ECM In Motion
The release of FileNet P8 Version 5.1.0 products brings with it new features in the information center. The IBM FileNet P8 Version 5.1.0 information center features collaboration tools, including commenting on help topics and sharing examples. The information center now includes information that was previously available only in PDF documents. And upgrading and configuring information has been expanded.
To learn more, read What's new in IBM FileNet P8 Information Center Version 5.1.0.
Eric Vonheim 270000DG8Y email@example.com Tags:  content-analytics enterprise-content-manage... ecm 2,037 Visits
By: Craig Rhinehart, June 20, 2011
The vehicle and equipment rental world is one of the most ultra-competitive business segments around. Products, prices and strategies change to keep pace, but understanding customer feedback and adapting the business accordingly will continue to drive market share and success.
But getting customer feedback can be a challenge – for Hertz and for all companies. As the world’s largest general use airport car rental company, Hertz gets an amazing amount of customer feedback daily, including thousands of comments from web surveys, emails and text messages.
The question is – how can Hertz best leverage those insights at both the strategic level and the local level to drive operational improvements?
Hertz and other companies have been using surveys to gather customer feedback for years. A well-constructed survey can provide a lot of quantifiable information on customer likes and dislikes, but it doesn’t answer “why” a customer feels a certain way. That requires written or verbal feedback.
Until recently, there was no automated way to analyze this type of information. Hertz location managers had to read each customer comment submitted and then manually categorize it for basic reporting and analysis. This approach was very labor-intensive and inconsistent, as comments were categorized based on a manager’s personal interpretation.
But help arrived. Hertz has been working with Mindshare Technologies, using its “Voice of the Customer” system to transform customers’ quantitative feedback into actionable intelligence. In the next evolution of Hertz’s system, Mindshare teamed up with IBM to also take the verbatim text comments Hertz was collecting and transform these open-ended comments into actionable information.
How? By using a series of linguistic rules to categorize comments received with descriptive terms such as Vehicle Cleanliness, Staff Courtesy and Mechanical Issues. The software also flags customers who request a callback from a manager or those who mention #1 Club Gold, Hertz’s expedited, frequent renter program.
Hertz’s analytics solution, which includes some of the same question-and-answer technology as IBM’s Watson Jeopardy! system, has improved the accuracy and speed of the tagging and analyzing process, almost doubling what had been achieved manually, setting the stage for more reliable analytics.
Free from manually tagging comments, Hertz field managers can now focus attention on performing deep-dive analysis on the information, quickly identifying trends or issues and adjusting operational service levels accordingly. Real-time identification of issues means that rapid problem solving solutions can be quickly deployed.
For example, wait times at car rental locations can be a contentious issue. The faster and more efficient the car rental/return process, the more likely the customer will become a loyal patron. Using Mindshare’s feedback software, Hertz location managers are able to effectively monitor both quantitative survey responses and open-ended customer comments to deliver top customer satisfaction scores for this critical level of service. In Philadelphia, for example, survey feedback led Hertz managers to discover that delays were occurring during certain parts of the day. They quickly adjusted staffing levels and ensured a manager was always present during these specific times.
Vehicle cleanliness is also another important value point for customer satisfaction at Hertz. With Mindshare Text Analytics, featuring IBM Content Analytics, Hertz is now able to quickly identify new and unknown issues via detailed customer feedback. By assuring greater attention to cleanliness, complaints have decreased and overall consumer satisfaction has improved.
For consumers, the good news here is that the internet and new social media technologies have made them more connected, empowered and demanding. Since the average online user is three times more likely to trust peer opinions over retailer advertising, the challenge for Hertz – and retailers in general – is to continue to tap these new technologies that pay close attention to what customers are saying.
Working with the Mindshare-IBM team, Hertz has been able to better focus on improvements that customers care about while removing a time-consuming burden from location managers. This has greatly improved the effectiveness of Hertz’s ‘Voice of the Customer’ program and has helped build on the Company’s reputation for delivering superior customer service.
The IBM FileNet P8 5.0.0 Information Center was recently refreshed, including several important updates:
The download document and the updated plugins are available at: https://www-304.ibm.com/support/docview.wss?uid=swg24028602
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  acm bpm event ecm conference tradeshow impact 1,693 Visits
Having a great time at Impact? We are too and we have a few more items for you to add to your schedule (using the online agenda builder, of course!).
