The Worldwide IBM ECM Community
Sanjay Kupae 2700050U55 email@example.com Tags:  datacap imaging content management ecm capture 2,348 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 firstname.lastname@example.org Tags:  datacap ecm content smarter capture 2,394 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 email@example.com Tags:  content ecm smarter blau scott commerce 2,522 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
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  classification ecm smarter iod2012 content 1,805 Visits
Guest post by Julie Vaccaro, Offering Manager IBM Content Classification
How many times have you searched for something and come up short? Searching for content over and over, with hundreds or thousands of results, is all too commonplace. It is inefficient, ineffective and frustrating. Popular search engines are proud of the multiple-millions of “results” they achieve in a few milliseconds time, but is this really what we want? Just because a search engine “can” produce thousands of results, doesn’t mean it “should”. Most people are searching for a single result, not thousands. That said, the purpose of these search engines is not to give you the single piece of content that you want, but to give you all of the potential content that you might be interested in, especially the results that also drives advertising revenue. This scenario is not useful in a business context.
Business users need to find a very small and relevant set of content based on the information they have. Going back to the library example, when I walk into a library to find a book about Java Programming, I want to be directed to the shelves that contain only books on my subject, not books that contain the words Java, which are out of context to the subject at hand. This is why there is a card catalog and a Dewey Decimal System.
A business user is no different. If we are looking for resumes for Java programmers, then we want to be given the small subset of content relevant to Java programmers, not content that includes the word “Java’, which could return documents that include the Indonesian island, different types of coffee or a company that has Java in its name.
Classification systems that use Natural Language Processing and text analysis can provide context to content and therefore, organize it properly. Furthermore, by combining classification with enterprise search applications, businesses can provide a robust and effective conceptual search that delivers a highly relevant set of results.
The Bottom Line: Content must be easily accessible to those who need it.
To know more about what Content Classification can do for your business attend the following IOD2012 sessions IBM Content Classification: The Key to Organizing your Content and How to Integrate IBM Content Classification Technology With Enterprise Content Management. To know more about ECM sessions at IOD and to register to attend visit the IOD ECM Forum
Sanjay Kupae 2700050U55 email@example.com Tags:  social content scm iod2012 management ecm 1,973 Visits
Guest Blog by Deepthi Nagarajan, Category Marketing Manager - ECM(Document Imaging & Capture,Social Content Management)
I have always pondered the phrase, “Human beings are Social animals” until I discovered that in our own lives how much we depend on other humans. The emergence of interactive technologies and “engagement” tools are nothing but ways for us to reach out to other people who are around us and within our sphere of influence when we perform different activities in our day to day lives. People are inherently social and they want to engage with different entities around them. This is even more so within their organizations. They are constantly seeking for channels to communicate directly with one another and shape their own experiences. The need to have real-time information on different things happening around us has shaped new technologies to support it.
Organizations today have the opportunity to use this inherent social nature of its employees to improve their business and increase their productivity. With the world going social, employees are looking for social tools in an environment similar to their personal social experiences inside their enterprises to connect and collaborate. They want to meet more people, understand their roles and constantly seek new ways to achieve business objectives. As part of this process, they also learn more about each other and discover common interests that give rise to communities and opportunities to work on subjects that interest them the most. Your likes on Facebook help you to discover people with similar interests in your network. Similarly, your professional social network helps you to discover new people with similar interests leveraging the information capsules they provide when relevant to your work. This is just one thing that I discovered which has helped me in being more productive in my job.
“Being Social” no longer has a negative impact on employee productivity but has started to enhance it. Thanks to Social Business tools! Wikis, Blogs and Communities have found their way in to most organizations. With these tools, employees now have the opportunity to “engage” in social conversations in real-time with the people around them and extract information residing in different information silos to put them to the best use. Let’s take a typical day in our own work life. There are many instances in which we encounter duplication of effort or a strong appetite to re-invent the wheel, which results from a lack of communication and the inability to find the information that reside in disparate locations. Often, we are frustrated with situations such as these that impact productivity to a great extent. So do you think now that being “Social” makes an employee more productive? The answer from me is definitely a “yes!” Employees using Social Business tools have the opportunity to meet experts in their job area and connect with them. Sharing of information and knowledge helps not only to achieve near term objectives but also fosters cross-pollination of ideas with a strategic intent.
With organizations growing beyond geographic boundaries, it has become an undeniable fact that businesses need a platform to collaborate, innovate and share. But how can you optimize your workforce with people-centric content applications? And how can you secure and govern this social content arising from different social channels?
