ECM In Motion
Neil Parrott 270000X1HX firstname.lastname@example.org Tags:  erm manager eos support report cmod ondemand cold 2,305 Visits
A key challenge with a mature market leading product like Content Manager OnDemand (CMOD) is encouraging customers to upgrade from a perfectly functional older version - to the latest version.
New features and capabilities may not be enough to entice some customers to move. Laggards may not pay attention until the need to place a support call arises - only to discover that the end of support date for their particular version has already passed.
If you're attending IOD 2013, you won't want to miss the Content Analytics track. Julie Vaccaro, Sr. Product Marketing Manager, has highlighted some of the can't-miss sessions during the conference, including:
Don't forget to mark your Conference Planner with these great sessions.
...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?
Mia Winn 270001U2F7 email@example.com Tags:  legaltech tradeshow conference new event ecm york 2,192 Visits
Eric Vonheim 270000DG8Y firstname.lastname@example.org Tags:  content-analytics enterprise-content-manage... ecm 2,179 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.
IBM Navigator on Cloud: uniting knowledge workers through content in a flexible and trusted cloud environment
Mia Winn 270001U2F7 email@example.com Tags:  navigator on cloud ecm hunt doug management content enterprise 2,111 Visits
The IBM FileNet P8 V5.1 Information Center is updated several times a year, and was updated with the latest product information just recently. You can learn about the recent updates from this page: http://publib.boulder.ibm.com/infocenter/p8docs/v5r1m0/topic/com.ibm.p8toc.doc/ods.htm.
Mia Winn 270001U2F7 firstname.lastname@example.org Tags:  tradeshow event ecm conference lotusphere 1,994 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’s ECM portfolio has become richer by the addition of several upgrades which introduce highly effective technical and business improvements. ECM Customers with active Software Subscription and Support are encouraged to take advantage of the enhancements for our Content Analytics, Content Collector, Classification and Platform solutions.
IBM Content Analytics with Enterprise Search v3.0 integrates content analytics software with enterprise search capabilities into a unified platform. Through combined capabilities in natural language processing, semantic search, and sentiment analysis, this solution provides richer, more accurate, and relevant insights from content. This software is integrated with an IBM big data analytics solution called InfoSphere BigInsights, allowing clients to derive greater insights from the ever-increasing volumes of information flowing both within and outside the enterprise.
Organizations can also improve accessibility, provide greater usability, enable more effective compliance controls and enhance analytics for unstructured content with the release of IBM Content Classification v8.8 which categorizes and organizes content by combining multiple methods of context-sensitive analysis.
With the release of IBM Content Collector V3.0, IBM's content collection and archiving capabilities now extend to IBM Connections. Using IBM Content Collector for IBM Connections, clients can apply information lifecycle governance practices not only to traditional sources of valuable content such as e-mail, enterprise file systems and Microsoft SharePoint, but also to social business systems such as IBM Connections.
Subscription and Support customers can download these latest upgrades from Passport Advantage and start enjoying the benefits.