Case Study: University of Massachusetts achieves system-wide document management scale with Softdocs Etrieve

University of Massachusetts scales campus document management across 5 campuses with Softdocs

The University of Massachusetts (UMass) system faced the challenge of modernizing its disparate, legacy document imaging platform (ImageNow) across its multiple autonomous campuses. Their goal was to implement a unified, cloud-based solution to support off-premises operations and establish a shared way of working. To achieve this, they partnered with vendor Softdocs to implement their Etrieve platform for document management and workflow automation.

The solution implemented by Softdocs was a staged, campus-by-campus rollout that allowed for tailored support and training. This approach built a foundation for long-term, system-wide scale, resulting in shared governance, a tiered support model, and a scalable operating model. As of spring 2025, three main campuses and the medical school were live on the platform. Softdocs provided the vendor with a modern solution that streamlined processes, reduced infrastructure overhead, and enhanced cybersecurity across the UMass system.

University of Massachusetts