Intelligent Capture and Case Management

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


Organizations in industries such as healthcare, insurance, government and the legal profession all struggle to achieve the necessary insight, responsiveness, and collaboration needed for effective case management. In these organizations, the coordination of services and information about any given customer or activity most often spans across multiple databases and systems, as well as multiple departments, personnel and processes.This makes it difficult for case workers to collect and coordinate data, tasks and services to achieve a positive business outcome.


Traditional ECM Systems Often Miss the Mark

A great deal of flexibility, adaptability, control, and collaboration is needed for effective case management. And in most cases, traditional Enterprise Content Management systems are insufficient to meet the requirements of these applications. Case management solutions are knowledge-intensive and the need for flexibility is a challenge because most traditional ECM implementations require predictable and repeatable processes.Case management is much less predictable because case worker judgment and experience influence how the case is handled.

Capture is On the Case

One way to achieve a higher degree of flexibility is by using intelligent capture techniques throughout the case management process. Financial institutions use distributed and mobile capture for new customer on-boarding and loan processing.Insurance organizations enable claim adjusters with mobile capture so that they can capture photographs, forms and accompanying documentation and upload the entire batch on the spot.Government agencies, universities and organizations that work with stacks of documentation find that intelligent capture can dramatically improve case management – easier and more inclusive to information enhances decision-making ability and service.

Organizations are using intelligent capture and case management in the following scenarios:

A Powerful Combination for Case Management Insight

Intelligent capture paired with the new breed of case management solutions is a powerful combination that organizations from all industries can use to optimize case outcomes and increase customer satisfaction. How can you take advantage? Many important sessions are being sponsored by IBM at the Insight 2014 Conference held on October 26-30 in Las Vegas. In the advanced case management track sessions attendees will learn how to combine information, process and people to provide a complete view of case information and achieve optimized outcomes. This is an excellent opportunity to learn about the latest solutions and best practices.

Register for the Insight 2014 Conference today 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

Public Sector Professionals! Transformation and Innovation is here!

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

I have seen many “transformations” throughout my work with governments: from punch-card Fortran programming to client-server computing, to web, to mobile and social media. Almost every presentation I have seen over the past twenty years speaks to the government’s need to transform: to do more with less and to innovate. So far there has been more of an evolution than a transformation in government IT. However, with new initiatives such as“Bring your own device” (BYOD), Cloud,“The Internet of Things”, “Appification”, Anti-“Skumorphism” User Interface Design(The word exists!), Big Data, Analytics and Social and Mobile, there is a growing shift toward transformation within government technology.

Specifically, there is a changing culture due to new possibilities for government workers to leverage technology of their own.This shift is driven by the changing spectrum of user expectations and the free availability of information.Let us take me as an example. I am my very own IT department, complete with location services, rules, process automation, the internet of things, cloud, big data and a large supply of apps at my beck and call. I can use IFTTT (If This Then This) for simple rules to control the light bulbs and thermostats in my house. The power I have as an end user is boggling. What can we take away from all this? IT and Central CIOs are now using this same technology and brainstorming about potential applications of similar techniques to meet end users expectations and demands. These thought leaders are pushing the government to empower end users in the same ways that these users are being empowered in their personal lives.

Despite movement toward transformation in Government, I hesitate to get too enthusiastic. Major road blocks to such progress still remain. Chiefly, procurement: due to the siloed government approach to selecting vendors there is limited ability for transformative technology use.

But don’t give up hope. I look forward to joining many public sector professionals at Insight 2014 to network and learn how to combine technologies to innovate. In particular, I look forward to seeing government leaders in IT and procurement at Insight 2014. Together, we can work to develop creative and strong business cases and procurement vehicles that can bring in transformative solutions. To push Transformation in Government forward we must have government IT and line of business execs motivated and educated in order to advocate for better and more dynamic procurement policies that can pave way for the development of truly transformative solutions.

Come and meet me at Insight and let’s take this discussion forward!

ECM at Insight 2014: What are you waiting for?

Today’s Post: Doug Hunt, General Manager, IBM Enterprise Content Management

It’s that time of year again: kids are back to school and fall is upon us. As you embark on the last quarter of this year, and plan for 2015, keep in mind what your business will need to succeed. There is no better time or place to learn about what valuable solutions IBM ECM can offer than at IBM Insight 2014 in Las Vegas. We will offer an upfront look at what IBM ECM solutions can do to improve the way your business operates.

