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Mobile Content ManagementEmpowering employees, boosting productivity, and improving customer service

Armando SardellittiNational Sales Manager - ECM Softwarearmandos@ca.ibm.com416-478-8733

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A Persistent Connection to Trusted Content is “Smart”

Interacting with and managing content via social and mobile business tools

Capitalizing on collective intelligence, expertise and content in context –from anywhere

Connecting people to trusted content: drives innovation, insight and business processes

Delivers New Insights For Better Business Outcomes

Access, manage and discover content anywhere: across business roles, teams and communities

Leverage the business’s collective stream of knowledge: mobile & social, seamlessly integrated with trusted content

Empowers higher performance levels

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IBM has good news: Seamless, Secure and Smart

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IBM: Undisputed Leader in Enterprise Content Management• IBM is successfully leveraging its position as an

infrastructure vendor with a broad software and hardware stack, a deep partner channel and a global footprint 1

• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 2

• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 1

• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 1

• IBM has made considerable progress in integrating ECM and social software ….1

• IBM is successfully leveraging its position as an infrastructure vendor with a broad software and hardware stack, a deep partner channel and a global footprint 1

• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 2

• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 1

• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 1

• IBM has made considerable progress in integrating ECM and social software ….1

sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377812 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424

sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377812 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424

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Extensive content support—Retrieve, interact, manage,

collaborate

Mobile Content Solutions

ContentCapture Case

Integrates Case Management—Build once for both desktop and mobile

Integrates Capture—Capture from mobile devices

for real-time submission to business processes

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Do you need mobile access to Enterprise

Content?

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32% have browser access for mobile and 3rd parties to

content repositories……but only 11% have a mobile optimized

browser interface and only 10% have apps.

Source: ECM at the Crossroads-key strategy choices for universal content accesscopyright2013AIIM,aiim.org/research

Creating New Challenges to the Organization…

22% experiencing unofficial mobile access to

organizational content (or have no BYOD policy).…25% report use of “unofficial” file-

sharing sites.

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Navigator is The ECM Experience Platform

One technology platform for Mobile, Desktop & Office

Content from IBM and third-party

repositories (CMIS)

All ECM UI Offerings converging on

Standard UI components that are reusable Everywhere, Anywhere

Office

CMOD

P8

CM8

CMIS

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Introducing IBM Content Navigator “experience platform”IBM Content Navigator is the standard enterprise content management experience platform, for both IBM and third party (CMIS) repositories

IBM Content Navigator is included with the IBM ECM platform - free of charge to licensed IBM ECM clients

IBM Content Navigator’s benefits to ECM clients both as a framework and a user interface are numerous… • Rapid custom ECM user experience

development for any platform or device

• Significant reduction in effort and cost to quickly build custom apps

• Standards compliant components, external data lookups, etc. can be used over and over

Common App LayerCommon App Layer Open StandardsOpen Standards

Visual ToolkitVisual Toolkit Modeling LayerJavaScript | Objective C | .NET

Modeling LayerJavaScript | Objective C | .NET

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Search AnywhereEnables searching across

CM8, P8 and CM OnDemand

Anyone with the right priviiliges can create a cross-repository search

Single result-list with common actions

Search fields are mapped to repository properties

Searches can be saved in CM8 or P8

Configure vs customize

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Comments

Collaborate ... Anywhere

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Improve engagement with exceptional mobile app and web experiencesIBM mobile solutions for social business

Activate the workforce to improve productivity and unleash innovation anywhere.

Delight customers—wherever they engage—to increase loyalty, advocacy and revenue.

Mobile solutions for social business: – Push email, calendar, contacts, to

do items– Social software for access to your

professional network– Presence, IM chat and telephony– Online meetings– Business document viewer

Development tools for multichannel web experiences and Domino mobile apps – extending the IBM MobileFirst platform

Device-appropriate interfaces for the leading mobile devices

– Apple®, Google Android, Research In Motion® BlackBerry®, Nokia

Mobile Apps & SolutionsMobile Apps & Solutions

A comprehensive portfolio of mobile solutions for social business and web experiences.

Client Challenge

Key Capabilities

Visit www.ibm.com/socialtogo

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Is there a business need

for mobile capture?

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32% would find considerable value in extending capture direct to

customers.

11% would consider it to be“transformational.”

Distributed and Mobile Capture-moving the process closer to the customercopyright2012AIIM,aiim.org/research

For 45% of organizations, the ability of employees to locally capture and interact with back-office processes would improve

response tocustomers by a factor of 3X.

