Six months after implementing OpenText Extended ECM, a major public sector organization began receiving quiet complaints from department heads. “The system is stable,” the IT director told the board, “but adoption isn’t growing.” Audit requests were piling up, workflows weren’t being updated, and power users were drifting back to old habits.
At first, the team assumed it was a training issue. But the truth was deeper; the staffing model wasn’t built for growth.
Many companies treat post-go-live as the finish line. The system goes live, the team stabilizes, and the project is declared a success. Yet over time, a subtle erosion begins. Ticket queues lengthen, enhancements slow down, and adoption slips.
This isn’t about bad technology or poor intentions; it’s about capacity and expertise. The team that handled implementation rarely has the depth or bandwidth to drive continuous improvement.
Without expert insight to connect technical capability with business goals, Extended ECM becomes static. Instead of enabling transformation, it quietly starts holding it back.
When staffing falls short, so does ROI.
Finance teams re-enter data because integrations break.
Engineers resend documents because version control falters.
Compliance officers chase audit trails because permissions aren’t configured correctly.
Each small inefficiency creates risk and consumes hours that should be spent on innovation. The business starts working around the system rather than through it, and every workaround chips away at trust.
Leading organizations understand that sustaining value requires more than a maintenance plan. They design flexible staffing models that adapt as business needs evolve. They mix internal ownership with embedded experts who know how to get more from the system.
At Qellus, we help teams build this balance through our xECM Staffing Services. We combine deep SAP and OpenText expertise with business process understanding, ensuring you’re not just keeping the lights on, you're actually driving progress.
One of the most powerful ways to regain momentum is to benchmark your current approach against industry leaders. Our Extended ECM Staffing Assessment gives you that visibility.
In just two consultant-led sessions, we assess your current roles, capacity, and workflows, and compare them against proven best practices. The result is a clear picture of where your model stands and what it needs to achieve stronger ROI.
A utilities company we worked with faced similar challenges. They had strong internal ownership but limited ECM expertise. Within weeks of adding a Qellus architect to their team, they reduced ticket resolution times by 40% and cleared their compliance backlog.
Once stability returned, they began expanding use cases across departments, something that had been on the backlog for years.
Staffing isn’t an expense; it’s the mechanism that turns potential into performance. With the right expertise, Extended ECM transforms from a static repository into a business-wide enabler.
Your investment deserves to keep growing in value, not shrinking in relevance. Start by seeing how your team compares to the best.
Learn more about our xECM Staffing Services and book your complimentary Staffing Assessment to uncover the gaps holding your ROI back.