State of the Document Management Solution Provider Industry
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State of the Document Management Solution Provider Industry

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Overview of annual survey that AIIM does of trends within the Document Management Service Provider community.

Overview of annual survey that AIIM does of trends within the Document Management Service Provider community.

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State of the Document Management Solution Provider Industry State of the Document Management Solution Provider Industry Presentation Transcript

  • State  of  the  Document  Management  Service   Providers  Industry  -­‐-­‐  2010   Available  on  SlideShare.net  –  search  on  jmancini77  
  • …  or  15  things  the  survey  said  
  • …  plus  a  bonus  speculaFon  on  the  future  …  
  • www.aiim.typepad.com  
  • 2010  –  BeIer  or  Worse?   What’s  in  the  Head  of  Your  Customers?   What’s  in  YOUR  Head?   Where  is  the  ECM  Industry  Headed?   Photo  source  =  hIp://www.flickr.com/photos/mcfarlandmo/3274597033/  
  • 2010  –  BeIer  or  Worse?   Photo  source  =  hIp://www.flickr.com/photos/mcfarlandmo/3274597033/  
  • 85  Survey  Par,cipants   Other   $250  million  in  revs   4%   VAR   20%   Sys  Int   Service   12%   Company   64%  
  • 2010 est revenues (in 000s) 20,000 15,000 10,000 5,000 0
  • Staffing   •  Mean  staff  size  =  87.7   •  Median  staff  size  =  14.0   •  Mean  rev/employee  =  $113,578   •  Median  rev/employee  =  $85,833   •  Mean  sales  staff  size  =  4.6   •  Median  sales  staff  size  =  2.0  
  • •  As  a  percentage  of  total  revenues…   •  N=33   –  Key  raFons                2010    2009   –  Variable  Selling  expense        10.2%      7.5%   –  Personnel  expense                  35.2%  31.8%   –  Semi-­‐fixed  expense                9.8%      8.8%   –  Fixed  expense                13.1%      8.9%   Variable  Selling  Expense  -­‐-­‐  expenses  incurred  which  can  be  Fed  back  to  a  sales  event.    ParFcularly,  sales   commissions  and  customer  goodwill  accommodaFons.   Personnel  Expense  -­‐-­‐  expenses  that  are  incurred  in  payment  of  employee  compensaFon,  taxes  or  benefits.   Semi-­‐fixed  Expenses  -­‐-­‐  normal  overhead  expenses  that  may  shrink  or  grow  in  relaFon  to  the  volume  of  business   but  are  not  Fed  to  a  specific  sales  event.    Examples  would  include  adverFsing,  telephone,  and  office  supplies.   Semi-­‐fixed  Expenses  -­‐-­‐  normal  overhead  expenses  that  may  shrink  or  grow  in  relaFon  to  the  volume  of  business   but  are  not  Fed  to  a  specific  sales  event.    Examples  would  include  adverFsing,  telephone,  and  office  supplies.  
  • 2010   2009   Selling,  General  and   27.3%     27.2%     AdministraFve  Expense     (mean)   (mean)   28.0%   25.0%   (SG&A  %)   (median)   (median)   Gross  Margin  %   31.8%   30.6%   (mean)   (mean)   35.0%   30.0%   (median)   (median)   N=37   N=40  
  • HERE  is  where  I  will  summarize  the  highlights.  
