Enterprise Content Management

Yes, We Really Mean Change – Case Study in Digital Transformation

digital transformation

When I think of digital transformation, two quotes come to mind: “the light bulb was not invented by continuously improving the candle,” and Henry Ford’s famous statement, “if I asked people what they wanted, they would have said faster horses.” While these two sayings are simple, they are profound in the sense that they show how change requires out-of-the-box thinking and strong leadership with a clear vision. Digital transformation is a business-led transformation that ultimately targets the underlying business model of an organization. True transformation, to me, is really a horizontal play that means significant change across all verticals or industries. Internally within organizations, its impact is equally broad, affecting multiple lines of business and divisions. From my perspective in the enterprise content management world, it is content that can make or break digital transformation. Poor content hygiene, the inability to share customer information amidst data isolation, and enterprise-wide data dumping are just a few content issues that can hold companies back from transformational change. I’d like to share four thoughts on approaching your digital changes, by grounding them in sound content management practices. Setting Objectives In a report published a year ago, Bain & Company stated that the insurance industry has “been slow to adopt digital tools and business models, relative to other industries.” Competition is relentless, and the industry is changing with increased activity by opportunistic start-ups. For one of our insurance customers, new competition drove the focus of their digital transformation, centered upon the experience of their customers. Leveraging advances in analytics, mobility and social media, this customer has already seen a change in how its own customers interact with their services and people. In their case, they defined several transformation objectives to guide what aspects of people, business and IT would need to be addressed. Objectives included directives like “drive growth through lifetime relationships with customers and acquisition of new customers,” and “drive efficiencies to improve customer value and margins.” Clearly defining your objectives is a solid first step. As we all know from the content management world, it’s not one sudden big bang change that is most impactful, especially for enterprises with heavy legacy investments. Digital transformation success is driven by prioritizing what matters most to the business, then setting objectives that responsibly change everything else to center upon reaching these objectives. Finding a Use Case When we look at business drivers for digital transformation, these can include improving your customer experience, refining your operational processes, and adapting new business models that meet the market requirements of your industry. For this customer focusing on improving customer experience, they started by gaining a better understanding of their customer specific wants and needs. A key step was to define a use case for customers. They identified prospects who want to educate themselves about financial plan options, and who need help choosing between different offerings their company provides. These users expect to resolve their questions by visiting the company Web site from any digital device, and interacting with company representatives and content across different channels. Starting with this use case view ensured the technological shifts required would tie back nicely to overall objectives. Defining a use case overall helps decision making to avoid what AIIM President John Mancini calls a “digital landfill.” Content starts to become prioritized based on who will use it, how, and most importantly, why. Drawing from ECM Experience The next part is exciting for me — helping customers apply our 25 years of industry leadership to bring their use cases to life. This is when our enterprise content management (ECM) frameworks provide the strategy, governance, and steps that are the “secret sauce” to making transformation successful. For this customer case, through our experience set and tools, we homed in a few pragmatic principles: Make ECM Transparent Connect Content and Process Fuel Adoption by Delighting Users Securing Sharing with Outside Users Your Own Pace of Change to Improve Operations What’s important to note is that no single recipe fits everyone. It is a known fact that the pace of digital transformation varies from company to company. This is largely attributed to the pace of change and level of maturity within an organization from a digital perspective. That said, new agile development practices and mobile app designs can help any enterprise trial prototypes faster to find the right solutions. Some companies are still doing the basics, and others have already transformed various aspects of their business. An assessment of your digital maturity is critical to clearly map out a path for your transformation. Working with experienced professionals can expedite and simplify your transformation, as well as help you leverage investments you have already made in existing infrastructure or technology. What are your digital transformation objectives? Where does content fit to enable those objectives? Share your feedback below.

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Mobile is Easier Than You Think: 3 Real-Life Lessons Learned

Mobile

An overwhelming consensus of companies trying to extend their reach and increase engagement with customers, employees and staff, agree that mobile is – or will be – critical to their success as an organization. Bringing the business closer to where work is actually performed is a foundational theme within today’s digital business strategies. Exchanging information, interacting with processes, and making decisions could all be more effective through mobile. But many large enterprises face a quandary – where and how to start? I am fortunate to work every day at exactly this key intersection between the important vision of digital and the pragmatic need to deliver improvements now. Just this month, our Mobile Practice is busy delivering on a use case that helps customers deliver similar solutions for their content management pain points. Here are three high lessons learned from our efforts prototyping and delivering an app to a Documentum customer in a month. I hope this helps you think about where and how you can get started. 1 – Align with your company’s core objectives Our customer has been at the forefront of green initiatives and has a core objective to eliminate paper. As the property assessment division for a major US county, moving away from physical documents was no small task. Yet from the top down, the group stayed aligned on stopping waste, inaccuracies, and the time delays brought on by paper-based content management. When looking for a mobile solution, we first discussed what else could help drive to their environmentally-friendly objective. Our customer’s first approach to institute Documentum some years ago covered the bulk of their going green requirements. Adding D2 helped as well. But there are still opportunities to drive further efficiencies and reduce cost as they digitize their workflows and capture new information. 2 – Find the end user pain point Through conversations with key stakeholders, we began helping the customer identify end user experiences. Why are some still using paper? Where could work get done better, faster, or cheaper? Where do problems with data quality start? It quickly became clear that assessors sent out to view properties were feeling pain. We took a look at their day-to-day workload: To determine a land lot, subdivision or house value, the assessors must collect case files that include architecture diagrams, permit requests and other key documents On property sites, sometimes hours away, they need to capture notes, photographs, and observations Back at county offices, the field content must be merged with system case files, whether copy/pasting from digital device notes, uploading photos, etc. That is a lot of work! We identified this as a potential mobile use case — to make it fast, secure, and easy for these assessors to do their job more efficiently. With the app user defined, we could then optimize for this specific job role. We developed and shared an interactive prototype that the customer’s end users can touch and feel, to try out functionality and adjust as needed. Most importantly, we tied all the end user mobile app functionality right back into the customer’s business process, to avoid delays or manual work. 3 – Marry mobility with revenue streams For this customer use case, the end user base of assessors has a very real impact on the department’s business. The faster and more effectively homes can be appraised, the more quickly property improvements can be made. The end result is faster time-to-tax-income on the newly appraised properties. As you consider your company’s core objectives and content management end user pain points, look for opportunities to streamline revenue streams while improving your customer service. A faster turnaround on a loan application or a power plant transformer review may ultimately increase efficiencies that are positively felt throughout your value chain. Consider as well how to get more from your technology investments. We were able to build segregated user profiles on this customer’s iPads so the devices could be shared across many team members. As each assessor heads out for the day, a county-owned device is brought with, but only that assessor’s content and apps are portrayed once they login. This approach reuses existing hardware, and the new app taps into existing Documentum instances, to leverage the most from the customer’s investments. It also saves end users time, as work ‘appears’ when they login, and ‘disappears’ as they check back in at the office. A complete audit trail is maintained and record integrity is protected through Documentum automatically. As you can see, going mobile for content management is actually much easier than many people think. If you are looking for digital transformation, finding the right mobile app use case can be a straightforward and impactful place to start. What’s holding you back from applying mobile to solve your content management challenges? What sector are you in and what’s your use case? Are these “lessons learned” helpful? Share your feedback below.

