IBM Solutions Connect 2013 - Enterprise Content Management

© 2012 IBM Corporation

Smarter Content Management

Murray Reid | Asia Pacific Business Unit Executive

IBM Enterprise Content Management Solutions

© 2012 IBM Corporation2

Source: IBM market informationSource: IBM market information

A Content Big Bang (not a Theory)


‘‘Content is everything.’ Content is everything.’ — — CMO, HusqvarnaCMO, Husqvarna

Content Comes in All Forms – And Fast


However, Content is the Fabric of Your Business

..and captures the Human element

LEGAL CLAIMS INSURANCE CRIME

MORTGAGEMEDICALLOAN ORIGINATION


Insights from a Simple Survey

The car smelled of smoke and had an annoying wheel balance issue

Any comments or suggestions


#1 in the Industry...again

Source: Gartner, ECM Market Share, April 30, 2013

IBM ahead in both growth and market share

Source: IDC, ECM Market Share, April 30, 2013

IBM is the undisputed leader in the 2013Gartner ECM Magic Quadrant

leaders


Leading organizations rely on IBM Enterprise Content Management (ECM) solutions to drive their businesses

* Lists of top companies/agencies sourced from Dun & Bradstreet Worldbase. ECM customer information sourced from IBM Finance.

24 out of the top 30 banks worldwide*

15 out of the top 16 telecommunications companies worldwide*

19 out of the top 23 insurance companies worldwide*

56 of the top 58 government agencies*

21 out of the top 27 global retail companies

1200+ manufacturers worldwide*


Customers - BFSI


Customers – Telecom, Retail, Manufacturing & Services


Customers – Government, Defence, Energy & Utilities


Customers – Travel, Healthcare, Infrastructure, Manufacturing…


• Comprehensive case management

• Integrated collaboration and rules

• Case analytics• Document centric

workflow

• Office document management

• Social content and collaboration

• Content analytics and assessment

• Enterprise search

• Content classification and tagging

• Master content

• Smart archive

• Records and retention management

• eDiscovery

• Disposition and governance

ActivateActivate SocializeSocialize AnalyzeAnalyze GovernGovern

• Document capture automation

• Production imaging• Enterprise report

management• Platform

standardization and consolidation

CaptureCapture

for reduced cost and risk

and put the content in context

for better collaboration and access

and identify patterns to gain insights

and gain control of the content to determine the value

High Value Solutions built on best-of-breed capabilitiesHow can we help your organization?How can we help your organization?


Put content into action across specific business opportunities

Capture and manage unstructured business information

Reduce cost and risk associated with business information

11

22

33

ECM Portfolio spans three Primary Usage Categories


CONTENT ESSENTIALS

1


Fully exploit all sources of data and content for insight

Fully exploit all sources of data and content for insight

Ensure the right information is captured, activated and accessible while unnecessary data is promptly disposed

Leverage the volume, velocity and variety of internal and external information in context for new, deeper insights

Eliminate printing and deliver fast access to statements and reports online to millions of users

Only IBM offers an enterprise-class capture and imaging platform as part of a comprehensive enterprise content management foundation

Capture

Single integrated platform for intelligent imaging and capture

Capture content anywhere it exists

BII Maybank reduces account opening time by 60% with Datacaphttp://youtu.be/B8T9gltbq_s

BII Maybank reduces account opening time by 60% with Datacaphttp://youtu.be/B8T9gltbq_s


Backfile conversion to reclaim storage space

Capture for SharePoint*

*with ECM Connector

Real time scanning anywhere anytime

Capture for SAP - HR

and contract managemen

t

Medical Records

capture for better care

Capture fax, email and

attachment

Accounts Payable

capture for supply chain

Medical claims

capture for timely

payments

Capture for Subscription processing

Correspondence capture

and tracking for compliance

Tax form processing

for govt. revenueSurvey/Census

processing for accurate

data gatheringNew

customer on boardingfor fast service

Sales order entry for fast

fulfillment

Mortgage capture to accelerate

lending

Capture for customs

clearance

Enterprise capture

Custom applications

Datacap Taskmaster CaptureManaging the spectrum of document capture applications from basic scan and archive to

