The Ever-evolving World of Businesses and their Customers

Today’s guest post by:Mohammed Attar(@MattarECM),IBM Case Management Business Leader

Businesses are evolving. In today’s world, customers are demanding better products and services. In the past, customers were able to pick only two out of the three qualities in the Triple Constraint: scope, cost, and schedule – this is no longer the case. Customers are now demanding all three, and they can invariably find a business to meet those requirements. In our connected world, customers are equipped with a wealth of knowledge. Thanks to the widespread availability of the internet, customers can draw information from varied sources and the far reaches of social media and unite to wield more power in the business-to-consumer relationship.

Like in nature, as the customers evolve, so must their business counterparts. Businesses are constantly redefining their processes. Products today are better than what they were 10 or 20 years ago. Services are being performed more effectively and more efficiently to match growing demand. Even software capabilities developed10 years ago are outdated and underperforming due to the breakneck pace of how fast businesses and business content is moving and evolving. Businesses need software that can handle the changing needs of their enterprise.

Businesses today face an onslaught of incoming information and business content from all of their departments. This ranges from hundreds of job applications in human resources, to thousands of daily transactions in accounting, to a stream of constant inquiries and feedback coming through their customer service representatives and social media channels. These businesses are churning out useful business content – much like a manufacturing factory that is constantly producing valuable goods. Obviously, humans alone cannot take in and process all of this business content. Businesses must have capable enterprise-level software to be able to capture, process, and activate this content in the scope of their business processes.

In fact, the more content-centric their business processes are, the more freedom they can provide for knowledge workers to exercise their valuable, expert discretion. IBM Case Manager is part of a larger enterprise content management suite that leverages unstructured business content and empowers knowledge workers to make the right business decisions at the right time through the help of collaboration, analytics, historical cases, and other tools. When a case is completed and closed, it is persistently stored in a secure repository so it can be recalled by knowledge workers in future cases for insights and information. For some large businesses, this happens thousands of times per day and they are finally prepared to handle special exceptions, unstructured cases, and discretionary business processes.

From my experience, I have seen that businesses which take advantage of powerful case management software yield more value from their business content and knowledge workers over time.

As Customers evolve, so must businesses and their IT solutions – or else they must be prepared to face the risk of losing customers to competitors that do. What do you think?

Share your thoughts and let’s continue the conversation. Tweet to: @MAttarECM


Guest Contributor : Mohammed Attar


Mohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently serving as the IBM Case Manager Business, Product and Strategy Leader. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM.

Productivity Starts At The Desk

Today’s guest post by: Campbell Robertson (@Campbell_Tech), World Wide Industry Director – Public Sector

According to The Economist, “America has lost it’s oomph.” (July 19, 2014)

Have we?

I was curious on understanding how these stats were measured, which led me to look at the concepts of productivity from an macro level down to the worker and according to the Organisation of Economic and Co-Operative Development (OECD),  measuring productivity at the macro level of an economy can be quite complex and contentious for many apparent reasons.

Individually, most people know how to get work done and be more productive; typically they use some method such as a to-do list or more involved approaches such as popular productivity methodology to manage their inbox and tasks.

It’s at the organization-level where things fall apart.  It becomes apparent very quickly that we seem to be productively and technically poor in the workplace due to lack of rich applications and realistic methods for the worker vs. the enterprise.

As an example; on a recent assessment I did for a government client we found that finance clerks did not trust the Enterprise Resource Planning (ERP) system, so they printed screen shots of their case-work and kept physical copies of everything.  All of this extra work, and paper, just in case they would be audited for their work.  This indicated that; one, they did not trust the technology to make them more productive and two, that compliance has to be part of the technical solution to make them use it.

I am seeing more and more discussions with government planners and executives around how they can integrate task, decision and compliance processes into a highly collaborative work environment.

What they are looking for is Advanced Case Management.  Since case management is germane to public sector I am having this discussion with a broad array of agencies and agency types and they seem to be responding positively.

Using this new approach promises to integrate people, process and policies with rich technologies to provide a more engaging and satisfying work environment; which then allows productivity to be measured as well as aligning to compliance requirements.

I would encourage you to look into what IBM Case Manager can do for you to improve productivity and compliance of your program; and reach out to your IBM sales rep or a local business partner to have them sit down and discuss it further.  I’ll also be answering comments below.

“No Moss” with IBM ECM on Cloud

When was the last time your mobile device was not within reaching distance?

Mobile devices and tablets have quickly become the primary means by which we conduct business and collaborate on content.

Our expectation in the use of these devices is that they will not only enable us to work wherever and whenever we want but that they will enable us to focus on the business at hand; specifically providing more opportunity for innovation and improvement in customer service.

What better way to accomplish just that, than to add cloud to the mix.   Enabling content collaboration in the cloud is top of mind for many of our clients implementing Enterprise Content Management (ECM) systems and it’s “ECM on cloud” that these businesses are looking for.

Until recently, the landscape was filled with offerings that took a bolt-on approach, which in the eyes of many creates yet again, another digital landfill.  Cloud-based content sharing that is adopted in this manner is rarely reused, and it is definitely not treated as a business critical asset.

