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Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  datacap imaging content management ecm capture 2,227 Visits
One of the things that I like about my job is that I get to talk to IBM customers who have automated their business processes with document capture and imaging software. I ask them how much money they saved, how many errors eliminated, how much faster they can process a claim or an invoice or a mortgage, and generally how much “smarter” their organization is now that they have replaced a paper-based process.
Almost always, our conversation focuses on process improvement and cost savings. We do diagrams to show how much was streamlined and use special calculators to determine how much money they saved. And then I write up a case study to document it.
It’s not a bad life.
Or at least it was, until recently, when I had a revelation thrust upon me by a customer in the healthcare industry, who told me, “We didn’t buy the solution to save money. We bought it to make our patients healthier.”
That’s when light dawned in the rock garden. Process improvement and cost savings are important, sure, but there’s a bigger picture. There’s the person who is receiving the product or the service and they too benefit from a smarter organization. In fact, isn’t the whole point of the endeavor to improve the experience had by the customer (or the patient or the citizen or the student)?
It may sound obvious, but here I was, nearly wrenching my arm trying to pat myself on the back about how much money is being saved. Sometimes, we become so accustomed to focusing on the little picture, that we forget that there is a big picture. But thanks to the document scanning manager of a major hospital network who scans medical records so that a physician in the emergency room can access them to treat a patient, I now understand that document capture and imaging is much more than a way to trim costs, it can improve the lives of people.
See what's possible in Document Imaging and Capture in your industry. IBM's largest
Guest Blog by David Yockelson, Program Director, Product Marketing for ACM/BPM
Fraudsters continue to invest in new tricks to cheat commercial enterprises, and many organizations are finding it hard to keep up. But now we’re introducing an integrated capability that matches the best fraud analysis and visualization capability on the market with the most flexible and comprehensive case management platform, a pairing designed to beat the fraudsters now and allow organizations the flexibility to defeat them into the future.
I2, an IBM acquisition, provides leading technology to amass, analyze, and visualize wide varieties of data indicating potential fraudulent activities. It’s been implemented not only to combat commercial and public sector fraud, but also trusted by law enforcement and public safety organizations world wide for crime prevention.
Currently in its second release, IBM Case Manager (ICM) has been implemented world wide in solutions across industries including insurance, banking, manufacturing, public sector, healthcare, and others. ICM’s persistent case object model maintains critical information of all types in context throughout a case’s lifecycle. ICM’s dynamic tasking enables it to easily address the widest variety of unpredictable business use cases; and its business analyst-friendly design facilities speed time to value for solutions.
Together, I2 and ICM can provide organizations the ability to detect, analyze, and investigate potential criminal activity, leveraging a flexible platform that can address not only current needs related to fraud but can also keep pace with anything those nasty fraudsters can cook up.
To know more about how i2 and IBM Case Manager work together to manage fraud investigations attend the EAC4127A session at IOD2012. Bookmark session on http://iodsmartsite.com/
Modern banking has improved leaps and bounds when it comes to extending a variety of services to customers- multiple access channels, a wide variety of products and services and 24/7 access to information and help- making banking for customers simple and easy. On the other side of the counter, inside the bank things have become very complex; in order to satisfy this ever increasing customer expectation and competitive pressure.
Not so long ago, the process of opening a new bank account or for that matter executing most banking transactions was a simple matter of a customer visiting a branch location, filling out a form or two and they were done.
Today, however, even the basic functions of account opening and loan processing are much more complex. Banks have to make seamless provisions for the multiple channels for account opening, the wide variety of account products, to meet regulatory requirements and counter fraud.
Loan origination and processing is also much more complex, it includes all kinds of customer profiling and assessments to perform, new regulation such as QRM (qualified residential mortgage) requiring the lender to validate the borrower’s ability to repay the loan - resulting in a growing number of documents, more stringent information validation transforming the primary business processes into complex customer interactions.
More customer information, new data types delivered through a growing number of channels makes it difficult to capture, classify and assimilate into actionable content when the customer is engaged.
There is no argument, leveraging increased customer information in real time will have a positive impact on credit risk management, fraud interdiction, revenue growth and compliance—but because financial institutions are inundated with both structured and unstructured data, they are being overwhelmed with information and have outstripped traditional front office customer systems.
In order to remain competitive and drive efficiency in business processes banking institutions need to know which business functions have grown in complexities so as to warrant taking a new approach: managing these complex processes as a “case” not as a process.
To know more attend the IBM Case Manager and IBM Forms Deliver for Union Bank and ELG-2844 Improving Information Economics with Defensible Disposal at BNY Mellon sessions at Information On Demand 2012.
These two of over 700 exciting sessions offered at Information On Demand 2012. Don’t forget to register before August 31 to save $300 off your registration fee.
Sanjay Kupae 2700050U55 email@example.com Tags:  datacap ecm content smarter capture 2,280 Visits
The word “engage” is, er, how can I put it? Engaging! It has many meanings. We engage in thought and activities when we devote our attention. It can refer to hiring someone or renting an apartment. Cars go forward because the gears are engaged. And, unless you are commitment-phobic, you get engaged and then you get married.
