attending the conference or not, you have a unique opportunity via
Social Media to get involved at Information On Demand 2011. Whether you
tweet, blog, share photos or videos - get involved today and add your voice to the conversation
using the official Information On Demand 2011 Social Media Aggregator (SMA)
This site provides real-time updates of all social activity surrounding
the conference, including tweets, blog posts, event photos and video. Join today
After you join, here are specific examples of how to get involved:
- Stay informed by visiting the SMA site frequently to listen to the conversation, and enjoy the photos and videos.
- Visit other ECM social media channels below to stay informed, as well.
Twitter, send a tweet along with the #ibmecm hashtag, and share a
question, comment, or thought related to Information On Demand 2011,
ECM, or our industry. Or share via one of the other ECM social media
- Share this blog post and ECM social media channels with others, encouraging them to join the conversation.
ECM Social Media Channels
- Using Twitter, reply to specific tweets from others that interest you; engage in a tweet conversation with them.
- Reply to a question, comment, or thought posted on one of the ECM social media channels below.
| eConnection Partner Blog
If you have any questions or comments, please let me know.@EricVonheim
...when all through the Hyatt, not a creature was stirring...except for the army of IBM folks setting up!
Just a fast note here for the blog, tomorrow - Thursday April 2, 2009, marks the start of the 2009 Regional ECM UserNet conferences, with Seattle (Bellevue, WA, technically) being the first. If you're already registered for the local conference coming to your area, that's great...but if not, get out there to the site and get registered HERE
This year promises to have great announcements (including this very site being introduced to each Regional UserNet audience), hands on labs, educational breakouts, case studies, partner solutions/exhibits, and best of all, they're all FREE to customers thanks to sponsorship from IBM and their partners. Get out there and participate, and then come back to this site and continue the discussions that you'll start at those sessions.
I am lucky to be going to the Seattle meeting, and I happen to be president of that local chapter, so I'm hoping we have a great turnout! Until next time...CTRL+ALT+DEL! --Ian
PS - I have it on good authority (from the easter bunny) that IBM will be announcing that they've decided ECM doesn't matter any more, and will be advocating the use of paper from here on out, so stay tuned for that announcement as well - how's that for a lame attempt at an April Fool's Day ECM gag?
We hope that you had as good of a time at IOD as our team did. There was so much to get excited about, including the winners of our Innovation Awards!
Business Value Award: Novartis International AG
Novartis deployed IBM’s Information Lifecycle Governance and Management solutions, including value-based Retention and Records Management, eDiscovery and Defensible Disposal. The company has established a framework to modernize and refresh their information taxonomy, the laws that dictate retention, and data privacy and protection requirements globally. They maintain centralized retention control with localized responsibility synchronizing activities of 1,800 records coordinators. Novartis has significantly reduced litigation and compliance risk with effective disposition of content, accurate and actionable retention schedules and eDiscovery processes consistently applied across the organization.
Best Business Transformation Solution: Tejon Ranch Company
Tejon Ranch installed IBM ECM applications to streamline content-centric processes across different functions, drive more successful case outcomes, and automate its records management function. The business projects a risk reduction and a savings of more than $4 million dollars in core operations over the next three years through reduced workload, travel, paper and shipping costs. Tejon has developed enterprise policies for the management of records, classification, retention and disposition and hold management using IBM Information Lifecycle Governance solutions.
Best Overall Cross IBM Solution: U.S. Nuclear Regulatory Commission
NRC uses IBM products for automated scanning, content assessment, classification, content collection and storage of incoming documents resulting in quick assessment of content relevance and immediate availability. NRC switched from a manual identification and collection process to an automated one using Information Lifecycle Governance solutions including Smart Archive and eDiscovery. The NRC is now able to respond to Freedom of Information Act (FOIA) requests in days vs. weeks or months.
Award for Wells Fargo: Best BAO Strategy and Execution Award
Wells Fargo originates more than $100 billion in residential loans per quarter. To support this business, the company images 80-160 documents per second. Using IBM software, Wells Fargo has initiated a company-wide imaging product to improve customer lending. Wells Fargo is making the loan process more efficient and effective through the use of images, data and better document management. The solution provides the infrastructure needed to enable straight through, exception-based loan processing while reducing costs associated with operating, maintaining and supporting its custom imaging solution.
Congratulations to all of our winners, we THANK YOU for partnering with IBM to create smarter solutions that work for your customers.
