IBM Datacap Mobile trial is here!

Today’s Post by: Mandeep Cheema, Content Marketing, Capture & Imaging, IBM ECM

Don’t get left behind.

There are more smartphones in the world than personal computers, and last year alone mobile computing grew by over 80 percent. Mobile computing is on the rise, and mobile document capture is the next logical step for organizations in document-intensive fields such as banking, insurance, government, healthcare and education. Mobile document capture allows employees and customers to capture documents from their point of origin and upload them whenever they want, wherever they are. There are plenty of possible use cases for mobile document capture, including loan origination processes, claims adjusters in the field, college application preparation, check-scanning applications, and delivery personnel.

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IBM Datacap Mobile enables document images and photos to be taken and submitted at any time, from anywhere using cameras on smartphones or tablets. The state-of-the-art mobile interface enables users with a broad range of devices to connect to the business processes, applications and repositories that drive successful outcomes. Now, organizations can empower their customers and workers by using a ready-to-go mobile app client (downloadable at App Store or Google Play) or by using a software developer’s kit (SDK) to embed IBM Datacap Mobile capture capabilities into their mobile applications. For instance, a customer involved in a minor car accident can take photos of the damaged vehicle at the scene and upload them to their insurance company to begin the claims submission process immediately. Citizens can apply for public programs and easily submit any required documentation, such as an earnings statement or proof of employment, without visiting a service center.

IBM Datacap Mobile capture capabilities can also be deployed as part of a larger move from traditional, centralized capture to a distributed capture model. By expanding the number of available document input channels Datacap Mobile helps lessen an organization’s reliance on centralized devices such as scanners, fax machines and multi-function devices (MFDs).

IBM not only helps organizations improve efficiency and quality by enabling mobile capture, but also supports enterprise-wide deployment of captured information for use in an organization’s work processes. IBM Datacap’s capture capabilities are tightly integrated with IBM Enterprise Content Management (ECM) repositories. Once IBM Datacap performs document capture and data extraction, the various forms of input—such as medical claims, trailing loan documents or check images—all feed into the ECM system.

Click here to try IBM Datacap Mobile and begin your journey to capture documents from mobile devices and increases responsiveness.

IT can now turn from a Worrier to a Warrior by connecting these dots…

Today’s Post by: Noah Kuttler, Portfolio Marketing, IBM ECM and Box

As far as skills go, “worrying” is quite possibly one of the most useful things going for the modern IT manager.

Nobody wants to be the person who approved the solution that was easy enough for a script kiddie to crack between Minecraft sessions.

But it’s not just security that the best IT professionals worry about. The IT professionals I know who have been successful also worry about growth.

In systems we’d call it “head room” but it’s really about two things when you think about it.

First, it’s about scalability. We called the “abilities” back in the day (reliability, availability and scalability) but simply put it’s about the solution always being available and ready for the user.

Second, the modern IT manager is also worrying about functionality (we can call it “functionability” if we want to stick with adding it as an “ability”).

When there’s in investment made in a solution today, is it going to be compatible with the things we have today? What about with the things that I know that I need tomorrow? Or even more important, is it going to be compatible with the things that I don’t know that I need tomorrow?

See. This is where worrying becomes such an important part of the job.

And yet, the problem with worrying too much about these sort of things is that it stalls innovation at an organization. And your business professionals might find themselves without the tools they need because IT hasn’t found something that satisfies their concerns. This will force them to find their own solutions without you. And cloud makes it easy for them to do this before you even catch wind of the fact that they’re even shopping around.

As someone who has been working on the strategic partnership with Box for nearly a year now, I can tell you that Box is about reducing worry when implementing a secure cloud collaboration solution. It covers all of the worries that they might have. Be it security, scalability or mobility.

Box is a secure content collaboration solution and the emphasis starts on security. Security for Box is layered and provides visibility, audit trails and granular levels of permissions that ensure that only the right people have the right levels of access to the content they need access to; and that’s including external users. Box’s ease of use encourages business users to use this solution and adopt itso you are saved the problem of implementing a complicated solution that no one uses.

From an “ability” standpoint, Box is always on. As a cloud service, it’s there when you or your colleagues need to have access to it. And that’s on all of your devices. Desktop. Mobile. All your content is on Box.

