How ECM Enables "Smarter Commerce" by Reducing the Cost, Improving the Efficiency and Enhancing the Quality of an Organization's Buy, Market, Sell And Service Activities IBM ECM Regional User. Nets – Spring 2012 © 2012 IBM Corporation
We have entered the age of the empowered customer Customers now have unlimited access to information and can instantly share it with the world 250 million Number of tweets sent via Twitter each day 2 Social networking and mobile commerce have dramatically changed the dynamic between buyer and seller 75% Customer expectations of service, price and delivery are soaring Percentage of people who believe companies don’t tell the truth in advertisements This is changing the entire way products are sourced, manufactured and distributed—and making business more complex than ever $93 billion Amount in sales missed due to out of stock inventory Sources: , Techcrunch Oct 2011, Yankelovich, Evolution of Advertising and Media, 5 th Annual Store Systems Study, IHL Group and RIS News, 2008 © 2012 IBM Corporation
These disruptive forces ripple from the customer through the enterprise and across entire industries Individuals • The connected consumer • The networked workforce • The empowered citizen “The consumer is using new channels to perceive value, and associated pricing implications. “ Enterprises • Evolved business models • Optimized digital operations • Connected enterprise "Profits will shift away from analog distribution to digital distribution; we will see increased margins in digital distribution and increased international distribution. “ Industries • Value migration • Value chain redefinition • Fragmentation 3 Source: IBV Analysis Consumer Products CEO, United States Media and Entertainment CEO, United States “Disintermediation of clients by smaller niche players (such as mobile players) is cause for concern. “ Financial Markets CEO, Canada © 2012 IBM Corporation
Power has shifted — compressing margins and changing paradigms In this new era, businesses need to: Understand anticipate customer behavior and needs based on customer insights across all channels 4 Adapt sourcing and procurement based on customer demand optimize supplier interactions across extended value chains Market, sell and fulfill the right product and service at the right price, Service customers flawlessly, predict and drive customer loyalty time and place © 2012 IBM Corporation
We call the path forward Smarter Commerce Places the customer at the center Drives growth Increases margins 5 Maximizes insight Capitalizes on social and mobile Synchronizes your entire value chain Improves collaboration and visibility © 2012 IBM Corporation
Smarter Commerce focuses on three dimensions centered around the customer Customer Insight In today’s world of instant business, you need deep insights, in real-time that you can turn into immediate action Customer Value Strategy In turn, you must re-think how your customers define value, and the changes you must make to your value chain so you can deliver exactly what your customers want - profitably Customer & Partner Engagement You need an approach that allows you to more effectively connect, collaborate, conduct commerce and create a differentiated customer experience 6 …increasing the value companies generate for their customers and partners in a rapidly changing digital world © 2012 IBM Corporation
Smarter Commerce can help transform every phase of the commerce cycle Buy Sourcing, controlling and procurement of goods and services Service Servicing customer needs across all interaction channels 7 Insight Strategy Buy Market Service Engagement Market Targeted and personalized marketing across all customer interactions Sell Enables selling and fulfillment of products and services across all channels © 2012 IBM Corporation
IBM’s integrated portfolio for Smarter Commerce VALUE CHAIN STRATEGY AND SERVICES Innovation and business value Innovating and aligning business models to drive value to the customer Market and customer mgmt Aligning sales, marketing and operations to engage with customers Operating and organization models Designing operations, supply chain and the organization model to deliver customer value CORE BUSINESS SOLUTIONS Core Business Processes Market Buy • Supplier Integration & Management • Supply Chain Management • Payments and Settlements • Strategic Supply Management Service Sell • Customer Awareness & Analytics • Social Media Marketing • Cross-channel Campaign Management • Digital Marketing Optimization • Pricing, Promotion and Assortment Optimization • Cross-channel Selling • Order Management & Fulfillment • Customer Integration & Collaboration • Store Solutions • Payments & Settlements • Delivery, Service, & Support • Customer Self-Service • Case Management Advanced Analytics Customer Analytics | Operational Analytics | Threat and Fraud Analytics IBM Smart. Cloud and Workload Optimized Systems (Z-Enterprise, Power, X, Storage and Systems Software) Delivering agility, integration and automation to drive relevant business outcomes 8 © 2012 IBM Corporation