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Asia First Impressions: Hungry to Excel

Digital transformation Asia

I recently moved from Silicon Valley, California to Australia in a new role supporting ECD customers across Japan and Asia Pacific. What has struck me to date is the number of high caliber customers in this region who are leveraging enterprise content management (ECM) solutions, and their eagerness to learn and excel. Here are a few first such impressions, which may be somewhat biased as a reflection of my new arrival status. I hope they are nonetheless helpful to other customers, since we are all likely to learn from our similarities and differences. What’s Different – Learning & Cloud Adoption It’s no surprise that when viewed on a per capita basis, one finds the university-to-population ratios of Hong Kong, Singapore and Australia-New Zealand higher than those of the US and France (Source: Shorelight Education). The willingness to try new things and absorb new ideas is palpable here. Our customers in this region are already adept at partnering with multinationals  like OpenText to collaborate and learn quickly. This is something I personally appreciate, since I have always believed the way to become successful in any region and any business is for a provider and customer to partner together. What’s also different here, compared to the US for example, is the pace of cloud adoption. It feels faster here than in other markets. Perhaps it is industries with less regulated content, but it seems that many enterprises are ready to migrate data to a private or public cloud. I think this is driven, in part, by the growing volume of content, as well as target market compliance regulations that require retaining and managing content for longer periods of time. What’s very exciting to me is knowing that our Enterprise Content Division (ECD) is pursuing a strategy that directly aligns with these customer needs. We can tap into our global consultants or specialists to help on compliance issues, and our InfoArchive solution handles extreme levels of data. Our partners here in this diverse and broad region are helping tremendously to support our customers’ growth. Some Commonalities – Digital Transformation & Compliance As I meet with local business leaders, their focus is clear — business growth and how to adopt best practices that deliver competitive advantage (back to our observation about eagerness to learn). Digital transformation is a common topic of conversation as a powerful concept that can be studied and mastered as a tool for driving growth. It’s no wonder Forrester principal analyst Cheryl McKinnon in her report, “Five Key Trends That Are Shaping How We Manage Enterprise Content” identified digital business as the first of its trends, emphasizing the need to share content across the extended enterprise. This seems to be a universal phenomenon that will fuel the world’s most powerful future economics. This seems to be a universal phenomenon that will fuel the world’s most powerful future economics. For some in the region, business growth is occurring through expansion into America and Europe. Regulatory compliance in those markets is more complex and embedded in business systems. Through technical innovations in content management, these customers can deliver to state or national legislative bodies, while still keeping their enterprise profitable. This is a balance that many companies worldwide have mastered, with the help of our technologies and services. In India, it is the government forging ahead with Digital India to “transform India into a digitally empowered society and knowledge economy.” Much of this effort engages proven concepts and best practices we use consistently with customers worldwide. Also in India, major pharmaceutical companies are looking at digital transformation to expedite compliance with drug manufacturing requirements abroad. We can partner with these Indian organizations to grow their business, as they aim to supply key drugs globally. We have addressed these challenges before, as Middle East-based manufacturers entered the US, or American pharma targeted key European markets, all using Documentum. Forrester principal analyst Tim Sheedy, writing about the Australian tech sector, (Australian Tech Market Outlook, 2016 To 2017 ”, notes that business units are spending more of their budgets on technology.  This is consistent with Silicon Valley’s ongoing drive for innovation.  I have had numerous conversations across the Asia Pacific region in the Life Sciences sector and manufacturing about helping optimize content submissions and how ECM workflows can be made more efficient – all through technical innovations. Like many of our customers, some enterprises I have met with view the road ahead to realize digital transformation as full of unknowns. They are talking to us about how to make key decisions on what to take to the cloud and what to keep on mainframes, for example. Another common issue is how to decommission applications while ensuring the data is managed accordingly to laws and regulations. These are the moments where I realize that the long journey over oceans and land was worth it, because we have solved these kinds of problems before. Having the experience of working with some of the world’s largest banks and manufacturers makes it far easier for me to find common ground, despite the differences. Does your enterprise face any of the issues I have shared? Are you using OpenText ECD solutions to increase efficiencies or handle regulations? What’s unique about your region or use case? Share your comments below.

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Enterprise World Highlights: ECM Evolves and Heads Into the Cloud

ECM

And, we’re back in 3…2…1: Happy August! After a few crazy months book-ended by the most extensive product release in OpenText history and a truly insightful, inspiring week at Enterprise World 2016, I’ve been able to make the most of a nice vacation and reflect a bit on how our annual flagship event both summarized and expanded on the happenings of the first half of the year. Interest in the Cloud is Exploding While it’s no secret that the cloud is becoming a priority for many organizations, I was amazed to see just how much interest in it had mushroomed from last Enterprise World to this one. Cloud-based breakout sessions such as Enterprise Managed Services in the OpenText Cloud and Top Questions you need to ask when Upgrading ECM to the Cloud were standing room only in Nashville. A marked increase from last year and a remarkable progression from two years ago when cloud breakouts were more of a curiosity than a must-see. My main observation from talking with the attendees at this year’s cloud-focused sessions? It’s clear that, while many organizations are still just getting their feet wet, most see an ECM future that involves fully harnessing the power of cloud-based solutions. Furthermore, the current and proposed use cases I had the pleasure of hearing about are as endless as, well, a cloud-dotted sky. Organizations are utilizing the cloud to focus on everything from the tactical—freeing up ECM administration resources—to enterprise-level strategic initiatives designed to push innovation on new business solutions. It was also noteworthy that these discussions were consistently peppered with the sort of benefit statements CFOs like to hear; things like lowering capital costs and shifting to more economical SaaS-structured payment models. The cloud devotees have really been doing their homework! Re-Thinking ECM is Definitely a “Thing” The role of ECM is changing and organizations are successfully shifting to viewing ECM in a new light. This year, I had strikingly fewer discussions devoted to traditional ECM terms like storage, compliance, governance, and records management. Customer emphasis is now on how to best elevate ECM solutions to enhance productivity for processes and people. Optimal governance is just expected. My take on this: ECM has matured and many organizations are comfortable with the baseline management of the content currently under the purview of their ECM platforms. Existing ECM implementations are doing their job storing content and ensuring that information is following the appropriate governance path throughout its lifecycle. The general feeling is, that’s fine, but not enough. Most of the customers that I spoke to are now looking for ECM to do more as they target digital transformation in a post-analog world. The reasons? They’re bang-on in envisioning a new competitive and customer service landscape where ALL the digital data in an organization has to be easily accessible to play a symbiotic role in success. And they’re not exactly eager to approach the powers that be with capital requests for new platforms and technologies to try and achieve it. Hence, questions revolved around accomplishing this by extending the reach of their tried-and-true ECM platforms further into business processes and collaborative activities. At times I felt like a hi-tech relationship counsellor as discussions delved into methods to facilitate better communication between Oracle and Salesforce or why it’s critical for structured and unstructured information to come together to contribute to a common goal. Bottom line: all this, and much more, is possible with new advances in ECM capabilities. We can show you how. Of course, Enterprise World made for the perfect forum to host these discussions. A host of product experts, customer roundtables, demo pods, and over 200 breakout sessions provided ample opportunity to gain a better understanding of extending the value of ECM to transform your organization. If you couldn’t make it, we’ve got that covered, too. Kick off your journey into re-thinking the role of ECM while exploring the possibilities.

