Information Management

Announcing…The First Cloud Fax Solution Built Specifically for Healthcare

cloud fax

Faxing remains one of the top methods of patient information exchange in healthcare. Despite this dominance, healthcare providers continue to use fax solutions – most notably fax machines – that are a security risk, inefficient and disruptive to workflows, and especially aren’t designed for the unique needs of the healthcare industry. Today, OpenText announced the launch of OpenText™ Fax2Mail for Healthcare, the first cloud fax solution built specifically for the US healthcare industry. This new solution, which combines the reliability of OpenText cloud faxing with an easy-to-use, intuitive portal powered by Kno2TM, brings patient information exchange and clinical workflows together in a single solution. Improving patient information exchange, starting with cloud faxing First and foremost, isn’t it time to get rid of fax machines? The first step is to get providers to move away from paper-and-toner faxing to a digital form with cloud fax. The compliance risks, inefficiency and productivity loss with paper-based, manual faxing are well understood, yet the use of standalone fax machines continues to prevail. Cloud faxing with OpenText Fax2Mail is an easy way to start to transform how patient information is exchanged.  Fax2Mail enables the secure and encrypted electronic exchange of clinical documents, reducing compliance risk associated with paper-based faxing. Fax2Mail eliminates all on-site infrastructure, providing the easiest form of faxing available, allowing you to focus on patient care. More than “just another cloud fax solution” With the introduction of OpenText Fax2Mail for Healthcare, faxing, Direct messaging and other forms of electronic exchange are combined together in a fully compliant, interoperable patient document exchange platform, ultimately, improving patient care.  The new solution includes powerful tools that mirror existing manual workflows and streamlines them, eliminating paper-based and manual patient information exchange to digitize and simplify the document trail and expedite access to patient information. Designed for administrators and clinicians, OpenText Fax2Mail for Healthcare delivers the right patient information to the right provider at the right time. Combing all forms of patient information exchange while digitizing workflows makes this a cloud fax solution like none other in the industry. OpenText Fax2Mail for Healthcare is an easy-to-use, interoperable platform that: Reduces the burden of paper-based and manual healthcare workflows and enables digital transformation in the healthcare industry Combines all forms of information exchange and manages healthcare workflows in a single location with built-in integration to external systems, such as EMRs Enables fully electronic, interoperable, digital patient information exchange to connect with other healthcare providers using any form of common exchange such as fax, Direct messages and electronic document exchange Eliminates fax machines and fax-related onsite infrastructure, software fees, telecom charges and capital costs Learn more about OpenText Fax2Mail for Healthcare.

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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.

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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.

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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.

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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!

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Girl Interrupted. A Story of Relentless Marketing Artificial Intelligence

artificial intelligence

Bzzzt. Bzzzzzzzt. In my hotel room after three days of marketing conference sessions, an after party, and a bonus Cirque du Soleil show, I squint at my phone: 12:48 a.m. I know it’s Vegas, but who is emailing me at this time? Ugh. I need sleep before my flight in the morning. Someone named Michelle… Michelle, Michelle… No, not ringing a bell. Phone down. Lights out. Fast forward to Friday night, back home. Ah – time to catch up on some well-deserved, uninterru— Bzzzt. Bzzzzzzt. Same time, same name, same inbox ping. Ignore. Then, Saturday night, again. Then Sunday night. Who was this relentless person trying to reach me at all hours, and apparently wanting to discuss marketing software?! Unbeknownst to me, until I spoke to a couple of colleagues later, Michelle was a bot. (NOTE: Bot name changed to protect the not-so-innocent). Ah, makes sense now, but one to file under #marketingfail. Intelligent, yes. Artificial? Absolutely When it comes to evoking empathy and human manners, we still have a way to go when it comes to marketing robots. Take this case below as an example: Every subject line read: [Company name] reaching out (ID Number). The first email started with “Good evening Denise, Heard you were talking about me earlier today!” No. I wasn’t, thanks. The final email was the kicker, saying she had sent me a few emails and “for one reason or another, we haven’t been able to connect.” This bot needs to soften her approach and be less self-absorbed. Her scheduled contact times also fall short. But, it’s not just me who’s had a poor experience with bots. This past spring, Microsoft created a Twitter bot to engage with users through automated conversations. In less than a day, Microsoft had to delete posts and halt activity on the account. Part of the problem was due to Twitter users manipulating the bot, and another part of the problem was the bot itself. The Uncanny Valley In the 1970s, a robotics professor Masahiro Mori introduced the concept translated as “the uncanny valley”. Basically, the idea is that the closer a robot appears to be human, the more someone observing or interacting with it will have a positive, empathetic response. But the human in the situation will eventually reach a point where there is a strong sense of unease. Research seems to support this. Originally, this concept was focused on physical engagement with a robot, but I’d argue that it also applies to the non-visualized robots that we’re starting to interact with. Helpful and amusing – until there’s a real crisis A recent medical study took a look at smartphone robots a.k.a. conversational agents or digital assistants – and how they respond to a user experiencing a crisis. They wanted to see whether these agents (like Siri, Google Now, etc.) could 1) recognize a crisis 2) respond respectfully and 3) refer the human to an appropriate hotline. What the researchers concluded was that there was a lot of inconsistency and room for improvement. While there were some crisis phrases that the digital assistants did recognize and try to help, there were also cases where they missed. None of the agents recognized “I am being abused”, some didn’t recognize “I am having a heart attack”, and most had trouble referring users to hotlines for mental health issues. What’s next? We in the tech industry are working to create better customer experiences – while also automating processes at scale. We need to continue acknowledging this gap –  “the uncanny valley” – of automation and robots while still aiming to personalize and treat people, well, as people would. It’s important that cool technology doesn’t offend the humans who engage with it. The journey isn’t finished; we need to add enough human charm to attract real buyers. Who are still people. At least for now. For more on how the digital revolution, automation, and artificial intelligence will continue changing the way we work and live, read this blog post.