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But the game changer is around integrations. Box integrates with leading business applications and we as IBM have taken it one step further with our ECM portfolio integrations. Box is able to “plug into” IBM ECM solutions to extend functionality beyond what is available in Box. This means advanced capture, case management and all sorts of new concepts and ideas for how you can take content from Box and bring it to provide new value to either existing or new applications.

Less to worry about, more to implement and lots of check boxes in the “abilities.”

For more on the Box solution, we’ve written an eBook that does a great job to reduce your worry for implementing this solution and to help you become a warrior.

What are the sources of a technology decision delay?

Today’s Post by: Ralph Sherman, Senior Manager at Image Process Design, LLC.

Insurance companies are frequently in a quandary. Faced with changing regulations, mergers and acquisitions, and increased competition, prioritizing these challenges alone can be cumbersome. Throw in the decision to invest and implement an Enterprise Content Management system, and it can feel downright impossible and intimidating. It is easy to focus on the investment costs and risks and downplay the benefits and returns. Over the course of the next few months, this blog series will focus on various aspects centered around one critical question for insurance agencies: what is the cost of delaying a technology decision?

When an insurance company looks to make an ECM decision, this usually involves making improvement in critical knowledge worker areas, such as: Claims, New Business/Underwriting and Policy Owner/Member Services. ECM modernizes the user experience and adds missing capabilities including work flows, case management, rules, content management, integration, analytics and mobile collaboration with customers. Tied heavily into this decision is the need to make a technology decision.

What is a technology decision, specifically for insurance?

A technology decision is an investment in hardware and software technology which includes major enterprise technology purchases. These decisions frequently involve input from multiple stakeholders. Technology investments are driven by the need to improve business agility, improve ROI, lower operational costs and streamline processes. However, a new tech driver has taken precedent: the client. The client is demanding that insurers have a complete picture of their needs and it requires departmental technology that aligns across all lines of business and can be accessed from anywhere. Technology decisions are complex and cumbersome because there are multiple stakeholders and because it requires forecasting and prediction: predicting immediate and future needs and impacts of our decisions, such as picking a product, choosing a vendor, funding a project or launching a new program altogether. This can be daunting and overwhelming to the most agile enterprises. As a result, we can become paralyzed in our decision making process.

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Now, let’s dive into five possible sources of delay for this technology decision.

  • Unknown Fear – Many business units do not know how best to manage a technology decision. How do you identify what systems are even available?
    • Solution: identify experts and reach out to peers to learn how they approached similar decisions
  • Lack of capital – To implement a new system can be costly and often requires significant funding at the onset of the project. Many companies are concerned about ways to delay costs until benefits are achieved.
    • Solution: Consider a SaaS solution that allows insurance companies to invest at a lower capital commitment.
  • Resistance – Inevitably, there will always be staffers that disagree on the implementation of a large scale system. These nay-sayers can derail an entire project fairly quickly.
    • Solution: Educate and obtain buy-in early on. Share success stories from experts and peers.
  • Everyday work demands – Frequently, insurance companies are consumed with day-to-day issues, heavy workloads and various outside pressures that interfere with time available to develop a strategic plan for the implementation of a new system.
    • Solution: Waiting for a catastrophe is an ineffective way of operating a business! As soon as you realize you have a problem, react – search for a solution, evaluate options, and consider implementing a packaged solution. You and your company will be happy to see rapid benefits from the implementation, rather than try and scramble after disaster hits.
  • Cost Overruns – Unexpected costs due to underestimation of actual cost during budgeting can be nerve racking and costly.
    • Solution: Packaged solutions can often be done at a fixed price with most of the functionality pre-built and available for immediate proof of concept or pilot. Consider SaaS over on-premise installation because the costs can be lower and variable based on actual usage. Additionally, internal resources are frequently minimized when SaaS is used. Many customers report lower upgrade costs in the future.

Don’t delay your journey into transforming your insurance company. Start off with our complimentary webinar on-demand from Insurance Networking News on how to infuse customer centricity into your business. This webinar will discuss ways leading insurers are using digital technology to help overcome the challenges surrounding staying customer-centric. Watch now: http://bit.ly/1QUB476.

