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October 1, 2009 • Johannesburg, South Africa
Leveraging Information For Smarter Business Outcomes With IBM Enterprise Content Management
Ludger Helm, ECM Software Sales Specialist
Agenda
ECM Solution Overview: Foundational positioning of ECM portfolio
Enterprise Content Management in Context:
Establishing an Information Agenda
ECM Overview: Using agility to improve business productivity
3
Leverage Information For Smarter Business Outcomes: How To Get Started!
BusinessOptimization
Information Infrastructure
Proven Approach Software
4
5
Enterprise Content ManagementOptimize content, process and compliance management
Capture, manage & leverage your enterprise
contentIBM FileNet Content
Manager,IBM Content Manager,IBM Content Manager
OnDemand
Create insight from unstructured information
IBM OmniFind Search & Content Analytics
Optimize content-centric business processesIBM FileNet BPM
Manage regulatory complianceIBM Content Collection & Archiving, IBM Classification Module, IBM
Records Management, IBM eDiscovery Search & Analytics
Software
Why Is ECM Important To Information Agenda?
With a solution focus, IBM ECM delivers a flexible information infrastructure
Content combined with process is the backbone of an Information Agenda
IBM ECM provides tools for discovering, analyzing, and classifying content in email, files, collaboration repositories such as Microsoft SharePoint and Lotus Quickr
IBM ECM services assist organizations in the development, staffing or refinement of their ECM Center of Excellence.
IBM ECM business partners are solution experts able to leverage accrued knowledge and best practices for specific industry needs.
6
Insurance
Government HealthcareTelco Energy & Utilities
IndustrialRetailFinancial ServicesCase ManagementCustomer
CorrespondenceLending/Credit Approval
Health InsuranceProperty & CasualtyUnderwriting
Contract Management Invoice ProcessingVendor Management
Aging WorkforceAsset and Plant
Lifecycle ManagementBack Office Applications
ComplianceCustomer InsightRemote Worker
Productivity
Asset and Plant Lifecycle Management
Rate Case ManagementRecords Management
Contract ManagementComplianceFederal, State & Local
solutions
Enrollment & Claims Processing
Health Information Management
Health insurance
Information Agenda: ECM Solutions
Organizations Want Agility For Better Outcomes
Localized processes
Globalized processes
Automatedbut inflexible
Optimized and Dynamic
Gain Greater Competitive Advantages
CIO's top priority for last 3 years:
“Improving Business Processes” Source: Gartner, “Making the Difference: The 2008 CIO Agenda,” Jan. 2008
8
Source: London School of Economics – McKinsey survey and analysis of 100 companies in France, Germany, UK and US
Agility Delivers Strong Financial Returns
Integrated IT and Business result in DOUBLE the productivity gains of isolated business and IT efforts:
IT Investment alone: 3%
Business Investment alone: 8%
Integrated Business and IT: 20%
9
Visibility
Bridging the gap between Business and IT
Alignment Real-time access to key
content, business and compliance performance metrics
Change information sources, processes and roles whenever the business requires
Govern
Business can rapidly change business model
IT remains in control of efficient infrastructure
BUSINESS
Change
IT
Modularity enables the business to change without changing the infrastructure
Establish rules for authorization of changes and execute modifications swiftly
10
Agile ECM Standards-based and open repositories and
services that span multiple application and content types
Familiar, easy-to-use frameworks, attractive and flexible experiences for any business user
Active content brings content to life in critical business processes
Powerful tools to derive intelligence from content for valued business use
Business value delivered rapidly - in days instead of months
Collaborative tooling empowers business users as process stake holders
Support for a proactive and prescriptive compliant information management strategy
Traditional ECM
Information locked in siloed repository-specific applications
Unfriendly / difficult / proprietary user experiences
Many specialized ECM products, little/no integration between them
ECM investments and solutions limited to the scope of content management
Difficult, complex and protracted compliance implementations
Lengthy development and deployment cycles
Content passively stored in repositories
Business processes maintained by IT almost exclusively
11
What is Needed?Evolving from traditional ECM to Agile ECM
Shorten time to deliver content-centric applications from months to days
Automate manually intensive processes decreasing process times and costs by 50% or greater
Reduce errors, gain insight and make the right decisions reducing costs and improving customer satisfaction
Rapidly respond to market opportunities and threats creating significant competitive advantage
Take control of unmanaged content to eliminate duplicates and significantly reduce storage needs
Simplified lifecycle can significantly reduce the cost of archiving, records and legal discovery
Agile ECM
Standards-based and open repositories and services that span multiple application and content types
Familiar, easy-to-use frameworks, attractive and flexible experiences for any business user
Active content brings content to life in critical business processes
Powerful tools to derive intelligence from content for valued business use
Business value delivered rapidly - in days instead of months
Collaborative tooling empowers business users as process stake holders
Support for a proactive and prescriptive compliant information management strategy
12
But What Does it Really Mean?Agile ECM means results
Agile ECM: Content Management
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
13
Business Content Services
Transactional Content
Document Management
Content Integration
14
"The success of the HAWK Power Detention System has demonstrated the value and potential of IBM FileNet P8 for J.B. Hunt. As a result, other divisions within the company are exploring business process management as a way to remove non value-added work and add dollars to the bottom line. "
Tarek Taha Engineering Manager JB Hunt
Business Challenge Manual billing Deliveries made before customers could accept
resulting delays
What’s Smart? Complete billing process visibility
Automated carrier assignment & billing – drivers know when customers can take deliveries and charge automatically if the customer delays delivery
Multiple forms of information including email and paper are now automatically managed
Smarter Business Outcome Accurately track and bill charges to the customer
adding $870K in revenues annually
6 times improvement in billing staff productivity
Improve record-keeping to ensure compliance
JB Hunt Increases Revenue
Agile ECM: Content-centric BPM
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
15
Design Simulate
Execute Monitor Optimize
16
“With IBM ECM, we’ve streamlined and optimized business processes to drivea recurring savings of more than $100,000 annually.”