While onsite, you will see first-hand what IBM ECM can offer. The ECM track will offer sessions around Advanced Case Management, Advanced Document Imaging, Content Analytics, ECM Experience and Platform, ECM Solutions, Enterprise Report Management, and Information Lifecycle Governance. Attendees will learn about the entire ECM portfolio by attending any of the 120 ECM-specific sessions offered.

Beginning October 26, you will have five days to experience:

  • An ECM keynote, “Smarter Content Now to the Right Person at the Right Place at the Right Time,” with client speakers as well as IBM speakers including John Murphy, Caroline Seymour and myself.
  • Easily accessible conference content in IBM Navigator, with a fun promotion to ensure you really experience it.
  • Valuable sessions and demos featuring IBM Navigator, as well as product releases around CMOD, Datacap, Advanced Case Management, and ILG.
  • ECM Central in the EXPO with space for clients and partners to meet with product experts, as well as the Concierge program for a signature client experience to help progress key opportunities.
  • Executive one-on-one meetings with more than 28 leaders from across ECM.
  • Dedicated hands‐on labs, ask the experts sessions, and special networking events.

If you still need convincing, take a look at the session preview tool, where you can build a sample conference agenda and preview the sessions we will offer. You can also see agendas for each day of the conference for a quick peek at what the highlights will be for each day you are onsite. And if you are more of a “numbers” person, take a look at the hard facts around why you can’t miss this event.

So what are you waiting for? Register to attend IBM Insight 2014 today to see ECM in action!


ARMA Session Preview: RIM and Social Media — What You Need to Know

Today’s Guest Post By: Genifer Graff, Senior Compliance Solutions Specialist – Compliance & eDiscovery, IBM Enterprise Content Management

Social media can improve the dissemination of information to customers or constituents. However, the unmanaged use of Facebook, Twitter, and other popular social media applications often leads to significant legal risk and other business-related complications.

Join Susan Whitmire and me at the 2014 ARMA Conference and Expo in San Diego. We’ll be presenting a rapid fire session, Sunday, October 26th at 4:00 pm, discussing issues relating to the use of social media, as well as the records management concerns associated with its widespread use.

The session will cover the potential business benefits of social media use, the RIM implications of not enforcing a social media policy, how to assure compliance throughout the organization, whether a Tweet or a post is actually a record, and the options for capturing and retaining social media posts. The presentation will include:

  • How to conduct proper retention practices for social media posts
  • How to capture social media posts as part of the RIM program
  • How to summarize for others ways to ensure social media compliance and accountability throughout your organization

In short, everyone who is using social media should attend! Take advantage of the opportunity to hear from other RIM professionals working to solve the same information governance challenges that social media creates.

Show your support using and make sure to spread the word and let us know you’ll be there by connecting with us.

For more information about the ARMA Conference 2014, visit

See you there!

Reinventing Businesses with Smarter Process

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

We live in a world of smart devices: Smartphones, smart watches, smart cars, smart televisions, even smart refrigerators. For consumers, technology is changing traditional products and providing more information, more simplicity, and more convenience than we have ever experienced before. According to Forbes, over 90% of Americans keep a mobile device within reach at all times and, over 5.1 billion, or roughly 75% of the entire adult population, own a mobile device. People are hungry for information, and want access to it at all times.

Further, customers expect better experiences with every interaction. Whether the customer interaction is through patient care at hospitals, claims processing at insurance firms, or end-of-the-year auditing at financial institutions, customers today expect the highest quality, services, and experiences whenever they engage with businesses across multiple industries. Organizations are collecting more information than ever before, and customers demand for that information be put to use.

Given this smart, information-demanding world, IBM’s “Smarter Process” initiative helps companies compete in this environment by focusing on customer centricity to promote better business outcomes. Companies must improve their business operations, increase efficiencies, elevate customer service levels, and utilize the latest technologies, in order to gain and maintain the customers’ business.

Let IBM drive this success for you. IBM is recognized as the market leader in both process and content management, and our customer references speak to our success.

IBM’s Smarter Process has three key approaches for how to begin a journey to deliver smarter process and deliver optimal business results: decision centric, process centric and content centric – each with its own patterns that can solve your business challenges. Here’s a brief summary:

  • Decision centric: This approach focuses on automating repeatable routine decisions at scale with the fidelity of an expert, designed for businesses that need to boost straight through processing.
  • Process centric: Allows you to manage how work gets done across the spectrum from structured to ad-hoc tasks, designed to provide repeatable business processes and best practices to streamline operations and workflow management.
  • Content centric: Empowers knowledge workers to apply content where and when it matters most, to gain insights into unstructured content, and to drive better outcomes all on a scalable secure solution platform.

