Content in the Field: capture it, process it, and get work done!
Transcript of Content in the Field: capture it, process it, and get work done!
In association with:
Content in the Field: capture it, process it, and get work done!
Presented June 17, 2015
In association with:
About AIIM
AIIM is the Global Community of Information Professionals AIIM believes that the information systems we use at work should be simple, secure, and available anywhere, anytime, and on any device. Our mission is to improve organizational performance by empowering a community of leaders committed to information-driven innovation. Learn more at www.aiim.org
In association with:
Introducing our Featured Speaker
Toby Bell
ECM Marketing & Offering Strategy Lead
IBM
IBM Analytics
4 © 2015 IBM Corporation
Content in the Field: Capture it, Process it, and Get Work Done! Toby Bell, ECM Marketing and Offering Strategy Lead
@IBM_ECM
5 © 2015 IBM Corporation
How can your people engage with Business Content in smarter ways?
Back Office: HR, AP, Contracts, Contact Center
Front Office: New customer onboarding
Investigations
Complex Loan Processing
Mobile Field Sales Collateral
Standard Operating Procedures
Knowledge Management
Government agency processing benefits
Hospital Patient Onboarding
Claims Processing
6 © 2015 IBM Corporation
Protect organization through security and compliance
Stay competitive through productivity and cost savings
Increase growth through
customer centricity
Enterprises Are Balancing Three Key Imperatives
7 © 2015 IBM Corporation
Spar Nord 8 minutes vs 14 days turnaround for loan applications
Apache Corporation reduced acquisition process
from 12 months to 2
TIAA-CREF Reduced tasks for
complaint handling from 30 to 4
passport
email Blog license report cards inspections
correspondence video
medical records
recordings
transcripts claims chat log
applications
invoices
contract
photo ID
charts
estimates certificates
audio
receipts
x-rays
case file
surveys
statements tax return
Business content is essential to enabling productivity, customer centricity and security
Capture Protect Activate Analyze Engage
Smarter Content, Smarter People Put business content to work to realize new value
9 © 2015 IBM Corporation
But they are typically deployed in pockets around the organization to meet specific use cases
Most business still have critical processes that involve capturing and extracting data from documents
10 © 2015 IBM Corporation
Documents can contain key business information that relates to business processes
Banking
• Account opening
• Lending applications
• Investment reports
• Regulatory & Compliance
Government
• Benefits management
• Social services
• Permits and licenses
• Program enrollment
• Records Management
Insurance
• Claims Processing
• Underwriting
• Enrollment
• Appraisals
• Investigations
Healthcare
• Medical claims
• Patient Onboarding and discharge
• Prescription Processing
• Health record
Energy & Utilities
• Account Opening
• Permits & Planning
• Correspondence
• Applications
• Regulatory & Compliance
Cross Industry
• Accounts Payable
• Invoice processing
• Human resources
• Licensing & Certification
11 © 2015 IBM Corporation
Describe their biggest content problem is dealing with multiple unstructured inputs and connecting them to key systems
Businesses still struggle to extract information from documents
Report an increase in the amount of paper they process annually
Source: AIIM "Paper Wars 2015" & "Case Management and Smart Business Process 2014"
19%
42%
13% Process electronic documents like PDF by printing – and then scanning them back in.
12 © 2015 IBM Corporation
Vendor name & info Invoice number & date
Amounts
Line items
Enterprise resource planning
Accounting system Customer resource
management
Populate business systems with key
data
Workflow Adjudication Order processing Business intelligence
Automatically Identify & Classify Documents
Extract index information from the document image; use in application
Optical character recognition for more accurate data extraction
13 © 2015 IBM Corporation
Automatically Extract Important Information
Apply to information types that are important to YOUR business
MICR
Signature Verification
Handwriting
14 © 2015 IBM Corporation
Then Put It To Work Immediately
Images and information are delivered in context to Case Management, ERP, HR and other systems.
Quickly. Accurately. Automatically.
Forward- looking companies are pushing document capture to the edge of the enterprise
Best Practice: Capture at the Point of Origin
16 © 2015 IBM Corporation
Hot Area: Branch/remote office digitization
Secure capture with easy-to-use MFP devices
17 © 2015 IBM Corporation
Distributed Capture accelerates business The Faster You Convert Documents, The Faster You Gain Value
• business processes and response to customer requests by automating data extraction from documents
• paper at the point of origination. Reducing manual paper handling results in major cost savings.
