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© 2012 IBM Corporation
New insights. Better outcomes.
IBM ECM Roadmap and Strategy
John Greene
© 2013 IBM Corporation2
Please note
IBM’s statements regarding its plans, directions, and intent are subject to change
or withdrawal without notice at IBM’s sole discretion.
Information regarding potential future products is intended to outline our general
product direction and it should not be relied on in making a purchasing decision.
The information mentioned regarding potential future products is not a
commitment, promise, or legal obligation to deliver any material, code or
functionality. Information about potential future products may not be incorporated
into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.
Performance is based on measurements and projections using standard IBM
benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including
considerations such as the amount of multiprogramming in the user’s job stream,
the I/O configuration, the storage configuration, and the workload processed.
Therefore, no assurance can be given that an individual user will achieve results
similar to those stated here.
© 2013 IBM Corporation3
3
Leading organizations rely on IBM ECM
* Lists of top companies/agencies sourced from Dun & Bradstreet Worldbase. ECM customer
information sourced from IBM Finance.
24 out of the top 30 banks worldwide*
15 out of the top 16 telecommunications companies
worldwide*
19 out of the top 23 insurance companies
worldwide*
56 of the top 58 government agencies*
21 out of the top 27 retail companies worldwide*
1200+ manufacturers worldwide*
© 2013 IBM Corporation4
4
Leading organizations rely on IBM ECM
* Lists of top companies/agencies sourced from Dun & Bradstreet Worldbase. ECM customer information sourced from IBM Finance.
24 out of the top 30 banks worldwide*
15 out of the top 16 telecommunications companies
worldwide*
19 out of the top 23 insurance companies
worldwide*
56 of the top 58 government agencies*
21 out of the top 27 retail companies worldwide*
1200+ manufacturers worldwide*
© 2013 IBM Corporation5
Great Market Opportunity and Growth
2012 Market CAGR 2015 Market Ranking
$4.25B 5.6% $5.23B #1
$1.48B 13.5% $2.44B #1
$2.5B 4% $2.84B #5
$2.63B 10.7% $3.91B #3
OVERALL ECM Market Oppty. $10.82B 7.8% $14.41B #1
• The ECM landscape is a $11B market opportunity growing at a 7.8% CAGR, and will reach
over $14B by 2015
• IBM is the largest vendor in the industry and is achieving double-digit growth in markets
where competitors are declining
Source: IBM GMV Market Insights 2012
IBM CONFIDENTIAL
© 2013 IBM Corporation6
• Document capture
automation
• Production imaging
• Enterprise report
management
• Platform
standardization and
consolidation
• Comprehensive case
management
• Integrated
collaboration and
rules
• Case analytics
• Document centric
workflow
• Office document
management
• Social content and
collaboration
• Content analytics
and assessment
• Enterprise search
• Content
classification and
tagging
• Master content
• Smart archive
• Records and
retention
management
• eDiscovery
• Disposition and
governance
ActivateCapture Socialize Analyze Govern
for reduced cost and risk
and put the content in context
for better collaboration and access
and identify patterns to gain insights
and gain control of the content to determine the value
High Value Solutions built on best-of-breed capabilities
© 2013 IBM Corporation7
Put content into action across specific business opportunities
Capture and manage unstructured business information
Reduce cost and risk associated with business information
11
22
33
ECM Portfolio spans three Primary Usage Categories
© 2013 IBM Corporation8
ESSENTIALS
CONTENT
1
© 2013 IBM Corporation9
Key Buying Occasions
ECM Consolidation / StandardizationEstablishing a common platform for enterprise content management services.
Consolidating vendors and establishing shared services to save cost and improve
enterprise infrastructure capabilities
Capture and Imaging solutionsAutomating the life cycle of paper-based documents from capture to business
process to archive.. reduced costs and faster cycle times
eBilling and Enterprise report managementUsing digital archive and statement presentment for cost savings & improved
customer service
Smarter Workforce – Social content solutionsImproving workforce effectiveness by adding social capabilities to content-related
processes. Managing and governing social content for reduced cost and risk.
