Making the case for customer centricity

Today’s Post by: Misty Ahmadi, Content Marketing Manager, ECM, IBM

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We’re talking a lot about customer centricity here at the ECM team. Honestly, it’s kinda hard not to. As your customers are becoming more and more empowered to take matters into their own hands, you need to make sure that your business is set up and ready to provide customers the type of experience that they expect.

Businesses, no matter the industry, need to be able to look at their internal systems and see if they have everything in place to empower their employees to deliver a strong customer experience. For those of you who have been following along this blog for quite some time, you know that we offer a great range of enterprise content management solutions that cover all of your enterprise needs. There’s one of the solutions though, that I really like to think is the glue that brings everything together.

An advanced case management solution should be at the core of your superior customer experience. Why? With case management solutions, you are able to better put your business content to work. Case management solutions can help your business see clearly, optimize outcomes, and reduce risk. How?

  • See clearly: A great advanced case management solution should allow your business to bring together key content from disparate systems to create a unified, single view of each of your customers. Employees will have an easy time pulling up relevant information any time a customer asks for details on their situation.
  • Optimize outcomes: Since all of the relevant content is within your case management system, employees will be able to focus on making decisions instead of managing content. Gone will be the days of scrambling while on the phone with a customer because your employees can’t locate one of the important pieces of information!
  • Reduce risk: Since your employees have access to all of their relevant content, it’s easier to track down red flags and possible fraud – they can peek at an entire history of a customer if you want them to. Advanced case management solutions also let you decide how the workflow system has to progress. This lets you streamline compliance.

As you can see, customers and employees alike have plenty to gain from you incorporating an advanced case management solution in your business. The benefit of IBM Case Manager is that is plays so nicely with other offerings in our suite, such as IBM Datacap. Check out our new infographic highlighting the best ways to use your content to keep customers at the heart of your business.

Making Magic for your industry, your company, your customers

Today’s Post by: Linda Okoniewski, IBM ECM Industry Portfolio Marketing Manager

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It’s only nine o’clock in the morning and I’ve already taken cash out of an ATM, restarted my daughter’s car insurance (home from college!), and received a text from my doctor’s office alerting me to the routine appointment I have scheduled for tomorrow. While you’d think that’s a lot of chaos to tackle first thing in the morning, all of these transactions have been so easy and so quick, it honestly feels like magic!

But I know that behind each of those transactions are companies that have a wealth of information about me… important information that drives money transfers, insurance coverage, timely healthcare reminders and more. And they serve millions of people every day in just the same way: safely, securely, in real-time. To be blunt, some companies do it better than others.

How are these companies better at serving their customers? They are the ones who realize the power of information in the business content that papers and paints their industry. They know how to capture and manage business content found in hardcopy forms, medical images, online transactions, social media…the list is endless. And they use all of this content to deliver not only what their customers ask for, but to deliver what the customers want at the best possible time and in the most convenient way. Performing all this magic helps to give them a competitive advantage to grow their business and deliver even better service.

The real winners? It’s us. The consumer. The patient. The citizen – we benefit! We are the ones that can now request and access funds at the touch of a key. And we’ve seen our wait times for claims drop from weeks, to days, to hours…all while our providers run more efficiently and effectively, saving them money and increasing their profit margins.

I’d like to share some of the magic our clients have spun across a span of industries, making them leaders in their field and the kind of organizations we all want to do business with. We’ll offer a peek at how to put business content to work in banking, insurance, government, healthcare, telecommunications and energy and utilities. Together, we can learn how they have applied their expertise and IBM content management solutions to give millions of people like you and me happy mornings, and convenience throughout each day.

So my question is…Are you a magician? Is your company, or even your industry, conjuring ways to serve and delight your customers? Read the new IBM ECM Industry eBook and see if your business has what it takes to bring the magic to your customers.

Cloud Shared Service Solutions

Today’s Post by: David Lewis, Marketing and Sales Manager, Vega ECM solution

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Offering solutions in the cloud is expected of software vendors. However, not selecting the right technology and approach to a cloud deployment can turn a single, short-term fix into an on-going, long term problem. Today, it isn’t enough to offer a “point solution” on the cloud to solve a specific business issue or address a specific department function. Approaching a cloud deployment as part of a enterprise business solution requires an overarching strategy around your business content, information, and processes that can offer software services for reuse across your business now and into the future.

A Shared Service Platform which offers reuse and scalability to address a broad number of business areas allows you to leverage previous components to speed new solutions to production. IBM Case Manager and ECM product offerings together with Vega’s Solution Accelerators and methodology can provide the type of platform and approach that can propel you to becoming more agile and responsive across your business.

