Modified by Scott Blau firstname.lastname@example.org
4 Non-Trivial Questions to Ask before Committing to Production Document Capture
In late 2009 and I got a call from the brother of a good friend. He was a researcher at IBM's Watson Labs - soon to became famous for the "Watson" artificial intelligence engine that spectacularly beat the top humans on the trivia game-show, Jeopardy!
My friend was trying to solve a problem and thought that my company, Datacap (the acquisition of Datacap by IBM was not even on the horizon at this point), could help, since we specialized in optical character recognition (OCR) and related document capture technologies.
I said, "great, let me ask you 3 or 4 questions about what you are trying to do:
1) What is the volume of documents/pages/images you need to process per day, week, month, or year?
2) What data do you need to extract from those pages, any special considerations to take into account?
3) Are the pages consistent in format, variable, something in between?"
He said he had 5000 pages. Clearly to him that was a big number, but he was a bit deflated when I asked, "is that per day?" In the production document capture business, it is definitely common that a volume like that may be literally processed "before breakfast."
But 5000 pages were all he had. Not every day or week, or even every month, just once. I was a little skeptical, but I wanted to learn more.
He needed to extract information from an English language pronunciation guide. He wanted to read the word to be pronounced, and then the linguistically precise definition of the pronunciation, including diacritical marks (accents) commonly used in those definitions. In other words, this was not just straight English language OCR. My skepticism increased.
I wasn't surprised when I next learned that the pages were not at all consistent, that the definitions for a specific word could wrap from one page to the next, or that the pages to be scanned were in bound books...
That was it. Did he really expect to use a production capture product to process - one time - 5000 pages with specialized text and words on them and no fixed format? Well, yes, he did. He had a real challenge and his expectation was not unreasonable... it just is not what production document capture is about.
Those three questions can help anyone quickly assess a document capture problem. In this case, the answer was simple, but perhaps wrong. I advised him that it would not be economically feasible for him to invest in production document capture, but in giving that answer I missed a great opportunity.
Turns out I should have asked a 4th question, "why do you need to read a pronunciation guide?"
I learned later that my friend was working on a major artificial intelligence project, one that would need a computer capable of blurting out words under extreme time pressure. He was, in fact, working on giving "Watson" a voice. It was that voice, having been trained to enunciate thousands of words, that went on prime time to beat the best human players at a live game of Jeopardy!
He eventually used a desktop OCR program and a lot of patience to translate the pronunciation guide from paper to something Watson could understand. Although my 3 questions helped me quickly assess the value of the opportunity, by skipping the 4th question, I missed the opportunity to brag how Datacap helped to give Watson a voice!
Is production document capture and imaging right for you? Click here to learn more on using capture solutions.
Modified by Gaye Watanabe email@example.com
Making It Easier to Make a Difference!
Visit the new IBM ECM Software Services Asset Shop – Grand Opening!
(This is in German… pending roll-out in English version coming up)
What can Enterprise Content Management do for you?
Essentially cut costs and improve employee productivity… see more details below.
Advanced Case Management - unifies information, processes and people, drives more successful, optimized case outcomes
Information Lifecycle Governance - leverage this integrated software platform for smart archiving, eDiscovery, records and retention management, and disposal and governance management
Content Analytics - harnesses the value of unstructured information, to gain insight into your
business, and make better decisions
Imaging and Capture Solutions - improves storage, capture, management, integration and delivery of all forms of content across the enterprise
Social Content Management - replaces “content chaos” with an easy-to-use solution that sets the
standard for world-class, social and collaborative, content management.
Contact ECM Services (Tania Stephan) for further information.
Stay Connected! ECM Services & Support News!
Modified by Deepthi Nagarajan DEEPTNAG@IN.IBM.COM
The new IBM ECM Blog site http://ibmecmblog.com/ is live now!
The new blog site will provide you access to all the latest information and news about IBM ECM Products and also interesting blog posts from our IBM ECM Experts and Thought Leaders.