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
Visit IBM during the AIIM Conference 2013! At the IBM booth
you can visit our subject matter experts on Capture, Social Content
Management, and Information Lifecycle Governance. Our experts are
on-hand for the entire event and available to demonstrate the latest and
greatest products that IBM ECM has to offer.
Want a little more? Join us during the "speed
dating" meetings taking place at the break times to discuss your
organization's pain points or set a meeting with our experts at your
convenience. To schedule a meeting in advance of the conference, please email
Mia Winn (email@example.com
) with your
request and availability.
ou also won't want to miss our "Group Therapy"
roundtable sessions in the Solution Lounge:
Wednesday, March 20 – 4:30pm: How
social lifestyles are changing the way we do business
with Steve Studer. 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. Context is the key to bringing relevance, intelligence and insight
to content. Teams and communities and social elements woven into analytics,
governance, imaging and content and case management are what social content
management is all about. Join this session for a compelling conversation about
how you can take your business to a whole new level: a social business level.
In the U.S.
one in five patients suffers from preventable hospital readmissions. Those
readmissions are responsible for $17.4 billion of the current $102.6 billion
Medicare budget. With health data growing 35% per year you would think that the
wealth of knowledge would be pushing this number down. In the HIMSS
Industry Solutions webinar, IBM ECM Strategy and Market Development Director, Craig Rhinehart explains
that 80% of the data collected by health organizations is unstructured data,
which includes what the doctor writes in his notes section. This unstructured
data is messy and often seen as an analytics blind spot, but also contains key
Healthcare uses IBM’s Content and Predictive Analytics to access
and leverage more relevant clinical and operational information to drive better
decision making. The most surprising part of this was that all the data that
was thought to be important….Wasn’t. In a study of patients who were readmitted
within a 30 day period using 113 candidate predictors from structured and
unstructured data sources it turns out the structured data was less reliable
than the unstructured data.
gives a wonderful example of how in a structured data section such as a
checkbox the patient may have selected “Non-Smoker” but this could mean that he
has been smoking for 20 years and quit yesterday, which a doctor may not
consider a non-smoker. The doctor could indicate this in his notes which were previously
unused but are now being utilized by IBM Content Analytics.
show that the unstructured social data on a patient, including living
arrangements and substance abuse, was a much more useful in the doctors making
correct medical decisions to reduce the patient’s chances of readmission. The
data showed that ejection fraction (volumetric fraction of blood pumped
out of the heart with each heart beat) and smoking were important indicators
for heart failure but not readmissions.
To know more about what drives
readmissions in CHF patients and how IBM’s solution can help in reducing
hospital readmissions view the HIMSS
Industry Solutions webinar
Today, we would like to introduce you to a new technical community
on developerWorks called, the ECM App Center
. The ECM App Center
is a technical community that enables our clients to interact with experts (IBMers / ECM Business Partners) and access technical resources (inside and outside of IBM); as they build solutions using the ECM portfolio of products and technologies.
Objectives of the Community
- Connect clients with solution providers
- Provide expertise and technical assets that will help clients build solutions
- Showcase ECM Business Partners that are providing solutions using the ECM portfolio of products and technologies
After you join the site, you can ask questions and engage in discussion on message boards and blogs. We have two blogs on the site – one focused on offering technical help and another focused on how ECM can address different use cases. Resources are provided through bookmarks, files, feeds and calendar events. We’ll be conducting community events as we go forward that will give you focused information on different parts of the portfolio, our business partners, or other special topics of interest. Come check it out
and let us know what you think!
If you have any questions or comments, please contact Jeff Douglas (Senior Product Manager, Industry Use Cases for IBM Case Management) at firstname.lastname@example.org
Read further to learn how the ECM App Center came about
Jeff Douglas (Senior Product Manager, Industry Use Cases for IBM Case Management) was speaking with a colleague about the notion of ‘Information Management’ or ‘Content Management’. They discussed how we typically talk about these concepts using a comprehensive platform; arguing how important ‘Content Management’ is, and then highlighting capabilities that are included with the platform to help achieve ‘Content Management’. “We have the ability to ingest data (of course), a secure place to store it (fine), business processes to help you make use of it (get that), analytics to understand it (cool), and archiving to help you deal with it as it gets old (could use that capability in other walks of life).”
