Gaye Watanabe 270002ME82 GWATANABE@US.IBM.COM Tags:  cmod start management offerings on demand mulitplatforms content service quick 70 Visits
IBM Content Manager OnDemand helps companies replace paper-driven processes with customer-centric engagement
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  paper experience engagement cmod customer 936 Visits
It costs a company roughly $3 to mail one single invoice or statement to a customer. Not only is that company wasting money, but wasting time for both itself and the customer as well. The customer waits days for an invoice or statement to arrive just to see their payment amount, their balance, and/or their payment history. And when the customer finally gets their statement, it’s outdated and inaccurate before the envelope is even torn open.
The company and its customer are literally not even on the same page. On the other side of that coin, a business held back by paper processes lacks a quick, efficient way to check a customer’s balance or payment history. These processes drive costs up (in both supplies and personnel) and only serve to hinder effective customer engagement.
That’s why, regardless of industry, IBM Content Manager OnDemand enables better customer engagement at lower costs by providing self-service access to bills and other information to customers. No unnecessary waiting by the mailbox.
And the company is given the same access in return for a unified vision of every customer profile. This means a company has a clear sight of its customers for targeted, digital marketing that doesn’t rely on mailing out thousands of glossy inserts. It saves time, money, resources – and a few trees in the process.
View this video to see how IBM Content Manager OnDemand helps companies across all industries ditch paper-driven processes: https://ibm.biz/cmodvideo_b
The OnDemand User Group (ODUG) is opening its annual meeting to a wider audience through a special live webcast from IBM's Information On Demand Conference in Las Vegas on November 7, 2013. As a user of IBM Content Manager On Demand(CMOD), you are invited to attend the session and learn more about ODUG.
When: Thursday, Nov 7, 2013, beginning at 8:30 AM PT / 11:30 AM ET
Where: Mandalay Bay Convention Center South in Tropics B
While the annual ODUG meeting has always focused on technical topics, this year the ODUG Board has selected an agenda for live broadcast to a wider audience to bring the benefits of shared experiences and peer networking to more CMOD users.
Several sessions throughout the day will be available to you online:
If you are not able to attend in person, you can register to attend several online sessions below.
8:30 AM - 9:30 AM PT / 11:30 AM - 12:30 PM ET - The New IBM Content Navigator
IBM's Senior Product Manager Ian Story will lead a guided tour of the new IBM Content Navigator and its benefits to CMOD users, including Mobile ECM capabilities, CM8 and CMOD federation, e-Client/pClient replacement functions and much more. Click here to register for this session
1:30 PM - 2:15 PM PT / 4:30 - 5:15 PM ET - Enhanced Retention Panel Discussion
AT&T's Benny Ormson will lead a panel discussion consisting of other CMOD users who have deployed Enhanced Retention features in CMOD.Click here to register for this session
3:45 PM - 4:30 PM PT - 6:45 PM - 7:30 PM ET - Lifecycle Governance Panel Discussion
OR if you think you may want attend IBM Information On Demand this year, click here to register for the conference.
There are CMOD sessions, special events and other CMOD users at IOD who would love to meet you!
Neil Parrott 270000X1HX email@example.com Tags:  service ondemand customer cm csr cmod content manager 1,276 Visits
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.
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  deepthi customerexperience customer smartercommerce frontoffice cmod 1,031 Visits
Deepthi Nagarajan, Category Marketing Manager -Document Imaging and Capture, IBM
“The Age of the Customer” is now - customers soaring with expectations on what they want, what they like and how well you know them. They not only want more self-service capabilities but also expect a seamless and integrated experience across all the devices they use to connect with you. They expect relevant promotions and a flawless post-purchase experience. Today, if you do not have real-time response to a customer request you will lose business.
A Gartner research has identified some trends that support this:
With the increasing demands of the customers, it’s time that you recognize where you are in your customer experience journey. Are you seeking answers to any one of the following questions?
If the answer is yes, you are in need of a Digital Front Office solution that can transform and provide an enriching customer experience.
IBM Content Manager On Demand(CMOD) transforms high volume print correspondence into on-line electronic documents to support customer self-service operations.
To know how IBM CMOD drives exceptional customer experience view this webcast – “Right Here, Right Now: Delivering Real-Time Customer Response” delivered by Brian Phelps and David Jenness.
In this on demand webcast you learn to know your customer’s lifetime value and how to create a system of satisfaction by understanding, connecting and engaging with your customer. The speakers elaborate on how you can reduce overhead by giving customers strategic access to their account information and creating meaningful interactions by leveraging online exposure. The webcast also provides an end-to-end overview of the Service-Profit Chain and how you can use it to improve your overall customer experience.
Click here to view the webcast now.