As the Product Leader of IBM’s Case Manager, let me go into a bit of detail about the content centric approach, which uses our IBM Case Manager solution. IBM’s Case Manager (ICM) is focused on enabling knowledge workers to leverage their expertise to drive outcomes. Expertise comes in the form of the specific skills the knowledge worker has, but also in the form of information delivered to the knowledge worker about that customer (content). ICM does this by linking knowledge workers with content and workflow so that the knowledge worker can leverage the context of that content, apply their expert discretion, and progress the workflow towards a successful outcome.

While knowledge workers and workflow systems have been around for a long while, ICM further optimizes this relationship by adding the best in class IBM ECM system to the mix. Because ICM is built on top of this ECM system, ICM has access to all the leading capabilities that come with it, including the ability to derive insights from unstructured content, to capture content to launch new cases or augment in-flight cases, and to apply compliance and governance to the case content,

Also, I mentioned that knowledge workers get to apply their expert discretion to drive outcomes – let’s focus on that for just a moment. While some patterns will be repeated, every customer a knowledge worker deals with is unique, and the details of their case will be unique. Because customer interactions are inherently unique, these interactions are often unpredictable, and therefore knowledge workers cannot deliver the optimal customer experience if they are bound by a fixed set of options for proceeding – even if the selection of those options can be done in an ad-hoc manner. For this reason, ICM includes the ability for knowledge workers to launch or initiate new workflow steps, which are defined in-flight, based on need – this is a major step forward to ensuring that your workers are able to meet your customers needs!

IBM’s Case Manager, as one aspect of Smarter Process, can reinvent the way businesses operate by providing knowledge workers – whether they are loan process officers, HR administrators, fraud investigators, or doctors – the right tools to help make their business operations more efficient, optimized and ultimately “smarter”, all made with IBM.

I’d love to hear your thoughts on how IBM’s Smarter Process can or has improved your company’s business operations. Share your thoughts and let’s continue the conversation.



Mohammed Attar has over 15 years of experience in the ECM space, and is currently serving as the IBM Case Manager Business, Product and Strategy Leader. You can follow him on Twitter @MAttarECM.

Demands for Customer Self Service and E-Delivery of Service Can Open Opportunities for Increased Profits and Improved Customer Experience

Today’s post by: Stephanie Wing, IBM Content Manager OnDemand, Market Segment Manager   

As customers become increasingly self-sufficient and digitally focused, organizations must provide state-of-the-art tools and resources to support customer independence and self-service activities. Customers expect their monthly banking statements and retail bills to be available at their fingertips through an internet based self service application. Additionally, customer demand for e-delivery of service means that it is often crucial for the customer service process to be managed digitally, which requires electronic documentation and communication tools. This can create new challenges and strains on your organization’s customer service processes and representatives.

Despite the challenges associated with customer self service and e-delivery of service, these approaches lay the groundwork for new opportunities to provide better service to your clients as their needs continue to change. You can even tailor your delivery of service to each customer based on a detailed account history analysis. Your organization now has more information about its clients than ever before. You can leverage this data to drive optimal business, increase your profit margin, and improve your customer service.

Learn more about how IBM can help your organization manage accounts, customer self-service, and digital customer service in our three new IBM Content Manager OnDemand Demos. Get started and watch them today!

Banking- Account Management

Retail- Account Management

Telecommunications- Account Management


ECM Solutions at Insight 2014

Today’s post: Jeffrey Douglas,Business Leader,Enterprise Content Management Solutions

I’m not usually the smartest guy in the room…

…but I’m often one of the most practical. I don’t consider myself a technologist — I don’t love technology for technology’s sake – but show me technology being creatively applied to solve a real problem and I get interested very quickly. That’s why I love my job. As the Business Leader for IBM’s Enterprise Content Management solutions segment, I get to see firsthand the impact amazing technology makes to solve real world problems. When viewed through the eyes of a specific industry or use case pattern, the true potential of a technology often shines through. Jeopardy made content analytics interesting; its subsequent application in health care, education and fraud investigations has made it essential.

IBM has a dizzying array of technology, undoubtedly the broadest and deepest portfolio in of any company in the industry. Many of the technologies in the portfolio stand on their own as best of breed capabilities. It is the breadth of that portfolio that is the greatest strength – the trick is figuring out how to apply it in a seamless, integrated way to solve problems that cannot be solved any other way. Consider the Smarter Planet – smarter cities, smarter healthcare, smarter education, etc. Wonderful stories of how technology can make a real impact in the world we live in. Look under the covers of any of these solutions and you will quickly realize that solving these complex problems requires a wide range of technologies working together seamlessly.

