Property Casualty 360This copy is for your personal, non-commercial use only. To order presentation-ready copies for distribution to your colleagues, clients or customers,click the "Reprints" link at the top of any article.Upgrading Your ECM: More and DifferentContent Creates New ProblemsWith more and different information beingcollected each second by insurance carriersand the methods in which that content is beingcollected also changing rapidly, manyinsurance carriers are looking closely at theirenterprise content management (ECM)systems and the upgrades that may be needed.Steve Callahan, practice director at themanagement consulting firm Robert E. NolanCo., points to portals, social networking,agency automation, and self-service functionsas new ways carriers are employing to collectdata as well as the shift away from paper tonew forms of electronic data.“This is forcing insurers to take a new look at the mature technologies like workflow and imaging” thatcarriers have been using for over a decade, says Callahan. “Those two areas have been around forever, but weare finding more companies taking a step back into the well-proven realm of optimized workflow and are re-doing it in the context of some new technology, new processes, new sources of data, and new kinds of data.They are making an impact.”When carriers were first introduced to content management, the technology had a great impact in thenumber of ways data was being used. That number continues to increase and Callahan maintains carriers arenow studying how the data gets routed.“They are revamping a good deal of the traditional technology,” he says. “There’s also a geographicdispersion with remote employees. This is causing people to step back and maybe restructure their approachto storage and management of data. As changes come in the industry they are revisiting the infrastructureand looking at different solutions.”One of the key areas to focus on is unstructured data, which to many people means audio and video files andphotographs, but Callahan points out that some text files also are unstructured and if insurers cut up theunstructured data pie, text data is the largest portion of the pie followed by images—accident pictures,inspection pictures of a house—and then audio files, such as recorded reports for claims investigations.BY ROBERT REGIS HYLE, PROPERTYCASUALTY360.COMOctober 17, 2012 • ReprintsPage 1 of 2Upgrading Your ECM: More and Different Content Creates New Problems | PropertyCas...10/17/2012http://www.propertycasualty360.com/2012/10/17/upgrading-your-ecm-more-and-differen...