How Customers Cut Costs; Improve Customer Satisfaction with IBM ERM Solutions

How Customers Cut Costs & Improve

Customer Satisfaction with IBM

Enterprise Report Management Solutions

September 30, 2014

Agenda

®2014 enChoice, Inc® All rights reserved. Do not reproduce or distribute without permission.

• enChoice Overview

• CMOD Updates

• CMOD Customer Use Cases

• CMOD Users Group

enChoice Overview

enChoice Company Snapshot

• First, largest and top-rated IBM Software

ValueNet Support Provider for FileNet P8,

Datacap and Content Manager OnDemand

• Founded in 1993 - 20+ years of focused

success with IBM ECM solutions

• Our own ECM IP: KwikWork and

CYA SmartRecovery

• Exclusive IBM CMOD education provider

• 400+ customers / 27x4 support customers

• 200+ IBM technical and sales certifications

• Certified records manager on staff

enChoice is a leading provider of end-to-end IBM enterprise

content management (ECM) solutions and services


enChoice CMOD Practice

Implementation and consulting services• Also for ECM System Monitor, ICN, CMOD Full Text Search,

CMOD Enhanced Retention Management, Datawatch RMS,

Crawford Riptide and Transforms

• CMOD Upgrades

• Cognos archiving and integration

Migration services• From and to CMOD, ASG/Mobius, BMC, CA, RMS, COOL,

FN Report Manager, Report2000, more

Remote systems administration• Standard - Insurance policy

• Extended – We become your CMOD Administrator

CMOD in the Cloud offering

• PaaS/IaaS – Leveraging either AWS or Softlayer


enChoice CMOD Practice

• Additional ‘feature’ capabilities including:• KwikWork for IBM Content Navigator

• RDF directory distribution

• Xerox printing/reprinting tools

• Integration with business applications such as

SAP; Cognos

• Print specialists including AFP and InfoPrint

• Upgrades

• Telephone support

• Education

• Mentoring

• Strategic planning and use case definitions

• Assistance with IBM licensing and renewals


CMOD Education: Latest & Greatest Materials

Instructor-Led Online Classroom

• Class schedule

• November 10, 2014

• December 15, 2014

• February 9, 2015

• March 9, 2015

• Enroll via www.enchoice.com/Services/IBMCMOD/Training

• 5 day class and lab focused on CMOD MP

Self Paced Online Class

• Enrollment opens in October: watch for news

• Online class and lab materials focused on CMOD MP

Onsite – tailored or custom classes


http://www.enchoice.com/Services/IBMCMOD/Training

Sample enChoice CMOD Customers


CMOD Updates

Who are Today’s CMOD Customers?… You Are!!

• Do you have a Verizon, Sprint or AT&T cell phone account?

• Or perhaps you have an account at TCF, Capital One, Citibank, Chase,

People’s United Bank, US Bank, or Bank of America?

• Maybe you trade with Schwab, eTrade, UBS, Ameritrade or Morgan

Stanley Smith Barney?

If you do, you’ve used CMOD and didn’t even know it!


UPS TV Commercial about going (green) paperless

UPS has CMOD customer for approx. 10 years

Going Green


• OnDemand is the clear Enterprise Report Management Leader

• Proven technology that works on a wide variety of platforms

• Flexible installation options

• Large customer base; large skill base

• Meets today’s and tomorrow’s report management needs

Content Manager OnDemand – A Bit of History

Created initially as a services offering at the request of our AFP Print

customers in the early 1990s, “OnDemand” has grown to be an

integral part of IBM’s ECM and Discovery portfolio.

Archiving, Web Delivery, Distribution, Reprint, and Much More


Today Customers DemandMore Information, More Often…

• Access transactional content 24x7

• Single view of my data into your enterprise

• View me as one customer

• Can I see that on my phone, tablet and laptop please?

• Protect my data… or else!

• And save the planet…


Content Manager OnDemand A Legacy of Big Data

Retrieval is instant

• Get the most out ofdisk devices

• Petabytes of data under management

• No penalty during access

Optimize hardware and manage IT costs

Customers expect immediate access – and get it

• 10 million retrievals/day• Peak 47.2 million/day• Multiplatforms, System z,

System I• FileNet System Monitor• Content Navigator

• 30.21 petabytes in a single repository

• Scales from department to enterprise deployments

Start small and grow your application

Compression Performance Scalability

546Creates cost savings of 50%

30:1Check images per second

177Billion documents storedArchitecture is unique in the industry


The Difference in Repositories

There is a reason that Report Management Repositories are different

than Content Management Repositories

• Report Management• Optimized for large “loads” of many, many individual documents

• Static in nature; read-only (e.g. computer reports)

• Content Management• Optimized for many files of varying size, format and complexity

• Interactive in nature; BPM, read/write (e.g. office documents)

Forcing content from one repository into the other compromises the special

features, scalability and performance of the optimized repository


Content Manager OnDemand Improve Customer Communications, Reduce Costs, Gain New Client Insights

How can I store customer communications more effectively?

Enable High Volume Archive and Retrieval of Static Content

•Provide online access to statements

•Allow historical retrieval of invoices

•Access check images

•Provide confirms electronically

How can I reduce costs associated with document delivery?

Implement eStatement Presentment and Retrieval

•Enable direct access to customer bills and statements

•Facilitate enhanced communication for call centers by providing same content

•Eliminate costs associated with print and mail

•Eliminate environmental impact of paper delivery

How can I gain insight into trends trapped in my existing information?