IBM’s integrated portfolio for Smarter Commerce VALUE CHAIN STRATEGY AND SERVICES CORE BUSINESS SOLUTIONS BUY MARKET SELL SERVICE Intelligent and optimized supply chain strategies in anticipation of demand Personalized and relevant messages, promotions and pricing with unified multi-channel marketing Customers and partners buy what they want, when and where Anticipates behavior and delivers flawless customer service Advanced Analytics IBM Smart. Cloud and Workload Optimized Systems * 9 © 2012 IBM Corporation
CUSTOMER VALUE STRATEGY CORE BUSINESS SOLUTIONS Buy Emptoris • Spend Analysis • Sourcing • Contract Management • Supplier Lifecycle Management • Category Compliance Management Sterling Commerce • Transportation Management • Supply Chain Visibility • B 2 B Integration • Supplier Portal Vendor Compliance Market Emptoris Unica • Resource Mgmt • Campaign Mgmt • Marketing execution • Performance • Analysis Service Sell Web. Sphere Commerce • Contract Management Experience • B 2 C/B 2 B Storefronts • Precision Marketing Coremetrics • Analytics & Reporting • Segmentation • Search Optimization Scheduling Sterling Commerce • Order Management • Configuration, Pricing, Quoting • Multi-vendor catalog • Warehouse Management • Transportation Management • Supply Chain Visibility • B 2 B Integration Retail Store Solutions ILOG Supply Chain Demand. Tec • Price, Promotion, • Product Optimization • Inventory Optimization Merchandising • Marketing Analytics • Accounts Payable Automation • ERP Integration • Content Analytics • Retail POS Solutions • Self-Service Portal/Kiosk • POS Applications Sterling Commerce • Delivery & service • Cross-Channel Selling • Customer-centric Shopping • Reverse Logistics Unica • Service messaging • Notifications ILOG Supply Chain • Network Optimization • Transportation Optimization • Statement Presentment & Archiving • Customer “On-boarding” • Product, Policy & Procedure Information • Case Management • Customer Self Service • Product, Policy & Procedure Info CUSTOMER INSIGHT SOLUTIONS 10 © 2012 IBM Corporation
The Role of Enterprise Content Management Before: raw materials are delivered to a factory, you purchase a carton of milk, take possession of a new home, decide what type of dishwasher is best, establish a retirement account, purchase life insurance, choose an investment, the loan for your car is approved, you get the answer from customer service… Someone: signed a supplier agreement, approved and invoice, prepared mortgage documents, wrote a user’s manual, reviewed loan documents, created marketing collateral, revised and published customer support information. Without the proper documents, forms, correspondence and content, and the processes to manage them, these commerce transactions – buy, market, sell and service would not happen. Documents define business agreements and guide daily operations. Business process management brings greater efficiency to these transactions. Content analytics provides rapid insight into the customer needs, concerns and opinions. All of these capabilities enable smarter commerce. 11 Content is essential to commerce. © 2012 IBM Corporation
Opening Questions to Consider § How efficiently do you manage supplier relationships and communications? § Do your lines of business have a “single view of supplier”? § How efficiently does product information move from supplier to buyer to channel to customer? § Do your lines of business and customers have a “single view of product/service”? § How easy is it to “become a customer”? § How do you resolve complex customer service requests? § Do your lines of business have a “single view of customer”? § What additional customer detail and insight can you obtain from email, call logs, voice to text, chats, product reviews & blogs? 12 © 2012 IBM Corporation
IBM ECM Enables All Domains of Smarter Commerce Contracts & supporting information Supplier communications Accounts payable Product information ERP integration Product/service Information Digital Asset Management “Voice of the customer” Buy Market Targeted and personalized marketing across all customer interactions Sourcing, controlling and procurement of goods and services Customer Service Servicing customer needs across all interaction channels ERP integration CRM integration “Voice of the customer” Customer correspondence Statements, bills, confirmations Product/service policy & procedure information 13 Selling and fulfillment of products and services across all channels CRM integration Product Information Customer “On-boarding” Digital Asset Management Statements, bills, confirmations Product/service policy & procedure information © 2012 IBM Corporation
Where & How IBM ECM Can Positively Impact Key Commerce Domains Buy-Side Contract Management Accounts Payable Market Product, Service, Policy & Procedures Digital Asset Management Voice of the Customer Sell Product, Service, Policy & Procedures Customer “On. Boarding” Complex Corporate Sales Statements, Bills & Confirmations Service 14 Supplier Lifecycle Management Product, Service, Policy & Procedures Complex Customer Care Voice of the Customer “Single View” of Customer © 2012 IBM Corporation
IBM ECM Capabilities to Support Key Commerce Domains Buy Supplier Lifecycle Management Buy-Side Contract Management Accounts Payable Capture ■ ■ ■ ERP Integration ■ ■ ■ Email Management ■ ■ ■ Imaging/Content Management ■ ■ ■ Case Management ■ ■ MSFT Office Integration ■ ■ Records & Retention Management ■ ■ ■ Partner Solutions ■ ■ ■ § Accelerate supplier evaluation & selection process Benefits § Accelerate contract development, negotiation and approval § Enable single, secure point of access for all relevant supplier content, communications and supporting information § Enable secure enterprise access to contract and supporting information § Retain supplier content as corporate record 15 § Retain contract and supporting information as corporate record § Reduce cost, reduce errors, manage cash flow, eliminate late payment penalties, respond to audit requests § Reduce storage costs § Retain invoices and supporting information as corporate record © 2012 IBM Corporation
IBM ECM Capabilities to Support Key Commerce Domains Market Product, Service, Policy & Procedures Digital Asset Management ■ Content Analytics MSFT Office Integration ■ Share. Point Integration ■ Content Management ■ Case Management ■ Records & Retention Management ■ Partner Solutions ■ ■ § Enable formal process for creation, review, approval and publishing Benefits 16 Voice of the Customer § Effectively organize, manage and secure media and brand assets § Single source for collateral & supporting information § Single source for digital assets § Publish consistent information across channels § Retain per compliance requirements § Enable multi-channel distribution of digital assets ■ § Obtain a more detailed and accurate understanding of market and customer needs § Plan and execute more effective campaigns, promotions, product positioning, sales tactics © 2012 IBM Corporation
IBM ECM Capabilities to Support Key Commerce Domains Sell Product, Service, Policy & Procedures Customer “On-Boarding” Complex Corporate Sales Capture ■ ■ Email management ■ ■ MSFT Office Integration ■ Content Management ■ ■ ■ Case Management ■ ■ Statements, Bills & Confirmations ■ CRM integration ■ ■ Content Manager On. Demand Records & Retention Management ■ ■ Partner Solutions ■ ■ Benefits 17 § Single source for collateral & supporting information § Publish consistent information across channels § Efficiently capture customer information at POS § Retain as corporate record § Quickly initiate provisioning process § Accelerate contract development, negotiation and approval § Enable secure enterprise access to contract & supporting information § Reduce/eliminate printing & postal costs § Archive highvolumes of customer receipts § Retain as records © 2012 IBM Corporation
IBM ECM Capabilities to Support Key Commerce Domains Service Product, Service, Policy & Procedures Complex Customer Care Capture ■ Email management ■ Voice of the Customer MSFT Office Integration ■ Imaging/Content Management ■ ■ ■ Content Analytics “Single View” of Customer ■ ■ ■ CRM integration ■ ■ ERP Integration ■ ■ Case Management ■ Content Manager On. Demand ■ ■ Records & Retention Management ■ ■ Partner Solutions ■ ■ ■ § Single source for collateral & supporting information § Complete context to understand customer issues, collaborate and facilitate resolution § Publish consistent information across channels § Record and retain key decisions, actions and communications § Exploit insight obtained from email, call logs chats and voice to text to improve service Benefits 18 § Improve self-service § Identify FAQs § Improve self-service § Immediate, secure access to relevant customer content & communications § Enable self service § Reduce cost of customer care © 2012 IBM Corporation
