Modified by Neil Parrott firstname.lastname@example.org
We have all experienced bad or indifferent customer service. Immediate reactions may include frustration and anger. This may be followed by a focused effort to seek out an alternative product or service provider.
But, the longer term repercussions may be much more serious for an organization. Customers may share their bad experiences with colleagues and friends. Truly awful experiences may result in derogatory blog posts and social media broadasts accessible to anyone with an internet connection.
The flip side is that good customer service can benefit an organization like never before. As this Time – Business and Money article states “We live in an age where a business can thrive or die based on how it understands and approaches customer engagement”. Customer Service, the stakes have never been higher.
I encourage you to read this post by David Jenness which discusses how happy employees can improve customer service. Plus, details about Information On Demand (IOD) conference tracks that will discuss how IBM Content Manager OnDemand is being used to Optimize Customer Communications and Self-Service.
When we talk about Social uses of Enterprise Content Management (ECM) solutions, I immediately am reminded of Len Schlessinger. Back in the late 1980s, I was writing speeches for corporate CEOs. It forced me to stay very current on business theory and practices. For one assignment, the CEO of Arrow Electronics, a highly intelligent fellow with degrees from Harvard Law School and Harvard Business School, lent me a cassette tape of a lecture he had attended at Harvard. I popped the tape in and I haven’t thought about customer service in the same way since.
Leonard (Len) Schlessinger was the professor and his topic was customer service and he began by telling stories of good and bad customer experiences. Before joining the faculty at Harvard, he had been the CEO of an American coffee and pastry chain called Au Bon Pain. His stories came from his experiences as CEO and later as a consultant to many organizations in the fast food business.
In story after story, he portrayed the “moments of truth” between customer and customer-facing employee, driving home the point that the long term success of a brand hinges on the quality of the interaction at the “counter.” At Au Bon Pain, Schlessinger began to educate employees on the “value of the customer.” A woman may stop in for coffee and pastry on the way to work and spend $4. Yet if that woman returns 3 days a week, she spends $12. Over 50 weeks in a year, she’ll spend $600. And over 5 years, her loyalty will add up to $3,000. Schlessinger encouraged his employees to look at customers as a long term revenue stream.
Then he discovered something that seemed to contradict the philosophy of every fast food chain.
While most fast food restaurants are designed for interchangeable minimum wage employees, Schlessinger discovered that customer service levels went up when he rewarded employees with responsibility, provided a great work environment, and tools that empowered them to deliver customer satisfaction. When employees like a company, they stay longer, learn more about the products and services, and have a personal stake in making the customer happy. Schlessinger’s revelation is spelled out in the book he co-authored, “The Service Profit Chain.”
Of course, there’s a lot of moving parts in a program to deliver service excellence. A key part of it is providing tools that enable employees to work together better and that's where ECM comes in. Schlessinger emphasized the importance of giving customer-facing employees capabilities to help them anticipate and deliver satisfying responses to customers. This is something that IBM has put a lot of thought into as well. One of the tools that IBM has been providing for 20 years is IBM Content Manager OnDemand, a platform for managing customer inquiries on the invoices and statements they receive.
At IBM’s Information On Demand (IOD) conference (Nov. 4-7), you can attend sessions on Content Manager OnDemand, which gives Customer Service Reps (CSRs) in the call center access to images of the invoices and statements that customers most often call about at a single click. Now customers and CSRs are looking at the same documents. For example, attend session ECG-1518A – “Optimizing Customer Communications and Self-Service With High Performance” and make sure that your organization has the Social tools to deliver real customer service excellence.
If you have already signed up for IOD, use the IOD Agenda Builder.
If you haven’t signed up to attend yet, visit the IOD registration page and I hope to see you there!
Are you the LOB Manager or LOB Director, the CTO or the IT Director in your organization? Then the ACM tracks in the ECM Forum are for you. You will learn how to combine information, process and people to provide a complete view of case information and achieve optimized outcomes.
We will be showcasing some of the exciting stuff throughout the course of the event and I am sure you will have your brain stretched with the amount of takeaways we have in store for you! You will learn about the latest solutions and best practices for quickly using content and process management with advanced analytics, business rules, collaboration and social software to help drive better decisions.
Listen to these customer speakers:
Texas Office of the Attorney General: will share how IBM Case Manager helped streamline victims of crime compensation claims at the Texas OAG.
Turner Industries: will share how they are using IBM Case Manager to manage their quality assurance processes.
Great West Life: will share how to resolve multiple business challenges with IBM Case Manager in concert with IBM Business Partner, Ultera’s solution for insurance.
