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OpenText - Moving content to the cloud: Your way, your pace
The document discusses the benefits and challenges of migrating content to the cloud, highlighting a phased hybrid approach that allows for integration of cloud and on-premises solutions. It emphasizes the importance of improving content management, agility, and security while providing actionable recommendations for organizations to start their cloud migration. Real-world examples showcase how enterprises can effectively utilize hybrid solutions for improved collaboration and customer satisfaction.
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OpenText - Moving content to the cloud: Your way, your pace
- 1. OpenText Confidential. ©2020All Rights Reserved. 1 Moving content to the cloud: Your way, your pace Actionable insights for digital transformation from Forrester Consulting October 26, 2020 Alison Clarke, Director, Product Marketing | Content Suite & Extended ECM Sandi Nelson, Sr. Manager, Product Marketing | OpenText Cloud
- 2. OpenText Confidential. ©2020All Rights Reserved. 02 04 01 The 2020 Forrester Consulting report helps us understand… Navigating the road to digital transformation 03 Where today’s organizations are in their transition to the cloud What challenges they face How your organization can get started What real-world approaches other enterprises are taking
- 3. OpenText Confidential. ©2020All Rights Reserved. The takeaway Moving content to the cloud doesn’t have to be all or nothing. A hybrid solution enables cloud and on-premises solutions to work together. +
- 4. OpenText Confidential. ©2020All Rights Reserved. 1 Key insights Why move content to the cloud? Keyinsights
- 5. OpenText Confidential. ©2020All Rights Reserved. Achieve top business objectives 3/4 say improving content management accelerates digital business 1 Keyinsights
- 6. OpenText Confidential. ©2020All Rights Reserved. Achieve top business objectives 3/4 say improving content management accelerates digital business 1 Keyinsights Improve agility and collaboration 46% value quick access to content
- 7. OpenText Confidential. ©2020All Rights Reserved. Achieve top business objectives 3/4 say improving content management accelerates digital business 1 Keyinsights Improve agility and collaboration 46% value quick access to content Drive innovation Significant improvements to customer experience (72% vs 25%) security (70% vs 16%) and usability (64% vs 16%)
- 8. OpenText Confidential. ©2020All Rights Reserved. 2 Challenges and opportunities How to overcome common barriers to cloud migration Challenges&opportunities
- 9. OpenText Confidential. ©2020All Rights Reserved. 2 What’s keeping companies from moving content to the cloud? Complexity Security Migrating from existing systems Managing growing volume of content Using vendor’s application or data center Sharing access to data Challenges&opportunities
- 10. OpenText Confidential. ©2020All Rights Reserved. 2 64% say migration paralysis is a competitive disadvantage 51% struggle to meet customers’ needs for access to information 70% of cloud adopters have improved security Complexity Security But how valid are these perceived barriers? Challenges&opportunities
- 11. OpenText Confidential. ©2020All Rights Reserved. 2 A hybrid approach can help companies overcome migration paralysis. Phased approach at your pace More flexibility and control Faster sales and service cycles Better collaboration and customer satisfaction All without sacrificing security, compliance, or usability Benefits of a hybrid solution: Example Collaborative content apps deployed via the cloud, with integrations to on-prem content Challenges&opportunities
- 12. OpenText Confidential. ©2020All Rights Reserved. 2 In some cases, a hybrid approach can offer even more benefits than a cloud-only solution. Improved security Flexibility to support our cloud environment of choice Customer satisfaction 71% 68% 70% 46% 64% 80% Challenges&opportunities
- 13. OpenText Confidential. ©2020All Rights Reserved. 3 Gettingstarted Recommendations for implementing a hybrid approach 1. Evaluate on-prem applications 2. Prepare to live in the world of hybrid 3. Balance user experience with governance and compliance 4. Consider the advantages of phased migration 5. Look to cloud content platforms for new use cases 1. Evaluate on-prem applications 2. Prepare to live in the world of hybrid 3. Balance user experience with governance and compliance
- 14. OpenText Confidential. ©2020All Rights Reserved. 3 Gettingstarted Four tips for getting started Strategy Build on successes and create a migration strategy. Success Define what success looks like for your organization. Scope Pick a process, problem, or group. Simplicity Don’t overcomplicate things.
