Join us at IBMECMblog.com for a guest post from Dan Bigos, IBM Market Segment Manager, ECM Industry Strategy
Increasing workforce transformations and regulatory requirements are making companies to look towards employee records management solutions. Significant amount of employee related information is stored as employee documents throughout an employee’s tenure in an organization. These documents range from recruitment documents, on-boarding forms, emergency notification forms, performance appraisals to separation checklists. There is a clear distinction on what should be stored as employee records and what not. The Society for Human Resource Management provides guidance on the types of records that should [not] be included in personnel files and the record type and variety vary by industry. The challenge is to efficiently capture, process and retain relevant employee records so that they may be easily, securely accessed by authorized personnel.
Despite the proliferation of digital technologies, a remarkable volume of current and historical employee records are stored in file cabinets and banker’s boxes. Inherent costs and risks include accurately capturing employee data, copying, mailing, mis-filing, security, and potential loss of sensitive employee documents.
Join us at IBMECMblog.com for a guest post from Mohammed Attar, IBM Case Management Business Leader
Businesses are evolving. In today’s world, customers are demanding better products and services. In the past, customers were able to pick only two out of the three qualities in the Triple Constraint: scope, cost, and schedule – this is no longer the case. Customers are now demanding all three, and they can invariably find a business to meet those requirements. In our connected world, customers are equipped with a wealth of knowledge. Thanks to the widespread availability of the internet, customers can draw information from varied sources and the far reaches of social media and unite to wield more power in the business-to-consumer relationship.
Like in nature, as the customers evolve, so must their business counterparts. Businesses are constantly redefining their processes. Products today are better than what they were 10 or 20 years ago. Services are being performed more effectively and more efficiently to match growing demand. Even software capabilities developed 10 years ago are outdated and underperforming due to the breakneck pace of how fast businesses and business content is moving and evolving. Businesses need software that can handle the changing needs of their enterprise.
More than ever, data is the basis of competitive advantage, and now is the time to put that advantage into action.
Register to attend IBM Insight 2014, October 26 – 30, in Las Vegas, Nevada. Discover innovative technologies, tools and best practices to help you gain deeper insights into big data and analytics.
At IBM Insight, you will have unprecedented access to over 13,000 industry experts, thought leaders and developers from around the world in more than 1,500 deep-dive sessions and 120 hands-on labs. You’ll get to learn in technical sessions, lightning talks, product overviews, test drives, traditional labs and informal networking opportunities with other developers. IBM and IBM Business Partners will showcase the latest solutions that can help you transform your business.
It’s no longer just about information; it’s about what information can do for you—provide insight into your clients, your competitors and your future.
Today’s guest post is courtesy: Doug Hunt, General Manager, Enterprise Content Management
As Big Data & Analytics continues to drive new efficiencies and create value, the definition of the “knowledge workers” is broadening to include all users in your organization and the inclusion of content in a wide variety of your solutions is becoming increasingly more critical.
“Big Data” includes a tremendous amount of content and it’s this content that the Line of Business (LOB), IT departments and the CIO need to work together to provide new ways to collaborate and engage and manage it for users anywhere they need to be productive, make better decisions, and deliver better business outcomes.
Last week, IBM announced a bold and new Software-as-a-Service (SaaS) solution called IBM Navigator on Cloud. IBM Navigator on Cloud is designed to make us knowledge workers more productive and effective by providing a better way to engage with others, manage, and synchronize the content that not just knowledge workers, but that we all need across the web, mobile and desktop devices we use everyday.
This solution is based on the same Enterprise Content Management (ECM) technology, including the leading mobile experience in the content industry, which Gartner, IDC and other analyst firms have once again recognized as the undisputed market leader. IBM Navigator on Cloud demonstrates our investment in the future that will create even more separation from the competition.
The introduction of IBM Navigator on Cloud not only enhances ECM’s leadership, it also strengthens IBM’s overall Big Data & Analytics offerings. The Big Data & Analytics portfolio exists to help clients deliver competitive advantage through content and data. IBM Navigator on Cloud makes it even easier for clients to exploit the content that fuels their most critical work and processes.
Please take a few moments to watch my video interview to learn more about the launch of our exciting, new solution. You can learn more and find more interesting details in today’s press release and be sure to listen to the replay of our webinar.
Today’s guest post is courtesy of Jonathan Muise, US Counter Fraud Sales, Enterprise Content Management, IBM
The increased media scrutiny of recent attacks—as well as the magnitude of damage—is making fraud and financial crimes a top priority across multiple industries. Consider this: Fraud costs an estimated $3.5 trillion dollars (US) around the world. No company or agency is immune from threat. Fraud schemes are complex, span across all lines types of business and have enormous effects to the brand and bottom line.