The ECM portfolio plays a critical role in many of these solutions. ECM has delivered solutions to combat fraud, conduct investigations, improve healthcare, efficiently manage correspondence requests and deliver better customer service. Our partners and customers have delivered optimize critical, complex business problems. Many of these solutions can be delivered on the cloud.

This year’s IBM Insight conference will showcase many of these solutions. I encourage you to come to Insight and learn about these solutions, the problems they have addressed, and the process and challenges of delivering them. Viewed through the lens of these solutions, you may find an untapped use for a product you have invested in, or uncover the potential of that product when it is used in conjunction with other technologies. This is a very exciting time – we are seeing the emergence and evolution of technologies that can dramatically change how we live and work.

Join me at Insight to learn about these transformations first hand. I look forward to seeing you in October.

Distributed Mobile Capture – Will It Change the Game of Capture?

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

In my white paper, The Five Phases of Capture, I discuss the advantages of “distributed capture” — scanning documents at the point of origination instead of shipping documents to a central scanning center. This is an important distinction because capturing paper documents into digital form has traditionally been a centralized business function. In contrast, distributed capture is a strategy for entering documents into the business process in decentralized locations – where they originate.


The Ultimate Distributed Capture
Much of the recent innovation in capture technology has been incubating in this “phase four” area of distributed capture. Indeed, the use of multi-function printers and copiers to capture data and documents mid-process is a growing trend across all industry verticals. But a new movement toward Mobile Capture is about to explode that will be a game-changer and spawn a second wave of capture solutions and strategies.


Mobile Capture Leads a Second Wave
Mobile capture will bring a second wave of capture adoption. While distributed capture moves capture functions from centralized processing facilities out to the edges of the organization, mobile capture extends that capture ability beyond the confines of the organization. Using smartphones and tablets, organizations can now capture images and documentation directly at the point of service with customers; in regional offices, in the field and in customer’s homes. The result is a faster, more accurate and more cost effective process.


Stats Point the Way
Mobile capture makes sense. We live in an age of mobile computing: 58% of American adults use a smartphone, over 40% own a tablet, and mobile computing grew by 81% just last year alone. These numbers will only increase over the next few years. As a result, mobile capture is quickly becoming an important differentiator for organizations, especially those in traditionally document-intensive fields like insurance, health care and government operations. Indeed, according to a 2014 study conducted by AIIM, 45% of companies feel that mobile capture is vitally important, pointing to the competitive need for improved process agility and customer service across the board.


Going Mobile
How are companies using mobile capture today?  Banks and other financial institutions are using mobile capture for loan origination and new customer on-boarding. Field workers, like claim adjusters or building inspectors, are using mobile capture to not only photograph the incident but also take a picture of the accompanying documentation and upload on the spot. Companies are finding that the applications are a wide open road toward savings and service improvements. How can your company turn the corner with mobile capture technology?
Want to learn more? Don’t miss the Insight 2014 Conference sponsored by IBM being held on October 26-30 in Las Vegas.  You’ll find important sessions exploring these important developments in ECM and Capture. Don’t miss it. Register today and be an early bird!


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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 Information Lifecycle Governance at Insight 2014: Three Key Sessions

Today’s Guest Poster: James Schellhase, President of StoredIQ, An IBM Company

In less than six weeks, IBM will be hosting Insight 2014, our flagship Big Data conference. I look forward to personally meeting many of you at the conference and discussing the latest and greatest features of our Information Lifecycle Governance products. I am certain that IBM will continue to provide innovative ways to manage your unstructured data, simplify your eDiscovery process, and govern your records. Personally, I believe that Insight 2014 will be invaluable to you and your organization. You will have the opportunity to view product demonstrations and discuss key product features with our experts and executives. You can also select from 700+ sessions covering strategies to improve and perfect your Information Lifecycle Governance approach. To guide you in your preparation of a personal Insight agenda, here is my take on three key Information Lifecycle Governance sessions at Insight 2014.

Essential Role of ILG in Era of Big Data

IBM’s Information Lifecycle Governance strategies can improve information economics by helping businesses better align information cost with its value. As data continues to grow in the enterprise, so do the challenges including Privacy, Regulations, Assessing Value, and Applying Analytics. This is a great talk that will introduce you to some core concepts around data and how ILG seeks to address them. During this talk, the core values of ILG will be examined, along with the introduction of some key concepts and language that sets a better platform for describing and attempting to solve the data issues that plague most businesses. These strategies will cover issues such as how to deal with Big Data, Gaining Insight from your Data through Analytics, Enforcing Retention, and Enabling Defensible Disposal Strategies. Attending this talk will provide you with clear vision of how ILG can help with your data issues.

