CEO WP Series Success Stories

EIM Customer Success StoriesTurning Information into Innovation

O C T O B E R 2 0 1 3

MARK BARRENECHEAOpenText President and CEO

O P E N T E X T C E O W H I T E P A P E R S E R I E S

ContentsIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Maximizing the Value of Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Governing the Power of Information with ECM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Energen – Achieving compliance and efficiency gains . . . . . . . . . . . . . . . . . . . . . . . . .5

Hong Kong Polytechnic University – Creating competitive advantage . . . . . . . . . . . . .6

Accelerating the Power of Information with BPM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Nationwide – Capturing market share with process improvements . . . . . . . . . . . . . . .7

AIA Australia Ltd – Gaining a holistic view of the customer . . . . . . . . . . . . . . . . . . . . .8

Experiencing the Power of Information with CEM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Hyatt – Reinforcing a global brand of excellence . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

City of Edmonton – Creating compelling constituent experiences . . . . . . . . . . . . . . .10

Extending the Power of Information with Information Exchange . . . . . . . . . . . . . . . . . . . . 11

Mumbai International Airport Limited – Saving time and money . . . . . . . . . . . . . . . . 11

Penn State University – Raising the bar for research . . . . . . . . . . . . . . . . . . . . . . . . . 12

Discovering the Power of Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

The Globe and Mail – Enabling content discovery to increase revenue . . . . . . . . . . . 14

Marathon Oil – Protecting and preserving content as an asset . . . . . . . . . . . . . . . . . 15

Mobile Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

EMP – Improving physician productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

DDR – Enhancing real-time sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Cloud Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

The Institute of Public Administration of Canada (IPAC) – Promoting cloud-based open government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Mizuno – Strengthening their retail supply chain with cloud technology . . . . . . . . . .19

The Social Enterprise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

G-20 Summit – Enhancing global communications and policy development . . . . . . .20

Barrick Gold – Centralizing knowledge as an asset . . . . . . . . . . . . . . . . . . . . . . . . . .21

Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

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E N T E R P R I S E I N F O R M A T I O N M A N A G E M E N T 4

EIM Customer Success Stories

Maximizing the Value of InformationEvery Enterprise is an Information Enterprise because every enterprise operates according to its data . Whether its business is to sell insurance or sell hotel rooms, to build airplanes or manage airports, to deliver citizen-based services or empower physicians to do their jobs – every transaction, project, marketing campaign, purchase, sale, or conversation is based on information .

Most information enterprises keep their information in repositories that are vast . These repositories house information of significant volume and velocity that is compounding on a daily basis . Information and data, and often the processes that underpin them, are fragmented . Information flows across the enterprise are interrupted and disconnected, their paths aren’t clear, vulnerabilities lay hidden, and opportunities can be lost . Many organizations do not have a consolidated view into their enterprise information . They are unable to perceive their information enterprise as a whole and understand its strategic significance .

As the set of technologies and practices that maximize the value of information while minimizing its risks, EIM provides control for the information enterprise, creating the opportunity for unlimited growth and responsiveness . It builds information confidence through security, insight, governance, and agile processes from a set of comprehensive capabilities that lay clear the path to innovation and growth . As a suite, EIM assembles information flows and expands them beyond single tasks to help drive value as information moves through the enterprise . At every touch or click or process, opportunities for efficiency and innovation are created .

EIM turns information into innovation . It helps to build an information enterprise that is responsive – one that understands a complex environment made up of its business, markets, customers, challenges, and opportunities . One that can respond accordingly with agility to business needs .

This paper paints a portrait of the information enterprise through a collection of stories about organizations who have embraced EIM to address the challenges of their information and capitalize on its potential . All of the organizations described are learning to optimize their information flows to find new markets, increase revenue, reduce costs, and drive innovation . Each story illustrates the transformative power of EIM .

As the organizations in this paper have discovered, a significant set of capabilities is required to exploit information for business value and competitive advantage . EIM encompasses the full range of technologies, best practices, and solutions that deliver on the promise of orchestrating information flows across the enterprise to convert challenges into opportunities . These include: Enterprise Content Management (ECM), Business Process Management (BPM), Customer Experience Management (CEM), Information Exchange (IX), and Discovery . As we have explored in previous papers, each builds upon the other to empower the information enterprise through the ability to act on, augment, and leverage information, regardless of what system it resides in .