  • 1.  Aggregate  revenues  up  9.7%  vs.  2009   Revenues 2009 = -2.2% 2010 = +9.7% 3272 3199 3510 1344 1400 1422 Mean Median
  • 2.  79%  of  companies  surveyed  profitable   based  on  85  reporFng  companies   Total  aggregate  revenues  of  $250  million  
  • 2010  –  BeIer  or  Worse?   What’s  in  the  Head  of  Your  Customers?   Photo  source  =  hIp://www.flickr.com/photos/mcfarlandmo/3274597033/  
  • 3.  Over  50%  of  AIIM  users  surveyed  at  early  stage  of  capture   competency      3%  -­‐-­‐  We  don’t  scan  anything.      15%  -­‐  We  use  scanners,  but  ECM  –n  organized  way.   A  Short  History  of   not  in  a  The  Early  Days      34%  -­‐-­‐  We  scan  as  image  only/manually  apply  metadata.      15%  -­‐-­‐  We  scan/capture  metadata  for  archive/rou,ng.      17%  -­‐-­‐  We  scan  and  OCR  for  full  text  search.   17  
  • 4.  Only  16%  acFvely  extracFng  data  from  images  to  drive  processes      3%  -­‐-­‐  We  don’t  scan  anything.   16%      15%  -­‐  We  use  scanners,  but  ECM  –n  organized  way.   A  Short  History  of   not  in  a  The  Early  Days      34%  -­‐-­‐  We  scan  as  image  only/manually  apply  metadata.      15%  -­‐-­‐  We  scan/capture  metadata  for  archive/rou,ng.      17%  -­‐-­‐  We  scan  and  OCR  for  full  text  search.   18  
  • 5.  Decision  makers  vary  significantly  based  on  focus  of  implementaFon   Who  Makes  the  Decision?   (where  primary  decision-­‐maker  known)   RM  or   IT   Line  of   compliance   Business   Capture   15%   23%   29%   ECM  &  RM  &   24%   34%   14%   DM   Workflow  &   10%   31%   27%   BPM   SharePoint   8%   68%   6%  
  •    XX%  -­‐-­‐  Con,nuity/disaster  recovery      XX%  -­‐-­‐  Records  and  compliance      XX%  -­‐-­‐  Improve  process  throughput      XX%  -­‐-­‐  Short  Hcustomer  f  ECM  –  The  Early  Days   A   Improve   istory  oservice/access      XX%  -­‐-­‐  Reduce  paper/go  green      XX%  -­‐-­‐  Reduce  transporta,on/logis,cs  costs      XX%  -­‐-­‐  Improve  informa,on  access/KM      XX%  -­‐-­‐  Reduce  physical  office  costs      XX%  -­‐-­‐  Increase  flexibility      XX%  -­‐-­‐  Reduce  data  entry  costs   20  
  • 6.  Top  business  drivers  for  capture  clear,  but  not  necessarily  consistent      15%  -­‐-­‐  Con,nuity/disaster  recovery      39%  -­‐-­‐  Records  and  compliance      43%  -­‐-­‐  Improve  process  throughput      41%  -­‐-­‐  Short  History  oservice/access   Early  Days   A  Improve  customer   f  ECM  –  The      26%  -­‐-­‐  Reduce  paper/go  green      17%  -­‐-­‐  Reduce  transporta,on/logis,cs  costs      53%  -­‐-­‐  Improve  informa,on  access/KM      43%  -­‐-­‐  Reduce  physical  office  costs      06%  -­‐-­‐  Increase  flexibility      13%  -­‐-­‐  Reduce  data  entry  costs   21  
  • 7.  Users  value  cost  benefits  of  capture  outsourcing  most;  but  not  as   much  as  suppliers  think  they  do   8.  Service  companies  under-­‐esFmate  the  value  users  place  on   smoothing  workflow  spikes   Key  Capture  Outsource  Benefits  (name  2)   Easier  migraFon   Improve  security   Increase  flexibility   Improve  quality   Reduce  expense   Handle  "spikes"   Conserve  mgmt  Fme   Focus  personnel  
  • 9.  End  users  look  to  AIIM  and  local  events  as  most  favored  sources  of   informaFon  on  capture  and  scanning  soluFons;  soluFon  providers   tend  to  over-­‐value  their  own  email  markeFng  and  large  verFcal   events  and  under-­‐invest  in  press  (and  frankly  in  AIIM)  
  • 2010  –  BeIer  or  Worse?   What’s  in  the  Head  of  Your  Customers?   What’s  in  YOUR  Head?   Photo  source  =  hIp://www.flickr.com/photos/mcfarlandmo/3274597033/  
  • based  on  85  reporFng  companies   Total  aggregate  revenues  of  $250M  
  • 10. Healthcare  clearly  perceived  as  THE  key  growth  market;  S&L   currently  the  largest  exisFng  market,  but  likely  subject  to  pressures   in  next  few  years   Your  top  3  growth   markets?   76%  =  healthcare   33%  =  state  and  local   28%  =  banking   26%  =  oil  and  gas/uFl   21%  =  fed  govt   based  on  85  reporFng  companies   Total  aggregate  revenues  of  $250M  