But depending on where you are and what your focus is, these individual capabilities have more or less meaning and significance to you. It is not until you have a specific problem you are trying to solve, or a solution you want to implement; that the value of these individual platform elements (and the platform as a whole) take on real meaning. And hopefully when that occurs, the platform proves to be worth more than the sum of the individual parts.
More often than not, unfortunately, when you start to design or build your solution, the challenges of working with a platform come to the forefront. You are certain that the platform can help you, but understanding how it can help you can be overwhelming. Understanding the individual components and how they might fit into your solution is one challenge; figuring out how to tie them together adds a whole other level. Then you get into the details of actually designing, building, testing and eventually deploying your solution. You have questions – questions that seemingly would have obvious answers for someone who has done this before (if you could just find that person). You wonder if there are assets or resources that will help you deliver the solution faster. You inevitably will require some level of customization to your unique requirements. Hasn’t someone done this type of customization before? Is there some sort of pattern or best practice I should be following to avoid major problems down the road?
That’s what the ECM App Center is all about; a place where experts with experience building solutions using the ECM portfolio of products and technologies come together to collaborate. It’s a place where you can ask questions, have discussions, and look for resources and assets to accelerate your efforts. Overtime, it will become a one-stop shop for you, making it easier for you to navigate the vast ECM ecosystem to get the answers and help you need.
I wanted to share some resources available to you. At The Archive and eDiscovery Solution Information Center
(http://publib.boulder.ibm.com/infocenter/email/v2r1m1/index.jsp) you can find product information for IBM Content Collector, IBM InfoSphere eDiscovery Manager, and IBM InfoSphere eDiscovery Analyzer. In this version of the information center
, you can filter information by product, version, and repository type. In addition, there are four multimedia viewlets for conceptual introduction, including cross-product (showing how eDiscovery Manager and eDiscovery Analyzer work together):
- If you are an administrator you can take a guided tour of eDiscovery Analyzer guided tour for administrators (http://publib.boulder.ibm.com/infocenter/email/v2r1m1/topic/com.ibm.eda.doc/tour/eda_admin_tour.htm?noframes=true)
- If you are an end user you can take a guided tour of eDiscovery Analyzer guided tour for end users: http://publib.boulder.ibm.com/infocenter/email/v2r1m1/topic/com.ibm.eda.doc/tour/eda_admin_tour.htm?noframes=true
- Take a tour of the information center (http://publib.boulder.ibm.com/infocenter/email/v2r1m1/topic/com.ibm.emailtoc.doc/edisco_viewlet.htm)
The IBM Content Collector product has a local, installable information center where you can add eDiscovery Manager and eDiscovery Analyzer information via an updater tool.
The 2011 IBM Enterprise Content Management client innovation awards program is seeking submissions by Aug. 15. This program recognizes IBM ECM clients who have demonstrated excellence in creating exceptional business value from IBM ECM software. Winners will be selected from among those organizations who have implemented ingenious solutions using IBM ECM software. Winners will be recognized at the Information On Demand 2011 Conference, October 23 - 27, 2011, Las Vegas, NV. Attendance at the conference is not mandatory to win an award.
To receive the Innovation Award submission form, email: Amit Kumar, email@example.com
OR DOWNLOAD FORM HERE
SUBMIT nomination by AUG. 15
The IBM Enterprise Content Management Innovation Awards have a long history of recognizing outstanding companies that have implemented innovative ECM solutions combining business and technical vision with demonstrable results.
- Be distinguished as a technology leader in your industry solving specific business challenges.
- Be recognized at the IBM Information on Demand Global Conference in October with an award crystal and other activities.
This year there are three categories:
- Best Enterprise Content Management ROI Solution
- Recognizes the most innovative use of ECM products and technologies to gain significant business benefits and return on investment.
- Best Business Transformative Solution
- Recognizes the most innovative use of ECM products and technologies to transform a business.
- Best Overall Cross IBM Solution
- Recognizes the most innovative use of Cross IBM products and technologies to gain significant business benefits.
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.
Follow me @CaptureGuru
IBM ECM Innovation Awards program recognizes IBM ECM clients who have
demonstrated excellence in deriving exceptional business value from IBM ECM
software. Winners will be selected from among those organizations who have
implemented ingenious solutions using IBM ECM software and recognized at
the Information On Demand 2012 Conference, October 21 - 25, 2012, Las Vegas, NV. Attendance at the
conference is not mandatory to win an award.