• customers and employees effectively, immediately and over their preferred communication channel
Engage Accelerate Digitize
18 © 2015 IBM Corporation
Customers fill out loan application
Loan officer makes a personal copy of loan documents
…submit required documents at the branch
Courier service picks up documents
Average cost is $40 per branch per day
Loan operations
Reviewer completes documentation
Fraud specialist analyzes loan Approver
reviews financials
Manual data entry
Exceptions managed
Average loans processed per FTE per day=
.2
Paper-Based Loan Process Transporting and processing paper adds time and expense
19 © 2015 IBM Corporation
Customers fill out loan application
Loan officer scans all documents
Loan operations
Encrypted images and data accessible in real time via ECM system
Approver reviews
financials
Exceptions managed
Automated data entry
Analytics checks for fraud
Average loans
processed per FTE per day= 1.2
ECM
Result: • Savings: $10,000 per branch per year • 600% improvement in loans processed per FTE
Capture and Case-enabled Loan Process Eliminate transportation and speed processing
Union Bank
With document capture, Union Bank realized a 70 percent return on investment within 18 months
– Albert Pena, Vice President of Bank Operations Union Bank, N.A.
Rapid Return on Investment Imaging and workflow improvements helped save the bank $500,000 annually
Days to minutes reduction in process speed with virtually 360-degree customer view
Months to weeks in time saved deploying new workflow-automation applications
“ “
21
Global Religious Organization
Advanced Capture and Case Management help streamline and manage the complexities of a worldwide Accounts Payable organization.
Global Variability Millions of invoices, hundreds of thousands of vendors, hundreds of countries, dozens of currencies, thousands of authorizers.
Automated Processing Many elements of the AP process are now automated - including conversion of paper documents to image, data extraction and PO matching – for faster throughput.
Business Rules Advanced case management facilitates a highly variable worldwide exception process for validations, business rules application and content-driven workflows.
State of Hawaii Benefit, Employment and Support Services
Division 15 mins to just seconds The amount of time case workers took to retrieve vital case information on a case basis
Improved fraud control Integrated with Eligibility System – providing efficiency while tracking duplicate requests - helping to minimize the time spent investigating fraudulent requests
31 percentage point improvement in the timeliness rate for issuing food stamp benefits – Better citizen service!
Winner 2014 WfMC Global Case Excellence Awards
The Next Frontier Mobile capture and Mobile case management to put content to work anywhere
24 © 2015 IBM Corporation
The average user checks their mobile phone 150 times a day
80% of apps are used once then deleted
45% increase in enterprise productivity with mobile apps
People are transacting on mobile
Putting the right information into the right hands at the right times
But the mobile experience is not yet meeting expectations
Global mobile data traffic increasing 26-fold between 2010 and 2015, reaching 6.3 exabytes per month
Mobile transactions are generating unprecedented amounts of data
Mobile is changing interactions and how work gets done
25 © 2015 IBM Corporation
Global mobile worker population to increase > 1.3 billion in 2015, representing nearly 35% of WW workforce*
Employees are connected 24/7: secure mobile content management, no longer a “nice to have”
Mobile content management
Workplace dynamics rapidly evolving
By 2014, 50% of all employed people will be Millennials
Content management diversifying
Content development is an inherently social activity
Social
Content
Mobile Cloud
Secure mobile management - a must
Content Trends
57% of CEOs Expect digital channels to be one of the key means of interacting with customers
74% of CIOs Say mobile solutions are part of their vision for increasing competitiveness
70% of COOs Identify workflow visibility as the top challenge in delivering on their agendas
Leadership POV
27 © 2015 IBM Corporation
Smarter Content, Smarter People. When you need it, it’s there.
Capture, Activate, and Engage with Mobile ECM Capabilities
Synch content for offline access, browse folders, search and edit documents
Participate in cases everywhere, take advantage of mobile location services, no change required to existing desktop solution
Use common devices to capture documents and forms, perform image correction and OCR, classify and store
Access Content Document Capture Case Management
Mobile Capture
Capture and process documents from anywhere on any device
Easily and effectively tailor interactions to the individual user
Securely upload into business applications and document repositories
Respond to elevated expectations and create value out of immediacy
Snap and Submit Documents On-the-Go Automatic edge detection, quality control and on device indexing
• SDK for customization • Auto-capture with video
camera • Real-time edge detection • On-device OCR • Offline capture • Document separation,
assembly, and indexing
Mobile Capture Critical Capabilities:
31 © 2015 IBM Corporation
Mobile Case Management Capabilities:
Act on insights from the palm of your hand
Build face-to-face relationships with customers away from the office
Turn field-workers into instant experts
Check on information when workers need it, trigger tasks, and collaborating with remote colleagues
No more “I’ll call you when I’m back at the office”
32 © 2015 IBM Corporation
Best practice… A single capture platform for all input channels
High Speed Scanner MFPs Mobile
Devices Fax
Server Email &
Attachments Network Folders
Content Repositories
Capture
33 © 2015 IBM Corporation
Best practice… A Shared Services Deployment for all LOBs
High Speed Scanner MFPs Mobile
Devices Fax
Server Email &
Attachments Network Folders
Content Repositories
LOB 1 LOB n … Case-based Solutions
Repositories
Capture
34 © 2015 IBM Corporation
Best practice… Capture On-Demand for Case-based solutions
Mobile Devices
Email & Attachments
Web scanning
Capture LOB apps
Repositories
Case-based Solutions
Capture as a service
What’s Next?
