Introduction to IBM FileNet Social Media SMC4 · Introduction to IBM FileNet Social Media SMC4 Email [email protected] Confidential to Integritie 10.09.2014 Social Media Capture,

1 www.smcapture.com

© Integritie 2012

Introduction to IBM FileNet Social Media SMC4

Email [email protected]

Confidential to Integritie

10.09.2014

Social Media Capture, Control, Compliance and Communication

Social Media Capture, Control Communication and Compliance

Social Media – the 4 C’s

- Capture

- Control

- Communication

- Compliance

2 www.smcapture.com

© Integritie 2012

Objective of this presentation

1) Introduction to IBM FileNet Social Media – SMC4

2) Outline how IBM get paid for IBM FileNet SMC4 Sales

3) How to get your IBM FileNet SMC4 Lite Free Login Details

This presentation can be downloaded at www.smcapture.com/IBMSMC4.pdf

Introducing IBM FileNet Social Media SMC4

3 www.smcapture.com

© Integritie 2012

Introducing

KC Online the

IBM FileNet Cloud

4 www.smcapture.com

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SMC4 is part of the IBM FileNet Cloud ‘Knowledge Capture’

Knowledge Capture Online (KC Online)

is a comprehensive IBM FileNet image,

social media and content cloud.

KC Online is an out of the box, ready to

use IBM FileNet cloud service, new

customers are onboarded within 72 hours

of customers signing contracts

KC Online includes a end to end

Social Media capture, control,

communication and compliance tool that

compliments the IBM ECM strategy,

including:

1. Social Media Capture

2. Advance Case Management

3. Automated Workflow Management

4. Content Defenceability

5. Content Destruction

5 www.smcapture.com

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Knowledge Capture Architecture – Powered By FileNet

Knowledge Capture is Powered by FileNet and IBM ECM Solutions

KC Online Includes

• IBM FileNet

• IBM Content Analytics

• IBM Records Manager

• IBM Advance Case Manager

• IBM Datacap

6 www.smcapture.com

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SMC4 was created to close the Holistic content gap

Images

PC Files

Reporting

Video / VoiceeMail

.

Social Media strengthens the IBM ECM total holistic experience of capturing and managing

all digital content

Faxes

Social

Media

7 www.smcapture.com

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SMC4 – Win IBM Smarter Commerce Award 2013

8 www.smcapture.com

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Introduction to

SMC4

9 www.smcapture.com

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Customers are communicating via social media BUT TODAYS TOOLS HAVE SHORTCOMINGS…

1. Social Media tools have a single log-in user id and password per page, with many employees

updating the same social media page, there is no audit function to control, track or audit who is

reviewing and responding to Customers. (Control and Compliance risk)

2. Social Media tools have no Advanced Case Management or Workflow to capture and control each

individual Customer social media communication. The ability to review and reply to social media

content is lost as social media communication volumes increase

3. Social Media tools have no storage repository. Social media communication records are lost,

leading to e-discovery compliance risks, including evidence spoliation and failed social media

governance

4. There is no automated social media tools to stop, hide or delete inward or outward inappropriate

communications such as stopping profanity, sexist or racist comments, and or Banking and

Finance FINRA, NASD and SEC controlled communication needs

5. Social Media tools represent an attractive sales and marketing revenue development opportunity

but customers cannot use social media for marketing or sales unless the have social compliance

to capture, control and process communications

Social Media Industry Compliance and Control issues

10 www.smcapture.com

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SMC4 is an end to end social media communication

and management tool providing;

1. A single sign-in tool controlling the receipt and

sending of all social media communication needs

2. Comprehensive controls and supervision tools

ensuring published social media communication

meets regulative policies

3. Full audit, control and reporting tool of all social

media communication

4. Complete repository and e-discovery of all social

media communications

5. Regulative life cycle control and destruction of all

social media communication

Social Media Single Sign-in Console

What is SMC4?


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Protection Against Social Media Abuse and Brand Damage

Complaints

Profanities

Racis

t Com

ments

Swearing

Sexist Comments

Protest GroupsRogue Employees

cursingBlasphemy

obscenities

cuss abuse

Social Media Brand Protectionwww.smcapture.com

Inappropriate Communication

1. SMC4 reads all inward coming social

media pages, looking for offensive

content

2. SMC4 automatically hides or deletes

inappropriate messages from social

media sites, protecting company brands

from social media commercial damage

3. SMC4 controls all outgoing social media

communication, blocking inappropriate

messages or content from leaving your

company.