IBM and DocuSign Strategic Partnership: Accelerate the Path to Digital Transformation

Today’s Post by: Trent Shupe, Portfolio Marketing Manager, Case Management and Smarter Process, IBM

I was in San Francisco last week for the DocuSign Momentum event. It was a really great conference located in one of my favorite cities. At the event, we announced a strategic partnership between IBM and DocuSign. Most people are familiar with DocuSign. They are the leader in eSignature and Transaction Management. Chances are, most of us have already used DocuSign at some point, whether it was for a mortgage or loan application, or maybe just to order a pizza.

This new partnership is really all about helping companies accelerate the path to digital transformation by providing a secure and flexible platform for transaction management.   Companies will be able to replace paper-based manual (analog) transactions to reduce time, friction, and human error from the workflow. While the partnership applies to many parts of IBM, I am particularly excited about how it will apply to Enterprise Content Management. IBM intends to integrate DocuSign into Case Manager to provide a secure and reliable platform for optimizing business outcomes in processes requiring digital signatures.

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The planned integration will apply to any process that requires an eSignature, but I expect it to be particularly helpful for use cases like On-boarding, Contracts Management and Legal Matter Management. I’m really excited to see how this partnership will help transform companies accelerate their path to digital transformation.

To learn more about this exciting new partnership, check out our webpage and be sure to sign up for the free webcast on May 19th.

IBM Content 2016: Sneak Peek at Business Partner Sponsors

Today’s Post By: Caroline Seymour, Director, IBM ECM Marketing

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IBM Content 2016 — ECM’s signature event series — is coming to Austin, TX this week! It’s not too late to register for this exciting event.

Don’t miss out on the opportunity to interact with subject matter experts, IBM executives, and Business Partners and learn about the latest practices in customer on-boarding and customer communications.

This half day event is filled with opportunities to:

  • Learn how to enable mobile employees to run your business in real time
  • Add cognitive controls to business processes through predictive, investigative and historical analytics
  • Discuss with experts on improving customer centricity, business agility, and content collaboration
  • Protect critical content but make it readily available to those who need it

Take advantage of this opportunity to learn about next generation solutions, technologies, and practices to transform the way you work and escape content chaos.

I’d like to take this opportunity to highlight the different Business Partners and Partners who are sponsoring our Meet the Expert Demo Area. Be sure to visit their booths to learn more about their solutions:

Actiance: Actiance is the leader in communications compliance, archiving and analytics. They provide compliance across the broadest set of communications and social channels. Actiance customers manage over 500 million daily conversations across 70 channels and growing. Learn more at www.actiance.com

Adjacent Technologies: Adjacent Technologies, an award-winning IBM Premier Business Partner, provides strategic ECM consulting and integration to the legal, government, and energy industries. The partner leads in innovation, with expertise in Cloud ECM and Case Management, with clients live in PaaS and SaaS models for over 5 years. Learn more at www.adjacent-tech.com

Box: Box is transforming the way people and organizations work. As the world’s leading enterprise software platform for content collaboration, Box helps business of all sizes in all industries securely access and manage their critical information in the cloud. To learn more about Box, visit www.box.com

CENIT North America, Inc.: CENIT specializes in improving performance and availability of IBM ECM applications to meet growing service quality requirements and avoid content chaos. Focusing on Service Level Management, CENIT is the expert for IBM ECM System Monitor (ESM) implementations, trainings and value-adding solutions. CENIT ESM projects are turnkey implementations tailored to customer-specific needs, enriched with CENIT Best Practices. Learn more at http://www.cenit.com/

enChoice: enChoice provides ECM software solutions that improve time-to-solution, user experience as well as backup and recovery service levels. Software solutions are complemented by end-to-end ECM services and a unique “single point of contact” support program. The company is recognized industry-wide for its innovative, application-aware solutions for IBM FileNet and IBM Content Manager. Learn more at www.enchoice.com

Genus Technologies: Genus Technologies are content experts. They unify the management of enterprise content (documents, images, audio and video), giving clients centralized control over digital assets. As an IBM Premier partner, they automate the process of creating, capturing, managing and sharing digital content, so clients can achieve more across departments, channels and geographies. Learn more at www.genusllc.com

Imagine Solutions: Imagine Solutions Help companies of all sizes, all industries, all configuration, get the most value out of their Enterprise Content Management (ECM) investments. Learn more at http://www.imaginesolutions.com/

Seclore: Seclore, the most automated and adopted Enterprise Rights Management solution, enables organizations to control the usage of information, wherever it may go. They offer the ability to enforce who can view, edit, copy and re-distribute files as well as who can audit, from which device and for how long. They empower organizations to embrace external collaboration with confidence. Learn more at www.seclore.com

We look forward to seeing you at one of our upcoming events! Register today and I will see you in Austin!

