IBM

Enterprise
Content Management

Providing a Return on Information

SAMEER GUPTA
Manager, IBM Data Management Solutions,
MEPNA Region
What is Enterprise Content Management ?

Enterprise Content Management n.

1. A framework for creating, managing,

integrating, web-enabling, and
delivering unstructured digital content
across the enterprise and beyond - to
employees, customers and trading
partners - that creates real business
value

2. A necessity for e-business

Managing Business Content : The Issues

Business Challenges
• Exponential growth in content
• Personalized, integrated customer
and trading partner service
• Efficient best practices
• Implementation of multi-channel
strategies
• Globalization
• Regulatory compliance

Technology Concerns
• Reduced costs of ownership
• Distribution of assets with robust security
• Ease of administration
• Content consistency across applications
Content Management is Converging

Operational Content Web Content

• Statements, Invoices, •HTML
Reports •Dynamic pages
• Scanned Images
• Fax

Rich Media Workgroup Documents

• Video •Word Processing
•Spreadsheet
• Audio
•Presentation
•e-mail
Content Management is Converging

Operational Content Web Content

• Statements, Invoices, •HTML
Reports •Graphic Files
• Scanned Images •Business Content
• Fax

Rich Media Workgroup Documents

• Video •Word Processing
•Spreadsheet
• Audio
•Presentation
•e-mail
Enterprise Content Management: The Business Impact

COST SAVINGS
• Eliminate paper, printing
and mailing costs
• Reduce physical storage
requirements
• Increase productivity
COMPETITIVE
ADVANTAGE
• Improve customer service
and loyalty
• Deliver information through
cost-effective channels
• Leverage brand assets to
I ss e ni s u B

increase revenues

business process same process using refined process using

t c ap m

with physical content digital content digital content

 LeasePlan: Launch of e-business reduces costs

CHALLENGE
• Manage growing leasing volume
without adding staff
• Shift operations from a paper to
a digital environment
• Enable e-business initiatives
"I don't think we would have succeeded
to the point we have without these IBM
e-business and e-content management
solutions.... we haven't had to touch
anything because they've run virtually
error-free. We're sold on IBM.“
Dave Bush, CIO, LeasePlan

SOLUTION
• IBM Content Manager

• IBM DB2 Universal Database

VALUE
• Reduced operational costs by 20%

• Reduced storage space by 20%

• Slashed customer response times

from days to minutes
 AT&T: Transformation of Customer Service

CHALLENGE
Needed web access to over 5
million bills for:
• 20,000 account executives
• 100,000 small business customers
• Interactive customer service

SOLUTION
• Content Manager OnDemand
• CheckFree i-Solutions
• WebSphere Application Server

• IBM DB2

Value
• 1st six months customers handled
5000 of their own disputes
• Potential to save $25 M annually
in printing costs ($6.50/customer)
• $750,000 increase in promise to
pay revenues - six months
Increase ROI....Unlock the value of your Enterprise Content

Improve operational effectiveness

• Reduce production and distribution costs
• Maximize reuse of assets
• Safeguard critical assets, including intellectual capital

Enhance customer experiences

• Deliver up-to-date, relevant information across multiple channels
• Streamline communications and collaboration

Increase competitive advantage

• Leverage your brand strength
• Create new revenue sources
• Cross-sell, up-sell and personalize purchase opportunities
 Manage Information Across Solutions
BANKING
and INSURANCE RETAIL GOVERNMENT DIGITAL MEDIA
FINANCE

EMPLOYEES

S C
U e-Commerce e-Commerce U
P SCM ERP CRM S
P T
L O
I M
E
HTML E
R HTML
Transaction Transaction R
S Data Data
S

@
office e-mail reports fax
 Deliver Personalized Content on Demand

Invoices,
Statements,
Reports

Scanned
Paper & Fax

ERP,
SCM,
CRM
data
Business
e-mail Content

Office
documents
and
correspondence

Audio,
Video,
Photo

Web Content
 Deliver Personalized Content on Demand

Invoices,
Statements,
Reports

Scanned
Paper & Fax

ERP, Wireless
SCM, & PDA
CRM
data
Business
e-mail Content Kiosk

Office
documents Portal /
and Browser
correspondence

Audio,
Video,
Photo

Web Content Call Center

 Norwich Union: The Impact of Integrated Information

CHALLENGE
• Deliver consistent, high quality service

• Provide integrated customer account

history on demand

SOLUTION
• IBM Content Manager
• DB2
• Tivoli
“With its ability to access data easily and
efficiently across a number of different
Value repositories, IBM clearly has the strategic
implementation Norwich Union is seeking."
• Faster customer response
• Improved employee productivity Karl Clare, Senior Project Manager
Norwich Union
• Reduced document storage and
processing costs
The Content Value Chain
The Content Value Chain

