Enterprise Content Management

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.

Read More

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.

Read More

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!

Read More

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?

Read More

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!

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

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.

Read More

Follow That Car!

digital disruption

Has anyone noticed that things are speeding up? A week or so back, I visited London for a conference. I’d not been there for a few years, and noticed a new system of bicycle lanes throughout the city. Great for the cyclists, but a real congestion headache for car traffic and cab drivers. Norman, my driver from the airport, knew the streets like the back of his hand. He’d been driving cabs for the last 3 decades and bicycles were featured prominently in his list of complaints. I was amazed at his knowledge of the London labyrinth and the way he was able to intuitively duck and weave in all directions as soon he spotted traffic or other obstructions while keeping the conversation going the whole time. Back in 1979, a year many of my colleagues now refer to as “the olden days”, I remember watching a TV movie called “The Knowledge” with Nigel Hawthorne, a personal favorite. “The Knowledge” told the story of a fledgling cab driver who had to prepare for the notoriously difficult exam to get his cab license. This test required instant recall on addresses, streets, points of interest and directions between all. Every cab driver had to meet that standard and invest as much as two years of study to qualify, with the aid of several volumes of (paper) reading materials.  “If you’re a genius it might take you a year. On the other hand it might take you two, or even or ten. And if it looks like it’s going to take you longer than that I should chuck it in and take up ballet dancing instead.”                                                                                                                               -Mr. Burgess, The Knowledge In the mid ‘80’s I worked in Australia for a large public utility.  One of the teams I collaborated closely with was the Geographical Information Systems (GIS) group. Over several years they developed a platform and digital map of Sydney. This was used to plot the addresses for the 1.3 million customers they had at the time, as well as define the location of the city water supply system and waste-water systems. The GIS data was populated through a number of proprietary sources and their engineers and was used by us to calculate the shortest possible distances one would have to walk to read all the meters in a neighborhood. Many other uses of this system were possible, including impact analysis for construction of new water mains, maintenance, emergency services and more. It was a great example of digital transformation in the ‘80s.  However, this was a significant investment, one that few organizations could afford at the time. Looking Forward My long trip back from the UK to the US (picture a T-Rex typing on an iPad) gave me a chance to reflect on where we’ve been, and maybe what’s coming just around the corner. Norman, with his “Knowledge”, is something of an oddity these days.  Most cab drivers (apart from London black cab drivers) seem able to navigate only with the aid of Apple or Google Maps, which, incidentally, also powers Uber. “The Knowledge” seems inconceivable to most of us now, as much as floppy disks or stage coaches seem to my kids. We have democratized maps to a large degree (digital divide notwithstanding), and made location services free, though with catches. We’ve taken “The Knowledge” from our own data centers (heads) and moved it to a cloud provider. New developments across all sectors of technology can now be woven together in a fabric of services that can then be combined to enable new business models and new consumer experiences.  These advances provide us with a radical set of possibilities that Norman (or we ourselves)  could never have imagined back in the “olden” days. What if : I had a self-driving car, that dropped us off to dinner I didn’t have to worry about parking. The car could drive itself to the nearest charging station and come back to collect us when we’re ready I could order that extra bottle of wine, and the ride would be safer than if I’d not had any in the first place! While I was involved with something completely engrossing, I could send the car to pick up crackers and cheese from the store, another lightning headphone adapter for my iPhone 7, and then pick up my son from his swim practice without leaving the comfort of my La-Z-Boy recliner. Who needs errands? I didn’t have to buy a whole car. Perhaps I could share ownership with a group of friends or even a pool of strangers for under $40 a week When we weren’t using the car, it could generate revenue by being deployed as part of a fleet of self-driving cars, delivering other people, packages or fast food to different locations. I could even sell the data generated by my vehicle Or, instead of buying the car at all, I could just be a customer of a roving fleet of vehicles. My son loves this idea! These are no longer far-fetched ideas and they all seem possible, if not today, then just around the corner. It’s great news for us as consumers, but maybe problematic at a societal level. But what about businesses that have not considered potential downstream implications these trends have among industries? For example: Current competition threatened across travel and logistics/delivery services, including Norman and his colleagues As driving becomes safer, auto insurance (a $200B industry) and auto-repair providers Assuming the number of purchased vehicles decline, auto manufacturers and auto financing services That’s the tip of the proverbial iceberg. Digital disruption is real, and in case you haven’t noticed, it’s accelerating and getting cheaper to accomplish. Whether change is prompted by your customers, competitors, employees, or by regulations – innovation doesn’t just happen by accident. Survival and sustained market dominance will depend on deliberate actions – your organization’s ability to recognize and react to potential disruptions and how you seize on the opportunities to create them! Have you assessed your company’s digital maturity recently? Come to Momentum Barcelona 2016 and find out more.