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Making Your ECM Worry-Free

ECM worry free

Back in 2005 I worked at a Software as a service (or SaaS) startup in the human capital management space. Large enterprise customers were worried about purchasing SaaS – because of data security risks, compliance with employee data privacy laws, and general wariness about the long-term sustainability of the SaaS model and therefore, our company in general. I spent countless hours responding to in-depth technical security questionnaires – some longer than 20 pages. Customers basically wanted to know, “Is my data going to be safe? Really? Can you prove it?” Fast-forward to 2016 and companies like Salesforce.com and NetSuite have over a decade of success under their belt, so most people agree SaaS is here to stay. Customers in compliance-driven verticals like healthcare and financial services have come to trust Software as a service with their data. In fact, according to Forrester’s 2015 Global Business Technographics software survey, 51% of global software decision makers have made it a high or critical priority to increase their use of SaaS¹. And as for sustainability – nowadays you probably wouldn’t want to do business with a software company that doesn’t have a cloud offering. If you run a large enterprise content management system, data security – even in your on-premises systems – is just one of many things keeping you up at night. But even if the cloud is a lock-box for your data, is it really worth moving to the cloud? With Documentum as a Service or DaaS – the answer is a resounding “yes!” In fact, transferring your traditional on-premise ECM to DaaS will help you rest easy. Here’s how: We provide transition services that ensure everything gets moved correctly into your new SaaS instance of the software with minimal business disruption – and you keep the same features, functionality, customizations and integrations you have today. Our transition team is ready to keep up with the pace of change that you’re comfortable with. Instead of different teams pointing fingers at each other when things don’t work – we are responsible for the success of our technology – with Service Level Agreements. On average DaaS customers experience an 81% reduction with Severity 1 and Severity 2 incidents, and a 16% improvement in application performance. But the best thing about moving to DaaS is the operational and economic impact it will have on your business. Customers who have switched to Documentum Cloud have reported operational cost savings of 20% – 40%. And no longer do you need to worry about budgeting money and resources for upgrades – with DaaS – that’s all handled by us. DaaS frees up your IT resources for adapting Documentum to the needs of your business instead of keeping your system up and running. And yes the data is secure – I won’t give you the 20 page version, but DaaS is SSAE 16 compliant and physical security in our data centers includes 24-hour manned security, dedicated concrete-walled data center rooms, equipment in access-controlled steels cages, and video surveillance. ¹”TechRadar™: Software-As-A-Service, Q3 2016”, Forrester Research, Inc., July 13, 2016

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It’s not About the Technology; It’s About the Strategy

Technology

No matter what the industry, any company that deals with customers has reached a critical point in the evolution of their organization. Transformation to a new way of doing business is happening faster than ever before. Those who have denied or failed to prepare for this evolution are left behind, scrambling to catch up or keep up. In the ever-evolving digital age, I don’t see a single industry free of the disruption risk. It’s a risk borne not so much out of the business models of companies such as Uber, but rather in the industry invading strategy being skillfully executed by one of the digital world’s leading players. I’ve personally grown a bit tired with the example of Uber and the taxi industry. In my opinion, the most relevant current illustration of digital transformation is the ubiquitous Amazon. Not only because Amazon was born, by the measure of the business technology timeline, ages ago (1994 to be exact), but primarily because of the company’s ability to regularly and consistently reach in and disrupt a vast range of industries. Amazon, as we all know, started with Books, then CDs and DVDs. Later, they added software, furniture, jewelry and almost everything you could think to buy to their offering. Recently, they’ve started competing in the food supermarket space with an online grocery delivery option. However, who would have thought that Amazon was going to be a star during this year’s Cannes festival presenting 5 movies? This might not come as a surprise for those who closely follow this medium and know  Amazon recently acquired the rights to stream big budget drama “Manchester by the Sea,” outbidding industry giants as Universal, Sony and Fox in an auction early this year. These companies can now be numbered among the many across industries that Amazon has surprised. Let’s look at the example of my friend who owns and operates a city tour company that focuses on visiting historical buildings and locations around Spain. His is unlike the tourist bus tours you can find in almost every city, but a more personalized experience, spending a full day with a group of 40-50 people. We were discussing the impact of disruption in every market and he told me, “We will not suffer any impact in the next 20 years…we do something different.” This answer has become all too typical, with businesses in denial about transition in their industry because “We are unique and these are my customers.” As it turns out, two days later I found an interesting article that gained my attention “Airbnb begins testing City Hosts program to give guests guided one-of-a-kind experiences.” Of course, I immediately shared the link with my friend and received a one word response: “Interesting.” I’m sure he now may be beginning to feel now his business could be in danger. With Airbnb running their beta programs in San Francisco, London, Los Angeles, Paris and Tokyo, it’s only a matter of time before Madrid will be added to that list. For my friend, the time to react is now. Sure enough, this week he called to ask me which technology he should use to transform his business. My answer to him was as follows: Technology is not the solution; it’s only the enabler. You see, during the last 15 years, I‘ve seen many customers use the same Documentum technology and get completely different results based on one key factor: strategy. Further, I’ve witnessed the same company follow a renewed strategy using Documentum technology on-premises and in the cloud, thanks to our “Documentum as a Service” offering, and achieve vastly enhanced results and benefits, something I will talk about in future posts. So in the end, or perhaps more accurately, at the beginning, it is primarily about strategy. For my friend, strategy centers on understanding who his digital customers are, where he can engage with them and how he can develop a different type of relationship to provide a great experience. Once he understands this, we will discuss the technology can support his new strategy. Do you know companies who are focusing on the technology and forget about the strategy?  Where is your business on the transformation journey?

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Sharing Experiences in the Energy Industry

Energy industry

Over the past couple of months, we have had some great opportunities to bring customers together and share experiences. Talking with customers, hearing about their challenges, and working to better understand the value that our solutions and technologies deliver is one of the best parts of my job, but providing a forum for customers to talk to one another is a completely different experience. It Started in Vegas No, this isn’t another sequel to The Hangover. Our few months of watching customers interact with one another started at Momentum 2016. While there was plenty of discussion throughout the entire week, the highlight was on Monday, when we kicked off our Energy & Engineering track with an industry panel discussion. This year’s industry panel featured several customers and partners, as well as a few industry veterans. While we started off with some planned discussion topics around digital transformation, the conversation quickly moved to being driven by the customers in attendance, both on the panel and in the audience. The customers discussed how they are managing to keep their businesses profitable in today’s economy, how Operational Excellence programs are more important today than ever to reduce costs and maximize efficiencies, and the role of IT enabling their businesses to succeed. Let’s Meet in Houston Last month, we reinstituted an event that used to be a regular tradition with Documentum customers in Houston, the Momentum User Group meeting. With an agenda driven by – you guessed it – customers, we met for an entire morning last month to give our customers a chance to learn, share, and ask questions. In addition to a couple of customer-led presentations, sharing their information management strategies and initiatives, we again featured a customer and partner industry panel to discuss many of the same topics that we covered in Las Vegas. Like Momentum, the conversation quickly became driven by our customers, with familiar topics like digital transformation, cloud initiatives, and operational excellence dominating the discussion. The feedback we received from our customers at this event was excellent! In fact, a few folks mentioned that it would be nice to extend the meeting by another hour or two for even more interaction and networking. We will be helping our customers “continue the conversation” by working with them to schedule future events for this community. This meeting was a great start! It’s a Global Economy, so Virtual Meet-ups Were Next The reality is that not all customers are able to join us in Las Vegas or in Houston, so we kicked off a series of virtual roundtables last month as well. During these sessions we met up, Google Hangout-style with a select number of customers. The format worked, enabling customers to both share and listen to others experiencing the same challenges. A special shout-out to these customers, as they were extremely open and provided great detail about their operational excellence initiatives. Helping customers share experiences and best practices remains an important part of our role as a solution and technology provider. Our industry solutions represent this collaboration, but I really appreciate the interaction, the shared experiences, and the new learnings directly. And no, we’re not done with these initiatives. Momentum Barcelona is October 31st – November 3rd There are several Customer.NEXT events scheduled in the U.S. throughout October (for those in the Oil & Gas industry, please plan to join us in Austin, Texas). For those that weren’t able to join us in person, let’s continue the conversation here (leave a comment).