Please update your bookmarks with the link to this new blog site - http://ibmecmblog.com/ as the blogging section of the WW IBM ECM Community would be sunset by end of this week.
The new blog site has exciting features and you can now join the IBM ECM conversations on Twitter! And Don't miss to subscribe to the blog site as you can now receive notifications of new posts exclusively by e-mail!
We look forward to your continued support and request you to share your thoughts and engage with us through this new blog site!
Today’s guest post is courtesy: Michael Green, Offering Team Lead – Enterprise Content Management, IBM
The old saying that “knowledge is power’ has never been more true than it is today. Access to the right content is critical to the success of almost every type of organization—and so is maintaining this content over time. Knowledge workers need access to information, and they also need flexible processes so they can customize their approach and achieve the best possible outcome. And yet, businesses depend on the efficiency and consistency of automated processes, which means they need a case management solution that can provide both customization and control.
In addition to gaining access to the right information, knowledge workers need the ability to use analytics to drive even deeper insights and ensure consistent
decision-making. Information helps knowledge workers make better decisions, especially when case types are complex. The next steps and the final outcomes are not predetermined, which makes them unsuitable for automated processes control. Instead, they require knowledge workers to review the documentation and use the analytics to really discern the next steps that set them apart.
Today’s forward-thinking businesses are demanding more from advanced case management solutions. In addition to the basic features of a case management solution, business need technology that can:
Provide industry-specific processes that can reduce time to value and promote best practices
Leverage big data with context-specific dashboards and analytics
Enable mobile access to ensure access to information from anywhere
Provide a cloud strategy that enables innovation and flexibility
How can you find an advanced case management solution that can improve the productivity of your knowledge workers and deliver better outcomes? Join IBM Content 2014, coming soon to a city near you, to get the answers. Discover how easy it can be to create truly dynamic tasks, and learn how IBM solutions can help organizations improve mission-critical processes.
Modified by Amrita Ganguly firstname.lastname@example.org
Today's guest post is courtesy Jill Taylor, Program Director - WW Demand Generation, Enterprise Content Management, IBM
Customer expectations are higher than ever before. People expect you to know them as individuals, they demand relevant, timely promotions, easy-to-use self-service options, and seamless, integrated experiences across every touch point, whether they’re using smart phones, tablets or computers. And they assume that these exceptional experiences will remain consistent before, during, and after they make a purchase.
How well is your organization keeping up with the soaring demands of today’s customers? Most companies say that “the customer comes first,” but do they follow up on that statement with the way they align their business?
Customer-focused organizations create systems of engagement to drive excellent customer experience. That’s because mere customer loyalty isn’t enough. You need to create brand advocates—people who are willing to share their positive opinions about their interactions with your business to everyone in their extended digital network. They’ll remain devoted customers, and they’ll also generate more business for you, as well as higher revenues. Here are three pillars of a strong customer engagement system:
Understanding: Get to know your customer in the context of their journey. Observe the customer and really listen to what they want, both on and offline. Use this understanding to drive your front and back office operations, to respond to increases and decreases in demand, or to create innovative products and services.
Connection: Unite your entire business ecosystem across every interaction channel in order to enable conversations with the customer and seamless integration with suppliers, trading partners and service providers.
Engagement: Deliver the best action, in context, using the right content and channel to create the best customer experience. Use the right interaction channels, powered by the knowledge you have about your customers, to engage with them in unique and personalized ways. Connect with your suppliers, trading partners and service providers and provide visibility, knowledge and context to focus on customers.
What can you do to provide these kinds of customer experiences in order to build lasting loyalty? Join IBM Content 2014, coming soon to a city near you, to get the answers. Learn how IBM’s enterprise content management solutions can provide a complete view of your customer so you can anticipate their needs, and discover how secure, reliable self-service solutions can help create satisfied customers—and evangelists for your brand.