Enterprise Capture

Datacap Taskmaster CaptureManaging the spectrum of document capture applications from basic scan and archive to

Enterprise Capture

Basic scan and imaging

Scan and archive for

IBM Content Manager


About the client• For more than 150 years, the Department of Posts

(DoP) has been the backbone of the country’s communication

• Touches citizen lives by services likes delivering mails, accepting deposits under Small Savings Schemes, providing life insurance cover under Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI) and providing retail services like bill collection, sale of forms, etc.

The need• The Financial Services System Integration project aimed

to revolutionize its financial operations and end-user services

• To transform its banking and insurance operations - covering more than 200 million banking customers across urban and rural India.

• Required comprehensive, scalable ECM solution covering Mail, Retail and e-Commerce Operations, Logistics and Warehousing, Postal Banking, Postal Life Insurance, Finance & Accounts, HR and Customer Interaction Channels across 1,000 processing Centers and 22 Post Circles

India PostTransforming financial operations

IBM solutions• IBM Production Imaging Edition (FileNet

and Datacap)

The benefits A pre-integrated scanning, content process

solution

Faster time to market because of these integrated capabilities.

Scalability proof points from the production world handling hundreds of TB’s and thousands of transactions.

Lower TCO – because of bundled components


IBM acquires

A leading provider of document & image viewing solutions

Daeja’s ability to display 100’s of document and image file types unlocks the value of a

content repository

The value of Viewing Content in Context


Incorporate internal and external communities with an open standard approach

Connect the right social content with the right people and processes

Derive business insight from unstructured social content

Collaborative, open document creation and management

Only IBM enables organizations to connect the right people, knowledge and skills with content in a single platform, providing content intelligence anywhere

Leverages familiar desktop applications to author, share, and collaborate on content anywhere

Responsible Social Content

Socialize content in context


Mobile solutions matching business needs

IBM Content Navigator for iOSBrowseSearchView

Add using camera

IBM Content Navigator for iOSBrowseSearchView

Add using camera

Horizontal and vertical Partner solutions

Horizontal and vertical Partner solutions


The need• To run a profitable organization for its shareholders, employees and partners.• To decrease delays, reworking and production downtime caused by manual search, retrieval, and modification of over 50,000 engineering documents from both internal and external sources.

The solution• IBM Business Partner: McLaren Software• A suite of configurable business applications automates the engineering process and ensures the integrity, production and use of project and asset documentation.

Apache CorporationHelping increase productivity and ensuring integrity of engineering project documentation

The benefits• On-demand and secure access to validated documentation • Consistent engineering business processes across multiple projects via a software solution • Improved compliance and audit capabilities using the project documentation and business methodology features• Minimization of errors and reworking that result in costly project delays • Improved control of information to vendors and suppliers using the transmittal portal architecture“We will leverage the Enterprise Engineer application

suite to automate existing manual processes, helping us create economies of scale in the management of existing and future capital assets.”

—Mike Bahorich, Executive Vice President, Apache Corporation


HIGH VALUEECM SOLUTIONS

2


Achieve rapid time to market with Case Management Solutions over traditional BPM approaches

Leveraging all information, people and processes to realize new efficiencies and effectiveness

Leveraging all information, people and processes to realize new efficiencies and effectiveness

processprocess

Activate content to improve case outcomes

Only IBM offers comprehensive case and content-centric BPM capabilities that are specialized to facilitate better case outcomes

Customers realizing substantial improvements in the effectiveness and efficiency of knowledge work

Customers significantly shortening time-to-value with business-driven tools for building case solutions

IBM Business Partners, GBS and IBM Software now offer array of industry-specific solutions

peoplepeople

informationinformation


Resulting in today’s legacy of:• Multiple line of business systems processing information redundantly for the same customer

• Lack of standards, inconsistent processes

• Information inconsistency

• No single view of a customer’s case history

• Heroic acts by knowledge workers

The introduction of software automation to the principal business processes—replacing parts of the old manila folder

Imaging and workflow

Enterprise content management

ERP, CRM, and other enterprise applications

Collaboration, social software, application modernization, business rules

CaseFolderCaseFolder

Efforts to achieve the best outcomes efficiently have evolved in the industry over time...