Do plan to attend these top sessions:
Please visit the EXPO to learn more about IBM Case Manager and Case Management Solutions:
§ Stop by the Case Management pedestals to learn more about IBM Case Manager 5.2 and how it enables mobile solutions
§ See 15+ Business Partners at the EXPO with case management solutions
§ Visit the Smarter Process pedestal
§ Come see the Case Manager and Content Navigator demo at the Demo Gallery
Do not miss our exciting Business Partner solutions:
Adjacent: Award-winning Texas OAG’s Crime Victim Services Division solution to manage the victim application process, eligibility determination, case management and more.
Pyramid Solutions: A new Cloud/SaaS offering built on IBM Case Manager 5.2 from Pyramid Solutions.
IPD: Complex claims solutions: Transforming your operations using IBM Case Manager.
I would really encourage all of you reading this to view the entire IBM ECM ACM Agenda and use the session builder tool to build your personal agenda. So go ahead and put the exciting ACM sessions on your calendar as must do activities. Hope to meet with you at a bigger, better and exciting Information OnDemand Conference 2013
Modified by Scott Blau email@example.com
As a continuation from my previous post, here are some fundamental questions to ask yourself - and others - as you embark on a distributed capture endeavor:
Is it “Usable?”
An intuitive user-interface is essential to facilitate distributed capture. Typically, the people receiving documents are customer-facing, not dedicated and trained capture operators. The solution should provide a clear and simple series of steps to that assure a legible document image…
Can it be “Read?”
A poor image quality or, worse, partially-captured document, will quickly undermine the benefits of distributed capture, especially downstream when it comes time to extract data with optical character recognition (OCR). This is where most mobile telephone cameras struggle to create high enough quality images to avoid laborious manual effort later in the process. For a step up in quality, select a portable scanner – some are no larger than a thick ruler – that attaches to a laptop or mobile device.
What document is it?
The first, most important, piece of information about any scan, is the identity of the document itself. Is it an application, a claim, a change-of-address, etc? That question might be answered by manual input from the person who scanned or took the picture of the document, but it also might be automated through automatic document classification. Remember, your mobile and distributed workforce are not trained capture professionals, so take a belt and suspenders strategy on this one…
Is it Accurate?
Determining the accuracy of content extracted from a document is of prime importance. Whether the extraction is manual, or automated with OCR, you need a set of checks and balances to assure users that the solution can be relied upon. For example, if the software is uncertain, how does it notify a user, and which user is it that gets notified?
Is it Safe?
The security of data is essential to consider, especially when handling customer or other sensitive data. Distributed capture must be considered moving capture into high-risk environments. Make sure you understand what the risk exposure is if a mobile device is lost or stolen in the field.
Is it Faster?
The speed at which the captured document is transferred from the mobile device to your repository or LOB system determines the speed at which it can be processed by the application. The old saying, “a chain is only as strong as its weakest link,” comes into play here. If there is, in fact, a bandwidth limitation for remote users, then the advantages of capturing remotely may be lost in the transfer.
Is it Capable of Handling Anything a User Throws at it?
There are always exceptions and how you manage them is the test of a capture system. Can you add attachments? Can you add a new document you weren’t expecting? Can you annotate a document or route it to a supervisor for review? The closer you are to the customer, the more exceptions you will encounter, so make sure you have the flexibility to handle the unexpected.
Will it work for me?
In most cases, a mobile capture solution will both archive the document images, and route them into a line of business system – as fast as possible for customer satisfaction. For example, an invoice, resume, or contract will be sent to the ERP system. An insurance claim will be forwarded for adjudication. A loan application may link to a case management system, where underwriters will review. A medical document will be appended to the patient’s electronic health record. Make sure your distributed capture system can connect to your business systems and deliver image and data seamlessly.
After all these years in the capture business, I thought things had settled down. People have been saying that document capture is a “mature” technology. And, of course, it is, but the world is changing around us, creating new opportunities. So don’t be shy: if you see a way to shorten the cycles, to deliver better customer service, to improve vendor relations, or to change just about any existing process by capturing documents sooner at distributed/remote locations, then take advantage of the opportunity. Just ask the right questions - and get credible answers – as you navigate to a successful implementation.
Note: An earlier version of this post appeared in April 2013 on John Mancini's Digital Landfill blog.
Follow me on Twitter @CaptureGuru
Are you looking forward to an effective way to collaborate, leverage expertise and business critical knowledge from any device on any platform? If yes, then the Social Content Management (SCM) track in the ECM forum is the right place to be.