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  smartercommerce service deepthi cmod customer 1,178 Visits
Deepthi Nagarajan, Category Marketing Manager - Document Imaging and Capture, IBM
Who is your customer? - One who receives your product/service and has the ability to choose between you and your competitor’s products or services. Is the customer’s expectation same now and 10 years ago? The answer is definitely a “NO” as there is a dramatic shift in the market place which has changed the expectations of a customer. Mobile, Social and Digital technologies are changing not just the way that our customers interact with us, but they are changing business models and the global commerce landscape.
Thanks to the proliferation of smartphones. We have more than a billion users worldwide. It has not only made the world interconnected, but also changed the way companies engage with its customer. In the Post PC era, your customers have a question about something - no matter where or when - they are looking for immediate answers. “Real time” delivery of service has become a norm and not a choice for companies today. If you can’t respond in real time to a customer’s request – quickly and accurately – you will lose business as customers form opinions every time they interact with an organization.
A research by Gartner shows that,
• 89% of people would discontinue their business with a company after a negative customer service experience
• 86% of consumers would pay more for a better customer experience
• 73% of consumers would expand their purchases with a merchant by 10% or more if the merchant delivered a superior customer experience
• 56 % want increased self-service capabilities (IBM Consumer Study 2012)
Each one of us is a “customer” in our everyday lives and we expect exceptional service with every entity we interact with. Customer to your bank, your telephone or network provider and the list goes on. How many times we would want the ability to view our account statements, telephone bills and credit card bills online without having a frustrating experience with a customer service executive of the company? Almost always. Each call you make to a customer service help desk for a problem is not only time consuming but also frustrating as they do not see the same copy of the bill that you are referring and calling for a clarification. Making them understand your problem and seeking help can be a challenging situation and we all have faced it.
So are you providing the service that your customers expect from you? Are you set up to deliver a real time customer service? Are you prepared to let your customers have self-service access to their account data and invoices?
If yes, IBM Content Manager On Demand is the solution for you to deliver a customer response in real time. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with consumer, banking, finance, insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
Come and attend this session to know more about CMOD and how you can increase the online exposure to build a deeper engagement with your customer.
Register here for this session (Session id: 3576) at IBM Smarter Commerce Global Summit, 2013
3576: Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Program: Smarter Commerce Service Track
Speakers: Thom Garcia, IBM
Get ready to serve the empowered customer.
Guest blog by Deepthi Nagarajan, Category Marketing Manager (Document Imaging and Capture and Social Content Management)
All of us are victimized by information explosion. I think most of you will agree with me to an extent… Every day, we are bombarded with data from varied channels. This data comes from virtually everywhere: social media, emails, online videos, online purchases, mobile GPS signals, and more. There were times in the past when all we had to do was spend a significant amount of time managing our inboxes and sorting our e-mails. Now we have even more content to manage, not just e-mails. We have Tweets, Updates, Posts, Blogs and the future will have much more to give!
IBM estimates that we are creating 2.5 quintillion bytes of data every day. And while this explosive growth is enabling enhanced collaboration, productivity and innovation, it also dramatically increases IT costs and exposure to risk. With the diversity and volume of content types growing, there is a growing demand for new deployment models and access to content management functions from any device, anywhere. The 2011 IBM CEO Study found that 78% of CIOs want to improve the way they use and manage content. Simplification and Consolidation of content is the first step towards improving the use of content.
Many organizations have content spread across disparate content systems with an obvious need to consolidate that content. The key idea behind enterprise-wide standardization and consolidation is a single repository, which would provide a “single source of truth”. Yes, consolidation provides a “single source of truth”. But the content can be most useful only if it is consumed by other high value applications. A recent IBM study showed that it is believed an estimated 50 percent of organizational content carries risk, without delivering any measurable business value. This proves the point that most organizations fail to use the content that they have consolidated from different content systems. A robust ECM Platform should act as the foundation for high value ECM solutions, which would put the organizations content to best use. Clients should have the option to augment the value derived from their ECM Platform as an entry point into middleware extensions, analytics, BPM, data management, collaboration, etc. Clients also should be able to leverage robust, flexible technology available via a variety of delivery platforms. If they fail, they will continue to maintain multiple systems to manage their content management needs.
What organizations need today is much more than a “single source of truth”. They need a world-class content repository that supports a range of ECM use cases such as document management, information lifecycle governance, case management and search & analytics through seamless integration with applications for those use cases .
To learn more about how IBM can help you in building a world-class content repository, attend the Information on Demand 2012 Conference. Start your conference experience by downloading the ECM at IOD Agenda. Or if you're already registered, use the SmartSite to start planning your experience, scheduling sessions, and connecting with other attendees and speakers.