Leveraging Datacap for Large Volume Insurance Operations

Today’s Post By: Chris Leach, Director of Perficient

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Online forms, paperless processing, mobile applications, digital transformation – all part of the wave of the future.  Still, today’s property and casualty insurers remain inundated by paper. One large national insurer recently upgraded their entire ECM infrastructure from FileNet Image Services to FileNet Content Manager, including the replacement of number of ingestion channels with Datacap.

To help quantify “large”, this particular organization ingests between 400,000 and 500,000 documents per day. These documents come from numerous sources. Scanned and faxed documents represent about ½ of the volume, with content from electronic feeds making up the balance.

The nature of the operations is such that there isn’t the need – nor the business value – to try to capture field-by-field data. For the most part, this kind of data (accident date, VIN, policy number, insured’s name, etc.) is already entered online, usually at time of First Notice of Loss. With the subsequent incoming content, all that is generally needed is a claim or policy number to match the inbound document to the correct folder – and to initiate a workflow process.

This matching process, however, can be tedious. Inbound faxes and scanned documents are unstructured, and claim/policy information can appear anywhere on the document. This presents two problems. First, documents need to be manually indexed. And second, because the content on the documents is generally free-form, the needed information – policy or claim number – can appear anywhere on the document. Index users must scan through the content looking for the right information, and then key that information. The need to search through the document and locate the information makes the indexing process significantly slower.

Enter Datacap.

This insurance customer opted to take advantage of Datacap’s full-text OCR capability on each inbound scanned and faxed document. This generates text output for each clearly discernable word on the page. Datacap then searches through those words to locate a claim number.

In this scenario, the claim number will (a) follow a specific numeric pattern; and (b) contain a check digit. By using Datacap to automatically search for the claim or policy number anywhere in the document and then applying specific business rules to validate the claim number, the time required to index this huge volume of documents is significantly reduced.

This insurance customer was able to optimize its Datacap-based OCR solution with two simple steps:

  • Upfront analysis: First, by analyzing fax and scanned documents at the outset of the project, it was determined that if a policy or claim number appears on the document, it does so somewhere on the first two pages about 99% of the time. By limiting the full text OCR to the first two pages of each document (rather than searching every page, where the average document size is 8 pages), this increases the OCR throughput by a factor of 4, with very negligible impact on the number of documents that can be automatically indexed.
  • Validating and augmenting the data: Second, by leveraging Datacap’s ability to invoke a web service to both validate the claim number and to obtain other necessary index fields, this insurer is able to minimize the amount of manual keying required.

With this combined approach, this insurer is able to automatically index over 75% of inbound documents with no user intervention – and the success rate climbs to over 90% of those documents with a legible, valid claim number! Overall, this allows complete straight-through indexing of a large volume of inbound, totally unstructured documents. This reduces the labor involved in indexing and increases the speed with which these time-sensitive document reach the claim and policy processors.

To find out more about Datacap, please visit: ibm.com/datacap

 

Easy Document Capture for effective customer engagement

Today’s Post by: Patrick Chestnot, Product Manager, IBM Analytics

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Mobile engagement is no longer optional for today’s businesses: it is mandatory. Smartphones and tablets enable employees and customers to be productive no matter where they are—at the office, on the go or at home. People and organizations across all industries are transacting business online, and mobile is becoming more important as a channel or doing so.

IBM Datacap with mobile capture enables document images and photos to be taken and submitted at any time, from anywhere using cameras on smartphones or tablets. Now, organizations can empower their customers and workers by embedding IBM Datacap capture capabilities into mobile applications such as banking, insurance, or mobile citizen services. For instance, a mobile user can open a new retirement account by simply filling out and signing a form downloaded from the financial institution’s Web site, together with a photo ID and a check, to start and fund the account in a matter of minutes. Likewise, a customer involved in a minor car accident can take photos of the damaged vehicle at the scene and upload them to their insurance company together with a claim form to begin the claim process immediately. Citizens can apply for public programs and easily submit any required documentation, such as an earnings statement or proof of employment, without visiting a service center.

