ENTERPRISE CONTENT MANAGEMENT

Top Five Ways ECM Can Help You Today

© 2014 IBM Corporation

Turn information into action. Improve customer engagement. Reduce costs.

2 Enterprise Content Management © 2014 IBM Corporation

THE POWER OF CONTENT IN CONTEXT With IBM ECM your data becomes exponentially more valuable when it’s easy to access, consume and share.

Enhance the customer experience

Increase operational efficiency

Improve customer retention rates

Create opportunities for self-service

Adapt to future technologies

Put your content to work.

ECM has evolved to meet the growing needs of knowledge workers and businesses that want more from their data now and in the future.

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AT REST OR IN MOTION What state is your content in?

Having an open standards, extensible application development environment opens up all kinds of content

solution possibilities, from content apps to case apps both integrated with social media, and more.

—Ari Juntunen, CTO, Elinar Oy Ltd.

Data at rest isn’t just costly to maintain. It can expose your organization to compliance risks. COST

VALUE

Setting content in motion drives value.

ECM can empower your business in new and powerful ways.

Content at rest =

Content in motion=

4 Enterprise Content Management © 2014 IBM Corporation

ENHANCE the customer experience

Accelerate resolution of customer issues with intelligent, consistent data retrieval

Gain new context and improve service and support engagement with a 360° look at customer data

Automate and measure workflow to improve customer service processes

70% Reduction in deficiencies. North Shore Credit Union experienced a 70% reduction in deficiencies for end-user processes.

5 Enterprise Content Management © 2014 IBM Corporation

INCREASE operational efficiency

Store and retrieve data for tailored client experience with lower overhead

Collect and analyze key data to mitigate risk and prevent fraud

Retrieve key data quickly to support mission- critical processes and projects

75%Savings in time to compile new project information. PPL Corporation saw a 75% decrease in time to compile information for new projects.

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IMPROVE customer retention rates

Aggregate key customer data to generate market insights

Deploy market insights intelligently to improve products and services

Protect key relationships and investments from churn or deterioration

61% Annual ROI. Hennepin County Human Services and Public Health experienced 61% annual ROI.

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CREATE opportunities for self-service

Deliver contextual end-user data experiences to allow enterprise to go “paperless”

Reduce call center costs of labor and support, save on print and mail resourcing

Free up support and IT resources for proactive enterprise growth

Annual ROI. JM Family saved $2.1 million in annual call center labor savings.

$2.1million

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ADAPT to future technologies

80% of the data created each day is unstructured. ECM empowers you to change that.

Transform archives and unstructured data into business-ready datasets

Provide innovative value to customers through key insights from new data

Prepare customer experiences to adapt and respond to changing technology (mobile)

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EXCEED user expectations with the industry leader.

Mobilize and socialize your content to empower your workforce

Gain critical insights from a consistent, intuitive user interface

Harness service, support and IT resources even further with this proven solution

After 25 years, IBM still continues to define the ECM landscape.

Experience the power of content in context for yourself.

ECMatWork.com

© Copyright IBM Corporation 2014

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Produced in the United States of America, June 2014

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ENTERPRISE CONTENT MANAGEMENTTop Five Ways ECM Can Help You Today

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