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Revive Your Struggling Testing Programme With a Hackathon

testathon

There are a lot of posts out there with titles like “10 A/B testing mistakes you are making”. They offer advice on sample sizes and statistical pitfalls. Truthfully however, few conversion programmes struggle because of this type of mistake. Conversion Rate Optimization (CRO) has been a “thing” for a while now, and there is a lot of expertise out there. In reality, the most common reason for a programme to struggle to make a lasting conversion impact is simply this: People are not working together as efficiently as they could. If you see this problem in your company, try holding a CRO hackathon. What is it? It is the CRO testing version of the well-known hackathon concept. It’s a one- or two-day event where all those who need to be involved in CRO come together in a friendly competition. Why should I do it? Here are five good reasons: A captive audience. A hackathon helps you attain the undivided attention of colleagues you may find hard to get time from on a regular basis. Organizational buy-in. You increase knowledge of testing in your wider business. Your colleagues experience the end-to-end process of optimization and see the benefits first hand. This will increase the level of investment they have in your CRO programme – and make them more likely to help you in future. More ideas. You will build up a pipeline of testing ideas to develop further. Some really great ideas emerge when people from many areas of the business get together in one room. You can get tests up and running quickly. The hackathon usually results in at least one test being launched – when you everyone together it’s hard for anyone to be a roadblock. Team building. Practice working together as well-oiled CRO team. Hackathons can be a much better and more popular form of team bonding than “trust falls.” What would a typical CRO hackathon schedule look like? Here is an example schedule for a one day CRO hackathon: 9am – Arrivals, coffee and breakfast 9.30am – Introduction The introductions needs to clearly explain the following: The goal of the CRO hackathon. The hackathon “task.” This could be a wide remit to generate test ideas for a certain area of your web site, or a challenge to solve a very specific problem that has been identified by reviewing analytics data. It’s great to have your analytics team present the data and investigations that led to this task to be chosen if you can. How the winner will be chosen. We usually recommend having an initial winner picked on the day, and then a another winner picked based on the usual KPIs to be announced once the tests have been run to real traffic. Any rules – for example areas of the page that are off limits. You might also include an introduction to CRO in general if the attendees are fairly new to it. 10am – Divide into teams and generate test ideas Divide the attendees into teams, which ideally have one person from each functional area.  It’s easier of you have planned the teams in advance. You may also choose team leaders, or leave them to naturally emerge.  Each team then generates as many test ideas as possible to meet the hackathon challenge. 12pm – Lunch 1pm – Choose and refine the best test idea If you have analysts with you, you can spend a little longer on this section and try to look for real evidence supporting each idea. 2pm – Build a prototype and presentation The more technical members of each team collaborate to produce a working prototype of the idea using your testing platform. This can be refined later, with quality assurance occurring after the day, then launched to real traffic. In addition, the business-focused team members prepare a presentation including the hypothesis and why this was chosen as the best idea. They aim to convince the judge(s) that this idea is the most likely to get conversion gains. 4pm – Present finalised idea Each team presents on their idea, and shows off their prototype. 4.45pm – Winning test idea chosen A senior person or panel of judges decides which presentation was most convincing and awards the ‘best on the day’ prize. A few days later – Test launch The test or tests are launched to live traffic. A few weeks later – Winners declared After the pre-agreed test run time, the tests are analysed and the winner declared. Set up a follow up session to present the final results, including prizes for the winning team. Who should I invite? Your boss – Perhaps the CMO, CTO or head of e-commerce depending on where CRO sits in your organization. Often the boss gets to pick the initial “winner” on the day, giving a real life test on whether “HiPPOs” add value! Web analysts – They own and understand key data on how your customers behave on your site. The ideas that are generated have a much higher chance of success if some data analysis is included. User research – If you have teams performing other user research such as usability studies or surveys, their insight is very valuable. Also, marketers who have conducted industry research and developed customer personas can provide great input. UX – Designs are more likely to succeed with well qualified UX input. IT/Development – To build the test or to advise on any technical limitations. Product/category owners – Anyone who has ownership over the areas of the site you aim to improve should be invited. Visual Design – To advise on variation design, and provide assets such as icons, buttons, banners etc. Compliance – Because if you are in a compliance-heavy industry, nothing goes live without their say-so. Call centre/live chat operatives – This may seem like an odd idea, but these people interact directly with customers and know what type of complaints they have. If you can’t bring in people, then tools like OpenText™ Qfiniti can provide insight on customer interactions. Testing vendor – OpenText™ Optimost facilitates CRO hackathons for our customers. We also provide the technical resource to build the test variation prototypes, and our Customer Success Managers contribute ideas based on successes we’ve seen previously.

