Marknadens krav på ökad kundservice, insikt, kontroll och helhetsvy av information och
kund, samt regelverk ställer höga krav på hur företag hanterar sina ärendeprocesser
och affärsinformation. IBM adresserar detta genom att annonsera Advanced Case
Management, som kombinerar alla de egenskaper som behövs för en effektiv och kvalitativ hantering.
Talare: Mathias Sognefors, Nordic ECM Sales Lead, IBM
Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.
New information strategy, Advanced Case Management (IBM Information Management)IBM Danmark
Læs mere om strategien bag IBM’s nylancerede Advanced Case Management-løsning, og lær hvordan den kan skabe konkrete forretningsmuligheder for din virksomhed.
Læs mere her: bit.ly/softwaredagim1
Learn the key success factors that banks must address to differentiate mobile offerings and provide industry-leading capabilities that drive customer satisfaction.
Learn how to:
Navigate the diverse digital payments “ecosystem”
Support customer loyalty and retention
Gain valuable customer insights from mobile data
Achieve symmetry with other mobile trends
Leverage core legacy technology investments
Demonstrate return on investment
Learn about critical IT Service Management challenges and engage with featured Gartner Analyst, Jarod Greene, and FrontRange Director of Product Marketing, Craig Ledo. Walk away with actionable advice that will enable you to maximize efficiencies with reduced cost and complexity.
This webinar takes an in-depth look at the evolution of IT Service Management (ITSM), current trends and where the technology is going. Hear how flexible deployment options (on-premise, cloud or hybrid - combining on-premise and cloud) and the need for a single solution that meets your needs at every level of ITSM maturity is critical to helping your organization maximize operational efficiencies, reduce IT Costs and improve service quality and compliance.
Watch the full webinar: http://www.brighttalk.com/webcast/8533/57723
Are you listening to your data? Chris Stanley Virtusa John Colley
Chris Stanley, Virtusa, discusses some of the issues surrounding information in a business and in particular, the impact that Big Data is having. You can here the whole of Chris's Presentation in an audio recording in an edition of the Six Minute Strategist Podcast at http://jbdcolley.com/virtusa. Claim your Free Six Minute Strategist Six Minute Audit at http://jbdcolley.com
If you would like to discuss with me how we can assist your business, please email me at john.colley@iafcapital.com or call me on my UK cell phone +44 7813 672 612
New information strategy, Advanced Case Management (IBM Information Management)IBM Danmark
Læs mere om strategien bag IBM’s nylancerede Advanced Case Management-løsning, og lær hvordan den kan skabe konkrete forretningsmuligheder for din virksomhed.
Læs mere her: bit.ly/softwaredagim1
Learn the key success factors that banks must address to differentiate mobile offerings and provide industry-leading capabilities that drive customer satisfaction.
Learn how to:
Navigate the diverse digital payments “ecosystem”
Support customer loyalty and retention
Gain valuable customer insights from mobile data
Achieve symmetry with other mobile trends
Leverage core legacy technology investments
Demonstrate return on investment
Learn about critical IT Service Management challenges and engage with featured Gartner Analyst, Jarod Greene, and FrontRange Director of Product Marketing, Craig Ledo. Walk away with actionable advice that will enable you to maximize efficiencies with reduced cost and complexity.
This webinar takes an in-depth look at the evolution of IT Service Management (ITSM), current trends and where the technology is going. Hear how flexible deployment options (on-premise, cloud or hybrid - combining on-premise and cloud) and the need for a single solution that meets your needs at every level of ITSM maturity is critical to helping your organization maximize operational efficiencies, reduce IT Costs and improve service quality and compliance.
Watch the full webinar: http://www.brighttalk.com/webcast/8533/57723
Are you listening to your data? Chris Stanley Virtusa John Colley
Chris Stanley, Virtusa, discusses some of the issues surrounding information in a business and in particular, the impact that Big Data is having. You can here the whole of Chris's Presentation in an audio recording in an edition of the Six Minute Strategist Podcast at http://jbdcolley.com/virtusa. Claim your Free Six Minute Strategist Six Minute Audit at http://jbdcolley.com
If you would like to discuss with me how we can assist your business, please email me at john.colley@iafcapital.com or call me on my UK cell phone +44 7813 672 612
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012. This presentation discusses Accenture’s distributed consulting model
Bill Reed, Managing Director & Co-Founder, Aventi Group, Discusses How To Sink The Competition Utilizing Torpedo Product Marketing Strategies. Listen to the discussion with Bill on the Global Product Management Talk http://bit.ly/RDnbtF
Our CLM solution captures rich business intelligence to deliver exceptional Expense Management, Mobile Device Management, Provisioning and Help Desk services.
