Enterprise Content Management

Momentum Barcelona: Where a Spark Becomes a Fire

Momentum Barcelona

Momentum Barcelona 2016 – after every Momentum, I am given the unenviable task of trying to recapture each amazing iteration of this event in vivid detail, to effectively recount the keynotes, the various breakout sessions, and all of the fun and community that make Momentum such an amazing event for our customers, our partners and, yes, our employees. So, while it may be nearly impossible, let me take a moment to relive Momentum Barcelona and to celebrate the return of this great event to Europe. For those of you that were unable to join us for Momentum Europe, I’m truly sorry you weren’t able to experience the incredible atmosphere and beautiful location that is Barcelona. What an incredible city in which to host our Momentum Conference, full of history, life, vitality and, of course, never-ending fun. I can’t think of a better backdrop for an event that celebrates our customers and their successes with our technology. And, to the more than 800 registered attendees and, in particular, our customer and partners, I want to simply say thank you for sharing the experience with us and helping to make it an event that practically defies description. Before I get into the highlights of the conference, I also wanted to share with you an observation from one of the sessions this past week, a view that the team from the Enterprise Content Division has long had an undeniable spark, a spark that seems to burn even brighter during important times like Momentum, and in particular, Momentum Europe. You see, at events like Momentum or our Customer.NEXT roadshows, we are at our best, surrounded by the customers and partners that have made ECD great. We are with our “community.” Better yet, we are amongst friends. During these moments, this ECD community has achieved incredible success, building upon the present and always looking forward to the future. The reason is clear: it’s because each of us – customer, partner and employee – shares a common goal, as well as the commitment to see one another succeed, to realize the incredible value that organizations can achieve working with our technology. This is the spark we experienced this week, one that has continued to burn brightly through all of the years and across every Momentum. And, as we look toward the end of a very eventful year, we’re also looking toward the amazing opportunities that lie before us to fan this flame into an even bigger blaze in the years to come. Perhaps never before has the name Momentum been more appropriate for our conference, or for our organization. This is evidenced by all of the activities and announcements that accompanied this year’s Momentum Europe. As you likely know, at ECD, we are focused on digital transformation and enabling our customers to achieve true competitive advantage in this digital age. You probably also know that much of the rest of the industry has recognized our vision and is now beginning to share our understanding of the importance of enabling transformation. ECD has continually delivered on its promise of providing a complete content strategy and set of solutions that will enable our customers to achieve their transformational goals. At Momentum Barcelona, we launched groundbreaking new solutions, including new LEAP apps and the  new LEAP Platform, as well as the next release of InfoArchive, InfoArchive 4.2, which brings exciting new capabilities for our Financial Services customers (on the heels of the recently announced InfoArchive 4.1/Clinical Archiving 2.0). We also provided a number of exciting updates to our Documentum products that make them easier than ever before to deploy, upgrade and manage in hybrid environments. Finally, we shared updates on a few of our industry solutions, designed to meet specific vertical needs, including new features in the Documentum Asset Operations 2.1 that offer compelling opportunities for the Energy and Engineering industries and Documentum Life Sciences Suite 4.2 , which now provides support for medical device documentation, as well as enhanced features for pharmaceutical organizations. And this is really just the beginning. Momentum Barcelona 2016 also featured three entertaining keynotes, starting with the opening keynote with Rohit, Muhi Mazjoub from OpenText, and three customers who shared how our products are enabling their digital transformation. Our second keynote included two analysts from IDC, Roberta Bigliani and Max Claps, and focused on key trends in Digital Transformation. And the climactic, closing keynote featured noted futurist, Beau Lotto, who offered an exciting vision of things to come. Other highlights of Momentum Barcelona included: 750+ Labs completed, with customers working directly with our technology 748 #MMTM16 mentions 439 Momentum app downloads 300 attendees at our Momentum Partner Summit 200 Hack-a-thon participants 200 Partner Summit attendees 146 trees planted 87 LEAP personality quizzes completed 65 hours of Product & Industry sessions 54 1:1 meetings with media and analysts 33 Life Sciences user group attendees 30 Genius Lab sessions with our Professional Services team 26 customers speaking in sessions 25 partner sponsors 9 Mo & Tim videos recorded 8 sessions dedicated to LEAP 6 partner innovation award winners 1 President’s Award winner for Customer Satisfaction And, just so you don’t get the impression that we were all business, one surreal party But, for those of you who may already know those details, our valued customers and partners, thank you again for being with us at Momentum Barcelona. If we missed you this time, we sincerely hope to see you at one of our future events. It’s a very exciting time for ECD and we can’t wait to share it with you. The spark has ignited, the flame is growing higher, and there is room around the fire for everyone. Congratulations and thank you, everyone, for a fantastic Momentum 2016 in Barcelona!

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OpenText Live Webinar Series – Upcoming Schedule

OpenText Live Webinar Series

We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get swept up into the hustle and bustle of this “most wonderful time of the year,” we at OpenText™ Live invite you to check out a few webinars that we have lined up for November and December. With the latest release of OpenText™ Release 16 Enhancement Pack 1 (EP1), our Experience Suite has undergone major changes with the additions of powerful Customer Communications and Experience Management solutions such as TeamSite, Exstream, MediaBin, Qfiniti, Explore and more! These enhancements mark the revolution of customer communications in the digital world, and we want to give you an exclusive first hand look into what these solutions can offer your business. November 15: OpenText™ ECM Content Migration (11:00AM EDT) Need help migrating ECM content? OpenText partner FME demonstrates best practices in this webinar. We’ll show you: – Migration and upgrade best practice pathways to OpenText™ Content Suite 16 – Cost savings with migration-center for your content migration – A short live demo Register here November 29: Convert Correspondence into Engagements with OpenText™ Communications Center (11:00AM EDT) Learn more about OpenText Communications Center and its enhanced interactivity with other OpenText product suites including Content Suite, Process Suite, Business Network and Analytics. Turn engagement into insight. Register here December 1: What’s New in OpenText™ Digital Asset Management? (11:00AM EDT) What’s new for OpenText Digital Asset Management (DAM) and the Enhancement Pack 1 (EP1) release? If you’re using Media Management or MediaBin, you’ll want to check out this session to find out what our Product Management team has in store. Learn about the latest features and product strategy. Register here December 6: The Latest Innovations in Exstream 9.5 and Delivery Manager 3.0 (11:00AM EDT) Join us for an overview of Exstream 9.5 which was announced late September and Delivery Manager announced in October. Product experts will be showing live demonstrations. Register here December 8: Syntergy Content Sentry: The Next Generation of Data Loss Prevention (11:00AM EDT) OpenText partner Syntergy will demonstrate a new Data Loss Prevention (DLP) solution for OpenText™ Content Server. The capabilities of this powerful solution allow it to learn what constitutes normal activity for users and what alerts or triggers automated policy reactions when suspicious activity is detected. Register here  December 13: How the Contact Center is Driving the Customer Experience (11:00AM EDT) Attend this session to learn more about OpenText™ Qfiniti and how Workforce Optimization (WFO) solutions are monitoring the customer experience through call recording, coaching employees, measuring the Voice of the Customer (VoC), and leveraging powerful analytics to make every interaction the best it can be. Register here December 15: OpenText™ CEM Strategy Update for WCM Products (11:00AM EDT) We’re creating a powerful new Website Content Management platform, and we want you to learn all about it. With the release of Enhancement Pack 1 (EP1), the WCM platform welcomes OpenText™ TeamSite to the mix, rounding out an effective customer communications program that surpasses the industry standard. Register here The OpenText Live team is committed to delivering content that keeps you updated on the latest OpenText product releases, trends and demands within the digital world as well as demos that exemplify the best solutions features for your business. Communicate directly with the experts and receive the technological know-how for implementing and managing your OpenText products. All of our webinars are recorded and available to registered customers at My Support. Visit our website for more information or sign up to receive weekly invitations to our webinars.