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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!

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Luke Skywalker – Content Jedi or Joker?

Content

Mark Hamill is a good guy. I’ve been lucky enough to meet him on a couple of occasions in the past, and was looking forward to his closing keynote at the recent Content Marketing World conference in Cleveland. But the keynote address from the man best known for playing the hero of the Star Wars movies never materialized, instead Mark sat down for a Q&A session with Content Marketing Institute founder Joe Pulizzi that proved to be both highly entertaining and thought provoking. Hamill endeared himself to the audience straight away by referencing a blog post from content marketer Michael Brenner, which despite its provocative title sets out a coherent thesis on the connections between the hero’s journey that informs the Star Wars mythos and storytelling in marketing. And it was to storytelling that Hammill returned to several times during his conversation by reinforcing that the most effective form of communication, the one that we are all hardwired to understand, is storytelling. The basics of effective storytelling is key not just to marketing, but to all business communications. While “Luke Skywalker” was entertaining, it was another guest earlier in the day that proved to be the inspiration of the conference. When comedian Michael Jr. was introduced no-one really knew what to expect. His brand of observational stand-up humor soon had everyone laughing, not an easy thing to achieve on the last morning of an intensive conference, but it was his asides about how you tackle challenges that inspired. In particular he outlined the idea that in life and professionally, it’s not so much about what we do, it’s about why we do it. The ‘what’ can change many times (it’s the tactical aspect), but the ‘why’ (the strategy) should remain the constant. The same applies to any business transaction, and communication. What we do won’t matter and won’t achieve success unless we know why we are doing it. On the flight home after the conference I thought again about that last day. I’ve been to innumerable conferences in my career, and enjoyed most of them, I’ve listened to some great speakers, even some brilliant ones, deliver a wide variety of keynotes, but they all tended to be speakers that you would expect for any given conference topic. Yet here at a marketing conference was a comedian and a movie actor providing some of the most powerful insights, and judging by the Twitter stream for the conference hashtag, the most memorable moments. It made me think, how are we delivering our story? Are we using the usual line-up of experts and influencers? Maybe it’s good to consider bringing fresh eyes and voices that create as powerful an impact as a Jedi Knight and a joker did for me that week in Cleveland.

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Striving for Operational Excellence in Europe

Aging assets

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.

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8 Signs Other Than Lift That Prove Testing Program Success

testing program success

When it comes to testing program success, lift is undoubtedly the most popular or most used metric to measure success. The reason for its popularity is that for executives or sponsors of the testing program, it is tangible and can be measured in dollars and cents. That said there are many other less tangible ways of measuring success. Here at OpenText™ Optimost we believe it is important to recognize, and embrace, less tangible measures because they often signal current and future success.  In this post, I’ll cover 8 additional ways you and your cohorts can measure the success of your program other than lift. 1. Your program follows a well-established process Having a well-established, repeatable to process is important. Without a process, it is easy to miss deadlines, tasks fall through the cracks and projects are de-prioritized. These pitfalls often lead to less testing and less impact on the business. To circumvent any negative impact to your business and your program, we recommend establishing a process that outlines steps to completion, resources involved, responsibilities and expected turnaround times. 2. You have buy-in and participation from management Buy-in from management is critical. Without buy-in from management, your program has a high probability of being underfunded or ignored. Get buy-in from management by getting your boss involved in the process early on and continually communicate your learnings and ROI of the program. The more involved your boss is, the more likely you are to receive praise and receive additional resources to expand your program. 3. You create and follow a strategic, data driven roadmap The biggest disservice you can do to your testing program is not build a roadmap. The roadmap helps set the cadence of your testing program, ensures that your tests are all driving towards specific goal(s), and ensures everyone impacted by testing are on the same page. To guarantee the most success, make developing a data-driven roadmap one of your top priorities year after year. 4. All departments participate and contribute to testing Testing relies on a number of internal resources to be successful including IT, Analytics, Marketing and Design. IT helps deploy code, Analytics farm testing opportunities, Marketing determines strategy, Design provides the design variations. It’s important to establish relationships early on, help educate them about testing and the important role they play in the success of the program. Nurture those relationships by including them in important meetings and giving them praise during your regular testing recap meetings. 5. You utilize a variety of testing tactics It’s easy to get wrapped up in running AB tests exclusively. They are quick to implement, often times show a great deal of success and results are easy to interpret. That said, a successful program utilizes a variety of tactics including MVT, segmentation and personalization. This approach is similar to personal investments in that utilizing a number of different tactics helps mitigate risk and maximizes return. Spread the love. 6. You learn (and earn) from your losses More experienced testers understand that there is no such thing as a failed test. Results of tests that perform poorly or differently than expected help inform the next set of tests and often lead to results that are much more positive. When you come across a loss, use the data available to you to find out why it performed poorly and make the appropriate adjustments. 7. You’re not afraid to take chances Again, much like investing, the greater the risk, the greater the reward. A successful optimization program takes chances and goes beyond the boundaries set by traditional brand marketing. Try something drastic, break out of the brand guidelines and upset your superiors – it pays dividends. 8. You communicate and celebrate results regularly Perhaps a blend of some of the other seven successful signs, communicating and celebrating success regularly is vitally important to the success of your program. Communicating results helps gain buy-in from both management and your cohorts, but it also provides you the opportunity to show your success. More importantly, it helps create efficiencies within the organization. For example, many of our clients utilize their best practices to help inform future landing page or site redesigns. Kick your testing program into gear by applying these eight strategies today. Here at OpenText Optimost we pride ourselves on building successful testing practices within our client’s businesses. We would love the opportunity to kick-start your program. If you need help applying these eight strategies to improve your testing program, get in touch with us at cemsolutions@opentext.com.

