ecm foundation for company-wide engagement

1© 2015 IBM Corporation

IBM Analytics

ECM Foundation for Company-wide EngagementContact [email protected] for feedback or questions.

mailto:[email protected]


The Digital Disruption:3 things changed the way we do business

• 80% of organizational data is unstructured

• Focus on what matters

• Mine business content for Hidden Truths

• Business Content – Confidential and proprietary

• Access AnywhereEasy to maintainand support

• 360 degree viewof customerthrough analytics

• Build solutionsthat deliver better business outcomes

Analytics Cloud Engagement


Enterprises are balancing three key imperatives

Protect customer contentand data throughsecurity and compliance

Stay competitive through productivity andcost savings

Increase growth through customer

centricity


Content is the new resource to…

passport

emailBlog license

report cards inspections

correspondence

video

medical records

recordings

transcriptsclaims

chat log

applications

invoices

contract

photo ID

charts

estimatescertificates

audio

receipts

x-rays

case file

surveys

statements tax return

Protect customer contentand data throughsecurity and compliance

Stay competitive through productivity and cost savings

Increase growth through customer

centricity


Content Volume, Variety, Velocity• We have too much information –

we don’t know where to find it

Incomplete and Untrusted Content• We don’t have 360-degree client view

• We are unable to trust the content to make business decisions – we have multiple copies, don’t know which one is the latest

Lack of Agility and Security• We are unable to respond to requests at the

same pace they are coming in from all of our channels – digital and physical

• Not confident to share content internally and externally with security

In the Digital Economy, organizations struggle with...


Credit department scanning credit application form

Bank managerapproves business loan

Branch manager acceptinga mortgage application

External banking service issues certificates of deposit

Document clerk scanningcanceled checks

eCommerce administrator searching financial records

The Root Cause: No ECM Strategy Ending up with Disparate Silos, Capabilities, and Redundancy

6


You are not alone:

Disparate silos with inconsistent capabilities and services are the status quo

52% of organizations have3 or more systems.Up to 38% have 5 or more.

62% of organizations are still strongly dependent on the file share as a key repository, a dumping ground for content.Its shortcomings are all too easily replicated in the cloud.

61% of organizations have no linkages between their ERP systems and content stores.

Source: AIIM Market Intelligence ECM Decisions 2015


Shared Content Foundation – Reusable, RepeatableFor sustainable growth, speed, and agility

ECM Foundation with Unified Access

Document Management

Collaborate Share File Sync

Manage Video Audio

Manage Print Output

DistributionCapture

Manage ArchiveRetain/Dispose SearchClassify …

…

.

.View/

Annotate/ Redact

Access via Mobile, Web,

Desktop

Cloud Content Collaboration

Integration with ERP, CRM, LOB, and Content Stores

… .


Lack of Foundation Impedes the Business

The customer leaves for a competitor.

Other customers likely to reconsider their relationships with the bank.

The bank’s brand and reputation are damaged.

4The customer is frustrated and tweets.

3

A bank customer sends a letter of complaint.

1

The marketing department sends a letter to upsell a new solution, unaware about his issue.

2


Shared Foundation Engages and enables the business

1 2 3 4

ECM Foundation with Unified Access

A bank customer sends a letter of complaint.

The marketing department drops the client from the upsell initiative, aware about his issue.

Support team resolves this issue in order to retain the customer.

The customer tweets about the bank’s great responsiveness.

The bank strengthens relationship with the client.

The bank’s reputation is protected.


The foundation needs to be right.

11

“ “

– Klaus Christof (Citi), Vice President ECM Team EMEA

IBM ECM Foundation with Unified Access Brings Higher Client Value

On Premise, Cloud, or Hybrid


Inherent Attributes of the Right Foundation

OptimizedSecure

Standardized

Mobile Ready

Collaborative

Scalable

HR

Legal

IT

Finance

Sales

Customer Service


Business users set up and

manage

work groups

without depending on

help from IT

Users can add, edit, browse, search, and share content from mobile devices leveraging sync and share capabilities

Clients can access their statements and content onlinewith ensured

security

The Foundation Enables IT, LOB, and Clients

Mobile workers can

capture content at the point of origin

via distributed

mobile capture

The enterprise stays engaged

via user-friendly

mobile access

anytime, anywhere, on

any device

Users can

collaborate easily

using social features made familiar by Facebook and

other social networking sites

IT reduces storagecosts and legal exposures with archival, retention, and disposal

And more…

Shared ECM Foundation for Sustainable Growth,

Agility, and Speed


Benefits for IT, LOB, and Clients

Internal and external access to content anytime, anywhere, on any device

Increased engagement, productivity, and client satisfaction

Improved IT and LOB engagement

Reduced costs and risks

Faster time to market

Shared Foundation for Sustainable Growth, Agility, and Speed


United Overseas Bank

Cuts time and effort taken to process international wire transfers, increasing efficiency

Faster processing 30% reduction in time and effort required for processing credit card applications

Better customer service Real time, 360 degree view of every customer request helps UOB maintain its competitive edge

“ IBM enterprise content

management solutions

have changed how UOB

captures and manages

customer information.

– Agnes Tay, Head of Scanning Operations,United Overseas Bank

“


Reduced Risk

• Standardization eliminates one-offs or specialized knowledge

• Fewer variations and changes require less effort

• Proven process and technology less risky to implement

The Business Benefits - United Overseas Bank

Reduced Timeline

• Standard operational model narrows requirements and reduces misunderstanding

• Reuse of services components drive faster implementation

• Reduces time to market for the LOBs

Reduced Cost

• Services are developed once, used many times

• Training is simplified as process is standardized

• Common capabilities can be deployed to multiple business units at one time

Month 1 2 3 4 5 6 7 8 9

Functional requirements (from 3 to 1 month)

Implementation (from 4 to 2.5 months)

SIT and UAT(from 3 to 2 months) Go Live!

