IBMEnterprise

Providing a Return on Information

Content Management

Enterprise Content Management n.

1. A framework for creating, managing, integrating, web-enabling, and delivering unstructured digital content across the enterprise and beyond - to employees, customers and trading partners - that creates real business value

2. A necessity for e-business

What is Enterprise Content Management ?

Managing Business Content : The Issues

Business Challenges• Exponential growth in content• Personalized, integrated customer and trading partner service• Efficient best practices• Implementation of multi-channel strategies• Globalization• Regulatory compliance

Technology Concerns• Reduced costs of ownership• Distribution of assets with robust security• Ease of administration• Content consistency across applications

Content Management is Converging

Rich Media• Video• Audio

Operational Content• Statements, Invoices, Reports• Scanned mail• Fax

Workgroup Documents•Word Processing•Spreadsheet•Presentation •e-mail

Web Content•HTML•Graphic images•Business content

Content Management is Converging

Rich Media• Video• Audio

Operational Content• Statements, Invoices, Reports• Scanned mail• Fax

Workgroup Documents•Word Processing•Spreadsheet•Presentation •e-mail

Web Content•HTML•Graphic images•Business content

Enterprise Content Management: The Business Impact

Busi

ness

Im

pact

• Increase productivity • Reduce filing and distribution costs• Reduce physical storage requirements

COST SAVINGS

• Improve customer service and loyalty• Reduce process cycle times• Leverage brand assets to increase revenues

The Real Payback

business processwith physical content

same process using digital content

refined process using digital content

Add your customer quote here

Key Customer Offering: Customer

Challenge:• Add your information here• Add your information here• Add your information here• Add your information here

Solution:• Add your information here

Value:• Add your information here• Add your information here• Add your information here• Add your information here

Add your customer quote here

Key Customer Offering: Customer

Challenge:• Add your information here• Add your information here• Add your information here• Add your information here

Solution:• Add your information here

Value:• Add your information here• Add your information here• Add your information here• Add your information here

Manage Information Across Your Business

EMPLOYEES

SCM ERP CRM

SUPPLIERS

CUSTOMERS

HTMLTransaction

Data

HTMLTransaction

Data

@office e-mail reports fax

BANKINGand

FINANCEINSURANCE RETAIL GOVERNMENT INDUSTRIAL

e-Commerce e-Commerce

Deliver Personalized Content on Demand

ScannedPaper & Fax

e-mail

ERP, SCM,CRM data

Office documentsand correspondence

Audio, Video, Photo

Web Content

Invoices,Statements,Reports

BusinessContent

Deliver Personalized Content on Demand

Invoices,Statements,Reports

ScannedPaper & Fax

e-mail

ERP, SCM,CRM data

Office documentsand correspondence

Audio, Video, Photo

Web Content

Wireless & PDA

Kiosk

Portal /Browser

Call Center

BusinessContent

The Content Life Cycle

Search

Integration And

Delivery

Workflow

Archive

ENTERPRISE CONTENT MANAGEMENT

•Create, capture and manage all forms of unstructured content

•Integrate and distribute it to customers, partners and employees via the most effective and efficient channels

Captureand Create

Store andManage

Distributeand Transact

ContentManagement

System

ECM – Enabled ApplicationsCustomer Service Operational Productivity Rich Media

Siebel, Customer LoyaltySAP, Vertical Applications,

e-Recordse-Commerce, e-Learning,

Brand Assets

ECM – Enabled ApplicationsCustomer Service Operational Productivity Rich Media

Siebel, Customer LoyaltySAP, Vertical Applications,

e-Recordse-Commerce, e-Learning,

Brand Assets

Distribute

IBM Delivers the Total Solution

Create / Capture

ContentManagement

Other ContentSources:

File SystemsDatabases

IBM ECM Infrastructure

Integration Layer

IBM Delivers the Total Solution … and More

“We couldn't find the multiple technologies we needed with any other single vendor." -- Charles Schwab

"With its ability to access data easily and efficiently across a number of different repositories, IBM clearly has the strategic implementation Norwich Union is seeking." -- Norwich Union (now Aviva)

"IBM and Siebel solutions are helping us take a quantum leap forward in the areas of electronic data management and customer relations." -- Tryg-Baltica

"We couldn't accept anything less than the highly scalable, reliable IBM e-business solutions at the core of ePlan." -- LeasePlan

"With Enterprise Information Portal....we have our platform for future portal applications, building on what we already use." --Hewitt Associates

Complete Offering

Integration and Open Standards

Leading Partnerships

Complementary Infrastructure

Scalable and Robust Platforms

Add your customer quote here

Key Customer Offering: Customer

Challenge:• Add your information here• Add your information here• Add your information here• Add your information here

Solution:• Add your information here

Value:• Add your information here• Add your information here• Add your information here• Add your information here

The Return on Enterprise Content Management

• Increase profitability

• Improve security and extend access

• Improve customer loyalty and brand awareness

• Realize greater productivity and operational efficiencies

content management … information integration …

… asset distribution … transactions

MOVING FORWARD …

Achieve a Return On Your Information

Busi

ness

Im

pact

business processwith physical content

same process using digital content

refined process using digital content

• Assess key business processes and identify content sources

• Move from physical to digital content

• Refine processes and leverage digital content for competitive advantage