About the client

• One of the leading and oldest retail banks in South India.

The need• Automation of Customer On Boarding Process• Automation of Loan Origination Process• Improve Customer Satisfaction by timely services

IBM solutions IBM Datacap - for Accounts Payable Automation

IBM Case Manager for Business Operations

Lakshmi Villas BankProcess automation for better customer responsiveness and employee productivity

The benefits Provide Faster Services to Customer

Reduce turn-around time and improve employee productivity

Timely and informed decision making with 360 degree view of each request or process

Provide centralized real-time view of business operations from all branches.


About the client

• Dept. of Factories, Boilers, Industrial Safety & Health(DFBISH) is a part of Min. of Labour, Govt. of Karnataka, India

• Key objectives of DFBISH included : consolidate and amend the laws regulating labour in factories, to protect their health, safety, welfare and to ensure safe work environment

The need• Issuing and renewal of Licenses to the Factories, Boilers and

Manufacturing units • Reviewing of applications and processing for various

applications forms • Streamlining of internal business operations and approvals

for various requisitions by the Factory, Manufacturing unit owners,

• Enabling Dept. with paperless office

IBM solutions IBM Case Manager for Business Operations

Dept. of Factories & Boilers - eSurakshae-Governance and process automation

The benefits 360 degree, holistic view of business

processes of all regional and branch offices.

e-Enabling and automation of document centric business processes.

Provide quick and transparent services to the stakeholders/customers

Guaranteed Service under Sakala Program

More than 30 document centric business processes are being automated to bring agility in service and improvement in employee productivity


Natural language

Hypothesistesting Evidence-based

learning3

1

2

Moving your organization from search to discovery, from possibilities to probabilities, and from simple outputs to intelligent options

Analyze content to unlock critical insight

Derive 360-degree visibility, analysis and insight into content

Search, assess and analyze large volumes of text in order to understand and determine relevant insight quickly

Customize rapid insight to industry and customer specific needs

Derive new business insight rapidly by accessing, interpreting and analyzing unstructured content

Only IBM brings together the technologies that define the next generation of Smarter Analytics solutions that can reason and learn

IBM Content Analyticsnew


Sales missed due to out of stock inventory

20% customer attrition in the past year

Claims payouts over reserve by 8%

Increase in credit card transactions by Mr. Smith mainly for procuring suspicious items in the past 6 months

Sales missed due to out of stock inventory

20% customer attrition in the past year

Claims payouts over reserve by 8%

Increase in credit card transactions by Mr. Smith mainly for procuring suspicious items in the past 6 months

Early indicators of positive sentiment of interest in product not recognized, adequate stock not maintained

Increased dissatisfaction with Smart phone plans and devices because overcharging for data access and “poor” battery life

Missed suspicious characteristics in description in 4% of claims submitted

Mr. Smith and Mr. Jared, webmaster of one of the terrorist-funded sites, were both mentioned in the same email to organize assets for an upcoming event

Early indicators of positive sentiment of interest in product not recognized, adequate stock not maintained

Increased dissatisfaction with Smart phone plans and devices because overcharging for data access and “poor” battery life

Missed suspicious characteristics in description in 4% of claims submitted

Mr. Smith and Mr. Jared, webmaster of one of the terrorist-funded sites, were both mentioned in the same email to organize assets for an upcoming event

Analytics is adapting from the Quantitative to Experiences, Behaviors, and Context

What (Structured) Why (Unstructured)