Capture Store and Distribute

and Create Manage and Transact

Search

Content
Storage Integration
Management And
System Delivery

Workflow
The Content Value Chain

Capture Store and Distribute

and Create Manage and Transact

Search

Content
Storage Integration
Management And
System Delivery

Workflow

ENTERPRISE CONTENT MANAGEMENT

•Create, capture and manage all forms of unstructured content
•Integrate and distribute it to customers, partners and
employees via the most effective and efficient channels
Enterprise Content Management

Bulk Scan
Services

PC
Documents

Scanning
Subsystem

Microfiche
Applications

Reports
Enterprise Content Management

Bulk Scan
Services

PC
Documents
Content
Kofax
Scanning
Subsystem
Ascent Manager
Capture

Microfiche
Applications

Reports
Enterprise Content Management

Bulk Scan
Services

PC
Documents
Content
Kofax
Scanning
Subsystem
Ascent Manager
Capture

Content Manager
Microfiche
OnDemand
Applications
Tivoli
Storage
Reports Manager

Tape Optical
Library Library
Enterprise Content Management

internal users

Bulk Scan
Services
LAN
PC
Documents
Content
Kofax
Scanning
Subsystem
Ascent Manager
Capture

Content Manager
Microfiche
OnDemand
Applications
Tivoli
Storage
Reports Manager

Tape Optical
Library Library
Enterprise Content Management

internal users

Bulk Scan
Services
LAN
PC
Documents
Content c
Kofax Web u
Scanning
Subsystem
Ascent Manager Gateway s
Capture
Feature t
www
Content Manager o
Microfiche m
OnDemand
Applications e
Tivoli r
Storage s
Reports Manager

Tape Optical
Library Library
Enterprise Content Management

internal users

Bulk Scan
Services
LAN
PC
Documents
Content c
Kofax Web u
Scanning
Subsystem
Ascent Manager Gateway s
Capture
Feature t
www
Content Manager o
Microfiche m
OnDemand
Applications e
Tivoli Enterprise r
Storage Information s
Reports Manager Portal

Tape Optical
Library Library

existing repositories
Enterprise Content Management

internal users

Bulk Scan
LAN
Services
CommonStore for SAP SAP
PC
Documents
Content c
Kofax Web u
Scanning
Subsystem
Ascent Manager Gateway s
Capture
Feature t
www
Content Manager o
Microfiche m
OnDemand
Applications e
Tivoli Enterprise r
Storage Information s
Reports Manager Portal

Tape Optical
Library Library

existing repositories
Enterprise Content Management
internal users

LAN

Bulk Scan Lotus Domino

CommonStore for Domino
Services
CommonStore for SAP SAP
PC
Documents
Content c
Kofax Web u
Scanning
Subsystem
Ascent Manager Gateway s
Capture
Feature t
www
Content Manager o
Microfiche m
OnDemand
Applications e
Tivoli Enterprise r
Storage Information s
Reports Manager Portal

Tape Optical
Library Library

existing repositories
Enterprise Content Management
internal users

LAN

CommonStore for Exchange MS Exchange

Bulk Scan Lotus Domino

CommonStore for Domino
Services
CommonStore for SAP SAP
PC
Documents
Content c
Kofax Web u
Scanning
Subsystem
Ascent Manager Gateway s
Capture
Feature t
www
Content Manager o
Microfiche m
OnDemand
Applications e
Tivoli Enterprise r
Storage Information s
Reports Manager Portal

Tape Optical
Library Library

existing repositories
Enterprise Content Management
internal users

LAN

eRecords Management Tarian

CommonStore for Exchange MS Exchange

Bulk Scan Lotus Domino

CommonStore for Domino
Services
CommonStore for SAP SAP
PC
Documents
Content c
Kofax Web u
Scanning
Subsystem
Ascent Manager Gateway s
Capture
Feature t
www
Content Manager o
Microfiche m
OnDemand
Applications e
Tivoli Enterprise r
Storage Information s
Reports Manager Portal