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Governing the Power of Information with ECMToday, organizations are struggling with overwhelming amounts of information across business systems from sources both inside and outside the enterprise . Current estimates put the amount of unstructured data in an organization that is unmanaged at 90 percent . As the governance facet of EIM, Enterprise Content Management (ECM) delivers a breadth of offerings designed to manage this explosive growth of information and minimize the costs and risks associated with unmanaged content .

As enterprise information grows, the need have an effective ECM strategy in place becomes more critical . Access to increasing amounts of information requires a comprehensive ECM solution that can address demands for backups and auditing, tighter security, compliance, data classification (metadata), protection from threats of litigation, effective risk mitigation, and discovery technologies .

The following stories about Energen and Hong Kong Polytechnic University demonstrate how ECM brings content to the fingertips of people, integrates critical content with business processes, and promotes compliance with internal policies and external regulations . ECM delivers a seamless experience across multiple environments to manage content and unlock the potential of information in both organizations . The results are significant and tangible: decreased risk and cost, and increased revenue, business continuity and business transformation .

EnergenAchieving compliance and efficiency gains In the natural gas business, records have a long life . Government regulations require that service lines be tracked for the life of the corporation . Many other aspects of energy production are also highly regulated . Energen was looking for an ECM solution that would help them comply with regulations and automate their procure-to-pay process to improve competitiveness and overall profitability .

Energen needed to decrease the amount of time spent searching and re-filing documents . Specifically, the company wanted to improve invoice tracking, streamline the approval process, reduce the length of time spent responding to vendor inquiries, and ensure a more efficient internal control system .

Its ECM solution offers integration, extensibility and interoperability . Touching all depart-ments at the organization, 400 users move seamlessly between Microsoft® Outlook® and SAP, fully integrated into their ECM system . By controlling the information flow – and making the process more transparent – Energen is now able to process key business documents much more quickly and efficiently . The integrated solution provides a much higher level of internal control to the entire procure-to-pay process, helping Energen comply with the Sarbanes-Oxley Act .

The benefits from the system are significant and quantifiable: An improvement in ratio of purchase orders to non-purchase orders from 65:35 to 85:15, an increase in early payment discounts, a decrease in late-payment penalties, reduced time spent on vendor calls, and a minimum of 85 percent success for vendor compliance of invoice requirements .

“The most significant business benefits resulting from the implementation of OpenText ECM Suite for SAP Solutions are the speed at which an invoice is approved (minutes vs. days) and the improved ability to view documents and track invoices in the approval process. We can now also easily summarize our un-posted liabilities. These benefits were anticipated and achieved.”

Brunson White, CIO, Energen

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Hong Kong Polytechnic UniversityCreating competitive advantageHong Kong Polytechnic University (PolyU) is the largest government-funded tertiary institution in Hong Kong with more than 30,000 students, and nearly 3,500 teaching and non-teaching staff . It offers over 230 programs on campus .

The growing student population, number of employees, and courses offered had increased at PolyU over the years and led to a huge growth in data generated . To better manage and leverage this information, individual units had implemented independent and isolated solutions . These disparate document management systems were becoming harder to manage .

Realizing that the ability to manage, control, and secure information is critical to their success, Hong Kong Polytechnic has implemented ECM . The seamless integration of content with collaboration tools and social media platforms will give the University better control over its content, ensure greater data integrity, and address its growing data needs .

Effectively managing information throughout its entire lifecycle creates business value and competitive advantage . From information capture, to classification, management, storage, distribution, archiving, and disposition, ECM manages the flow of information across the university . Fast and seamless access from multiple environments web, desktop, mobile, within business processes and applications improves user productivity and organizational efficiency .

“Innovation is important to our University, and we aim to deliver state-of-the-art technology to support our teaching and administrative staff, and enhance our students’ learning experience. The solutions we are implementing will enable us to better manage and control the access of our documents, while enabling knowledge and information sharing across the University.”

Gerrit W Bahlman, Director of Information Technology at PolyU

FIGURE 1:

Hong Kong PolyU—Creating Competitive Advantage