Smarter Content Management
Murray Reid | Asia Pacific Business Unit Executive
IBM Enterprise Content Management Solutions
...
A Content Big Bang (not a Theory)

Source: IBM market information

2

© 2012 IBM Corporation
Content Comes in All Forms – And Fast

‘Content is everything.’
— CMO, Husqvarna

3

© 2012 IBM Corporation
However, Content is the Fabric of Your Business
..and captures the Human element
LEGAL CLAIMS

CRIME

LOAN ORIGINATION

4
...
Insights from a Simple Survey

Any comments or suggestions

The car smelled of smoke and had an annoying wheel balance iss...
#1 in the Industry...again
IBM ahead in both growth and market share

leaders

Source: Gartner, ECM Market Share, April 30...
Leading organizations rely on IBM Enterprise Content
Management (ECM) solutions to drive their businesses
24 out of the to...
Customers - BFSI

8

© 2012 IBM Corporation
Customers – Telecom, Retail, Manufacturing & Services

9

© 2012 IBM Corporation
Customers – Government, Defence, Energy & Utilities

10

© 2012 IBM Corporation
Customers – Travel, Healthcare, Infrastructure, Manufacturing…

11

© 2012 IBM Corporation
How can we help your organization?
High Value Solutions built on best-of-breed capabilities
and gain control of
the conten...
ECM Portfolio spans three Primary Usage Categories

1

Capture and manage unstructured business information

2
3

13

Put ...
1
CONTENT ESSENTIALS

14

© 2012 IBM Corporation
Capture content anywhere it exists

Single integrated platform for intelligent
imaging and capture
 Ensure the right info...
Datacap Taskmaster Capture

Managing the spectrum of document capture applications from basic scan and archive to
Managing...
India Post

Transforming financial operations
About the client
• For more than 150 years, the Department of Posts
(DoP) ha...
IBM acquires

A leading provider of document & image viewing solutions
The value of Viewing Content in Context

Daeja’s ab...
Socialize content in context

Leverages familiar desktop applications to
author, share, and collaborate on content
anywher...
Mobile solutions matching business needs

Horizontal and vertical
Horizontal and vertical
Partner solutions
Partner soluti...
Apache Corporation

Helping increase productivity and ensuring integrity of
engineering project documentation
The need
• T...
2
HIGH VALUE
ECM SOLUTIONS
22

© 2012 IBM Corporation
Activate content to improve case outcomes

Achieve rapid time to market with
Case Management Solutions over
traditional BP...
Efforts to achieve the best outcomes efficiently have evolved in the
industry over time...

The
introduction of
software
a...
Lakshmi Villas Bank

Process automation for better customer
responsiveness and employee
productivity
About the client
• On...
Dept. of Factories & Boilers - eSuraksha

e-Governance and process automation
About the client
• Dept. of Factories, Boile...
Analyze content to unlock critical insight

Derive new business insight rapidly by
accessing, interpreting and analyzing
u...
The Analytics Imperative
Analytics is adapting from the Quantitative to Experiences, Behaviors, and Context

What (Structu...
Fraud Analytics

29

© 2012 IBM Corporation
IBM Intelligent Investigation Manager
• Discover complex patterns
• Better understand the
characteristics of fraud
• Autom...
3
INFORMATION
ECONOMICS
31

© 2012 IBM Corporation
Govern content for reduced cost and risk

Know when information has lost its value
and needs defensible disposal

Only IBM...
Very Simple Savings Proposition: Dispose of
Unnecessary Data
Are You Spending to Store, Disclose, and Process Data With No...
StoredIQ – Acquired by IBM in 1Q 2013
Understand Your Data
Find patterns, insights and structure in aged
or loosely organi...
National Aviation Company of India Limited

Smarter Email Archiving
About the client
• National Aviation Company of India ...
In Summary

Solutions Built on our Core ECM Capabilities
CAPTURE
CAPTURE

and gain control of the content to determine the...
Partners Accelerate the Value of Solutions

• Broad industry expertise
• Flexibility for custom
solutions
• Trusted adviso...
Murray Reid
Asia Pacific Business Unit Executive
Enterprise Content Management
IBM Software Group
Tel +614 1239 8904
mreid...
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IBM Solutions Connect 2013 - Enterprise Content Management

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Everyday we create 2.5 quintillion bytes of information. Therefore it is a huge challenge and almost an impossible task for an organisation that is looking at content for generating business value. Therefore, you need to rely on technologies and solutions that can help you clear the clutter and derive insights from analysing this Data which can be put to use for delivering on business objectives. Go through the presentation to find out more on digital content and how IBM's Smarter Content Management Solutions can help your business.