Mine data stored in the repository through eReport Management

•Enable back office research on reports

•Mine information from statements and reports

•Gain new customer insights using existing data


CMOD Customer Use Cases

Benefits

• 25 percent productivity gain - savings of

more than $3 million per year

• Doubled the number of tickets processed

from 450 to 650

• Reduced seasonal staffing costs by 50 percent

• Reduced tax processing costs by 50 percent

• Reduced call-backs from 25 percent to less

than 2 percent per month

• Online access to Social Security statements

Government


https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=NHxbmM62UyHzcM&tbnid=9gcTHuJLRN1CjM:&ved=0CAcQjRw&url=https://www.asme.org/about-asme/get-involved/advocacy-government-relations&ei=0ZQpVJvaC9G1sQTiz4K4DA&bvm=bv.76247554,d.aWw&psig=AFQjCNHVpldcF-X_vWf-hfa3ntn5SxMnyw&ust=1412097519711652

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=NHxbmM62UyHzcM&tbnid=9gcTHuJLRN1CjM:&ved=0CAcQjRw&url=https://www.asme.org/about-asme/get-involved/advocacy-government-relations&ei=0ZQpVJvaC9G1sQTiz4K4DA&bvm=bv.76247554,d.aWw&psig=AFQjCNHVpldcF-X_vWf-hfa3ntn5SxMnyw&ust=1412097519711652

Banking/Financial : People’s United Bank

Business Challenges

• Lack of streamlined report/document distribution

• Inability to automatically group and distribute reports

• Inability to turn volumes of report-oriented data into

electronic records for easy distribution and management.

• Inability to retrieve data stored in its native format

and convert it dynamically

Benefits

• Streamlined distribution of reports and documents

• Users can generate a document list and then choose reports to view,

annotate, print, email or fax

• Ability to automatically group reports and portions of related

documents to distribute as needed, providing users direct

access to the information they require without forcing them

to retrieve the entire report file

• Text-search capability enables users to search for specific

text embedded in different document formats stored in

CMOD

• Ability to retrieve data stored in its native format and convert

it dynamically into electronic content formats

"enChoice has been a partner for

People's United Bank for quite some

time. The services we utilize range from

system design, implementation, product

training and hands on support for projects

and system upgrades. I would

recommend their organization if you are

looking for quality IBM CMOD expertise

and support."

Jeff Devine, Sr. Systems Engineer at

Peoples United Bank


Utilities: Arizona Public Service

Business Challenges

• Needed ability to provide top-notch customer service to over 800,000 customers

• Service representatives were unable to view billing information in the same way as

customers, resulting in poor customer satisfaction and frustration on the part of both

the CSR and the customer

• Needed to archive all invoices for seven years

Benefits

• Improved customer service

• Billing info available to service reps in 20 seconds vs. 2 days

• Anticipated saving of $400,000 per year when electronic billing is deployed

• Improve cash flow (quicker bill payment)


http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=W0pCbI2DmqsPDM&tbnid=zxm2WYLY0TYrrM:&ved=0CAcQjRw&url=http://marketforce.eu.com/events/utilities-energy/the-future-of-utilities&ei=OpUpVMyuIPaIsQTkjYBA&bvm=bv.76247554,d.aWw&psig=AFQjCNEodLy4uYWAvy_Ami455SIJigXa7w&ust=1412097699962474

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=W0pCbI2DmqsPDM&tbnid=zxm2WYLY0TYrrM:&ved=0CAcQjRw&url=http://marketforce.eu.com/events/utilities-energy/the-future-of-utilities&ei=OpUpVMyuIPaIsQTkjYBA&bvm=bv.76247554,d.aWw&psig=AFQjCNEodLy4uYWAvy_Ami455SIJigXa7w&ust=1412097699962474

Extending Solution for Bill Presentment

Business Challenges

• Customer wanted to extend electronic bill presentment and payment (eBPP) services to its

small business customers via the Web to improve customer service, simplify statement

review and lower operating costs.

Benefits

• Simplifies the customer billing process, reduces billing claims and increases

customer satisfaction

• Reduces printing costs for printed customer bills, potentially saving the customer approx.

$200 million annually

• Gained $750,000 in promise-to-pay revenue during six months of operation


Geoff Wilde

ODUG Board President

CMOD Users Group

ODUG- OnDemand User Group

• Started in 1996, with 12 customers in

Chicago, hosted in January by Sears

Payment Solutions

• Annual event used to be held at a user

location, not part of the IBM conferences

• Today, we are part of the IBM global

education event, with the annual meeting

at the end of the conference week

• Attendance has fluctuated from 12 to 75

people in attendance over the years


ODUG Mission and Web Site

• Located at http://odusergroup.org

• Purpose• The primary objective of the ODUG is to create an environment and network

encouraging the exchange and development of information regarding Content

Manager OnDemand and its associated products including communication of

product needs with IBM and other vendors. IBM and outside vendor participation

would be limited to those specifically invited by the ODUG.

• Membership• Membership is open to all currently licensed Content Manager OnDemand

customers who have an interest in exploring and exchanging new information

and ideas associated with OnDemand. Members will consist of organizations

willing to share and exchange information. Customers will not be asked to

exchange any information that their company regards as proprietary or

confidential. There are no dues required for membership.


http://odusergroup.org/

ODUG 2014 Event

• Thursday, October 30, 2014

• Mandalay Bay Convention Center

• Scheduled presentations

• Product Update

• Client requests for enhancement

discussion

• Accessibility (508/WCAG compliance)

• Lifecycle governance

• Content Navigator update


For More Information

• Visit us at www.enchoice.com

• Email us at [email protected]

@enChoice enChoiceinc enChoice-inc

Follow Us: