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Mobile Content Management

Empowering employees, boosting productivity,

and improving customer service

Armando Sardellitti

National Sales Manager - ECM Software

armandos@ca.ibm.com

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Interacting with and managing content via social and mobile business tools

Capitalizing on collective intelligence, expertise and content in context –from anywhere

Connecting people to trusted content: drives innovation, insight and business processes

Delivers New Insights For Better Business Outcomes

Access, manage and discover content anywhere: - across business roles, teams and communities

Leverage the business’s collective stream of knowledge:- mobile & social, seamlessly integrated with trusted content

Empowers higher performance levels

A Persistent Connection to Trusted Content is “Smart”

Content repositoriesDatabases, servers and directories

Web Services & APIs: ECM & Social

Modeling Layer: Objective C, JavaScript, .NET

Visual Toolkit

Navigator Experience Platform

Comments

Likes

Tagging

Content, Documents, Images Case Apps

SharePoint

Portals

Connections

Office

MobileApps

Office, Social, Collaboration

Downloads Counts

Activity

Stream

IBM has good news: Seamless, Secure and Smart

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IBM: Undisputed Leader in Enterprise Content Management

• IBM is successfully leveraging its position as an infrastructure vendor with a broad software and hardware stack, a deep partner channel and a global footprint 1

• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 2

• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 1

• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 1

• IBM has made considerable progress in integrating ECM and social software ….1

sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377812 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424

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IBM ECM Mobile Delivers:

•Improves efficiency

Minimize trips to the office for mobile workers

Continue to work on the go

•Increases organizational responsiveness

Real time notification

Collaboration everywhere

Leverage content on demand

•Facilitates flexibility in the organization

Flexible processes for mobile workers

Reduced hardware and energy footprint

BYOD

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Mobile Content Solutions

ContentCapture Case

Integrates Case Management—Build once for both desktop and mobile

Extensive content support—Retrieve, interact, manage,

collaborate

Integrates Capture—Capture from mobile devices

for real-time submission to business processes

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Do you need mobile access to Enterprise Content?

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32% have browser access for mobile and 3rd parties to

content repositories…

…but only 11% have a mobile optimized browser interface and only 10% have apps.

Source: ECM at the Crossroads-key strategy choices for universal content accesscopyright 2013 AIIM, aiim.org/research

Creating New Challenges to the Organization…

22% experiencing unofficial mobile access to organizational content

(or have no BYOD policy).

…25% report use of “unofficial” file-sharing sites.

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Navigator is The ECM Experience Platform

One technology platform for Mobile, Desktop & Office

Content from IBM and third-party

repositories (CMIS)

All ECM UI Offerings converging on

Standard UI components that are reusable

Everywhere, Anywhere

Office

CMO

D

P8

CM8

CMIS

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Introducing IBM Content Navigator

“experience platform”

• IBM Content Navigator is the standard enterprise content management experience platform, for both IBM and third party (CMIS) repositories

• IBM Content Navigator is included with the IBM ECM platform - free of charge to licensed IBM ECM clients

• IBM Content Navigator’s benefits to ECM clients both as a framework and a user interface are numerous…

• Rapid custom ECM user experience development for any platform or device

• Significant reduction in effort and cost to quickly build custom apps

• Standards compliant components, external data lookups, etc. can be used over and over

Common App Layer Open Standards

Visual Toolkit Modeling LayerJavaScript | Objective C | .NET

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Search Anywhere

• Enables searching across CM8, P8 and CM OnDemand

• Anyone with the right privileges can create a cross-repository search

• Single result-list with common actions

• Search fields are mapped to repository properties

• Searches can be saved in CM8 or P8

• Configure vs customize

Comments

Download

Counts

Collaborate ... Anywhere

Activity Tracking:

who’s downloading,

what document,

and when

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Thumbnail

View

Improve engagement with exceptional mobile app and web

experiences

Activate the workforce to improve productivity and unleash innovation anywhere.

Delight customers—wherever they engage—to increase loyalty, advocacy and revenue.

Mobile solutions for social business:

– Push email, calendar, contacts, to do items

– Social software for access to your professional network

– Presence, IM chat and telephony– Online meetings– Business document viewer

Development tools for multichannel web experiences and Domino mobile apps – extending the IBM MobileFirst platform

Device-appropriate interfaces for the leading mobile devices

– Apple®, Google Android, Research In Motion® BlackBerry®, Nokia

Mobile Apps & Solutions

A comprehensive portfolio of mobile solutions for social business and web experiences.

Client Challenge

Key Capabilities

Visit www.ibm.com/socialtogo

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Is there a business need for mobile capture?