Read More

Face-to-Face vs. Digital: Finding the Right Balance in Customer Experience is an Art

CXDay

I like shopping at Nordstrom. No, I love shopping at Nordstrom. And it recently occurred to me that part of my attraction to Nordstrom is their ability to provide a perfect balance for my shopping experience. One day, I might be in one of their stores, feeling the fabrics and breathing in the joy of a fabulous find. Another day, I might be on the move. But Nordstrom offers an online shopping experience that is practical and effective. Finding that balance between face-to-face and digital engagement is key to providing a quality customer experience in today’s marketplace. Some might argue that salespeople are no longer needed, that people are doing their research up front so there is no need to talk to someone. But is that the case with B2B marketing? I don’t think so. I think the most effective B2B marketers find that right mix of handshakes and digital experience. BY THE NUMBERS A Forbes survey a few years ago found that 85 percent of responders felt that in-person business meetings build stronger, more meaningful business relationships, and 77 percent said they preferred those meetings because of the ability to read body language and facial expression. 85 percent of responders felt that in-person business meetings build stronger, more meaningful business relationships. Conversely, 92 percent acknowledged that technology-enabled meetings save time, and 88 percent agreed that they save money. The study found that a majority of the business executives thought the ideal meeting/conference execution strategy combined both in-person and technology-enabled meetings. Face-to-face marketing and virtual communication have definite benefits. Face-to-face interaction helps forge relationships that lead to long-lasting business connections, and digital experience ensures dialogue continues on a more frequent basis. So, before we begin any ECD marketing program we take the time to examine the underlying business objectives, outline clear goals and metrics, and proceed with a strategy that enables the best customer experience outcome. We strongly believe it requires a mix of the two. A TIME OF CELEBRATION So, what better time to celebrate engagement of all types then, CX Day. CXDay is a global celebration of the customer experience and the thousands of customer experience professionals that make it happen. CXDay is a perfect example of utilizing both personal and digital engagement. We will be in NYC at Customer.Next celebrating our customers and hosting a webinar, sharing learnings on our  customer’s experience.  LET’S TALK Has your business found the right balance between face-to-face and digital engagement? Maybe it has – today. But continuing to find that right balance tomorrow – and beyond – is key to the success of your business.

Read More

The Benefits of a Customer-Centric Culture

Customer-Centric

Customer Experience can mean different things to different people. In the Marketing world, there’s a debate about whether a CMO should now be called the Chief Customer Officer. There is also an ongoing discussion about whether today’s organizations actually require this dedicated Chief Customer Officer. There can be arguments both for and against, but in my experience being customer-centric and maintaining a continual focus on improving the customer experience is a necessity for any organization looking to move forward as a digital enterprise. So, assuming that the CCO becomes the newest office in the C-Suite, what qualifications would this person need to possess? The job description can include storyteller, politician, diplomat, digital futurist, customer advocate and human duct tape, just to get started. If this varied definition of skills isn’t enough, there is no shortage of others weighing in on the qualifications. And, while these qualifications are diverse and impressive, much of the CCO or CMO’s real work centers around the culture he or she needs to help nurture and build. Because, it is only through a company-wide commitment that an organization can effectively meet its customers’ increasingly complex needs on the frontline every day. Successful companies create an echo chamber of customer centricity, where everyone from customer service and accounts payable representatives to the C-Level team understands how they influence experiences that will help customers thrive. They recognize that every employee has the opportunity to play a part, to positively influence customer experiences when supported by a culture that allows each person to be the solution, not part of the problem or simply a bottleneck. We continue to proactively engage with our customer base, both digitally and in person. Over the coming months, we will provide a number of opportunities for our customers to interact with both their peers and various team members from ECD. Placing the customer at the heart of what we do is something we take very seriously and focus on every day. We invite you to learn more about how you can engage with us as well as share your feedback and suggestions, by posting on this blog. In our minds, every day is CX Day, and today we want to take an extra moment to pause and say thank you. Your feedback, input and passion around the software and solutions we create is tremendous. We appreciate your trust in us. We take that commitment seriously. And, we look forward to our next chapter and to continuing this journey together.