Modified by Deepthi Nagarajan DEEPTNAG@IN.IBM.COM
Image Process Design, Inc. (IPD) will demonstrate IBM Smarter Process solutions at booth 734-1 this year at Impact 2014. IPD, an IBM business partner since 1991, leverages IBM Case Manager (ICM), WebSphere Application Server, Business Process Manager (BPM) and Operational Decision Manager (ODM) to offer clients the benefits of IBM’s Smarter Process initiative.
Smarter Process combines world-class IBM technologies to add business intelligence, predictive analytics, enterprise content management (ECM) and master data management to knowledge worker operations. IPD offers packaged solutions that allow clients to realize immediate business benefits from their IBM investments.
IPD Smarter Process solutions for insurance deliver operational transformation across the insurance enterprise, allowing companies to better leverage their IBM technology stack for competitive advantage.
IPD understands the complexity and uniqueness of insurance case and process management use cases. We know they require deep interactions between people, information and regulations to produce optimal business outcomes, better judgment and decision-making. In fact, IPD is one of only a few companies building packaged repeatable solutions for the most complex of use cases in claims, new business / enrollment, underwriting, appeals & grievances and other areas.
Stop by IPD’s Impact booth 734-1 to see a demo showcasing how Smarter Process can transform operations and learn more about solutions that best leverage Case, Content, Process and Rules.
IPD is a premier IBM business partner with more than 23 years of experience solving complex business challenges for large financial institutions. Our expertise is coupled with a highly referenceable client list and numerous Gartner references.
"At the IBM Connect 2014 conference on January 26 - 30, you will witness the convergence of S3!"
That's what voice over artist and actor Miguel Ferrer would say in a deep voice as explosions appeared on camera, but we all agreed it was a bit too much.
Which is not to say that there still are not three awesome things that are about to happen at IBM Connect 2014; and they all begin with the letter 'S.'
Last week, the entire United States of America was assaulted by cold weather. Except for Florida.
As all 48 states, including California, wore blue on the weather map it was Florida that remained a nice orange/red (and it of course prompted a fun "We Hate Florida" meme).
As a former resident of Florida, I can tell you that in January there's no better place to be than the "Sunshine State."
The way that knowledge workers are collaborating and sharing content is continuing to shape how we define what enterprise content management needs to be for our customers.
The document that your user could access two years ago isn't as important as the document they can share today. Or the document that they will collaborate on tomorrow. On the desktop and across mobile devices. Content will be driving what they do and the way you deploy your solutions will be critical for their success.
The theme of the conference this year is "energizing life's work" and as an ECM practitioner it's a great opportunity to learn about new ways to connect people and teams inside and outside your organization to share and innovate with content.
There are a number of things we have planned for ECM at IBM Connect 2014 including exciting sessions with everyone's favorite experience platform IBM Content Navigator as well as other ECM solutions, a keynote from Doug Hunt and a mobile demo that you're going to want to see in person.
The last 'S' is for Scott Adams, creator of Dilbert! To put it in perspective, Dilbert.com went online in 1995 and was the first syndicated comic strip to also be available on the Internet. Adams was 'social' before we had a word for it. I have no doubt that he'll be funny and we'll all be entertained, but he's also one of the trailblazers of what we do around how, where and why we share content.
Nice weather. Learning about social content management. Dilbert. What are you waiting for?
Session previews are live and registration is open . We look forward to seeing you there.
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
Hear AT&T and other users talk about Enhanced Retention with CMOD
See what the new IBM Content Navigator can do for CMOD
Learn Information Lifecycle and Governance Best Practices for CMOD from other users
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
Lorilei Puthuff of BlueCross BlueShield of South Carolina will lead a panel discussion on best practices for Defensible Disposal and Governance on CMOD. Click here to register for this session.
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!
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 Deepthi Nagarajan DEEPTNAG@IN.IBM.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 email@example.com
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.