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3 Misperceptions About Content Management and FinTech

FinTech

One particular section of my Momentum presentation seems to have deeply resonated with the audience – how our perceptions can hold back progress. In many institutions and enterprises, I have noticed a way of thinking that, unless swiftly altered, might bring down the greatest of brands or the largest of banks. Much of it centers around the FinTech phenomena, but it is also intertwined with recent trends toward evolving IT to become more business-centric.Here are three misconceptions of digital transformation that I encounter across the banking sector, and how one might think differently to carve out a lucrative future: 1 – It is just a new tech revolution For any technology to be successful, it needs to begin with addressing business requirements. Digital transformation may involve technologies to implement upon a strategy, but first it is about creating new business models. This means adapting to new or different needs of your customers – especially customer segments you expect to increase in volume or revenue percentage. (As I noted in my presentation, Millennials are key to future growth). Start to identify new business opportunities by breaking down your value chain and creating greater customer pools and engagements. Only after that is clear, begin finding innovative and/or reliable technologies to implement your plan. 2 – It’s just a new way to introduce mobile channels to existing platforms — in other words, just a new way to do old things! Certainly mobile users are important, and the ability to serve functionality through devices is a new baseline (“mobile first”). But this misses the bigger opportunity mentioned in the first misperception above — that transformation is about you finding new ways to do new things. In today’s app-centric, fast-moving, time-sensitive world, customers evaluate you against their latest experience. This may not be another bank providing a mortgage approval in two weeks. It may, in fact, be an Alibaba or PayPal offering lines of credit at the touch of a button. They may have powerful capabilities to offer these services because they already eliminated customer charges and banking branch costs when they crafted their business model to begin with. Mobile functionality is important, but again, only after you understand customer segments and your role in the value chain. 3 – It’s a threat against our core business and we need to protect against it As with any market disruptive activity, the effects are not all negative or all positive. Yes, customer-centric FinTech start-ups can quickly tear down your revenue streams. But simply defending against such competitors can miss your grand opportunity to reinvent your business for the better. Specifically, digital transformation can open up new cost efficiencies. As you reposition yourself in your customer’s value chain, consider how to implement: Automated processes to expedite customer services while reducing staffing and overhead costs (how about that mortgage approval process?) Third party service plug-ins or partnerships that negate the need to perform in house development and testing, while helping retain your most lucrative customers or deliver exciting innovations Infrastructure cost reduction, perhaps by moving some applications to a cloud model or decommissioning legacy apps and migrating data to regulatory-compliant systems Looking at digital transformation as a way to catalyze your content management efforts is a step in the right direction. It is precisely this movement to the digital transformation wave that offers an opportunity to change your relationship with customers and the technologies that solidify that relationship.

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Digital Transformation in Training and Change Management

training

As software moves to the cloud, as technology accelerates the pace of change yet again, as new solutions to old problems are implemented, there is still one critical factor that has changed very little, and because of this can disappear into the background … the user. Humans, despite cultural tags like millennials or baby boomers, are surprisingly similar. We like those tags for noting cultural differences, but the humans along with those tags continue to prove, research study after research study, to share a lot of similarities. With software in the cloud, complexity is being moved out of the data centers and out of the customer’s business, but it is having an increasing impact on the user community. In the older on-premises software model, it was possible for end-user training and change management to slowly evolve over time. Internal knowledge resources would be developed, circulated, and continuously improved. But modern on-premises and cloud-based models do not allow for this slow evolution, distribution, and passing of knowledge. Even with on-premise solutions, the complexity of the software and the security threats inherent in the modern internet require a nearly constant stream of updates. The major difference between modern on-premise and cloud-based software is whose technical team is applying the updates, not whether or not the updates are being done. All of this creates uncertainty in the end-user communities. The enterprise applications that they depend upon to do their jobs are often changing right out from under them. This requires a dramatic rethinking of training and change management. We are facing the same challenges in Education Services. One major consideration is the need to evolve from a training as an event to training as a process mindset. A critical component to any learning is repetition. In the slower models, repetition was built into the very work that users did on a daily basis. They didn’t really consider repeating training, because by the time the next upgrade was due, the system would be dramatically different. It simply isn’t so. Training is no longer the component that could be pulled from the plan without significant risk. Training is becoming a cost of doing business. It is good to remember the meme, “CFO: What happens if we train people and they leave? CEO: Yeah, but what happens if we don’t train people and they stay?” Do you engage in regular training, or encourage your team to continuously add to their skill sets? Share comments below.

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Better Together: LEAP Apps Working With Existing ECD Systems

LEAP

No-one who attended EMC World and saw the keynote presentation (including the very compelling live demo of the new LEAP applications), or had a chance to review some of the recordings could fail to be impressed by the intuitive user experiences on display. LEAP applications, tailored to specific activities, enable users to be so much more productive than wide-ranging, generic applications that offer too many capabilities and only make tasks more complex. All of the LEAP applications – whether it is the document exchange and workflow of COURIER; the intelligent image capture of SNAP; the seamless task approval of EXPRESS; or the rich collaboration of CONCERT – represent a change to a user-focused experience by using technology, rather than putting technology first. But how can the modern organization– with several years of IT development in many directions and a broad mix of technology – start to make the transition to leveraging the opportunities presented by products like LEAP? The transition to cloud and Software as a service (SaaS) will be an evolution, not a revolution. IT security experts have reservations about the cloud that may only be assuaged with experience. And, many software systems are sticky and will take an effort to dislodge from their position at the heart of many organizations. The first step to experiencing what can be achieved in the cloud is to use the LEAP applications in conjunction with existing ECD systems – they are BETTER TOGETHER. COURIER provides excellent, easy-to-use, capabilities for document exchange with an outstanding user experience. COURIER is also providing APIs to enable the system to be integrated with existing ECD content management systems, either on-premises or in the cloud. For example: triggering a document exchange based on the creation of a loan application in the organization’s loan management system, or archiving documents exchanged for the process into an archive system for future reference. As these APIs are expanded and extended, integrators will be able to access all of the rich features of COURIER, for example, initiating an exchange with documents from inside the enterprise, or recording comments from reviewers in an audit trail. SNAP already provides standardized FTP and CMIS interfaces for release of content into a content management system located on-premises, or in the cloud. These standards provide basic data interchange capability, and will be enhanced down the line with an API that will expose more functionality –for example to trigger workflows when files are uploaded, or to provide rich support for indexing in SNAP itself. Already integrated with Documentum D2, EXPRESS provides not only review and approval from anywhere via mobile device, but also: Document browsing, searching, favorites, and some offline capability for the organization’s content management system. In the future, EXPRESS will be able to interact with existing ECD systems, making it even more relevant for our customers. The capabilities of CONCERT will provide customers the most value once they can be integrated with the organization’s content management systems. APIs will enable the collaboration to be backed up by secure archiving, audit trail history and robust access control. While the LEAP apps give customers many benefits of cloud architecture without the need for migration, in Fall 2016, we intend to open up the LEAP platform, the rock on which LEAP applications are built, by providing APIs to directly access platform services. I expect to see an explosion of development where partners, and customers alike seek to leverage the cloud in a more open paradigm to build business solutions with rich user experiences. At this point, we will also see a demand for migration to the cloud, with data leaving on-premise systems and moving full-time into the cloud environment. Our dedicated Migration and LEAP Practices can help you make your applications work better together.