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A Digital Government Blueprint in the Era of Connected Cities

digital government

Cities across the globe are adopting new digital technologies to improve the lifestyle of its citizens. Dubbed as Smart Cities or Connected Cities, places like London, Seoul, New York and Dubai are increasingly making use of digital platforms like IoT, Robotics, Drones and 3D Printing to break the norms of services offered to their constituents. These technologies are being used for autonomous street lighting reacting to changing weather conditions; for search and rescue operations in the event of a disaster; dispatching medical supplies for the injured in remote locations and 3D printed buildings. Cities are no strangers to the challenges faced by many in Europe and the rest of the world. Starting with an aging population that is impacting budgets and resources; infrastructure in need of continuous maintenance; growing immigration challenges; not to mention risk of economic stagnation and increasing unemployment rates. Also to note is that these smart city programs are seldom a part of a broader, all encompassing Digital Transformation action plan on the Federal or Local Government level. Some of them are running side-by-side country-wide modernization efforts, but the connections are loose. This leaves the way to a Digital Government Agenda that creates public value for the greater population; taking into consideration that the cornerstone of a Digital Strategy has to be the Citizen, his Data and the Services to be offered to him. The aspiration of this agenda will ultimately be to move from analog processes that come with long service delivery times; lowering TCOs of current systems to give way to new innovative solutions and balancing between information transparency and privacy to cater for Open Data initiatives. To that end, there have been many guidelines to which strategies should be opted for on the journey towards Digital Transformation. Four recommendations are presented here in what I call the Digital Government Blueprint. These focus on the essential ideas without which a Digital Government Strategy is not complete. Information is key to Better Decision Making Governments that build a data strategy covering various angles of the citizen’s daily life, will be able to aggregate enough of it to be able to leverage Analytics to unlock significant decision making power. Adjacent to that, with the proliferation of social, new data types are emerging that need to be managed to better understand citizen expectations. Aggregating all these data types and more will empower governments to rethink their policies in a way that addresses citizens’ needs first and foremost. What this also provides is an opportunity to uncover areas of fraud, waste and misappropriation of budgets. Building a Citizen-Centric Digital Platform Transforming processes into a “Citizen-Centric” service model will render them more effective as services are redesigned from a citizen perspective. By adopting mobile platforms and turning towards an Open Data model, governments are able to score points in accessibility and openness. These are heightened even more when citizen engagement is undertaken, creating an opportunity to gain insights on service level acceptance; establishing trial programs for service adoption and launching new “Digital First” services that citizens need and will embrace. Adopting a Digital-by-Default Service Delivery Strategy Mobile-ready, always-on Digital Services designed with context and convenience in mind will promote value for money to encourage citizens to follow the path of a more intuitive service delivery approach. Public sector agencies should therefore start to transition existing services and paper-based processes to a Digital Platform and develop these services in partnership with citizen representatives, private sector and NGOs to ensure inclusiveness and broad reach. However, an integral part of successful service delivery is having a workforce that is skilled in the use of digital technologies; which imposes a need for updated training programs and incentive schemes. Finally, where appropriate, the implementation of these Digital Services should be in a way where data can be made openly available in support of a government’s initiatives around Open Data and of citizens’ demands of transparency reports on government effectiveness. Governance Framework to Optimize Information Value As efforts are exerted to avail more information for public use, data governance challenges arise. As Open Data models begin to form, new data sets get created to be used by local governments and the private sector for new apps and services. This presents an opportunity to monetize this data; but again not at the expense of a lack of governance. It is therefore crucial that governments are able to strike a balance between trust/transparency from one side and privacy/security from the other. Creating a Citizen Digital Identity can be the first step towards achieving this. Personalized access, authentication and monitoring will allow citizens to have consent on what data can be shared. This will also assist Federal Governments in creating data security standards that can be tailored by local agencies according to the needs of their constituents. So go back to your organization, what does Digital Transformation mean to you? And how will you take the first steps? We know that governments around the globe have different priorities based on their citizens’ needs; does this blueprint allow you to meet these priorities?

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Life Sciences: Information is the Next Big Thing

Life sciences digital disruption

Before the digital era, the Life Sciences industry was all about the “next big thing” – the next drug, the best medical device, the new technology for procedures. While this is still the case, organizations are now also looking for the “next big thing” inside their existing information – to discover new strategic indications and uses, see patterns via analytics, and much more. But this means they must have control of, and visibility and access into, their content. By putting content into the right context, organizations can unify end-to-end processes and tap into the value of content throughout the process, resulting in better business decisions, faster time-to-market, and higher-quality products and customer service. This is the essence of digital transformation. Mike Shanler, Research VP from Gartner, says that at its most basic level, digital transformation is about getting away from “paper-based decisions”.  I believe digital transformation is also about letting technology do the heavy lifting to make digital decisions faster, easier and more impactful. Life Science organizations may need to embrace digital transformation more than any other industry, due to the complexity of their end-to-end processes, the rigorous regulatory requirements imposed on them, and frankly, because often lives are at stake. The Life Sciences industry has probably the greatest motivation – and perhaps the biggest responsibility – to ensure that they’re digitally transforming today to improve patient outcomes, while improving the bottom line. Digital transformation has a multi-faceted impact on Life Science organizations, such as: For Clinical, it helps companies bring information together to help make quicker go/no go decisions and apply analytics to clinical data to help discover new indications for existing drugs For Regulatory, it enables businesses to more quickly create, review and approve regulatory content and submit to agencies to speed up approvals, as well as provide a single view of all regulatory interactions associated with a submission For Quality, it gives organizations visibility into understanding whether a change to manufacturing (specs, methods, vendors etc.) creates a need to re-submit to agencies Ultimately, if Life Sciences organizations do not remedy these issues through digital transformation, they will be disrupted by organizations that have transformed and will beat them to market. We provide value by helping customers all along the digital transformation continuum. Whether the focus is on clinical, regulatory or quality, we can address today’s challenges with a suite of offerings that meet today’s demands and allow for expansion and scalability. This also enables organizations to realize the value achieved on a smaller scale, while laying the ground for the future. As with any major change in an industry, digital transformation will have winners and losers. Those who are willing to tackle information as “the next big thing” and address it head-on will reap the benefits. Even in highly regulated industries like Life Sciences, digital will be the path forward. So it’s critical to ask your organization, “Are we ready to transform?”.

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Fighting Fraud Through Better ECM

Fighting Fraud

Headlines these days often point to data security cases such as the breach at Yahoo!, affecting millions of users. But in the financial services industry, including insurance, it’s not just about data theft. It’s about fraud. As we continue to drive implementations of InfoArchive, there is a very positive use case emerging that I think is worth blogging about – fraud detection. In particular, the ability to search many content types to perform forensics and analysis. This can turn up insider employees siphoning funds, or external parties manipulating processes for financial gain. Either way, the ability to digitize content and leverage it to protect yourself seems an essential skill in our digitally-transforming economy. How can you get started? Here are three suggestions:  1 – Capturing Content Take a look at your current methods for capturing content as it comes into your organization. Are applications filled out online? Is there a bot on your web site asking for information? Are you using webcams and video, or online voice collaboration? Don’t forget to consider how and where smart phones or devices can be leveraged for first point of capture. Understanding how your stakeholders naturally communicate with your enterprise may turn up new types of content formats. Assessing these for today’s use, then projecting where you expect interactions to grow – say, more voice-collected information – can solidify your requirements. This can help your architects better align recognition, extraction, and classification technologies to fit your fraud detection use case. 2 – Retaining Content One of many reasons I love the idea of extreme archiving is that the right content is always there when you need it. Nothing is worse than detecting some type of financial fraud, and finding you have no pools of content or history to investigate it and recover damages. Regulatory compliance will require you retain content long-term, so might as well leverage the same effort for multiple benefits and use cases. Start by designing a content retention component into your content management strategy. Consider disaster recovery needs and compliance requirements, and the content formats you discovered in step one above. 3 – Searching Content Perhaps one of the most important considerations for the use case of fraud detection is search and query capabilities. It’s one thing to be smart about what content you can find and save, and quite another to search it quickly when something serious happens. (Just ask Bangladeshi bank officials, who realized only too late they had transferred billions of dollars to hackers). Consider where your investigators may be physically located, and what types of devices they may use to query your content. Of course, run through multiple scenarios to ensure the right combination of content format, syntax, language and other search nuances are available to aid in their investigation. Fortunately the financial services sector is already investing in fraud prevention methods. Considering OpenText as part of your fraud detection strategy can deliver a solid ROI on content management solutions, while reusing the capture, retention and search tools you need anyway for managing regulatory compliance. How are you leveraging OpenText for business benefits such as fraud detection? Share your feedback below.