Today, a great deal of content is presented in a variety of social forums on mobile devices, the desktop and the web, and businesses need to exploit that content while ensuring proper governance. Join us IBM and ECM industry experts for compelling conversations on how you can take your business to a whole new level: a social business level.
IOD will be host to some very interesting sessions covering social collaboration and how to deliver trusted content to smart devices and tablets across IBM and CMIS compliant repositories.
Visit IOD and leverage this opportunity to network with peers, know more about the latest technology trends, challenges and case studies in social content management, customer experiences, expert opinions and a lot more.
We recommend you attend the following sessions on Social Content Management:
ESC-3566A A Global Social Collaboration and Content Management Architecture and Deployment Strategy, Wednesday, Nov. 6, 1:45 PM-2:45 PM, Lagoon GH
ESC-3354A: Prudential: Using the Best of Both Worlds, Content and Social, Wednesday, Nov.6, 11:15 AM-12:15 PM, Lagoon F
ESC-3305A: Living Social: It Is Not Just About the Conversations and Topics, Monday, Nov.4, 11:30 AM-12:30PM, Lagoon GH
ECG 3754A: IBM Enterprise Content Management Products and Solutions Strategy, Monday, Nov. 4, 3:30-4:30PM, South Seas F
Also IOD provides you a one-time opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. Talk strategy with ECM business leaders, such as Doug Hunt, John Murphy and Carol.Z. Taylor or take a deep dive into SCM with experts from our product and technical teams, including Ian Story, Cengiz Satir and Steve Studer. Don’t miss out!
Learn more about Information on Demand
Modified by Scott Blau firstname.lastname@example.org
It’s a given: the sooner you convert a paper document into an electronic image, the faster, more accurately, and less expensively you process it. Obvious though it may have been, over the 20+ years I’ve been in this business it’s not been an easy insight to act upon.
In the era of MFPs (multifunction peripherals), mobile phones and mobile data plans, it’s easy to forget how tentative data connectivity was even a short time ago. Even in a commercial setting, banks with branches, insurers with independent brokers, in fact, any organization with far-flung activities, all had big concerns about wide-area bandwidth. Scanning of documents and sending them “over the wire” from remote locations was seen as a luxury.
That perspective is changing – fast.
Converting a paper document to digital image as soon as the document is received, or even created, is a strategy now within reach of most organizations, in most parts of the world. It's called distributed document capture. It’s different from the old model of centralized capture, where everything is sent to a central processing center.
The good news is that there are now low-cost desktop scanners, mobile scanners, multi-function peripherals (MFPs), and more than a billion smart phones worldwide that can operate as a capture device. The bad news is that it’s not so simple as simply snapping a photo to be successful with distributed capture. Before you invest in a solution, you need to prepare yourself by asking some key questions... I'm putting some together to share with you in my next post.
Follow me on Twitter @CaptureGuru
Modified by Deepthi Nagarajan email@example.com
Ian Story,Senior Product Manager - Enterprise Content Management,IBM
Something struck me the other day - I haven't used a thumb drive in a long time. These little devices used to be staples of our digital lives, and I'm sure I still have one or two floating around in my briefcase somewhere, yet I couldn't tell you the last time I needed one. In today's connected world, I access content when I need to, where I need to, from whatever device I happen to be on. If I need to send a presentation to someone, I share it via a secure link, instead of copying it onto a thumb drive that will get me into trouble if it falls into the wrong hands. If I need to take a document with me on the road, I sync it to my mobile device, or pull it down for offline editing, and never think twice about it.
I don't think this is just me, in fact, I know it is not - in my job as a Product Manager here at IBM, I talk with our clients and prospects many times a week. They are all doing the same sort of thing, and for our customers, it has never been easier to work with your content wherever you happen to be, thanks to IBM Content Navigator. Content Navigator includes Worklight - our cross platform mobile toolkit; it also includes IBM QuickFile for secure file transfer of any document from your ECM system to anyone in the world. Better still, Content Navigator is available on whatever device you need it on, whether it's an iPhone or your laptop in Microsoft Office or an HTML5 web browser on the latest tablet - providing secure access to your content wherever and whenever you need it. And, with both the Worklight toolkit and a native app for iOS, to say nothing of the aforementioned HTML5 UI that works on any modern mobile device, making your content mobile has never been easier.
