ibm: mobile content management
DESCRIPTION
Daniel Gagné of IBM talks about the benefits of mobile content management at the enterprise level. Presented at the Smarter Business Summit in Montreal, Sept 17, 2014.TRANSCRIPT
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Mobile Content ManagementEmpowering employees, boosting productivity, and improving customer service
Daniel GagnéClient Solution Professional - IBM Smarter Content Solutions [email protected] 514-964-4629
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A Persistent Connection to Trusted Content is “Smart”
Interacting with and managing content via social and mobile business tools
Capitalizing on collective intelligence, expertise and content in context –from anywhere
Connecting people to trusted content: drives innovation, insight and business processes
Delivers New Insights For Better Business Outcomes
Access, manage and discover content anywhere: across business roles, teams and communities
Leverage the business’s collective stream of knowledge: mobile & social, seamlessly integrated with trusted content
Empowers higher performance levels
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IBM has good news: Seamless, Secure and Smart
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IBM: Undisputed Leader in Enterprise Content Management• IBM is successfully leveraging its position as an
infrastructure vendor with a broad software and hardware stack, a deep partner channel and a global footprint 1
• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 2
• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 1
• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 1
• IBM has made considerable progress in integrating ECM and social software ….1
• IBM is successfully leveraging its position as an infrastructure vendor with a broad software and hardware stack, a deep partner channel and a global footprint 1
• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 2
• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 1
• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 1
• IBM has made considerable progress in integrating ECM and social software ….1
sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377812 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424
sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377812 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424
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Extensive content support—Retrieve, interact, manage,
collaborate
Mobile Content Solutions
ContentCapture Case
Integrates Case Management—Build once for both desktop and mobile
Integrates Capture—Capture from mobile devices
for real-time submission to business processes
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Do you need mobile access to Enterprise
Content?
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32% have browser access for mobile and 3rd parties to
content repositories……but only 11% have a mobile optimized
browser interface and only 10% have apps.
Source: ECM at the Crossroads-key strategy choices for universal content accesscopyright2013AIIM,aiim.org/research
Creating New Challenges to the Organization…
22% experiencing unofficial mobile access to
organizational content (or have no BYOD policy).…25% report use of “unofficial” file-
sharing sites.
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Navigator is The ECM Experience Platform
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One technology platform for Mobile, Desktop & Office
Content from IBM and third-party
repositories (CMIS)
All ECM UI Offerings converging on
Standard UI components that are reusable Everywhere, Anywhere
Office
CMOD
P8
CM8
CMIS
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Introducing IBM Content Navigator “experience platform”IBM Content Navigator is the standard enterprise content management experience platform, for both IBM and third party (CMIS) repositories
IBM Content Navigator is included with the IBM ECM platform - free of charge to licensed IBM ECM clients
IBM Content Navigator’s benefits to ECM clients both as a framework and a user interface are numerous… • Rapid custom ECM user experience
development for any platform or device
• Significant reduction in effort and cost to quickly build custom apps
• Standards compliant components, external data lookups, etc. can be used over and over
Common App LayerCommon App Layer Open StandardsOpen Standards
Visual ToolkitVisual Toolkit Modeling LayerJavaScript | Objective C | .NET
Modeling LayerJavaScript | Objective C | .NET
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Search AnywhereEnables searching across
CM8, P8 and CM OnDemand
Anyone with the right priviiliges can create a cross-repository search
Single result-list with common actions
Search fields are mapped to repository properties
Searches can be saved in CM8 or P8
Configure vs customize
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Comments
Collaborate ... Anywhere
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Improve engagement with exceptional mobile app and web experiencesIBM mobile solutions for social business
Activate the workforce to improve productivity and unleash innovation anywhere.
Delight customers—wherever they engage—to increase loyalty, advocacy and revenue.
Mobile solutions for social business: – Push email, calendar, contacts, to
do items– Social software for access to your
professional network– Presence, IM chat and telephony– Online meetings– Business document viewer
Development tools for multichannel web experiences and Domino mobile apps – extending the IBM MobileFirst platform
Device-appropriate interfaces for the leading mobile devices
– Apple®, Google Android, Research In Motion® BlackBerry®, Nokia
Mobile Apps & SolutionsMobile Apps & Solutions
A comprehensive portfolio of mobile solutions for social business and web experiences.
Client Challenge
Key Capabilities
Visit www.ibm.com/socialtogo
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Is there a business need
for mobile capture?
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32% would find considerable value in extending capture direct to
customers.
11% would consider it to be“transformational.”
Distributed and Mobile Capture-moving the process closer to the customercopyright2012AIIM,aiim.org/research
For 45% of organizations, the ability of employees to locally capture and interact with back-office processes would improve
response tocustomers by a factor of 3X.
