digital

Excellence in Sales Order Entry – From Document to Digital

digital sales orders

Sales orders, the documents with the odor of company success attached to them! Physical (or electronic) proof that your company sells products that your customers like. Proof that you make money and create and retain jobs. So what could there be that is not to like about sales orders? Well, the question here is: Are your sales orders solely creating value and financial success for your company? Or are they also costing you money? Are they slowing down your business? Maybe even creating conflicts with your customers? Fully digital sales order process – why? In a digital world, you should consider automating your sales order entry process from beginning to end. The digital sales order process should start the minute a sales order enters your company, from document to digital. This should be independent from your input channel – whether your sales orders reach you via EDI, email, fax or paper document, make sure to digitize your sales orders when they first touch your company. Many of our customers have EDI in place for 60 – 80% of their sales orders. However, the remaining 20-40% slows down their business, preventing them from having full insight and transparency of the status of ALL sales orders. The impact When our customers started to capture the data also from PDFs, emails and paper documents, they realized how valuable a fully automated a digital process is. With their model from document to digital they turned the sales order process into a fast, customer-friendly and fully transparent process. They now have full insight into the status of any sales order. If a customer has a request referring to a sales order, they can answer it within seconds, independent from its input channel or process status. Reporting and transparency have exponentially improved. Management is now able to track the performance of the sales order process across countries, from month to month or year over year. Now, even the performance tracking task is a simple activity, too. It is fast and it is accurate. Not only for the electronic input channel, but for all sales orders. The information extracted is also proof that with the new integrated sales order automation, customers have been able to cut sales order cycle time in half by also automating the remaining 20-40% of sales orders. Customer relationships have also improved because disputes over orders and invoices or wrong deliveries have reached an all-time low. The analysis of sales orders allows making purchasing recommendations to customers from evaluating other customer orders – those who regularly order specific products in combination with other products. These cross-sell opportunities are well-received by customers as they create value and often help to meet their core business needs. Have you identified a need to further digitize your sales order entry process? Take a look at how OpenText™ Business Center for SAP Solutions helps to improve the sales order process and much more.

Read More

Customer Experience, Digital Transformation, and Commitment to the Success of our Partners

ECD partners

This is the time of year when we try to pause from our busy schedules and take some time for friends and family. As the calendar year winds down, we would also like to take a moment to say thank you to our customers and partners. For the ECD partner organization, our primary customers are you, our partners, and we recognize that we can’t be successful without you. So thank you for everything you do. In 2016 we made your experience with ECD a top priority. We focused on the partner experience as we also invested significantly in two related areas: customer experience (CX) and digital transformation (DX). In fact, these goals are all interrelated.  “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.” We believe that to become a digital enterprise, you must not only focus on the customer experience, you must become obsessive about customers. Here’s what we wrote in our digital transformation eBook: “Digital enterprises make the customer relationship priority #1. They center the business around customer needs and customer experiences. They leverage technology to enable collaboration in cross-functional, cross-organizational teams, always in the service of the customer relationship.” Erik Raper, who heads Marketing and Advisory Services for Paragon Solutions (which was named the ECD “DX Partner of the Year”) shared similar thoughts in a blog post he published on digital transformation: “It’s crucial for enterprise leadership to be the champions of digital change, recognizing digital transformation is not a one-time project but, rather, a long-term initiative to positioning the enterprise for greater operational efficiency, customer engagement, and strong market growth.” We couldn’t agree more. Our investment in digital transformation – from our updated digital marketing platform to LEAP, our new cloud-based product platform – is creating new opportunities for us to collaborate digitally with our partners. Together we can help customers embrace digital and transform the way they do business. 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. Happy holidays to all of our partners. Thank you for a great year, and here’s to continued success in 2017!

Read More

Saving Trees Could be Saving Your Business

Saving Trees

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

Read More

Lucky Number 13

experience

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

Read More

Three Ways to Provide Integrated and Personalised Care

Integrated healthcare

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

Read More

Partnership Transforms Everything at #MMTM16

MMTM16

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

Read More

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

data governance

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

Read More

Three Pillars of Digital Transformation – Efficiency, Usability and Insight

Digital transformation

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

Read More

User Experience is About the Swipe of a Finger

User Experience

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

Read More

5 Reasons you Should Consider Decommissioning Your Legacy ERP System

decommission legacy ERP

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

Read More

CEB TowerGroup Analysts Release new Research on Banking and ECM

ECM, Banking

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

Read More

Follow That Car!

digital disruption

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

Read More

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

CXDay

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

Read More

InfoArchive – From Information to Knowledge

InfoArchive

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

Read More

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

Momentum Europe

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

Read More

Capture Evolves From the Mailroom to Enhance Customer Experience

mailroom

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

Read More

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.