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  • Content is big
    This “explosion” is vast
    We need to create new phrases to describe the implications of it…
    like Content Chaos …
    Content Control …
    Defensible Disposition …
    and Smarter Content.
    As in … Smarter Content Solutions
    Let’s start with Big Content
    We’ve known for years that content represents over 80% of all information created and stored
    But what is amazing … is how fast it has gotten this big
    I even had to look up quintillion … another one of those new words to many of us.
    How much content is THIS?
    • Did you know, you can store about 1,000 copies of Shakespeare on a single DVD
    • All the books in the Library of Congress would fit easily on a stack of DVDs the height of a single-story house
    • This year, the world will create enough content (or roughly 2.5 quintillion bytes) that fill a stack of DVDs stretching from Earth to the moon and back... TWICE.
    Just imagine all the insights hidden in that much content?
  • It’s not only big … it’s everywhere, including the cloud … and, in every imaginable format
    Social computing and mobile devices are driving much of this … requiring organizations to re-think how to get control of it … and how to leverage it
    It’s NOT going away…
    and just when we think we have this somewhat under control …
    new sources and types of content pop-up
    And while all this explosive growth is enabling enhanced collaboration, productivity and innovation … it also dramatically increases IT costs and organizational risk
    It’s challenging our perceptions… and
    It’s disrupting the way we all do our jobs
    But most importantly, it’s creating new opportunities to leverage CONTENT BASED INSIGHTS
  • Not all content is created equal
    Some content has value and is relevant to your business ... but not all of it.
    It’s estimated that emails with attachments are stored an average of 12 times … which can’t possibly be efficient
    Yet… it’s this same content that contains the insights (or the fabric) that drives value for your business – and allows you to engage with your customers, your citizens or your patients
    Harnessing that VALUABLE content is key
    It can make THE difference in preventing crimes, processing insurance claims and delivering patient care
    Think about police investigative reports …
    descriptions of accidents by claims adjusters …
    and clinical treatment guidelines …
    It’s all about content … that’s what drives decisions and better outcomes
    Unlike other forms of information … content is special
    Why?
    Content is the only information type that captures the HUMAN element
  • Let’s take a simple example of a survey…
    it can be any type of survey … we’ve all done them
    Checkboxes generate structured data -
    But, what everyone wants to know ... is what we really THINK.
    And that is where content comes in… the comments > unstructured data
    The comments are what you think … what you experience … your sentiment and insights
    You can’t get that from checkboxes
    Content represents human knowledge, experiences and even feelings
    Content is how we express ourselves …
    it’s what we’ve learned, our best practices and opinions...
    what works, what doesn’t, and why …
    it’s even what makes us laugh.
    The insights contained in content are invaluable
    No wonder there is so much of it.
    So how do we unlock it … and put those insights to work for all of us?
  • WW numbers and marketshare.
    There is no doubt, IBM is the strongest ECM vendor in terms of market share and total content revenue.
    Recently Gartner published their ECM Magic Quadrant report and recognized IBM as the 2013 undisputed leader in ECM.
    Furthermore, Forrester has also recognized IBM's leadership in case management.
    We believe in unlocking the value of content …and we are helping you get there with leading edge capabilities and high-value Smarter Content Solutions.
    Thank you...
  • We have identified five capabilities, or focus areas, that organization typically rely on to meet their information management goals:
    We hear often from customers that a major challenge is identifying the content that will provide the most value.
    In order to do that, you must first capture it
    Activate it to optimize outcomes
    Socialize it for better collaboration and offer all stakeholders access
    Analyze it for new insights
    Throughout the process, you must ensure security and compliance, manage it throughout its lifecycle, and effectively control the cost of managing the content and associated processes.
  • With structured and unstructured data  emails, .pdfs, documents, spreadsheets, videos, zipped files, and more 
    flooding the enterprise at unprecedented speed and velocity,
    manual capture and dissemination is no longer an option.
    IBM ECM document imaging and capture offerings include
    document capture and automation,
    document imaging,
    enterprise report management,
    and standardization and consolidation.
    Details:
    Increased business velocity from faster automated routing and processing of captured information. Benefits can accrue in any business process that relies on data from unstructured documents
    Streamlined operations from “truncating” processes for managing paper by capturing documents as they enter the corporation
    Better compliance from immediate classification, indexing, addition of metadata and tracking of documents
    Reduced security risk from eliminating the transport of paper documents to centralized centers or service bureaus for capture
