Documentum

Why Migrate to Documentum D2?

Like many of our long-time Documentum customers, you may be considering the idea of moving your applications to Documentum D2 from an established, highly customized, Webtop platform. It could be that you’ve considered this option in the past, and come to the decision to stay put, or continued upgrading Webtop versions to keep pace with Documentum Content Server upgrades, but otherwise making as few changes as possible. If any of this applies to you and your organization, here are a few key thoughts for your considerations. D2 Changes the Total Cost of Ownership Game One of the striking advantages of a D2 application versus a Webtop application is that upgrades become much easier, and keeping up to date with product development and patches becomes so much easier, because D2 applications are constructed in the configuration framework, and upgrade of the D2 platform does not require ANY work on the configuration. Customers choose their products based on complex weighted matrices of technical considerations, comparing functional details, platform characteristics and implementation approaches before establishing a platform standard within the organization for Enterprise Content Management (ECM). The goal is to standardize on platforms to seamlessly integrate information from different areas of the organization. A noble intent, no doubt. In practical terms, however, this leads more often than not to shelfware – products purchased but never implemented. These days, the goal is more likely to be user acceptance, or better put – user adoption – making users happy and productive. The business side now typically drives decisions about which products and solutions will be implemented, and this makes total sense: Users must derive a business benefit from any implementation, otherwise, why implement? So the focus now is more on User Experience in terms of ease of adoption (including level of training needed), ease of use, speed of use – essentially, does the solution drive productivity or hinder it? Webtop is a fully-functional ECM client – but most users are focused on specific tasks. Too often, the complexity of the tool gets in the way of what the user is really trying to achieve. OpenText™ Documentum D2 allows the customer to build a task-oriented workspace with a best possible user experience, driving productivity for end users and the organization. Overall – Documentum D2 can help to change the game of ECM in your organization from a burden to IT into a boon for business productivity. Why wait? Migrate! OpenText’s Professional Services team are veterans of many, many customer migrations and can provide the support and guidance you need to make a success of your migration project, talk to the experts to get the best possible advice about why to migrate, what to migrate, and most importantly, how to migrate.

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Enterprise World 2017 Offers “Everything ECM” for OpenText and Documentum Customers

Enterprise World

Regardless of whether you’re an OpenText or a Documentum ECM customer, Enterprise World 2017 is the place to maximize your current investment and prepare for the future of content management. It starts with learning. As is the case at every Enterprise World, a full slate of training, breakout, and interactive opportunities will let you explore the latest product updates and discover how to make your existing infrastructure more productive. Whatever your area of interest, there will be a session or expert here to help you be better at it. It’s tangible insight you just can’t get anywhere else, but it’s also just part of the Enterprise World experience. The other key benefit of Enterprise World comes from hearing first-hand from thought leaders and fellow customers about how this technology can drive real-world transformation. This year, we’re once again including a variety of panels, success stories, and keynotes to give experts and progressive organizations a chance to talk about what ECM success looks like today and tomorrow. Here are a few thought provoking sessions you won’t want to miss: Content Track Keynote: OpenText Content Suite, Documentum, and the Future of ECM Join OpenText ECM leadership as they welcome Gartner Research Director Karen A. Hobert and the CIOs of Hydro One and the County of Los Angeles for an insightful discussion on the current ECM landscape, the future of content management, and a path to success built on leveraging today’s investments in Content Suite, Documentum, Extended ECM, and LEAP. ECD-215 Customer Panel: The Role of ECM in Building a Digital Transformation Program ECM-218: Customer Story: The Government of Canada’s Journey from ECM to EIM ECD-214 Customer Story: The Delta ECM Journey Accelerates Forward Thanks to a Firm Foundation ECM-216 Customer Story: BSTDB discusses Upgrade to OpenText Content Suite 16 & Smart User Interface ECM-214 Customer Story: Bank of America uses Content Intelligence to Enhance User Adoption and RM ECM-219 Customer Panel: Implementing RM Best Practices with OpenText Records Management Solutions The Documentum Customer’s Guide to Enterprise World Welcoming Documentum customers into the OpenText family is one of the most exciting aspects of this year’s Enterprise World! Not only are we looking forward to connecting and hearing about what you want and need to ensure success, we’re also working hard to make sure Enterprise World provides value that applies directly to your Documentum solutions. In addition to our usual wide-ranging agenda of ECM breakouts, we’re introducing a comprehensive series of Documentum-focused sessions covering everything from optimizing existing installs to discovering complementary solutions to future convergence strategies and product roadmaps. And we’re inviting a number of Documentum customers to the stage to share the learnings, challenges, and results of their ECM journeys. To help navigate your first Enterprise World, we’ve put together a Documentum-dedicated Map Your Path guide that highlights the Documentum, InfoArchive, Captiva, and LEAP sessions most rewarding and relevant to you. We invite you to use it as a start, but, by all means, please introduce yourself as soon as you hit the floor at Toronto Convention Centre. Connections are what Enterprise World is all about. We’re looking forward to helping make your first Enterprise World a truly rewarding experience. There is still time to register to attend.

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Effective Change Management – Next Step to Operational Excellence for Energy Companies