Leveraging IBM’s industry leading Case Manager and ECM products, Vega’ Solution Accelerators provide “out of the box,” configurable functions that are reusable. Rather than hard coding everything as a “custom build to specification initiative,” customers are able to configure much of the solution including user interface functions, as well as reuse capabilities previously deployed, reducing costs and time.

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As an example, our solutions help Insurance companies deploy a shared service platform that can address Underwriting, Claims, and Financial functions on a global scale. Banks utilize our solutions to enable a shared service platform that addresses Mortgage and Loan Origination and Servicing, Wealth Management, Treasury Services and Retail new customer on-boarding. Government Agencies leverage our Solution Accelerators to address multiple functions including Action Tracking and Tasking, Citizen Benefits Administration, Claims, Freedom of Information Act (FOIA) requests, Inspections and Reviews and much more. Each of these examples are shared service platforms running multiple solutions over core products. Best of all, Vega’ Solutions are available either on premise or on cloud!

Vega is a sponsor of IBM Content 2016. Come by our booth and let us share with you our methodology, approach and Solution Accelerators! Visit Vega Solutions to learn more.

Adding Rights Management to Content in IBM ECM and Box with Seclore

Today’s Post by: Wally Bitaut, Director – Business Development & Channel Sales, Seclore

In today’s hyper-connected world, IBM ECM and Box make it easy and efficient to share information and engage in external collaboration with third party vendors, contractors, auditors, etc. However, advanced technology often presents new challenges and potential security risks. In the case of IBM ECM and Box, confidential information (ranging from customer and employee data, vendor agreements, technical specifications and intellectual property), once downloaded might be shared outside of the repository.

Seclore’s Rights Management for IBM ECM and Box enables the document owner to control files even after they have been downloaded from the system. By securing information at the point of download, Seclore extends security wherever a file travels – to any location, network or device and in the cloud. Persistent, file-centric protection travels with the document wherever it is circulated and allows document owners to control and track their documents. When a user’s access to a document is revoked in IBM ECM or Box, all previously downloaded copies become automatically inaccessible.

Seclore protects files based on four criteria:

  • Who can access the information; users or groups – extending the existing IBM ECM or Box permissions
  • What each user/group can do with the information: viewing, editing, printing, copying and pasting content, or running macros
  • When each user/group can perform these actions; specific dates or time/date range
  • Where the information can be used; a specific computer or device, a single IP address, or a range of IP addresses

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Automation: The Key to Rapid Adoption

Seclore enables organizations to automatically ‘attach’ usage policies at the exact point where files are downloaded, or shared. To enable this automation, we have developed two primary capabilities:

First, Seclore connects directly with IBM ECM and Box through pre-built connectors that dramatically accelerate the protection of sensitive information the moment the file exits the security controls of that environment. Whether the file is emailed, downloaded, checked-out, or at the moment it is being synced and shared – your information becomes automatically protected. By seamlessly connecting IBM ECM and Box to Seclore, existing or newly created documents are automatically protected without employee intervention.

Second, Seclore’s Policy Federation capability enables organizations to inherit access management policies defined within IBM ECM and Box, and automatically map and augment these existing policies with Seclore’s granular usage policies. Policy federation guarantees user adoption while removing the need for on-going IT Administration.

Audit Trails

Seclore’s auditing capabilities provide complete visibility over documents usage at all times. All activities performed or attempted on protected files – whether inside or outside the enterprise network are centrally logged. Forensic details such as user, date and time, machine name, IP address and file path are recorded and available.

In summary, Seclore secures information at the very source, allowing you to extend your security wherever your information travels or how it travels – even beyond IBM ECM and Box.

What to learn more? Watch the latest IBM, Seclore and Galantis on-demand webcast on, “External Collaboration: Keeping Sensitive Information Safe and Secure.”

IBM Navigator Mobile v2.2.0 Now Available for Download

Today’s Guest Post by Clay Turner, Offering Manager IBM Daeja ViewONE, Enterprise Content Management

If you have ever tried to manage business documents on a mobile device, you may have noticed that the standard file management experience simply does not offer the search, sharing, or navigation required for complex business activities. Whether you are working with images, videos, or documents, it can be hard to navigate across folders or to share and collaborate with friends and colleagues without a full-fledged desktop environment. Thankfully, IBM Navigator Mobile delivers the premium mobile document management experience where the default apps fall short.

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IBM Navigator Mobile improves on the mobile file management experience dramatically, while delivering a seamless front-end for business people to manage and collaborate on documents wherever they are stored – local to your device or remotely in an enterprise repository. It actively syncs documents to maintain the latest version as it gets updated by collaborators and it provides all of the tools and structure necessary to get to the files you need, when you need to work with them.

Just last week, IBM released IBM Navigator Mobile version 2.2.0 for iOS, which delivers support for IBM Content Manager Enterprise Edition and IBM Content Manager for z/OS repositories as well as Filenet P8 systems. In addition, the new IBM Navigator Mobile Software Development Kit (SDK) allows customers to leverage our iOS appshell to re-skin the app, customize it for a specific function, and create a unique mobile content experience that can be re-published as their very own mobile application!

The latest release is now available for download from the Apple iTunes Store and the IBM Navigator Mobile SDK for iOS is available for download from IBM Fix Central here, for use with the IBM Navigator Mobile iOS AppShell that is available for download from IBM Fix Central here.

If you have any comments about this release or future feature requests for IBM Navigator Mobile, find me on Twitter @ClaySTurner – I would like to hear your thoughts.

Biography:

Clay Turner Profile PicClay Turner joined IBM in 2014 working on IBM Case Manager. In 2015, he began managing the IBM Daeja ViewONE offering team and continues to manage the cross-functional team of development, support, and business experts responsible for iterating on the IBM Daeja ViewONE viewer technology. Clay obtained his Masters of Business Administration from The Paul Merage School of Business at UC Irvine and has a professional history in sales, channel management, and delivery of enterprise content management solutions. You can follow him on Twitter @ClaySTurner.

Person, Place or Thing: Datacap Insight Edition and AlchemyAPI

Today’s Post by: Mark Martin, Senior Offering Manager, ECM, IBM

We’ve recently released an update to Datacap which provide some interesting enhancements to our Cognitive Capture capabilities. With Datacap Insight Edition, we’re already using capabilities coming from Watson, IBM Analytics and IBM Research to look inside highly variable document types like correspondence, contracts or reports to find and extract important information and to make it available to users and applications for action. With this update, customers can now opt to use IBM Watson’s AlchemyAPI to go even deeper.

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AlchemyAPI does many things. With Datacap Insight Edition we use it to find entity information inside documents. AlchemyAPI, is capable of identifying people, companies, organizations, cities, geographic features and other “typed” entities that are inside your documents. Entity extraction is based on sophisticated statistical algorithms and natural language processing technology. It is unique in the industry with its combination of multilingual support, context-sensitive entity disambiguation and comprehensive type support.

There’s more. AlchemyAPI sentiment analysis is capable of computing sentiment at many levels – the document, user-specified targets, entity-level, quotation-level sentiment, right down to the keyword level. These multiple modes of sentiment analysis provide for a variety of use cases and they can return information that leads to understanding the nuances and context of a document. These are just two examples of the broader analytic capabilities that AlchemyAPI provides to Insight Edition – capabilities that you can invoke from directly in line with your Datacap capture process.

So, why is this important? Remember the use case for Insight Edition – valuable, complex documents with variable formatting and content. These sorts of documents are difficult to automate with traditional imaging systems. How do you automate something that requires human understanding and logic to interpret? Well, now, you can use Datacap Insight Edition and take a big step toward that automation goal.

Imagine being able to automatically process incoming correspondence. Each letter is different – different structure, different formatting, and possibly even different languages. Today, this would require manual review to determine the content and to determine the next steps. But Datacap Insight Edition, drawing on AlchemyAPI, IBM BigInsights and other text analytics and language processing tools can automate and accelerate. It identifies entities in the letter and returns person, place and role information like “Joan,” “manager,” “Main Street” and “branch.” It can look for specific industry terms and return keyword-value pairs like “Account Number” and “12345.” It can determine actions and activity like “rude,” “ignored” and the sentiment score – positive or negative and what degree – and more. All this is done automatically and with no prior knowledge of the document. Net result: you know you have a complaint letter from a customer whose account number is 12345, who is in a negative frame of mind because she felt ignored by Joan, a manager who may have been rude, at your Main Street branch. And that is actionable information, information you can use to solve the problem, make a decision and respond correctly.

AlchemyAPI integration is the latest piece of capture innovation from the IBM Datacap team. It requires Datacap Insight Edition v9.0.1. Customers can download the Datacap v9.0.1 Feature Pack 1 from Fix Central here.

Turn Archived Information Into Big Data and Analytical Assets

Datawatch Extends IBM Content Manager OnDemand to Help Unlock Value of Data

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Today’s Post by: Dan Potter, Chief Marketing Officer, Datawatch Corporation

Many of the decision support, compliance, reporting and operational issues that businesses face are not efficiently solved with complex database query tools or data warehouses.