Here are just a few examples of fraud across multiple industries:
Insurance: Everything from slightly exaggerating claims to deliberately causing accidents or damage to vehicles or property.
Health care: Kickbacks to medical professionals, billing for services or equipment not rendered or up-coding (billing for more expensive services or items than those provided).
Retail: Shrinkage throughout the supply chain as well as employee theft and shoplifting at the point of sale.
Telecommunications: Fraudulent credit card billing, identity theft, using a subscription for something other than what it was intended, or signing up for service using false or stolen identification.
Energy and Utilities: Energy stealing, meter hacking, imposters asking for payment, and identity theft.
Financial services: Broker fraud, as well as credit card and checking “bust out” schemes where fraudulent merchants rack up transactions, steal money, and then shut down.
Consumers are concerned about their privacy and security—and with good reason. Many businesses continue to wrestle with financial losses as well as lasting brand damage.
What are you doing to prevent fraud? and check out the counter-fraud breakout to learn about the innovative capabilities that can help you combat fraud across your organization. You’ll learn how to detect fraud within a business process, uncover fraudulent activity hidden in massive amounts of data, new ways to turn intelligence into action using investigative analysis, and best practices for applying fraud insights and taking action in real time—when it matters most.
Today’s guest post is courtesy of Dan Bigos, ECM Industry Strategy & Solutions – Telecom, Retail, Transportation, IBM
In today’s interconnected world, information provides an enormous opportunity for businesses. In fact, every piece of information generated by the people, devices and systems associated with your organization can be used to gain a competitive edge. But many companies lack the enterprise content management (ECM) strategies and solutions to take advantage of this wealth of information—especially across the entire enterprise.
The problem is that many organizations apply ECM to improve a single activity, but they fail to realize the additional benefits and returns on investment they could be gaining by applying ECM to additional business areas.
Image if nine vital lines of business in your company, such as marketing, human resources, procurement, sales, customer service, finance, compliance, legal and operations, had access to the wealth of data that each one traditionally keeps to itself. Collaboration would improve, process management would be more streamlined, the information lifecycle would be more efficient, and the in-depth analytics generated would create valuable insights for everyone.
Join us at IBM Content 2014 to discover how ECM can be used to improve efficiency and effectiveness across virtually all lines of business. Come along to a journey to a concept called SPACE. It’s all about connecting suppliers, products, assets, customers, and employees through systems of integrated content management.
In this session, you’ll see real-world success stories of customers who have discovered the power of ECM to generate business insight from almost any type of content in any format. You’ll also learn new ways to extend the benefits of your current ECM platform to give your employees the information they need to succeed, and find out how ECM can help you create a more engaged, agile, and competitive organization. So join us and make sure you’re leveraging ECM to its full potential.
Today's guest post is courtesy of Campbell Roberts, World Wide Industry Director - Public Sector, Enterprise Content Management, IBM
Budgets are shrinking, and workloads are increasing. For government agencies, the pressure is on to do more work with fewer resources—and to do it faster than ever before. And yet, these agencies face a variety of challenges that keep them from improving efficiency and reducing costs. Many departments are in silos, and cross-communication is limited. Business processes are redundant and inefficient, and compliance with regulations sometimes slows things down even more.
Plus, one of the many challenges for governments is the fact that in-person collaboration—a valuable part of everyday workplace—is causing problems too. With employees making critical business decisions around the proverbial “water cooler,” valuable knowledge can get lost, and efficiency is reduced dramatically.
It’s no wonder government workers and leaders often find it a challenge to improve the efficacy of their processes. Just think about the staggering complexity of managing content across the enterprise:
Multiple Content Creators: Employees, public officials, policy analysts, and citizens are all generating information at an ever-increasing rate.
Varieties of Content Types: Whether it’s social media, documents, images, web forms, video, email, mobile apps, business applications, or structured data, there are unlimited types of content being created every day.
Disparate Storage Locations: Vital documents get saved in file cabinets, servers, or email archives. Important data and files are spread across web servers, wikis, databases, or multiple storage devices.
Numerous Consumers: The audiences consuming content are also quite diverse—employees, managers, supervisors, citizens and auditors all need access to a wide variety of information.
Most public sector agencies have similar goals, but there are many different ways to achieve them. But regardless of the form, management is key—you need to align the right people, processes and policies in order to make every business procedure works together seamlessly.