Change management

In my previous blog, I looked at the need to gain control of your content when creating operational excellence. In this blog I thought I’d cover the role of effective change management. Operational excellence is the main focus of the Energy track at this year’s Enterprise World where some of the world’s largest brands will be discussing industry best practice and their individual approaches. Change management at an operational level provides huge opportunity to drive cost and productivity improvements. The last few years had been tough for energy companies. Low oil prices have seen capital projects cancelled and costs cut to the bone. Wood MacKenzie believes that oil and gas companies, especially, are coming out of survival mode and are set for renewing investment in growth. However, I’d say that the focus on operational efficiency is now ingrained at most energy companies. As Wood MacKenzie points out, one reason that companies can begin to re-invest is that the focus on operations to create revenues has improved cash flow generation. Energy companies are far from out of the woods just yet. The result of years of retrenchment, according to Ernst and Young, is that over 50% of global oil and gas production comes from assets that passed the midpoint of their life cycle. We all know that the older assets get, the less reliable. We may want 100% production and 100% uptime but that is not going to happen. Things go wrong. In fact, Ernst and Young reports an 11% year-on-year decline in E&P operational efficiency between 2008 and 2012. Putting a value on operational change management Delivering a structured approach to change management at an operational level boosts efficiency and productivity by reducing the errors and accelerating workflows and collaboration across the organization and with external parties. It is only one element of operational excellence but it can be highly significant. Ernst and Young predicts that operational costs for major oil and gas suppliers increases at 2.85% per annum – which will see costs rise from just under $250 billion in 2017 to over $280 billion in 2020. The consultancy suggests that there is the potential for $25 billion savings to be made between best-in-class and average operations. In a presentation for Digital Energy Journal, Haliburton discussed the ‘power of the 1%’ – the ability to find a small improvement in operations that brings major benefits. If effective change management can achieve only a 1% improvement – using EY figures – that’s a $250 million saving. In practice, excellent change management offers far greater rewards. Implementing effective change management I define operational change management as the process of improving workflows to minimize the time, effort and cost of delivering peak asset performance. From something that was primarily paper-based, we’re moving to a completely integrated operations and maintenance environment. This means more than digitization. It requires a highly structured approach – underpinned by a central EIM platform – to the capture, management and sharing of information within the change management process. There are five key elements to delivering effective change management: Integrate your Plant Maintenance scheduling system with your critical engineering content: As work orders are issued to the maintenance engineers, links should be generated to lead the engineer to the relevant and up to date documentation required to undertake the task safely and successfully. Capture & coordinate content change: As the plant is modified during a maintenance task, you have to be able to capture all change requests and automatically associate all relevant content to that request. Any necessary revisions to documentation only occur after the changes have been approved. Automate notifications & acknowledgements: All updates to documentation have to be circulated to the people who need them. The process should be fully automated not only to ensure access at the proper time but to also facilitate an audit trail for compliance. Review & approve changes: You require a central system that allows all changes to be managed from a single package. There needs to be stringent version control so all participants know that they are working on correct – and the most up-to-date – information. Share & collaborate: As industry partnerships and cooperation grows, you require an automated and secure means to exchange documents with external parties. The shared information has to be correct and tracked – all changes have to go through exactly the same change and approval process as internal documentation. In this way companies can create a fully end-to-end change management process (see figure 1 below) that has benefits beyond improving the efficiency of operational changes. The energy industry is the midst of a major skills challenge. It’s not just assets that are aging! As people retire or move, essential skills are being lost and are not easy to replace. A digital change management approach lessens that burden on knowledgeable staff and reducing the training overhead for new staff. Figure 1. A structured end-to-end change management platform If you’d like to hear first hand how OpenText is helping the world’s largest energy companies achieve operational excellence, there’s still time to join us at this year’s Enterprise World. There are still a few place left so register today.

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Finding Peace in Wiesbaden – Compliance as Part of the Process

document management

Located in the heart of the Rhine-Main Region, Wiesbaden is the capital of the Federal State of Hesse and home to over 275,000 citizens. Though historians believe the town was established around 121 A.D. (or earlier), today Wiesbaden is transforming itself into a modern economic, cultural, and socially-astute regional powerhouse. I recently had the opportunity to walk the streets of Wiesbaden and was impressed by the beauty and efficiency of this growing city. From famous warming spas to busy markets; open air concerts to a wealth of internationally recognized convention centers, Wiesbaden has something for everyone. And I began to ask myself “How do they do it? How do they make this dynamic town tick with the peaceful precision of German clockwork? What’s their method?” I had the good fortune to be introduced to one of Wiesbaden’s Head Deputy of IT, Dr. Thomas Ortseifen. He explained that only a few years ago when a local resident submitted a form or application, the local administration did their very best to process it smartly and in optimal time, despite the fact that the process was manual and paper-based. Whole archives were filled with almost 250,000 file folders. Sometimes they stored the same files multiple times and could not find information, which they need for their daily working processes. To meet the challenge, the political leaders decided that the city of Wiesbaden, always a pioneer in innovative IT solutions, should adopt a comprehensive e-governance platform, and as a result the city adopted an e-file document management system, powered by OpenText™ Documentum. The OpenText system empowers city administrators with comprehensive e-filing and electronic document management capabilities to automatically transform paper-based processes into digital workflows. Forms and applications are processed in moments today. Employees can find and share any document within a repository of millions at the click of a mouse. Compliance is now part of the processes. Serving Wiesbaden citizens is a pleasurable study in efficiency. Those thousands of folders have been replaced with a secure electronic storage system. And the savings in archives and time have been fantastic. After speaking with Dr. Ortseifen I thought to myself, “Now I know the method. I know why this changing city can operate so efficiently!”  The answer is: OpenText Documentum. Since that trip, Wiesbaden has become one of my favorite destinations. I look forward to visiting again so I can stroll through its peaceful streets and admire the city’s beauty.

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90 Days in – Attend new ECD Product Roadmap Webinar

