Digital Transformation Strategy

2-20-2020

2 | Company Confidential © 2019 Upland Software, Inc.

Blake Gilmore is a digital native who helps organizations to achieve their digital

transformation goals through process consulting and software. As the Director of

Implementations for Upland-FileBound, Blake has guided more than 100 clients on

their journey of transformation and uses that experience to help individuals better

understand the impacts of technology on their organization. Blake will help you navigate

the jargon, explain the significance to leadership, and create a roadmap to

transformational digitization. With a long history of work in the IT industry, Blake now

serves as the Director of Product Management for Upland’s Document Workflow Cloud,

a suite of Document Lifecycle Automation tools that improve productivity and reduce

cost by providing capabilities to digitize, organize, automate, integrate, analyze, and

optimize high-volume processes.

About the Presenter

Industrial Revolution

A period of technological revolution and increased productivity that fundamentally reshapes almost every aspect of daily life.

4 | Company Confidential © 2020 Upland Software, Inc.

1780 1870 1969 TODAY

First Industrial Revolution

Mechanization & Steam Power

Second Industrial

RevolutionMass Production &

Electrical Power

Third Industrial

RevolutionAutomation, Computers &

Electronics

Fourth Industrial Revolution

Cyber-Physical Systems, Big Data, Internet of Things

Industrial Revolutions

How does an organization thrive in the fourth industrial

revolution?

Digital Transformation

The act of fundamentally transforming an organization to enable it to adapt to rapid changes.

The State of Content Management

79%Of organizations

feel that Digital

Transformation is

important to the

future of their

organization.

Most desired content services

capabilities:

content integration into core business processes

flexible and hybrid deployment

built-in RM capabilities

automated categorization and classification

44%

39%

36%

35%

The State of Content Management

>50% 70% 58%More than 50% of

organizations see

automation of compliance

and governance as “highly

important” or “a deal

changer,” but for 70% of

them, key governance

processes remain less

than 50% automated.

Of organizations believe

that “Information

Governance is better sold

indirectly — as a

byproduct of

automation and

customer experience —

than head on.”

Organizations are

clearly pivoting their

priorities toward

processes and

analytics, and content

services is becoming a

commodity

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Content Management

Digital Documents

Document Management

Records Management & Preservation

Capture

Process Management

Automated Workflow

Case Management

Data Integration

Data Management

Data Extraction, Recognition & Standardization

Reporting & Analytics

Automated Insights

Personal Data

Industry Convergence

Content Lifecycle

11 | Company Confidential © 2019 Upland Software, Inc.

+ Case management

+ Transcript request

+ Permitting

+ HR On-boarding

+ HR Off-boarding

+ Online Student Enrollment

+ Employee Contracting

+ Vendor Contracting - NDA

+ Yearly Training – Bloodborne Pathogen & Discrimination/Harassment

+ Application Request

+ Capital Outlay

+ Capital Expenditure/Project Initiation and Approval

+ Pre-Travel Request

+ IT Orientation

+ Suicide Intervention

+ Student Safety/harassment

+ Bus Request

+ Family Access Request

+ Request for Records

+ Food Service Refund

+ McKinney-Vento Verification

+ Invoice Approval

+ Employee review

+ Grant management

+ Admissions

+ Business Plan Review

+ Utility service workorders

+ New service request (Utilities)

+ Expense Report

+ Office supply request

+ Resource Request

+ Meeting Room Resource Request

+ Field Request

+ Equipment Request

+ Maintenance Request

+ IT/Software Request

+ Applicant processing - New Hire

+ Personnel status change / Action Form

+ School permission forms

+ Student medical forms

+ Notification of separation from employment

+ Guidance counselor meeting request

+ Loan application/loan processing

+ Employee Complaint/Harassment

+ Purchase Requisition/Procurement

+ Accounts Payable Processing

+ New Vendor Selection and onboarding

+ Sales order processing & fulfillment

+ Trade show materials request

+ Business Tax applications

+ Asset Disposal request

+ Leave Request/Time off

+ Request for PCard (purchasing card)

+ Requisition for new position

+ Tuition reimbursement

+ Helpdesk Request

+ Transcript Request

Document Lifecycle Examples

13 | Company Confidential © 2019 Upland Software, Inc.