Read More

InfoArchive – From Information to Knowledge

InfoArchive

Recently I traveled to Pleasanton to work with the InfoArchive team. I arrived late and checked into my hotel. While relaxing and flipping through the TV I stumbled onto an early 90’s Robert Redford movie called Sneakers (by Universal Pictures). Taking place in Silicon Valley, the movie focuses on NSA sponsored technological espionage. Essentially, steal technology that can decode, monitor and listen to any kind of communication. The premise made me chuckle in an ironic way! After all, this is, what, twenty years before Snowden? Beyond the plotline, what really grabbed my attention was a line spoken by Redford’s character, which I found rather pertinent to today. He talked about a war, a world war, that wasn’t about who has the most bullets, but about who controls the information. When I think about InfoArchive, I always focus on information, both content and data. The multitude of data types and large amounts of information that can be ingested into the archiving platform takes precedent. Yet, the real power of InfoArchive is what you can do with this information after ingestion. To unleash this power, you’ll need access to this information to use it. Despite this, we still need to fight against the corporate philosophy of information control that limits access. Nevertheless, innovative companies are developing strategies not to hide or restrict access to information in silos but to provide information as quickly as possible to business units, analysts and individuals. These companies are transforming more rapidly than their siloed competitors by allowing greater access to structured data and unstructured content. The recent release of InfoArchive 4.1 and it’s healthcare version – Clinical Archiving – has made accessing and leveraging information easier than ever before. Risks There are inherent risks to providing open access to information. However, I believe informed employees can see the difference between right and wrong. Naturally, mistakes can happen with access to unfiltered information and some may attempt to exploit information for their personal gain. Thankfully, we have the ability to decide for ourselves how to use information, which can empower employees and provide great strategic value to the company. The recent release of InfoArchive 4.1 and it’s healthcare version, Clinical Archiving, provides greater access to helpful information while simultaneously allowing governance controls. Currently, InfoArchive delivers retention and disposition, masking of PII, litigation hold, chain of custody, user based access and access logs. This way, companies can maintain compliance and monitor access logs. So providing access to information via InfoArchive poises much less risk than providing direct access to production or legacy applications. InfoArchive New Features With InfoArchive 4.1, customers have more accessibility options: Elastic Cloud Storage (ECS) Support for Elastic Cloud Storage, which enables greater accessibility by intelligent devices, provides analytics ready storage and infinite scalability. Synchronous Ingestion With Synchronous Ingestion, data and records are instantly ingested upon completion, providing knowledge workers with the ability to access static data and content immediately. Wait times for ingestion cycles are now gone, improving employee productivity thanks instant data recall. Data Export The data export capabilities of InfoArchive are enhanced, offering greater flexibility for producing reports and content sets. Selected information can be displayed and exported in common formats, including PDF, CSV, XML, JSON or HTML. Clinical Archiving Provides several enhancements for greater accessibility, flexibility and control. The features in Clinical Archiving 2.0 include: HIMVision A new user interface application designed for HIM organization. It provides a view of patient archived with the ability to amend information within the archive. HIMVision includes a “Release of Information” mechanism so all or a part of the patient’s archived information can be exported or printed. ArchiveVision Enhancements ArchiveVision, the clinician user interface application, offers two new perspectives that enhance the user experience. These perspectives are: Snapshot – which offers a simple a quick overview of medications, allergies, history, etc. and Timeline – which presents the patient’s record in a chronological order. Patient Privacy Patient records may contain sensitive information specific to an individual’s condition. Clinical Archiving 2.0 offers a means to configure and enforce the patient’s preferences for privacy. For example, the patient may wish to set limits on which providers are allowed to view the patient’s psychiatric documents. Single Item Archiving Occasionally, a single document may need to be added to a patient’s archive. This feature allows IT to do so without waiting for the next official archiving session. Knowledge is Power In the modern world of business, the saying “knowledge is power” bodes more true than ever before. With the absorption of more information, hospitals can provide greater care for patients, businesses can address a client’s needs faster and customers can identify self-service access to their information. However, as Robert Redford in Sneakers suggested, it isn’t about who has the most ammunition, it is what information we have and how it is used. With the help of InfoArchive and its medical sibling Clinical Archiving, businesses around the world can maintain vital information easily, offer greater protection to their clients, patients and customers, while ensuring information governance. This should help everyone breathe just a little bit easier. To learn more about InfoArchive and its medical sibling Clinical Archiving please visit our InfoArchive page.