Join IBM Content 2014 to discover how enterprise content management ECM solutions can improve efficiency and effectiveness of public sector organizations when it comes to managing content, case files and tasks. Find out how to empower government workers to do more work in a shorter period of time in order to reduce costs, regain revenue, and improve citizen satisfaction.
We are excited to announce that IBM has planned several Content Manager OnDemand workshops coming to a city near you! Whether you’re brand new to Content Manager OnDemand (CMOD), an experienced professional, or considering migrating from an older repository you won’t want to miss these special three-day events.
Our CMOD Development teams and Subject Matter Experts will be on-hand to present the latest offerings, covering all platforms. These sessions are offered free of charge, so register your team today.
The final agenda is being built now; stay tuned for more details.
Session highlights include:
· Why your organization needs Content Manager OnDemand
· What’s new in Content Manager OnDemand Version 9
· Content Manager OnDemand Trends, Direction and Futures
IBM Connect 2014 is almost here again – are you ready? Now is the time to start planning your schedule (using the Session Preview Tool you can build a plan and save or print it – or even email the info to your colleagues). If you're an ECM practitioner, there's a lot going for you to take advantage of. Below is a list of sessions that you'll want to add to your calendar.
Sunday, Jan. 26 Session BPD204 1:30pm, Room: Swan 1 "New Insights & Better Outcomes with Smarter Content to Drive Exceptional Customer Experiences" presented by Cengiz Satir, IBM Note: this is part of the Business Partner Development Day programming
Monday, Jan. 27 Session 1333 11am, Room: Swan Mockingbird 1-2 "Work with content the way we live – Social" Presented by Cengiz Satir, IBM and Richard Medina, Co-Founder and Principal Consultant, Doculabs
Tuesday, Jan. 28 Session 1335 10am, Room: Swan Pelican 1-2 "Securely Share Content With Anyone, Anywhere, In The World" Presented by Steve Studer, IBM; Ian Story, IBM
Tuesday, Jan. 28 Session KEY106 3pm, Room: Swan Ballroom 3-4 "Bringing The Enterprise Content Management Experience To Social and Mobile" Presented by John Murphy, IBM; Cengiz Satir, IBM
Wednesday, Jan. 29 Session 1523 8:15am, Room: Swan 9-10 "Future Directions Social Search and SaND" Presented by Bob Foyle, IBM
Wednesday, Jan. 29 Session 1337 11:15am, Room: Swan Mockingbird 1-2 " Rethink What's Possible with IBM Social Content" Presented by Ian Story, IBM; Cengiz Satir, IBM
Wednesday, Jan. 29 Session 1505 4:15pm, Room: Dolphin North Hemisphere E "Maximizing and Simplifying Connections And FileNet: Best Practices" Presented by Thomas Brawn, IBM; Scott Malabarba, IBM
And don't forget to visit the ECM pedestal inside the Solution Expo! As always, our product experts will be on-hand to provide a demo of the latest product updates and help you find exactly what you're looking for to take your content management strategy to the next level: social!
If you are interested in booking a one-on-one meeting with our executives, please act quickly as space is limited. Your request can be submitted directly to your IBM representative, but if you need help please contact me directly firstname.lastname@example.org
Alisa Maclin - VP, Industry Solutions Marketing
Carol Taylor – WW Sales Leader, ECM Platform, Social, & Daeja
Doug Hunt - Enterprise Content Management General Manager
Feri Clayton - Director Document Imaging And Capture
John Murphy - Vice President, Products and Strategy, ECM
Maria Winans - VP, WW Software Solutions Group Marketing
Paul Fitzpatrick - Director, ECM & Smarter Cities Marketing
Are you planning to attend the OnDemand User Group (ODUG) meeting that is taking place during IOD? This year for the first time, these meetings will be simultaneously broadcast via the web so even if you're not able to attend IOD in person, you can still join the sessions.
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
If you're attending IOD, there's no need to RSVP – just join us in Tropics B! If you want to join us online, please register for each session below.
When: Thursday, November 7, 2013
Where: Mandalay Bay Convention Center, Tropics B
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.
The CM8 User Group is pleased to invite you to a meeting for CM8 users on November 5 during the IOD conference. Meet us in Tropics B to hear from CM8 users and share your own experiences. For the first time ever, this session will be simultaneously broadcast online! Even if you can't join us in person, we'd love to have you attend our web session!
The goals of the CM8 User Group are: To allow CM8 customers to "share & network" their install/success stories and to learn how to "achieve greater business value" from their CM8 investments.