ECD product roadmpa

It’s been nearly 90 days since OpenText acquired the ECD business that includes Documentum, InfoArchive and LEAP. Having joined OpenText through the ECD acquisition, and with my ECD product management background, I thought it would be helpful to share some of my thoughts and insights from my first few months with the company, and the great progress I’ve seen during the transition. Commitment The OpenText Executive Leadership Team has unequivocally reinforced our commitment to the ongoing support and investment in ECD and our customers. The recently unveiled Documentum Suite roadmap clearly demonstrates a renewed focus on customer value through innovation and integration. While there has been some question of overlap, it is now very clear that the OpenText™ Content Suite and Documentum products address different use cases. This also extends to the Captiva, Life Sciences, Energy and Engineering, Public Sector, InfoArchive, and LEAP offerings that are now part of OpenText. These applications allow OpenText customers and partners to create user-focused solutions built on top of a micro-services SaaS architecture. This strategy has cemented OpenText as the leader in ECM. Our Progress Since January We heard your feedback, and since the acquisition closed, we have been laser focused on product strategy and the roadmap. With new OpenText offerings available for integration we began evaluating, in earnest, ways in which to bring immediate value to ECD customers. One such opportunity was OpenText™ iHub integration within the ECD Life Sciences suite, which Muhi Majzoub, OpenText EVP of Engineering, demoed live on the main stage at the recent Innovation Tour in Europe. Life Sciences customers now have a historical view into the time required to bring prescription drugs to market across geos, providing drug companies with better insight into planning for the rollout of drugs across the globe. iHub integration is also planned across the Documentum Suite to provide customers additional insight into the Documentum platform and user applications such as xCP and D2. And this is really just the beginning! We have much more detail to share on roadmap and integration plans for the full suite of ECD products, including InfoArchive, Captiva, and our industry solutions. ECD customers should rest assured that innovation in their products is alive and well and as Adam Howatson, CMO, said, “we will power our customers’ digital transformation.” I hope you will join us for the coffee talk on April 28 and take advantage of the opportunity to learn more first hand.

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OpenText Content Suite and Documentum ECM Platforms Both Ranked as “a Leader” in Two New Forrester Reports

Forrester

Forrester Research, Inc. has just released two reports on the state of the ECM technology landscape, their Forrester Wave™ evaluations of Transactional Content Services[1] and Business Content Services[2]. In each report, both the OpenText™ Content Suite and Documentum product groups were ranked as “a leader.” So, two reports, two positions as a leader in each one for the OpenText ECM portfolio. We’re pretty happy right now. In case you’re not familiar with the Forrester approach to evaluating the ECM marketplace, back in 2015 their analysts decided one report was no longer enough to capture everything ECM platforms were being tasked with covering in the modern enterprise. They split their analysis into two focus areas: Transactional Content Services (TCS) –  focusing on ECM platforms’ ability to drive automation, efficiency, and paper elimination by integrating into high-volume, highly structured business processes. Content here includes the invoices, statements, web forms, scanned documents, and more that result from ERP, BPM, HCM, SCM, and CRM systems. Business Content Services (BCS) – focusing on managing the documents, emails, spreadsheets and multimedia that result from knowledge workers’ day-to-day activities. ECM platforms are evaluated on their ability to simplify user interaction, improve collaboration, and apply governance controls. Both reports score vendors’ performance in three primary categories: Current Offering, Market Presence, and Strategy. And our ranking in the latter is what makes the 2017 Forrester evaluations truly invigorating for us. The Content Suite and Documentum platforms each received the highest score among all vendors in the “Strategy” category of the Transactional report, and among the highest Strategy scores in the Business report. According to the Transactional report, “ECM vendors must show coherent technology, go-to-market, and partner strategies to help their customers be successful and manage their transactional content within a broad information ecosystem. This ecosystem includes on-premises and cloud-based enterprise applications, mobile use cases, and interoperability with other content management systems.” We believe these scores validate our vision for the future of ECM — a strategy that crystallized last year with the launch of Content Suite 16; and took a huge step forward with our investment in Documentum. In our view, successful ECM solutions of the future will allow organizations to leverage their current systems with the application of lightweight, purpose-built service apps to solve targeted business problems. Cloud-driven, user-friendly, and low-effort, these content services will reside in the background and will be fully integrated to promote productivity on both sides of the firewall. For OpenText, this means converging the strengths of two, class-leading platforms and extending their effectiveness with innovative new services built on LEAP technology. We feel Forrester has recognized the potential of this direction, and are more enthused about the possibilities than ever. Regardless of your role in ECM or current solution provider, the TCS and BCS reports from Forrester offer thought-provoking insights into the future of ECM. Download them and then join us at Enterprise World 2017 to carry on the conversation. [1] The Forrester Wave™: Enterprise Content Management — Transactional Content Services, Q2 2017 [2] The Forrester Wave™: Enterprise Content Management — Business Content Services, Q2 2017

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European iTour – Inspiration in 5 Cities

iTour

Over the last two weeks of March, the OpenText Innovation Tour took us to meet customers in London, Paris, Munich, Stockholm and Eindhoven. It was a great few weeks with inspiring keynotes and customer presentations, interactive sessions with customers and partners, and many informal discussions on topics of interest. Highlights of iTour included: Mark Barrenechea shared his vision on digitalization trends and their impact. He concluded that “We will all be software companies,” with examples such as the 100 million lines of code that are now part of modern cars. Mark also walked us through how the “Juice has to be worth the squeeze” with digitalization, and how Release 16 delivers on that promise. Mark and James McGourlay shared the stage as they elaborated on OpenText’s Customer Centric mission and measures. Muhi Majzoub shared the product roadmap and previewed demos of new solutions that will be launched in time for Enterprise World. Of particular interest was the Documentum Life Sciences Solution – which now includes Analytics as they were integrated in first few weeks after Documentum joined the OpenText family. Muhi also showed a preview of PeopleCenter, the new SaaS application being built on Process Suite. The ECM Product team also presented a more detailed roadmap with planned advances for Content Suite, Documentum, Leap and other products. Rooms were full to overflowing for these presentations and customer feedback was great. These events provided opportunities for quality discussions with customers. Customers are looking for help managing their system due to issues with quick and effective problem resolution when their EIM system is managed internally or by a general system vendor. This is a typical scenario that causes customers to consider moving their application into the OpenText™ Cloud where we can manage it for them. In some cases they would like us to manage the application on-premises and then migrate and upgrade it into the OpenText Cloud. Customers considering upgrades wanted to discuss upgrade strategies. Should they upgrade as is and then add new functionality as a phase 2? Should they add some new features on day 1 to show immediate benefits to their users? Should they upgrade on-premises and then move to the cloud, or move to the cloud and then OpenText does the upgrade for them? OpenText recommends that we meet with their team and jointly determine the business drivers for upgrading, the expected benefits, as well as providing initial upgrade guidance. When upgrading, customer goals vary and that can drive different strategies for the upgrade project. As one of our Professional Services presenters said, customers tend to do one upgrade every few years whereas our Professional Services team does them every day. We can help! European customers in particular are looking at data protection, privacy and the growing set of compliance regulations such as the mandate to keep EU data solely within the European Economic Area (EEA). There were discussions on the General Data Protection Regulation (GDPR), the new standard taking effect in 2018 and options for managing to this on-premises and in the cloud. It seemed like many of the conversations at this year’s Innovation Tour were more about when to move to the cloud and how to prepare for it, rather than whether or not to consider it. Regardless of industry, customers are increasingly looking for cloud and hybrid options. I came home tired and inspired after so many great meetings and discussions with customers, partners and colleagues from around the world. I can’t wait to continue the in-person discussions at Enterprise World in July!