Read More

The Electric Impact of the Cloud, Have you Plugged in?

Cloud

Have you ever considered, when switching on your coffee machine in the morning, where the electricity comes from? I’m guessing not. You probably only expect it to work so that you can have your tasty Colombian coffee. I don’t know where the electricity I use at home is coming from. Last year Spain imported electricity from France. At the same time Spain also exported electricity to Portugal, Andorra, Morocco and…surprise, also back to France. I can’t imagine anyone in Portugal wondering whether the electricity to charge a smartphone comes from Spain, is produced in France and sent to Spain, or is sent from Spain to France and bought back again. Electricity has no accent. It doesn’t matter from where it comes; only that it is always there when you need it! A few years ago, I started to work with customers planning their journey to the cloud. I’m talking about private cloud. There were many questions about the where, the who and the how of the process. It was an incredible cultural change and many people were against it, especially the security guys. It reminded me of 15 years earlier when I was working for an engineering company. We deployed a Document Management System, Documentum, to improve visibility, collaboration and productivity while reducing costs moving to the digital world. But even after a several years, many of the engineers were still locking their drawings in their own personal “map cabinet”. While customer goals were to reduce costs, improve performance and reduce the IT complexity, it was security and compliance that were the main concerns for most. They were changing their IT strategy and facing a cultural barrier. At that same time I was fortunate to meet with another company, one part of a large group, that was very focused on their business and margins. This business had a completely different strategy than its mother company and were eager to consume services rather than build and maintain them. By transitioning to the private cloud using our PaaS offering, the company achieved some things the mother company didn’t attain after 10 years using the same technology: Time to value. The company went on production in less than 1 month, far more quickly than the group average of one year. They were able to enjoy the benefits of the technology almost immediately after they made the decision and not a year later. Elasticity to manage the unpredictable. The business was able to increase resources, as well as add new products and services to support their needs when they needed them, instead of weeks after. High performance without complexity. From the first day and through several years of using the service, I’ve never heard a single complaint. In addition to all of these benefits, the organization dramatically reduced operational costs and achieved unprecedented cost predictability compared to their mother company. Using the same technology but a different strategy, they secured superior results. This proved, once again, that it’s not about the technology, it’s about the strategy. The private cloud is primarily about moving second-generation platforms to the cloud. It is about shifting the workload and the complexity to the vendor. It’s about reducing the cost of operations, enabling customers to free up IT resources to focus on activities with higher impact on their core business. When I talk to these customers now, they recognize they had worry about where data centers were and whether security measures were in compliance with the EU data privacy laws and their internal policies. However, once these issues were settled, they didn’t care if the service was provided from Spain, Germany or Netherlands. Only that it’s always up and running. Just like we all are with electricity. Today I’m more focused on public cloud offerings like LEAP, content apps for the digital era provided under a SaaS model. The more companies I speak with, the more I see not only these same obvious expectations regarding the private cloud, but also many additional that focus on end user productivity and expectations, and their impact on the new business models being rapidly developed in every industry. The cultural change in the last three years has been great. There are many companies already consuming important services like email, ERP, CRM in the cloud. Now they are ready to consume any other always that can justify their business case. Today’s information requires flowing as freely as electricity, and being accessible when it is needed. It is the dynamic digital enterprises that have realized that plugging into the cloud is virtually as easy and secure as plugging into an outlet. Are you using any private or public cloud service? If so what are your key motivations and concerns?

