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State of the Capture Industry 2014

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State of the Capture Industry 2014

  2. 2. Agenda ● The Era of Information Chaos ● Capture Opportunities ● Capture Challenges ● Mobile Capture ● Selling Capture Solutions 2
  3. 3. AIIM Mission: To be the leading community for those seeking to learn about and apply innovative information management solutions.
  4. 4. From Information Chaos to Information Opportunities THE ERA OF INFORMATION CHAOS
  5. 5. INFORMATION IS NOW EVERYWHERE 90% of information was created in the last two years. 80% of information is un-structured
  6. 6. Disrupter #1 - Cloud and Mobile Creating an expectation of anywhere, anytime access. • It is estimated that 4.2 Billion people have a toothbrush, while 5.1 Billion people have a cell phone • When the platform change, the leaders change • The buying power is changing from IT to business • In just 45 seconds, users can go from never having heard a song to owning it
  7. 7. Disrupter #2 - Consumerization Transforming what users expect from applications and how we deliver them. • 82% of knowledge workers don’t think their IT department is doing a good job providing them with effective tools and technologies • 73% of knowledge workers think they should be encouraged to find and test IT solutions that can improve business operations • We are getting bottom-up procurement models targeting knowledge workers
  8. 8. Disrupter #3 - Changing Nature of Work Forcing organizations to think flat and agile, not hierarchical and slow. 45% of young professionals would accept a lower paying job with more flexibility rather than a higher-paying job with less. Source: Cisco Photo source: http://www.flickr.com/photos/globalx/4864001692/
  9. 9. Implication Managing Information Chaos – managing the volume, variety and velocity of information and content created by these three disrupters - is THE business challenge of the next decade. • Knowledge workers -- “I’m drowning in information but thirsty for knowledge.” • Security officers -- “Information is leaking out of the organization at every turn.” • Records managers and lawyers – “The volume of information that is beyond our ability to control is increasing business risk and exposure.” • IT people -- “I can’t keep up with the demands of the business and they are working around us rather than with us.” • The Business -- “Productivity is declining because our inability to automate our core processes.” • The C-Suite -- “I’m afraid we are spending too much just keeping the lights on, and that we will miss the next wave of technology and be left behind.”
  10. 10. From Information Chaos to Information Opportunities CAPTURE OPPORTUNITIES Download the full report from http://info.aiim.org/paper-wars
  11. 11. A Need for Digital Transformation Corporations need a digital transformation to improve productivity We are seeing weak growth in both jobs and productivity (both before and after the recession) Annual productivity gains have declined from 3.3% to 1.8% Many corporations have over the last 10 years failed to leverage IT to improve productivity. Source: http://www.frbsf.org/economic-research/publications/working-papers/2014/wp2014-15.pdf
  12. 12. Paper Hinders Progress 68% believe business-at-the-speed-of-paper will be “unacceptable in just a few years’ time” 46% consider that the biggest single productivity improvement for most of their business processes is to remove the paper Source: AIIM Download the full report from http://info.aiim.org/paper-wars
  13. 13. 0% 20% 40% 60% 80% 100% Internal HR: expenses, timesheets, on-boarding, etc. Finance, accounts payable (invoices) Customer correspondence, help desk Specific line-of-business, forms-based, external Contracts, procurement, shared-services Other internal processes, e.g., approvals, quality, etc. Finance, accounts receivable (credit control) Case-based, claims, investigations, consultations New applications, mortgages, members, accounts Logistics, delivery, manifests, etc. Plant records, inspections, engineering change Citizen benefits, permits, tax, census, etc. Paper Free Not Paper-Free Paper Free Processes Have you made any of the following processes capture-enabled or paper-free? N=272 Line length indicates N/A Source: AIIM
  14. 14. Drivers for Scanning and Capture What would you say are the three biggest drivers for scanning and data capture in your organization? (Max THREE) 0% 10% 20% 30% 40% 50% 60% 70% N=327, Improved searchability/sharability of business documents Improved process productivity Reduced physical storage space Faster response to customers/citizens/staff Records security and compliance Remote access for teleworking or business continuity Reduced postage/transportation and document logistics Sustainability/environmental initiatives Improved accuracy and quality of data Flexibility for process change or outsource Source: AIIM