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Enterprise World 2017 Can’t Come Soon Enough for the Combined OpenText/Documentum ECM Team!

As with most things in life, one success lays the foundation for another. The first was the announced acquisition and integration of Documentum into OpenText, the next was participation at the 2017 AIIM Conference, both of which have excited and energized us as we march toward Enterprise World 2017 in July. Our participation in the annual AIIM Conference was our first “family” outing since the acquisition and it proved that OpenText and Documentum were meant to be together. Documentum is definitely home at a dedicated software company! We covered a lot of ground in Orlando; welcoming Documentum customers into the OpenText fold, engaging in more than a few enlightening conversations about ECM for today and tomorrow, and demo’ing a raft of advances across numerous product lines. Hosting the OpenText community in our own backyard (figuratively and literally…it is in Toronto!) is going to provide even more opportunities for ECM practitioners to discuss, listen, and learn about the changing face of content management. Even More ECM This year’s Enterprise World has been significantly increased to provide full value to both OpenText and Documentum customers. By popular demand, the “hands-on” demos, labs, and the ever-popular Expo showroom will be expanded. And the slate of ECM-oriented technical sessions has grown by 50% to address all the training, product update, and how-to possibilities for the range of OpenText ECM solutions. Here are a couple of can’t miss breakouts that should be on everyone’s agenda: OpenText Content Suite Advancements and Innovations: Content Suite continues to expand its capabilities, solve more business challenges, and extend into more leading applications. Join our product experts for a review of the past year’s most important advances and a look into what’s coming in the near future. Documentum is now OpenText — What’s New and What’s Next?: A dive into the forward-looking strategy for the Documentum ECM portfolio, exploring the current innovation roadmap for Documentum as well as how OpenText adds interesting technology and capability opportunities to our future roadmap. What about ECM’s future? We’ll be giving full, thought-leadership attention to a pair of the most fascinating and thought-provoking subjects in content management today: the evolution of ECM into a more service-based ecosystem and the convergence of OpenText and Documentum into a leading force in this emerging frontier. Both OpenText and Documentum customers will be able to dive into future-think keynotes, customer stories, roadmaps, development strategies, product integrations, and more that speak directly to them. Last, but most certainly not least, my favorite part of every Enterprise World — meeting and connecting with our customers and partners — is going to be even better this year, too. Welcoming a whole new group of Documentum customers to the family is going to be incredible – immerse yourselves, join the community. We’ve all got so much we can learn from each other. Enterprise World 2017 is where it starts!

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Thoughts From AIIM 2017 – and the Heart of ECM

ECM

Social media has changed almost every way that we interact. Even volunteering for extra work in your own company. Not three minutes after I tweeted that I was not going to attend AIIM this year, I received an email asking if I was serious about wanting to attend. It was a sly way of getting me to volunteer for three days in the booth with OpenText, but to be honest, I was glad to have the chance to do it. The AIIM conference is a great place to reconnect with industry leaders and customers to take the pulse of the ECM business. With all due respect to those who title blogs to the contrary, the heart of ECM is still beating In technology we cling to acronyms the way a shipwrecked sailor holds on to driftwood. ECM is no different. It has defenders and no small number of detractors who argue for its replacement. I am of the opinion however that we spend far too much time debating what to call it than actually doing something productive with it. Fortunately there were many very productive conversations at AIIM 2017. This year, AIIM was especially important because it was one of the first opportunities to talk to free range customers about the acquisition of Documentum by OpenText. For Documentum customers, the message is clear – your investments are safe and these are not products that will simply sit on the sidelines. To do otherwise  simply does not make good business sense. Similarly AIIM was an opportunity to give some OpenText customers a first look at what new toys are in the box for them to explore like LEAP and InfoArchive. After attending this conference I can see no value in replacing, retiring, or even updating the acronym ECM. It is good for what it is in the right context. That said, OpenText is not just about content. Look at the home page and you will find we talk about Enterprise Information Management. It is not an either EIM or ECM situation but rather one is inclusive of the other. In the keynote John Mancini suggested moving away from Enterprise to Intelligent Information Management as a way to describe what we do. I like the use of the Information but I do not know anyone who would want Unintelligent Information Management so the message may not be as clear as it seems. More semantics. Going beyond semantics – Content Services What does change the conversation is the idea of Content Services and it was a frequent topic in my discussions. At some level it is really the same thing, but I do believe this is a shift in thinking. As you define your business challenges and understand how content is part of them, a services design mindset is fundamentally different from the past approaches. Content services suggests a repository agnostic, API defined transactional model rather than the enterprise platforms driven by traditional ECM. You can obviously solve many of the same problems with both approaches but the model suggest CS would be more nimble, responsive, and dare I say, a less expensive option over time. The balance we must strike moving forward is how to thoughtfully migrate content workload into this model without sacrificing past investments in content systems and the information they contain. Decomposition of a problem into meaningful segments that can be solved with discrete solutions made up of common services is new in ECM. The monolithic systems of the past were driven (by customer demand in many cases) to solve every conceivable problem in a single offering. We can eventually provide all these services in the cloud in products like LEAP, but it is important to note that this does not need to be a rip and replace strategy. Many existing systems can also be engines behind some of these services for those not ready to make that jump, while keeping their existing systems up to date. Content services is not just another term for cloud delivered ECM or EFSS. In building cloud ECM, some have confused user influence over the buying decision and adoption with ownership of the information assets themselves. The “E” in ECM seems to move from “Enterprise-managed” to “Employee-managed.” While this design focus has had obvious benefits in experience, it sacrifices a critical point. Ownership of the content. Ultimately, does a user or a process own the asset. The last time I spoke at this conference was in 2011 and pointed out even then that we needed to “appify” our existing ECM solutions. The context then was part of a mobile content management experience. This is, in fact, what products like LEAP are doing at the layer above content services. Regardless of your acronym of choice, it is an interesting time to be a part of the AIIM community and the OpenText ecosystem.