    Cost savings from the reduced need for data entry, document transportation and document retention
    More efficient IT management and reduced costs from consolidated infrastructure and vendor management
  • Talk about Madura Garment – DSO down from 56 days to 13 days – what a great improvement in cash flow positions for the company.
    Supplier discounts for early payment
    DBS – credit card slip scanning. I met with them 3 days back . 37% increase in data entry performance. Team is now finishing data entry at 2pm versus 7pm previously
    Working with a hospital in Malaysia to do back scanning of medical records as it enable new insights on disease patterns to be recognised that will enable proactive patient care and management
  • Partner: Infosys
  • Choosing the right social content management strategy
    can make all the difference in the ultimate long-term value
    you receive and security risks you face from social solutions.
    IBM social content management solutions enable business users
    to access content, share it, locate expertise in a security-rich manner
    from desktop applications, social media interfaces, and smart devices.
    Details:
    The 3 “C’s” of Social Content Management:
    Connect people, expertise and knowledge to content
    Create relevant and reliable content in real-time
    Collaborate, deliver, manage and govern content in context
    Content producers want easy access to create, access & update content
    Content collaborators need a shared drive replacement that provides a single source of the truth.
    Content administrators want a simplified administration with managed self provisioning
    Businesses must leverage existing IT investments, intuitively linked to their content system via social, mobile and traditional content applications
  • Solution components:
    FileNet Content Manager
    FileNet Business Process Manager
    Content Collector for Email
    External Link to Partner Case Study:
    http://www-01.ibm.com/software/data/partners/ondemand/read-stories/
    “We will leverage the Enterprise Engineer application suite to automate existing manual processes, helping us create economies of scale in the management of existing and future capital assets.”
    Mike Bahorich, Executive Vice President, Apache Corporation
    Enterprise Engineer ensures project documentation integrity
    Business Challenge
    Manual search, retrieval and modification of over 50,000 engineering documents from both internal and external sources was resulting in delays, reworking and production downtime for Apache.
    Industry regulatory bodies mandate tight controls and proof of process for any changes on production platforms. Compliance with these regulatory requirements is not an option for offshore operators.
    Apache understands the value of leveraging technology to help maintain and improve an efficient operation by finding a solution that provides dependable information to regulators, staff and suppliers and minimizes operating costs.
    The Solution
    • McLaren Enterprise Engineer is an IBM-accredited suite of engineering document management and business process applications including recognized industry best practice, processes and security.
    • IBM® FileNet® Content Manager, IBM® FileNet® Business Process Manager and IBM® FileNet® Email Manager, core components within the IBM® FileNet® P8 platform combine with the enterprise content management reference architecture, offering comprehensive business process management and compliance capabilities. The platform supports flexible API for Java™, Microsoft® .NET® and XML Web services application development to support leading content applications such as Enterprise Engineer.
    Business Transformation
    Unstructured search and retrieval of vast amounts of documentation from numerous sources was proving time-consuming and error-prone.
    The previous method of updating engineering documentation meant that only one project could be executed at a time because changes had to be recorded and then communicated to all other parties, both internal and external.
    Enterprise Engineer includes industry best-practice engineering business processes, document verification and security needed to control the creation and ongoing change management of documentation, ensuring consistency across multiple projects.
    The implementation of Enterprise Engineer ensures business rules are followed through the use of familiar applications and user interfaces.
    Implementation
    Loading the legacy data was the greatest hurdle, but undertaken very successfully by ECMG, a partner of McLaren Software and expert in the field of content migration and exchange.
    Business Benefits
    The McLaren-IBM combination - the best in engineering documentation and business process applications with a scalable and robust ECM platform - provides an enterprise-scale engineering documentation solution. This gives Apache a fully automated engineering documentation creation, editing, control and monitoring process, ensuring total consistency of information across departments and locations, resulting in:
    • On-demand and secure access to validated documentation
    • Consistent engineering business processes across multiple projects via a software solution
    • Improved compliance and audit capabilities using the project documentation and business methodology features
    • Minimization of errors and reworking that result in costly project delays
    • Improved control of information to vendors and suppliers using the transmittal portal architecture
    A Confident Future