Fred CookChief Technology OfficerNorth Shore Credit Union
Business Challenge Streamline business processes so existing staff
could manage the increased workload while strengthening customer service.
What’s Smart? Credit Union staff can leverage all forms of
information for a complete view of the customer, streamline business processes, and capture documents electronically for easy access and storage.
Smarter Business Outcome 100,000 CAD annual savings due to improved
business processes 70% reduction in deficiencies in customer-
facing processes
North Shore Credit Union Realizes Significant Savings
Agile ECM: Compliance & eDiscovery
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
17
Records Management
Content Collection & Archiving
eDiscovery Search & Analytics
SAP Archiving Advanced Classification
21
“ “The unique zone approach supported by IBM and The unique zone approach supported by IBM and IBM Business Partner Integro allows us to manage IBM Business Partner Integro allows us to manage e-mail according to its business value in a way that e-mail according to its business value in a way that is least disruptive to our users.” is least disruptive to our users.”
Sandy HostetterProgram Manager, Electronic ContentManagement and RetentionRohm and Haas
Business ChallengeNeeded to streamline regulatory and legal
compliance processes while improving business efficiency and effectiveness
What’s Smart?An ECM solution that simplifies the capture and
retention of essential e-mail while helping employees leverage the value of business information throughout its lifecycle
Smarter Business OutcomeStrengthens governance processes Improves staff efficiencyProtects corporate intellectual property and helps
support accuracy of informationEnhances collaboration to drive greater innovation
Rohm And Haas Streamlines Regulatory Processes
Agile ECM: Information Access & Discovery
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
22
Content Search & Access
Content Classification
Content Analytics & Insight
Advanced ClassificationLeverage the Full Content Context to Make the Right Decision
Simple rules or keyword based classification can be too coarse to make fine distinctions between long-form texts with very different intent
24
““IBM Commerce Module for OmniFind Discovery IBM Commerce Module for OmniFind Discovery Edition powers the entire navigation experience—Edition powers the entire navigation experience—portlets, images and navigation menus—to help portlets, images and navigation menus—to help shoppers find what they need in a way that’s most shoppers find what they need in a way that’s most convenient and natural for them. This is critical in convenient and natural for them. This is critical in helping us increase conversion rates and helping us increase conversion rates and effectively compete against companies much larger effectively compete against companies much larger than ours.”than ours.”
Dale ShumanDirector, Information TechnologyCHEFS Catalog
Business Challenge Wanted to turn shoppers into buyers while
reducing the time and involvement required by its IT department to manage site content.
What’s Smart? A contextually relevant search and browsing
experience
Smarter Business Outcome Optimized staff efficiency and increased
organizational agility Helped company improve conversion rates Enabled company to meet aggressive
implementation deadlines by facilitating deployment of state of the art search and navigation capabilities in less than eight weeks
CHEFS Catalog Turns Shoppers Into Buyers
IBM Agile ECM helps companies make better decisions faster by: Managing all forms of content Optimizing associated
business processes Enabling compliance Deriving insight from content
through an integratedinformation infrastructure
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
Federation & Integration Services
Agile ECM Framework
Portals Content-Enabled Applications
Com posite Applications
Collaboration:Quickr &
SharePoint
Enterprise Search
Desktop Productivity: Notes & Office
ContentInsight
Agile User Interfaces
Business Process Management Services
M odeling & Sim ulation
Business Activity M onitoring
Content Centric Processing
Industry M odels & Rules
Process Choreography
Compliance & Discovery Services
Enterprise Content Services
Retention & Disposition Legal Holds
eDiscoveryGRC Content Collection
RightsM anagem ent
FilePlan Archiving
ContentAnalytics Publishing CollaborationEm ail
ReportsForm s Docum ents Digital Assets Im ages W eb Content
ClassificationTaxonom y Capture Search Security
RepositoriesIBM Other
StorageDigital & Physical
DataServers
25
IBM Agile ECM: Get more value out of your content
26
Eliminate paper-based, manual processes
Automate content-centric processes to reduce processing lead times and errors
Address compliance needs through an integrated content solution
Increase business agility with greater control over enterprise content
Capabilities
Reduce costs associated with paper records
Increase productivity of employees in sales, billing, HR and scheduling by automating manual processes and reducing errors and exceptions
Reduce risk by addressing information storage, auditability and retrieval needs from regulations
Business Value
Enterprise Content ManagementOptimize content, process and compliance management
Where Can You Benefit From Agile ECM?
High-volume transactions involving paper or electronic documents
Transactions requiring aggregation of multiple or complex set of paper or electronic documents
How & where do you store critical corporate documents?
Do you have agreements for off-site storage and retention of documents?
What are your current records management practices?
Document-intensive collaborative projects
How are policies and procedures created and disseminated internally?
Do you have industry, regulatory or environmental compliance/reporting requirements
28
Improved decision making
Reduced costs
Increased flexibility/agility
Shortened time to value
Improved collaboration between IT and business
Highlights
29
Accelerate your journey!
Industry Leading Portfolio Leading in every category
Strong client acceptance Open, extensible architecture
Expanded Value Foundational Tools, Information Agenda Guides and
Workshops, Information Accelerators, Information On Demand Competency Centers
Strong Eco-System Over 35,000 people, cross-company IOD focused…
Over 2,000 new business partners
Drive Smarter Business Outcomes With IBM Agile Enterprise Content Management