Leveraging Information For Smarter Business Outcomes With IBM

Leveraging Information For Smarter Business Outcomes With IBM Enterprise Content Management Ludger Helm, ECM Software Sales Specialist October 1, 2009 • Johannesburg, South Africa

Is Content and Compliance an Issue?

Agenda Enterprise Content Management in Context: Establishing an Information Agenda ECM Overview: Using agility to improve business productivity ECM Solution Overview: Foundational positioning of ECM portfolio 3

Leverage Information For Smarter Business Outcomes: How To Get Started! Proven Approach Software Business Optimization Information Infrastructure 4

Enterprise Content Management Software Optimize content, process and compliance management Optimize content-centric business processes IBM File. Net BPM Capture, manage & leverage your enterprise content Create insight from unstructured information IBM File. Net Content Manager, IBM Content Manager On. Demand IBM Omni. Find Search & Content Analytics Manage regulatory compliance IBM Content Collection & Archiving, IBM Classification Module, IBM Records Management, IBM e. Discovery Search & Analytics 5

Why Is ECM Important To Information Agenda? With a solution focus, IBM ECM delivers a flexible information infrastructure Content combined with process is the backbone of an Information Agenda IBM ECM provides tools for discovering, analyzing, and classifying content in email, files, collaboration repositories such as Microsoft Share. Point and Lotus Quickr IBM ECM services assist organizations in the development, staffing or refinement of their ECM Center of Excellence. IBM ECM business partners are solution experts able to leverage accrued knowledge and best practices for specific industry needs. 6

Information Agenda: ECM Solutions Financial Services Insurance Case Management Customer Correspondence Lending/Credit Approval Health Insurance Property & Casualty Underwriting Telco Energy & Utilities Compliance Customer Insight Remote Worker Productivity Asset and Plant Lifecycle Management Rate Case Management Records Management Retail Contract Management Invoice Processing Vendor Management Government Contract Management Compliance Federal, State & Local solutions Industrial Aging Workforce Asset and Plant Lifecycle Management Back Office Applications Healthcare Enrollment & Claims Processing Health Information Management Health insurance

Organizations Want Agility For Better Outcomes Optimized and Dynamic Globalized processes Gain Greater Competitive Advantages CIO's top priority for last 3 years: “Improving Business Processes” 8 Automated but inflexible Localized processes Source: Gartner, “Making the Difference: The 2008 CIO Agenda, ” Jan. 2008

Agility Delivers Strong Financial Returns Integrated IT and Business result in DOUBLE the productivity gains of isolated business and IT efforts: IT Investment alone: 3% Business Investment alone: 8% Integrated Business and IT: 20% Source: London School of Economics – Mc. Kinsey survey and analysis of 100 companies in France, Germany, UK and US 9

Bridging the gap between Business and IT BUSINESS IT Business can rapidly change business model IT remains in control of efficient infrastructure Real-time access to key content, business and compliance performance metrics Change information sources, processes and roles whenever the business requires Alignment Visibility Govern Change 10 Modularity enables the business to change without changing the infrastructure Establish rules for authorization of changes and execute modifications swiftly

What is Needed? Evolving from traditional ECM to Agile ECM Traditional ECM Information locked in siloed repository-specific applications Unfriendly / difficult / proprietary user experiences Many specialized ECM products, little/no integration between them ECM investments and solutions limited to the scope of content management Difficult, complex and protracted compliance implementations Lengthy development and deployment cycles Agile ECM Standards-based and open repositories and services that span multiple application and content types Familiar, easy-to-use frameworks, attractive and flexible experiences for any business user Active content brings content to life in critical business processes Powerful tools to derive intelligence from content for valued business use Business value delivered rapidly - in days instead of months Content passively stored in repositories Collaborative tooling empowers business users as process stake holders Business processes maintained by 11 IT almost exclusively Support for a proactive and prescriptive compliant information

But What Does it Really Mean? Agile ECM means results Agile ECM Standards-based and open repositories and services that span multiple application and content types Familiar, easy-to-use frameworks, attractive and flexible experiences for any business user Active content brings content to life in critical business processes Powerful tools to derive intelligence from content for valued business use Business value delivered rapidly - in days instead of months Collaborative tooling empowers business users as process stake holders Support for a proactive and prescriptive compliant information 12 Shorten time to deliver content-centric applications from months to days Automate manually intensive processes decreasing process times and costs by 50% or greater Reduce errors, gain insight and make the right decisions reducing costs and improving customer satisfaction Rapidly respond to market opportunities and threats creating significant competitive advantage Take control of unmanaged content to eliminate duplicates and significantly reduce storage needs Simplified lifecycle can significantly reduce the cost of archiving, records and legal discovery

Agile ECM: Content Management Business Content Services Transactional Content Document Management Content Integration 13