Vertex | Customer Managerment Outsourcing | OverviewVertex Group
Enhancing business value, improving the customer experience
Your success relies on your customers, which is why we use our expertise, experience, and proven methods to improve your organization’s effectiveness. Whatever the economic climate, we manage the ongoing evolution of your customers’ experience, making your relationships successful and long-term.
Vertex helps you turn your customer interactions into insight, addressing three key areas in customer experience management: resolving customer contacts to create real value, analyzing transactions that don’t add value, and continually improving service effectiveness and efficiency.
Whose View is it Anyway: Addressing Multiple Stakeholder Concernssferoz
Talk at Agile India 2012 Conference.
The presentation is about using Supportability Framework to transform stakeholder concerns relating to quality attributes such as modifiability, extensibility, deployability etc. into features and concrete user stories, and creating a roadmap that lets the system evolve across all its abilities, not just functionality.
Read the full narration at http://www.canopusconsulting.com/canopusarchives/?p=343
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012. This presentation discusses Accenture’s distributed consulting model
Bill Reed, Managing Director & Co-Founder, Aventi Group, Discusses How To Sink The Competition Utilizing Torpedo Product Marketing Strategies. Listen to the discussion with Bill on the Global Product Management Talk http://bit.ly/RDnbtF
Our CLM solution captures rich business intelligence to deliver exceptional Expense Management, Mobile Device Management, Provisioning and Help Desk services.
Vertex | Customer Managerment Outsourcing | OverviewVertex Group
Enhancing business value, improving the customer experience
Your success relies on your customers, which is why we use our expertise, experience, and proven methods to improve your organization’s effectiveness. Whatever the economic climate, we manage the ongoing evolution of your customers’ experience, making your relationships successful and long-term.
Vertex helps you turn your customer interactions into insight, addressing three key areas in customer experience management: resolving customer contacts to create real value, analyzing transactions that don’t add value, and continually improving service effectiveness and efficiency.
Whose View is it Anyway: Addressing Multiple Stakeholder Concernssferoz
Talk at Agile India 2012 Conference.
The presentation is about using Supportability Framework to transform stakeholder concerns relating to quality attributes such as modifiability, extensibility, deployability etc. into features and concrete user stories, and creating a roadmap that lets the system evolve across all its abilities, not just functionality.
Read the full narration at http://www.canopusconsulting.com/canopusarchives/?p=343
IBM Banking: Automated Systems help meet new Compliance RequirementsIBM Banking
IBM automation systems, such as e-discovery and auto-classification, help financial firms achieve transparency and meet compliance requirements while maximizing the value of your existing content management architecture.
From insight to action - data analysis that makes a difference! - Heena JethwaIBM SPSS Denmark
Presentation from an IBM Business Analytics seminar, held the 22th of november 2012 at IBM Client Center Nordic.
Description:
Global competition has increased, and the need to meet customer demands has never been more important. It is essential that all parts of the company work efficiently to achieve success. IBM SPSS Predictive Analytics can help you increase efficiency and reduce costs at every stage of your operational processes. Predictive Analytics helps your organization to capture structured and textual data, so you can better manage its assets, maintain the infrastructure and capital equipment, as well as maximize the performance of your people, processes and assets.
Heena Jethwa, Program Director - Predictive Analytics Market Strategy, IBM
Case Management: Managing chaos: unstructured processes and dynamic BPMCapgemini
Business Process Management (BPM)
solutions have helped organizations
manage structured business processes
that are clearly documented and
well understood. But organizations
now face the challenge of managing
unstructured or semi-structured
processes that are collaborative,
content-intensive, and subject to
constant change. Case Management around a BPM
solution – preferably in conjunction
with an Enterprise Content
Management system – solves many
of the problems.