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Laying a Strong Foundation for Major Capital Projects

Capital Projects

Major capital projects, like factories, oil rigs, dams, and energy plants, are complex endeavors that typically span years, even decades. Because these assets require enormous investment over long periods of time, companies in industries such as Oil & Gas, or Utilities need tools to help them accurately plan and manage capital projects. Digital technology has revolutionized the construction, maintenance, and ultimately the decommissioning of a major asset. Digital tools enable hundreds of people to collaborate fluidly, while working thousands of miles apart. Today, ECM and other systems are used to manage millions of documents related to any major asset, from architectural renderings and 3D computer-generated models to budget spreadsheets and maintenance manuals. Digital asset management allows those responsible for a capital project to more effectively use asset information, data, and analytics to predict asset performance, identify changing conditions, and evaluate investment options. It does make you wonder how these projects – and all the information associated with them – were managed in the days before computers sat on every desk. Of course, modern facilities are so much more complex than in the past, and many of today’s capital projects are only possible because of software from us and partners like AVEVA. Rebecca Ward, Vice President, Strategic Partners at AVEVA (LSE: AVV), gave s a few minutes recently to help us understand how Connected Decision Making—a bi-directional integration of the AVEVA NET information management solution with Energy & Engineering solutions—assists project teams in the day-to-day management of major capital projects. The OpenText ECD and AVEVA integrated solution provides cross-organizational teams with secure access to engineering data, architectural drawings, and other trusted project documents. This means owners, operators, and facility managers can collaborate much more easily with contractors, subcontractors, and suppliers during capital project execution and asset operation. “The problem we set out to solve with Connected Decision Making,” says Rebecca, “is how to tie together documents stored in Documentum with engineering information stored in other systems (that each have unique life document life cycles) and present it all as a single source of truth.” 3D models, for example, are created using specific applications and are typically stored not as documents in the traditional sense, but as proprietary data. The fact that different types of information are stored in different systems and formats makes it difficult to link and manage it. As a result, members of a project execution or asset operation team may not have access to related project information, or they may not be able to view certain types of information, such as piping and instrumentation diagrams (P&IDs) or engineering specs. And that can reduce efficiency and hinder collaboration. AVEVA Connected Decision Making makes it easier for extended teams across departments and even across organizations to collaborate on content. By and large, AVEVA serves companies in energy and natural resources; the UK-based company has a strong focus on oil & gas. However, its solutions like Connected Decision Making could apply equally well to other situations where collaboration is critical and where content is often the common denominator between different groups working together. “We were very excited about achieving certified solution status,” says Rebecca, “because we know it will open doors to a broader audience and we can help meet more customer needs.”

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In Energy, it’s Time to Transform Digitally

transform

Several weeks ago, we explored three key ways that Energy companies are able to take advantage of technologies to transform themselves digitally. For this blog we’ll explore one of these areas in more detail. Digital Asset Management enables organizations to more effectively use asset information, data, and analytics to predict asset performance, identify changing conditions, and evaluate investment options. By creating a complete, 360 view of all asset information, an organization can better understand how an asset is performing, gain more detailed insight into increase its efficiency through predictive maintenance, and ensure more accurate operations and maintenance of the asset. But why now? What is happening today that is driving organizations to invest in better ways of managing asset information? Let’s look more closely at three key drivers: Holding on to Knowledge The reality today is that workforce disruptions are draining organizations of key subject matter experts. In the oil and gas industry, the lower price of oil is driving many organizations to reduce their workforces but across the energy industry, experienced workers are approaching – or surpassing – their retirement. With this expertise leaving your organization, it’s more critical than ever to make sure that you aren’t reliable on individuals to operate your plant. By creating a single source for all of your asset information, your teams will rely upon these reliable systems rather than “the old guy” to get as-built specs and engineering drawings or to understand the latest procedures. This allows you to not only insure that your information survives the next retirement announcement but also improve reliability in the process. Timing is Everything Because of today’s lower oil prices, most oil and gas companies are reducing capital investment. This actually gives many of these companies the opportunity to take a breath and invest in improving their operational efficiencies. In fact, we see a large number of organizations across the energy industries investing in Operational Excellence programs. While the benefits of operational excellence are very well understood, the reality is that when profits are high and opportunity is abundant, organizations quite understandably focus on taking advantage of these opportunities. As long as operational inefficiencies don’t impact the bottom line, there just isn’t the time or bandwidth to invest in improving productivity. But as profit margins narrow and investment slows down, priorities can finally shift to running the business better and focusing on digital transformation. Transform the Bottom Line In the energy industry, shrinking margins driven by competition and new sources of energy are forcing an increased focus on improving operational efficiency. While loose operational procedures may still result in profitability when market conditions are good, today’s lower prices and increased competition mean that absorbing sloppy maintenance and dealing with unplanned downtimes is simply not sustainable. To maintain profitability in these market conditions, organizations must look more closely at their operating costs and at a minimum, focus on driving results in two areas: Improving accuracy and timeliness of operational and maintenance procedures to improve plant productivity and reduce unplanned downtime Ensuring consistent plant operations to safeguard against safety incidents and compliance violations We will continue this discussion in the coming weeks, looking at steps that energy companies can take to transform themselves digitally and improve their operational excellence in the process. Where are you at with your digital transformation journey? Let’s discuss it here.

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Enterprise World 2016 – Learn How to Improve Process Productivity with Extended ECM Platform

Enterprise Content Management

Enterprise Content Management (ECM) was supposed to be a single solution to all of the myriad business problems. It would let the business owners dictate where and how all data would be stored and structured, apply user rights and retention policies, and most importantly, control what happened to that data over its lifetime. But we all know how that story ended. Users felt constrained by all of the new rules that got in the way of their ability to do their job and were baffled by the complex metadata and classification requirements. Sharing information with external resources (gasp!) became a monumental challenge. And most of all, they resented having to do the real work of their job—be it sales, HR, engineering, or virtually anything else—in one application, then switch to the ECM system to (attempt to) file and find documents related to their business processes. So those very employees that were hired to be self-motivated problem solvers and critical thinkers did what they were hired to do—they found alternative solutions so they could do their job more efficiently. Custom add-on applications were built to handle common processes, while whole industries evolved for things like enterprise resource management (ERP) and engineering document management (EDM). Users switched between different applications to perform different aspects of their job, often to complete steps in the same process. The result? An inconsistently used ECM system and unstructured data that is spread across various (largely uncontrolled) silos with no control and poor personal and process productivity. So what if you took the heart of what ECM represents to your business—the backbone for your unstructured information—and integrated it with the leading application where the work actually gets done? You get Extended ECM and an engine for Digital Transformation.   With Release 16 OpenText launched the Extended ECM Platform, which offers unprecedented integration of Content Suite Platform to ANY  other system. OpenText offers out-of-the-box solutions for many leading business applications like SAP® ERP, Oracle® E-Business Suite, and Microsoft® SharePoint®, but Extended ECM Platform allows organizations to connect their ECM system to as many leading applications as they need, even if no pre-packaged offering is available. With Extended ECM, users get to work in the application they know and prefer, while getting effortless access to the right unstructured information. Metadata is automatically applied from the business object, turning unstructured information into structured. No searching, no switching, and no workarounds. Users are more efficient, processes more streamlined, and the holy grail of “a single source of the truth” is achieved. Best of all, it allows organizations to start with one process at a time and to leverage existing ECM efforts. Extended ECM Platform uses a template mechanism to join business processes with information and documents, so you don’t need to start from scratch. It really is time to rethink ECM and achieve a better way to work. OpenText™ Extended ECM Platform will get you there. And best of all, you can come see it in person at Enterprise World in Nashville, Tennessee on July 11 – 14. Join me at these key Extended ECM sessions: ECM-100 ECM Strategy and Product Direction: Re-thinking ECM for the Digital Enterprise ECM-301 How To: Extended ECM Platform Developer Workshop ECM-237 Putting the X in ECM – Extending ECM into Leading Business Applications Plus, the Content Theater in the Enterprise Expo has recurring demos of all the new Content Suite features, Q&A sessions, and the chance to chat with OpenText experts about anything and everything ECM related. Feel free to stop by anytime!