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Saving Trees Could be Saving Your Business

Saving Trees

For the last quarter century, the use of paper has given way to digital images. But the switch goes far beyond awareness or an effort to save trees. The move toward digital in the enterprise started with an eye toward the bottom line; reducing physical space needs, automating manual processes and improving records retrieval. The notion that going green saves some green has taken on a broader impact for business more recently. Cutting paper use improves key drivers like productivity, accessibility and compliance. In fact, according to AIIM, the biggest driver for organizations’ adopting scanning and data capture is improved search and share (53%). Only 27% of organizations point to an environmental policy for ditching paper. For the last two decades, capture technology has been used as a best practice to eliminate paper. But many companies have yet to implement capture in their processes. It’s hard to understand why because digital assets benefit both organizations and their customers. Digital capture frees data from file cabinets, making it accessible by all employees and, ultimately, their clients as well. Email import is a great example. Companies receive an email with an invoice, doc, or other attachment. The recipient prints it, processes it, and then maybe scans it again to send it back. But why? Technology is available now to eliminate the urge to create more paper. Innovative companies leverage capture technologies to automatically open and process emails and attachments. Not only is the email auto-classified for content, but also the attachment can be opened and transaction processed with no manual interaction. Here’s a great use case. A top insurance company and current customer in the Netherlands has fully automated their email processes, and cut that staff from 34 to 5. In the old paper-based, manual processing world, the staff had to: Open and read each incoming email Open and print the attachments Push the attachments through a manual mailroom process to route and classify the content By automating email with capture, the company not only eliminated paper, but also drastically reduced the element of human error inherent in manual processes. Automated email processing also improves customer satisfaction, allowing companies to interact with customers quickly and accurately. In fact, according to AIIM, the biggest benefit of paper-free processes is faster customer response (43%). The insurance company now sends customers an immediate response and auto launches claims management processes. As a result, they arrive at settlements much faster and drive higher customer satisfaction. But simply streamlining is not enough. It’s crucial to examine fundamental business practices and blow up the internal status quo before being left behind by an outside “disruption.” Take a look at taxi companies, who did not develop apps to allow payment, tracking, and driver ID before Uber came along and forced their hand. Mobile capture is helping organizations make these leaps forward. Many banks now offer mobile check deposit to their customers, eliminating age-old, tedious and inconvenient in-person interactions with tellers. Other advances include using mobile devices to snap and send pictures of a W2 or other document for a loan application. This is a real-life example from a leading financial services organization that embedded Captiva’s mobile capture capabilities into their mobile app. Customers get fast service and real-time interactions anywhere, anytime. The lender, using great image quality and OCR, immediately ingests data and processes transactions much faster. No paper needed! Mobile capture solutions create a direct interface to customers, helping organizations understand consumer behavior patterns. What do customers want? When is an interaction successful? Such insight is invaluable, and drives innovation. Few advancements in technology have led to more “disruption” than the introduction of the cloud. We hear many B2B customers are planning a SaaS buy with capture services in the next two years. Capture as a Service (CaaS) allows organizations to hone in on eliminating paper at the edges of their organizations, like at branch offices. The CaaS provides an alternative to paper processing at remote locations by using intuitive capture apps that process without the heavy footprint of a dedicated scan client. Our LEAP app, Snap, opens the door to these capabilities by providing them in an ergonomic capture interface. Because it’s cloud-based, a Snap environment and Snap users can be provisioned in minutes enabling remote users access to the same rich set of functionality such as real-time auto-classification and field validation that users expect faster than ever. As an example, LEAP Snap drives innovation by providing these capabilities proven capture services in a CaaS environment. Paper may never go away fully, at least not in the near future. But companies can create clear, measurable business benefits by reducing or eliminating paper and paper based manual processes. AIIM reports that 59% of organizations achieved a payback in less than 12 months from their paper-free projects, including 26% in 6 months or less. 84% achieved payback in less than 18 months – the highest AIIM has ever recorded. But eliminating paper is not a destination, it’s a journey. Truly innovative companies find ways to fundamentally change the way they do business by interfacing with customers at their first point of contact, and eliminating paper in the process. In honor of AIIM’s World Paper Free Day #WPFD, today we celebrate the digital business.

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Lucky Number 13

experience

I have never been the superstitious type; full moons, cemeteries, ghosts, vampires, etc., just don’t bother me. Werewolves, on the other hand are a different story, but that is childhood trauma that I will save for another day. So when it came time to participate in the Gartner Magic Quadrant for Enterprise Content Management, I didn’t put much thought into the notion we were shooting for our 13th consecutive report positioned as a leader, because I like to deal in facts, and that fact is ECM is more important today than it has ever been, and our offering is again recognized as a Leader. As avid ECM practitioners we all know the importance of content and if you are like me (old),then you have seen how the role of content had evolved over the years. This evolution has not been lost on us, over the last 13 years we have constantly enhanced our ECM portfolio so our customers can address their current and future ECM needs. ECM used to be about how organizations take control of their content and while it is still a basic tenet, it’s not where we believe customers will receive the most value. We released LEAP because it is clear to us that the future of ECM is heading away from the notion of a single massive repository to a place where heterogeneous ECM systems work together to support the needs of the business; where purpose built applications that address different use cases, yet share a common API, can leverage content irrespective of where it lives. Fundamentally, the focus is on business outcomes and customer experience, where content apps seamlessly integrate with enterprise apps and enhance the experience of both customers and employees. Both LEAP and our solutions portfolio have key strengths making people way more productive, improving business outcomes and enhancing customer experiences, as demonstrated through the following apps: LEAP Courier – a new way to power business processes that depend on structured document exchange across organizational boundaries, providing a consumer-grade user experience for secure and structured document exchange, validation and tracking LEAP Snap – automatically captures, categorizes and organizes documents and related document information in real-time, turning unstructured content into actionable digital business information LEAP Concert – enables the creation of documents in a collaborative but controlled environment with the ability to identify and assign work to be done, and the use of simple review workflows that allow review and approval LEAP Express – easily browse, access, search and approve all content, no matter where it lives, on multiple form factors including web, tablet and mobile LEAP Focus – allows for fast, yet detailed reading and reviewing of business documents on mobile devices, eliminating “pinch-to-zoom” functions by automatically reformatting the document It is little wonder then, that we believe LEAP and our solutions portfolio are viewed as key strengths by our customers, partners and the industry at large. After all, these strategic initiatives make people way more productive, improve business outcomes and enhance customer experience, but perhaps equally important is the fact that our vision provides customers with a roadmap that enables their Digital Transformation initiatives. Much has been written about Digital Transformation and its disruptive impact to incumbents and while there is massive potential for disruption there is also massive potential for innovation. In the Digital Transformation era customer expectations are at an all-time high and successful organizations will need to address these expectations. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Three Ways to Provide Integrated and Personalised Care