ECM Applied to the Key Entities of Commerce Supplier – manage the lifecycle of content and contentspecific processes that: define the business relationship, specify the goods/services exchanged, record evidence of transactions and communications Product/Service – manage the lifecycle of content and content-specific processes that describe or document: the product/service, usage, technical details, components, warranties, guarantees, maintenance, repair and operations Customer – manage the lifecycle of content and contentspecific processes that: define the business relationship, specify the goods/services exchanged, record evidence of transactions and communications, facilitate efficient resolution of complex customer service and support issues Analyze customer correspondence and communications to rapidly identify and explore trends, patterns, and statistically relevant facts to obtain a more detailed and accurate understanding of “voice of the customer” 19 “I have a complaint about the quality of the product that I bought last week!” © 2012 IBM Corporation
IBM ECM Partners Have Solutions for All Domains of Smarter Commerce Adaptive Supplier Management Digital Asset Management Retail Vendor Management Rapid Analytics for Hotels Enterprise Contracts Buy Accounts Payable Market Targeted and personalized marketing across all customer interactions Sourcing, controlling and procurement of goods and services Managed Pay Claims Management Text Analytics Suite Underwriting Customer Complaints & Appeals Service Mobile Case Manager Policy Owners Services e. Resolve for Mortgage Banking Servicing customer needs across all interaction channels Complaint & Quality Management Client Service for Wealth Management Online Brokerage Account Administration Correspondence Tracking and Management Sell e. Presentment Selling and fulfillment of products and services across all channels Container Billing Credit Origination Paperless Lending Store Communications Retail Banking Transactions Unsecured Lending Framework Dealer Relations Portal for Discrete Manufacturers Customer Service via an Automated Email Response 20 IBM Internal Use Only www-304. ibm. com/sales/gss/download/industry_solutions_catalog/Cross. Industry. Solutions. do? industry=ecm © 2012 IBM Corporation
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What is unique about IBM’s Smarter Commerce? Industry Leading Suppliers Unmatched breadth and depth of market leading products and services across the commerce cycle to meet your needs Comprehensive yet Flexible Customers IBM Smarter Commerce Partners Flexibility to start in the area your business is focused leveraging your existing investments and delivering value for your business Proven Influencers 24 IBM is a proven partner for your success with experience in driving measurable business outcomes across all aspects of the commerce cycle © 2012 IBM Corporation
Getting started and accelerating your Smarter Commerce journey Has your business model changed? Is customer information driving your business? Are customer needs aligned to the business operations? How compelling is your customer experience? Can you respond to changes in the market or demand? Learn more about IBM Business Value Accelerator services to help you get started on your Smarter Commerce journey 25 © 2012 IBM Corporation
IBM is the right partner for Smarter Commerce § 100 years of experience making the world work better through the use of technology § Deep skills to enhance, extend, and re-define commerce in the age of the empowered customer § Acting on Customer Insight § Evolving your Customer Value Strategy § Optimizing Customer & Partner Engagement § $3 billion invested since 2010 to create a truly smarter approach to commerce § New consulting and system integration practice with over a thousand dedicated experts § Expertise in over 20 industries to help create a solution customized for your specific needs 26 Over 2, 000 of the world’s top brands rely on IBM to improve their business insight and execution © 2012 IBM Corporation
High Value solutions spanning across multiple industries CAPTURE ACTIVATE SOCIALIZE ANALYZE GOVERN • Document Imaging and Advanced Document Capture • Advanced case mgmt • Social content mgmt • Customer Service / Experience Mgmt • Human Capital Management • Content Search and Analytics • Defensible Disposal & Value Based Archiving • Enterprise Platform Services • Account Opening & Management • Enterprise Report Management • Courts and Justice • Education Intervention Management • Asset Lifecycle Mgmt • Accounts Payable • e. Billing & Electronic Document Delivery • Contract Management • Claims Processing & Optimization • Benefits Adjudication • Insurance Underwriting • Voice of the Customer • Patient Diagnostics & Care Coordination • Retention & Records Management • e. Discovery • Government and Crime Intelligence • Enterprise Fraud Management • Loan Origination / Mortgage Processing Content IBM ECM IBM = Cost, Content in Motion = Value Industry Specific Solutions IBM ECM Foundational Solutions for at Rest ECM Cross-Industry Solutions targeting LOB and New Buyers targeting LOB & New Buyers IT. Compliance & Legal Buyers 27 © 2012 IBM Corporation
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