The answers, more often than not, lie in an organization’s transactional content. These reports, statements and correspondence – ingested and archived in IBM Content Manager OnDemand (CMOD) – create a treasure trove of valuable business information, if only you can extract the information from the page.

Access and analyze all of your transactional data

Report mining eliminates longstanding challenges associated with printed reports and structured business documents by transforming them from static, inflexible, read-only documents into a new source of live data that can be used effectively for analysis, decision-making, presentation and application integration – with no new programming work required.

Datawatch Report Mining Server (RMS) simple to use, web-based analytics solution that provides companies of all sizes and industries with a unique ability to extract and make sense of data within CMOD. Using the formatted information that composes business reports and records, RMS constructs reusable models to access data and produce insights in minutes.

Business and technical users alike need not worry that they are accessing incorrect or inconsistent data. The information originates from trusted, approved reports generated from normal business processes, helping to ensure accurate, approved data.

Tap into opportunities to transform your business

As organizations continue to gather increasingly larger and more complex volumes of data that need to be analyzed to improve operations and complete mission-critical objectives, they can pair CMOD with RMS to help:

Increase ROI – RMS leverages all available reports, including those developed by IT and “canned” reports produced by ERP, financial, supply chain and other operational systems. In doing so, existing, previously untapped and, in effect, “free” data sources come to life at the click of a mouse, and the usefulness of reports, reporting systems and document archives created from older technology is extended, protecting investments in legacy reporting systems.

Shift the burden from IT – Because reports are a “lowest common denominator” output, report mining can be utilized in virtually any computing environment. The only requirement is a file, usually as text or PDF. IT can help eliminate infrastructure for ad-hoc reporting, sub-reports or live database connecting.

Access important data quickly – The ability to extract data from reports means instant access, no “reinventing the wheel” every time and none of the customized programming that’s often required to transform table-based data into actionable information.

Create reports for easy analysis – Users can easily sort, filter, summarize, and drill into the data for multidimensional cube analysis then export it to Excel, PDF and more.

Reduce human error – There is no need to cut and paste or manually key data into spreadsheets or other usable formats, significantly reducing the risk of manual error and processing time.

For more information on how Datawatch RMS can transform the data stored in your IBM CMOD, watch the 2-minute video on Report Mining Server or watch a 1-minute video on how to bridge CMOD data with Big Data analytics. We also would like to inform you that IBM is running free 2-day workshops on CMOD. Register for a workshop near you here.

Maximize Service Quality to tame the Content Chaos

ECM solutions are used to tame the content chaos. Ensuring the service quality of these applications is mandatory to maximize the business outcome and at the same time contain operational costs. However in most organizations ECM applications are still operated manually – with high efforts in IT Operations and Service Desk. Enterprise monitoring tools offer only basic monitoring of ECM applications with limited component perspective, but no ECM specific functional application health monitoring. ECM administrators have little insight into the underlying middleware and infrastructure. They fall victim to incidents caused by these components and are forced to firefighting instead of being alerted ahead of time to avoid any disruption or performance degradation for the business users. And they are blamed for outages they are not responsible for.

As a result productivity of knowledge workers as well as customer experience are impacted. Downtime is one of the key nightmares of CIOs according to a study published by the CIO Magazine in February 2015. It results in lost revenue and damaged brand reputation and can impact future growth of an organization. Therefore a proactive monitoring of the service quality 24/7 is key, especially if the ECM applications are used by external end customers, e.g. for eStatements.

IBM ECM System Monitor enables IT organizations to manage the IBM ECM components and their underlying infrastructure reliably and efficiently by automating routine work in the daily operation. IBM ECM System Monitor can be integrated seamlessly into central enterprise monitoring solutions, giving IT Operations and Service Desk staff full insight into the ECM health 24/7 using their standard management consoles, e.g. IBM Tivoli.

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CENIT offers a turnkey implementation, which is tailored to your ECM environment and needs and can include other systems working with the ECM platform, e.g. input & output management systems or custom-built applications. CENIT’s tailored solution enables your ECM administrators to run their ECM applications efficiently and reliably. The end user and customer experience is improved, productivity of knowledge workers protected and the costs of running the ECM platform are contained.

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Visit CENIT to learn more! CENIT is a sponsor of IBM Content 2016. Come by our booth and let us share with your our methodology, approach and solution accelerators.

Author Bio: Roland Merkt, Senior VP EIM Systems Management, CENIT

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Roland Merkt is a Director for CENIT’s ECM Application Monitoring practice. Roland has over 20 years experience in ECM and IT Service Management and has helped many customers worldwide maximizing the service quality of their ECM business services.