Integrated healthcare

A new European study, commissioned by IDC highlights the key role in managing clinical information in a more integrated way. The research reveals that the UK and Nordics healthcare organisations are progressively adopting integrated and personalised care models. While today only 10 percent of healthcare organisations are ready for an integrated and personalised care model, 45 percent of them plan to move in that direction over the next two years. The reasons behind this shift is due to the rising costs of fragmented care across healthcare systems. In addition, there has been a shift in demographics due to an aging population and the rising burden of chronic diseases and mental health conditions. Patient demands are also changing. They have higher expectations regarding the quality of care and expect a better, more personalised experience as a result. The problem is that healthcare executives are aware that change needs to happen to achieve integrated and personalised care. However, they still have concerns over security and data protection, regulatory compliance, and constraints on resources whilst trying to keep costs down. In order for organisations to make this change, their information management strategies, governance and architecture must be aligned. There are three ways to do this: 1. Share data with wider healthcare networks – The full 360-degree view of the patient is still a distant vision, but sharing data with other healthcare providers, and starting a dialogue with social care and public health is a feasible objective. Information sharing between care settings is critical to incorporate and manage the increasingly wide mix of data types and sources that can help build a 360-degree view of the patient. Today, the majority of healthcare providers that own patient data have established standard rules for multilateral data sharing across the health ecosystem as they recognise the value of sharing data across the health ecosystem. Doing so can also help to improve the quality and speed of clinical research. 2. Give patients more control over their data – Healthcare executives want to give patients more control over their data to enhance engagement and make them aware of the value sharing information can offer, in order for them to act as active participants in the delivery of healthcare services. However, healthcare establishments still need to define guidelines for consent from the patient as, at the moment, they can still claim their own privacy rights. In the next two years, 45 percent of healthcare executives are expected to co-own data with the patient and ask for their consent to share data across the health ecosystem. Implementing a strategy that takes into account greater patient empowerment, will be a benefit to any healthcare organisation. 3. Better integration, Improved Clinical Outcomes – Mobility, cloud, social media, big data analytics help to overcome the limit of data sharing caused by point-to-point integration. To establish a truly patient-centric longitudinal record to be used along the patient journey, healthcare executives need IT systems – across both health and care – to be interoperable with one another and to support the end-to-end information management strategy. Thereby, strategy, governance and architecture capabilities have to be aligned in order to deliver integrated care in a coordinated way.

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Partnership Transforms Everything at #MMTM16

MMTM16

We’re getting ready to kick off our Partner Summit at Momentum Europe in Barcelona today, and I’m excited to be spending time with our European partners and team, discussing the opportunities ahead. It’s one of the things I love about heading up the global partner program – partnership transforms everything – and with Digital Transformation as a key theme of our event, the timing for these discussions couldn’t be better. In another post, I’ll share some key takeaways from my partner interactions, but for now let me share some of the ways our partners are driving transformation. Below is some of the exciting news they’re announcing as part of their Momentum participation: Life Sciences Transformation Informed Products today announced the release of two new products, both designed to help transform the Life Sciences industry. A great complement to our recently announced Documentum Life Sciences Solution Suite 4.2, these Informed Products share our focus on making transformation easier, faster and more cost effective, while maintaining compliance. Informed Products’ SharePoint for Life Sciences (SPA4LS) takes the SharePoint integration with Documentum one step further by integrating it with Documentum’s Life Sciences Suite and adding specific Life Science functionalities. In addition, Informed Products’ Enterprise Quality Management Solution Light (EQMS Light) is an integrated Quality Management module for the Documentum® Life Sciences Solution Suite. EQMS Light enables Life Sciences companies to comply with FDA and EMA Quality Management rules instantly and affordably, while being flexible enough to cater to company-specific needs. Healthcare Transformation In the Lutech wHospital® announcement, Lutech explains how “Digital disruption is real and it’s affecting every sector, every market and our daily lives…It’s important to be aware of this transformation and be ready for it.” And they’re right! We’re excited to be working with Lutech wHospital team to help drive efficiency, ensure traceability and integrate with critical systems across Q&M. We’re also excited that #MMTM16 provides us with an opportunity to talk to our healthcare customers about their digital choices. Digital Workforce Transformations Celebrating both its 10-year anniversary and 10-year relationship with the Enterprise Content Division (ECD), Docbyte explained how our organizations work together to assist organizations with their digital transformation challenges by providing smart digital workplace and archiving solutions. These help organizations gain full and flexible control over all documents and optimize business processes. When it comes to content and business process management, the organizations are focused on delivering the right tools to their customers to help them build the next digital enterprise. The relationship has also been instrumental in extending Docbyte’s solution portfolio across different sectors, including Financial Services & Insurance, Healthcare, Life Sciences and more.  Application Transformation Digital transformation also occurs when organizations eliminate applications they don’t need, reinvest those dollars for innovation, and use inactive data to provide insights for a competitive advantage. ASSET Technology Group is doing just this with its recently Certified Solution, ARROW Correspondence Management Solution and ASSET Suite for InfoArchive. ASSET has successfully met a comprehensive set of criteria for superior design, development and implementation. ASSET has demonstrated that it understands customer challenges, such as data volumes growing exponentially and stricter regulations increasing. Now organizations can tap into an easily accessible and agile solution that can scale to meet their needs, increasing operational efficiency and tapping into the power of data for digital transformation. Partnering for Transformation It’s also exciting to see our partners take their own transformations to the next level. Today, MetaSource, the largest distributor of ApplicationXtender (AX) announced that it is partnering with inovoo for its dedicated sales and technical support partner for the EMEA region. Additionally, Metasource’s MetaSTOR product (AX in the cloud) will be available for the EMEA region and offer cloud-based archiving and workflow solutions built around ApplicationXtender & Captiva software, plus inovoo’s NOVO Mail and NOVO Mobile. I’m pleased to see that partner platforms like our Springboard program, are bringing partners together to transform themselves, and ultimately their customers. These are just a few of the announcements we expect to see, and certainly just the tip of the iceberg when it comes to our focus on digital transformation.

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What is the Future of Data Governance for the Financial Services Sector?

data governance

In the past few years, the Financial Services sector has been working to comply with a range of regulations that have called for data governance to be embedded in their business, including the likes of Solvency II and BCBS 239. Many companies are probably relaxing a little as dates for these regulations have now passed or are imminent. But what is next? Can Financial Service companies stop focusing on data and data governance? I promote the benefits of data governance to everyone, so obviously, you’d expect me to say no, of course, they cannot, or should not abandon data governance. But let’s be clear, the reason I say no, is not based on an evangelistic stance of managing data for the greater good. Firstly, meeting the existing regulatory requirements was not a one-off project. They require an ongoing commitment to manage and protect the quality of your data going forward. In addition, there are several new regulatory requirements and changes coming in the sector that will lead to an increased focus on data. This is certainly not the time to stop managing your data proactively. The new regulations may not spell out that “data governance” is needed, but if you have implemented data governance properly, your Data Governance Framework should sit at the centre of all your data activities, ensuring that everything is aligned with both each other and the corporate strategy of your company. So, let’s look briefly at a few of the themes that are going to impact the Financial Services sector over the next few years: GDPR No blog on this topic would be complete without mentioning GDPR. The General Data Protection Regulation coming into force in May 2018. That may sound a long way off, but the requirements to manage personal data are likely to require a significant change in how you manage your data. I have found that the Data Protection Officers want to mature their data governance approach, as some of the GDPR requirements have a direct link to data governance. For example, you need to prove data accuracy, data integrity and, to enact the right to be forgotten (i.e. data erasure), you need to know what data is stored where on your systems and where better to hold that than in a data repository? Improving your Data Governance Framework leaves you in a better place to meet these GDPR requirements. Digital Transformation This term is much used of late and sometimes not understood. According to Wikipedia, it relates to “the change associated with the application of digital technology in all aspects of human society”. Digital transformation is going to rely on the technology being able to find the right and consistent data. If you are not confident that your data is well defined, understood and of good quality, then you need to mature your data governance approach before you embrace these technologies, or you may not get the results you were expecting. Operating Model Programmes Operational Excellence and Target Operating Model Programmes are prevalent in the industry at present. However, not all are getting the expected results and that maybe because they have not focused on data. Companies in the know are including a data work stream in such programmes. New systems and streamlined processes are unlikely to achieve the desired efficiencies if sub-standard or missing data is ignored. Indeed, in one instance it was discovered that many of the manual and time consuming processes they were trying to streamline had arisen because of data issues. It should be a fundamental part of such programmes to identify what data is needed where and of what quality to run your business better. In summary, now is the time to evolve and embed your Data Governance Framework to ensure that you can meet new regulatory requirements and get the results you expect from big change initiatives. Build on what you have delivered to date and extend it to other data in your organisation. Maturing your data governance capability will leave you not only able to comply with regulatory requirements but in a great position to support your company as it embraces the digital advance.