- 15. OpenText Confidential. ©2020All Rights Reserved. 4 Use cases and customer examples From insights to action Customerusecases
- 16. OpenText Confidential. ©2020All Rights Reserved. Challenge: Increased remote work during the pandemic exposes risks and inefficiencies. Non-compliance risks Issues from unapproved file share apps Difficulties with governance and management Disbursedworkforce
- 17. OpenText Confidential. ©2020All Rights Reserved. Hybrid solution: Equip remote workers with cloud solution features integrated with on-prem content platforms and tools. Maintain continuity of business processes Enable better collaboration Achieve 100% compliance and governability Disbursedworkforce
- 18. OpenText Confidential. ©2020All Rights Reserved. Challenge: Poor file sharing and collaboration when onboarding new customers. Spans multiple areas and channels Complicates the customer experience Creates compliance risks and time lags Customeronboarding
- 19. OpenText Confidential. ©2020All Rights Reserved. Hybrid solution: Share files through a cloud app with secure integrations to on-prem content. Ensures a positive customer experience Optimizes onboarding Minimizes impact on existing processes Meets legal and compliance requirements Customeronboarding
- 20. OpenText Confidential. ©2020All Rights Reserved. Challenge: A dispersed sales force struggles for access to the right content. Customer acquisition suffers Sales teams miss revenue targets Attrition increases Salesefficiency
- 21. OpenText Confidential. ©2020All Rights Reserved. Hybrid solution: Arm the salesforce with up-to-date information, anytime, anywhere. Ensure positive CX Expedite information access Enable secure access Simplify signature-related processes Salesefficiency
- 22. OpenText Confidential. ©2020All Rights Reserved. Challenge: The pandemic requires operational cost-cutting. Urgent need to reduce workforce, increased use of external contractors Manual processes create inefficiencies and risk Pressure to streamline processes and decisions Externalcontractors
- 23. OpenText Confidential. ©2020All Rights Reserved. Hybrid solution: Deliver information when and where it’s needed. Surface content on-demand Remove silos for faster, smarter decisions Increase personal and team productivity Delight customers and maximize partner value Externalcontractors
- 24. OpenText Confidential. ©2020All Rights Reserved. Our customers are heavily engaged in hybrid moves to the cloud.Water management regulator: Facilitating collaboration now; then a larger content services project 1 Environmental research council: Collaborating across agencies and partners to shape innovation 2 Major utility: Piloting Core Share with 100 users, targeting 25,000 next 3 Major food company: Enabling file-sharing with third parties (vs. DropBox) 4 Major UK hospital: Storing, searching, sharing HR records 5 Large sports organization: Sharing documents with external contractors 6 Real estate company: Improving document access across siloed organizations 7
- 25.
Editor's Notes
- #3 Earlier this year, OpenText commissioned Forrester Consulting to explore the use of cloud for content storage, management, and collaboration We wanted to understand where enterprises are in their digital transformation journeys with respect to content. What they’ve gained or what they expect to gain from moving content to the cloud. And, most importantly, what might be holding them back – because that’s something we wanted to understand in more detail. What exactly are those challenges, or perceived challenges, that can keep organizations from getting to where they want to be? Forrester Consulting surveyed 208 people with influence into ECM decisions at enterprises in North America and EMEA. I’ll take you through some key data points. Then I’m going to share some real-world stories and examples of how enterprises are overcoming those challenges and getting started. The full report is available on the Digital Zone or https://www.opentext.com/file_source/OpenText/en_US/PDF/Forrester-Study-on-Cloud-Content-Services-Thought-Leadership-Paper.pdf
- #4 And here’s a spoiler alert: it doesn’t have to be all or nothing. The stories I’ll walk you through make it clear that you can get started without having to do it all at once, in an all-or-nothing mindset. “Hybrid” is a word I’ll use a lot – where cloud and existing on-prem solutions can work together.
- #5 So, what did Forrester discover? I’ll make the full report available at the end of this session, but I’m going to highlight 3 key things for you right now.
- #6 The first thing I'll draw your attention to is this finding – that a modernized content management approach is crucial to digital transformation. The two go hand in hand. In Forrester’s research, more than three-quarters of organizations cited improving content management (and we can read that as moving to the cloud) as being significantly important to accelerating their digital business.
- #7 This next point is about agility. Forrester found that these days, a modern content strategy must include cloud. Cloud content services simplify access, content creation, and processing with both customers and business partners, streamlining the experience of interacting with content for all stakeholders. Respondents don’t want to be slowed down by clunky, outdated content tools. 46% cited the value of “Quick access to content in the context of the relevant process/task.”
- #8 And third, Forrester's research confirms that ECM decision-makers find that cloud-based content is better for innovation than on-prem. 57% of content is still stored on premises, but organizations that take a cloud-based approach see considerably greater benefits to customer experience (72% vs 25%), security (70% vs 16%) and usability (64% vs 16%) than their on-prem peers.
- #9 So those were just 3 findings within the report, and yet I think you’ll agree, the benefits of migrating content to the cloud are obvious and impactful. Why, then, are many companies, as Forrester puts it, “less certain” about how to proceed on their cloud migration journey?