  15. 15. Improve Access • Improve productivity of professional staff by 30.9% (in average) by ensuring they can find internal information and documents as quickly and as easily as they find information on the web. (source: AIIM) Source: AIIM
  16. 16. Improve Productivity • Improve productivity of administrative staff by 33.5% (in average) with using work-flowed scanned forms and documents (source: AIIM) Source: The Forrester WaveTM: Smart Process Applications, Q2 2013
  17. 17. Improve Customer/Staff Engagement • Connecting people, information, and knowledge helps to improve employee engagement • Employee engagement affects customer service by 10%, productivity by 21%, and profitability by 22%. (source: Gallup) Source: http://www.gallup.com/strategicconsulting/161459/engagement-work-effect-performance-continues-tough-economic-times.aspx
  18. 18. Improve Compliance • Reduce legal costs, fines and damages by 25% (in average) by applying best practice procedures to records management, security and e- Discovery (source: AIIM) Subject to Legal Hold, 2% Has Business Utility, 25% Regulatory Record Keeping, 5% Everything Else, 68% Source: cgoc.com Improve compliance: • Finding and retrieving information on demand • Controlling access and confidentiality • Monitoring and reporting for enforcement • Comprehensive auditing • Secure retention and destruction Reduce costs:
  19. 19. ROI in the Real World Download the full report from http://info.aiim.org/paper-wars
  20. 20. Point of Capture 9% 9% 18% 19% 45% Scan “at the door” or Digital mailroom Dedicated scan in advance of the process Scan to archive after the process We only do ad hoc scanning Distributed multi-channel capture Source: AIIM
  21. 21. Digital Mailroom/Multi-Channel Which aspects of digital mailrooms are proving the most beneficial? (Max TWO) 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% N=65, digital mailroom users Faster turnaround times to customers More efficient/higher quality data capture for downstream processes Fewer operational staff physically handling mail Reduced storage and processing space for mail Immediate access to latest customer correspondence Remote accessibility for mobile/telework/outsource staff Fewer lost/delayed mail items Environmental benefits – fuel, photocopies, etc. Outsource of mail-handling operations Source: AIIM
  22. 22. Outsourced Services What use do you make of outsourced document services and what are your plans? % of organizations 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 40% 30% 20% 10% 0% 20% 30% 40% 50% N=263. Line length indicates Don’t Use Box store Scan-on-retrieval from store Back-scanning of paper records Inbound mail services, digital mailroom Scanning to image, post-process archiving Scanning to image pre-process Scanning and data capture pre-process Outbound merge and printing SaaS email management/storage SaaS services for ECM Use less Use same Use more Source: AIIM
  23. 23. Semantic and Analytical Technologies AIIM Nov 2014 - preliminary findings, N=49 • 90% of information and IT professionals think semantic and analytical technologies are key components for turning information chaos into information opportunities • 84% of organizations will continue to hoard information, but will start to rely on semantic and analytics technologies to provide insight and control Source: AIIM
  24. 24. From Information Chaos to Information Opportunities CAPTURE CHALLENGES Download the full report from http://info.aiim.org/paper-wars
  25. 25. Why So Much Paper? Why do you think there is still paper in so many of your business processes? (Max THREE) 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% N=325, Lack of management initiatives or mandates to reduce it We need physical signatures on paper Staff prefer paper for handling/reading/notes Lack of understanding of paper-free options Suppliers and customers continue to send us paper Legal admissibility will be compromised It’s a major and potentially disruptive change Paper provides a more reliable/ auditable/accessible record Not cost-effective to provide suitable scanning/capture/workflow Source: AIIM
  26. 26. Success Stories Have you made any of the following processes capture-enabled or paper-free, and if so, how would you rate the success or ROI of the project? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Finance, accounts payable (invoices) Finance, accounts receivable (credit control) Contracts, procurement, shared-services Customer correspondence, help desk New applications, mortgages, members, accounts Specific line-of-business, forms-based, external Other internal processes, e.g., approvals, quality,… Case-based, claims, investigations, consultations Plant records, inspections, engineering change Citizen benefits, permits, tax, census, etc. Internal HR: expenses, timesheets, on-boarding, etc. Logistics, delivery, manifests, etc. N=408, Normalized for not applicable and not paper-free Excellent Good Average Poor Source: AIIM
