Enterprise Content Show Episode 2 recap: How Northmarq supercharged operations & simplified daily work

In episode two of The Enterprise Content Show, hosts William McInnes and Franziska “Franzi” Thomas sit down with Kevin McCollam, Senior IT Product Manager at Northmarq, to unpack how his team cut through workflow sprawl, aging systems and operational drag by modernizing their document and process management. The result is a candid look at how clarity, collaboration and the right platform can transform day-to-day work and lay the groundwork for an AI-ready future. 

At the center of Northmarq’s servicing operation is a constant stream of documents arriving from every direction. Email. Portals. Integrated systems. Salesforce. Internal tools. Each one needs to be reviewed, approved and sent forward without slowing the rest of the business down.

Their old setup was carrying the weight of years of patchwork solutions that were created because the technology left them no choice. The system worked, but the contortions around it were starting to show.

Doxis changed the equation. Kevin describes the redesign as a chance to finally strip out the clutter and let people work the way they actually wanted to: “Our team could work the way they want to work, without having to adjust for the tool.”

The result was one of the project’s biggest wins:

• A 50% reduction in workflows
• A complete rethinking of how work moves through the business

And the benefits arrived fast. Less friction. Fewer handoffs. A system that mirrors how teams operate instead of forcing them into shapes that never fit. It is the kind of transformation that feels obvious in hindsight but takes real discipline to pull off.

One of the standout moments in the episode is just how intentionally Northmarq handled change. They did not toss a shiny new system over the fence and hope for the best. They brought people into the process from day one and treated them as co-designers rather than passengers.

Here is what that looked like in real life:

• Business users helped size up the vendors
• Servicing teams shaped workflows and tested everything with real world scenarios
• Stakeholders were kept in the loop from the first conversation to the final rollout

And this was not some fluffy engagement exercise. It was the engine of the entire transformation. As Kevin puts it, “People don’t want to be handed something and told, ‘Here you go.’ They want involvement.”

The payoff was instant. When Northmarq surveyed users after go live, the experience scores jumped by forty to sixty percent. In a landscape where digital projects often fail because people simply do not use the new tools, Northmarq created something rare. A rollout people actually wanted to adopt.

When the discussion turns to AI, Kevin does not drift into sci-fi predictions or breathless hype. He talks about AI the same way Northmarq approaches everything else: solve real problems first, then scale what works.

Northmarq is already using practical tools that fit naturally into daily work. Copilot for quick questions. Internal AI that helps sales prepare smarter. Systems that can pull context from huge document sets without anyone hunting through folders.

But the real opportunity sits in what they have built with Doxis. By cleaning up workflows and creating structured, reliable content, Northmarq is laying the groundwork for the next wave. Superhuman Search. The Doxis AI Assistant. Intelligent automation that works with people, not around them.

This is not novelty for novelty’s sake. It is preparation for a future where content aware AI sits inside the flow of every business process. And Northmarq is positioning itself to use it with intent rather than noise.

Northmarq’s experience shows how a well planned content strategy can quietly reshape the way a business operates.

A few lessons stand out:

• Build for tomorrow, not yesterday
  Choose a platform that can scale, adapt to new demands and support the AI capabilities you will want later.
• Let users shape the solution
  Bring people into the process early. When users influence the design, the system fits how they work and adoption follows naturally.
• Simplify ruthlessly
  Cutting unnecessary workflows removes friction and creates momentum across day to day operations.
• Give people back their time
  Automation is not only about speed. It creates space for teams to focus on judgment, customer service and meaningful problem solving.
• Treat content as fuel for AI
  Structured, reliable content is what makes advanced search and AI assistants genuinely useful rather than theoretical.

In final segment of the episode, SER’s Marc Kröll unveiled something that felt less like a demo and more like a jump cut to the near future. Using the new ChatGPT Atlas browser, he showed an AI agent that can actually see and operate inside apps like Doxis.

He gave it a single natural language instruction. Then he sat back as the agent:

• Moved through the Doxis web interface
• Applied the right filters
• Ran a search
• Opened the correct document

No clicking. No nudging. No “oops, wrong menu.” Just an AI navigating a live enterprise system as if it had been using it for years.

Will captured the moment well: “The world is moving toward agents that take action, and with the right guardrails this could be a huge force for efficiency.”

What's clear to us is that agents that can see, interpret and act inside business software are no longer a thought experiment. They are arriving, and they have the potential to change accessibility, speed and the way knowledge work gets done across entire organizations.

Want to dive deeper? Watch or listen to Episode Two of The Enterprise Content Show now on YouTube and Spotify.