    By benefiting from the efficiency and speed of automating its engineering documentation, Apache is able to complete projects faster and more accurately.
    All engineers and staff involved in Apache’s projects now have an increased confidence in the integrity of the documentation they use - an important factor in the success of any engineering project.
    “The selection of Enterprise Engineer and IBM FileNet P8 by Apache is a further validation of McLaren’s position as a leader in engineering centric ECM business applications.”
    Tim Taylor, Chief Business Development officer, McLaren Software
    McLaren Software are headquartered in the UK and US with offices in Germany and a growing network of partners in all five continents.
    Please visit www.mclarensoftware.com or email marketing@mclarensoftware.com for more information
    All product names, trademarks, copyright, logo’s and marks are the property of their respective owners. None are to be used, replicated or copied without the prior written permission of the owner.
  • Federal Bank – leading South Indian Bank
  • Dept. of Factories & Boilers - eSuraksha
    Partner used: CMC
  • Slide Purpose:
    Clarify the need for analyzing unstructured content
    Speaker Notes / Concepts:
    Data tells you what, where and when; Content Analytics tells you why and how
    Make 2 or 3 of the next 4 points
    The structured data says “we missed sales due to out of stock inventory”, we didn’t recognize huge positive sentiment about our product early and didn’t plan for higher stocks”
    Numbers tell you that attrition rate is increasing; customer feedback, which is unstructured content, tells you that their has been increasing displeasure about products
    Data says claims payouts were 8% over reserve; Our fraud systems didn’t catch suspicious characteristics buried in the claims
    Financial statements tell us suspicious behavior of person of interest; He is named as in charge of supplies in some communications among terror groups
  • Let’s look at another area where the Analyze, Recognize and Act pattern applies
    A typical large business loses seven percent of annual revenue to fraud
    You name it … Insurance, Credit Card, online shopping, etc
    In the U.S. alone, that’s 1 trillion dollars in total.
    The challenge in identifying fraud is that it is spread across multiple systems, processes and different personas
    Investigative teams often lack visibility across the ad hoc nature of cases, and can’t access all the information sources that could help them gain additional insight or evidence.
    Here is a classic example …
  • IBM Intelligent Investigation Manager – which is designed to optimize fraud investigations across various industries.
    In addition to IBM Case Manager, we're also leveraging crime analytics and visualization capabilities from our i2 acquisition.
    This solution is designed to expedite investigations and facilitate collaboration and transparency among key stakeholders by augmenting existing fraud management solutions, based on the pattern of
    Analyze, Recognize and Act.
    Data doesn't commit fraud --
    PEOPLE do.
    So expecting structured data alone to detect all forms of fraud is not adequate.
    As an example, the phrase "unwitnessed injury" is a top indicator of potential fraud -- and we would find that type of statement in case notes.
    IBM Intelligent Investigation Manager analyzes content and surfaces insights that recognize potential fraud early enough to enable ACTION.
    In the case of insurance that we just discussed, it means catching the fraudulent claim before it is paid -- and taking action to investigate.
  • Capturing and deriving insight from content is only the beginning.
    IBM Information Lifecycle Governance solutions enable organizations to not only retain and archive valuable content,
    but to defensibly dispose of information to ensure compliance and reduce risk.
    Details:
    Improving Information Economics with Information Lifecycle Governance
    For executives who face exploding data volumes and limited budget increase to fund the escalating information management costs.
    Processes, capabilities and accountability to achieve cost and risk reduction benefits through:
    Value-Based Archiving & Defensible Disposal
    Archive to shrink storage, align cost to value
    Dispose rather than store unnecessary data
    Extend and automate retention management
    Include electronic data that has business value in addition to records for regulatory requirements
    Automate retention schedules across all information to enable reliable, systematic disposal.
    Automate the legal holds and ediscovery process
    Structure and automate legal holds process to lower risk, increase precision, enable disposal
    Analyze in place to reduce unnecessary collection, processing and review
  • National Aviation Company of India Limited (AIR INDIA)
    The solution consists of IBM Content Collector 2.2 as the archiving tool and IBM FileNet P8 4.5.1 as the back-end repository. The existing Document Management Solution was designed using Active-Passive mode of P8 repository, however, to cater to extra load from the Email Archival solution, it was re-architected to be active-active Content Engine
  • These solutions are ALL built on our core capabilities...
    Capture, Activate, Socialize, Analyze, and Govern.
  • A key element of our strength in delivering game-changing Smarter Content solutions is our partner ecosystem.
    These valued IBM business partners are leading the way with our new capabilities by providing unmatched industry and application expertise to help clients accelerate to value.
  • IBM Solutions Connect 2013 - Enterprise Content Management