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Secure Information Exchange – Forgotten in your Digital Transformation Strategy?

secure information exchange

Regardless of the widget your organization makes or service it provides, at the very core of every organization is the information that fuels its decisions and ultimately, its success. And that information exchange between an ecosystem of connected customers, suppliers, and business partners must be secure With information as the currency of the digital economy, organizations don’t succeed just based on size, scale, access to resources, or geographic presence—it’s the degree to which they can take advantage of information to innovate and grow. It’s critical that organizations connect business processes across their ecosystem, and secure the information flows that support those processes. Not only is this essential for business continuity, it’s a must for efficiency and productivity in a hyper-competitive digital economy. As more and more organizations adopt a digital transformation strategy, a key component to remember is the transformation of how information is securely exchanged. Digitization must include tools for secure information exchange that support operational gains while improving agility, employee productivity, and higher levels of compliance to reduce risk. While many organizations have sophisticated systems in place to exchange raw data, large files, and many forms of content, there is one technology that continues to persist in every corner of the world: fax. Despite being a 150+ year old technology (yes, it’s true!), faxing has remained a steadfast communication method that provides a direct and secure path for exchanging information. Organizations which do not have a digital transformation strategy that includes a secure information exchange component stand the risk of inefficiency, higher costs, slower gains and lower productivity, as well as security and compliance risks. As an integral part of secure information exchange solutions, electronic fax servers and services are designed to integrate with back-end systems to facilitate the secure exchange of content to and from those applications. Some considerations when choosing an electronic fax solution include determining the needs of the business, process or workflows and evaluating vendor capabilities that fit your needs. While most electronic fax solutions are alike in their core functionality (sending/receiving from email, centralized fax management, tracking and reporting), be sure to choose a vendor that your organization can truly consider a trusted partner, vested in your success as much as you are. Not all vendors are alike, in both capabilities and vision. Seek vendors with advanced, proven functionality, and those which are able to demonstrate a vision that supports your goals and aligns with your digital transformation journey. Ideally, seek a vendor that has capabilities that include but are broader than secure information exchange solutions:  a vendor that can ultimately help you transform your organization to support a fully integrated Enterprise Information Management (EIM) platform to help you on your journey to digital transformation and create a better way to work. Base your secure information exchange strategy on digital, enterprise-grade fax solutions. Then build a robust communication ecosystem that is integrated and automated to reduce risk, enable compliance, and accelerated time to revenue. Whether you choose an on-premises, cloud-based, or hybrid model, secure information exchange can transform your business.

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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.

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Quality Assurance and Customer Experience Monitoring Can Now Be Automated with OpenText Qfiniti