Be sure to visit IBM ECM at pedestal BD-4, where you can learn more about Advanced Case Management and Business Process Management through demonstrations and engaging with our experts.
Looking for more info? We've got that covered, too.
* 10:45am: 2052A : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
* 5:15pm: 2606A : Better Together: Smarter Work with IBM BPM, Case Management and Content Management (Venetian - Lando 4303)
* 1:30pm: 2052B : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
*1:30pm: Inner Circle 4402A, IBM BPM Technology Future Directions (Veronese 2406)
* 3:15pm: Inner Circle 1629A, The Evolution of Advanced Case Management and Business Process Management (Veronese 2403)
* 1:30pm: Inner Circle 1452A, Integrating Decision Management in Case Based Solutions (Veronese 2401)
* 3:15pm: 2052C : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
* 10:45am: 2052D : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
* 3:15pm: Inner Circle 1452B, Integrating Decision Management in Case Based Solutions (Veronese 2401)
* 3:15pm: Inner Circle 4402B, IBM BPM Technology Future Directions (Veronese 2403)
* 4:45pm: 2052E : Roundtable: Discussion on Implementing Case Management with BPM (Venetian - San Polo 3504)
It’s that time again. IBM is hosting “Putting Content to Work: ECM UserNet 2011." This year’s agenda offers even more than previous events…including 37 breakout sessions in three unique tracks: IT, business and RIM & Legal. You can learn more details about the sessions and agenda at http://www.ibm.com/software/ecm/events/usernet, but some highlights of the day will include:
Register today at: http://www-01.ibm.com/software/ecm/events/usernet/
Mia Winn 270001U2F7 email@example.com 865 Visits
Welcome to social media. It's more than just fun and games and IBM's clients are looking for ways to leverage social media to engage with customers, but how to tackle such a huge task while remaining compliant?
Utilizing the IBM Enterprise Content Management (ECM) suite of products, Oceanus has created SocialView, which allows organizations to leverage social media to build business, engage with customers in real time, all while satisfying applicable compliance requirements.
Learn more about this solution in our new eBook: https://www.ibm.com/services/forms/signup.do?source=swg-Oceanus_SocialView
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  legaltech tradeshow conference new event ecm york 1,958 Visits
Mia Winn 270001U2F7 email@example.com Tags:  tradeshow event ecm lotusphere conference 1,841 Visits
We're really excited to be returning to Lotusphere in 2011! The ECM team will be leading four sessions (listed below) that focus on what ECM can do for you and how to leverage your Lotus investment to get the most out of ECM.
Additionally, you can meet our team and get personalized demonstrations in our pedestals on the expo floor. Find us in the IBM section of the expo hall. If you'd like to schedule a 1:1 meeting with one of our experts or executives, please contact me - Mia Winn.
The weather in Orlando is lovely, so leave your snow boots behind and bring your sunny disposition. See you there!
Speaker: Ken Bisconti, Vice President, ECM Software Products and Strategy
Wednesday, February 2nd, 10:00am - 11:00am | Location: DL S. Hemisphere II
Speakers: Cengiz Satir, Manager, CM Products and Strategy & Diane Loomis, Senior Offering Manager, Social Software
Wednesday, February 2nd, 3:00pm - 4:00pm | Location: SW Mockingbird
Speakers: Mohan Natraj, Global Offering Executive - IBM Content Collector & Arthur Fontaine, Program Director, Domino Applications/Protector Security Platform
Wednesday, February 2nd, 08:30am - 9:30am | Location: SW Mockingbird
Speakers: Richard Howarth, Director, ECM Software Development & Greg Melahn, STSM, Lotus Quickr Architect
Tuesday, February 1st, 11:15am - 12:15pm | Location: SW Pelican
IBM FileNet P8 customers will be interested to know that the latest update of the IBM FileNet P8 documentation was released November 30, 2010.
You can read more about the updates in the IBM FileNet P8 information center; affected products include:
The latest updates come on top of the documentation refresh of May 2010, which included an installable information center, and a refresh of IBM FileNet P8 Platform 4.5.1-001documentation.