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On the Journey to the Cloud, Choice Matters!

Cloud

Whether your organization is a 25-person biotech startup or a billion-dollar global pharmaceutical company, you face the same critical challenges that impact your business every day: reducing risk, speeding time to market and ensuring compliance. For smaller organizations, it’s a challenge because IT systems designed to help in these areas have traditionally been out of reach – either due to high investment costs, resource requirements or a combination of both. Unfortunately, the lack of content management systems to support these critical processes can lead to insufficient control of documentation and time-consuming, manual processes that result in errors, delays and increased risk of non-compliance. For larger organizations, it’s still a challenge but for different reasons. Many companies have customized content management systems in place. While custom-tailored solutions certainly met the organization’s needs at one time, they usually hinder the kind of agility that companies need today. Alternatively, some organizations have a mix-and-match infrastructure of departmental solutions – once best of breed, but now outdated. The ability to harmonize and share data across these systems to unify key business processes and drive efficiency is a very tall order. Yet others maintain multiple and often duplicate systems resulting from mergers and acquisitions. Regardless of what the infrastructure footprint looks like, the cost to maintain these systems often takes a big bite out of limited IT budgets. At the intersection where some companies need to get up and running quickly, with minimal IT resources at a lower cost while others need to improve agility, and reduce maintenance costs while (often) preserving existing investments, we have cloud technology. Typically, the word “cloud” brings up all sorts of different definitions.  And that’s okay. Cloud technology is not a “one size fits all” paradigm. At least it shouldn’t be. Today, Life Sciences companies of all sizes are looking to maximize their resources and budgets in a way that enables innovation, seamless business processes and quick responses to changing business needs. At the same time, they need to meet their security, privacy and control requirements at an affordable price. Because of this, different companies will have different needs. The priorities for a smaller company may be to leverage a hosted solution reflecting industry best practices to get up and running quickly, with minimal IT overhead and an all-in-one subscription-based price. A larger organization may prefer to leverage both public and private cloud solutions in various parts of the business. Others may prefer a managed service to help offload management of their existing on-premise systems yet preserve their current investments. The main point is that each company has its own unique IT landscape in place, and each company is unique in its resource availability, risk tolerance and overall objectives. This is why the Documentum for Life Sciences solution suite gives you choices. Need a hosted cloud solution that your partners can access from almost anywhere? We’ve got that. Need external accessibility in the sales and marketing area but prefer to keep your R&D information in a private cloud? We’ve got that. Trust your Documentum system, but want someone else to deal with the upgrades, patches and migrations? Done! Today’s environment calls for choice. Choice is what will allow organizations to successfully make the journey from where they are today to where they want to be tomorrow in the most efficient, simplest and cost-effective way. The right choice for one won’t be the right choice for all. Whether your organization is looking for its first content management solution to get that first submission out the door, to position your company for expansion and growth, or to deliver next-generation solutions while preserving (or even streamlining) your current content management footprint, we’ve got you covered. And we’re here to help.

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How Mobile Phones are Eliminating the Need for Scanners

Mobile Capture

Has this happened to you? My son forgets a workbook at school and we have to find a classmate to get the exercises for homework. The other parent (or child) quickly snaps a full-page photo of the pages and sends it in a text message. Before this would have been a tedious process of going to the scanner, scanning and copying the image, maybe resizing and  cropping, then emailing it over. How are mobile devices becoming the new scanners? Mostly because the camera quality and sensor resolution is high enough to provide legible full page photos of documents. High-end smartphones now have 16 Mega-pixel cameras that can rival the resolution of scanners. The other factor is that the camera on the phone is fully connected to the Internet. This reduces the number of steps required to transfer an image in real time. Of course there are many more practical applications in addition to helping with homework assignments. A few use cases: Banks are all racing to lower costs. Banks also still require a fair number of documents to open accounts and process new loans. Typically these documents have been scanned or copied in branches, however with mobile phones customers can now take photos on their camera and upload them through their banking applications. The Captiva Mobile SDK allows customers to take high quality photos that are optimized for mobile networks, while the powerful Captiva classification and extraction engine can automatically identify documents and extract data from individual fields. This innovative approach results in increased customer satisfaction and reduces the cost of financial products. Within the Insurance industry, many documents are required to initiate a policy. In addition, when a claim is made, there can be many images and videos that are part of the electronic claim folder. Within the legal industry, which include Investigations and court case management: electronic evidence is frequently being recorded on mobile phones. These devices can be optimised with the Captiva mobile SDK to take legally admissible photos and again, can easily eliminate the need for scanners. Again, mobile phones combined with sophisticated software solutions can create electronic documents that are as good as, or better than, typical scanned documents. Whether simplifying the process of sharing homework assignments or enabling organizations to easily capture and process documents without the use of scanners – it is now harder to say: “The dog ate my homework”.

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Embrace the Digital Economy with Open Arms

digital economy

Have we all become so impatient? In a world where increasing information and services are available at your fingertips or, in some cases, at the command of your voice, it’s no wonder that we have come to expect all of our interactions and transactions to be simple and instantaneous, or nearly so. The problem is, even with the many disruptors challenging old business models, more established businesses and industries have a lot to overcome to make their services as real-time responsive as we now expect. What are some of the issues holding back your customers from fully embracing the digital economy? This is where an open platform helps. An open platform is one where interoperability and integration are primary goals. In short, APIs and open standards, like exportable ODBC or XML, are published so that others can easily build on top of or extend the platform. ECD is dedicated to supporting open platforms. For Captiva, this means partners and resellers can build solutions on top of the document capture platform that are specific to an industry or business challenge. By developing an open capture platform, Captiva provides organizations with the technology to support their digital transformation. For one major mortgage provider, this was a game-changer. On average, the processing time for new mortgages was more than two hours per application packet. In addition, they were unable to quickly prioritize a loan with an impending deadline without making the process even longer for the other loans. Who can afford to wait? A loan packet can contain more than 250 separate documents with processing time requiring  at least two hours. When the lender is experiencing high volumes, time becomes a greater factor. By implementing Captiva, this mortgage provider was able to more easily manage all of the incoming documents for each loan and easily put high-priority loans at the front of the line. A partner solution was recently integrated into the workflow to handle the mortgage specific forms and further automate processing. The results  The mortgage company was able to reduce the time to process a loan to 20 minutes, with extremely high accuracy and very little disruption to the company’s existing workflow. The organization  is now able to keep pace with the evolving expectations of its customers, responding in minutes instead of hours to the most complex loan applications. What are some of the potential solutions you can envision to extend the capabilities of Captiva? Speed and customer satisfaction are key technology drivers but equally important is the need to provide quality data and capture information from any device. We are doing more things on our mobile phones than ever before. In fact, one of the world’s largest financial services organizations and 401K providers was able to implement Captiva with extensions to, among other things, provide mobile capture services and apps to its offerings. Now this organization can be where its customers are – right where we expect them to be. Again, Captiva’s open platform fulfills the vision by providing the capture extensions to enhance customer experience, as in the case of mobile. In addition, Captiva delivers the quality of data that organizations need to drive their business systems in real time.