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32% would find considerable value in extending capture direct to

customers.

11% would consider it to be“transformational.”

Distributed and Mobile Capture-moving the process closer to the customercopyright 2012 AIIM, aiim.org/research

For 45% of organizations, the ability of employees to locally capture and interact with back-office processes would improve

response tocustomers by a factor of 3X.

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Document Capture Anytime, AnywhereIBM Datacap and Content Navigator

• Capture documents using a smartphone, tablet or portable scanner

• Intuitive interface to make mobile capture simple for anyone

• Enables document conversion at the point of origination

• Document capture integrated with the repository assures secure input, real-time processing, and compliant content management

Key Benefits of Mobile Capture• Eliminate time and cost of

transporting paper documents to a central processing center

• Improved cycle time• Increased data accuracy• Support mobile business

processes• Customer convenience

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Is there a businessneed for mobile case management?

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Broadening the Scope of Advanced Case Managementcopyright 2013 AIIM, aiim.org/research

27% of organizations need their case-workers to have access to case-content when they are on

Customer or client sites.

18% need mobile access

when travelling between appointments

For field-workers, this updating ofDocuments back-at-base can be a

big productivity issue and the abilityto access documents using

mobile devices while on the movebetween appointments is

important for 18% of organizations.

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IBM Case Manager Mobile

Search for Cases and interact with Case documents

Access all case documents, access tasks, history and alerts - and update on the go

Browse your inbox, update your task list, review all documents and all data

Collaborate with your team on a case using the history function or team space

Supports the capabilities of the web based Case Client optimized for an iPad

Integration with Content Navigator Mobile

• A Content Navigator mobile application • Common Content Navigator experience platform with other future ECM offerings• Access to all Navigator based components, e.g. Teamspaces & search, imported directly

into Case Manager mobile application

Respond to case with mobile connectivity

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How to make a process even smarter?

Customer

Enterprise

Business Partner

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Reinvent around “mobile moments”

Customer

Enterprise

Business Partner

Mobile process reinvention will drive future mobile growth

growth in mobile process reinvention

by 2015 to $7.6B

growth in mobile app development services by

2015 to $5.6B

Ultimately, mobile apps must drive processes

to deliver business value

~ Mobile Engagement Demands Process Transformation, Forrester 2013

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Create business moments with Mobile Enabled Smarter Process

Location Speed &

direction

Frame

of mind SMS Mobile email Photos Identity

Harness interactions for goal-oriented results

with Smarter Process

Mobile creates numerous timely interactions

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View and complete task details

Unified task inbox

displays tasks

from all configured

accounts

Users can view

task details and

complete tasks

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View attachments and add photos

Users can add an attachment by

taking a photo or

choosing on from their photo library

Users can click on an existing

attachment to view

it from the mobile device

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Users can view all existing comments

related to a

process/task

Users can add a new comment or

reply to a previous comment

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Launch new tasks and manage accounts

Users can launch new processes based on their

permissions

Screens optimized for iPhone

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Challenges

Needed patient focused processes to improve

quality of care with better visibility

Need to improve key metrics: Patient wait times,

Discharge rates, Instances of relapse

“What we are doing is putting process orchestration

and process models in place, so that you can literally

see the characteristics of the hospital system… and

you can then influence that.”

~ Dale Potter, Senior VP and CIO, The Ottawa Hospital.

Goal: Top 10% performer in Quality of Care

and Patient Safety in North America

Benefits

Instant: Faster consults and treatment enabled by

mobile

Seamless: Improvements in patient flow through

the hospital and easy access to patient information

Insightful: Benchmarking process execution to

use historic and real-time data to make better

patient care decisions

Solution

Mobile Smarter Process to create a ‘Circle of Care’

visual interface improves communication and

collaboration within the care team.

The Ottawa Hospital provides patient-centric care

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State Department of Human Services Agency reduces bottlenecks and manages fraud

Solution components• Case Manager, Datacap• FileNet P8• Imagine Solutions assets

The solution:• Replaced the paper-based system with electronic

format with automatic recognition and classification of citizen-provided content,

• Minimized the need for manual intervention and leading to improved accuracy for form validation

• Accelerated case processing times• The document imaging solution supports more

consistent processes and provides instant accessibility to the information captured from any of the 22 distributed locations

Improved ease of use

Timely service to citizens

Efficient and accurate processes while eliminating costs

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Interact with us @IBMMobile and #IBMMobile

Join our online community to join user groups,

read technical forums, blogs, and more:

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Three Ways to Get Started with IBM

Visit our offering webpage to learn more:

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Learn more at: www.ibm.com/mobilefirst