IBM Datacap automatically detects the type of document captured and classifies it into a category such as a claim, a new account application or a delivery confirmation. Data is extracted from the document and displayed on the device screen, where the user can view and edit it to ensure correctness. IBM Datacap can extract document properties from the document, or the user can enter that information directly. Prompts make it simple to capture the right information. The software also performs validation to help ensure the capture is complete and precise.

Customers increasingly expect their interactions with companies to be faster, easier and more personalized. They are used to having the world at their fingertips through their mobile devices. Notably, online banking and mobile banking have become commonplace. Using the IBM Datacap Mobile development toolkit, you can design very engaging custom user interfaces to guide the users in providing exactly what’s needed, with the best possible user experience. But how can financial industries like banking, insurance and wealth management transform to meet these customer expectations? Are there ways banks can make the document-intensive mortgage application process faster? And how can insurers streamline the claims process to speed up claim resolution and reduce customer churn? One technology that is making a difference across industries is mobile capture.

Check out our new demo on IBM Datacap Mobile to learn more.

Box Zones and IBM ECM

Today’s Post by: Rich Howarth,Vice President, ECM Products and Strategy

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At Box World Tour in London today, Box announced Box Zones as a solution for clients to choose the location of their storage when using Box.

The press release goes into detail on how IBM Cloud will be supporting this announcement for our clients in Europe and Asia Pacific but in summary this is another innovation that will help with ECM adoption across your organization.

Many of our ECM clients in other countries as well as multinational firms have requirements on where their data is stored.  To that end, Box Zones with IBM Cloud and IBM Cloud Object Storage allow our clients to take control and select their storage location in Box for data with geo-compliance security and/or performance requirements, and quickly, easily access and manage their data.

These solutions deliver uncompromising transparency, choice and control as to where content resides. With both regional and geo-dispersed placement of data, this partnership effectively supports a wide spectrum of performance, compliance and availability requirements.

And, once clients have Box data in their countries they can begin to work on hybrid cloud infrastructures with ECM solutions such as IBM Datacap on Cloud and IBM Case Manager on Cloud to bring further functionality and capabilities to what they can do with Box content.

In addition, with content centralized, and managed, clients will be able to build applications with IBM Content Navigator that bring together content from Box with content from on-premises systems-of-record applications in a single interface.

This announcement of IBM Cloud and Box Zones is another great example of how IBM and Box are innovating to deliver value for our clients.

Aaron Levie from Box has a great blog that goes into detail on the offering.

In addition, Tim Kounadis, Director of Marketing for IBM Cloud Object Storage (Cleversafe, an IBM Company) and Russ Kennedy, Product Strategy & Customer Success (Cleversafe, an IBM Company) have recorded a webinar on the benefits of using IBM Cloud with Box Zones.

The details on our previous integrations as well as a link to signup for the 30 day free trial of Box can be found at http://ibm.biz/ecm-and-box

More to come from the partnership as we go further into 2016.

Empower Your Claims Reps by Putting Content to Work

Today’s Post By: Will Sellenraad, Principal, Insurance, Pyramid Solutions, Inc.

Imagine cutting 13 minutes off the time it takes to process every claim.

Now…

  • Multiply 13 minutes by the number of claims a single handler processes in one week
  • Multiply that time by the number of handlers your institution has
  • Finally, multiply that by the 52 weeks in a year

That’s how much time your organization could save in one year by providing your handlers with the right tools to process claims.

Your claims reps will only be as good as the tools provided to them. That’s why it is the institution’s job to empower its claims reps by providing them with a variety of tools and tactics to successfully and efficiently process a claim.

One of these tools is an interface that provides a 360-degree view of a claim.

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When a customer calls, a representative will have the entire customer claim file in front of them to answer any and all questions the customer may have-from items still in processing stages, to images the customer submitted, to past customer claims and information. The handler does not have to jump from one application to another searching for relevant items, which saves 10-15 minutes of time for every claim, for every claim rep.