To receive the Innovation Award submission form, email: Amit Kumar, firstname.lastname@example.org
date for submitting your implementation for this award is 15th August 2012
The IBM Enterprise Content Management Customer Innovation Awards have a long
history of recognizing outstanding companies that have implemented innovative
ECM solutions combining business and technical vision with demonstrable results.
Past winners include:
Bluecross BlueShield of
State of North Dakota
Standard Chartered Bank
U.S. Nuclear Regulatory
Tejon Ranch Company
Novartis International AG
Apart from the prestige
associated with the awards, it presents a unique opportunity for our customers
to showcase their innovative use of ECM technology and to:
Be distinguished as a
technology leader in your industry for solving specific business challenges.
Be recognized at
the IBM Information on Demand Global Conference in October with an award
crystal and other recognitions.
This year we are having
four interesting categories to cover entire spectrum of ECM capabilities
and Socialize: Best IBM Social
Content/Capture Award - Recognizes the best use of innovative IBM ECM
Social Content or Capture/Imaging software
2. Activate: Best IBM Case Management Award - Recognizes
the best use of innovative IBM Case Management software solutions.
3. Analyze: Best IBM Content Analytics Award - Recognizes
the best use of innovative IBM Content Analytics software solutions.
4. Govern: Best IBM Information Lifecycle Governance Award -
Recognizes the best use of innovative IBM Information Lifecycle Governance
categories, judges will look for deployed applications that solve challenging
or unique business problems. Extra emphasis will be placed on quantifiable
return on investment or creative deployments that lead specific industries for
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.
Guest post by David G. Caldeira, IBM Director of ECM Products and Strategy
The shift from traditional software delivery models to cloud or SaaS for some use cases has gained quite a bit of momentum over the last five years. In fact, IBM expects cloud computing to deliver $7 billion in revenue by 2015.
Traditional business applications can be complicated and expensive. Some require a team of experts to install, configure, test, run, secure, and update them. When you multiply this across dozens or hundreds of applications, it’s easy to see why even companies with the best IT departments don’t get all the applications they need.
With cloud computing, costs can be reduced pretty dramatically because you’re not managing hardware and software – the vendor does it for you. The shared infrastructure means it works like a utility: you only pay for what you need, upgrades are automatic, and scaling up or down is easy.
This week at IMPACT 2013, we’ll be demonstrating a case manager solution for SmartCloud, IBM’s enterprise-class, secure cloud technology. It’s a hosted environment for demonstration, evaluation, education, development and testing of case management solutions.
Organizations today face case management challenges that require more insight, responsiveness and collaboration. IBM Case Manager extends case management by integrating capabilities designed to help close cases efficiently with better results – in essence, to work smarter. Using enhanced and proven capabilities, advanced case management helps companies deliver better business outcomes by extracting more value out of their information -- whether that’s in a customer request, loan application, complex industry or regulatory procedure or other complex, knowledge worker-driven activities.
By automating the right processes, applying the right analysis and involving the right people, management can optimize case outcomes.
For example, UniCredit, a global banking and financial services company, wanted to take a proactive approach to crisis management and establish world-class capabilities via faster response times, a shorter decision chain, and the ability to share information with authorities and other banks. With Case Manager, UniCredit is now able to quickly simulate different scenarios of an event or combine different events in a single case from internal and external data sources. This information can be securely shared across the organization or with external parties via PC, tablet or Blackberry. As a result, the bank has been able to reduce risk, minimize liability, secure information, and capture the experience to learn and prepare for future crisis.
Tejon Ranch, the largest private landholding in California, is using Case Manager to maneuver contracts through the office more easily and ensure that insurance certificates are updated from more than 5,000 consultants. The company can also quickly react to access bonds for general use improvements and additional building projects. Management can easily track what’s been spent, maintain all supporting documents for those activities, and be ready to take advantage of the best opportunity to exercise future bonds
This latest release of Case Manager is part of IBM's overall strategy to deliver advanced case management solutions that unify information, processes and people within many industries to handle their critical business caseloads more effectively. You can see a preview of Case Manager on SmartCloud and other Smarter Content solutions in action at Booth SP-6 in the Smarter Process zone.
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 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
Where: Mandalay Bay Convention Center, Tropics B
Alternate Location: online: https://ecmibm.webex.com/ecmibm/onstage/g.php?t=a&d=590784326