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Content in the Field: capture it, process it, and get work done!

Presented June 17, 2015

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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

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Introducing our Featured Speaker

Toby Bell

ECM Marketing & Offering Strategy Lead

IBM

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 © 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 © 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 © 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

Capture Protect Activate Analyze Engage

Smarter Content, Smarter People Put business content to work to realize new value

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 © 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 © 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 © 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 © 2015 IBM Corporation

Automatically Extract Important Information

Apply to information types that are important to YOUR business

MICR

Signature Verification

Handwriting

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.

Forward- looking companies are pushing document capture to the edge of the enterprise

Best Practice: Capture at the Point of Origin

16 © 2015 IBM Corporation

Hot Area: Branch/remote office digitization

Secure capture with easy-to-use MFP devices

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 Accelerate Digitize

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 © 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

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

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.

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

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

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 © 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

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 © 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 Content Document Capture Case Management

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

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

• 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 © 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 © 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 © 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 © 2015 IBM Corporation

Best practice… Capture On-Demand for Case-based solutions

Mobile Devices

Email & Attachments

Web scanning

Capture LOB apps

Repositories

Case-based Solutions

Capture as a service

What’s Next?

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 © 2015 IBM Corporation

Cognitive Imaging Understanding Content In Context

TITLE

UNSTRUCTURED BOLDED FONTS

BULLETS

STRUCTURED BOLDED FONTS

ALIGNED

TABLE BOLDED FONTS BOLDED LINES

38 © 2015 IBM Corporation

FINANCE INSURANCE

GOVERNMENT

Cognitive Imaging – For Advanced Use Cases

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.

Forrester Gartner

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 © 2015 IBM Corporation

One Experience for Business Content

40

Unified experience for mobile and web across capabilities

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

Learn more about IBM Smarter Content Solutions

ibm.com/thatsecm/ Email: toby@us.ibm.com Twitter: @tobybell LinkedIn: Toby Bell

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• 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.

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