The Analytics Imperative


Fraud AnalyticsFraud Analytics


IBM Intelligent Investigation Manager

• Discover complex patterns• Better understand the

characteristics of fraud• Automatically flag issues

and manage case resolution• Save money and protect

corporate reputations

Advanced analytics and personalized care management to drive patient-centered care

IBM Case ManagerIBM Case Manager

IBM Content AnalyticsIBM Content Analytics

IBM i2 Fraud Intelligence AnalysisIBM i2 Fraud Intelligence Analysis

Intelligent Investigation ManagementIntelligent Investigation Management

DAT

A Operational Data SourcesOperational Data Sources

Structured / Unstructured Data Sources

Structured / Unstructured Data Sources

ClaimsSAPApps

Use analytics and case management across industries to investigate, detect and prevent fraud


INFORMATIONECONOMICS

3


Enabling you to go beyond solving the archiving problem to capturing new savings

Know when information has lost its value and needs defensible disposalKnow when information has lost its value and needs defensible disposal

Unified value-based archival, retention, eDiscovery and defensible disposal for both structured and unstructured data

Efficiently and consistently comply with litigation and regulatory requirements

Differentiator for companies that want to lower cost, complexity and risk

Unified value-based archival, retention, eDiscovery and defensible disposal for both structured and unstructured data

Efficiently and consistently comply with litigation and regulatory requirements

Differentiator for companies that want to lower cost, complexity and risk

Only IBM enables customers to effectively retain and archive information, meet eDiscovery obligations, and defensibly dispose of information

Govern content for reduced cost and risk


Enterprise Information

Very Simple Savings Proposition: Dispose of Unnecessary Data

1%

25%

5%

69%

%s based on CGOC Summit 2012 Survey

Are You Spending to Store, Disclose, and Process Data With No Utility?Are You Spending to Store, Disclose, and Process Data With No Utility?


StoredIQ – Acquired by IBM in 1Q 2013

Understand Your DataFind patterns, insights and structure in aged

or loosely organized unstructured data •Spot compliance violations – how much Personally Identifiable Information (PII) is stored in unsecure locations, where is it, who are the biggest offenders?•Make infrastructure planning decisions – are you making the best use of your primary storage environments, or is there data that should be archived, how fast are your SharePoint sites growing?•Get out in front of the eDiscovery process – where do your serial custodians have data stored, how much data do they have and how old is it, is there anything you can potentially delete?•Jump start or monitor records initiatives – what types of data is on your file shares, how old is your data, are people storing data where they shouldn’t?


About the client• National Aviation Company of India Limited (NACIL),

also known as Air India is India's national flag carrier. • More than 32,000 employees spread across India and

the globe

The need• Needed to have a robust Email Archival solution that

would scale to its changing use base

IBM solutions• IBM Content Collector – Mail Archival • IBM FileNet

National Aviation Company of India Limited Smarter Email Archiving

The benefits Leverage existing investments in

technology - the email archival solution leveraged the existing document management repository for archiving email data.

The customer now has a compliance ready framework, created as per mandate


Solutions Built on our Core ECM Capabilities

SmarterSmarterContentContent

SolutionsSolutions

SmarterSmarterContentContent

SolutionsSolutionsfor reduced cost and riskGOVERNGOVERNGOVERNGOVERN

and put the content in contextACTIVATEACTIVATEACTIVATEACTIVATE

for better collaboration and accessSOCIALIZESOCIALIZESOCIALIZESOCIALIZE

and identify patterns to gain insightsANALYZEANALYZEANALYZEANALYZE

and gain control of the content to determine the valueCAPTURECAPTURECAPTURECAPTURE

In SummaryIn Summary


Partners Accelerate the Value of Solutions

• Broad industry expertise• Flexibility for custom

solutions• Trusted advisor and customer

relationship• Expanding the IBM

ecosystem


Murray ReidAsia Pacific Business Unit ExecutiveEnterprise Content ManagementIBM Software Group

Tel +614 1239 [email protected]