Hosted by Bridget Klare - Kroger Company, we'll cover a comprehensive agenda, including:
Royal Bank of Canada - Joseph Likuski, ECM Leader at RBC, will discuss RBC's CM8 implementation and use of IBM Content Collector for email
Erie Insurance - Mary Jo Ingalls, ECM Leader at Erie, will cover Erie's journey with IBM over the years, including IS to CM8 migration, CM for claims, addition of CMOD and how they bridge them all together.
Demo: IBM Content Navigator for CM8 - Ian Story, IBM Senior Product Manager, will demo the new ICN V. 3 release which includes CM8 & CMOD federation, e-Client/pClient replacement functions and much more
CM8 Product Strategy Panel Discussion - Featuring IBM's Jim Reimer, IBM CM8 Architect, Cristiane Hilkner, Vice President, ECM Development, Ian Story, Senior Product Manager, Shailesh Gupta, CM8 Product Development Manager
CM8 Next Product Update - Shailesh Gupta - IBM ECM Product Manager
Whether in person at IOD or via the webcast, you won't want to miss this event! If you're attending IOD, there's no need to RSVP – join us in conference room Tropics B at 10am.
When: Tuesday, November 5, 2013 10:00am – 12:15pm PT
A question and answer blog with Cengiz Satir, Program Director, IBM ECM, and Michael Green, Senior Offering Manager, IBM Case Manager as they talk about the importance of businesses having a strategy that delivers a content and case experience independent of device or platform.
The Game Changing Experience Platform for Content and Case…from IBM
Every organization today is looking for ways to improve the overall efficiency at which they operate. In the “always on” world that we live in, it should be no surprise that businesses are looking for more than just a content user interface. They are looking for a consistent content experience that enables their entire business to interact with and manage content regardless of the browser, device, or platform . Equally important is the ability for a business to seamlessly access and manage content coming from different content sources, providing them with the ability to leverage content more broadly in solutions like case management.
Michael to Cengiz:
Q. I keep hearing this term “experience platform”, can you elaborate on what the IBM ECM team is doing in and around this strategy that is being characterized as “game changing”?
A. IBM Content Navigator is both a HTML 5 content experience and a development platform that offers organizations the flexibility to use a single out-of-the box user experience to address advanced document and content operations across desktop applications such as Microsoft Office, mobile devices including phones and tablets, and of course their web browser(s) of choice. This consistent content experience is also the vehicle that delivers a platform for developing custom applications and integrating with IBM and/or third-party solutions, hence the term “experience platform ”.
Michael to Cengiz:
Q. So Cengiz, would you say that this Content Navigator experience platform is a strategy that will help businesses realize rapid adoption for both content and business specific applications like Case?
A. Again, the key here is that IBM Content Navigator is an HTML5 content experience that also includes a set of reusable components along with a consistent modeling layer. This enables the entire ECM portfolio of products and solutions, our customers, and our partners to leverage out of the box functionality, as well as to quickly build apps that service a variety of business needs. In fact, some of the new capabilities now available as part of the latest Navigator release showcase integration points around mobile with IBM Worklight, secure file transfer with IBM QuickFile and of course case management with IBM Case Manager.
Michael to Cengiz:
Q. Before you start asking me questions about the exciting Case Manager release built on top of Content Navigator, can you elaborate further on the new mobile and secure file transfer capabilities?
A. With the latest release of Content Navigator we have updated our native iOS application for iPhone and iPad. The new app will be available shortly for download from the App Store and includes some great features, like the ability to add new documents from the camera or external apps, capture documents for batch processing via IBM Datacap, create searches for content, and now enables IBM Case Manager on your mobile device. New in this release, IBM Worklight is included with Content Navigator. Worklight provides organizations with an advanced mobile application development toolkit for creating native, HTML 5, and hybrid applications for iOS, Android, Blackberry and Windows Phone. Also shipping with Content Navigator is IBM QuickFile. This integrated secure transfer and sharing experience enables files from IBM ECM to be securely shared both inside and outside the organization by any IBM ECM user.
Cengiz to Michael.
Q. Let me turn the tables on you Michael. Can you tell me how the Content Navigator experience platform will positively impact knowledge workers using IBM Case Manager?
A. IBM Case Manager 5.2 is a mature release with a lot of new features –some of which are because it has incorporated Content Navigator as its UI framework. One of the key benefits knowledge workers will see in 5.2 is the ability to initiate real ad hoc processes using a built in tool. This will finally put the power of decision making into the hands of the decision makers, so that is a big win for knowledge workers –though not necessarily because of the incorporation of Navigator.