Modified by Sanjay Kupae firstname.lastname@example.org
The thing about twitter is once in a while you come across something that is truly funny and explains what we really struggle to convey in 4 or 6 page whitepapers, one such tweet I came across was by Karen Lopez (Twitter: @datachick)
“"HELLO WORLD" on Hadoop should really be "HELLO YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU" #NoSQLNow
I will put my hand up and say I am geek who get its instantly and all of us who have at some point written a line of code will agree you could not describe personalization driven by Big Data better than that.
The very fact that we are able to process billions of pieces of information to find singular information about people is truly remarkable. The key to personalization is aggregation of information, isolation of facts from the aggregations and recognizing traits, sentiments and features from these facts. The key caveat about personalization is that we need the aggregation of information – demographics, web behavior, offer interaction, historical purchases, social media interactions, service call logs, satisfaction surveys.
Considering one or two sources of information to identify customers or customer types would result in inaccurate descriptions leading less effective personalization and in the end compromising product definition and promotions. Soon, in the Big Data world we will have the ability to aggregate structured and unstructured data and perform advanced analytics like Content Analytics on it- and truly identifying micro-segments of your marketplace and help product designers create products that address the specific needs and marketers can create messages and promotions that excite these micro-segments.
If you want to know more about how Content Analytics analyses information for true insights check out checkout the online demo.
We will be talking about Content Analytics @ IOD 2013 in November, join us in Vegas to converse with a wide range of experts on all things Big Data and Analytics.
Modified by Scott Blau email@example.com
I'm just back from a trip to India. Until fairly recently, I would never have imagined significant opportunity for document capture in the very place where outsourcing of data entry has been most successful. That's relevant to the document capture business because when a document is "captured" two things happen:
- the paper document is digitized (usually scanned, but sometimes an already electronic document is converted to a standard format), and
- data is extracted from the document - either manually or using OCR - so the document can be filed, and sometimes to populate a line-of-business application.
Call it what you will - indexing, verification, keying - it is a data entry requirement that allows a document that has been digitized to be sent to locations around the world where labor is less expensive. It is exactly in this type of work that India has excelled. A vast, trained workforce has taken on the tedious task of manually extracting information from documents. Even compared to "automated," OCR-assisted data entry that requires relatively expensive labor in North America or Europe, a very competitive alternative has been to take advantage of the much lower-cost labor pool in India (and other countries) to manually enter data, without the help of automation at all.
So why was I in India? To some extent, you can say that the success and breadth of outsourcing initiatives over the last 20 years have changed the underlying economics. Although labor continues to significantly less expensive in markets such as India, China, Philippines - the usual suspects - costs have gone up substantially. They have gone up enough that it is no longer a given that throwing more manpower at a problem, such as manual data entry, is going to be less expensive than investing in automation technologies to help assist in the effort. Many organizations are coming to the same conclusion.
Even banks with far-flung operations and massive workforces are exploring ways to automate aspects of the document capture process: the volumes of documents to be captured are staggering once a bank wades into the world of branch capture. (My thoughts on how branch capture is technically something new in document capture: http://ibm.co/13i74bl.) Automation not only reduces costs, but speeds up the process, ultimately helping improve customer services… and most importantly, customer satisfaction. (And if you are skeptical that customer satisfaction is the underlying benefit of document capture, let me try to convince you: http://ibm.co/10bwmsJ.)
Put another way, in large-scale document capture operations, there is a premium on reducing complexity, including the number of people involved. Globally, the Holy Grail is to grow the number of documents being captured, while meeting that growing need with existing staff.
From my perspective, document capture has come of age when it is being adopted globally, even in markets traditionally noted for the low cost of labor.
To continue the conversation, connect with me on Twitter @captureguru.
Guest post by Michael Veenswyk, CEO at Integritie
Integritie is happy to participate at ECM’s Business Partner Leadership Forum this week. As a long-time partner with IBM, we welcome the opportunity to get a look at the product roadmap and give feedback on future development.