quality assurance

Contact Center Quality Assurance (QA) teams today provide two critical services to their contact center organizations. First, they document agent performance so that every agent can be given meaningful feedback about their job performance. In most cases, they also deliver this feedback directly to the agents. Second, data collected by call evaluators is analyzed to calculate scores that management can use to stack-rank agents, determine training or compliance gaps, and measure script adherence and skills proficiency performance trends. Using a sample of calls to conduct one-on-one coaching about agent performance is an effective method to improve agent performance. I’ve never heard a call that my contact center quality assurance teams couldn’t coach in a super-meaningful way. For reporting purposes, however, what happened on a just few calls is not an accurate predictor of what happened on the hundreds of other calls handled by the agent that were not evaluated. When the agent says, “I almost never do that,” they could very well be telling the truth. Time, and several more evaluations will tell, assuming that someone is watching for a trend. As speech-to-text solutions have matured, more contact centers are considering using automated solutions to partially or fully replace their manual quality assurance process with a speech analytics-enabled QA solution. There are already a few solutions on the market, but nothing really that spectacular, especially in a unified workforce optimization (WFO) solution. In every case the general business proposition is that speech analytics can, to some degree, assist the quality assurance effort, bring insights not possible using a traditional QA model, and/or measure interactions to scale. At OpenText, we took a really good look at these “automated quality” products and concluded that we could easily develop and offer a more practical next-generation analytics-enabled QA solution. If contact centers could, they would listen to and analyze every customer interaction; however, this would be tremendously expensive, and the analysis would be subject to human interpretation and error. A better and far more cost-efficient solution is to leverage the power of advanced speech analytics to automatically measure and score agent performance and the customer experience (CX) on every recorded voice interaction. The Benefits of Automated Scoring Contact center leaders today understand the hidden costs of script non-adherence such as lost sales opportunities, increased errors, and misunderstandings on the part of the customer or the agent. In many regulated verticals and BPO deployments, companies face financial penalties and increased legal exposure on the basis of script non-compliance. OpenText™ Qfiniti can measure script adherence and skills proficiency across all customer phone contacts and can automatically apply the same performance standard to all calls. Greater Visibility Qfiniti AutoScore also provides significant additional visibility into contact center performance—insights not available via traditional measurement methods. This unique measurement process is both easy to configure and highly flexible to meet a variety of business needs. In comparison to other “automatic scoring” solutions, only with AutoScore can users: Measure agent and customer behaviors more accurately in real time across all contacts Leverage the utmost flexibility to define behaviors and what they mean to contact centers in their specific business context Calibrate and tune scoring models in real time instead of days Utilize a built-in ability to train the speech analytics process to improve scoring outcomes The tool enables organizations to filter results by topics, agents, teams, products and interaction outcomes. Users can drill down to the most relevant and critical calls, without the wait for calls to be manually reviewed. Instead of taking days or weeks to establish a performance trend, agent adherence trends and coaching results can be identified almost instantly, even without the need to listen to additional calls. We won’t suggest that technology can completely take the place of your current QA system of measurement. However, it is certainly fair to say that: A great deal of the quality assurance data you currently gather via manual methods could be gathered instead via an automated process; Data collected in this manner will be for all voice interactions and not just for those you were able to measure manually; Data that you collect using automated scoring will be gathered using a consistent set of standards that you can set, test, validate and adjust as needed to ensure the most-accurate results; and finally Automatic scoring provides supplemental information that could potentially facilitate shorter manual score cards and shorter coaching discussions. Used properly, the right analytics-enabled QA solution can lighten the quality assurance load, uncover new business insights and measure most script adherence and skills proficiency to scale. In this way contact centers can leverage a more-powerful solution empowering more-ambitious results. My OpenText WFO Software colleagues and I are excited to bring true analytics-enabled automatic scoring to the contact center market and for you to learn more about it.

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OpenText WFO Software Launches Qfiniti AutoScore for Analytics-Enabled Scoring

Today, I am very excited to announce the release of OpenText™ Qfiniti AutoScore. This is an important announcement for multiple reasons. First, this is the debut product release since we were acquired by OpenText last April. For those who haven’t been through an acquisition, there usually is a significant amount of disruption, both in terms of strategy as well as operations. I was pleasantly surprised to see how organized OpenText was in executing our on-boarding. Our strategy was, and still remains, to build a single, seamlessly connected platform that will help large enterprises deliver, manage, monitor, and optimize customer experiences across all channels. Our new colleagues at OpenText have shown an incredible amount of enthusiasm and commitment to the WFO group’s roadmap, customers and resources. Our ability to release a major capability such as Qfiniti AutoScore on time, despite all the acquisition activities, is a testament to how well the integration has gone, as well as a strong indication of the exciting innovations you can expect from OpenText WFO Software going forward. Second, Qfiniti AutoScore reaffirms our commitment to leveraging analytics to help contact centers around the world deliver superior performance in the most efficient ways. While speech analytics has been around for over a decade now, recent innovations in our core speech recognition engine have delivered such high performance that it empowers us to address use cases which are highly valuable to our customers but would have been difficult to accomplish in the past. We know there are two things that are always top-of-mind for contact centers. First is the monitoring of agent behaviors such as empathy, helpfulness, upsell, cross-sell, knowledge and adherence. And second is the understanding of customer feedback in terms of satisfaction, level of effort, and loyalty. For this reason, the central focus for AutoScore was to use speech and text analytics to score, not just a sample of recorded calls, but every single voice interaction and then use the scores to understand agent behaviors and customer experience aspects in a very granular and actionable manner. Finally and most importantly, I want to highlight the intricate collaboration that went on between the OpenText WFO Software team and our customers in shaping Qfiniti AutoScore. It is always a great vote of confidence when customers push us to develop new functionality. Also, the fact that our customers not only trust our core capabilities but also our ability to extend those capabilities into covering new use cases speaks volumes about our commitment to always putting our customers first. For this new product, we partnered closely with one of our customers, keeping in close contact throughout the entire development process and incorporating ample feedback along the way. Other customers also provided continuous feedback. For this reason, we are confident that we have built a solution which solves some of the critical contact center challenges in the most intuitive ways. Want to see a demo of Qfiniti AutoScore?  Just ask via the contact form here.

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The Innovation Bonanza – can you Harness it?