    1. 1. Smarter Content Management Murray Reid | Asia Pacific Business Unit Executive IBM Enterprise Content Management Solutions © 2012 IBM Corporation
    2. 2. A Content Big Bang (not a Theory) Source: IBM market information 2 © 2012 IBM Corporation
    3. 3. Content Comes in All Forms – And Fast ‘Content is everything.’ — CMO, Husqvarna 3 © 2012 IBM Corporation
    4. 4. However, Content is the Fabric of Your Business ..and captures the Human element LEGAL CLAIMS CRIME LOAN ORIGINATION 4 INSURANCE MEDICAL MORTGAGE © 2012 IBM Corporation
    5. 5. Insights from a Simple Survey Any comments or suggestions The car smelled of smoke and had an annoying wheel balance issue 5 © 2012 IBM Corporation
    6. 6. #1 in the Industry...again IBM ahead in both growth and market share leaders Source: Gartner, ECM Market Share, April 30, 2013 IBM is the undisputed leader in the 2013 Gartner ECM Magic Quadrant 6 Source: IDC, ECM Market Share, April 30, 2013 © 2012 IBM Corporation
    7. 7. Leading organizations rely on IBM Enterprise Content Management (ECM) solutions to drive their businesses 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 global retail companies 1200+ manufacturers worldwide* 7 * Lists of top companies/agencies sourced from Dun & Bradstreet Worldbase. ECM customer information sourced from IBM Finance. © 2012 IBM Corporation
    8. 8. Customers - BFSI 8 © 2012 IBM Corporation
    9. 9. Customers – Telecom, Retail, Manufacturing & Services 9 © 2012 IBM Corporation
    10. 10. Customers – Government, Defence, Energy & Utilities 10 © 2012 IBM Corporation
    11. 11. Customers – Travel, Healthcare, Infrastructure, Manufacturing… 11 © 2012 IBM Corporation
    12. 12. How can we help your organization? High Value Solutions built on best-of-breed capabilities and gain control of the content to determine the value Capture • Document capture automation • Production imaging • Enterprise report management • Platform standardization and consolidation 12 and identify patterns to gain insights and put the content in context for better collaboration and access Activate Socialize Analyze Govern • Comprehensive case management • Integrated collaboration and rules • Case analytics • Document centric workflow • Office document management • Content analytics and assessment • Smart archive • Social content and collaboration • Enterprise search • Content classification and tagging • Master content for reduced cost and risk • Records and retention management • eDiscovery • Disposition and governance © 2012 IBM Corporation
    13. 13. ECM Portfolio spans three Primary Usage Categories 1 Capture and manage unstructured business information 2 3 13 Put content into action across specific business opportunities Reduce cost and risk associated with business information © 2012 IBM Corporation
    14. 14. 1 CONTENT ESSENTIALS 14 © 2012 IBM Corporation
    15. 15. Capture content anywhere it exists Single integrated platform for intelligent imaging and capture  Ensure the right information is captured, activated and accessible while unnecessary data is promptly disposed Only IBM offers an enterprise-class capture and imaging platform as part of a comprehensive enterprise content management foundation Capture  Leverage the volume, velocity and variety of internal and external information in context for new, deeper insights  Eliminate printing and deliver fast access to statements and reports online to millions of users BII Maybank reduces account opening time by 60% with Datacap http://youtu.be/B8T9gltbq_s 15 Fully exploit all sources of data and content for insight © 2012 IBM Corporation
    16. 16. Datacap Taskmaster Capture Managing the spectrum of document capture applications from basic scan and archive to Managing the spectrum of document capture applications from basic scan and archive to Enterprise Capture Enterprise Capture Backfile conversion to reclaim storage space Basic scan and imaging Capture for SharePoint* *with ECM Connector Scan and archive for IBM Content Manager 16 Tax form processing for govt. revenue Survey/Cens us processing for accurate data gathering New Real time scanning anywhere anytime Accounts Payable capture for supply chain Capture for SAP - HR and contract managemen t Medical claims capture for timely payments Medical Records capture for better care Capture for Subscription processing customer on boarding for fast service Capture fax, email and attachment Corresponden ce capture and tracking for compliance Sales order entry for fast fulfillment Mortgage capture to accelerate lending Capture for customs clearance Enterprise capture Custom applications © 2012 IBM Corporation