Read More

Winning Without Migration in a Digitized World

Content migration

An executive is scheduled to travel to a customer meeting at the last minute. He quickly makes flight arrangements, books a place to stay with Airbnb and makes sure the Uber app is on his mobile phone. Then he does one last thing. He finds a big box and stuffs it full with his all the information he’ll need for his meeting. He tapes it closed and lugs it to UPS shipment across country. The story is a little preposterous, isn’t it? With all the technology available, the idea of users hauling physical data around is from a previous age. We leverage all the advances that digital-focused companies offer, yet, while various access tools are available in this new era, many organizations still accept limitations in managing their own content. Uber doesn’t require you to bring your car with you to use its service. Airbnb doesn’t need your furniture. Why should a business need to shuttle around its content in order to use it? Despite the claims of some industry vendors, the hybrid world of content will thrive for many years. Organizations continue to store and access content of all types, including files, media and more, using both on-premises and cloud repositories. However, to create real business value, this content has to be brought to life and used in a way that solves key business challenges like invoice processing, loan processing, claims processing, employee onboarding etc. Two fundamentally different approaches can address this goal: The first option is to shuttle all content into a single repository, hand over the keys to the content kingdom and then pray that it’s secure and meets all compliance and regulatory requirements. There can be advantages to migration, including in the ease of managing, indexing and sorting content. However, in order to achieve this result, an often time-consuming and costly migration process is required (migrating meta data, roles, schemas for billions of objects is not an automated task – it does require PS and a few aspirins on hand). In addition, a single repository solution can both create a choke point that may lead to security and compliance issues and effectively render data that has not been stored or updated into that sole location as virtually useless to a business. Companies who offer this sort of solution have, to their credit, realized these limitations and attempted to develop supporting products to ease the forklifting of data to their specific repository. But this really serves as not much more than a Band-Aid option, eventually requiring the additional steps of classifying incoming documents, indexing them, maintaining the meta data models and relationships and toiling through the arduous job of getting security and compliance certifications on an ever changing content set – not just at the infrastructure, but also at an application level. The second option is to manage the content in place without migration and develop context of the content via a smart access service built on top of all repositories.  Today’s users don’t care so much about where the content they need comes from. A field worker in an energy company doesn’t care as much as where the SOP (standard operating procedures doc) comes from – but rather that he can access it on his mobile device, review and approve it and let his manager know that he has done the job. Content for this simple, but very frequent use case can reside in many different repositories. Why move the content from all those repositories when you can manage it in place?  With our open approach of repository flexibility, whether using Documentum, SharePoint, SAP, Google or even call center operations or email marketing software content can remain in place and be located and leveraged without the complex, time consuming step of migration. We understand that as the world changes around us, repositories will become table-stakes. They can be anywhere. They are simply a means to an end. The key for success will be rather to provide value on top, with solutions such as collaboration across content, easy review and approval of tasks requiring documents from across locations. The heavy lifting of connecting with these repositories is done behind the scenes, enabling customers get an out of the box way to connect all repositories to purpose-driven apps that solve specific business problems. This is what we have accomplished with LEAP.

Read More

The Importance of Data Democratization for the Digital Enterprise

Data Democratization

Democratization in business means more transparency and fluidity in the workplace. Formerly defined roles of the subordinate and the executive are becoming more fuzzy and malleable especially in the age of millennials. And in no area of business are these changes more apparent than in the area of data and content – our Digital Information and Assets. Data democratization in the digital age is an interesting and important anomaly that should be embraced rather than combated against. In the new digital age of business, everything that was traditionally known and done in the business world has been called into question. Back in the days before the digital age, the hierarchy within a business was very pronounced with clear levels and discernment regarding what each participant in a business could do and have access to. The digital age has turned this former monarchical hierarchy on its head leading to an age of data democratization in the business world. More Data and Content Than We Could Have Imagined Once upon a time, the data that a business collected was limited and had to be carefully mined, sought out, and processed and managed. Only a select few people had access to that data including the uppermost executives and the analysts who processed and gathered the data. The rest of the employees in a company were kept largely out of the loop. However, with the rise of computers and the digital age, businesses are faced with an entirely new working environments. Today, businesses have access to more data than they could have even imagined in the past. The vast amount of information available at any given time is quite simply mind-boggling and demands data democratization. Because so much information is so readily available, there is also more of a need to include staff members outside of the select few elite that would have previously been allowed to access the information before. Transparency and democratization has become more important in the business world than ever before, and many “old-school” executives may have a hard time with this concept.   However, it is vital to understand the importance of data democratization for the digital enterprise so that you can learn to embrace this change rather than fight against it. There is a notion that if more of your staff and employees have access to the vast amount of data available, that they will not know how to properly interpret or use the data in the context of their job function within the company. Greater Access to Digital Information is an Advantage Fears that your employees may misinterpret the data or apply it incorrectly can lead you to try to limit or control access to a select few. This decision, while understandable, will only lead to frustrations within your organization as people who need access to information may not be able to get it and is against the principles of data democratization. What you can do is provide employees with gradually building levels of access to the data based on their needs and levels of training and competencies in the interpretation of data. Implementing brief training programs and providing easy-use analytics tools to sift through and filter the digital data available will help your staff to be able to do their jobs more effectively and feel as if they have fair access to business information within the firm. The democratization of data in the digital age is something that should not be feared and should not be cause for counter-measures. Instead, it should be embraced as a part of the inevitable changes that the digital age has brought about in the business world. The key is to ensure that you have eliminated your legacy data silos, provide user focused and flexible access to your data and content and a well-trained staff that is capable of using the available data to your business’s advantage.

Read More