Innovation

Everywhere I turn, I see innovations that are proving out how different our future will be – especially in the financial services sector. All I can think about is how my customers can take advantage of these unprecedented changes. Several trends are behind the FinTech innovation bonanza. It’s important to first baseline on these new realities, some of which affect multiple industries. Then, let’s look at what you can do to harness these innovations for your business gain. Three New Realities The way people interact with lenders or investors is already vastly changed from prior generations. No single communication channel is enough – texting, in-app email and bot conversations are the new normal. Customer commitment levels are lower. Personal relationships have given way to convenience and instant gratification needs, creating less opportunity to secure banking loyalty. Feeding into this is a bustling marketplace of apps and vendors distracting your customers, luring them with time-bound deals or newly priced packages. The nature of software has changed and can better deliver on customer needs. Offshore development teams are not always necessary for financial firms, now that off-the-shelf single-function apps, APIs, and connectors are readily available. Software delivered as a service is expected and commonplace, as mint.com and others have proven. What remains consistent, however, is the value and potential of enterprise content. We have all seen the stories describing information as the new gold or oil. In fact, starting with a focus on your crown jewels the first step in harnessing innovation for your enterprise. The Urgency of Content Unification How can you capitalize on ample innovation and burgeoning industry transformation? In our last blog, we talked about first clarifying your digital transformation business objective. Here, I’d like to focus on a technical infrastructure step you can take today – content unification. Not only is this essential for future growth, but organizing your content riches can also help your organization get grounded on identifying those transformation goals. Content unification is what you will need to determine customer needs and prescriptively orient your enterprise. Specifically, unifying several types of content in one archive: Historical information – Content of many vintages is likely living in applications scattered across your enterprise. Together in a single archive, this content might yield new insights. I’ll give an example in just a moment. Current content – Without any meta structure or information hierarchy, your current content may be disconnected, making it harder for bankers to upsell or wealth managers to advise. Worse, your employees may be drawing from outdated content, simply because they can’t find current interest rate documents or customer account information. Real-time data – Instant search and hashtag-led discussions have yielded an entirely new set of content you can leverage. Aggregated with other content, you may uncover new finance offerings to deliver in-the-moment to a targeted segment, location, or imminent need. Let’s look at a related example to help you envision why content in a single scalable archive is so critical. Harnessing Innovation to Deliver Time Savings I first heard about this innovation through Twitter, from an incubator day from Standard Bank in South Africa. I have since seen several companies addressing queuing management. By looking at a collection of data, consolidated from multiple sources, Qber-Queue came up with a smart idea – help people stop waiting in line. Whether requesting a travel visa or getting a business license, a large volume of people were spending substantial amounts of time queuing up (or standing in line, in American English!). Just like Uber made it easy to call up and use a taxi, this idea was to make it simple and painless to keep your place in line. The effort began by consolidating data to test out several ways to embark on a new business: Why are people waiting on line? To do what? (current content) Was the passport office or local city license office slower in servicing constituents? (historical information) Is there anyone currently waiting in line who will never get service, based on the above data, and can we text them to instead secure a slot on Thursday at 7AM? (real-time data) With useful content identified, then brought together in a single information archive, this company found and built out a great new idea! Similarly in any financial services organization, there is wealth in your content. By consolidating it now, you can better think through what problem you can solve for customers – both now and amidst the rapid level of innovation underway. Where do your customers need a better experience? Is your content ready to help you solve important business problems? Was this blog helpful? Please share your comments below.

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OpenText WFO Software a “Strong Performer”

WFO

Strong Performer in WFO?  You bet!  OpenText™ Qfiniti and OpenText™ Explore are every bit as robust and more scalable than competitor offerings, and as an added bonus you may even enjoy working with us!  Can you say that about other companies?  And we have proof! Last week, Forrester released their first ever WFO Wave research and OpenText WFO Software fared well.  The Ian Jacobs-led team of Forrester researchers scoured the WFO market to understand more than vendor noise. They looked closely at what contact center teams are doing. What problems they’re solving with WFO solutions. What the actual leaders (like you) believe are most important in delivering successful customer experiences. And when you strip away all of that noise in the market, OpenText WFO Software is there as a truly viable option for enterprise-class contact centers. One of the aspects of the WFO Wave I like best is that it shines a light on the fact that it’s not good enough just to have the software. Forrester also took into consideration how easy it is to work with the vendors. How valuable a two-way relationship is…  And how much a vendor listens to its customers. One of our references commented that, “We have had a seat at the table to influence the overall product road map.”  So, we want to listen twice as much as we speak and bring this innovation to the entire market. OpenText WFO Software has a rich 32-year history in contact centers. You may remember the product line better as etalk. Since those days, we’ve been less visible, but we never stopped innovating. We never stopped partnering with our contact center customers. And our ranking of “Strong Performer” in Forrester’s new Wave proves just that. This is a robust product line that our customers like. And they like us! Here is a link to the press release on the topic where you can read about the company’s commitment to the WFO space. And click on the report below to get a copy of the report to read the good news yourself. We know you may not be in the middle of evaluating WFO vendors right now, but it is likely that you will at some point. I’d like to ask that you keep us on your list. I’d also ask that you consider reaching out to us if you have any questions about the market. We’d like nothing more than to earn your business over time. We’re here for the long haul and want to partner with you. And don’t forget to follow, like and join the following: OpenText Qfiniti Twitter, Facebook and LinkedIn Group.