© 2013 IBM Corporation1010
The need
• Respond to acquisitions resulting in the inheritance
of diverse content repositories.
• To prevent content silos from disrupting access
to enterprise content
The solution
• Consolidate content from non-IBM repositories into
FileNet Content Manager
• Leverage content migration to move content into
FileNet Content Manager
• Leverage content Federation Services to federate
metadata into FileNet Content Manager
Apache Energy
Enabling cost reductions through Platform Consolidation
The benefits
• Improved access to enterprise content
• Reduced costs by consolidating content
• Improved productivity by simplifying
IT infrastructure
• Reduced costs by implementing business
processes which could leverage all enterprise
content
• Implemented an Information Lifecycle solution
based on the FileNet Content Manager platform.
“Apache Energy met it‘s objective of having an true and complete Enterprise management solution by implementing FileNet Content Manager and related P8 offerings such as IBM Case Foundation and IBM records management solutions.
© 2013 IBM Corporation11
1
1
Invacare Corporation Automates Accounts Payable
• Global health equipment manufacturer
• Thousands of paper invoices every day
• Replaced a manual process with
Datacap Accounts Payable Capture
• Eliminated double data entry: once into
Oracle and again to index for ECM
storage
• Replaced a paper process with a
digital solution
• Results:
• Improved customer service
• Improved vendor relations
• Accelerated payment process
• Eliminated data entry headcount
• Reduced cost
“Processing is much faster and invoices are almost
immediately available as electronic images.”
— Seth Linebrink, Manager of Financial Reporting and Accounts Payable, Invacare
© 2013 IBM Corporation12
Market Leading Offerings
ECM Consolidation / Standardization
•IBM Content Navigator 2.1
•IBM FileNet Content Manager 5.2
•IBM Content Manager 8.4.3
Capture and Imaging solutions
•IBM Datacap Taskmaster 8.1
•IBM Production Imaging Edition
eBilling and Enterprise Report Management
•IBM Content Manager OnDemand 9.0
Smarter Workforce – Social Content Solutions
•IBM Connections Content Edition
•IBM Connections Enterprise Content Edition
© 2013 IBM Corporation13
• Federated access to multiple content sources:FileNet CM, CM8, CMOD
• Self-provisioned Document Team Spaces
• OOTB Enterprise Search/Facets via ICA
• Open Standards Support• HTML 5, CMIS
• Native Microsoft Office Integration
• Visual Component Toolkit via • Extend Navigator OOTB UI• Build & integrate with custom UIs
• Web Administration: • User Experience Configuration• Optimize Desktop for Business Roles
• Mobile Content Mgmt.: • Browse, Sort, Search/Template• View Properties & Native File Types• Add or Capture via library/camera
IBM Content Navigator
© 2013 IBM Corporation14
IBM Content Navigator for Office
� Consistent experience for
Navigator web and office
integration
– Common searches, favorites, teamspaces
– Centralized admin
– Data interaction
– External Data Services support
– Microsoft Office properties to
class property mapping
� CM8 repository support technical preview
14 IBM Confidential October 2012
© 2013 IBM Corporation15
Business self provisioning
Teamspace
My Documents replacement
Standard operating
procedures
Quarterly and annual business
reviews
Events and conferences
Contracts/ vendor management
…
© 2013 IBM Corporation1616
IBM Content Navigator for iOSBrowse
Search
View
Add using camera
…
IBM Content Navigator for iOSBrowse
Search
View
Add using camera
…
Horizontal and vertical
Partner solutions
Horizontal and vertical
Partner solutions
Mobile solutions matching business needs
© 2013 IBM Corporation17
Navigator visual component toolkitECM Dojo components
• Change or extend Content Navigator
• Build complete applications
• ECM-enable applications in any framework
• Use ECM Dijits, full Dojo library, other JavaScript
packages to build your solutions
http://dojotoolkit.org/
© 2013 IBM Corporation18
What to expect in 2013