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Close Collaboration: An Essential Ingredient in Life Sciences

Collaboration

I think most of us would agree that it’s great to be part of a team that collaborates and genuinely gets along. But collaboration is not only good for morale; it is good for business. Research by McKinsey indicates that companies with better collaboration capabilities achieve superior financial performance. But the truth is that making collaboration across functions a reality is a challenge. From a Life Sciences perspective, how do companies share information, ensure accuracy, work with regulators and expedite handoffs—that is, collaborate—to achieve the ultimate goal of getting a drug to market efficiently? This complex process involves so many people, in so many areas of the business and with so many partners—how can collaboration be facilitated and sustained? One angle to consider is the role that content plays in driving collaboration. After all, content is associated with the drug starting at discovery and stays with it throughout its lifecycle. This goal, enabling collaboration on content, is at the very heart of the Documentum for Life Sciences solution suite. Let’s take a look at how this collaboration happens by taking a simple, high-level, but illustrative “day in the life” view of the end-to-end process to see who does what and how. Maybe you’ll walk away with a new perspective and some ideas on how collaboration can help drive efficiency and streamline content development across your organization. “Day One” — Clinical With every new discovery comes documentation (i.e. content.) From inception, life sciences companies are documenting their discoveries and filing investigative new drug (IND) applications for permission to conduct clinical trials. During clinical trials, there are strict requirements for many types of documentation—from the curriculum vitae of the doctors involved to the trial protocol and informed consent form, to name just a few. Literally hundreds of documents are involved, many contained in the Trial Master File. The beauty of Documentum Electronic Trial Master File (Documentum eTMF) is the ability to help sponsors and Investigators share and collaborate on critical clinical content. Using the investigator portal in the eTMF solution, these documents when submitted are automatically posted in the right place within the TMF for fast and easy access. Leveraging standard reference models, Documentum eTMF facilitates collaboration and management with accurate, consistent and complete documentation. Equally important, Documentum eTMF makes it easy to collect, share and provide access to trial documentation between sponsors, clinical research organizations (CROs) and sites. By integrating compliance and security models and enabling controlled access, it facilitates safe information sharing across the extended enterprise and ensures that people see only what’s relevant to them. Additionally, the ability to collaborate electronically reduces the time required for the review, update and finalization of content. “Day 2” — Research and Development Now let’s move to the research and development (R&D) phase. I should note that typically, a number of cross-over documents contained in the Trial Master File must also be available to Regulatory staff compiling the submission. In short, Documentum for Life Sciences solutions enable seamless sharing of these documents from one functional area to the other—a single source of the truth, eliminating version control and traceability issues. It’s within R&D where collaboration is perhaps most critical: using collaborative authoring to expedite the review and approval process. Documentum Research and Development (Documentum R&D) encompasses workflow-driven collaborative authoring tools for simultaneous editing. Multiple contributors can edit and annotate a document simultaneously—and the system automatically merges the changes. The primary author has access to a single copy of a document with all participants’ input, and then can review, accept or reject edits as appropriate. Further, the solution enables seamless information sharing and bidirectional communications between the sponsor’s headquarters and local affiliates. With a single authoritative source, sponsors have confidence in the accuracy of the data submitted to health authorities. Affiliates, in turn, have access to approved information, with the flexibility to adapt content to meet local requirements as needed. “Day 3” — Quality and Manufacturing Finally, once the application is approved, all documentation must be shared with quality and manufacturing, where a new set of compliance requirements come into play. Many types of documents originate in the R&D realm, but must be transferred to commercial production as scale-up and knowledge transfer activities are initiated. Documentum Quality and Manufacturing (Documentum Q&M) enables that seamless transfer of content and provides traceability between the original content and new, GMP as well as GxP – compliant quality documentation. Furthermore, proactive notifications between both Regulatory and Quality stakeholders ensure that any change to a quality /manufacturing document can be quickly assessed for the potential regulatory impact. Finally, Documentum Q&M supports “to be read and understood” tracking and reporting for instances where documents such as a batch record or manufacturing SOP require pre-processing/training before execution, and automatic distribution of key documents such as standard operating procedures to team members as required further ensuring communication and collaboration. I hope this “day-in-a-life” glimpse has provided some insight into how a focus on content can be an enabler to help drive collaboration and communication and boost efficiency in key business processes. Hundreds of documents, countless people working together across multiple boundaries over thousands of days: that’s why content collaboration as well as integrated communication is an essential element of the drug development lifecycle. By breaking down functional silos, enabling content collaboration between key stakeholders, and fostering clear and ongoing communication between them, productivity and performance can be improved.

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Playing With Fire to Avoid Getting Burned

FinTech

It takes seconds for a fire to spread. In the financial sector, the match is already lit. FinTech, or technology that is impacting the financial services industry, is rapidly disrupting banking incumbents and lender companies that have been in business for decades. Goldman Sachs estimates that 7% of banks’ annual profit could be consumed within 5 years from fintech startups and non-banks (Source: O’Reilly). While conventional wisdom advises that playing with fire gets one burned, the opposite is true for financial firms – companies that are unable to leverage technical innovations are the ones left with business ashes. Over $64 billion is already getting invested in FinTech, according to VentureSource in the Wall Street Journal, so it’s likely you’re already behind in backing new technical ideas. Whether you’re in the financial services industry or not, however, there are a few steps you can take to fend off competition and move closer to the age of the consumer. My thoughts are clearly biased toward our Enterprise Content Division perspective, that content management is essential to your digital transformation. This is intentional. As IDC points out, “what’s often overlooked is the role that enterprise content management and collaboration systems play in bringing the digital platform together.” Here are three ways to find your own fintech initiatives: 1 – Find Operational Efficiencies Which parts of your business are most expensive to run, and can content management innovations create costs efficiencies in those areas? We have seen a trend among banks in developing more cost-effective banking branches, for example, that use self-serve kiosks and touch-screen processes to lower overhead. One approach is to consider if content capture at your front end can avoid a lengthy, human-intensive process at the back end. Perhaps passport identification, proof of address mail, or other requirement documentation for loans or mortgages can be captured at mobile or lightweight branch points. This eliminates the need to collect documents, store them physically, and pay for space to retain them. After content is captured, archiving solutions can ensure proper compliance procedures are followed. 2 – Discover Insights Once you consolidate content into a unified platform or solution that allows access to legacy data and current data, you open up new possibilities for discovering competitive advantage. Bank strategists at headquarters can readily review content from global locations. Why is one location completing high-value loans much faster than another? Can your actuaries find patterns or data that impact your pricing or offerings? Migrating your content to a single repository can help eliminate legacy applications that are costly to maintain and manage. Yet more strategically, the unified content is easier to access by approved reviewers and the brightest minds in your company, to glean key insights. 3 – Delight Customers As you may have read from our mobility practice colleagues, all it takes is removing one painful experience for customers to fall in love again. What extra efforts do your customers go through just to interact with your bank? Consider developing one single-function application tied to your Documentation implementation. Maybe it’s insurance claim data collection in the field, allowing for iPhone photo sends and video from your customers. Or perhaps it’s telling your high-wealth traveling customers where the closest ATMs are located for them at that moment, via text. With one click, perhaps they preorder cash there and swing by briefly just to insert a card. Collaboration to Drive Innovation This same trend in identifying customer delight opportunities is driving technology accelerators (structured financing and piloting initiatives to support innovations) in fintech. The Bank of England, for example, is encouraging FinTech firms to come forward with their ideas and do a proof of concept with the Bank. Initially, this serves as a FinTech accelerator to harness innovation for central banking. If successful, these firms have the all-important first client reference as a base. Over time, they can build a network of solutions that cover some of the major areas in banking. In the bigger picture, this approach is very important from a collaboration perspective, as it shows the confidence and thinking from major institutions — FinTech is the future, and thus a “fintech-first methodology” has to be adopted. Content management may not solve all of the necessary digital financial services equations today, better outcomes do occur if you define customer journeys and map what content can simplify or expedite these journeys. Technical innovations, from content capture, archiving, accessing and more, can help you compete in the emerging fintech-heavy environment and extinguish competing start-up flames. The only part of your business that will be on fire is revenues, as customers delight in working with you, and top talent can’t wait to work for you.