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Why Mastering ECM Strategy is key for Digital Fluency

ECM Strategy

Eleanor Roosevelt once said that ‘understanding is a two-way street’.  She’d obviously never encountered an information silo. For far too long, enterprise organisations have been trying to bridge the gap between the myriad of information locked away in silos and the lead applications where the work actually takes place. Historically, Enterprise Content Management (ECM) has largely been a one-way, standalone repository for the proliferating volumes of unstructured data flowing through organisations. It’s a familiar story for most of us. Content management used to be a destination. Today, modern ECM solutions mean content is delivered both in context across departments and inline with processes, creating meaningful business value. Think of it as an enterprise-wide information grid that dynamically manages unstructured content with SAP’s digital core, in context, and on any device. But it’s not just the tools that are evolving. While the effects of digital disruption on business models are familiar territory to most of us, the changing demands on information management strategies are often underestimated. Technology alone can only do so much. You need to know how to get the best out of your systems to keep pace with digital change as the relentless disruption continues. It’s up to you to ensure you remain competent in your information strategy, skillset, and wider business acumen to support the increasingly hyper-connected, data-driven remit that lies ahead. Many companies I speak with can find it difficult to keep up with the voracious information demands from different parts of the business, including impatient, digitally native users, as well as balancing the security and protection of corporate IP and information. Yet all of us want to optimise our SAP investments, outpace (or at least keep in step with) our competition, and learn how others have addressed the same challenges we are facing in ways that we might not have considered. That’s why I’d recommend you to take one day out of your 2016 calendar and attend the annual SAP User Group conference, UKISUG, on 20-22 November at the International Convention Centre in Birmingham. You’ll hear insights directly from digital leaders who have mastered their ECM strategies, such as L’Oreal and Swarovski, as well as innovative strategies for combining unstructured and structured content. Developing your ECM competencies not only benefits your organisation, but keeps your skill set both relevant and in high demand. Regardless of where you are on your own digital transformation journey, data is the lingua franca for the future of your business. The digital fluency of your EIM strategy will ultimately determine the success and ease with which you can mould cohesive, personalised interactions between your information, processes, and business requirements. You can find out more and register to attend the event here. You can also take advantage of our special £100 discount code. We’ll be at stand G1, come and meet us and continue the ECM strategy discussion there.

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Talking Energy in Barcelona

MMTM16

Momentum Barcelona is in one of the most beautiful cities in the world. Jewels include the extraordinary architecture of Atoni Gaudi, some of the world’s most interesting cuisine, and a perfect climate from which to enjoy its treasures. But during the first week of November, the focus for this city changes, as Enterprise Content Division (ECD) and many European customers will descend on this great city for a wonderful conference. This year’s Momentum conference in Europe will provide the perfect opportunity to learn alongside peers in a variety of industry and technical tracks, gain practical experience in hands-on labs, experience the Spanish culture in our social events, and network with colleagues, partners, executives and product managers throughout the week. For our Energy & Engineering industry customers, we are providing a dedicated agenda to explore industry challenges, customer successes, information management solutions, and networking with your industry colleagues. This is actionable information that you can use to better understand how content management can make an impact in your organization, as well as to learn how ECD is helping our customers take advantage of private and public cloud deployment, mobile solutions, and more. But don’t take our word for it. Listen to your colleagues: 98% of our attendees recommend attending Momentum to their colleagues. Let’s take a closer look at what we have in store for everyone in Barcelona. Industry Challenges & Solutions We have put together a full week of sessions, including customer-led sessions from industry leaders. We’ve included sessions to explore industry solutions, with a spotlight on ECD’s Energy & Engineering solutions – Documentum Asset Operations, Documentum Capital Projects, Documentum Capital Projects Express – as well as ECD technology platforms that address other content management requirements. We’re also revealing some information about some new and updated solutions. In addition to the solution sessions, you will also have the opportunity to see live demonstrations of ECD’s Energy and Engineering solutions – as well as other ECD and partner solutions – in the Solutions Exhibition, which is open throughout the conference. Looking Ahead Momentum is not just about what customers did yesterday or what is available today. Our industry vision and roadmap session will highlight how ECD is innovating both with industry solutions while delivering exciting new platforms. You’ll learn about our latest solutions, as well as what’s coming next from ECD. Meet and Learn from Your Peers Momentum provides excellent networking opportunities, and with this year’s Energy & Engineering agenda, we will finish the agenda with a panel discussion. You’ll be able to ask questions and hear from a respected industry analyst, your fellow peers, as well as ECD industry experts and our partners. The emphasis will be on information sharing and discussion. Let’s explore the challenges that you’re seeing in your organization, and our goal is to provide you some insight on how improved information management drives real business benefit. We also have a reception on Wednesday afternoon for all of our industry colleagues to network, share successes and advice, and more. More about Barcelona I started off this blog talking about the wonderful city of Barcelona, and we want to make sure that you’re able to take advantage of your visit. We will be hosting a Momentum Conference Party on Wednesday evening that allows you to experience the Catalan and Spanish culture first-hand. You don’t want to miss this event!

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Three Pillars of Digital Transformation – Efficiency, Usability and Insight