Capturing and managing unstructured business information
1
© 2013 IBM Corporation19
Greater Choice for IBM ECM Customers
IBM Content Foundation (Coming Soon!)Release Timeframe: Q2 2013
� Power of P8 harnessed in a new nimble, consumable, cost-effective offering
– Document Management
– Custom application development
– ECM Consolidation
� Leverages Enterprise manageability and social & mobile capabilities
IBM FileNet Content Mgr 5.2Shipped: March 2013
� Enterprise Manageability
– Common Content & Process
Engine
– Web-based administration
– Event-based document retention
– Content file compression
– Storage migration
– Search optimization
� Social & mobile capabilities
� Both solutions leverage the same “Content Platform Engine”
� Both solutions can interoperate and co-exist in a customer environment
� Both are strategic solutions aimed at meeting different customer requirements
� IBM Content Foundation is NOT a replacement for FileNet Content Manager
� Both offerings can support solutions such as Enterprise Records or Case Manager
© 2013 IBM Corporation20
FileNet Content Manager
IBM Content Navigator
WebMS
OfficeMobile
WorkplaceWorkplace
XT
Filenet Integration for
MS Office (FIMO)
Application Engine
Services
SharePoint Webparts
Rendition Engine(additional
license)
APIs
Content Platform Engine
Content Engine ServicesProcess Engine Services
(limited use)
Content Search ServicesContent Federation
Services
Administration
WebSvcs
CMIS
.Net
JAVA FileNet
Enterprise Manager
Admin
Console for CPE (web)
Tivoli Directory Services
(limited use)
DB2 ESE and WSE
(limited use)
WebSphere Application
Server(limited use)
IBM Content Analytics text search
(limited use)
WebApp toolkit
© 2013 IBM Corporation21
IBM Content Foundation
IBM Content Navigator
WebMS
OfficeMobile
WorkplaceWorkplace
XT
Filenet Integration for
MS Office (FIMO)
Application Engine
Services
SharePoint Webparts
Rendition Engine(additional
license)
APIs
Content Platform Engine
Content Engine ServicesProcess Engine Services
(limited use)
Content Search ServicesContent Federation
Services
Tivoli Directory Services
(limited use)
WebSphere Application
Server(limited use)
Administration
WebSvcs
CMIS
.Net
JAVA FileNet
Enterprise Manager
Admin
Console for CPE (web)
IBM Content Analytics text search
(limited use)
WebApp toolkit
© 2013 IBM Corporation22
FileNet 5.2 andIBM Content Foundation
FileNet 5.1
New! Single Content Platform Engine – 5.2
� Use case– As an administrator I have to
maintain core FileNet server components
– I maintain all the services and also High Availability and Disaster Recovery services
� FileNet Implementation– Combine all core services into
a single J2EE engine deployment
– Provide consistent HA and DR for all
– Share resources such as database connection pools
� Benefit– Very significant reduction in
administration complexity– Simplifies delivery and
application of upgrades and patches
– Consumability improvements
Content Engine
Process Engine
Case Analyzer
Component Manager
J2EE JAVA
ContentPlatform Engine
J2EE
ContentPlatform Engine
ContentPlatform Engine
© 2013 IBM Corporation23
IBM Content Manager “next”Release Timeframe: 2H 2013
� Content Navigator
• Access Control Enhancements
• Improvement for Content Navigator Teamspaces
• Improvements in Hierarchical Folders
• Improved Document Handling Support (SSA and
Intact)
� Enterprise Manageability
• Critical Performance Requirements – Prioritized
by Customers
• Secure Transport and Encryption Improvements
• Compliance with new NIST standard 800-131a
• Logging Enhancements
• Improved Installation and Configuration Tools
© 2013 IBM Corporation24
Content Navigator “next”Release Timeframe: Q3 2013
� Socializing around content
• Track who is downloading documents
• Comment on and discuss documents
• Subscription and notification for changes
� Productivity
• Teamspace document review and approvals
• Cross repository search
• Multi document updates in a single action
• Office: IBM Content Manager support
• Mobile: eMail a document, create searches, ...
� Enhanced self provisioning and deployment
• Navigator configuration export/import
• Teamspace template export/import
• Business user document class provisioning
© 2013 IBM Corporation25
SOLUTIONS
HIGH VALUE
2
© 2013 IBM Corporation26
Key Buying Occasions
Addressing Content-related Processes / Case Management workloadsLeveraging deeply integrated content and process technologies to reduce cycle
time, save costs and deliver optimized case outcomes.
Gleaning Insight from Business ContentEmploying advanced text analytics and discovery technologies to extract
meaning and valuable business insights – e.g. voice of the customer, product and
service innovation, warrantee service and fraud detection.
Using Pre-built Software Solutions to rapidly address Business ChallengesPre-integrated solutions that address horizontal and industry-specific business
needs. Improved time-to-solution and reduced integration costs help satisfy line-
of-business buyers while supporting IT standards and enterprise platform
requirements.
© 2013 IBM Corporation27
Goal-Driven, Optimize Case
Outcomes
Support the Way Knowledge Workers Work
Shorten Time-to-Value,
Business Can Take Control
Manage All Types of Information to Make Better Decisions
IBM Case Manager4 Key Areas of Differentiation Together in One Solution
11
22 33
44
© 2013 IBM Corporation2828
• Builds on the proven capabilities
of the IBM Case Manager product
• Delivers trusted information to the case – both content and
structured data in the context of a
case
• Shortens time-to-value with better tools, out-of-the box solutions and
templating capabilities
• Built-in infrastructure for creating and reusing case templates
• Leverages unique dynamic work
management concepts and capabilities
IBM Case Manager 5.1.1
© 2013 IBM Corporation29
Challenge
� Update case handling capabilities, including more than 250 case types, to a more flexible solution
� Provide easy-to-use capabilities for 200 back office employees as well as 5,000 more casual users in branches and various bank business units
Solution
� IBM Case Manager manages cases through entire lifecycles
� Provides business dashboards to monitor SLAs (service level agreements) as well as historical and real time analytics to help manage case processing loads effectively
Anticipated Results
� Reduce FTEs required to support application needs
� Increase customer satisfaction by lowering numbers of customer call-backs and increasing case/document transparency
SEB improves efficiency with case approach
• Founded in 1856, SEB is now a leading Nordic financial institution. Entrepreneurship, an international presence and long-term relationships are the most important factors to its success.
• The bank offers financial advice and broad range of financial services in Sweden and the Baltic countries. Today, SEB has just over 17,000 employees.
• SEB is represented in 20 countries around the world, from London to New York and Shanghai.
• Five divisions supported by common operations & IT: Merchant banking; Wealth management; Life; Retail banking; Baltics
© 2013 IBM Corporation30
Banking
• Commercial /
consumer
lending
• New account
origination
• Online
brokerage
account
administration
• Investor
servicing
• Mortgage
processing
• Asset record
certification
and deficiency
resolution
Energy andutilities
• Engineering
project
management
• Rate case
submission
management
• Pre-
construction
project
management
• Emergency
permit
requests and
processing
• Critical safety
compliance
management
Government
• Administrative
and trial court
management
• Budgeting and
planning
• Licensing
• Child support
payment
collections
• Citation
management
• Fraud
investigation
• Grant
management
• Retirement
administration
Healthcare
• Credentialing
• Electronic
health record
integration
• Patient financial
services
• Release of
information
• Health
information
management
• Patient records
billing
• Medical records
management
• Patient records
management
Insurance
• Claims
processing
• Customer care
• New product
development
• Policy
management
• Complaints and
appeals
• Healthcare
enrollment
• New business
• Underwriting
• Wholesale
insurance
management
Chemicals & petroleum
• Asset
management
• Plant lifecycle
management
• Engineering
project
management
• Document
lifecycle control
• Critical safety
compliance
management
• CAD drawing
management
• Workplace
safety
management
Retail
• Product
Information
• Automated
invoice
processing
• Single view of
customer
• Supplier
management
• Records
Management
• Contracts
management
• Customer
service
Telecom--munications
• Subscriber
contracts
• MNP
• E-billing
• Voice of
Customer
Analysis
• Confirmation
letters
• Customer
service
• Regulatory
compliance
• New product
introduction
Typical Case Management Use Cases
© 2013 IBM Corporation31
IBM Content Analytics 3.0
New release of IBM’s Content
Analytics offering – integrates
enterprise search!