- #10 Forrester’s research showed that migrations to cloud content platforms stall for two main reasons: difficulty in moving large volumes of content and concerns about losing control over confidential, sensitive information. Let’s get into the details a bit: Many organizations are choosing to stand still rather than confront the prospect of migrating their entire content management suites to the cloud. Nearly half (49%) of respondents who are not in the cloud today said that because they don’t believe it’s realistic that their organizations will ever be 100% cloud-based, it doesn’t make sense for them to even start migrating. Organizations have a perception that migrating to the cloud will leave their data vulnerable, while remaining in an on-prem environment could be a safer, more familiar option. They may have distrust in the vendor’s application or data center, be wary about giving vendors access to their data, or lack trust in cloud security in general.
- #11 Those organizations that are in migration paralysis are being left behind: 64% stuck with on-prem only say their content management strategy puts them at a competitive disadvantage And 51% say they’re struggling to meet customer expectations for access to self-service information And, as it turns out, security worries are unfounded: 70% of those adopting cloud have IMPROVED security. So letting those perceived barriers serve as real barriers is a significant issue for businesses. But how do you move past these concerns?
- #12 Well, hybrid cloud options allow organizations to move content and collaboration apps to the cloud at their own pace and maintain control, while still benefitting from the agility that comes with moving to the cloud. For example, new collaborative content apps can be deployed to users quickly in a cloud content platform, but integrations or connectors give them access to content still stored on-prem. Forrester found that organizations that adopt a hybrid approach have far more flexibility, faster sales and service cycles, and better collaboration and customer satisfaction without sacrificing security, compliance, or usability.
- #13 In some areas, hybrid can even offer MORE benefits that cloud on its own (flexibility and customer satisfaction, in particular).
- #14 In the report, you’ll see that Forrester puts forward 5 key recommendations, which we’ve got listed out here. They’re about taking a real look at the value you’re getting from your on-prem content tools and thinking seriously about using hybrid approaches to help overcome some of those perceived barriers that may be holding your organization back. For today, I’m going to focus on these last two: If a phased or hybrid strategy offers many advantages, as Forrester has found, what are some examples and use cases that might be helpful to look at, to get your own thinking started? And, just before that, what are some tips to take on board?
- #15 My first piece of advice: keep it simple. Don’t overcomplicate things. Focus on a business process, a focused problem, or a group or team where the issue might be solved with a cloud solution that ties into your on-prem scenarios. One that doesn’t require ripping and replacing anything, other than inefficient or outmoded ways of working. Figure out how you’ll measure success. You want to test the theory and prove the value. If your first project meets your success criteria, tackle another, or create a strategic plan for a larger (phased) migration strategy.
- #16 So I talked about choosing a business process, a focused problem, or a group or team where the issue might be solved with a cloud solution. Let’s look at some examples and I’ll aim to get you thinking about relatively easy ways to get rolling.
- #17 [CORE SHARE FOCUSED] Every challenge presents an opportunity, and we talk a lot here at OpenText about resilience through crises like the pandemic. But when most or all your workforce has been working remotely, you tend to see workarounds coming up, more than ever. Things like staff using personal email and unapproved file-share tools to pass files back and forth and collaborate. They’re focused on getting the job done, but what about security and compliance? With files created and stored in a variety of locations, governance and management become impossible. It’s a great chance to think about a hybrid cloud solution.
- #18 What if you could ensure that remote workers had access to a cloud-based, IT-sanctioned app with all the advanced tools and features they expect – which also ties into your on-prem content services platforms and tools? Here’s what might the benefits look like: Continuity: Keeping business processes moving forward despite fragmented workforces and information flows Collaboration: Keeping dispersed and distracted teams connected and on target by ensuring everyone has the most current, accurate information Governance: Accomplish all this while adhering to security, compliance, and privacy best practices and regulations You’d be giving your teams what they’re looking for – that user-friendly and ultra-modern experience – while at the same time ticking all your security and governance boxes. Everyone wins.
- #19 [CORE SHARE FOCUSED] No matter what industry you’re in, you very likely need to gather content from, and share content with, new customers during the onboarding process, all while complying with regulatory requirements. But onboarding a new customer can span multiple areas of your business and involve multiple communication channels, providing the customer with a potentially confusing and complicated experience. Dealing with missing or incomplete information takes extra time and risks regulatory non-compliance.