In fact, it very quickly becomes old information, something that has been sitting around, undiscoverable and unusable.   You might say that it even starts to grow moss.   And as I wrote the prior sentence, the title of this blog and following image came to mind:

Talk about old, outdated and unused, not to mention analog!

Talk about old, outdated and unused, not to mention analog!

When was the last time a payphone was within reaching distance?

So if you are looking for a way for your organization to securely manage and collaborate on trusted content from anywhere, across any device, delivering better business outcomes, then I invite you to learn more about IBM Navigator on Cloud.

Follow Cengiz Satir here:



Mobile Capture Leads the Second Wave of Capture

Today’s guest post by: Kevin Craine, Author, Writer, and Podcast Host— Director, Craine Communications Group

A trend toward adoption of new and more advanced capture techniques is taking shape that many are calling the “Second Wave of Capture.” We’re all familiar with scan-and-store capture scenarios that provide the ability to make a digital image of a printed page and extract bits of information from the original paper source. But organizations of all sizes and types are improving performance through more innovative and imaginative use of capture. Indeed, a new wave of approaches and capabilities are bringing capture technologies out of the basement and into the front line of business process.

Going Mobile

One example is mobile capture technology and the loan origination process. As other areas of business and commerce have become more and more paperless, the truth is that the loan origination process for most banks is often mired in manual workflow and requires customers to visit a branch to submit stacks of ‘paperwork.’ Mobile capture provides a way to remove the burden of paper from the process by driving the digital capture of the necessary documents directly into the field – at the branch and even in customer’s homes or workplaces — while advanced document classification and case management capabilities automate and streamline the back-office management of each loan.

Mobile Capture at Union Bank

Union Bank, a commercial bank with retail branches in California, Washington and Oregon, is actively using mobile capture in their commercial lending process. They recently adopted advanced capture capabilities using Datacap and IBM Case Manager. According to Dave Gomez, Senior VP of ECM, Union Bank has seen a 20% -30% increase in productivity as a result. “When we have a relationship manager that needs some information from a client,they now can simply take a picture with their smartphone, automatically ingest that information, and start a process for it” says Gomez.

Click here to view a short video about capture and case management technologies being used at Union Bank.

Expand Your View

It’s time to catch the second wave of capture. Mobile capture is transforming enterprise content management and has the potential to dramatically improve how companies interact with customers, information and processes. If you’ve limited your view of “capture” as one involving only stacks of paper and high speed scanners, it’s time to look again. Mobile capture is a practical and profitable bridge between paper and content-intensive applications that can speed the pace of business, improve customer service and experience, and make the most of your people, processes and technology.

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Guest contributor Kevin Craine is the author of the book Designing a Document Strategy, host of the Document Strategy Podcast, and a respected authority on  document management and process improvement. He is the managing director of Craine Communications Group. For more information visit


Gain insight into Big Data and save BIG!


More than ever, data is the basis of competitive advantage, and now is the time to put that advantage into action.

Register to attend IBM Insight 2014, October 26 – 30, in Las Vegas, Nevada. Discover innovative technologies, tools and best practices to help you gain deeper insights into big data and analytics.

At IBM Insight, you will have unprecedented access to over 13,000 industry experts, thought leaders and developers from around the world in more than 1,500 deep-dive sessions and 120 hands-on labs. You’ll get to learn in technical sessions, lightning talks, product overviews, test drives, traditional labs and informal networking opportunities with other developers. IBM and IBM Business Partners will showcase the latest solutions that can help you transform your business.

It’s no longer just about information; it’s about what information can do for you—provide insight into your clients, your competitors and your future.

Register for Insight 2014 by July 31 and save $600 off the regular rate!  #ibminsight

Welcome to the Second Wave of Capture

Today’s guest post is courtesy: Kevin Craine, Author, Writer, Podcast Host — Director, Craine Communications Group

First developed over 30 years ago, capture systems have evolved from simple solutions for basic scanning into sophisticated and capable systems for enterprise wide document automation. Document imaging, text recognition and data capture systems have existed for years — and the technologies and capabilities have evolved significantly over time – but studies show that many organizations are just now beginning to capture the true value of capture technology.

A 2014 survey conducted by AIIM discovered that most large enterprises have scanning and imaging systems in place, but only about half use any kind of advanced data capture technology. Despite advances in text recognition, indexing and classification, and automated workflow, it seems many organizations are still operating with a rather basic scan-and-store approach when it comes to capture.

The Second Wave

A trend toward adoption of new and more advanced capture techniques is taking shape however; prompting what industry analysts are beginning to call the “second wave of capture.” In a recent AIIM webinar sponsored by IBM, capture technology expert Harvey Spencer explored how advancements in text recognition, multichannel input, and enhanced classification techniques are stimulating a second wave of investment in document capture solutions by big business and big government. Spencer says to enterprise businesses that if you haven’t looked at capture lately, it is time to look again.