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Documentum and OpenText for Life Sciences – Moving Beyond FUD

documentum

Now that a couple of months have passed since the ink dried on the OpenText deal for Dell EMC’s Enterprise Content Division (ECD), I thought it was good time to offer my viewpoint on what this acquisition means specifically for Life Sciences. Some have questioned OpenText’s commitment to Documentum and future investment in the platform. Some have questioned the amount of investment that will be made to product/solution enhancements and innovation. However, only OpenText has the depth and breadth of Enterprise Information Management (EIM) solutions that can deliver the future that Documentum customers deserve – while offering a whole series of synergies for existing OpenText customers. Sir, step away from the FUD… I don’t want to dwell too much on the past but I’d be sharing no great insight to say that Documentum was never a perfect strategic fit for Dell or EMC. EMC had made it explicit that continued investment in the platform might be limited. It was an open secret that the company would look to divest itself of ECD. The only question was to whom. Many industry experts had suggested that the venture capital route was most likely, but this would always have left the shadow of future disintegration and sell-offs of the Documentum solution set. OpenText offered a completely different approach. Our solution sets are complementary and together offer a path to further develop and innovate in the ECM space. Our competitors – even those that have tried to spread some FUD (fear, uncertainty, doubt) – would struggle to suggest that we are not a perfect fit. More importantly, the OpenText deal ensures the investment that the Documentum platform requires to fulfill customer needs. In technology solutions, as we are all acutely aware, if you’re standing still then you’re going backwards. It would have been unthinkable to let that happen to Documentum. In reality, this deal marks the end (not the continuation) of the uncertainty about Documentum’s future. Where do we go from here? The Documentum Life Sciences Solutions Suite was the pinnacle of EMC’s approach to take a solutions-based approach to delivering on customers’ pain points. I’m afraid the first thing we’ve done you may find fiendish. We’ve put the word ‘OpenText’ in front of it! The next thing we’re doing is setting out a roadmap to ensure the platform meets your needs today and into the future. We’re doing exactly the same thing with other ECD product sets – such as LEAP – so that existing Documentum customers can be reassured that our solutions will always remain a strategic investment. But, as I said, standing still is going backwards. Our belief in the Documentum platform was only part of the reason that OpenText was interested in this deal. Our strategic direction has long been to assist our customers to access the full potential of EIM. This means bringing ECM together with enhanced records management, analytics, and BPM into a single, coherent, end-to-end platform. We believe that this approach is the only way to fully release the value of information held within an enterprise and provides the foundation for Digital Transformation. Life Sciences companies can select (or maintain) either the OpenText or Documentum ECM platforms and expect to receive the same level of native integration into OpenText’s Discovery, Case Management and Customer Experience portfolios, as well as industry-specific solutions, reflecting our combined decades of experience and best practice. Bringing immediate value to customers Beneath this strategic direction, there are a number of actionable synergies that can immediately benefit both OpenText and Documentum Life Sciences customers: Extended solution portfolios – In areas such as analytics and B2B integration, existing Documentum customers can build out the capabilities of the Documentum for Life Sciences Solution Suite and leverage best-in-class OpenText solutions, such as Marketing Content Management for Life Sciences. Existing OpenText customers can benefit from ECD solutions such InfoArchive. Enterprise Application Integration – OpenText’s close relationships within its partner network introduce seamless integration with enterprise applications such as SAP, Oracle, Salesforce, and Microsoft for Documentum customers. Cloud and IaaS – The OpenText Cloud delivers the ideal platform as Life Sciences companies to transition from on-premise to Cloud-based solutions. You have the confidence that you are with one of the world leaders in Infrastructure as a Service (IaaS). I know it is natural to be cautious when large deals like this happen – and only time will show that what I’m saying will happen – but I’d like to think that you are as excited as I am about what this means for current and future customers. To summarize, the OpenText Documentum for Life Science Solution Suite has the investment it needs and a talented team to drive its functionality forward. Additionally, we’ll continue to help Life Sciences organizations realize the potential of EIM to deliver the real benefits of Digital Transformation. If you’d like to find out more about how this new union will affect your organization, please contact your Account Executive or click here and someone (maybe even me!) will call you. In addition, OpenText will be unveiling its strategic plans in more detail at this year’s Enterprise World, in Toronto, Canada, where we will have a full Life Sciences program designed to help maximize your investments in OpenText (including Documentum) platforms.

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The Future of ECM is Coming Into Focus: Here’s Where to Start