IBM, with its partner Adjacent Technologies, is proud to announce that an IBM Case Manager solution for the Texas Office of Attorney General (Texas OAG) was been awarded the WfMC Global Excellence Award for Case Management. The cloud based Texas OAG solution has updated the outmoded legacy system and has helped the Crime Victims Services Division (CVSD) initiate compensation claims more quickly. By accessing all the required documentation through a single interface, knowledge workers can process case work more accurately, track and assign work based on metrics. At the end of the day CVSD was able to respond to Victims of Crimes faster, more efficiently and for less cost.
The WfMC awarded IBM and Texas OAG the Award for Legal and Courts because the application perfectly exemplified the requirements for Advanced Case Management: it provided access to all the required information, both current and legacy; it employed both business rules and flexible process management; it utilized analytics to capture metrics and initiate next steps; and it provided Texas OAG knowledge workers with user interfaces tailored to exactly their needs. The Solution also allowed the CVSD to update their processes quickly without major effort from IT and with a cloud deployment, provided the ability to scale on demand without significant investment in hardware. Importantly, with the IBM Case Manager based application the Texas OAG had a solution that met all their current needs and provided technology leadership and scale to meet their future needs as well.
From an IBM point of the view, its second WfMC award is both a validation of its leadership in the Advanced Case Management space, as well proof of its momentum in the marketplace. With a growing number of satisfied customers world wide and increasing stable of validated partner applications, as well two consecutive WfMC awards, IBM Case Manager has established itself as the leader in the ACM space.
Guest Blog:Dave Perman , Sr. Product Manager - IBM
For IBM Case Manager’s design, development and offering teams, Friday, September 13th was a very good day. After a year of hard work by IBMers that span the globe, it was the day that the forth major release of the product, version 5.2, was available for worldwide download.
ICM 5.2 contains major enhancements requested by our partners and customers.
It starts with its support for the unified Content Platform Engine 5.2 that offers greater architectural simplicity in addition to performance. This platform release also included capabilities needed to support several new ICM 5.2 features.
A new ICM web based administrative client, modeled after the platform’s ACCE counterpart, makes tasks like configuration and import/export much easier and accessible right from your browser.
Case Builder also got its share of new features. From its integrated solution page designer, to a new data layout editor that lets you design rich form like views to display your case properties, to an integrated rules designer that has case property awareness, and finally to a completely rewritten task step editor that is significantly faster and easier to use. By being part of Case Builder, artifacts from these components are now included in the solution package and automatically deployed along with everything else, saving you time and many manual steps.
The final piece to the ICM 5.2 puzzle is the completely new Case Client. Now built on top of ECM’s popular Content Navigator framework, the client gains performance, visual consistency and behaviors with the other ECM apps like Content Navigator, and a bunch of new features such as Case Visualizer that gives case workers a complete view of what is happening with their cases. You can even combine other Navigator features into a single desktop along with the Case Client for those users who want quick access to each.
Customers and partners who were involved in the release’s design have praised its architectural streamlining, its enhanced customization and configuration, its alignment with a common, standards based UI framework, and its ability to empower end user to handle case style solutions faster and more efficiently.
For us on the design and development teams, we will enjoy the moment, catch a well deserved breath and then start the process all over again. For the rest of you, check out IBM.com and developerWorks for more details on IBM Case Manager 5.2. We think you will like what you see.
Guest Blogby Michael Green - Offering lead, IBM Case Manager
Momentum is a product of the mass and velocity of an object. When something grows in size and in speed it gains momentum. With its feature rich 5.2 release in September of this year, and its increasing number of new customers, partner solutions and implementations, IBM Case Manager is gaining significant momentum in the ACM marketplace.
It is well known that IBM ECM is clearly the ECM market leader with over 2000 customers, but what is less understood is the market momentum of IBM Case Manager. Starting at zero less than three years ago ICM now has several hundred customers and over twenty proven partner solutions, while customer success stories increase month over month. Customers are increasingly reaping the benefits of empowering their knowledge workers and are using the advanced features of ICM to help them make informed, consistent decisions to affect positive case resolutions.