Good attendance at the CMOD related sessions this year. Here is a quick review of the topics covered:
Customer led sessions
IBM led sessions
What topics would you like to see covered at future events?
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  event regional usernet events ibm ecm meeting meetings 3,037 Visits
The ECM Regional UserNet events, hosted by local ECM user groups in partnership with IBM, are designed to bring together an extended local ecosystem of talent to draw and learn from including clients, IBM ECM experts and ValueNet partners. Attend one of this year’s Regional UserNet events at no cost where you can:
Cities we'll be visiting from April - June 2010:
Don't forget to share this info with your colleagues as well. We've made it easy by posting the events in Facebook as well!
Will you be attending Lotusphere 2010? We will! Come visit IBM ECM in the IBM area in the Product Showcase at pedestal number 17.
We'll also be scheduling one-on-one meetings to address your individual questions. Meet with our experts and executives during your available time during the show. Interested? Stop by the pedestal during the product showcase hours or email Mia Winn to schedule a meeting in advance.
Don't forget to add our ECM speakers to your Lotusphere agenda!
On Tuesday, January 19 at 10am, Cengiz Satir will be presenting "Collaborative and Web Content Meet ECM" in the SW Mockingbird room. Ken Bisconti, Vice President, Enterprise Content Management Products & Strategy, will be presenting a session "The Intersection of Collaboration and Enterprise Content Management" at 10am on Wednesday, January 20 (location: SW 1-2).
We also suggest these sessions:
Sunday, January 17
4:00pm, “We've Got Collaboration Under Control: IBM Lotus Quickr in Action” presented by John Schumacher and Mustansir (Miki) Banatwala (location: DL S. Hemisphere III)
Monday, January 18
1:00pm, “Maximizing "Linked Value": Integrating and Extending Social Collaboration, IBM Websphere Portal, Real Time Collaboration and ECM” presented by Thomas Schaeck and Miguel Estrada (location: SW 3-4)
2:15pm, "IBM Lotus Web Content Management Technical Deep Dive" presented by Stefan Hepper and Eric Morentin (location: DL S. Hemisphere IV-V)
2:15pm, “IBM Lotus Quickr Domino 8.5 Sneak Preview” presented by David Kajmo and Art Thomas (location: SW 7-10)
5:00pm, “IBM Lotus Quickr Domino 8.5 Sneak Preview” presented by David Kajmo and Art Thomas (location: DL S. Hemisphere III)
Tuesday, January 19
1:30pm, "IBM Lotus Web Content Management Technical Deep Dive" presented by Stefan Hepper and Eric Morentin (location: DL S. Hemisphere IV-V)
Wednesday, January 20
8:30am, “IBM Lotus Quickr Services for J2EE” presented by Marc Pagnier and Jon Brunn location: SW 3-4
Thursday, January 21
8:30am, “IBM Lotus Quickr ECM Integration” presented by Dan McPherson and David Kajmo (location: DL S. Hemisphere II)
See you at the show!
Neil Parrott 270000X1HX email@example.com Tags:  report_manager ondemand cold 7 Comments 2,839 Visits
In response to: Enterprise Report Management (the other ERM)Have any other countries set a target date to stop using cheques/checks?
In UK news today; cheques (or Checks for American readers) will be phased out by October 2018 due to the payment method being in "terminal decline", but only if adequate alternatives are developed.
Banks and credit providers have been investing in chips which allow a customer to pay when the chip is pushed against a sensor, known as contactless technology. Using a mobile phone to pay is another alternative.
Full article - http://news.bbc.co.uk/2/hi/business/8414341.stm
Albert Brown 27000109CH firstname.lastname@example.org Tags:  interoperability standards web rest cmis services 1,607 Visits
This has been a very good three weeks for Content Management Interoperability Services specification. During this time, IBM has released a tech preview supporting the Public Review draft version (.7), OASIS has announced the Public Review for CMIS, and Oracle and SharePoint both discussed and announced support for CMIS at their annual conferences.
We are looking forward to CMIS 1.0 being complete and the interoperability it will bring across the vendors such as SharePoint on top of IBM ECM repositories as well as better connectivity with SAP Business Applications that want to leverage content.
We will keep you posted on how this effort progresses as well as the new opportunities it opens up. In the interim, please check out the specification and think about how this can help you in managing your information needs across your organization.