What to look for in a document management company

When choosing a document management company, you'll be dealing mostly with resellers: manufacturers generally don't have the support and sales teams needed to support a wide customer base. Instead, they support reseller networks who handle much of the front-line interaction with customers. Some manufacturers also sell direct, but they tend to focus on the largest customers.

• The company you choose should have experience in your industry. Some industries – legal and medical are the two best examples – have very specific needs from their document management systems, and so require a reseller who understands those needs.

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• Longevity is an important consideration: you want a document management company who will be around to support you. The company should also be able to demonstrate how the product will help you, instead of just showing the flashiest features or explaining the technology behind it. Look for companies who ask real questions about your business, then describe how their product answers your needs.
• Try to judge their responsiveness to your inquiries. If they are slow to respond during the sales process, you can only imagine what they'll be like once you've signed a contract.
• The size of a document management company isn't that important – as long as they have the staff to support you, a smaller vendor is fine; in fact you may get more attention than you would at a larger vendor. To get the best service, avoid being the largest or smallest customer of a given document management company.
• Remember to check out the software publisher each reseller represents, as well. Look for proven dedication to the document management system – make sure the software publisher is committed to updating and improving the software.