While growing speed of customer adoption is one aspect ICM’s product momentum, the new 5.2 release adds significant mass to its equation. ICM 5.2 is the most mature, feature rich case offering in ICM’s history. Building on the concept of empowering the knowledge worker, ICM 5.2 adds real ad hoc processing to complement its ability to divide processes into discrete tasks. By so doing it enables knowledge workers to be in control of their case files while empowering them with both predefined and ad hoc process management. 5.2 also provides a tighter relationship with information by leveraging the new Content Navigator Experience Framework as its UI component. This provides a developmentally stable platform, better visual design tools and superior document management capabilities. Equally, the analytics story in ICM 5.2 is augmented by the new Case Visualizer capability, allowing users to graphically track case progression and, leveraging Navigator, tighter integration with BI tools like Cognos BI through its HTML 5 technology.
The real momentum with IBM Case Manager 5.2 however, is at the level of the knowledge worker. Increasingly enterprises around the world are using ICM solutions provided by IBM Partners to enable their knowledge workers with access to the right information, the relevant documents, the power to make decisions and to use discrete process management to drive those decisions to positive outcomes. Leveraging this market velocity with its mass of new features makes ICM 5.2 a must see.
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:
M 08:15 ECM in the General Session
M 10:15 IBM Case Manager to manage criminal history
M 02:00 ECM Keynote: Smarter Content. New Insights. Better Outcomes.
M 03:30 IBM ECM Products & Strategy
T 03:00 Zurich Mexico deploys IBM Case Manager
T 04:30 IBM Case Manager at Turner Industries
W 08:15 ECM in the General Session
W 10:00 Claim-to-Payment: ACM using IBM Case Manager comes to the rescue
R 11:15 Complex claims solutions: Transforming your operations using IBM Case Manager
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
When I was the CEO of an independent document capture company (Datacap), I found it painful to listen to customers articulate why they were reluctant to bring in a specialty vendor for technology like document capture. "There is a lot of overhead in managing vendor relationships," is the way the discussion would often start. Datacap, being itself a relatively small company working with only a modest number of vendors, did not prepare me to be sympathetic to these concerns.
I would argue that it was far better for them to select the "best of breed" solution then to hang their hats on keeping the number of vendors they are working with down. Seemed obvious to me that the better technology would also be the better choice, no matter how many vendors that involved.
Sometimes that argument worked... but many times it did not help. Customers from large organizations have significant challenges, even within the confines of that organization. Sometimes Herculean efforts are required just to align the interests of different departments, notably those with operational responsibilities versus those with technical/IT responsibilities. Throw into the mix hundreds of vendors with different licensing terms, different support structures and availability, and you get the recipe for ongoing chaos.
Large financial institutions are the very model of these challenges. As banking has been transformed globally from a large set of small organizations with primarily local customers into far-reaching regional, national, and global institutions, the challenges they face in managing technology and, of course, the vendors providing that technology, are vast. What's one more vendor in the mix? It might be the straw the breaks the camel's back!
Now I understand the logic behind vendor consolidation far better - and it helps explain the success we have had in banking and finance as IBM Datacap... that we were never able to achieve when we were an independent vendor. Particularly with the Production Imaging Edition (PIE), we are offering a complete imaging packaging from capture to repository. Of course, there are other explanations as well, not the least of which is the increasingly tight integration we have established with the repository where captured documents are stored.
There's no magic number of vendors, but there is a hidden dynamic that I have learned: on the buying side of the technology equation there are constraints and considerations that legitimately have an impact on vendor selection. Have you run into those constraints? I'd like to hear your experience.
Although I have been involved in document capture for over 20 years, it was not until Datacap joined forces with IBM in 2010 that we started to meet regularly with large banks to help them address their massive mortgage processing challenges. Even given all the things that I had learned over the years about high-volume document capture, I have been surprised just how many nuances and special considerations that there are when it comes time to scan a mortgage.
Are you considering scanning and advanced document capture in your mortgage business (or are you just interested in learning more capture tricks-of-the-trade)? If so, then here's my list of the two most important ways that mortgage document capture is special:
1) Document = Batch
Most document capture applications are batch oriented. Why? Because it is almost always more efficient to scan a number of documents all at once (a "batch") versus one at a time. It is also a very useful simplification technique to reduce the number of "things" to track by grouping them into a batch, for example, if a batch consists of 50 documents, then there is a 50-to-1 reduction in 'things' to track.
There are some situations, however, where each document is its own batch. For example, this is often the case when the capture system reads from faxes. Typically each transmission is read into its own batch, and the sender is typically sending one document. Bank branch batch capture (described here) is another good example, where a customer hands over a document to a branch officer and that officer scans that document as a “batch.”