We’re also proud to be part of the team that helped with the successful implementation at Security First Insurance announced yesterday. This is a great example of a company with a business problem being helped through a partnership with a single focus – helping customers in need.
Florida has more property and people exposed to hurricanes than any state in the country. People whose homes have been damaged or destroyed by a hurricane are often displaced quickly, with little more than the clothes on their backs. Grabbing an insurance policy on the way out the door is often an afterthought. They’re relying on their insurance companies to have the information they need to help them get their lives back in order as quickly as possible.
Security First Insurance had mastered customer service through its call center and web portal but needed help with email and social media. Here’s where the partnership came into play.
Integritie configured a solution built on key IBM ECM software components, featuring IBM Content Analytics with Enterprise Search, IBM Content Collector for Email and IBM FileNet Content Manager software. Now called Social Media Capture 4 (SMC4), it offers four critical capabilities for managing social media platforms: capture, control, compliance and communication. For example, it logs all social networking interaction for Security First, captures content, monitors incoming and outgoing messages and archives all communication for compliance review.
The Content Analytics with Enterprise Search software that anchors the SMC4 solution provides the information necessary to help the company identify and address the most urgent cases first. The software automatically sifts through data in email and social media posts, tweets and comments using text mining, text analytics, natural language processing and sentiment analytics to detect words and tones that identify significant property damage or that convey distress. Security First can then prioritize the messages and route them to the proper personnel to provide reassurance, handle complaints or process a claim.
Security First wanted to be available to its customers no matter how they chose to get in touch. Today, policyholders use any means available to connect with an agent or claims representative, including posting a question or comment on the company’s Facebook page or Twitter account.
The result? Thanks to a great partnership with IBM, Security First is now one of the first insurance companies in Florida to make themselves available to customers whenever, wherever and however they choose to communicate.
Modified by Sanjay Kupae firstname.lastname@example.org
Sanjay Kupae, Category Marketing Manager- Discovery & Analytics, IBM
Good experiences are shared. Bad experiences are shouted.
SHOUTED might not be a strong enough word because as customers are more connected, the speed and scale to which negative customer experiences travel the Internet is frightening.
The biggest source of grief for most customers is when they reach out to your contact center. Most customers are calling your contact center only after a long process of trying to fix their problem themselves. They're ready to shout even before they pick up the phone, so when you call for assistance, time and accuracy are critical to creating an exceptional experience for them.
The contact center call experience is one of the most important activities to build customer loyalty. When that customer reaches out to you, for that brief three- to-five minutes your service associate represents your brand and all it stands for.
The customer is speaking to your service associate because they need answers. Which means your service associate either knows what to say, or more often than not they need to look for the right information, somewhere hidden across the volumes on top of volumes of information spread across silos in your enterprise.
Three hundred seconds is not a lot of time, and it's even less time when your employees don't have the tools.
Content Analytics drives exceptional service experience in two ways –it enhances traditional enterprise search to recognize every piece of information residing in the enterprise and secondly it lets businesses analyze customer interactions to identify service challenges and train associates better.
A recent Aberdeen report says that “For companies with content analytics, the streamlined searching and fast response to queries had a trickle-down effect on several universal business metrics. In the last twelve months, these companies reported a 17% improvement in the accuracy of their business decisions, and a similar improvement in the quality and relevance of their overall analytics program. Furthermore, their data-centric business process – like handling customer complaints, processing invoices, managing inventory, or closing the books – became 12% more efficient. Companies without content analytics reported 2 to 6 times less improvement.
Content Analytics not just improves the customer experience during the interaction with the business, but has a definitive impact on retention, advocacy and revenue.
And it can reduce the shouting...
For more information read the full Aberdeen Group whitepaper or better still visit the Smarter Commerce Global Summit at Nashville , TN between May 21 to 23rd and talk to us