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The Cloud: Bigger and Better at Enterprise World

Cloud Enterprise_World

If your business is already operating applications in the cloud or is considering adopting cloud for EIM applications, you will find many opportunities at Enterprise World to advance your plans. The Cloud is everywhere at Enterprise World this year! If you would like to better understand our cloud strategy and meet with the leaders that manage all parts of our cloud, join us at: CLD-100 OT Cloud: Strategy, Offerings, and Talk with the Experts on Wednesday morning. This panel session will offer you the opportunity to learn more about all aspects of our cloud operation and to ask questions. Directly after this session we will head to the Elite Lounge where you will be able to enjoy a coffee and talk with the cloud experts one-to-one. For those that want to dive deeper, there are several sessions that are aimed at helping you with the details of working in the cloud: CLD-200 Enterprise Managed Services in the OpenText Cloud provides a deep dive into the services that are provided when your applications are managed in the cloud. It will describe service levels, operational standards, security and compliance processes. CLD-201 Total Cost of Ownership Benefits in the Cloud provides guidance on how to evaluate your total cost of ownership on-premises and in the cloud and evaluate the possible savings for your organization. This session features a customer describing how they went about analyzing TCO for 2 systems on-premises and in the cloud. CLD-202 Embracing the Cloud in the Public Sector is a customer panel session where customers will share what they are doing and how they are advancing through the use of cloud applications. This interactive session will provide high value for all Public Sector and customer service focused organizations. ECM-223 Top Questions you need to ask when upgrading ECM to the Cloud will provide answers to some of the top questions when considering a move to the cloud as you upgrade to Release 16. You will leave this session with a clear understanding of the path to cloud success and have a chance to ask the experts about your particular situation. CEM-201 Strategies for a Successful DAM Implementation on a Cloud Platform shares practical advice on managing media in the cloud including architecture, metadata, ingestion of content and administration. Cloud is very popular for media management customers and this session will provide great practical advice. Do you want to have 1:1 practical advice for your own organization? Now is the chance to spend quality time with our Professional Services and Managed Services experts. Book a private session with our experts – go to the Professional Services area in the Expo Hall to request the time that works for you. If you don’t have time to fit full breakout sessions into your schedule, there are several Theatre sessions running in the Professional Services Expo Hall Theatre. Check the daily schedule for a 15 minute short session on:  TCO in the Cloud, Trends in Cloud Implementations, Upgrading to the OpenText Cloud and an overview of Managed Services in the Cloud. Networking: Meet with other customers who have experienced the cloud through all of the networking events and sessions. Meet with our executives and experts in booked meetings, in the Expo Hall, or after breakout sessions. We would love to speak with you in more depth. This is the best work week of the year for us as we get the opportunity to speak with you and learn together. Please take the time to talk with us, and with your peers and have a wonderful Enterprise World. See you there! To register or get more information visit our Enterprise World site

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Enterprise World 2016: How to Succeed with ECM

ECM

Having attended more iterations of Enterprise World than most, I know from personal experience that every edition of our flagship annual event is a world unto itself; every one has its own unique feel and personality. This year promises to be no different. For the first time I can recall, the OpenText community will be convening right on the heels of a major product release. Back in April, we launched Release 16, the most extensive product announcement in our history. That makes this Enterprise World something special; the perfect forum for customers, partners, and thought leaders to come together and experience a brand new, revolutionary product suite in person. You’ll have a front-row seat to discovering what it can do, how it all fits together, and what it all means to your organization. The focus at Enterprise World this year is squarely on learning: Learning how to maximize your existing infrastructure, learning what’s available to up your game, and learning which trends are going to impact your future. We’re turning the floor over to the product gurus, the solution experts, and the industry thought leaders to teach and educate. If you happened to read CEO Mark Barrenechea’s recent post, you’ll see some interesting numbers; this year we’re scheduling double the number of breakouts, and almost double the number of technical training sessions. From a Content Suite standpoint, that means: How To’s A wide variety of technically-focused “How To” and training sessions covering everything related to Content Suite and ECM, from maintaining to optimizing to upgrading. Honestly, there are so many topics covered, if you’re a practitioner or administrator, you just have to dive in and peruse through. Product Updates What’s new? A lot. And there’s an abundance of sessions devoted to the nuts and bolts that make up the advances in our new and existing solutions. These are the overviews where you’ll get clear, tangible insight on new features and functionality, new integration capabilities, and new use cases. Keynotes Always a strong point at Enterprise World and even more so this year. Again, it’s all about learning, so look for a first-rate assortment of OpenText and industry thought leaders to help you do your job better, increase your understanding of the rapidly evolving information management landscape, and the role our new solutions can play in maximizing your digital enterprise. Connecting My personal favorite activity at every Enterprise World! And we’re making sure there are even more settings to have the conversations that matter to you — answering your questions and expanding your horizons. From interactive customer panels featuring organizations tackling the same challenges and opportunities as you to hands-on demonstrations of Content Suite’s new features at the Content Theater, the experts are all here for you. Let’s talk. Nashville in July…School’s in Where will I be? Hopefully everywhere, but here’s the shortlist of ECM sessions I’m counting on to inspire both my left and right brains: ECM-100 ECM Strategy and Product Direction: Re-Thinking ECM for the Digital Enterprise ECM-201 Product Update: Smart UI – Content Suite User Interface ECM-301 How To: Extended ECM Platform Developer Workshop ECM-212 How To: Insights from the In-House Upgrade to Content Server 16 at OpenText Enterprise World 2016 is shaping up to be an epicenter in re-thinking ECM and its role in digital transformation. The next-gen solutions, the best practices, and the thought leadership will all be there. Now all we need is you. Take a few minutes to read about the new possibilities for ECM in the digital enterprise and plan on learning more—much more—in Nashville. See you there!

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