- #20 So what if you could leverage a cloud application for file sharing (and even signature gathering) with your customers – knowing that it had secure integrations to your on-prem content services – to ensure a positive customer experience and high acceptance across all interaction channels? By improving file sharing and collaboration and providing visibility and transparency for the new customer as they interact with your company, could you onboard more new customers more efficiently? Here’s what the benefits of a hybrid cloud solution here might look like. You could: Optimize the onboarding journey and reduce the time from days to minutes Minimize the impact on your existing processes through seamless integration into your existing IT landscape Reduce the complexity around strict legal regulations and compliance requirements You might also gain competitive advantage by setting your org apart from others that let barriers stop them from adopting cloud for content
- #21 [CORE SHARE FOCUSED] Across all industries, companies need to disseminate content to their sales organization, ensuring reps have the latest sales and marketing collateral at their disposal. Today’s sales kits are often a collection of electronic documents on a file share that generally consist of all the documents needed to win new customers. Customer acquisition suffers when a salesperson doesn’t have the right information for a customer readily available. The inability to find key documents for a customer or finding only outdated versions can cause salespeople to miss revenue targets and increase attrition. With sales teams dispersed, how do you make sure they have access to the latest, approved materials, from anywhere? A real problem for this important group represents a real opportunity to bring a hybrid cloud solution into the fold.
- #22 Arming the sales force with the latest information, wherever they are and on any device, while removing outdated collateral, is critical and will help drive revenue. Everything from a sales letter with pitch, a company brochure, product data sheet…you name it. And when you give them access through a cloud front end, here’s what the benefits might look like: Ensure a positive customer experience – because those prospects now have the content they need to make a decision Help reps get at the content they need, faster, thanks to things like push notifications, and mobile access Put content into the right hands, and only those hands, with tools for digital rights management and remote wipe capabilities, Get contracts signed faster, with tools like a fully integrated, enterprise-grade electronic signature solution It’s hard to imagine doing it any other way.
- #23 [xECM FOCUSED] With the economic impact and uncertainty brought about by COVID-19, a lot of organizations are looking to reduce costs. Often, HR workforce reduction is the first measure. A new HR survey from Gartner shows that nearly half of respondents (49%) have implemented hiring freezes, and 41% are making efforts to use technology more efficiently. With a reduced workforce, all members of the organization must be equipped to be both efficient and effective. That means you’ve got to eliminate manual content processes; make content easy to find and use; cut out costly errors where information is concerned; and help the streamlined workforce make faster, better decisions on everything from sales to new vendors.
- #24 What if your mission-critical content could be controlled securely in your content services platform while being surfaced on-demand right within the process it relates to? Enterprise applications such as SAP, Salesforce, or SuccessFactors You’d regain lost time, remove information barriers and silos, make faster and smarter decisions, and be prepared to forge ahead, leaner but more efficient. Your business can optimize operations and react to situations with confidence as all information is now flowing through the right business processes. When employees see how easy it is to access and manage content inside applications like SAP and Salesforce from anywhere, personal and team productivity skyrockets. You will be equipped to delight customers, maximize partner value, and achieve organizational goals Cloud technology can make this happen, leveraging content wherever it resides in your existing content services platform (including on-prem). [If helpful to clarify how this works, can reference this scenario: Think about a customer request regarding a missing order. The support rep may be accessing the customer record in Salesforce. They see the order was shipped and received by the customer, but the customer continues to insist they didn’t receive it. This is a critical account, and a high value transaction. The service rep wants to quickly pull together a few people who are instrumental in determining what happened and what should be done next. While still working in Salesforce, she spins up a Microsoft Team related to the customer and the support request. The Team is also automatically accessible by both the customer’s Sales team who use O365 and the supply chain team member who signed off on the order pickup who is working in SAP. The three groups work together seamlessly from the application they work in every day. It turns out the order was shipped to the wrong customer location. The support rep contacts the customer to update them on what happened and provide them with confirmation the order is now being re-routed. A week later the Sales Rep can see the order was now delivered to the right location, has access to all the related information and is able to give the customer a courtesy call to follow-up. Information travels seamlessly across the applications, everyone has access to the most current, aggregated information as the situation evolves, and after it’s resolved, the entire case with all related content, metadata and the context of what happened is stored for future reference by the sales team, or governed as a business record.]
- #25 Our customers are heavily engaged in hybrid moves to the cloud. Just to give you a handful of real-world scenarios involving our cloud-based Core Share solution: A water management regulator is using cloud to facilitate collaboration between different teams, then phasing into a larger content services project later this year An environmental research council is using cloud to collaborate across multiple agencies and partners to shape their innovation agenda A major utility is taking the ‘group’ approach and piloting Core Share with 100 users, targeting 25000 next; Another utility is using it to enable external sharing and collaboration A major food company is using it to allow multiple departments to share files with third parties (vs DropBox) A major hospital in the UK is trying cloud to store, search, and share HR records A large sports organization is using cloud to share documents with external contractors and third parties A real estate company is using our cloud content tool to improve communication and document access between siloed organizations that all need the same documents for customer delivery