Tape Optical
Library Library

existing repositories
IBM Delivers the Total Solution
ECM – Enabled Applications
Customer Service Operational Productivity Rich Media
SAP, Vertical Applications, e-Commerce, e-Learning,
Siebel, Customer Loyalty
e-Records Brand Assets

INTEGRATION LAYER
Archiving Search and Access Rights Management Media Streaming

IBM Content Manager Other

OTHER CONTENT STORES File Systems

FileNET
Documentum
e-mail
Exchange
Relational Data Domino
DB2
Oracle

CONTENT MANAGEMENT SYSTEM

IBM ECM Infrastructure

IBM Delivers the Total Solution … and More
Complete Offering
“We couldn't find the multiple technologies we needed with any other single vendor."
-- Charles Schwab

Integration and Open Standards

"With its ability to access data easily and efficiently across a number of different
repositories, IBM clearly has the strategic implementation Norwich Union is seeking."
-- Norwich Union

Leading Partnerships
"IBM and Siebel solutions are helping us take a quantum leap forward in the areas of
electronic data management and customer relations."
-- Tryg-Baltica

Complementary Infrastructure
"With Enterprise Information Portal....we have our platform for future portal
applications, building on what we already use."
--Hewitt Associates

Scalable and Robust Platforms

"We couldn't accept anything less than the highly scalable, reliable IBM e-business
solutions at the core of ePlan."
-- LeasePlan
 Coca-Cola Company: Leveraging Digital Assets Worldwide

CHALLENGE
• Integrate 3 separate brand libraries:
• photo, document, video
• Protect and leverage over 40,000
brand assets worldwide

SOLUTION
• IBM Content Manager
• Lotus Domino
• IBM Global Services “The Coca-Cola Company has a rich and extensive
archive of imagery and documents that defines our
company and our brand.....we wanted to create a
Value robust system that would enable our employees in
more than 200 countries to efficiently access our
• Reduced asset search from days historical data and work collaboratively - all from
to minutes their desktops,'‘

• Cut campaign development time by Philip F. Mooney,

estimated 50% Director, Corporate Archives,
The Coca-Cola Company

• Licensing revenues expected to

increase
The Return on Enterprise Content Management

• Realize greater productivity and operational efficiencies

• Improve customer loyalty and brand awareness

• Improve security and asset distribution

• Increase profitability

content management … information integration …

… asset distribution … transactions

 MOVING FORWARD …

Achieve a Return On Your Information

• Assess key business processes

and identify content sources

• Move from physical to digital

content

• Refine processes and leverage

digital content for competitive
advantage
I ss eni s u B
t c ap m

business process same process using refined process using

with physical content digital content digital content
 IBM – SWG Portfolio

e-business Solutions

Industry Specific Cross Industry Geo Specific/VAR/SI

Retail, Telco, Foundation SAP, Siebel, PeopleSoft, 23,000+ partners
Bundles for Law Baan, Foundation Bundle RYO...
Enforcement, Finance... for the Web...
Information Infrastructure
Web & Portal Warehouse Ent. Content
Enterprise
Analysis
Applications Management Management Management
DB2 DB2 OLAP IBM CM
WebSphere Warehouse IBM Red Brick IBM II4C
Mgr. DB2 IM CMOD Tivoli
MQSeries CS
eMMS Control
Information Integration Center
Federation, Replication, ETML
AD Tools IBM Tools
Partner Tools
...the Partner Tools
LOTUS
Database
DB2
Future is ISV
Partnerships
Informix Database
Tools
IMS
NOW! Cross platform
zOS OS/390 OS/400 AIX HP-UX Solaris NUMA-Q Linux OS/2 Windows
Turn to IBM for Enterprise Content Management

ECM
Single, robust platform
Information Integration e-business
Workflow
Open Standards Infrastructure
Partnerships Web Portals
SAP, Siebel, Collaboration
Ancept Security
Business Intelligence
Systems and Storage
Management

Thought
Leadership Experience
Digital rights
management,
Consulting & Over 10,000 customers
Industry expertise
copy protection, Integration
MPEG
Business innovation,
Implementation,
Application
development
 IBM
Enterprise
Content Management

Providing a Return on Information

QUESTIONS?????