• Merging of search and analytics
• Big Data analytics
• Sentiment analytics
• Contextual View
• Usability improvements
• Enterprise Connectivity improvements
• Content Analytics Studio improvements
• Improved result ranking controls
• …and more
Documents
Facets
Time Series
Deviations / Trends
Facet Pairs
Connections
Enterprise SearchDashboard
© 2013 IBM Corporation3232
Business Challenge
A car rental company needed to better understand
customer feedback to adapt its business accordingly.
Most of its valuable information was trapped inside free-
form customer feedback surveys. This company’s location
managers read each customer comment submitted via
email or phone and then manually categorized it, proving
to be very labor-intensive and inconsistent.
What’s Smart?
Transforming customer information into actionable
intelligence. Using IBM Content Analytics together with
Mindshare Technologies sentiment-based tagging
solution, the company created a “Voice of the Customer”
analytics system to automatically capture customer
experiences in real-time.
Smarter Business Outcomes
The company realized improved accuracy and speed of
the customer feedback analysis process, almost doubling
what had been achieved manually.
“We wanted to leverage this insight at both the
strategic level and the local level to drive
operational improvements”
Industry context: travel services, car rental
Value driver: access to customer survey data
Solution onramp: content analytics
Leading Car Rental Company and Mindshare Technologies
Smart is: identifying customer satisfaction trends
© 2013 IBM Corporation33
ECM Technology at Work …
Four New Lines of Business Solutions
•IBM Patient Care and Insights
•IBM Intelligent Investigation Manager
•Incident Insight
•Account Payable, HR Files, and Contracts
© 2013 IBM Corporation34
IBM Intelligent Investigation Manager
… a new solution powered by ECM and i2, provides deeper insights for fraud discovery and optimizes the process of fraud investigations.
… a new solution powered by ECM and i2, provides deeper insights for fraud discovery and optimizes the process of fraud investigations.
© 2013 IBM Corporation35
BANKING
There was a 25% rise in the fraudulent use of UK credit and debit cards last year (2007), with losses amounting to £535m…
Estimates place the loss due to
health care fraud at a staggering $226 billion each year.
Latest national estimate for claims fraud in the U.S. is $79 billion.
INSURANCE
HEALTHCARE
Customers have stolen power for decades, costing utilities 1% to 3% of revenue — or about $6 billion industry-wide
ENERGY & UTILITIES
Approximate estimates say that the EU loses €100 billionannually in value added tax (VAT) revenues to fraud.
TAXATION
Upwards of 10% to 15% of claimsare in some way suspect
WARRANTIES
25 percent of all workers compensation claims are fraudulent.
WORKER’S COMPENSATION
The average expense reimbursement fraud scheme costs a company $60,000, lasting on average two years before
detection.
TRAVEL
Fraud costs private and public sector enterprises hundreds of billions in revenues each year …. $ 994 Billion in US alone - Association of Certified Fraud Examiners
Fraud costs private and public sector enterprises hundreds of billions in revenues each year …. $ 994 Billion in US alone - Association of Certified Fraud Examiners
© 2013 IBM Corporation36
Risk of
fraud
85%
Predictive Analytics
Intelligent Investigation
Case Management
Raw Data:Claims, Case historybilling statements, Correspondence,Content in socialmedia
“If more than 3 claims in6 months and over a certain$ amount, flag as high risk.”
Case populated with all claiminfo. Supervisor triages the claim &creates work item for forensic analysis
Analyst detects relationships
Crawls new claims, case histories, and other content.Extracts entities and adds them to the data repository.