ECM

Enterprise Content Management (ECM) is changing. It’s an idea everyone involved in content management has heard with increasing frequency over the past couple of years, and it’s driven by the reality that Enterprise Information Management needs are changing immeasurably. Enterprises are now embracing simple, lightweight solutions, ones that nimbly address highly varied and very specific productivity and control issues. These applications can be either in the cloud or on-premises and —like blocks in a foundation — build on each other to result in optimal ECM coverage. It’s a different approach than the traditional methodology of attempting to blanket the entire organization with an all-encompassing ECM solution. And it’s such a step-change in concept and practice that the respected analysts at Gartner have even decided that ECM doesn’t cut it as a sector name anymore. In their estimation, the new topography is better encapsulated by “Content Services,” a nod to the decentralized, purpose-built applications that organizations find much easier and effective to implement. Now, all this may promise unheralded levels of agility and integration, but I can also see LOB and IT execs shaking their heads and thinking: “We’ve just spent a decade investing in our ECM infrastructure. Are we starting all over?” No!  The short answer —and single, most important thing to remember — is: No. The key to sustaining momentum and achieving future ECM success is centered around building on what you already have. There’s just a new way of thinking about what comes next. Resources to Speed your Learning Curve Over the past month, I’ve had the opportunity to participate in a few initiatives with the industry experts at AIIM that have gone a long way to helping explain this path forward: First up was an extremely well-received roundtable webinar inspired by the completion of the OpenText acquisition of Documentum. This must-see webinar for OpenText AND Documentum customers provides straightforward, detailed insight into our vision for the two product families, including future integration plans. This overview morphed into a wide-ranging panel discussion on what the overall future of ECM looks like and the competencies organizations need to have to excel in this new world. That was followed by a pair of related events; the release of an AIIM-authored eBook, “Revolution of Evolution? 10 Strategies to Navigate the Shift from ECM to Content Services” and an accompanying webinar, Next-Gen Information Management — Succeeding in a New Era. Both provide excellent insight into the context behind this shift in ECM strategy, the constants that will always hold true, and the questions and actions organizations need to address to chart their journey. Start by reading the eBook, then view the accompanying webinar-on-demand. Next up is the annual AIIM Conference in Orlando, Florida from March 14-16. OpenText and Documentum experts will be at the event, including hosting a number of sessions on understanding and capitalizing on the evolution of ECM. If you’re planning on attending, book a 1:1 meeting with us, there’s no better way to get up-to-speed than connecting face-to-face and asking what this all means for you.

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OpenText ApplicationXtender 8.1 SP1 is Here!

ApplicationXtender

ApplicationXtender is now part of OpenText. Like you, we’ve always known that ApplicationXtender was a jewel within the Dell EMC Enterprise Content Division, but now that we’re part of OpenText, it’s great hearing this validation from our new colleagues as well. If you’d like to know more about the ECD integration, we recommend you read Stephen Ludlow’s recent blog which will also point you to the recording of an interesting AIIM webinar. OpenText invests in products and technologies that have the opportunity to address new markets and opportunities. ApplicationXtender fits into this category, offering a quick-to-implement and easy-to-use solution for companies and departments that don’t have the budget or IT support for a full-scale ECM implementation. As early proof of this commitment, we just launched the first service pack for ApplicationXtender 8.1: Certification / Security for Microsoft Windows Server 2016, SQL Server 2016, and Microsoft Office 2016 Image Capture Supportability update and PDF rendering performance enhancements Microsoft Office Integration Supportability update Cumulative Patches If you are new to ApplicationXtender or haven’t moved to ApplicationXtender 8.x yet, you may want to know that ApplicationXtender is a scalable, cost-efficient document management solution, optimized for line-of-business content. With ApplicationXtender 8, we’ve started our mobile and cloud-first journey, with a long list of enhancements over previous versions. Take a look: Mobile-enabled, with an intuitive user interface, no plugins required Cloud-ready, for public, private or hybrid cloud deployment Easy to learn! Users can stay in their familiar business applications. They can easily view content without invoking the application that created them Rapid to deploy, requiring minimal IT involvement Based on open standards such as RESTful Services and HTML5 Available in English, German, Simplified Chinese, Brazilian Portuguese, Spanish, French, Italian We’re excited not only about this release of ApplicationXtender, but its future as well! Learn more about ApplicationXtender here. Existing customers current on maintenance can access the latest release of the software by visiting the Dell EMC Support site.

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Webinar Outlines a Bright Future as OpenText and Documentum Come Together

Documentum webinar

On February 2, I had the good fortune to participate in a very interesting webinar hosted by AIIM. Inspired by the new union of OpenText and Documentum, the event brought together a variety of experts to discuss what the pairing means to customers of both, the partner network, and the industry in general. And the interest was certainly there — registration numbers were some of the highest AIIM has ever seen. Well, we covered what we set out to, and more! The roundtable discussion and subsequent Q&A session were wide-ranging and dynamic, addressing the concerns of the customer base and future product integration plans, but also delving into a wide open sharing of views around the present and future state of ECM and the skills that organizations are going to need in order to be successful. If you didn’t get the chance to attend the webinar, then setting aside some time to listen to the webinar-on-demand would be 60 minutes of your time well spent. Regardless of your current solution provider or your role in ECM, there’s some thought-provoking perspectives on topics like “the difference between ECM and Content Services” and “the kinds of technology and business competencies an organization needs to have – or develop – in order to embrace this shift toward content services.” I hope you enjoy it as much as I did. Finally, please join us on February 14 as AIIM Chief Evangelist John Mancini and I connect once again to present Next-Gen Information Management — Succeeding in a New Era. We’ll be examining the emerging age of Content Services and what that means to the traditional concept and practice of ECM. Sit in to gain valuable insight into the changing definition of ECM and learn the next steps that will allow you to prepare for the future while maximizing your current investment. Here’s hoping everything OpenText and Documentum do together in the future is as great as our first webinar!

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Join us for a Special AIIM Webinar Discussing the OpenText Acquisition of Documentum and the Future of ECM

AIIM webinar

The deal is sealed! Today, OpenText announced that we’ve finalized our acquisition of Dell EMC’s Enterprise Content Division, including the Documentum product group. When the proposed purchase was first announced last September, it generated speculation and opinion. Now, as the teams formally begin working together, it’s time to have an honest, straightforward conversation about what this union of leading ECM organizations really means to customers, to the combined partner network, and to the larger ECM marketplace in general. To help answer these questions, I’d like to invite you to a unique webinar on February 2. In partnership with AIIM, it will be part round table discussion, part Q&A session, and all valuable insight providing answers to the questions you may have. The roundtable will feature AIIM Chief Evangelist John Mancini, OpenText product experts, a successful Documentum partner, and the highly respected analyst Alan Pelz-Sharpe from Digital Clarity Group. The wide discussion will range from where ECM has come from, to upcoming integration strategies, and then to where ECM is headed next. Discussion should be lively to say the least! Please join us and register to attend here.