Digital transformation

In my previous blog, It’s Not About the Pill. It’s About the Patient, I asked if digital transformation was just a buzzword and if not, what did it mean? I talked about leveraging both existing and real-time information to gain insight, make better decisions, unify and speed key business processes and to engage with customers in a way that drives business value and customer loyalty. At our recent Customer.Next event I gave customers a quick peek at the newest release of the Documentum for Life Sciences solution suite, which is now available. In this release, the four major areas of enhancements were all focused on three things – efficiency, usability and insight. Why? Because to transform, companies need to set a solid foundation for driving process efficiency, ensure that workers can easily get their jobs done and derive actionable insight to help make informed decisions, allocate resources and continuously improve. These three things are foundational “pillars” of digital transformation. Let’s take a closer look…. Pillar #1 – Driving Process Efficiency Life Sciences organizations are tasked with maximizing efficiency across the full drug lifecycle. Bringing safe, high-quality drugs to market faster at a lower cost requires unifying processes that extend across domains, divisions and external partners. It requires the ability to link and seamlessly share documentation—the critical element inherent throughout the drug lifecycle. Unfortunately, what we often see is organizations who are managing a myriad of disjointed systems, often gained as a result of mergers and acquisitions. Many are custom applications designed for specific departmental needs. In this situation, companies can benefit from asking themselves a couple of questions: Why introduce unnecessary complexity, inaccuracies and risk to business processes by exporting and importing content from one system to another? How do you rationalize the data models of each system to help unify processes across systems, eliminate duplicate data entry and ensure overall data accuracy and completeness? In our new release, we are driving process efficiency in a new segment of life sciences. Many of our pharmaceutical customers also market medical devices as part of their portfolio. Yet, because of a lack of formal, regulatory requirements related to electronic submission requirements for medical devices, many of our customers were managing their medical device documentation outside of an electronic document management solution (EDMS.) The process was largely paper-based. Therefore, to drive process efficiency, we now provide a single, cohesive solution that manages quality and regulatory documentation for both medical devices and pharmaceuticals simultaneously. With a global, standard document inventory and processes harmonized across the regulatory and manufacturing domains, we can now support the full medical device documentation lifecycle from design to production manufacturing. And because of the ability to seamlessly link and share information across domains, it helps unify and automate the process to drive efficiency, accuracy and better visibility. Pillar #2 – Improving Usability Another foundational pillar of digital transformation is to make it simple and straightforward for workers to access the information they need and to easily get their work done. Workers expect easy-to-use, consumer-like mobile applications that they can access on their phones and tablets to ensure that work continues even when they’re on the go. But of course, all actions must still conform to compliance requirements. To summarize, in today’s world, solutions have to be designed for people, not power users. The first example of how the Documentum Life Sciences solution suite addresses this may cause a bit of a flashback. Why? Because I’m going to talk about controlled print. Yes, that’s right – controlled printing in the quality and manufacturing area. But controlled print has been around for ages, you say, right? It has. But that doesn’t mean something like this can’t “transform” as well. We’re continuing to meet compliance requirements but we’re doing it in a more flexible and user friendly way. Trust me; this was an unexpected hot button among our customers. For example, wouldn’t it be easier to be able to set up a series of print profiles so that when someone needed to print a standard type of document, it automatically knows what watermarks, overlays and metadata needs to be applied? Or perhaps, the process of having to select a printer, select each recipient and print controlled copies one by one, repeating that process over and over hasn’t been “efficient” when it comes to getting the job done quickly? I don’t want to give too much away but you need to check this out. Another improvement we’ve made to make it easier for workers is enhancing our document inventory to ensure alignment with industry/regional guidance across the globe. While we adhere to the DIA Reference Models and other industry guidance, we’ve expanded on these to ensure that our inventory supports global quality, clinical trial, and regulatory document types. Users can filter by region and select from a pre-defined list of document types to speed operations and make it simple to get the job done. Pillar #3 – Delivering Actionable Insight The final pillar that I’ll mention is the need to gain insight to help organizations focus resources and make quicker, better informed decisions. With Life Sciences’ ever-present goal of accelerating time to market, being able to quickly get a status or understand key metrics and trends is increasingly valuable. Documentum Electronic Trial Master File (eTMF) was significantly enhanced to help provide insight into the clinical trial process and collection of required documentation. Granular level milestones at the country and site level reflect what TMF documentation is required, what’s missing and what’s completed based not only on the trial status but also as countries and sites progress through their individual milestones. If a site is not yet initiated, document collection requirements would not appear. Similarly, if a country has not given approval to conduct a trial, document placeholders would not appear. However, when those milestones are met, the placeholders appear. This granularity allows managers to focus on exactly what is needed at a specific point in time. And, with quick color-coding and icons, they can quickly grasp where the trouble spots are. Similarly, new trend reporting helps identify which sites are consistently late in submitting documentation, which documents routinely fail the quality checks etc. By having tangible metrics and trend reports, companies can focus stretched resources to where the need is greatest to address the issues and boost overall efficiency and productivity. Three Pillars and Three Questions As I said in the beginning, digital transformation is about managing information as a strategic asset. It’s about leveraging both existing and real-time information to gain insight, make better decisions, unify and speed key business processes and to engage with customers in a way that drives business value and customer loyalty. Efficiency, Usability and Insight are three foundational pillars that help support and drive digital transformation. Hopefully, you also have a better understanding of how the Documentum for Life Sciences solution suite and its new enhancements can help support your transformation objectives. Now that I’ve shared some thoughts with you, I’d like you to share some thoughts with me. Is there a specific process or area that your company is targeting to improve efficiency? What do you expect in terms of “usability?” What do descriptors like simple, easy and intuitive mean to you? What do you wish you could have more insight into? Are there areas where you would like more quantifiable metrics? What role are analytics playing in your organization?

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User Experience is About the Swipe of a Finger

User Experience

If there’s a word I use frequently on top of “commitment” that is “expectations.” What a nice word, isn’t it? From all the different definitions I could find for expectations, the one I like the most is this: “a belief that something will happen or is likely to happen.” All of us who have small kids know what children do every time they see a device screen, no matter where; they swipe their fingers across it and believe something special is going to happen. If nothing happens, we hear the already popular “Oh, Daddy, it’s broken!.” This is the first time they face the reality of what user experience is about. In the enterprise world something similar is already happening. We are all used to accessing technology in our spare time, to make our life easier and better. But at the office we often swipe our fingers, nothing happens and it seems that something is broken. During the last two decades we have been using Information Systems designed by engineers and limited to well-trained employees. This approach has a clear impact on how the information flows through the organization and also across organizations. It prevents business from taking full advantage of every piece of data to become more efficient, a critical limitation in this transformation period where the strategy is key. When we take a deeper look into many business processes today, we discover that different participants suffer to get things done due to the isolation of each of the participants in different buckets: employees, customers, suppliers and more. Email becomes the only tool by which to collaborate in a disconnected work environment, full of firewalls, identity management systems and other security devices that prevent people from connecting and getting a business process executed. This has not gone unnoticed by most companies that are looking to grant the right people access to the right information at the right time. I would even add two other dimensions, through the right channel and with the right tools. Here is where the consumer-grade new apps come into the game, as well as the cloud, though the cloud is a starting point but not the solution itself. The more we look at the concept of user, the blurrier the line between internal and external users becomes. Companies don’t consider just the employees anymore but everyone who is part of their business processes. Once we have properly identified these users we can focus on their expectations. Then they can swipe their fingers to do what they need to do faster, easier and much more efficiently. Focus on the User Experience There are different characteristics on which we need to focus to delight our users with a great user experience, no matter who is paying their salaries. We are looking for simple and intuitive apps. Apps not requiring any training. Bringing to the enterprise a consumer-grade experience is still a challenge for many companies. It’s not easy to accept that a nice and usable app can do the same work and provide the same level of security and compliance as those complex tools used in the past. When we start meeting our users’ expectations we can trigger the second phase of “intelligent listening.” This term is very well described by the authors of “Consumption Economics.” Intelligent listening helps us understanding what these users need by using analytics. Maybe, in today’s environment, the period for discussion is running out and it’s time to make decisions. The cloud is a no brainer and if we embrace new ways of working with information to satisfy our users and increase their productivity we will leap beyond the barriers of the past. This is exactly what we are doing with Leap apps: Courier to allow different organizations exchange documentation in a secure and traceable way Snap to bring digital capture to anyone allowing to convert any document to business data Concert to provide the authoring environment to create complex documents without the limitations of the company’s four walls Express and Focus to delight the user with an unprecedented UX when working with processes, tasks and documents Our users want to swipe their finger and have their expectations met. This is possible today. If you have a good example to share about switching to new tools to delight your users, I ‘d love to hear about it. In the meantime, I encourage you to come to Momentum in Barcelona. You will see how Leap apps are changing how users work with information. See you there!