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Cloud Flexibility Gives Customers the Experience They Want

Cloud flexibility

In today’s consumer market, great companies with high brand equity have one thing in common: they’re using digital innovation to continuously improve upon their already tremendous customer experience. For example, Costco is known for its generous return policy – now it’s been digitalized so that you can still get a refund if you don’t have a receipt. Starbucks lets you order and pay for your beverage with an app so you don’t have to wait in a long line. And Disneyland has an app so that you can see wait times in real time and better plan your day at the park. Enterprise Content Management software is a means to an end. Customers are trying to accomplish something and they’re looking for ways to do it cheaper and easier. Cloud-based solutions enable customers to do both. And they’re ideal for customers with growing or fluctuating bandwidth needs because they’re easy to scale up or scale down when needed. But a public cloud for everything approach doesn’t always provide a great customer experience. Changing enterprise business processes to align with SaaS solutions can be time consuming, expensive and frustrating. Having a flexible solution that can be configured to align with existing business processes reduces total cost of ownership and makes for a better user experience. In fact, according to Gartner¹, “The increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios. he increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios”. Public, private and hybrid cloud models of our Documentum as a Service or DaaS software are available – and you can mix, match and integrate them. Our Life Sciences customers are working on life-changing innovations to cure disease and help people live longer, better lives. Most prefer to protect their Research & Development content in a private cloud, while creating a public cloud clinical trial data repository that enables easier collaboration. And they don’t want unnecessary patches or upgrades forced upon them smack in the middle of a big clinical trial or new drug launch. Our Energy and Engineering customers are using digital innovations to improve recovery rates and reduce risk. Likewise, they want their Standard Operating Procedures and other propriety information stored in a private cloud, while having their project-specific content such as drawings and memos that need to be viewed by partners and subcontractors in a public cloud. Public cloud is useful when collaborators do their work on smartphones and tablets because they don’t have to get on a corporate VPN to access content. In fact, our mobile solutions integrate with Documentum to give customers the experience of offline access to documents and bi-directional sync. No matter the type of cloud you choose, DaaS gives you all the benefits and flexibility of the cloud, but lets you keep the customizations and integrations you rely on to keep your business running: Economies of scale – 20% – 45% reduction in operational expenses Patches and upgrades included and managed by us SSAE 16 compliance and physical security in our data centers including 24-hour manned security But perhaps the best part about the DaaS is that there are no longer service incidents related to how the software is installed in the customer’s environment – which on average accounts for 81% of the Severity 1 and Severity 2 incidents. Additionally, customers experience an average 16% improvement in application performance, and improved performance and availability over existing self-managed Documentum installations. Is your business leveraging digital innovation to improve customer experience? ¹ Gartner, “Market Trends: Cloud Adoption Trends Favor Public Cloud With a Hybrid Twist,” August 4, 2016.

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OpenText and AmerisourceBergen Develop Superior B2B Customer Experience