Read More

ECM Success in the Real World, Part 1: Document Management

ECM

With everyone turning their attention back to work after enjoying the hazy days of summer, I thought it would be a good time for a series of blogs that rekindle the discussion around success with ECM, what it means, and how to achieve it. The reason: Regardless of your type of organization, positioning your ECM environment to drive digital transformation and generate the most value for the enterprise has to be a priority over the rest of the decade. For many, it will mean the difference between competitive triumph and faded irrelevance. For starters, let’s head back to July, where our annual Enterprise World conference offered a wide variety of business and technical insights into the why and how of ECM success. As is always the case, some of the best came from sessions featuring OpenText customers. These are the folks who have already integrated elements of OpenText™ Content Suite into their existing infrastructure and made tangible progress toward realizing their ECM goals. They’ve experienced the real-world opportunities, challenges, and gains first-hand. Integrated real estate company DDR Corp. is a perfect example. Headquartered just outside of Cleveland, DDR owns and manages over 113 million square feet of retail space across the US. Efficiently servicing their large pool of tenants means managing a sizable amount of legally binding documents, as well as coordinating the physical and electronic triggers related to each. In addition, as a publicly traded, self-administered REIT, DDR has extensive compliance requirements. Their road to ECM success through digital document management is textbook. IT VP Kim Scharf has been visionary in driving process productivity through ECM technology. She’s spearheaded a multi-year initiative that’s transformed the company from literally chasing folders full of paper around the office to a finely tuned digital environment that meets the needs of executives, sales, legal, record managers, and the back-office support functions that work with the data. For DDR, ECM success is defined as a paperless document management environment that promotes efficiency and optimal customer service while meeting compliance obligations. And Kim believes it was achieved because—yes—they partnered with OpenText, but more importantly, because they put people, not technology, first. From executive sponsorship through needs assessment, change management, and training, stakeholders across the company were integral to defining and implementing every stage. That’s just one of their innovative approaches. Explore their story and find out more about digital transformation and Enterprise Content Management.

Read More

Delivering Innovation in the First City of Innovation

Innovation

In my opinion we couldn’t have picked a better city than Barcelona to host the return of the Momentum Conference to Europe. Why do I have this opinion? There are many reasons. First and foremost, Barcelona is a city that has always embraced transformation and innovation. It became the first European Capital of Innovation when it delivered on its promise to introduce new technology to foster economic growth and better the welfare of its citizens. The First City of Innovation Barcelona continues to innovate for the benefit of its citizens. When I look at the innovations that the Enterprise Content Division has delivered over the past three years with LEAP, InfoArchive and our hosting services I am inspired by what Barcelona is doing. By providing open data initiatives, the city is providing its citizens with valuable information and doing it in an open and continuous way. At Momentum Europe we are going to showcase our innovations that focus on data and information and how new methods of access and availability help organizations, business units and individuals transform the way they do business.In particular, I want to extend an invitation to those who have registered and to those thinking of attending. Consider attending the InfoArchive sessions and labs. InfoArchive is a solution that is helping all types of organizations move beyond the silos of data and information that stifle innovation and cast aside the legacy applications that thwart adoption of modern, flexible, open technology. The InfoArchive sessions will provide our Momentum guests with real-life scenarios and hands-on-experiences showcasing how companies are retiring legacy applications while leveraging the data and content these applications contained for strategic and customer-focused initiatives. We will provide examples of how InfoArchive not only has a rapid return on investment but can actually fund new initiatives. InfoArchive at Momentum Our InfoArchive sessions during Momentum Europe are intended to present attendees with an overview of our accomplishments and take them into the future of InfoArchive. We will give those present a glimpse into some of our largest projects, including: Our FinServ offerings that reduce the burden of regulatory compliance such as MiFID, surveillance and anti-money laundering Clinical archiving that eases HIM implementations like Epic InfoArchive for SAP that reduces the cost and burden of SAP HANA and SAP migration and consolidation In all these sessions we will show how unlocking data and content from siloed and Legacy applications provides valuable information to individuals and business units in a controlled and compliant manner. I look forward to seeing you in Barcelona, the first City of Innovation, for Momentum Europe 2016. Olé Infoarchive!