Globally manufacturers are facing a more complex and demanding environment, with slower economic growth, volatility in commodity prices, higher cost of warehousing, and a growing complexity of their supply chains to accommodate shifts in market demands. To achieve sustained growth and competitiveness in this environment, most industrial companies have by now, implemented ERPs and other technologies that help them capture data along their value chain. However, the underlying processes are still lacking in connectivity, rigor and controls, and the data gathered is difficult to interpret and analyze for real-time and accurate decision-making. Genpact has developed the insights and operational practices to power intelligent manufacturing enterprises with smarter processes, smarter analytics and smarter technologies to help them grow and outcompete.
This presentation was given at GRC Conference in Boston (October 2010) and explains the interesting triad of not only People, Process & Technology but also Culture, Structure & Strategy. Besides, it moves beyond the 'alignment' idea and goes deep into the 'synchronization' needs of today's companies
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
Grow smarter project kista watson summit 2018_tommy auoja-1IBM Sverige
Avicii på Tele2 arena, Drake på Globen och AIK - Luleå på Hovet bäddar för en trång lördagseftermiddag i Globenområdet... (SVT Nyheter, 1 mars 2014) ...och problemen kvarstår än idag
Talare: Tommy Auoja, Kundansvarig för Offentlig Sektor, Kontaktperson i EU projektet GrowSmarter, IBM
Presentation från Watson Kista Summit 2018
Bemanningsplanering axfood och houston finalIBM Sverige
Automatiserad budgetering – låt matematiken göra grovgörat för att säkerställa en optimerad bemanning
Talare: Niklas Westerholm, Axfood & Robert Moberg, Chief Analyst, Houston Analytics
Presentation från Watson Kista Summit 2018
File share and sync (bara) är så 2017!
Att dela filer bekvämt och säkert var bara början. Box har gått vidare till att integrera delade filer i applikationer och processflöden, och revolutionera både internt och externt arbete. Hur kan det revolutionera för dig?
Talare: Jan Hygstedt, Director Nordic, Box
Presentation från Watson Kista Summit 2018
Watson kista summit 2018 en bättre arbetsdag för de många människornaIBM Sverige
Först tvingades vi anpassa oss efter datorerna. Sedan använde vi dem för att samarbeta med varandra. Nu är det dags för datorerna att förstå oss. Vad innebär det för vår arbetsvardag?
Talare och moderator: Peter Bjellerup, Executive Consultant - Social Business, Collaboration & Knowledge Sharing, IBM
Presentation från Watson Kista Summit 2018
Iwcs and cisco watson kista summit 2018 v2IBM Sverige
Samarbeta både över tid och i realtid
Cisco Spark och IBM Connections – tillsammans! Kombinera ledaren för konversationer i realtid – text, video, individuellt och i team med branschledaren sedan sju år för internt samarbete, transparens och nätverk.
Talare: Bo Holtemann, Solution Specialist, IBM Collaboration Solutions
Presentation från Watson Kista Summit 2018
IBM Information Management - Optimera er verksamhet och öka kundnyttan med nästa generation av avancerad ärendehantering
1. Nästa generations ärendehantering
Optimera er verksamhet och öka kundnytta med
nästa generation av avancerad ärendehantering
Mathias Sognefors
ECM Sales Leader - Nordics
2. Industry Solutions
We are evolving our delivery model to support our clients’ view of “solutions”
IBM Software Technology IBM Solution Products
Repeated patterns
are integrated into
new program
products
3. Current Business Challenges
Knowledge workers in all industries
must do more with less…
…yet business needs to improve service
and manage risk while optimizing costs
4. Current Business Challenges
Knowledge workers in all industries
The volume and
Access to
variety of information do more with less…
must expertise is
can be
imperative to
overwhelming…and it
quality decision
is arriving faster every
making
day
Flexibility is
Regulatory or legal
essential to
risks impose need to
responding
consistently adhere
effectively to
to critical policies
opportunities or
and rules
threats Automation has handled the
routine,
exceptions are now the norm,
…yet business needs to improve service
many automated processes
and manage are outsourced
risk while optimizing costs
5. Case Management Drive Business Benefits
Knowledge workers in all industries
must do more with less…
Improve Customer
Service Improve
Operational
Speed Delivery Efficiencies
Improve Case Reduce Costs
Outcomes
Reduce Errors
Create Provide Information Accuracy
Competitive Manage Risk
Differentiation Assure Best Practices
Foster Collaboration
…yet business needs to improve service
and manage risk while optimizing costs
6. What is Case Management?
• Case Management typically includes creating a case file and
following a process to ensure delivery of services. Case related
information is used by case managers or a case team who
collaborate to resolve and close a case.