Introduction to the ILG Maturity Model

When presented with the vast problem that enterprise data presents to businesses, it can often be overwhelming to even attempt to get started in attempt to solve some of the issues at hand. The challenges of combining people, processes, technology to create solutions can leave you feeling overwhelmed and uncertain about the success of your data initiatives. Rather than promising a singular solution, the ILG Maturity Model lays out a roadmap that maps out a series of steps that will identify the problems at hand, put the correct pieces into place, and allow enterprises to achieve progress across several areas of concern. This progress is often hampered by lofty goals, or incorrect identification of the right people or technologies when addressing complex data issues. Instead, the ILG Maturity Model describes a familiar methodology on how to move forward in a productive, repeatable fashion by setting forth keys strategies and achievable milestones that can be well understood. The goal of the ILG Maturity Model is to prove you with a vision that IBM can be your partner in helping to address all of the data issues that leave you feeling unsure of your future.

Hess: Taking Data from Volume to Relevance – 1 Year Later

An important talk where an actual customer, Hess Energy, will cover how their implementation of ILG products and strategies continue to shape their enterprise and business processes. In a revisit from last year’s session, Adele Carboni will update the audience on how ILG and StoredIQ has affect Hess Energy. Adele is a Records Management Expert and has presented several strategies on how data and the management of data affects businesses through cost and risk. As an adopter of the Volume-To-Relevance model, Adele will provide great insight towards how the application of ILG strategies can lead to companies maturing their data strategies and embrace new data initiatives. This is a unique opportunity to listen to the perspective of someone who has been focused on improving their data management.


I look forward to joining you at Insight and discussing the IBM Information Lifecycle Governance solutions.

Compliance in the Era of Dark Data: How do organizations follow the rules if they don’t understand the risk?

Rules guide us in nearly every aspect of our lives, whether or not we consciously realize it. Think about the numerous rules that govern us every day. We obey traffic signals and in return we enjoy the safety that comes with an orderly traffic pattern during our morning commutes. Similarly, following data governance rules in the corporate world helps us to reduce our organization’s risks. ‘Dark Data’ threatens to undermine these rules, and is thus a major liability for enterprises, especially those heavily affected by industry regulation, privacy and compliance concerns and costs and mandates.

Compliance drives data governance.

Information and process management expert Bob Larrivee recently penned an article for AIIM, describing the strong role that compliance plays in motivating companies to institute and maintain data governance programs. Compliance and risk are the fundamental business drivers for Enterprise Content Management and Records Management according to a recent AIIM survey, notes Larrivee. This is particularly true of large companies (5k+ employees): nearly 50% of large organizations list compliance and risk as their biggest business drivers.

Within IBM’s Information Lifecycle Governance group, we’ve seen a gradual shift take place among our clients. Organizations that previously focused primarily on reducing costs are growing cognizant of good data governance as a practice for reducing organizational risk.
Enterprises are realizing:

  • Their current approaches of DLP and IRM are last minute perimeter approaches and don’t address Dark Data risks.
  • They don’t know WHAT is in their data, or know IF or WHERE they have data privacy, other risk issues, or audit pressure.
  • They are challenged to validate their unstructured content across all content repository types.
  • They have multiple geographic and industry compliance mandates upon them around risk – such as data privacy, security, PII, PCI, FDIC, and HIPAA.
  • Most of their risk is in the company’s least-managed unstructured information…data in the wild.

So how can your organization start following the rules?

The first step, seems obvious, you need to understand your data. As Larrivee relates, “Better insight into your information can help ease the cost of regulatory response, improve adherence with compliance mandates for information retention and disposal, as well as decrease the inherent legal risk residing in volumes of unstructured information.”
Taking that first step is often the hardest.
That’s why we at IBM are ready to help our clients:

  • Understand and report WHERE potential risk resides in existing data
  • Understand the context and extend of this risk: the WHAT
  • Assure risk and compliance privacy-related data is identified, secured, reported and remediated
  • Provide an additional layer of defense against data leakage and abuse by understanding all at rest data
  • Provide a framework to quarantine, secure, remove and manage current and go-forward information to meet industry-specific compliance mandates

Check out Bob Larrivee’s full AIIM article for detailed information, data, and tips on compliance and information governance.

If you’re ready to take action: Contact IBM and let us help you take the first step to uncovering your Dark Data, following compliance rules, and minimizing your corporate risk.