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5 Reasons you Should Consider Decommissioning Your Legacy ERP System

decommission legacy ERP

What attracted your attention in the headline? The “5 reasons” or the fact that somebody would even want to decommission an ERP system? Look around – this world runs on ERP systems. Why would somebody want to decommission an ERP system? Believe it or not there are companies actually doing it. Be it a merger/acquisition, migration to platform stack or simply migration to other ERP system (even if it would be only a new version of the same ERP). The “do nothing” option Not long after the go-live of the new ERP system your (previously highly valued) old ERP instance will not be used at all. What now? Here are your options: Do nothing, keep the server running somewhere in your data center and keep paying. The list of what you pay for is actually pretty long. It starts from DC floor space down to the slice of the employee time that takes care of the “skeleton in your closet”. Virtualize the old environment, shut it down and hope and pray that you’ll never ever need to boot it again Decommission the system and move on – for example to make your IT more agile I won’t go into detail about the first two options, or summarize how much it costs to do nothing, or how expensive the risk of not doing anything might be (or only the virtualization minimum). 5 reasons to start decommissioning Let’s then look at the 5 reasons I’ve promised in the headline. Why decommission an ERP system: Save costs and resources: I admit that most probably this will never be the only reason to think of decommissioning your legacy ERP instance. The old running instance will cost resources in your data center, physical and virtual server costs, OS and database license costs, will need regular maintenance by your team admins and we could go on (storage space costs, floor space, etc). It is sometimes surprising to see how long the list of hidden cost elements can be. The sum is at the end nothing compared to what the implementation project cost you but it remains an unnecessary burden in your budget. Get rid of it. Make sure that you keep access to your legacy ERP data even after you stop using the system in production. Have you thought what happens when you for some reason lose access to the ERP data? If you “decom” the old production instance you’ll have all important data tables available in your enterprise archive and any future requirement (audit, analytics, historical reporting) can be fulfilled. Run (Hadoop) analytics against your historical ERP data at a fraction of a cost of a BI/BW platform: Did you know that this was actually possible? When your ERP was in production you had to run regular data extracts into BI/BW to deliver business insights. Now that your data is in your enterprise archive you can actually run the Hadoop analytics “in place” without replicating and duplicating your data! Decommissioning a legacy ERP actually is very simple: First objection that we usually hear is that “my ERP consists of 1000s of tables that nobody except the vendor understands”. Wrong! There are many companies out there that know your ERP system to the last detail and they share their wisdom by producing decommissioning toolkits that can extract this data. Do you want to extract financial data? No problem. Did you want personnel extract also? Check. Custom tables? Check. Doesn’t any of the above apply to you? Use the importance of your legacy ERP (remember that your company was relying on it for the past few years) to support the purchasing decision of an enterprise wide archiving platform. Or do you think that it makes more sense run dozens of various purpose built archives instead of one open universal archiving platform? Our conclusion Most probably, none of the above is in itself a sole reason to start decommissioning a legacy ERP system. It is only the magic equation of 1 + 2 + 3 + 4 + 5 which sums to ”Let’s do it”. It is exactly this equation that persuaded a global customer to test legacy ERP decommissioning. In their case some of the reasons multiplied by 10 since they were maintaining a zoo of legacy environments. Now look at the reasons again and sum all points. Do you still think that legacy ERP system decommissioning is not for you? Let us know in the comments below.

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ECM Success in the Real World, Part 2: Email Management

email management

Welcome to the second in a series of blogs highlighting real-world enterprises that have adopted innovative, new approaches to generating measurable success with ECM. This blog turns the spotlight on an organization that’s effectively managing massively growing volumes of email to mitigate risk and cost. As we all know, unabated email growth has become a thorn in the side of most organizations. Annual growth rates of 500 – 1000% are common. Consequently, the traditional “keep it forever” mentality just doesn’t fly anymore; company after company has discovered it’s a one-way ticket to harried records managers, irritated legal staff, and runaway storage costs. What’s the recipe for success, though? One of my favorite customer panels from Enterprise World this year featured pipeline and terminal operator NuStar Energy sharing their journey to optimal email management. Their back-story is fairly conventional. As a relatively young company, NuStar had devoted most of their early operational efforts to fundamental, “keep the lights on” activities; there wasn’t the resources or bandwidth available for developing and implementing Records and Information Management (RIM) policies. In my experience, that’s actually a pretty common refrain for many organizations, regardless of their maturity. And the outcome was predictable, as well. Leaving the end users to manage their own email footprint resulted in rapidly rising storage costs and concerns from Legal and Records Management (RM) about locating information for litigation and compliance purposes. Simplifying is the Key to Success Time was of the essence for NuStar, and the management team’s strategy for bringing their email challenge under control embodied a novel, new way of thinking about implementing ECM. Rather than attempt a traditional ECM integration that blanketed every facet of the enterprise, they identified a specific, tangible issue—email management—and set about sourcing and implementing the appropriate technology and best practices to solve it. Everything, from policy development to change management to user training, was directed toward that defined goal. And, honestly, the results reflect that singular, focused mission. NuStar has been able to realize optimal governance by integrating ECM deep into the email process. They also enhanced productivity by providing a new generation of employees with the options to work the way that’s best for them. There’s much more, behind the success of NuStar’s story—including the OpenText technology that enabled them to achieve a light-touch, multi-tiered email management program and lay an ECM foundation that’s being systematically extended throughout the organization. Take a few minutes to read all about NuStar’s dramatic advances here. As an aside, it’s interaction like this that has me so excited about Enterprise World every year. Being able to experience first-hand how one organization has addressed and conquered email challenges with a solution that makes RM, legal, and business users happy is worth its weight in gold. If you weren’t at Enterprise World this year, start by exploring the NuStar story above, then mark your calendar and plan on attending Enterprise World 2017 in Toronto next July. There’s plenty more where this came from! Also, read the blog on ECM Success in the Real World, Part 1: Document Management.

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Timeless Opportunity – Is There Such a Thing in our Ever-Changing World?

Managing obsolescence

“What do you do with The Huggers? I have many of those!” “You hug them back! It’s simple, don’t fight them.” When I heard this conversation, I wasn’t very sure I was in the right meeting room. I took a chance and joined the conversation. Little did I know that I would pick up three key insights about timeless customer needs. It was a complete pleasure to host several valued InfoArchive customers in Boston for the very first InfoArchive Product Forum. Timeless Opportunity #1: The need to manage obsolescence will never be obsolete “Huggers hold on to their dated applications like their firstborn and won’t let go,” he told us. “They add huge overhead to IT and compliance teams, and they are in virtually every organization! “When you fight them, they hold on tighter,” he continued. “So instead, you just assure them their baby will be in good hands.” As this conversation about decommissioning applications progressed, it dawned on me that in a world where technology and business are changing at an ever increasing pace, obsolescence will always be a constant. This is a technology, people and process opportunity. On the technology side, you need to have a solution that can decouple data from applications, handle unprecedented scale of data and contend with an ever-changing data model. All of this with a super efficient TCO. InfoArchive is the perfect answer for this need. You still need to convince the applications “huggers” to let go. Every organization, in any industry, ought to invest with some degree of scale in building a factory for managing obsolescence. Timeless Opportunity #2: Irregular regulations that change regularly The challenges around compliant Enterprise Information Management resonated with everyone in the room, breaking the geographical and vertical boundaries. We discussed the challenges of global organizations working with inconsistent legislation across different jurisdictions. In the US before 9/11, financial organization customer account data would be preserved for 6 or 7 years, but after that event, it must now be retained for several years beyond the life of an account. In France and Germany, account data must be destroyed and cannot be kept for too long. What’s a global bank to do? A financial services customer talked about the challenge of regulations that could have multiple interpretations. As an example, in Basel they are required to retain information through two economic cycles. How do you define an economic cycle? Everyone agreed that regulatory flux will be a constant trait of our future. Therefore, what is needed is a flexible solution that can codify regulations as business rules or configuration. This is one of the strengths of the InfoArchive platform. Timeless Opportunity #3: Learning from each other different as we may be It was impressive to see the diversity of this board with a spectrum of industries that includes Financial Services, Healthcare, Aviation, Energy & Engineering, Life Sciences, and more. It was even more gratifying to see the gears turn in everyone’s head as we moved from one industry to another. The day reminded me of the following quote: “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs Our duty as a vendor is not just to understand the needs of our customers but to help them learn from each other and anticipate needs that they may not have today. It was personally gratifying to be part of the InfoArchive Product Forum to achieve that goal. Join me and my team at Momentum Barcelona to learn more about InfoArchive stories and share your own challenges/stories with us, and take the opportunity to connect with InfoArchive users face-to-face.