• After a case is closed, information is typically retained for
compliance or long-term business processes.
• Case management is highly collaborative, dynamic, and event
driven work, with typically long lived cases and processes.
7. Next-Generation of Case Management is Emerging
Flexible and
adaptive
technologies from
these markets can Collaborative
address many case Software
management
ECM BPM
requirements but
need to be deeply
integrated to meet
new challenges Case
Horizontal Management CRM
Case Apps
Vertical or horizontal
applications solve
Vertical specific case
Case Apps ERP problems but may
lack the flexibility
and extensibility to
serve as a foundation
for advanced case
management
8. Different Types of ‘Cases’ Across Industries
Invoice, contract, employee, vendor, customer, project, change
request, complaint, exception, incident, audit, eDiscovery, etc.
INSURANCE BANKING HEALTHCARE GOVERNMENT ENERGY
• Policy • Loan • Patient case • Benefits • Rate case
• Dispute enrolment
• Underwriting • Member • Claim
• Mortgage • Grant
• Claim • Account • Provider • Permit
• Court case
• Annuity • Credit card • Land
• Personal line • Citizen
• Property
• Investment • Taxpayer
However, a common pattern of challenges exists across industries
9. What capabilities are needed for advanced case mgmt?
A solution pattern where… For challenges such That requires unique
as… capabilities from…
• There are collaborative, • Complex exception • Content management
ad-hoc processes handling • Business process
• Activities are event- • Complaint or dispute management
driven management • Collaboration tools
• Work is knowledge • Contract management • Social software
intensive • Lending applications • Business rules
• Content is essential for • Benefits enrollment • Analytics
decision making
• Rate case management
• Outcomes are goal-
• …that are both horizontal
oriented
and vertical in nature
• The judgment of people
impact how the goal is
achieved
• Process is often not
Bring predetermined
people, process and information together … in context of a case
10. IBM Advanced Case Management
Case Worker Runtime
Case Builder Solution
Design
Case APIs &
Extensibility
Content Events Workflow Rules Collaboration Integration Analytics
& Social S/W
people process information
● Unites information, process and people ● Manages and governs entire case lifecycle
● Delivers optimized case outcomes ● Provides extensive ecosystem of partners
through analytics, rules, collaboration delivering case management solutions
and social computing ● Shortens time-to-value with better tools,
● Supports work management of out-of-the box solutions and templating
structured and unstructured activities capabilities
● Delivers trusted information to the case
11. 11
IBM Case Manager – Product view
• Product launch: 4Q - 2010
– Solution Builder, Run Time Client, and related APIs
• Solution builder tool oriented to needs of business analysts
• New end user interface & design tool with out-of-the-box widget-based case
management environment
• Case templating, including dynamic activity creation and assignment and pre-
defined process creation/integration
– Content Analytics 2.2
• Full Text Unstructured Analytics
– Cognos Real Time Monitoring 10.1
• Real Time Analytics
– SameTime 8.5.1
• Embedded awareness in case runtime and web chat
– ILOG jRules
• Business rules engine
17. 17
ACM leverage IBM Software
• Enterprise Content Management
– Records Management & Classifications
– Collection & archiving
• WebSphere
– Business process management
– Enterprise integration & application deployment
• Information Management
– Master data management
– Information modelling, definition, governance and integration
• Lotus
– Enhanced collaboration, social networks, portal and mashups
18. IBM partners for vertical case management solutions
• Over 500 Business Partner
solutions are listed in our
Industry Solutions Catalog.
• Over 200 of these
solutions exist to address
industry specific issues
relative to case
management in all its
forms.
http://www-01.ibm.com/software/data/information-agenda/catalog/
18
19. 19
IBM ACM Communities & Info
• More information on IBM Advanced Case Management:
– www.ibm.com/software/data/advanced-case-management/
• IBM Advanced Case Management blog:
–www.ibm.com/blogs/acm
• ECM UserNet - the worldwide community of ECM users:
– www.ibm.com/software/data/content-management/usernet.html
• ECM On-line Community – share and interact with peers around the
world:
– www.ibm.com/community/ecm