARE AG is celebrating its 25th anniversary. According to the excerpt from the commercial register provided by the District Court of Düsseldorf, EASY Elektronische Archivierungssysteme GmbH was officially founded on March 6, 1990.

 

Thanking employees, partners, and customers

EASY CEO Willy Cremers circulated a message, thanking particularly all employees for their work and loyalty. Of course, he also thanked all partners, customers, and friends who supported the company in the past and who put their trust in solutions from EASY.

 

“And for the next 25 years”

“I think this anniversary is reason to be proud of our performance of the last 25 years, even if the company’s history includes factors not everyone has been passionate about. We will need our entire strength, making use of our full commitment, to ensure another successful 25 years for EASY,” comments Mr. Cremers, looking ahead.

 

EASY remains sustainable

The auspices could hardly be more positive: A few days from now, EASY SOFTWARE will present for the first time its new EASY ECM Suite to a huge professional audience at CeBIT 2015. The EASY ECM Suite formulates a strategic promise: one function, one solution. It defines one solution, respectively, for each relevant ECM process, from capturing and rendering through to archiving. Overall, it comprises twelve modules that are optimally matched to each other.

 

Cloud services are coming

With the introduction of its new ECM Suite, EASY SOFTWARE extends its portfolio for the first time with a Cloud and Online Service Suite. From 2015, this will provide successive solutions and services, at the same time covering service and data management. The EASY Business Cloud Partner Services will shortly launch, where EASY partners provide cloud services from the EASY product suite for their customers. Thus, EASY has further essential modules as regards market expertise and sustainability.

2014 in retrospect: a landmark year for the EASY SOFTWARE group

Once more the market leader, a successful start to the EASY FIT 2017 transformation process, a double-digit sales growth, excluding inorganic factors, in the past financial year, and also the initiation of an upcoming product offensive: the résumé of the software manufacturer from Mülheim an der Ruhr for 2014 is largely positive. Important foundations were laid down for the future with the investments made, even if this led to a short-term decline in profitability. If we were to exclude special items we could have secured a result at the level of the previous year.

 

Services with a particularly high demand

The current high-level of dynamics in the marketplace has caused a noticeably downward effect in the business of the manufacturer of user-oriented document management software. The past year has shown that, at the current time, product revenue depends significantly more upon the solutions business than in previous years. As a result of these, EASY SOFTWARE registered particularly strong growth in the services sector. The company hence did not only exceed the previous year’s total values but it also clearly exceeded the market trend.

 

Over 12,000 installations

Further facts and figures demonstrate the sustained positive business growth for 2014: according to an independent study by the ama GmbH, the EASY SOFTWARE group is responsible for providing the largest number of installed DMS/ECM systems in Germany. In the last year alone the EASY group was able to carry out its 12,000th product installation and to gain more than 300 new customers – among them reputable companies such as Bilfinger SE and the Georg von Holtzbrinck GmbH.

“12,000 installations is an excellent figure of which we are also rather proud. At the same time this milestone represents for us, as a manufacturer, a further incentive to provide our customers with integrated solutions which will make them still more profitable and efficient. We are confident that also in 2015 we can continue this positive development”, EASY Management Board member, Willy Cremers, stated.

 

The next ECM generations are coming

A further highlight was undoubtedly the EASY WORLD 2014 – the most significant event for customers, partners, employees and other stakeholders – in the Mülheim an der Ruhr town hall. Apart from the opportunity for personal interaction and networking, the event offered in almost 30 presentations the opportunity to obtain practical information on current and upcoming trends in the industry. EASY chief architect, Oliver Merk, announced exclusively to the approximately 500 invited guests the development of the next ECM generation in the EASY SPIRIT project. So-called business modules will be provided on proven, technical EASY ECM services, and they will make possible the creation of ECM solutions in record time using a simple configuration.

As early as mid-2015 the new EASY ECM SUITE will be delivered to the first customers. The specialists at EASY Usability have reconceived things for you. Instead of concentrating exclusively on the user interface of the software, EASY is attacking the topic in an integrated manner. The new ECM SUITE does not only simplify work for the users, for example by using more transparent processes, but also supports EASY partners in consulting and sales. Installation and configuration have also been noticeably improved. “Our satisfaction surveys and analyses have revealed that many software manufacturers view the subject of usability from too one-dimensional a perspective”, Thomas Cziesla, the head of portfolio management at EASY SOFTWARE AG, pointed out. „We believe that the successful use of software by the customers already starts with sales. ECM must first and foremost be easy enough to use so that it will be understood and accepted by all the parties concerned”. Moreover components from the EASY SPIRIT project have been integrated into the ECM SUITE on a step-by-step basis.

 

EASY FIT 2017

As was announced at last year’s Annual General Meeting, EASY SOFTWARE has also begun to implement the EASY FIT 2017 programme. Its objective is to structure EASY in a more robust and more secure manner for the future. The company is concentrating to a greater extent upon its role as a software manufacturer and is developing new products which are more attractive. A new general orientation should support this change and, as a result, EASY also expects positive effects upon company profitability. This has recently been visibly under stress due to the targeted transformation investments and various extraordinary expenses.

 

2015 at a glance

To sum up, the EASY group is looking forward to 2015 with a lot of confidence and entrepreneurial energy. The conclusion drawn by Willy Cremers is also correspondingly optimistic: “We would like to thank all our employees and our business partners for their outstanding commitment and their wide-ranging support during an important stage of reorientation for the EASY SOFTWARE group. 2015 will be a great year with many new products and services – with the emphasis placed squarely upon the customer”.

 

EASY SOFTWARE AG

 

The Management Board