Digital Transformation Strategy

14 | Company Confidential © 2020 Upland Software, Inc.

Create an agile organization that can adapt to quickly changing market pressures.

Digitize your Operating Platform

Change Culture

Empower Employees

15 | Company Confidential © 2020 Upland Software, Inc.

Digitize Your Operating Platform

Identify your existing tools and software in use.

Identify gaps in technology/tools you might need to acquire.

Identify current and past digitization efforts.

Identify recurring business processes.

Labor/Time Intensive

High Customer Visibility/Impact

Competitive/Industry Analysis

Set operational goals and execute

16 | Company Confidential © 2020 Upland Software, Inc.

Establish a Change Culture

Organizational culture must celebrate change.

Implement small. It is okay to fail small.

Establish a feedback loop.

Eliminate resistance.

Remove unnecessary complexity.

Focus on outcomes. Define WHY before you define WHAT.

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Empower Employees

Everyone is in the IT department.

Everything is on the table.

Leadership must be actively involved.

Everyone contributes to process improvement.

18 | Company Confidential © 2019 Upland Software, Inc.

Building Solutions: Content Lifecycle Discovery

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Document Lifecycle Discovery

Document Stakeholders

Document Current Process

Document Primary Outcomes & Matching Success Factors

Success Factors Inform Implementation Decisions

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Document Lifecycle Framework

Implement In Stages

Automate the most frequent or time consuming tasks first

Build from a Document Lifecycle Framework

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Simplified Document Lifecycle

Capture RouteSearch & Retrieve

Archive & Delete

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Capture

How are documents and data added to the system?

Identify User Roles

Compile Sources

Identify Classification Methods

Focus on identifying & Documenting the source of Required Content & information

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Route

Who needs to see the information now?

Identify User Roles

Identify required information & actions

Identify “outliers”, but automate the most common Paths

Focus on who and what systems need to interact with the information

24 | Company Confidential © 2019 Upland Software, Inc.

Search & Retrieve

How is content stored and retrieved?

Identify User Roles

Identify Required Metadata

Identify Storage Structure

Focus on who needs the content and how users will be looking for it

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Archive & Delete

When do we get rid of it?Identify user roles

Identify retention rules

Identify business records

Focus on making sure we have the necessary metadata to know when to delete

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27 | Company Confidential © 2019 Upland Software, Inc.

+ Case management

+ Transcript request

+ Permitting

+ HR On-boarding

+ HR Off-boarding

+ Online Student Enrollment

+ Employee Contracting

+ Vendor Contracting - NDA

+ Yearly Training – Bloodborne Pathogen & Discrimination/Harassment

+ Application Request

+ Capital Outlay

+ Capital Expenditure/Project Initiation and Approval

+ Pre-Travel Request

+ IT Orientation

+ Suicide Intervention

+ Student Safety/harassment

+ Bus Request

+ Family Access Request

+ Request for Records

+ Food Service Refund

+ McKinney-Vento Verification

+ Invoice Approval

+ Employee review

+ Grant management

+ Admissions

+ Business Plan Review

+ Utility service workorders

+ New service request (Utilities)

+ Expense Report

+ Office supply request

+ Resource Request

+ Meeting Room Resource Request

+ Field Request

+ Equipment Request

+ Maintenance Request

+ IT/Software Request

+ Applicant processing - New Hire

+ Personnel status change / Action Form

+ School permission forms

+ Student medical forms

+ Notification of separation from employment

+ Guidance counselor meeting request

+ Loan application/loan processing

+ Employee Complaint/Harassment

+ Purchase Requisition/Procurement

+ Accounts Payable Processing

+ New Vendor Selection and onboarding

+ Sales order processing & fulfillment

+ Trade show materials request

+ Business Tax applications

+ Asset Disposal request

+ Leave Request/Time off

+ Request for PCard (purchasing card)

+ Requisition for new position

+ Tuition reimbursement

+ Helpdesk Request

+ Transcript Request

Document Lifecycle Automation Use Cases

28 | Company Confidential © 2019 Upland Software, Inc.

Questions