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OpenText Strengthens EIM Portfolio with Completion of ECD Acquisition

In September, OpenText entered into a definitive agreement to acquire Dell EMC’s Enterprise Content Division (ECD), including Documentum. I am delighted to announce that as of today this acquisition is complete. The addition of ECD’s 25+ years of leadership in Enterprise Content Management (ECM) further strengthens the OpenText product portfolio and our commitment to delivering the most functionally complete Enterprise Information Management (EIM) platform in the market. This acquisition provides exciting opportunities for current and future OpenText customers. Existing customers will benefit from a more functionally complete EIM platform while the ECD customer base will benefit from integration into OpenText technology, as well as gaining access to the number-one EIM Cloud and OpenText SaaS applications via flexible, on-premises, cloud, or hybrid deployment options. Specifically, the addition of Dell EMC’s offerings from the Documentum, InfoArchive, and LEAP product families will help to fulfill our strategic vision of growth and leadership in all sub-segments of the EIM market. Our EIM offerings will be enriched by industry-packaged solutions and deep customer relationships across the globe. Along with product enhancements and a worldwide customer base of more than 5,600, the acquisition brings 2,000 talented ECD employees to the OpenText family. Together, we will be over 10,000 professionals strong, focused on customer success in EIM and enabling the digital world. Investing in innovation and development is a key objective at OpenText. As we continue to grow and expand into new markets in meaningful ways, I’d like to welcome ECD customers and employees to OpenText, a focused and dedicated software company that lives, breathes, and sleeps EIM software. Given the importance of the announcement, the ECM Community will be gathering together for a candid discussion of the marketplace and how the acquisition fits into the future of content management. Attend the roundtable session. For more information about this acquisition, read the press release.

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20 Years and 3 Minutes: The Most Thought-Provoking Comments from Energy Industry Leaders

energy

I admire leaders who make you think, long after their presentation or keynote is over. Here are three ideas I found “most thought-provoking,” after I reflected on all the industry events I attended this past quarter. I hope you will share your own reactions and comments about my selections, but also share any great points you have gleaned from your industry interactions. 1 – “We want to make decisions within three minutes” This is how a panelist from Chevron defined Engineering Information Management, a super-set of Enterprise Content Management, at AVEVA World this October. There was silence, and a long pause among the rapt audience as this comment sunk in. It was not about technology. It was not about process integration. It was about how the company could increase business agility in utilities or power plants, once all the technical innovation was in place. What I like about this comment is that it brings to life a best practice we strongly believe in at ECD – leading with your business objectives. It also expresses the business vision in a statement that is both simple and controversial. By starting with this well-articulated goal of three minutes, the right conversations will undoubtedly start happening: “Then we would need to access approvals from our smart phones.” “We would have to add automation to the offshore piece of the process.” You can imagine how much faster the brainstorming could occur and utilization of technology could begin, if you start with this kind of statement. 2 – “How do you shoot a cannon?” It turns out that firing a cannon includes a process step of pausing, as I learned from the “Transforming Engineering Project Delivery” panel at AVEVA World. When cannons were used during times of war, this step prevented accidents and human injury. Modern firing equipment, however, no longer requires such efforts – yet it still took twenty years to eliminate this step. To me, this is a relevant insight applicable to Enterprise Content Management in today’s multi-faceted enterprise. Perhaps it was multiple acquisitions, staff turnover, or fondness for tradition, but whatever the cause, many of today’s plant processes have never been revisited or improved. As digital transformation takes hold, companies are now starting to approach their workflows with an open mind. Do we really need legal review of a document before it has been through VP approval? Why are we still storing architectural drawings on paper? What good is a photo badge ID if 90% of our workers are remote? As this speaker emphasized, some processes are carried into modern times even though they are not needed anymore. There is no reason to let outdated issues wait years before phasing them out. By breaking habits and looking at our work anew, we may save time or better service customers. 3 – “Raise your hand if….” This panelist at our recent Digital Transformation in the Energy Industry breakfast asked the crowd for a show of hands if anyone is able to enter an asset tag number into a system and quickly locate all the documentation about that asset – enough to get your job done. Surprisingly, NO HANDS went up. This exemplifies how fundamental document management is so critical to basic operational efficiency. With all this talk of digital transformation, big data and predictive analytics, it seems that we have a long way to go with getting practical and down to earth with the simple stuff. This can be made easier these days, as ECM solutions are delivered in more modular ways, and the cloud allows greater elasticity. Bonus – We Still Need Humans I’d like to add one bonus round to this collection. It’s not exactly a number four, because it actually relates to all of the points above. What I heard at more than one of these events is that we cannot assume technology will take the place of human determination or human judgment and setting standards. In at least two cases, presenters shared how they used to have paper document controllers and central ownership over content. In both cases, once they digitized (without staff accountability or a structured system), the organization lost its standardized approach to retaining and sharing knowledge. Either each person individually updated a document in different ways, or each thought the other would update a document — until nobody updated documents consistently at all. No process steps, standardization rules or workflows were developed together with the technology. As the pace at which companies deliver services and interact with stakeholders only accelerates, I would argue there is an even stronger need to standardize. Using ECM together with your human experts brings efficiencies to new levels, tapping the strengths of both. This is one of many reasons why we design in features like vertical-specific standards, the ability to collaborate with multiple reviewers, and track changes to as-built documentations. So as we look ahead to more digital transformation and continuous improvement in our industry, let’s think about the points these smart leaders have shared. What can you add to this list? Have you heard great points from other industries that still apply to the energy sector?