Come and attend the Information on Demand 2012, to learn more on “living social” and the “future of social content”. To learn more about ECM sessions download 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.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  analyze content analytics iod2012 ecm safety 2,585 Visits
Guest post by Campbell Robertson, Program Director Industry Strategy and Market Development - Public Sector, IBM Enterprise Content Management
Post 2008, governments across the world are forced to re-prioritize their focus and are under severe pressures to do ever more with ever less; while expectations continue to increase. This mandate is especially true for Public Safety organizations.
With rising population in cities, shifting demographics, technological developments and accelerating globalization there are increasing social and commercial risks of crime. Public safety organizations across the globe are looking at adopting transformative technologies to make smarter decisions, deliver results and demonstrate accountability.
Be it traditional crimes like burglary, vandalism or mail fraud to difficult-to-trace crimes such as terrorism, money laundering and hate crime- investigative work is highly information driven. Traditionally, crime Investigation meant manually sifting through multiple reports and documents scattered across multiple structured and unstructured sources. The manual intelligence access and analysis meant a typical successful case taking weeks or months; and public safety agencies know that time is detrimental to success.
Combining technology and information is key to successful crime and threat investigations, law enforcement agencies need technology that can speed up the process of discovering, analyzing and linking information. Content Analytics provides the capability to extract, search and analyze crucial information from disparate sources and improve the speed and quality of intelligence gathering. By using content analytics tools, agencies can not only solve cases more quickly but also identify non-obvious relationships within data that could possibly prevent a crime from happening in the first place.
A UK law enforcement agency used IBM Content Analytics to perform high-precision text analytics to identify phone numbers from investigative reports which was then used to cross-reference all of the phone numbers so that when a new document arrived, the analyst was presented with a list of all phone numbers and for each number, a list of previous references to that phone number. This solution would reduce analyst’s efforts by 6 hours, which meant faster analysis of information and in the long run more successful investigations.
To know more about how IBM address investigation challenges of Public Safety agencies, attend the Building an IBM i2 and Case Manager Solution for Public Safety and Commercial Fraud and Future Analytics Platform for Law Enforcement and Public Safety sessions at Information OnDemand 2012 Global Conference at Las Vegas in October 2012.
Well, I work in IT, and I am a "Client Technical Professional" (otherwise known as "tech sales", "pre sales", "solution consultant" and other variations less flattering), which kind of implies a certain level of familiarity or knowledge of IT on a technical level. But I am not really - I have had little IT in my formal education, and, worse, I lack the affinity and "feel" for the technical aspects of our work that make many tasks (like building demos or learning new products) so much easier for many of my colleagues.
This is not as bad as it may seem. While I do think a certain level of competence and ability is required (how it still irritates me when a manager, consultant or sales person proclaims his/her ignorance of all things technical as if it were a badge of honour), I feel very strongly that a non-technical view of our products and solutions can be very helpful, even in my seemingly predominantly technical role. A good example of this is how we position IBM Content Analytics with our partners and customers.
I think IBM Content Analytics is fantastic. Well, let me restate this - I think what we can do with IBM Content Analytics is fantastic, amazing. And I feel very strongly that the greatest value delivered by ICAwES is in its text analysis capabilities. I think that the Content Miner is great, and offers a lot of value to our customers. But for me, the even more value is created by its text modelling capabilities. Taking this a level deeper, I feel very strongly that the tooling we offer with ICAwES 3.0 to design, develop and even deploy text analysis models (this is known as Content Analytics Studio) is of enormous value to our customers and partners. Why is this so? After all, we are talking about a modelling tool, not the stuff that normally send customers hearts all aflutter. Perhaps I can best make this argument with a diagram. Its a pretty simple one, and we have all seen it in one form or another:
OK, so nothing too exciting here either, right? Well, this is where I believe IBM´s approach creates real value. One of the characteristics I have seen in most products and solutions that deliver some form of text analysis is that someone like me cannot make any substantive changes to the model, other than maybe changing some terms in a dictionary. I need to either call in the vendor, contract a partner or invest in building programming skills. In the words of a very learned respected colleague of mine, the Content Analytics Studio tool takes text modelling out of our lab and puts it where it belongs - with the customer. It gives the customer control over the entire create/modify - build - validate - analyze process. And when you think about it, isn´t this where it belongs? After all, the customer knows their own content - knows who has created it and what it means to them right? I would argue that our customers do, and I would argue something further - this transfer of control to the customer is perhaps the single most important innovation in ICAwES. I´ll explain why I make this claim in my next entry.