36 © 2015 IBM Corporation
Cognitive Imaging … the next generation of Business Content Activation
Combining • OCR • Machine learning techniques • Rules • Content Analytics To recognize, classify, and index documents we have not seen before …
37 © 2015 IBM Corporation
Cognitive Imaging Understanding Content In Context
TITLE
UNSTRUCTURED BOLDED FONTS
BULLETS
STRUCTURED BOLDED FONTS
ALIGNED
TABLE BOLDED FONTS BOLDED LINES
38 © 2015 IBM Corporation
FINANCE INSURANCE
GOVERNMENT
Cognitive Imaging – For Advanced Use Cases
Enterprise Content Management – Gartner MQ Leader
Enterprise Content Management – Forrester Wave Leader
Enterprise Information Archiving – Gartner MQ Leader
Message Archiving – Forrester Wave Leader
Dynamic Case Management – Forrester Wave Leader
Case Management Frameworks – Gartner MQ Leader
Sources: Gartner, Forrester, Dun & Bradstreet, 2014.
Forrester Gartner
Leader in major ECM categories
Market Share by Vendor 2014: IBM: 18% Open Text: 15% EMC: 8%
Why IBM? A recognized industry leader Seven of the top eight banks 24 of the top 25 insurers All 24 top U.S. government
agencies 15 of the top 16 telcos All eight top retailers
40 © 2015 IBM Corporation
One Experience for Business Content
40
Unified experience for mobile and web across capabilities
41 © 2015 IBM Corporation
Capture Protect Activate Analyze Engage
• Reduce paper handling and shipping
• Reduce risk by eliminating what you don’t need
• Use content across business systems
• Reveal insight hidden in content
• Connect people, content, analytics and process into Systems of Insight
• Extract valuable business data from content
• Guard against fraud, comply with regulations
• Eliminate silos between departments
• Improve business decisions
• Streamline collaboration with hybrid cloud
• Push capture to the edge of the enterprise
• Govern content throughout its lifecycle
• Increased productivity of teams
• Improve performance of people and systems
• Mobile access to business content
© 2015 IBM Corporation
Critical capabilities address Business Content needs
Learn more about IBM Smarter Content Solutions
ibm.com/thatsecm/ Email: [email protected] Twitter: @tobybell LinkedIn: Toby Bell
In association with:
QUESTIONS?
In association with:
AIIM Resources
www.aiim.org/research Download AIIM Studies
aiim.org/training
• Enterprise Content Management Improve customer and staff engagement, ensure compliance, and automate business processes.
• Business Process Management Map, design, and automate operational processes for your organization using a combination of strategies, change management, and technologies.
• Taxonomy & Metadata Optimize navigation, findability, and information discovery through content classification.
• Information Governance Create an information accountability framework that reduces costs, manages risk, and optimizes value.
• Managing Records & eDiscovery with SharePoint 2013 Manage records, ensure compliance, and prepare for civil litigation requests.
• Electronic Records Management Know what to keep and what to discard as volume, variety, and velocity of digital information intensifies.
AIIM Training
In association with:
Connect with AIIM
As the Global Community for Information Professionals, join us here
• AIIM’s Resource Centers – www.aiim.org/resource-centers
• AIIM's Blogging Community – http://community.aiim.org
• LinkedIn Group – www.linkedin.com/groups/AIIM-Global-Community-Information-Professionals-3698
• Twitter – www.aiim.org/Connect/Twitter
• Facebook – www.facebook.com/aiimcommunity
• Digital Landfill – http://info.aiim.org/digital-landfill
In association with:
Enterprise Content Management (ECM)
Business Process Management (BPM)
Capture & Scanning Collaboration Content Analytics
Electronic Records Management (ERM)
Information Governance Search SharePoint Taxonomy & Metadata Web Content Management
Access Industry Tutorials, Research, Webinars, and Expert Advice Blogs –
all in one place
Visit aiim.org/resource-centers
AIIM Resource Centers
In association with:
Survey and Feedback
To take our Survey, click on the link in the Resources tab at the bottom of your screen.
Tell us how we did today, and offer suggestions for topics of future events.
In association with:
Upcoming Webinars
June 24th Consumerization of IT: when productivity trumps control July 8th To Err Is Human, To Recover Quickly Is Heroic
Register Today at
www.aiim.org/webinars
View our library of Webinars On Demand www.aiim.org/WebinarsOnDemand