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Document Capture Anytime, AnywhereIBM Datacap and Content Navigator

• Capture documents using a smartphone, tablet or portable scanner

• Intuitive interface to make mobile capture simple for anyone

• Enables document conversion at the point of origination

• Document capture integrated with the repository assures secure input, real-time processing, and compliant content management

Key Benefits of Mobile Capture•Eliminate time and cost of transporting paper documents to a central processing center•Improved cycle time•Increased data accuracy•Support mobile business processes•Customer convenience

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Is there a businessIs there a businessneed for mobile case management?need for mobile case management?

17 #SmarterBizBroadening the Scope of Advanced Case Managementcopyright2013AIIM,aiim.org/research

27% of organizations need their 27% of organizations need their case-workers to have access to case-workers to have access to case-content when they are on case-content when they are on

Customer or client sites.Customer or client sites.

18% need mobile access18% need mobile access when travelling between appointmentswhen travelling between appointments

For field-workers, this updating ofFor field-workers, this updating ofDocuments back-at-base can be aDocuments back-at-base can be a

big productivity issue and the abilitybig productivity issue and the ability to access documents usingto access documents using

mobile devices while on the movemobile devices while on the movebetween appointments isbetween appointments is

important for 18% of organizations.important for 18% of organizations.

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IBM Case Manager Mobile

Search for Cases and interact with Case documents

Access all case documents, access tasks, history and alerts - and update on the go

Browse your inbox, update your task list, review all documents and all data

Collaborate with your team on a case using the history function or team space

Supports the capabilities of the web based Case Client optimized for an iPad

Integration with Content Navigator Mobile•A Content Navigator mobile application

•Common Content Navigator experience platform with other future ECM offerings

•Access to all Navigator based components, e.g. Teamspaces & search, imported directly into Case Manager mobile application

Respond to case with mobile connectivity

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growth in mobile process reinvention by 2015 to $7.6Bgrowth in mobile process reinvention by 2015 to $7.6B

growth in mobile app development services by 2015 to $5.6Bgrowth in mobile app development services by 2015 to $5.6B

Ultimately, mobile apps must drive processes to deliver business value

Ultimately, mobile apps must drive processes to deliver business value

~ Mobile Engagement Demands Process Transformation, Forrester 2013~ Mobile Engagement Demands Process Transformation, Forrester 2013

Mobile process reinvention will drive future mobile growth

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How to make a process even smarter?Customer

Enterprise

Business Partner

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Reinvent around “mobile moments”

Customer

Enterprise

Business Partner

Mobile

Moment

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Create business moments with Mobile Enabled Smarter Process

Location

Speed &direction

Frameof mind SMS Mobile email Photos Identity

Harness interactions for goal-oriented results with Smarter Process

Mobile creates numerous timely interactions

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View and complete task details

Unified task inbox displays tasks

from all configured accounts

Users can view task details and complete tasks

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View attachments and add photos

Users can add an attachment

by taking a photo or

choosing on from their photo

library

Users can click on an existing attachment to

view it from the mobile device

Screens optimized for iPhone

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Challenges Needed patient focused processes to improve

quality of care with better visibility

Need to improve key metrics: Patient wait times, Discharge rates, Instances of relapse

“What we are doing is putting process orchestration and process models in place, so that you can literally see the characteristics of the hospital system… and you can then influence that.”

~ Dale Potter, Senior VP and CIO, The Ottawa Hospital.

Goal: Top 10% performer in Quality of Care and Patient Safety in North America

Benefits Instant: Faster consults and treatment enabled by

mobile

Seamless: Improvements in patient flow through the hospital and easy access to patient information

Insightful: Benchmarking process execution to use historic and real-time data to make better patient care decisions

Solution

Mobile Smarter Process to create a ‘Circle of Care’ visual interface improves communication and collaboration within the care team.

The Ottawa Hospital provides patient-centric care

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State Department of Human Services Agency reduces bottlenecks and manages fraud

Solution components•Case Manager, Datacap•FileNet P8•Imagine Solutions assets

The solution:•Replaced the paper-based system with electronic format with automatic recognition and classification of citizen-provided content,•Minimized the need for manual intervention and leading to improved accuracy for form validation•Accelerated case processing times•The document imaging solution supports more consistent processes and provides instant accessibility to the information captured from any of the 22 distributed locations

Improved ease of use

Timely service to citizens

Efficient and accurate processes while eliminating costs

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23 Learn more at www.ibm.com/mobilefirst

Interact with us @IBMMobile and #IBMMobile

Join our online community to join user groups, read technical forums, blogs, and more: bit.ly/ECMCommunity

Three Ways to Get Started with IBM

Visit our offering webpage to learn more:www.ibm.com/software/ecm/

Don’t forget to drop by the Social Café outside!Don’t forget to drop by the Social Café outside!

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Next Steps• Meet me in the Social Café to continue the conversation

• Find more information about Enterprise Content Management at https://ibm.biz/BdFz3Y

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Learn more at: www.ibm.com/mobilefirst