    17. 17. India Post Transforming financial operations About the client • For more than 150 years, the Department of Posts (DoP) has been the backbone of the country’s communication • Touches citizen lives by services likes delivering mails, accepting deposits under Small Savings Schemes, providing life insurance cover under Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI) and providing retail services like bill collection, sale of forms, etc. The need • The Financial Services System Integration project aimed to revolutionize its financial operations and end-user services • To transform its banking and insurance operations covering more than 200 million banking customers across urban and rural India. • Required comprehensive, scalable ECM solution covering Mail, Retail and e-Commerce Operations, Logistics and Warehousing, Postal Banking, Postal Life Insurance, Finance & Accounts, HR and Customer Interaction Channels across 1,000 processing Centers and 22 Post Circles 17 IBM solutions • IBM Production Imaging Edition (FileNet and Datacap) The benefits  A pre-integrated scanning, content process solution  Faster time to market because of these integrated capabilities.  Scalability proof points from the production world handling hundreds of TB’s and thousands of transactions.  Lower TCO – because of bundled components © 2012 IBM Corporation
    18. 18. IBM acquires A leading provider of document & image viewing solutions The value of Viewing Content in Context Daeja’s ability to display 100’s of document and image file types unlocks the value of a content repository 18 © 2012 IBM Corporation
    19. 19. Socialize content in context Leverages familiar desktop applications to author, share, and collaborate on content anywhere Only IBM enables organizations to connect the right people, knowledge and skills with content in a single platform, providing content intelligence anywhere  Connect the right social content with the right people and processes  Derive business insight from unstructured social content  Collaborative, open document creation and management Responsible Social Content Incorporate internal and external communities with an open standard approach 19 © 2012 IBM Corporation
    20. 20. Mobile solutions matching business needs Horizontal and vertical Horizontal and vertical Partner solutions Partner solutions IBM Content Navigator for iOS IBM Content Navigator for iOS Browse Browse Search Search View View Add using camera Add using camera 20 © 2012 IBM Corporation
    21. 21. Apache Corporation Helping increase productivity and ensuring integrity of engineering project documentation The need • To run a profitable organization for its shareholders, employees and partners. • To decrease delays, reworking and production downtime caused by manual search, retrieval, and modification of over 50,000 engineering documents from both internal and external sources. The solution • IBM Business Partner: McLaren Software • A suite of configurable business applications automates the engineering process and ensures the integrity, production and use of project and asset documentation. “We will leverage the Enterprise Engineer application suite to automate existing manual processes, helping us create economies of scale in the management of existing and future capital assets.” —Mike Bahorich, Executive Vice President, Apache Corporation 21 The benefits • On-demand and secure access to validated documentation • Consistent engineering business processes across multiple projects via a software solution • Improved compliance and audit capabilities using the project documentation and business methodology features • Minimization of errors and reworking that result in costly project delays • Improved control of information to vendors and suppliers using the transmittal portal architecture © 2012 IBM Corporation
    22. 22. 2 HIGH VALUE ECM SOLUTIONS 22 © 2012 IBM Corporation