But mortgages are different. Depending on how you count documents, a mortgage packet of 200 or 250 pages may consist of 15 or 20 fairly generic document types up to 50 to 75 very specific doc types. In other words, the one meta-document, the "mortgage," is made up of many different individual documents, e.g. the loan agreement, proof of employment, liens, etc.
2) The primacy of document classification
For many years, advanced document capture was called "forms processing" because the task was to read data off of fixed forms. The archetypical application of forms processing technology was reading tax returns for government revenue departments. There may be different tax forms and schedules, but typically they had bar codes or other easy-to-identify distinguishing marks. (Read the Virginia Department of Taxation case study.)
A mortgage "document" with all its sub-documents is a completely different beast. In the packet there may be some forms with bar codes, but there are many pages that have to be "read" to figure out what they are. The biggest task - by far - when processing a mortgage is to figure out what each of the sub-documents is, and where they end and the next begins. There's no easy one-size-fits-all solution. Doing a good job requires an armory of techniques, some simple and fast like bar code recognition, and some much more sophisticated such as fingerprint matching and textual classification via content analytics.
Of course, mortgage processing shares many challenges and processing characteristics with other large-scale document capture environments. For example, demands for timeliness are high – getting the documents into the repository at the first possible moment in order to make them available for loan servicing or other parts of the organization. And there is a role – in some organizations – for remote capture in a browser or through MFPs of mortgages and/or related follow-on documents.
Mortgage processing is a bit different than many, perhaps most, document capture applications. But if you have any experience in document capture, you know that one of the enduring characteristics of capture is that it is “hard” exactly because each application is different. Even within the category of mortgage processors - e.g. originators, wholesale, correspondent – each have different needs on what document sub-types they want to identify. The knowledge and experience of one implementation can help with the next, but it is never just a matter of plugging in the same application for two different banks and expecting them to both work the same way!
Document capture improves customers' experience at the bank
These days customers expect their branch banking experience to be like their other retail activities - quick, efficient, and seamlessly interwoven into the smart phone-based tempo of their lives. To stay competitive, a bank must deliver a snappy, iPhone-like experience, even in the context of a walk-in customer. While walking into a bank branch is not the same thing as using an on-demand service from Google and Facebook, many bank customers, particularly the younger ones that banks are always seeking to attract, expect immediate and accurate responses to their requests.
Since documents - like loan and new account applications, signature cards, and changes of address - are central to bank operations, the ability to process those documents quickly and accurately is key to meeting today's consumer expectations. And meeting or exceeding those expectations is the route to a happy customer experience.
Here's how a European bank made their customers much happier
I've recently worked with one of our banking customers in Europe. When I first met with them a year and a half ago, they were determined to improve their customers' in-branch experience, particularly when the customer would come in for a paper document-related transaction (as opposed to simply depositing or removing money).
Before Datacap, the customer would sit with a bank officer who would review the documents for completeness, thank them, and instruct them to come back the next day. Then the officer would type content from the documents into the relevant bank system, as well as faxing or sending the physical documents to a central location.
Now the process has been revolutionized. The paper documents are still there, the customer is still sitting with the bank officer, but once the officer takes a quick look at the document, they drop them into a document scanner at their desk. Then they wait (see my blog about that wait and why it is important and a challenge!). The goal is a turn around time of around 15 seconds, but at peak times it might take a minute.
While the bank officer and the customer are having a quick chat, a lot is happening in the background:
- document images are sent from the branch to central servers
- OCR and ICR, document classification, image enhancement, data validations all take place
- the results are sent back to the branch
Then the officer can review the electronic document, sign off and complete the transaction.
Speed doesn't help if the data being capture is riddled with errors. A mistake on a loan application can be devastating - a denied loan and a potentially desperate search for alternative financing. The manual process of entering data has always been a weak link in banking transactions. Automated data extraction using optical character recognition and related techniques and technologies can reduce errors, particularly when those technologies are paired with skilled workers, such as a bank officer, who reviews the results of automated recognition.
Accuracy is improved because the software will flag problem fields for review. So the bank officer looks only at fields with suspected problems. Worse case scenario: they review every field and it takes as long as it would to do manually. Either way, accuracy is improved because you have one pass of automated data entry and one pass of review by an experienced human.
Fast and accurate transaction make for happier customers
Document capture helps make sure the customer's high expectations are speedily met, so they can leave feeling good and maybe even with some additional money in their pocket! Happier customers make for happier banks who can more easily acquire new customers more easily and retain their existing ones.
For ongoing insights follow me on Twitter @CaptureGuru.