 

The Circle of Life in Big Data, Analytics, the Cloud and CMOD

Today’s Post by: Brian Phelps, Worldwide Sales Leader and Senior Certified Consultant, CM OnDemand Solutions, IBM

IBM has thousands of archive and retrieval customers using CM OnDemand (CMOD), the largest of which has over 33 petabytes under management, with many others in the same size range. One of these customers was ordered to prove that they hadn’t been overcharging their customers in fees and wanted 10 years of VISA statements (classic “dark data”) to be analyzed. Our customers have enormous archives that they have been feeding for many years and they also have Big Data and Analytics solutions from IBM. Many are finding how easily these solutions complement each other. IBM’s CMOD archival and retrieval solution is also often at the core of the experience that their end customers receive and is being used for archival of analytics tools like Cognos, with no integration needed. These tools are designed to work with each other in the Cloud and can be rapidly provisioned for rapid time to value.

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Jeffrey Hayzlett, global business leader and celebrity, has stated that when he meets with the C-Suite of any organization, they are all concerned about two things: the insights they can derive from Big Data and the customer experience that they are delivering. The premier organization in the world for Customer Communications Management, Xplor, is comprised of vendors that have the tools to create the customer communications or organizations that are the caretakers of the critical archives of outbound customer communications. These archives easily become “dark data” if they are not Big Data ready.  A 360 view of a client can only be achieved if companies can run analytics against that archived data. Customer Communication Management professionals generate the documents that are at the source of 80% of customer contact/experience and also represent 80% of the volume of Big Data that needs to be analyzed by organizations for deep and actionable business insights. By design, archived data in IBM CMOD is available for Big Data analysis. With IBM CMOD, your data is protected from becoming dark data.

IBM CMOD and Analytics partners like Crawford Technologies and Datawatch can feed the analytics engines like Watson, Cognos and Spark to derive deep business insight and achieve tremendous business value and customer experience. In just one recent example, Crawford Technologies helped a bank that needed to quickly implement a solution to extract relevant transaction information out of its customers’ credit card statements, which were archived in an Advanced Function Presentation (AFP) format in an IBM CMOD system. Once extracted and converted into XML, the data was placed in the bank’s Big Data environment, where it was validated, analyzed and the proper reporting created. These statements had been archived in the IBM CMOD system at an estimated rate of 500 million pages per month for those 10 years. Crawford Technologies successfully delivered meaningful data to a Big Data engine where analysis was performed and the organization was able to provide legal proof of its compliance with banking regulations.

We invite you to learn more about CMOD and partner solutions to reimagine what and how ECM can help you advance your customer engagement and communications. You can watch a 2-minute video on Report Mining Server by Datawatch and CMOD, or watch a 1-minute video on how to bridge CMOD data with Big Data analytics. I also invite you to read this writeup on the successful project delivered by Crawford Technologies combining Dark Data, Big Data and Analytics.

We also would like to inform you that IBM is running free 2-day workshops available on customer communication data archival and retrieval solutions that are Big Data ready.  Sign up for a workshop near you here.

IBM Japan and Canon Marketing Japan join together for a new Cognitive technology

Are you bilingual?

Do you know what I am thinking?

Can you read Japanese?  You might not, but IBM’s new Cognitive capture technology sure does.  The Cognitive era is upon us and we must embrace the fact that technology now thinks like a human, as scary as that may be for some of us to consider let alone embrace. IBM and Canon have embraced this new era in cognitive technology and joined forces to produce a solution that combines both Japanese OCR recognition software and Cognitive capture technology.

In Japan, there are many organizations within key industries that have complex capture requirements.  Industries such as Insurance, Finance, Healthcare and Government have high volume capture requirements for variable complex documents.   It is time to work smarter and embrace a Cognitive solution, which uses natural language processing and a Japanese handwriting OCR engine to mimic the way a knowledge worker thinks.   It is a combination of the best of both worlds; the advanced classification and verification of IBM Datacap and the Japanese OCR engine from Rosetta-Stone.

This partnership or marriage of technology will allow many organizations to now utilize a world-class capture solution to add tremendous efficiency within their working environment.   It is within various lines of business that organizations must now leverage this type of technology to stay competitive in the marketplace.   Just as the Japanese Sumo wrestler must leverage knowledge and strength to throw the competition out of the circle to win, new businesses in Japan will be leveraging this new technology to beat their competition with efficiency.

If your organization or line of business is struggling to capture Japanese documents, please consider learning more about IBM’s new Cognitive capture technology.  This cognitive computing could put you ahead of your competition and in the winner’s circle.

Read our press release to find out more information on this partnership.