    23. 23. Activate content to improve case outcomes Achieve rapid time to market with Case Management Solutions over traditional BPM approaches Only IBM offers comprehensive case and contentcentric BPM capabilities that are specialized to facilitate better case outcomes process people  Customers realizing substantial improvements in the effectiveness and efficiency of knowledge work  Customers significantly shortening time-tovalue with business-driven tools for building case solutions  IBM Business Partners, GBS and IBM Software now offer array of industry-specific solutions information Leveraging all information, people and processes to realize new efficiencies and effectiveness 23 23 © 2012 IBM Corporation
    24. 24. Efforts to achieve the best outcomes efficiently have evolved in the industry over time... The introduction of software automation to the principal business processes— replacing parts of the old manila folder Case Folder Imaging and workflow Enterprise content management Collaboration, social software, ERP, CRM, and application other enterprise modernization, business rules applications Resulting in today’s legacy of: • Multiple line of business systems processing information redundantly for the same customer • Lack of standards, inconsistent processes • Information inconsistency • No single view of a customer’s case history • Heroic acts by knowledge workers 24 © 2012 IBM Corporation
    25. 25. Lakshmi Villas Bank Process automation for better customer responsiveness and employee productivity About the client • One of the leading and oldest retail banks in South India. The need • Automation of Customer On Boarding Process • Automation of Loan Origination Process • Improve Customer Satisfaction by timely services IBM solutions  IBM Datacap - for Accounts Payable Automation The benefits  Provide Faster Services to Customer  Reduce turn-around time and improve employee productivity  Timely and informed decision making with 360 degree view of each request or process  Provide centralized real-time view of business operations from all branches.  IBM Case Manager for Business Operations 25 © 2012 IBM Corporation
    26. 26. Dept. of Factories & Boilers - eSuraksha e-Governance and process automation About the client • Dept. of Factories, Boilers, Industrial Safety & Health(DFBISH) is a part of Min. of Labour, Govt. of Karnataka, India • Key objectives of DFBISH included : consolidate and amend the laws regulating labour in factories, to protect their health, safety, welfare and to ensure safe work environment The need • Issuing and renewal of Licenses to the Factories, Boilers and Manufacturing units • Reviewing of applications and processing for various applications forms • Streamlining of internal business operations and approvals for various requisitions by the Factory, Manufacturing unit owners, • Enabling Dept. with paperless office The benefits  360 degree, holistic view of business processes of all regional and branch offices.  e-Enabling and automation of document centric business processes.  Provide quick and transparent services to the stakeholders/customers  Guaranteed Service under Sakala Program  More than 30 document centric business processes are being automated to bring agility in service and improvement in employee productivity IBM solutions  IBM Case Manager for Business Operations 26 © 2012 IBM Corporation
    27. 27. Analyze content to unlock critical insight Derive new business insight rapidly by accessing, interpreting and analyzing unstructured content  Derive 360-degree visibility, analysis and insight into content  Search, assess and analyze large volumes of text in order to understand and determine relevant insight quickly  Customize rapid insight to industry and customer specific needs new 27 27 IBM Content Analytics Only IBM brings together the technologies that define the next generation of Smarter Analytics solutions that can reason and learn Natural language Hypothesis testing 2 1 3 Evidence-based learning Moving your organization from search to discovery, from possibilities to probabilities, and from simple outputs to intelligent options © 2012 IBM Corporation