Engagement is central to any successful business. People buy products that are engaging, but they stay customers with companies that engage with them. In the days of Main Street shopping, engagement was as simple as a winning smile and the willingness to listen to customers expand on the details of various ailments and gossip about relatives. And, of course, it was about customer service – responding to complaints before they were shared with others down the street.
In today’s mobile and connected marketplace, engaging with your customer – or with your suppliers, or patients, or even employees, is an act of defiance! Your customer may never walk in the door. Your marketing systems may not “speak” to your order fulfillment system – and both may have nothing to do with customer service. But to engage with your customer, I mean really engage in the sense of knowing them like a Main Street proprietor knows their daily walk-in customers – customer service, for example, should know the communications preferences that the customer set on a web site and were used in marketing.
The most successful businesses now are focusing on the last frontier of automation: breaking down the barriers between their “automation” systems so that they can re-engage with their customers: an effective ECM system delivers efficiency – while improving customer acquisition, servicing, and retention.
Customer service can be just a matter of answering the phone, but a customer interaction case management system that breaks barriers between internal information silos and handles the randomness of human interactions, engages with customers in the way they want to be engaged – personally!
Good ECM tools will improve productivity… but more importantly, and more relevantly to life at the speed of an iPad, they help organizations engage with customers, with suppliers, with citizens, with you and me – all in ways that make us feel like we are talking to the local news agent who we visited every day for the last ten years.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  content ecm smarter blau scott commerce 2,408 Visits
When I think about what Smarter Commerce can mean to a customer, I think of all the reasons I love shopping on Main Street. I don’t do a lot of shopping in person, but when I do, I have pretty high expectations. The places I go to – and return to – all share some common characteristics:
- They know me. I can tell because when I walk in the door, someone smiles at me like a friend!
- They remember me. At my café, I don’t need to ask each time for skim milk in my coffee.
- They take care of me. When I have a question about my bill, they look over my shoulder at it and we go line-by-line to sort out the issue.
These days most of my shopping is actually done online. It’s a very different experience from shopping in a store. When I go into an online shop nobody smiles at me. They rarely remember much about me. And when I have a question about the bill… ouch! The out-of-touch call center can’t really take care of me and rarely can even look at the same bill I’m looking at. There is very little that is “smart” about this commerce.
Sure, eCommerce has changed the way I shop and my expectations on the speed of transactions, but I still miss the human touch from the era of Main Street shopping. It’s harder than ever to satisfy me as a consumer, because now I want the best of eCommerce married to the best of Main Street. I want truly smarter commerce!
- To get instant – and accurate – feedback on my transactions based on my input
- To have a personalized experience where “the system” knows me and remembers my preferences, “anticipating” my next move
- And when I speak to someone on the phone – I really expect them to take care of me as a valuable customer!
Organizations are full of systems that don’t speak to each other
To meet these high expectations requires a concerted (some may say monumental) effort to break down the barriers between systems. If I’m calling Customer Service, I don’t want to explain what products I have purchased from the company. If I am disputing a charge on a bill that I have in my hand, I expect the person on the other end of the phone to be able to see exactly the same bill I am looking at.
Being able to meet my Main Street expectations in the eCommerce world is where smarter commerce started at IBM twenty years ago, long before the term “Smarter Commerce” was coined. A product now called Content Manager On Demand (CMOD) made it easy to efficiently store images of bills being printed before they were sent to customers. So when I call the company to sort out a billing issue, the customer service rep can easily pull up my bill and see exactly what I am seeing. That’s a good place to start to deliver excellent customer service.
ECM bridges the gap between siloed systems
ECM is good at this because it represents a set of technologies that often are used to span otherwise rigidly siloed systems within an organization. Document imaging often does exactly that – making documents that originate in one area of the business, say orders, available in other areas, such as Customer Service. This is important when customer service wants to see, for example, a customer’s original purchase order.
Case Management – another ECM technology – is great at managing customer interactions in Support or Customer Service. It excels because it avoids using rigid process management. Instead, case management offers the ability to deal with the ‘randomness’ of customers who don’t always fit into pre-defined patterns of interaction. Turns out that when your customers are people they tend to behave like people!! And people don’t tend to follow pre-defined patterns of interaction.
Paper documents continue to challenge organizations that have otherwise committed to electronic commerce. They have paper order forms that won’t go away and paper invoices. Document capture technologies – like OCR and ICR – turn paper into an electronic, “p2e,” compliment to eCommerce. And these ECM staples are at their best when they dovetail with an organization’s existing electronic systems.
ECM: Turning eCommerce into Smarter Commerce
Commerce gets smarter, a step at a time, by using technologies that help hide “systems” and instead present a personal face to our customers, our suppliers, and even our employees. I see IBM ECM as a good place to start transforming your eCommerce into something as pleasurable as Main Street shopping – that’s when commerce really gets smarter!
To know more about how ECM drives Smarter Commerce, attend our sessions on Smarter Processes for Smarter Commerce and Find the Voice of Customer at IBM Smarter Commerce Global Summit, Orlando 2012 from September 5th to 7th. To know more about the sessions and register to attend the IBM Smarter Commerce Global Summit 2012 visit the micro-site