JB Hunt Increases Revenue Business Challenge Manual billing Deliveries made before customers could accept resulting delays What’s Smart? Complete billing process visibility Automated carrier assignment & billing – drivers know when customers can take deliveries and charge automatically if the customer delays delivery Multiple forms of information including email and paper are now automatically managed Smarter Business Outcome Accurately track and bill charges to the customer adding $870 K in revenues annually 6 times improvement in billing staff productivity Improve record-keeping to ensure compliance 14 "The success of the HAWK Power Detention System has demonstrated the value and potential of IBM File. Net P 8 for J. B. Hunt. As a result, other divisions within the company are exploring business process management as a way to remove non value-added work and add dollars to the bottom line. " Tarek Taha Engineering Manager JB Hunt

Agile ECM: Content-centric BPM Design Execut Simulate e 15 Monitor Optimize

North Shore Credit Union Realizes Significant Savings Business Challenge Streamline business processes so existing staff could manage the increased workload while strengthening customer service. What’s Smart? Credit Union staff can leverage all forms of information for a complete view of the customer, streamline business processes, and capture documents electronically for easy access and storage. Smarter Business Outcome 100, 000 CAD annual savings due to improved business processes 70% reduction in deficiencies in customerfacing processes 16 “With IBM ECM, we’ve streamlined and optimized business processes to drive a recurring savings of more than $100, 000 annually. ” Fred Cook Chief Technology Officer North Shore Credit Union

Agile ECM: Compliance & e. Discovery Content SAP Archiving Collection & e. Discovery Archiving Records Management Search & Analytics 17 Advanced Classification

Rohm And Haas Streamlines Regulatory Processes Business Challenge Needed to streamline regulatory and legal compliance processes while improving business efficiency and effectiveness What’s Smart? An ECM solution that simplifies the capture and retention of essential e-mail while helping employees leverage the value of business information throughout its lifecycle Smarter Business Outcome Strengthens governance processes Improves staff efficiency Protects corporate intellectual property and helps support accuracy of information Enhances collaboration to drive greater innovation 21 “The unique zone approach supported by IBM and IBM Business Partner Integro allows us to manage e-mail according to its business value in a way that is least disruptive to our users. ” Sandy Hostetter Program Manager, Electronic Content Management and Retention Rohm and Haas

Agile ECM: Information Access & Discovery Content Search & Access Content Classification Content Analytics & Insight 22

Advanced Classification Leverage the Full Content Context to Make the Right Decision Simple rules or keyword based classification can be too coarse to make fine distinctions between long-form texts with very different intent

CHEFS Catalog Turns Shoppers Into Buyers Business Challenge Wanted to turn shoppers into buyers while reducing the time and involvement required by its IT department to manage site content. What’s Smart? A contextually relevant search and browsing experience Smarter Business Outcome Optimized staff efficiency and increased organizational agility Helped company improve conversion rates Enabled company to meet aggressive implementation deadlines by facilitating deployment of state of the art search and navigation capabilities in less than eight weeks 24 “IBM Commerce Module for Omni. Find Discovery Edition powers the entire navigation experience— portlets, images and navigation menus—to help shoppers find what they need in a way that’s most convenient and natural for them. This is critical in helping us increase conversion rates and effectively compete against companies much larger than ours. ” Dale Shuman Director, Information Technology CHEFS Catalog

IBM Agile ECM: Get more value out of your content IBM Agile ECM helps companies make better decisions faster by: Managing all forms of content Optimizing associated business processes Enabling compliance Deriving insight from content through an integrated information infrastructure 25

Enterprise Content Management Optimize content, process and compliance management Capabilities Eliminate paper-based, manual processes Automate content-centric processes to reduce processing lead times and errors Address compliance needs through an integrated content solution Increase business agility with greater control over enterprise content Business Value Reduce costs associated with paper records Increase productivity of employees in sales, billing, HR and scheduling by automating manual processes and reducing errors and exceptions Reduce risk by addressing information storage, auditability and retrieval needs from regulations 26

Where Can You Benefit From Agile ECM? High-volume transactions involving paper or electronic documents Transactions requiring aggregation of multiple or complex set of paper or electronic documents How & where do you store critical corporate documents? Do you have agreements for off-site storage and retention of documents? What are your current records management practices? Highlights Document-intensive collaborative projects Improved decision making How are policies and procedures created and disseminated internally? Reduced costs Do you have industry, regulatory or environmental compliance/reporting requirements Shortened time to value 28 Increased flexibility/agility Improved collaboration between IT and business

Drive Smarter Business Outcomes With IBM Agile Enterprise Content Management Accelerate your journey! Industry Leading Portfolio Leading in every category Strong client acceptance Open, extensible architecture Expanded Value Foundational Tools, Information Agenda Guides and Workshops, Information Accelerators, Information On Demand Competency Centers Strong Eco-System Over 35, 000 people, cross-company IOD focused… Over 2, 000 new business partners 29