    28. 28. The Analytics Imperative Analytics is adapting from the Quantitative to Experiences, Behaviors, and Context What (Structured) Sales missed due to out of stock inventory 20% customer attrition in the past year Claims payouts over reserve by 8% Increase in credit card transactions by Mr. Smith mainly for procuring suspicious items in the past 6 months 28 Why (Unstructured) Early indicators of positive sentiment of interest in product not recognized, adequate stock not maintained Increased dissatisfaction with Smart phone plans and devices because overcharging for data access and “poor” battery life Missed suspicious characteristics in description in 4% of claims submitted Mr. Smith and Mr. Jared, webmaster of one of the terrorist-funded sites, were both mentioned in the same email to organize assets for an upcoming event © 2012 IBM Corporation
    29. 29. Fraud Analytics 29 © 2012 IBM Corporation
    30. 30. IBM Intelligent Investigation Manager • Discover complex patterns • Better understand the characteristics of fraud • Automatically flag issues and manage case resolution • Save money and protect corporate reputations Use analytics and case management across industries to Advanced analytics and investigate, detect and prevent personalized care management fraud to drive patient-centered care Intelligent Investigation Management IBM i2 Fraud Intelligence Analysis IBM i2 Fraud Intelligence Analysis IBM Case Manager IBM Case Manager DATA IBM Content Analytics IBM Content Analytics 30 Claims SAP Apps Operational Data Sources Structured / Unstructured Data Sources © 2012 IBM Corporation
    31. 31. 3 INFORMATION ECONOMICS 31 © 2012 IBM Corporation
    32. 32. Govern content for reduced cost and risk Know when information has lost its value and needs defensible disposal Only IBM enables customers to effectively retain and archive information, meet eDiscovery obligations, and defensibly dispose of information  Unified value-based archival, retention, eDiscovery and defensible disposal for both structured and unstructured data  Efficiently and consistently comply with litigation and regulatory requirements  Differentiator for companies that want to lower cost, complexity and risk Enabling you to go beyond solving the archiving problem to capturing new savings 32 © 2012 IBM Corporation
    33. 33. Very Simple Savings Proposition: Dispose of Unnecessary Data Are You Spending to Store, Disclose, and Process Data With No Utility? Enterprise Information 1% 25% 5% 69% %s based on CGOC Summit 2012 Survey 33 © 2012 IBM Corporation
    34. 34. StoredIQ – Acquired by IBM in 1Q 2013 Understand Your Data Find patterns, insights and structure in aged or loosely organized unstructured data •Spot compliance violations – how much Personally Identifiable Information (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? 34 © 2012 IBM Corporation
    35. 35. National Aviation Company of India Limited Smarter Email Archiving About the client • National Aviation Company of India Limited (NACIL), also known as Air India is India's national flag carrier. • More than 32,000 employees spread across India and the globe The need • Needed to have a robust Email Archival solution that would scale to its changing use base The benefits  Leverage existing investments in technology - the email archival solution leveraged the existing document management repository for archiving email data.  The customer now has a compliance ready framework, created as per mandate IBM solutions • IBM Content Collector – Mail Archival • IBM FileNet 35 © 2012 IBM Corporation
    36. 36. In Summary Solutions Built on our Core ECM Capabilities CAPTURE CAPTURE and gain control of the content to determine the value ACTIVATE ACTIVATE and put the content in context SOCIALIZE SOCIALIZE for better collaboration and access ANALYZE ANALYZE and identify patterns to gain insights GOVERN GOVERN for reduced cost and risk 36 Smarter Smarter Content Content Solutions Solutions © 2012 IBM Corporation
    37. 37. Partners Accelerate the Value of Solutions • Broad industry expertise • Flexibility for custom solutions • Trusted advisor and customer relationship • Expanding the IBM ecosystem 37 © 2012 IBM Corporation
    38. 38. Murray Reid Asia Pacific Business Unit Executive Enterprise Content Management IBM Software Group Tel +614 1239 8904 mreid@au1.ibm.com 38 © 2012 IBM Corporation
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