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Document Capture Anytime, AnywhereIBM Datacap and Content Navigator
• Capture documents using a smartphone, tablet or portable scanner
• Intuitive interface to make mobile capture simple for anyone
• Enables document conversion at the point of origination
• Document capture integrated with the repository assures secure input, real-time processing, and compliant content management
Key Benefits of Mobile Capture•Eliminate time and cost of transporting paper documents to a central processing center•Improved cycle time•Increased data accuracy•Support mobile business processes•Customer convenience
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Is there a businessIs there a businessneed for mobile case management?need for mobile case management?
17 #SmarterBizBroadening the Scope of Advanced Case Managementcopyright2013AIIM,aiim.org/research
27% of organizations need their 27% of organizations need their case-workers to have access to case-workers to have access to case-content when they are on case-content when they are on
Customer or client sites.Customer or client sites.
18% need mobile access18% need mobile access when travelling between appointmentswhen travelling between appointments
For field-workers, this updating ofFor field-workers, this updating ofDocuments back-at-base can be aDocuments back-at-base can be a
big productivity issue and the abilitybig productivity issue and the ability to access documents usingto access documents using
mobile devices while on the movemobile devices while on the movebetween appointments isbetween appointments is
important for 18% of organizations.important for 18% of organizations.
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IBM Case Manager Mobile
Search for Cases and interact with Case documents
Access all case documents, access tasks, history and alerts - and update on the go
Browse your inbox, update your task list, review all documents and all data
Collaborate with your team on a case using the history function or team space
Supports the capabilities of the web based Case Client optimized for an iPad
Integration with Content Navigator Mobile•A Content Navigator mobile application
•Common Content Navigator experience platform with other future ECM offerings
•Access to all Navigator based components, e.g. Teamspaces & search, imported directly into Case Manager mobile application
Respond to case with mobile connectivity
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growth in mobile process reinvention by 2015 to $7.6Bgrowth in mobile process reinvention by 2015 to $7.6B
growth in mobile app development services by 2015 to $5.6Bgrowth in mobile app development services by 2015 to $5.6B
Ultimately, mobile apps must drive processes to deliver business value
Ultimately, mobile apps must drive processes to deliver business value
~ Mobile Engagement Demands Process Transformation, Forrester 2013~ Mobile Engagement Demands Process Transformation, Forrester 2013
Mobile process reinvention will drive future mobile growth
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How to make a process even smarter?Customer
Enterprise
Business Partner
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Reinvent around “mobile moments”
Customer
Enterprise
Business Partner
Mobile
Moment
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Create business moments with Mobile Enabled Smarter Process
Location
Speed &direction
Frameof mind SMS Mobile email Photos Identity
Harness interactions for goal-oriented results with Smarter Process
Mobile creates numerous timely interactions
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View and complete task details
Unified task inbox displays tasks
from all configured accounts
Users can view task details and complete tasks
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View attachments and add photos
Users can add an attachment
by taking a photo or
choosing on from their photo
library
Users can click on an existing attachment to
view it from the mobile device
Screens optimized for iPhone
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Challenges Needed patient focused processes to improve
quality of care with better visibility
Need to improve key metrics: Patient wait times, Discharge rates, Instances of relapse
“What we are doing is putting process orchestration and process models in place, so that you can literally see the characteristics of the hospital system… and you can then influence that.”
~ Dale Potter, Senior VP and CIO, The Ottawa Hospital.
Goal: Top 10% performer in Quality of Care and Patient Safety in North America
Benefits Instant: Faster consults and treatment enabled by
mobile
Seamless: Improvements in patient flow through the hospital and easy access to patient information
Insightful: Benchmarking process execution to use historic and real-time data to make better patient care decisions
Solution
Mobile Smarter Process to create a ‘Circle of Care’ visual interface improves communication and collaboration within the care team.
The Ottawa Hospital provides patient-centric care
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State Department of Human Services Agency reduces bottlenecks and manages fraud
Solution components•Case Manager, Datacap•FileNet P8•Imagine Solutions assets
The solution:•Replaced the paper-based system with electronic format with automatic recognition and classification of citizen-provided content,•Minimized the need for manual intervention and leading to improved accuracy for form validation•Accelerated case processing times•The document imaging solution supports more consistent processes and provides instant accessibility to the information captured from any of the 22 distributed locations
Improved ease of use
Timely service to citizens
Efficient and accurate processes while eliminating costs
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23 Learn more at www.ibm.com/mobilefirst
Interact with us @IBMMobile and #IBMMobile
Join our online community to join user groups, read technical forums, blogs, and more: bit.ly/ECMCommunity
Three Ways to Get Started with IBM
Visit our offering webpage to learn more:www.ibm.com/software/ecm/
Don’t forget to drop by the Social Café outside!Don’t forget to drop by the Social Café outside!
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Next Steps• Meet me in the Social Café to continue the conversation
• Find more information about Enterprise Content Management at https://ibm.biz/BdFz3Y
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