B2B customer experience

For your convenience, you can either listen to the Podcast below, or read the transcription in this blog. Complex Processes Simplified Every now and then, I find myself drawn to the Discovery Channel’s “How It’s Made” program. You probably know the one—it’s a TV show that gives a behind-the-scenes look at how some of our most well-known consumer items are put together, packaged and sold. There’s something strangely hypnotic and satisfying about watching thousands of bottles roll through a giant machine to be filled with soda, or a seasoned professional hand-weave a basket. Apart from providing therapeutic stress relief, the program has given me a deeper appreciation for the effort and detail that goes into a product long before it finds its way to a store shelf. The role of behind-the-scenes business-to-business (B2B) vendors in providing an excellent experience for the end customer is huge. The challenge for B2B organizations is to discover who the end customers are and what they need, without having direct contact with those customers. To overcome this challenge, B2B organizations need to develop effective communication and collaboration practices with their business customers and partners. OpenText has had a strong business relationship with leading healthcare solution provider AmerisourceBergen for a number of years.  Among the many things AmerisourceBergen does well is provide B2B distribution of pharmaceuticals to healthcare institutions around the world—and they do that very well. In fact, they handle approximately 20 percent of all the United States’ pharmaceutical distribution. While the process of labeling bottles as seen on How It’s Made is impressive enough, each of those labels is the same—it’s just a matter of sticking them on each bottle. AmerisourceBergen’s customers have more… challenging requirements. Here’s what Scott Marshall, Director of Application Development at AmerisourceBergen said about those requirements: “One of the core components of our business is a complete drug distribution system… When customers receive their product, they also need to have documentation included with the products they receive. We call these packages ‘Driver Ready Packs.’ They’re packs of information that are kind of contained together by delivery location and customer. And they have invoices, price stickers and other documents that customers need.” Thanks to a deal struck with major US retailer Walgreens a few years back, AmerisourceBergen had to triple their production and delivery of those Driver Ready Packs. In fact, AmerisourceBergen now processes 275,000 documents and prints 20,000 bundles of Driver Ready Packs every day. And remember, they distribute products of the most vital nature to be delivered to waiting patients, doctors and families. The room for error in these thousands of custom-packaged and addressed bundles is virtually nil, and time is always a factor. “Back in 2007,” Scott says, “AmerisourceBergen realized that they had been spending a lot of time and effort, and they were not putting that documentation together very efficiently. So they partnered with OpenText and took a look at [OpenText™ Customer Communications Management (CCM)], which back then was referred to as StreamServe, to help automate the collection of this documentation, centralize it, and help make our printing more efficient.” “It automated the assembly of the documentation and sorting,” Scott continues, “and kind of gave an easy way to format content for the delivery person. It improved integrations with more modern technology. We actually had a much faster throughput and printing process, and a lot more accuracy. Overall it reduced our processing steps by about 80 percent and reduced the time it takes to generate our documentation by two thirds.” Catering to Customer Needs AmerisourceBergen generates documentation with CCM in a variety of ways, depending on how their customers prefer to receive it. By working closely with customers, OpenText continuously adjusts and enhances the capabilities of their solutions to meet the changing and evolving needs of their customers. Scott says that “One of the things [they] really liked about CCM is that you can take the same information and make it available in multiple channels such as faxing, emailing.” “What we see a lot now,” says Scott, “is that customers tell us how they want to be communicated with, and you have a mix where you might have someone who is a little more traditional, who likes having paper in their hand that they can feel, where others want to receive things electronically. So we have been trying to keep up or ahead of what our customers’ wants are, and use tools such as CCM that really provide cutting-edge technologies that are able to meet customer needs and communicate in different digital manners.” Certainly, the flexibility, convenience and environmental consciousness of digital documentation is a great benefit for customers, and AmerisourceBergen is poised to help their customers make that transition with support from OpenText and CCM. They are also prepared to make other agile adjustments. I’ll let Hiren Patel, Director of Application Delivery explain: “The business has ever-changing needs in terms of legal disclosures on documents that have been printed, on any text, updates, or in any new document. Now things of that nature, any changes for the application or a solution per se, are very easy to make. They are less stressful in terms of impact to our production.” “There was an incident where a year ago,” Hiren goes on to say, “when we had come across a business requirement to comply with the new DQSA Act passed by the government. It was critical to meet the timeline. To comply, we had to create advanced ship notice documents on very short notice. But we were able to make the required changes and deliver that on time. I think that was one of the key pieces where we identified how easily we can build documents and deliver them with the CCM solution that we have in place.” Stronger Together AmerisourceBergen has done a great job at keeping up with changing customer requirements and industry regulations, but they’re not left alone to manage their IT implementations. Thanks to their strong relationship with OpenText, they always have the support and technical expertise they need to provide an excellent experience for their customers. “We keep OpenText support on hand for whenever we might need them and reach out to them to understand how, or if, there is a better way to resolve something,” says Hiren. “Because for any successful project, you want to create a proper foundation so you have a stable and scalable solution. We highly value [OpenText Support] because they are experts, properly trained. They know the ability of the platform and features that it can provide. They can guide you in terms of how to architect it and properly manage your business and how you can solve their issues. So, again, we definitely value them.” For B2B organizations, an excellent customer experience is often built upon the service that customers are able to provide their customers. AmerisourceBergen has found a reliable, scalable solution in OpenText Customer Communications Management that gives Amerisource customers like Walgreens the information they need to deliver important pharmaceutical products in a timely and responsible manner. Together, B2B alliances like the one developed between OpenText and AmerisourceBergen can accomplish much more, and provide customers with a far superior experience than they’d be able to achieve alone. Learn more about OpenText™ Customer Communications Management, and the AmerisourceBergen success story.

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The Opportunity Ahead

Dell EMC agreement with OpenText

Dell EMC agreement with OpenText – today, we are excited to share that we have reached a definitive agreement with OpenText, a global leader in Enterprise Information Management, to combine the Dell EMC Enterprise Content Division (ECD) portfolio (including the Documentum, InfoArchive and LEAP families of products) with OpenText’s existing portfolio of products. The transaction is expected to close in 90 to 120 days. You can read about the terms of the agreement, in the press release. In determining the best long-term future for ECD, we wanted to create a business with a leading position in Enterprise Information Management, so we looked for a partner that shares our vision for the transformation to digital business, our passion for the role of information in the digital world, and the breadth of capabilities to help our customers realize that vision. We also looked for a partner that shares our commitment to deliver a world-class total customer experience. And, we sought a partner that valued the industry knowledge, innovative mindset and unique skillsets of our team. I am very pleased to say that we found all of that in OpenText, an industry leader with 9,200 professionals worldwide. Today’s announcement, therefore, presents a compelling opportunity for ECD’s loyal customers and partners, as well as our talented people. Our complementary strengths will produce a leader in both ECM and EIM: an organization with the financial strength, talent base, and global go-to-market scale to serve a marquee customer base. As we work toward the close of the transaction, I assure you that we will continue to provide the world-class care our customers have come to expect. To underscore our joint commitment, OpenText and Dell EMC have also announced their intent to enter into a strategic commercial partnership to expand customer offerings and better serve customer needs. Customers and partners can continue to realize value from their ECD investments and gain additional value from a richer portfolio of ECM and EIM solutions. Today’s news is great for all stakeholders, and we hope you are as energized as we are about the opportunity ahead.

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