Read More

3 Reasons You Can’t Miss This Year’s Momentum Europe

Momentum Europe

It seems hard to believe, but October 31 is just a little more than a month away. Our team is busy putting the finishing touches on Momentum Europe and we are preparing to welcome both business and IT decision-makers from across a number of different industries and from around the globe, including Europe, the Middle East, Africa, Asia and beyond. After a four-year hiatus, we’re excited to bring you all the activities you’ve come to expect, as well as some exciting new opportunities for you to engage with other customers, partners and the ECD team, and to get hands on with our technology. With so many interesting events and sessions to choose from, it seems there’s no good reason to miss this event. However, in case you need some additional motivation, I thought I’d share my top three reasons why, wherever you may live, you’ve got to attend this year’s Momentum Europe: The content and information management markets are hot again! According to MarketsandMarkets, the ECM market size is expected to grow from USD 28.10 billion in 2016 to 66.27 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 18.7% during the forecast period. At Momentum Europe, you can learn why there’s growth in these and other areas from IDC analysts, and get sound advice on how to be prepared for what’s on the horizon. You’ll find out how you can tap into the power of new approaches that work better together with your existing solutions. And, you’ll hear from our partners who have new solutions to address new challenges. The more, the better. We’ve packed more into three days than you can imagine. More customer sessions and panels, more keynotes, and more technical deep dives. We’ve also expanded our Hackathons, Hands On Labs, product and solution demos, and “Genius” time with our Services organization. And, this year, we’ll share more information on digital transformation, and explore new business and IT strategies that will help your organization to become more digital, more quickly. But it’s not just about quantity; it’s also about quality. We’ve listened to your input and requests and, this year, we’ll bring you even more of what you’ve been looking for. The future is bright. Now, more than ever, you need to know about our vision for what’s next, both for the ECM/EIM markets and for our Enterprise Content Division. IDC analysts, ECD executives and our special guest speaker, Muhi Majzoub, Executive Vice President, Engineering & Information Technology for OpenText will be on hand with information to help you shape and accelerate your business. Beyond attending our information-packed sessions, learning more about exciting market opportunities, and charting the future of our division, if you still need a reason to attend Momentum Europe, it’s this…it’s in Barcelona – an enchanting seaside city with a fabulous culture, unbelievable architecture, and an unbeatable combination of history and innovation. So, please, register today and don’t let FOMO haunt you. My colleagues and I look forward to seeing you in Barcelona!

Read More

Striving for Operational Excellence in Europe

Over the past couple of years, we’ve written several posts regarding the emergence of operational excellence in the Energy industry. While the benefits of operational excellence programs have been well understood for some time – greater productivity, improved safety, extended asset lifespans – the current low gas price economy is driving organizations to increase their focus on operational excellence as key to remaining viable during these times. To further emphasize this importance, conferences like Operational Excellence in Oil & Gas are being held to help the industry share various approaches to and successes in addressing operational excellence challenges. Speakers generally addressed these challenges from one of three approaches: people, process, or technology. People Any operational excellence initiative requires strong adoption throughout the organization. Unfortunately, this is nearly always easier to say than achieve. The reality is that most companies find that without a focus on company culture and strong leadership throughout your management teams is necessary to develop the culture required for success. Surprisingly, one of the more interesting discussions was given by an industry outsider. Ernie Spence, retired Commander from the US Navy. The Navy commander talked about the strategies that he successfully employees to retool and turnaround a struggling squadron. While his story has nothing to do with the processes or technologies that will drive operational excellence initiatives, his insight into the human factor had clear parallels to the struggles that oil and gas companies face implementing new programs today. Process Improving operational processes receive the most focus during the two-day conference, with several customers speaking about the results of their process improvement projects. From my perspective, the most interesting sessions had a common theme: demonstrating how improved governance over operational processes yielded increased safety or operational readiness. While the solutions to these issues tends to be very complex and requires a consultative approach to address each organization’s unique requirements, there were common pillars in each success story: Being able to communicate the status of your operations and/or individual processes is a key objective for any operational excellence program. Several customers pointed to simple, easy-to-understand dashboards as a critical success for factor sharing results both up to the executive leadership and down to the entire organization. Collaboration is also very important, eliminating unnecessary delays, especially with the global network of suppliers and contractors supporting your operations. Technology The final area of focus during the conference was on technology, and the highlighted management systems focused on improved management of two key pieces of information: 1. Structured data A very popular investment that was discussed throughout the conference was leveraging data analytics to improve operations. While some critical parts have long provided at least some relevant data, the emergence of the Internet of Things (IoT) and Big Data technologies have driven new technologies that promise to dramatically increase the ability for organizations to monitor not only asset productivity but predictive maintenance. 2. Unstructured Data While improved collection and analysis on structured data has some pretty clear benefits, companies often overlook the value that improved management and control of unstructured benefits provides fundamental benefits for operations and maintenance activities. This is a conversation that is going to continue to happen over the remainder of the year. In early November, the Enterprise Content Division will be holding its Momentum Conference in Barcelona, Spain.  At this conference a number of its customers, will be discussing a variety of Energy industry topics related to information management, including Operational Excellence. And while the European conference highlighted the challenges across Europe and the Middle East, the conversation will move to the United States later in November, where IQPC will host a very similar conference in Houston, Texas: Operational Excellence in Oil and Gas. I’m looking forward to exploring both the similarities and differences between North American and European markets, companies, and operational excellence program focus. I hope that we will see you at one or both of these conferences. What are your experiences and expectations for Operational Excellence? Let’s discuss it below.