Content Analytics
Example: Detection and Investigation of P&C Claims Fraud
© 2013 IBM Corporation37
Accounts Payable, HR Files, Contracts
In collaboration with partner
Providing best of breed IBM ECM capture and
imaging solution for SAP users
© 2013 IBM Corporation38
Accounts Payable
Datacap Datacap
ICC4SAPICC4SAPICC4SAP
Invoice
Access order data
Invoice
• Create invoice record with verified data
• Import image file
Link and archive invoice
Retrieve archived invoice
Scan1
2
3b4
5
6
Extraction of header and line item dataVerify against order
3a
FileNet P8orContent Manager 8
© 2013 IBM Corporation39
What to expect in 2013
Putting content into action across specific business opportunities
2
© 2013 IBM Corporation40
IBM Case Foundation 5.2(formerly FileNet Business Process Manager)
40 IBM Confidential
� Name change to describe our focus on Case
based solutions.
� Process Engine runs in JEE combined with
Content engine .
• Greatly reduces TCO of platform for customers
• Unified CE-PE server administration console
(ACCE)
� Other key enhancements
• Enable Database simplification and
consolidation
• Case Analyzer/Monitor improvements
� Products removed from the BPM bundle being
announced at eGa
• ECM Widgets, path forward is Navigator
• Business Process Framework, path forward is
IBM Case Manager
Announced with the 5.2 release in
March 2013
© 2013 IBM Corporation41
IBM Case Manager “next”Release Timeframe: 2H 2013
Collaborative Solution
Design
Rules SDK IntegrationContent Navigator
based document
dialogs and capabilities
Case Operations
Mobile Client Access
Enhanced Step Editor
WAS 8 Support
WebLogic Support
Complex Data Layouts
with Business Objects
Simplified Install and
Configuration, including
HA Configuration
Enhanced UI Toolkit Case Visualizer User Defined Ad-hoc
Task Creation
Working requirements list… subject to change!
© 2013 IBM Corporation42
Benefits of Content Navigator for IBM Case Manager “next”
�Web based case client built on the new IBM Content Navigator Framework
• Use of common components provides consistency across ECM client
applications
�Case client UI customization directly in Case Builder
�Case client can be configured to display other Content Navigator features to
create a more integrated Case and Content environment
�More extensive customization using standard and well-accepted web
development methods
• Deliver ICM JavaScript toolkit that extends IBM Content Navigator toolkit
• Componentized design makes components within ICM widgets
replaceable and provides more advanced customization options
• Container-independent, can be embedded into other environment easily.
© 2013 IBM Corporation43
INFORMATION ECONOMICS
3
© 2013 IBM Corporation44
Pain points: Information value declines over time, but cost and risk do not; rising
volume puts tremendous economic pressure on legal, business and IT
Cost
Risk
Value Cost-to-Value
Gap
Risk-to-Value
Gap
1 Source: Big data: The next frontier for innovation, competition, and productivity McKinsey & Company, 2011 Study2 CGOC 2012 Summit Survey3 Gartner e-discovery Report
• Information volume doubles every 18-24 months in most organizations
• 90% of the world’s information was created in the last 2 years1
• It costs $18,000 to do e-discovery on 1 gigabyte3
• e-discovery consumes as much as half of litigation budget
• It costs $4 million to store 1 petabyte of data
• Data storage will consume 20% of most IT budgets
Typical organization dynamics: 1% of data is on litigation hold and 5% is subject to regulatory obligation25% has current business value68% of data is debris that should be disposed – its cost and risk exceed its value2
© 2013 IBM Corporation45
IBM’s Information Lifecycle Governance solution improves information
economics by better aligning information cost with its value
ILG lowers the total cost of information while increasing the value derived from it:
•Eliminate unnecessary cost and risk by defensibly disposing of data debris
•Align cost to value through value-based archiving and tiering
•Reduce information risk by instrumenting privacy, e-discovery and regulatory policy across the data environment
•Enable business to realize information value as context erodes with analytics-in-place, content management and collaboration
IBM Information Lifecycle Governance Solution
© 2013 IBM Corporation46
StoredIQ brings powerful, innovative capabilities to govern data in place to drive
value up and cost out
IBM announces intent to acquire StoredIQ – Dec 19th 2012
Capabilities: Enable organizations to gain visibility and control over big data and rapidly connect people to
business-critical information.