Go Live!


IBM ECM Foundation

18

The Right Foundation for Higher Client Value

Capture

Protect

Analyze

Engage

Activate


Expandable with IBM and Partner Built Solutions

Cross-IBM SolutionsIndustry Focused Partner Solutions

Smarter Content Solutions

HEALTH

INSURANCE

ENERGY

BANKING

GOVERNMENT

RETAIL


IBM’s Approach to Shared Services Success

Establish enterprise benefits and value of the Shared Services approach

Enable company-wide adoption with executive support

Strong Executive Sponsorship

Partner Business with IT in a cross functional team

Have a singular focus on the best practices of implementing Shared Cotent Foundation for the organization

Close Working Relationship

Create a sustainable ecosystem with patterned capabilities and reusable components

Minimize risk and time to market with Shared Content Foundation

Repeatable Implementations

Enterprise-wide

Shared Content Foundation


IBM is the clear market leader

Source: Gartner, Magic Quadrant for Enterprise Content Management, September 2014

A growing opportunity for IBM lies in building smarter ECM infrastructures. These industry initiatives span enterprises and ecosystems.

“ “

Learn more about IBM Smarter Content Solutions

www.ibm.com/thatsecm/

http://www.ibm.com/thatsecm/




BACKUP CHARTS (on the Platform Essentials)


Stay productive while you are on the go by having easy access to your business content

Collaborate with teammates on projects, through Teamspaces, even when you are on the road

Access to your most important content while offline and keep your offline documents up to date with auto synchronization

Mobile Ready

MOBILE Ready… Unified Content Access to any content type, anywhere, anytime, on any device to engage with content and expertise at the speed of business


“ Real time access to

content allows GuideOne

to be more competitive.

Days to minutes for users to now have instant access to 25 million documents On Demand anywhere, anytime for improved customer service and better claims resolution.

Saved millions of dollarsby ensuring key documents are always available.

Convenient experience by providing end users with a desktop experience with a platform they are familiar with, and also a brand new platform on a mobile device.

Mobile Ready

– Christopher Mahoski, System Analyst,GuideOne Insurance

“


Optimized for content capture, categorization, transactional processing, collaboration, and document management

Optimized for Output Management and Distribution with eStatement & online payments presentment and analysis, for increased customer satisfaction and compliance

Optimized for video and audio management and sharing to enable core business applications and processes effectively

Optimized

OPTIMIZED… Content management optimized for specific content and transaction types with unified content access and secure sharing to boost operational performance


Minutes to secondsreduction of time spent retrieving access to historical documents.

Saved more than $1Million USD annuallyin consumable printer supply costs by digitizing 7 million pages of documents.

ROI in 3 months for extended legacy systems with new solutions to serve the State of Illinois better.

Optimized

“ We fundamentally

changed the way we

serve to our customers.

– Doug Kasamis, CIO, Illinois Department of Human Services

“Illinois Department of Human Services


Create a new teamspace, set security access, and start to collaborate without IT support in less than a minute

Collaborate, comment, and share with versioning, viewing, annotation, and redaction as you need

Share inside or outside the organizational firewall with confidence to engage new people and voices

Collaborative

COLLABORATIVE… Document management, universal content viewing, and unified user experience to enhance employee productivity


Great user experience with a customized front end enabling workers to make decisions in seconds

Better collaborationacross the enterprise in a more efficient manner

Saved timeby sharing content within the Ranch community faster

Collaborative

Tejon Ranch

“ We needed a solution

that helped with

Social Collaboration as

users moved to social

and mobile.

– Richard Daley, Director of Records and Information Management, Tejon Ranch

“


Scalable in deployment options including cloud, on-premises, and hybrid that brings elasticity and agility to accommodate business needs

Scalable in supporting organizations from a few users to millions of users

Scalable in capabilities from basic content management to high value solutions such as case, capture, governance, archival, and industry solutions

Scalable

SCALABLE… Company-wide shared applications and processes with deployment options to respond to market challenges faster


Highly scalable with helping 7000 bank employees with various applications related to HR, Cash Management, Commerical Lending, and Auditor Request.

3-month ROIEnables more effective management of ACH claims.

Saved hundreds of thousands of dollarsIn monthly courier fees and reduced document transfer time from days to minutes.

Scalable

Bank of the West

“ The system is highly

reliable. We have very

little downtime. There’s

almost an instantaneous

transfer of documents

for processing.

– Bob Davis, FileNet Development Manager and Vice President, Bank of the West

“


Ensure your processes and activities are auditable

Comply with the law and regulations with base retention management

Secure

SECURE… Sharing inside and outside the organization is secure and trusted

Ensure your content is secure and protected


Better compliance with locating documents 100 percent of the time.

Increased employee productivityby employees able to manage, sort, and search enterprise content quickly to respond to customer inquiries.

Simplifieda single platform by reusing across all the lines of business including the bank, insurance, HR, and finance.

Secure

Suncorp

“ Before IBM ECM,

sometimes files were

lost, raising compliance

concerns.

– Dawn Stephenson, Executive Manager, Enterprise Solutions, Suncorp

“

ecm foundation for company-wide engagement

Data & Analytics

customer content

ibm corporation content

untrusted content

content stores

ibm corporation enterprises

business decisions

customer centricity

agility ecm foundation