Presented by: Toby Bell, ECM Marketing and Offering Strategy Lead, IBM

1. In association with:
Content in the Field:
capture it, process it,
and get work done!
Presented June 17, 2015

2. 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

3. In association with:
Introducing our Featured Speaker
Toby Bell
ECM Marketing &
Offering Strategy Lead
IBM

4. 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. 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. 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. 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

8. Capture Protect Activate Analyze Engage
Smarter Content, Smarter People
Put business content to work to realize new value

9. 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. 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. 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. 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. 13© 2015 IBM Corporation
Automatically Extract Important Information
Apply to information types that are important to YOUR business
MICR
Signature Verification
Handwriting

14. 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.

15. Forward-
looking
companies
are pushing
document
capture to the
edge of the
enterprise
Best Practice: Capture at the Point of Origin

16. 16© 2015 IBM Corporation
Hot Area: Branch/remote office digitization
Secure capture with easy-to-use MFP devices

17. 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 AccelerateDigitize

18. 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. 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

20. 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. 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.

22. 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

23. The Next
Frontier
Mobile capture and
Mobile case
management to put
content to work
anywhere

24. 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. 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

26. 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. 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 ContentDocument Capture Case Management

28. 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

29. Snap and Submit Documents On-the-Go
Automatic edge detection, quality control and on device indexing

30. • 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. 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. 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. 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. 34© 2015 IBM Corporation
Best practice…
Capture On-Demand for Case-based solutions
Mobile
Devices
Email &
Attachments
Web
scanning
CaptureLOB
apps
Repositories
Case-based
Solutions
Capture as a service

35. What’s
Next?

36. 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. 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. 38© 2015 IBM Corporation
FINANCE
INSURANCE
GOVERNMENT
Cognitive Imaging – For Advanced Use Cases

39.  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.
ForresterGartner
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. 40© 2015 IBM Corporation
One Experience for Business Content
40
Unified experience for mobile
and web across capabilities

41. 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

42. Learn more about
IBM Smarter Content Solutions
ibm.com/thatsecm/
Email: toby@us.ibm.com
Twitter: @tobybell
LinkedIn: Toby Bell

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QUESTIONS?

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AIIM Resources
www.aiim.org/research
Download AIIM Studies

45. 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

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47. 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
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