Customers: More than 120 companies are now able to identify, analyze and act on dynamic data to meet their
e-discovery, information governance and data management requirements.
Technology impact: Dynamically manages data in-place to dramatically improve the speed and reliability of
information management and lower legal costs and compliance risks.
People: Founded in 2002, with more than 50 people, headquartered in Austin, TX.
IBM CONFIDENTIAL
© 2013 IBM Corporation47
DataIQ – Understand Your Data
� Spot compliance violations – how much PII
is stored in unsecure locations, where is it,
who are the biggest offenders?
� Make infrastructure planning decisions –
are you making the best use of your primary
storage environments, or is there data that
should be archived, how fast are your
SharePoint sites growing?
� Get out in front of the eDiscovery process– where do your serial custodians have data
stored, how much data do they have and how
old is it, is there anything you can potentially
delete?
� Jump start or monitor records initiatives –
what types of data is on your file shares, how
old is your data, are people storing data
where they shouldn’t?
47
© 2013 IBM Corporation48
Put content into action across specific business opportunities
Capture and manage unstructured business information
Reduce cost and risk associated with business information
11
22
33
IBM ECM in 2013
© 2013 IBM Corporation49
Breakout sessions
Deepen Customer Relationships
Listening to the voice of the customer is key to staying ahead of the competition, but hearing the voice of the customer in today's noisy, multi-channel, social world is increasingly difficult. Discover how IBM's Analytics platform allows you to access and analyse customer sentiment from review sites, social media, emails and other unstructured data sources, and then use that insight to build a personalized dialogue with the customer, deepen customer relationships, increase revenue and reduce costs
Putting Paper to Work
Today's business needs the agility to handle all types of communication including traditional paper forms in an intelligent and efficient manner as part of any business improvement. Capture of the content anywhere it exists, an ability to extract key data and the automatic classification of that content will improve the efficiency of making the information available throughout the organization as quickly as possible and so improving the whole customer experience
Gain work Efficiencies through Case
Traditional workflow applications have grown up and Case Management solutions allow the business process to be modelled to reflect the way we all work in today. Knowledge workers need to have tools to allow them to collaborate and use their expertise to
ensure the right decision is made with the correct information by the appropriate person.
Optimising Fraud Investigations
As fraudsters become more sophisticated and the amount of data flowing into your enterprise grows, so does the threat of damage to your organisation's balance sheet, brand and reputation. Find out how IBM solutions are helping organisations cut the cost of fraud
The Mobile Revolution
Why and how should you harness mobile power? The ubiquitous access to information through mobile devices and 24-hour on-line connectivity, is changing the way businesses use information and how they interact with their customers. Accessibility, security, compliance and effective marketing strategies, all have a new ally in mobile technologies. What's the best way to maximise the value, without introducing new risks?
Improving Information Economics
Legal, Compliance and Business requirements drive information governance decisions. How do organisations combine these drivers to make the best value-based decisions for their information lifecycle governance? Find out how our customers have dramatically reduced storage and litigation costs, by proactively and defensibly managing their information assets, based on business value
© 2013 IBM Corporation50
Solution Showcase
© 2013 IBM Corporation51
Q&A
IBM ECM:
SOLUTIONS OVERVIEW AND ROADMAP
© 2013 IBM Corporation52
Acknowledgements and Disclaimers
© Copyright IBM Corporation 2013. All rights reserved.
– U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.
– Please update paragraph below for the particular product or family brand trademarks you mention such as WebSphere, DB2, Maximo, Clearcase, Lotus, etc
IBM, the IBM logo, ibm.com, [IBM Brand, if trademarked], and [IBM Product, if trademarked] are trademarks or registered trademarks of
International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are
marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common
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trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at
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f you have mentioned trademarks that are not from IBM, please update and add the following lines:
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applicable license agreement governing the use of IBM software.
All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may
have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these
materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific
sales, revenue growth or other results.