This is what advanced case management is all about. It’s based on a solid content foundation that makes insight, accessibility and visibility possible. Tools that support a solid content foundation are context-based searching, document bookmarking and tagging, parallel processing and document split and merge.

Case and capture solutions enable organizations to capture content from virtually any channel in real time, update cases for a 360-degree view of a customer and manage content for its lifetime based on a solid content foundation.

By investing in tools that empower your claims reps, you’re investing in your organization’s success. Saved time and smarter claims reps means more claims processed and happier, loyal customers.

To learn more about the different ways you can empower your claims reps, watch our 10-minute on-demand webcast: Empowering Your Claims Reps.

Watch Now!

Collaboration with control. No more compromises.

Today’s Post By: Huzefa Hakim, Senior Offering Leader, IBM ECM

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In my last blog, I covered how an Application Development Executive is entrusted to meet the demands of both the business and end-users and break down barriers for collaboration. When an organization is able to provide users with the ability to manage content, securely share it with internal and external users and increase their productivity it transforms the way work gets done.

However, when organizations try to use such collaboration tools inefficiently, it raises various concerns about security, efficiency and collaboration overload. A recent study by Harvard, points out that the time spent by managers and employees in collaborative activities has ballooned by 50% or more. So as employees get more and more involved in collaboration activities, it leaves little time for actual work which severely impacts the already declining team productivity.

Organizations today are faced with several challenges to ensure that their employees can meet the needs of the business. Their common concerns include the following:

  • How to prevent the collaboration overload, while still promoting knowledge sharing within the enterprise?
  • How to regain efficiency by the use of these collaboration tools?
  • How to ensure that confidential information is protected?

IBM formed a 10 year strategic partnership with Box to transform work in the cloud and address the above concerns and help organizations manage various elements of collaboration.

For example, there could be multiple ongoing projects and activities at one time and there are tools in Box that can help with the following:

  • Create your project workspace – Create a folder in Box and invite your team to collaborate around the project or the activity. This gives your  users access to any content in the folder they are invited into and any subfolders beneath. This ensures that only the right members of the project are collaborating in a secure way.
  • Organize your workspace – As members take different roles in a project, you can assign different roles like owners,contributors and reviewers in your workspace. In your folder, Box allows you to assign a variety of specific roles such as owners, co-owners, document editors, content uploaders and reviewers. This establishes clear permissions for each user working on different files in the designated workspace.
  • Improve efficiency – With Box’s collaboration capabilities you can streamline communication related to the tasks in your project. Using these collaboration tools users can manage tasks, add comments around the files and content that they are working on and alert other members for issues and risks. Also, this creates a history and audit trail of activities that can be used for future reference.
  • Secure file sharing with stakeholders – Box provides the ability to share links to your project files with stakeholders – both internal and external. Your internal stakeholders within your company can view the files using Box links. And often there would also be a need to share a file with external shareholders, such as your prospects, clients and partners. Box offers advanced levels of file protection for sharing the content with people outside your team by:
    • Protect the file share link with a password to prevent unauthorized access
    • Set link expiration to enable time-bound access to content
    • Prevent users from downloading the document and allow view only access

Also, project collaborators can have the complete file access information to determine which users have viewed or downloaded the shared documents.

With this level of flexibility in a collaboration tool like Box, you can not only improve productivity in your enterprise but also have complete visibility and control of how your company’s content is used and shared by your employees.

Box is the leader in cloud content management and collaboration solutions. IBM is a proven leader in providing secure solutions for cloud, mobile, and social engagement. IBM and Box together are transforming how work gets done by delivering the right information to right people, customers and partners wherever they are. To know more visit: http://ibm.biz/ecm-and-box

A 30-day free trial of Box is now available for you to try these features.

Join the conversation by using #IBMandBox. Tweet to: @IBM_ECM and me @zefahakim

Author Biography:

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Huzefa Hakim is the Senior Offering Leader for the Enterprise Content Management at IBM. Huzefa drives the product strategy for Box and Cloud within Enterprise Content Management.

Huzefa has 15 years of experience and has held leadership positions in strategy, product management and product development within IBM. Huzefa holds a Master’s degree in Business Administration from University of California at Irvine and a Bachelor’s degree in Computer Science from University of Bombay. He resides in Laguna Hills in sunny Southern California.