  27. 27. Signatures Required For which of the following needs are authorization signatures considered essential in your organization? (Tick all that are significant) 0% 20% 40% 60% 80% Internal compliance Required by regulations Authorization for action or payment Contracts with 3rd parties Required by law Consent/agreement by customers,… Professional authority (doctors,… Health and safety Source: AIIM
  28. 28. Personal Resort to Paper For which of the following purposes do you personally resort to printing paper copies? 0% 10% 20% 30% 40% 50% 60% 70% N=364, To take to a meeting To add a signature To read offline or out of the office To review and mark up with changes To keep a legal or audit copy As a receipt or confirmation of order As a reference or prompt during an on-screen process To keep a local or personal file copy As a hard copy of important emails Source: AIIM
  29. 29. From Information Chaos to Information Opportunities MOBILE CAPTURE Download the full report from http://info.aiim.org/paper-wars
  30. 30. Mobile Evolution 1960 1970 1980 1990 2000 2010 Console Terminals PC Laptop Notebook Source: George Parapadakis, IBM Smart Phablet Direct Connection RS-232 Ethernet Dial-Up Modem Broadband 3G / 4G WiFi / Fibre IT Only Specialist Office Worker Mobile Workforce Any Employee Customers Data Room Location Based Company Wide Customer Site Home Working Anywhere Device Connectivity User Location Mobility (Distance from Source) Timeshare Multi-User Client- Server Interface Web Apps
  31. 31. Mobile Capture - places Are forms and documents currently captured in any of the following places for use in your key business processes? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% General employees at home or travelling Branch offices/ shops/ stores/ warehouse Field staff at home Field staff on road/mobile Premises of agents, representatives or suppliers Customers/citizens on your premises (self-service) Customers/citizens scanned at home Customers/citizens on web forms or active PDFs Customers/citizens on mobile, no app Customers/citizens on mobile, with app Yes, now Planned 12-18 months No N=162, excl. N/A Source: AIIM
  32. 32. Mobile Capture - status 9% 25% 34% 33% Required option for all processes Keen to exploit Recognize importance, but still not planning Not looking to mobile Source: AIIM
  33. 33. Mobile Capture - content Do employees in your business unit use portable devices (portable scanners, smartphones, tablets) for any of the following? 0% 10% 20% 30% 40% 50% Expense claim receipts Paper forms (image only) Supporting documents (image only) Photo images (as records) Capture photo images with OCR (barcodes, metering, license plates) Capture paper forms with OCR Forms app (direct data input – digital clipboard) Tablet and stylus for signatures None of these N=162, excl. N/A Source: AIIM
  34. 34. Mobile Capture - benefits What have been the two biggest benefits of your mobile/portable capture projects? (Max TWO) 0% 10% 20% 30% 40% 50% 60% N=67 with mobile Speed of data availability Reduced logistics of forms and paper handling Keeping paper out of the process Improved back-office efficiency Better data accuracy Reduction in form-filling time Freeing up process flows/approval cycles More competitive customer service Fewer lost/incomplete forms Source: AIIM
  35. 35. The Internet of Things
  36. 36. From Information Chaos to Information Opportunities SELLING CAPTURE SOLUTIONS Download the full report from http://info.aiim.org/paper-wars
  37. 37. Rethink Your Approach • Few organizations are ready for the volume, variety, and velocity of information in 2020 – IDC expects us to have 44 times more information by 2020. • IT investments are changing from IT to Business – Gartner claims that the business currently control 35% of IT investments, but this will change to 90% in 2020. • The SMAC stack (Social Media, Mobile, Analytics, and Cloud) allows you to disrupt the market – for example, cloud computing allows you to turn the procurement model up-side-down by targeting knowledge workers. • Consumer IT is impacting how buyers evaluate enterprise IT – they want solutions that are simple, sexy, smart, scalable, secure, and safe. • Buyers gather according to Sirius Decision in average 70% of the information they need before engaging possible solution providers – you need to educate, take control, and tailor your approach to win the deal. • Business buyers want to be educated – AIIM research found that 75% of buyers are willing to talk to new solution providers if they provide new insights about their business.