SMC4 protects social media pages from inappropriate communication


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SMC4 Social Media Capture, Control Communication and Compliance

1. Customers communicate via Social Media

2. SMC4 Captures social media communication, such as;

• Complaints Capture and Processing

• Purchasing of Products

• Insurance Claims Processing

• Change of Address

• Customer Questions

• Refund

3. SMC4 automatically moves social media communication into a

automated workflow and controls the processes and procedures to

address the communication, ensuring compliance and governance

with policies

Social Media Customer Communication Capture and Process Control


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SMC4 Automatically Receives and Controls Social Media

Receive Communication

Analyse and translate

communication

Automatically release into appropriate workflow

1. Real time receipt and automatic directing of social media communication to the right people and business process

2. SMC4 enables immediate response of social media communication in a structured manner, ensuring highest levels of service

level response and controlled communication management

3. SMC4 dramatically reduces the cost of managing the receipt and response of social media communication

Change

of Address

Complaints

Purchase Products

Questions

Job Application


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SMC4 - Monitoring of Social Risk

1. If your company is criticized or attacked

through social media, the criticism can go viral

before your company is even aware of the

concern. SMC4 social media monitoring

highlights social risks, enabling you to protect

your company’s reputation.

2. SMC4 provides 24/7 automated social media

monitoring, automatically redlining any

negative mention of your company,

immediately escalating any negative or

concerning social media messages.

3. SMC4 social media monitoring reviews

communications from Facebook, Twitter,

LinkedIn, Google+ and many blogs, forums and

sites, enables real time management ad

response of negative social communications,

protecting your company’s brand and

reputation.

SMC4 searches and navigates the social media world seeking and finding conversations

important to protecting your company’s brand and reputation while providing real time

support to your customers.

www.smcapture.com


© Integritie 2012

SMC4 – Control of Social Media Communication

SMC4 content analytic enables firms to control Social Media communication standards.

SMC4 Social Media Communication Governance

1. SMC4 provides real-time monitoring of

employee Social Media communication,

alerting Supervisors of any social media

communication risks

2. SMC4 stops inappropriate social media

communication from being released to the

Public

3. SMC4 checks and audits inbound & outbound

correspondence prior to it ever leaving the

company and therefore prior to their having

ever been an issue with what may have been

said.


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SMC4 – Social Media Auto-Response & Workflow Integration


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IBM ECM Integration


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SMC4 – IBM Integration

The SMC4 Connector seamlessly integrates

With:

1. IBM FileNet

2. IBM Content Manager OnDemand

3. IBM Connections (formal release 30th Sept 2013)

OnDemand

IBM Connections


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SMC4 – IBM End to End Solution Architecture

1. Social Media Capture

2. Advance Case Management

3. Automated Workflow Management

4. Content Defenceability

5. Content Destruction

SMC4 is 100% Aligned to the IBM ECM VisionS

erv

ice

s

Storage

IBM

FileNet

IBM Advance

Case Manager

Co

mp

reh

en

siv

e

Do

cu

me

nt C

ap

ture

an

d R

ec

ord

s

Ma

na

gem

en

t

IBM

Re

co

rds

Ma

na

ge

me

nt

SMC4 Lite

Facebook

Twitter

LinkedIn

IBM

Content

Analytics


© Integritie 2012

SMC4 User Options


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SMC4 Is Offered Based On Two Pricing Models

IBM Software Passport Advantage with SMC4 OEM

Customers buy IBM software

1. FileNet or OnDemand and

2. IBM Content Analytics

3. Records Manager

Buy SMC4 as IBM OEM Purchase

Option 1IBM Software

Passport Advantage

IBM FileNet Cloud Modelwith SMC4

Integritie provide the total IBM FileNet Cloud which includes FileNet, Content Analytics and Records Manager

Customers pay Integritie a fixed monthly fee to use the FileNet Cloud and Integritie pay IBM ASL software licences,

(C Revenue to IBM sales reps)

Option 2FileNet Cloud


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Option 1

Sell IBM Software under

Passport Advantage

Perpetual Licence


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Three SMC4 Options


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SMC4 Lite – Free Use (only available in the Cloud)

SMC4 Lite includes: www.smcapture.kc-ol.com/registration.php

1. 1 x Facebook, 1 x LinkedIn, 1 x Twitter

2. Up to 5 Users

3. Up to 10 Social Channel Actions Per Day

4. Operational Reports

5. Online Support

Costs

1. Free of Charge

With SMC4 Lite customers use SMC4 in the Cloud

This is an IBM social media quick start model

Once customers upgrade to SMC4 Premium

or SMC4 Enterprise they buy IBM ECM Software


© Integritie 2012

IBM FileNet Cloud - SMC4 Premium Edition

SMC4 Premium includes

1. Unlimited Social ChannelsFacebook, LinkedIn, Twitter, Google+. Connections, Outlook email etc.

2. Unlimited Users

3. Unlimited Social Channel Actions Per Day


5. Online Telephone Support

Each New Sale Sells

1. IBM FileNet


3. SMC4


© Integritie 2012

IBM FileNet Cloud - SMC4 Enterprise Edition

SMC4 Enterprise includes:

1. Unlimited Social ChannelsFacebook, LinkedIn, Twitter, Google+. Connections, Outlook email etc.

2. Unlimited Users

3. Unlimited Social Channel Actions Per Day


5. Online Support

6. Advanced Workflow Management

7. Records Management

8. Online & Telephone Support

Each New Sale Sells

1. IBM FileNet


3. IBM Records Manager

4. SMC4


© Integritie 2012

100 Users - IBM Passport Advantage Sale Pricing

100 User FileNet, Content Analytics and RM with SMC4 (perfect for Complaints process or Call Centre)

Notes & Assumptions:

1. Pricing in US Dollars

2. IBM Starter Pack pricing – no Banding discounts applied

3. Client numbers based on AUVU’s and not number of users

4. Pricing excludes technical services

5. Prices exclude SMC4 software

6. SMC4 is sold as OEM purchase

7. If the customer already has any IBM software modules just remove and up sell the remainder


© Integritie 2012

500 Users - IBM Passport Advantage Sale Pricing









500 User FileNet, Content Analytics and RM with SMC4 (perfect for Complaints process or Call Centre)


© Integritie 2012

1,000 Users - IBM Passport Advantage Sale Pricing









1,000 User FileNet, Content Analytics and RM with SMC4 (perfect for Complaints process or Call Centre)


© Integritie 2012

Option 2

Integritie provide the

End to end IBM FileNet Cloud


© Integritie 2012

IBM FileNet Cloud Pricing Options – IBM ASL Software

Includes

• Electronic document repository only

• Document search and retrieval

• SMC4

• 24 x 7 x 365 availability

• 2GB annual storage, per user

Includes

• PreBuild Workflow Apps

• Advanced Case Management (ACMS)

• SMC4

• eForms

• 24 x 7 x 365 availability

• 2GB annual storage, per user

£30 SMC4 Online

Power User

$50

£3 SMC4 Online

Occasional User

$5

£0.30 SMC4 Online

External User

$0.50

£60 SMC4 Online

Power User

$100

£6 SMC4 Online

Occasional User

$10

£0.60 SMC4 Online

External User

$1.00

Pricing Per User Per Month

SMC4 Cloud with No Workflow Apps

Pricing Per User Per Month

SMC4 Cloud with Workflow Apps

Each New Sale Sells

1. IBM FileNet base


3. SMC4

Each New Sale Sells

1. IBM FileNet with workflow


3. IBM Records Manager

4. SMC4


© Integritie 2012

IBM – SMC4 OEM Purchase Price from Integritie

1. There are prices IBM Buy SMC4 from Integritie – recommend 40%+ up lift to customers

2. Integritie buy the IBM Software under the IBM ASL Agreement


© Integritie 2012

SMC4 Lite

How to Get your

free userid


© Integritie 2012

SMC4 Lite (BETA Access)

Go to www.smcapture.com/login.php


© Integritie 2012

Step 1 – Create Your Account


© Integritie 2012

Step 1 – Create Your Account (verify your email)


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Step 2 – Connect to Social Media Accounts


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Step 3 – Introduction to SMC4


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Step 4 – Start Using SMC4


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Target Focus to sell

IBM FileNet Social Media


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Target the following

• Head of Customer Services

• Call Centre Managers

• Complaints Managers

• Chief Marketing Officer

• Social Media Manager

• PR Manager

• External Affairs Managers

Targets to Focus SMC4


© Integritie 2012

• IBM White Paper regarding SMC4http://www.smcapture.com/documents/Power%20of%20Social%20Networking%20for%20Financial%20Services.pdf

• Documentation and Brochures

http://www.smcapture.com/documentation.php

• Demonstrations and Education

http://www.smcapture.com/demonstration.php

• Customer References

http://www.smcapture.com/references.php

• Win IBM Smarter Commerce Award 2013http://www.prnewswire.com/news-releases/security-first-insurance-company-honored-with-2013-ibm-smarter-commerce----service-award-209389141.html

Sales Support Tools


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Need any Help

Key Contacts for Assistance

• Sales Support – England / EMEA

SMC4 Product Manager – Sales Support

Michelle Cassidy – email [email protected]

• Sales Support USA East Coast – Boston

Bill Martin - [email protected]

• SMC4 Helpdesk- OnBoarding Questions or Help

Laura Newton - SMC4 OnBoarding Support email: [email protected]


© Integritie 2012

Questions

and Answers

Documents

Introduction to IBM FileNet Social Media SMC4 · Introduction to IBM FileNet Social Media SMC4 Email [email protected] Confidential to Integritie 10.09.2014 Social Media Capture,