  • 11. %  experiencing  revenue  growth  for  professional  services,  scanning   services,  and  sosware  sales  up  significantly  in  2010  over  2009   Business  Mix   Revenues  up   Revenues  same   Revenues  down   Last  12  months   Last  12  months   Last  12  months   Micrographic  HW   1%   75%   23%   Scanning  HW   30%   45%   26%   Micrographic  serv   5%   65%   29%   Scanning  serv   43%   28%   29%   Professional  serv   61%   26%   12%   DM  and  ECM  SW   49%   32%   19%   Sosware  Dev   26%   70%   4%  
  • 12. When  service  companies  themselves  outsource  to  a  partner,  THE   most  important  characterisFc  in  a  partner  is  service  quality.   Core  quali,es  in  an  outsourcing  partner  -­‐-­‐   name  2   Responsiveness   35%   Security   15%   Service  quality   81%   Experience   24%   CompeFtor?   24%  
  • 13. When  service  companies  themselves  outsource  to  a  partner,  the   most  likely  processes  are  film-­‐related  and  indexing  
  • 14. Top  on  the  wish  list  of  desired  support  for  vendor  partners  are:  a)   joint  sales  calls;  and  b)  pricing  flexibility  
  • 15. Top  on  the  wish  list  of  aIributes  for  scanning/capture  partners  are:   a)  price;  and  b)  reputaFon  
  • 2010  –  BeIer  or  Worse?   What’s  in  the  Head  of  Your  Customers?   What’s  in  YOUR  Head?   Where  is  the  ECM  Industry  Headed?   Photo  source  =  hIp://www.flickr.com/photos/mcfarlandmo/3274597033/  
  • Understanding  markets  in  transi,on   33   Photo  source  =  hIp://www.flickr.com/photos/ellenm1/3861396678/  
  • 34  
  • AIIM  Task  Force   Understanding  Markets  in  Transi,on   For  more  informaFon  -­‐-­‐  hIp://www.aiim.org/futurehistory   35  
  • Image  source  =  hIp://www.direcFmpactnow.com/   36  
  • Consumer  Technologies  and  the  Enterprise   You  Say  You  Want  a  Revolu,on   Enterprise  IT   Consumer    IT   On  Hold   On  Fire   Source  =  AIIM  and  TCG  Advisors   37  
  • How  can  it  be  that  I  am  so   powerful  as  a  consumer  and  so   The  Big  Disconnect   lame  as  an  employee?   How  disrup,ve  will  Consumer  IT  be   to  Enterprise  IT?   Source  =  AIIM  and  TCG  Advisors  
  • Systems of Record Systems of Engagement Command  and  control   CollaboraFve   Systems  of  Engagement  Emerge   TransacFon-­‐oriented   InteracFon-­‐oriented   Document-­‐centric   User-­‐centric   User  learns  system   System  learns  user   Security  is  key  issue   Privacy  is  key  issue   Source  =  AIIM  and  TCG  Advisors   39  
  • 1.  Aggregate  revenues  up  9.7%  vs.  2009   10.  Healthcare  clearly  perceived  as  THE  key   2.  79%  of  companies  surveyed  profitable   growth  market;  S&L  currently  the   3.  Over  50%  of  AIIM  users  surveyed  at   largest  exisFng  market,  but  likely  subject   early  stage  of  capture  competency   to  pressures  in  next  few  years   4.  Only  16%  acFvely  extracFng  data  from   11.  %  experiencing  revenue  growth  for   professional  services,  scanning  services,   images  to  drive  processes   and  sosware  sales  up  significantly  in   5.  Decision  makers  vary  significantly  based   2010  over  2009   on  focus  of  implementaFon   12.  When  service  companies  themselves   6.  Top  business  drivers  for  capture  clear,   outsource  to  a  partner,  THE  most   but  not  necessarily  consistent   important  characterisFc  in  a  partner  is   7.  Users  value  cost  benefits  of  capture   service  quality;  top  processes  film-­‐ outsourcing  most;  but  not  as  much  as   related  and  indexing   suppliers  think  they  do   13.  When  service  companies  themselves   8.  Service  companies  under-­‐esFmate  the   outsource  to  a  partner,  the  most  likely   value  users  place  on  smoothing   processes  are  film-­‐related  and  indexing   workflow  spikes   14.  Top  on  the  wish  list  of  desired  support   9.  End  users  look  to  AIIM  and  local  events   for  vendor  partners  are:  a)  joint  sales   as  most  favored  sources  of  informaFon   calls;  and  b)  pricing  flexibility   on  capture  and  scanning  soluFons;   15.  Top  on  the  wish  list  of  aIributes  for   soluFon  providers  tend  to  over-­‐value   scanning/capture  partners  are:  a)  price;   their  own  email  markeFng  and  large   and  b)  reputaFon   verFcal  events  and  under-­‐invest  in  press   (and  frankly  in  AIIM)