  38. 38. Focus on Software How do you think your organization's spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months? % of respondents 0% 20% 40% 60% 80% 100% 120% 140% -30% --10% 0 10% 20% 30% 40% MFP’s Desktop scanners Portable scanners Table-top production scanners Floor-standing mailroom scanners OCR/ICR applications Capture systems/servers Workflow/BPM Invoice automation, AP/AR Outsourcing Mobile capture apps Other mobile apps End-to-end mobile platforms / MDM Less Same More N=239, line length indicates “We don’t spend anything on this”. Source: AIIM
  39. 39. Focus on Software How do you think your organization's spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months? 46% 34% 31% 31% 30% 29% 25% 7% 6% 4% 2% -6% -13% Workflow/BPM Other mobile apps OCR/ICR applications Mobile capture apps Invoice automation, AP/AR Capture systems/servers End-to-end mobile platforms… Outsourcing Portable scanners MFP’s Floor-standing mailroom… Table-top production scanners Desktop scanners N=239, line length indicates “We don’t spend anything on this”.
  40. 40. The Two Sweet Spots for Solution Providers Source: Geoffrey Moore
  41. 41. Organic Growth vs. Acquisitions Lexmark: Date Company Price Capability 2010 Perceptive $280M ECM 2011 Pallas Athena $50M BPM/Doc Output Management 2012 BDGB Ent (inc Brainware) $148M Intelligent data capture ISYS Search $32M Enterprise search Nolij Corp $32M Web-based imaging, workflow 2013 Acuo Tech $45M Medical DM Twistage Access VIA $32M $32M Rich media Retail DM Saperion AG $72M ECM PACSGEAR $54M Medical image mgmt, EHR 2014 Readsoft $251M Capture
  42. 42. Business Value 80% People 15% Process 5% Technology People-centric investments • Improve employee engagement • Identify better opportunities and requirements • Improve revenues and productivity Technology-centric investments • Poor customer engagement • Poor system implementations • Poor utilization and ROI Focus on People
  43. 43. Selling Capture Solutions Source: Sirius Decisions
  44. 44. AIIM – Your Industry Partner Executive Leadership Council – a think-tank for information management with CxOs from leading solution providers like Fujitsu, Oracle, IBM and Microsoft. The in-person meetings are hosted by futurist and IT Leadership Academy CEO Thornton May, and previous speakers include CIOs from Accenture, T-Mobile, Royal Caribbean Cruise line, Boeing, and MIT. B2B Marketing services - content marketing and lead generation for leading solution providers like ABBYY, EMC, and HP. This includes weekly webinars with 500+ attendees, monthly research identifying market trends and opportunities, and annual in–person seminars across the US and UK. Professional development - custom and standard training courses with more then 25,000+ students. We also develop custom courses for large companies like Chevron and HP. Another good example of this is Oracle - we developed all sales and professional services training for their first ECM solution in Europe.
  45. 45. Atle Skjekkeland, Chief Evangelist, AIIM THANK YOU Email: askjekkeland@aiim.org Web: www.aiim.org Download the full report from http://info.aiim.org/paper-wars Confidential 45