I’ve been on my high horse – or more accurately, my bicycle – for a while about looking at the benefits of document capture from a different point of view: the customer’s customer, and how it affects them. I summarized these ideas in a video tribute to the Tour de France which ended in Paris yesterday… Tour de Office...
But let’s look at the details. How does document capture fit into a strategy of improving customer satisfaction, better customer retention, and acquisition? Let's think of it from the point of view of a bank and their retail customers. Banking globally is still one of those businesses where paper plays a crucial role in many customer interactions. Capturing data off of a new account application or a loan origination form is crucial to the bank's business - and doing it accurately and in a timely manner will have a big impact on customer satisfaction.
But these metrics, no matter how significant, do not tell the whole story of the way that document capture and imaging can improve a bank customer's experience. It goes beyond the simple ability to turn a document around, i.e. to process the information on it.
Take a look at this quick video from PT Bank Internasional Indonesia (also known as Maybank) in Indonesia. As a rapidly growing bank, they faced daunting obstacles in scaling up their paper processes, particularly as they surveyed the market for international expansion. Account opening, for example, was a manual, paper-based process, delaying the sharing of information between branches. The goal, for Maybank was a central repository to store documents so that branches and departments that previously faced massive hurdles in sharing information could start to do so effortlessly.
Digitizing and electronically capturing customer documents helps Maybank simplify and iterate account-opening and remittance processes, which reduces turnaround time and improves customer satisfaction. The solution also allows them to update customer records and transactions in real time and then share this information across multiple systems for accurate decision making.
In other words, a significant benefit, and one that has a direct impact on customer satisfaction, was the ability to break down some of the barriers within the bank itself. (I’ve explored this theme in an earlier blog on Smarter Commerce.)
And let's not forget that by "truncating" (scanning and destroying) the paper early in the process - at the branch - there is a huge benefit to the customer of increased security for their personal information. The loan application they fill in, instead of floating around the branch, and being sent as unencrypted paper around various bank departments, with sensitive personal information, including income and dates, now becomes an electronic document, all access to which is strictly controlled and tracked.
This is just one, real-world example illustrating some of the indirect benefits of document capture. Of course, capturing a document is really just the beginning of a process, most commonly associated with document imaging. It’s an academic question whether the true value is in the capturing or the storing (and retrieval!) of documents. The point is that when combined, capturing and imaging documents can play a central role in a customer-centric document strategy, which both improves internal processes and customer satisfaction.
Learn more about IBM’s Production Imaging Edition which features a unique bundle of document imaging and capture technologies here.
And don’t forget to follow me @CaptureGuru on Twitter!
Join the IBM ECM session today (May 23) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentation for Day 3 includes:
Join the IBM ECM today (May 22) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 2 includes:
Join the IBM ECM today (May 21) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 1 includes:
Session # 3279
Location: Jackson A
10:45 - 11:45 AM
Manage and Exploit Customer Content and Communications to Achieve Superior Customer Service
Myriad documents, email, fax, forms, and statements initiate and define customer relationships, and record transactions and communications throughout the customer lifecycle. Often, records of customer interaction are scattered across departments and systems, thereby inhibiting superior customer service. Learn how to become more effective and efficient in serving customers by providing a single point of secure access for content and correspondence captured and created during the course of the customer lifecycle, resolving customer service and support issues that require collaboration among subject matter experts, and uncovering detailed insight contained in customer communications.
Session # 3575
Location: Jackson B
12:00 - 1:00pm
Do You Have Your Customer's Back? Improve Customer Service and Loyalty Via Effective Fraud Management
When customers think of the service provided by companies with which they do business, they think not only of the flexibility, convenience and responsiveness of those companies, but also the level of confidence they have when doing business with them. An often overlooked element of world class customer service is effective fraud management. Companies that implement efficient, proactive fraud management inspire customer loyalty because those customers know that their identities, accounts, and personal information are protected; their transactions and requests will be executed safely and with integrity; and that others they engage with in the context of this company are known entities that can be trusted. Learn how IBM provides a holistic point of view on managing fraud throughout its lifecycle - from discovery to detection through investigation - all done in a proactive manner with the goal of creating a safe environment for customers to do business.
Session # 3576
Location: Jackson B
4:30 - 5:30 PM
Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Today's fast-paced, 24-hour-a-day, constantly connected consumers expect instant access to information that has traditionally been delivered in printed format. They seek partnerships with organizations that embrace ecologically friendly delivery of information, but still expect full access on their time schedules. 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 Products, Banking, Finance, Insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.