So, while the thumb drive is dead, I'm not mourning its loss. I'm happy to not worry about losing the latest secret documents on a tiny thumb drive that may fall out of my pocket in a taxi (at least if I lose my mobile phone, I can remote wipe it). Besides, think of all that extra flash memory manufacturing capacity that can be put to a much better use, like building solid state drives for computers, tablets and phones - giving them that instant-on feeling and being much more rugged and less prone to drives failing. Imagine what the world would be like without solid state drives, with a big excess of flash memory capacity that was being built for thumb drives, sitting around with no place to go...ever plugged a thumb drive into your iPad? Nope, me neither. Yet, on a daily basis, I work with my latest documents, collaborating with my peers all around the world, right there on my iPad, even when I'm disconnected on a plane (which happens less and less these days, in-flight Wi-Fi is almost as cool as Content Navigator). Long live mobile enterprise content management, good bye and good riddance to all the amusing keychain drives with various blinking lights, logos, shaped like little animals and so forth.
And last but not least, since I mentioned the boon of in-flight Wi-Fi above, it made me think of going places on airplanes. If you're still reading this, you should be planning to take a plane (or if you're close enough, some other form of transportation like a taxi or ride a horse or something) to Las Vegas in November, to our Information On Demand conference.
Here are some sessions that you should not miss.
ECG-1536A: IBM Content Navigator: The Enterprise Content Management User Experience,Date:6th November 11:15 AM – 12:15 PM, Mandalay Bay H
EIC-1664A: Creating Enterprise Content Management Mobile Applications Using IBM Worklight and IBM Content Navigator,Date: 6th November, 2013, 3:00 PM-4:00 PM,Location: Lagoon AB
EIC-1788A: Enterprise Content Management Mobile Update and Roundtable, Date: 6th November, 2013,10:00 AM-11:00 AM,Location: Lagoon GH
You can see some of this amazing enterprise content management technology for yourself and also a featured demonstration of ECM and mobile in the ECM keynote at the conference.
I'll be there, maybe I'll even hand out a few antique thumb drives as souvenirs - relics from a day long gone!
Learn More about Information On Demand
Modified by Scott Blau firstname.lastname@example.org
It's time to start planning your agenda for Information On Demand 2013 - aka "IOD," in Las Vegas. Whether you are in IT, Operations, or Finance, IOD is a great networking opportunity: meet with peers, industry experts, and influence the architects of your current solutions. Choose between business, technical, and leadership training sessions, or use the event to expand your understanding of Business Analytics, other Enterprise Content Management (ECM) technologies, and Information Management. There are also special events with todays thought leaders. You will be encouraged to “Think Big,” but maybe just as important, you can also learn how to “Think Fast.”
The main reason to go to IOD? Capture, of course! We're putting the focus on capture in the context of "real-time imaging." What's real-time? That's the time you - and your customers - expect things to happen when they have a smartphone in their hands. Mobile is coming to capture very quickly now. Don't believe me, then come to IOD to see for yourself. We'll be showing that and related distributed/branch capture capabilities and solutions. You'll see what is available today... and if you pay close attention, we'll give you a sneak peak at the future!
Here are some specific real-time imaging sessions to pencil into your agenda... and there are more to come!
EIC-3440A: Time is Money: Coca-Cola Realizes Process Improvements with IBM Datacap, Speaker: Thomas Fantroy, Coca Cola Refreshments, Manager Imaging & Workflow Solutions\Monday, Nov. 4, 10:15 – 11:15 AM, Lagoon U
EIC-1815A: Mobile and Multifunction Peripheral Transactional Capture to IBM Datacap and Enterprise Content Management, Speakers: Anthony Vigliotti, Notable Solutions, Date: 6th November, 2013, 4:30 PM-5:45 PM| Location: Lagoon IJ
EIC-1667A: What's New with Mobile Capture, Speaker: Mattias Marder, IBM, IBM Research - Image Processing and Computer Vision, Thursday, Nov. 7, 10 -11 AM, Lagoon GH
ECG-2224B: Content Integration: A Success Story (Mobile mortgage capture at National Bank of Canada) Speaker: Alain Foisy, National Bank of Canada, ECCM Practice Leader, Tuesday, Nov. 5, 3:00 – 4:00 PM, Lagoon F
Also, be sure to take advantage of the once-a-year opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. I'll be there, but you an also talk strategy with other ECM imaging business leaders, such as Brent Bussell, Feri Clayton,Brian Phelps, and Rick Gawronski. Or take a deep dive in to Document Imaging and Capture with experts from our product and technical teams, including Tom Stuart, Ben Antin, Jim Reimer, Charles Wiecha, Bud Paton and Noel Kropf.
Learn more about Information On Demand
For ongoing IOD updates, follow me on Twitter @CaptureGuru.