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Wrapping Up 2016

For many, this time of year is full of the hustle and bustle of the holidays, preparing for time with families, and pondering what the New Year has in store. For Team ECD it’s no different, only this year there’s additional activities, excitement and anticipation about the road ahead as we prepare to join forces with OpenText.  With this in mind, I wanted to take a moment and provide an update on progress to date and unwrap a little of what’s to come. Do You Hear What I Hear? It’s hard to believe that we just passed the 90-day mark since signing the agreement with OpenText in September. Since then, the focus has been primarily been on you, our valued customers and partners. We’ve spent hundreds of hours talking with you and receiving feedback at events in the U.S., Momentum Europe in Barcelona, and a multitude of 1:1 meetings across the globe. As always, our goal is to be as transparent as possible with our ECD family and ecosystem, and we hope you’ve found these interactions as valuable as we have. On a tactical level, the main driver behind our “hustle and bustle” has been to ensure consistency and continuity – everything from the products to the processes to the people – we want to make the transition as seamless as possible for you. It’s Beginning to Look a Lot Like Closing… There has also been tremendous effort focused on delivering the items that are needed for regulatory approvals and closing the deal. I’m pleased to report that everything seems to be moving ahead as planned. Just as we were all fortunate to participate in the close of the Dell EMC deal, the team is looking forward to celebrating this next step for ECD in the New Year. As we get closer to finalizing a close date, we will share opportunities for you to get involved and celebrate with us. A Toast to You It’s been an amazing 2016, with big, successful events like ECD Ready, Momentum in Las Vegas and Barcelona, and Customer.Next. We’ve delivered more than 65 products, solutions and betas over the past 12 months, with major initiatives across the product families, including the release of 5 LEAP apps and the LEAP Platform beta; Documentum 7.3 with significant updates to the full Documentum family and vertical solutions; and the introduction of extreme archiving with InfoArchive 4.0 and Clinical Archiving 2.0. We’ve been recognized as a leader by five industry analyst firms, including our 13th time as a leader in the Gartner Magic Quadrant for Enterprise Content Management, and have won multiple product and strategy awards. And it’s all for, and because of, you. On behalf of the entire ECD team, I’d like to raise a virtual toast to you – for your continued business, loyalty and friendship. Cheers and best wishes for a happy holiday season and a joyous new year!

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Personalizing the Customer Experience is the Key to Success in 2017

personalized customer engagement

As consumers, nothing is worse than a bad customer service experience. Most of us have experienced entering information in an automated phone system as fast as possible in hopes of eventually talking to a real human. But when we finally got a real human on the line, instead someone ready, willing (and able) to solve our problem, we were made to first verify our name, address and birthdate and remember some obscure PIN number. And then after all that hassle – it turned out our issue couldn’t be solved – at least not right then by the person we were talking to – yet that person had the gall to ask “is there anything else I can help you with?” before ending the call. According to Forrester’s 2017 predictions understanding and personalizing engagement with customers is one of the most prized leadership dimensions in today’s customer-led, digital-centric business landscape. In the consumer space, we’ve come to expect a personalized customer-service experience – intelligent call routing that gets us where we need to be faster, credit card fraud detection that proactively alerts us to purchases we didn’t make, and internet-enabled self service that lets us upload documents to accomplish transactions instead of faxing or mailing in paperwork then following up by phone. Not only does well executed, personalized customer service delight customers and turn them into brand advocates – it’s necessary for customer retention. Customer loyalty is only as strong as the last customer interaction – in fact it takes 12 good experiences to make up for one bad interaction. And customers are making good on their threats – 89% of consumers have stopped doing business with a company after experiencing poor customer service, and they’re four times more likely to buy from a competitor if the problem is service related vs. price or product related. In the B2B space, customers are looking to buy business outcomes – and demand their suppliers have more “skin in the game.” B2B buyers have become wary of sole-source contracts and vendor lock-in tactics – in fact they’re increasingly choosing “pay-by-the-drink” consumption models such as software as a service – that guarantees performance with Service Level Agreements – and they’re building systems with the mindset of being able to easily switch providers if they don’t get the service they expect. At ECD, our Customer Success practice offers a holistic approach to the personalized customer engagement. It starts with consulting services that help customers with upgrades and migrations or even creating custom mobile applications to search, view and browse Documentum. We offer Education Services that can fine-tune training to the customer’s needs – whether you’re unfamiliar with our products or an experienced user. And our Value Added Support Services take the personalized customer experience to the next level with technical account managers and dedicated support engineers who know the customer’s unique environment so they can do things like quickly resolve service issues or ensure upgrades are backward compatible.

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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!

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The Season of Thanks

Thanksgiving is the occasion that always signifies the beginning of the holiday season in some regions of the world, including here in the US. I think it’s very appropriate that the first thing on which we focus as we enter into the holidays is being thankful. Thankfulness is a globally relevant idea. It engenders grace, humility and reminds us to not take all our blessings for granted amidst our fast paced business lives. While this is a business conversation, first and foremost we must be thankful to our families and friends who provide the very foundation on which our business lives rest. We must thank them for their generosity with our time that we devote to our work lives. Today, I am also thankful for the fantastic and unique road that we with the Enterprise Content Division (ECD) have traveled over the past year. When we began 2016, few people could have anticipated what the future had in store for our organization. But in so many ways, the journey we have taken together has brought us closer and made us stronger both as a team and an organization. So, to start the holiday season, we’d like take a moment to express thanks for the following: • First, of course, we are extremely thankful for our team. Time and again through the year’s transformation, we’ve received glowing compliments about our tenacity, industry knowledge, innovative mindset and customer focus. These are all things that allow us to feel very confident about our future together in seasons to come. • We are thankful for our partner community. Our partners have not only joined with us in a renewed commitment to delivering superior results to our customers, but have also maintained a focused commitment to providing a superior customer experience all along the digital transformation journey. • We are thankful for our customers. They have been our thought partners and have continued to challenge us to get better. They have also been able to see beyond market noise and have maintained faith that ECD always has and will continue to provide the solutions that will best support their digital transformation and content management goals, both now and into the future. • We are thankful for those who joined us at our Las Vegas and Barcelona Momentum events and Customer.NEXT roadshows. The support and collaboration that so many of you brought back to us was great inspiration and confirmation of our efforts to provide the best user experience in the industry. We’d like to wish you all the happiest of Thanksgivings, as well as a holiday season that is as full of blessings as the ones for which we are so grateful.

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