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CEB TowerGroup Analysts Release new Research on Banking and ECM

ECM, Banking

Banking has had a long relationship with technology, with more than 90% of retail banking executives citing that they have the technology currently, or are planning to implement or improve.  However, the pace of change has accelerated due to competitive and regulatory forces, as well as rapidly maturing technologies such as cloud, mobility and analytics. FinTech upstarts have been challenging established institutions and are now similarly challenged as those established banks get more comfortable with digital transformation.  “Technology is transforming our business radically, across every aspect of our business.  A process that has been going on for some time, but has accelerated…  We actually create the prices and the information that then gets communicated.  It gets processed directly, payments get made automatically, much more efficiently, much more cheaply, and without error.” – Lloyd Blankfein, Chairman & CEO Goldman Sachs “The financial services business has been a huge user of technology, not just recently, but for the last for 50 or 60 years. We literally used to move pieces of paper around when you buy a security. The difference today is that much faster, people can access things any-where, any-time. People want 24 x 7 services. I always look at our job – we’ve got to make things better, cheaper,  faster for you.   The mobile device is probably the device (not just for millennials any more) for alerts, moving money, bill pay, knowledge, offers, marketing.  It’s getting faster, quicker.” – Jamie Dimon, Chairman & CEO JP Morgan Chase Recent research published by CEB TowerGroup analysts point to a number of interesting conclusions: Enterprise Content Management (ECM) and Business Process Management (BPM) are as relevant now as ever for transactional automation and compliance. It has reduced processing times and enabled and scaled access to services across time-zones and convenience-zones. Paper is still a major challenge to banking institutions, many of whom lack cultural acceptance and skills to more broadly apply these technologies. Customer engagement is moving from live (in-person) interaction, to leveraging digital channels. Mobility is also a major trend for account opening and servicing. Coupled with traditional ECM services, a combination of customer document delivery (customer communications management), business process (or case) management and eForms, e-signatures, mobility and cloud deployment are technologies that promise to greatly improve customer experience, with conversational and highly optimized workflows. There is a gap between a Banking executives perceived importance and confidence of a firm’s ability to execute key initiatives. The CEB TowerGroup analyst report, Going Paperless to Become Digital, discusses their detailed research and highlights changes in the adoption of ECM solutions, particularly as it relates to paper handling and the move to digital channels. It also shares a analysis of ECM product capabilities, including those from ECD, with special interest to the needs of the banking industry.

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What’s New in ECM – It’s not What you Think

New in ECM

In our ever-evolving era, where technology (or even technology companies) can change quickly, the world can become a complex place. As anyone who has tried to write a blog, repair a home appliance or diversify their investment portfolio has learned– what seems very simple can actually be very hard, if you don’t have the right skills. In our Enterprise Content Division, we migrate terabytes of content for customers on a regular basis. In Asia Pacific and Japan, we have partners that transform paper-driven plants to digital enterprises. While we think these are routine and relatively easy tasks to perform, the same lesson repeats itself: it’s easy if you have people that know what they are doing and have done it many times before. When customers across Asia approach us for enterprise content management (ECM) best practices, I often find the best advice is to go back-to-basics and tap into specialists who can accelerate your efforts. Particularly in high growth markets, some of the fundamentals that help companies scale successfully have been missed. This Harvard Business Review article describes emerging markets well: “The headlong growth that put them on the map isn’t enough to sustain them when their industries mature.” This is why it’s important to design and build powerful content management systems for your enterprise. These technologies can keep up with your burgeoning content and keep you agile to deliver new innovations. If time-to-market and competitive advantage matter, that’s all the more reason to let ECM experts handle it for you, rather than taking years and costly mistakes to scale your business. Growth and Scale with Unified Content While it might not seem new for ECM excellence, it is new for many countries across Asia to implement application decommissioning strategies. A simple place to begin is listing out how many applications you have running with important content you need to maintain. This could be historical data about manufacturing plant operations across China, or former FDA application files from subsidiaries in Southeast Asia. You might have older SAP or Oracle versions still running. Unifying data from these applications will help you prepare for sustained growth and global reach. We typically find this exercise yields a long list of applications across multiple locations, and it often holds a few surprises: Content the company needs readily available to deliver new innovations is often held in legacy systems, some in remote locations. These older applications can be very costly to maintain, with high technical support costs and resourcing challenges. Staff with legacy system skills can be hard-to-find and keep, and may charge premiums just to keep systems alive. Content that is mandated by legal and regulatory bodies in targets markets like the US and Europe might be scattered across many applications in many regions. For an Asia Pacific company to document and prove compliance, as many standards require, this fragmented content reality will slow down entry into new markets. The cost to track down content individually, document it, then store it is unnecessarily exaggerated when it’s not archived in a single repository. Security is not at modern standards for sensitive content stored in legacy systems. Migrating content to newer infrastructure can better protect against cyberespionage and data theft. As a recent publication pointed out, “Thailand was rated the fifth most vulnerable country in Asia by BitDefender last year, largely due to massive prevalence of pirated software, which lacks security updates from the manufacturer and thus tends to be an easier target for hackers and online crooks.” India, Indonesia, China, and Vietnam were ranked as the top four most vulnerable in the region. For these reasons and more, we suggest you talk to highly skilled information architects and map out your plan for scale and growth. Together you can identify your business objectives, then consider content sources. Any sensitive and important content migration work can be handled by specialists who have optimized tools and ample experience – this speeds the job and keeps you focused on your business. Once migrated, you can leverage powerful and scalable innovations in information archiving to unify your content and use it anew for business advantage. Addressing any content issues today can immediately improve your compliance readiness, but also enable your company to sustain growth in the future. As you hire new staff and enter new markets, employees and partners will be enabled with secure access to your key content. If you acquire companies, you can more easily absorb their IP and content into your planned systems, accelerating the value you gain from your M&A activity. Finally, by leveraging existing expertise through providers like OpenText, you can move faster, remembering that content migration doesn’t just seem easy for these specialists, it is easier, based on their experience, training, and local support.

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It’s all About how you STaRT

STaRT

While it may seem obvious, it is worth repeating that there is no such thing as a common learner. Generally learners are grouped into categories enabling us to address what we commonly perceive to be their needs. But, those categories are often done for our benefit as learning professionals, or for the benefit of the organization. In reality, every learner is different. Organizations that want to achieve a faster ROI are going to have to adopt ways that address the training needs of individuals while keeping the costs manageable. Typically, training from software vendors, ECD included, is primarily focused on developers, system administrators, implementation teams, and partners. It is neither targeted to nor intended for the bulk of end users that use the system day-to-day. Why is this? There are two primary reasons. End users typically do not have the need for, the desire for, or the time to sit in a multi-day course just to learn how to do a task or set of tasks. Quite frankly, they will find a YouTube video or a cheatsheet/job aid that will suffice. Even if the end users wanted to attend this training, the cost and direct payback of that cost is prohibitively expensive for every organization, from the smallest to the largest. So, what can you do? This is why we’ve developed STaRT, our Solutions Training and Readiness Toolkit. It identifies the key processes and tasks for which your end users need training to perform at peak levels, and then develops a customized solution using your system, your processes, and your branding to develop and delivery training materials. But, it is more than this. Unlike typical technical training solutions, you keep these learning assets in-house. Your end users can repeat the training as often as necessary. And, the materials are broken up into task-oriented components that the end user can use to get the help they need when they need it. STaRT is delivered via a multitude of training industry-standard tools, or you can use ECD’s STaRT software which goes beyond those training packages by enabling you to develop once and then deliver the content in a variety of formats. The key is that STaRT has the flexibility to adapt to your needs rather than forcing you to adapt to its delivery.

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