Catching the Wave

We’re all familiar with scan-and-store capture scenarios that provide the ability to make a digital image of a printed page and extract bits of information from the original paper source. The capabilities and techniques are described as “phase one” and “phase two” in my popular white paper The Five Phases of Capture. But what aspects of advanced capture characterize what would be called second wave capabilities?  Here are a few to consider:

  • Incorporating captured data within business process to drive better business  performance.
  • Use of capture devices at the point of entry – e.g., MFP’s, tablets and smartphones.
  • Advanced classification and indexing technologies.
  • More accurate semantic and natural language processing.
  • The ability to “understand” captured data for Big Data analysis and decision making.

Capturing Value

While document capture solutions are deployed in a majority of North America’s industries, the underlying technologies have been evolving and adapting well beyond basic scan-and-store strategies. As a result, many enterprise organizations are beginning to adopt second wave capture techniques that bridge the gap between paper and digital media and are more directly integral to organizational performance. This is especially important in traditionally paper-intensive fields such as healthcare, financial services or government.

To learn more download the AIIM / Harvey Spencer webinar at:

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Guest contributor Kevin Craine is the author of the book Designing a Document Strategy, host of the Document Strategy Podcast, and a respected authority on document management and process improvement. He is the managing director of Craine Communications Group. For more information visit


IBM Navigator on Cloud: uniting knowledge workers through content in a flexible and trusted cloud environment

Today’s guest post is courtesy: Doug Hunt, General Manager, Enterprise Content Management

As Big Data & Analytics continues to drive new efficiencies and create value, the definition of the “knowledge workers” is broadening to include all users in your organization and the inclusion of content in a wide variety of your solutions is becoming increasingly more critical.

“Big Data” includes a tremendous amount of content and it’s this content that the Line of Business (LOB), IT departments and the CIO need to work together to provide new ways to collaborate and engage and manage it for users anywhere they need to be productive, make better decisions, and deliver better business outcomes.

Last week, IBM announced a bold and new Software-as-a-Service (SaaS) solution called IBM Navigator on Cloud. IBM Navigator on Cloud is designed to make us knowledge workers more productive and effective by providing a better way to engage with others, manage, and synchronize the content that not just knowledge workers, but that we all need across the web, mobile and desktop devices we use everyday.

This solution is based on the same Enterprise Content Management (ECM) technology, including the leading mobile experience in the content industry, which Gartner, IDC and other analyst firms have once again recognized as the undisputed market leader. IBM Navigator on Cloud demonstrates our investment in the future that will create even more separation from the competition.

The introduction of IBM Navigator on Cloud not only enhances ECM’s leadership, it also strengthens IBM’s overall Big Data & Analytics offerings. The Big Data & Analytics portfolio exists to help clients deliver competitive advantage through content and data. IBM Navigator on Cloud makes it even easier for clients to exploit the content that fuels their most critical work and processes.

Please take a few moments to watch my video interview to learn more about the launch of our exciting, new solution. You can learn more and find more interesting details in today’s press release and be sure to listen to the replay of our webinar.

Introducing IBM Navigator on Cloud: Extending the IBM ECM Experience Platform to Cloud

Today’s guest post is courtesy:John Murphy, Vice President of ECM Products, Development and Strategy

I am pleased to share that today IBM announced the first of the next phase of IBM ECM solutions: IBM Navigator on Cloud, a flexible software-as-a-service (SaaS) ECM solution with a light deployment model.

Here are a few things you should know about this new solution:

  • We have designed this solution to address the need for a trusted and secure platform that can be used by both knowledge workers and IT to ensure confidence when working with confidential and customer information.
  • For our customers implementing IBM Navigator on Cloud, the consistent, familiar interface of the ECM Experience Platform, including IBM Content Navigator, will significantly reduce skills training and increase user adoption.
  • The reach for this solution is worldwide and IBM Navigator on Cloud is available on SoftLayer’s global data centers.
  • In addition, with the use of the open and industry standard Content Management Interoperability Services (CMIS) API, our clients and Business Partners can create new applications as well as extend investments through integration with existing systems.

We have a lot more to come on this exciting new endeavor from IBM ECM. Look for further information on this launch in the coming days and find more information on the web page.

Stop Data Hoarding: Cleaning up Your Legacy Data

Today’s guest post is courtesy: Amir Jaibaji; ILG Product Management – Program Director, IBM

Usually when people think about hoarding, they imagine piles of papers, crates of clothing or a house filled with cats. But in the digital age, data hoarding has become a huge issue for organizations across multiple industries. Growth is out of control, and the fact that data storage is cheap is no longer the answer to this problem. Data storage costs are consuming IT budgets—leaving little room for much needed upgrades and technology projects.

According to Computerworld, data capacity on average is growing at 40 percent to 60 percent year over year in enterprises. This is due to a number of Continue reading

The Content Navigator Experience: Building Web, Social, and Mobile Content Solutions

Today’s guest post is courtesy: Ian Story — Senior Strategy Manager, ECM, IBM

Every business needs to get more value out of every piece of content across the organization—especially the rapidly expanding volumes of mobile content. They also require better ways to speed up access to data and make use of the content that’s stored across multiple systems and repositories. And most of all, they need a solution that can grow as their needs grow with an extensible platform that can help manage content both now and in the future.

IBM Content Navigator makes it possible to transform how, when and where people get work done.Take a look at just a few of the many Continue reading