Read More

Capture Evolves From the Mailroom to Enhance Customer Experience

mailroom

It’s summer, but I’m thinking about the holidays later this year. When they roll around, I can’t wait to watch Elf. You remember the scene when Buddy the Elf (Will Ferrell) was sent to the mailroom to work so he would stay out of trouble? It was a dark, dusty place filled with miscreants. As uninspiring as it is,  the mailroom has been a vital component in  running any paper-intensive business. In fact, the mailroom is often compared to an assembly line that digitizes paper and automates manual processes. That’s where digital capture technologies originated, and they are still primarily used there today. High-volume mailroom processing has been around for 20-25 years – like grandpa’s old truck. It gets the job done, and we’ve become extremely competent and efficient at it. But it’s time to showcase innovation and bring capture into the forefront by powering knowledge workers and capture-enabling customer-facing applications. Craig Le Clair from Forrester discusses these trends in our recent analyst chat. The first step out of the mailroom for capture is clearly remote capture and mobile-enabled apps. These technologies allow your business to speed up turnaround times for customer-facing processes for a faster response and greater volume of documents processed. Say you’re an insurance company who has a branch office in Topeka. An agent working in that office can go to the scene of a car accident, take a picture of the damage to the insured’s car, and use capture to send the photo and any related paperwork to headquarters for real-time processing.  Or, you can integrate this same functionality into an app that the client can submit directly from a cellphone. Insurance companies can use capture to replace the fax machines and legacy applications that used to be required to process these claims. Discover more capture-enabled use cases in this webinar. Mobile or customer-facing capture apps and real-time document delivery allow businesses to engage with customers at their first point of contact, dramatically enhancing your customers’ experience. Everyone is busy, and no one likes delayed gratification. Customers no longer need to wait days or weeks after they’ve sent in documents required as part of a process, only to be told that they sent the wrong one, or needed to provide more or different information. With capture the document can be validated instantly and reconciled with other business systems in place. By allowing customers to interact with your services conveniently from their mobile device and making that experience seamless and easy, you create a connection with your customer that they will remember. By making interaction with your business easy, you can turn a dreaded task into a convenient and engaging experience. There are also direct business benefits realized by moving document capture out of the mailroom. By being able to deliver and process documents in real time and even automate some of the processes by validating against existing systems, you can streamline processing and turnaround time, and delight customers with quick results. Speedier processing and better data quality save resources, and money. Your business can benefit from capture’s increased quality of service, real-time processing, improved customer experience, and cost savings. Captiva continues to drive innovation in the arena of document capture. If you are an existing customer who has been using Captiva as part of your mailroom or field services, you can easily plug in the mobile application to extend capture services to your customers. Enterprises that are new to Captiva have more options to innovate with capture. You can embed capture as a service seamlessly into your customer-facing app to create awesome customer experiences. In addition, organizations can add ECD’s CaaS (Capture as a Service) solution, LEAP Snap to capture enable specific applications and communicate directly with customers. Captiva offers many opportunities to streamline and move business forward. One leading insurance company improved classification accuracy by 55% and was able to increase the number of transactions it processes  without adding additional resources. What’s more, a Top 10 financial organization was able to quickly add LOB and customer apps by leveraging their existing shared services team. Just like Buddy the Elf was able to turn that dusty mailroom into a festive place, we’ve come a long way to extend the value of capture from the mailroom—delivering remote, mobile, and real-time solutions to support your goals in engaging directly with customers anywhere, anytime.

Read More