What is content chaos? How can you outthink it?

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2 What is content chaos? How can you outthink it? Consider the volume of business content that your organization generates or receives every day: applications, forms, reports, office documents, audio, video, and even social media about your company. If it is poorly managed, not digitized, or disconnected from critical business processes, it creates chaos. This chaos impacts your ability to deliver exceptional customer service; it slows down important processes, increases security risk, and negatively impacts revenue. Conversely, controlling content chaos can significantly improve your analytics strategy by gaining insight and business value from dark or unstructured data sources. In this ebook, learn how cognitive and cloud-based Enterprise Content Management, or ECM, can help you protect your content while gaining a competitive advantage from it as you grow. Click on your industry tab above to reflect on the important challenges you face and learn how IBM solutions can help you outpace those obstacles. Explore the success realized by others in your industry who have adopted IBM ECM solutions and see how you, too, can outthink content chaos! 1

3 1 Banking Invest in Your Content The demand for anytime, anywhere access to services across all devices is revolutionizing not only how banks interact with their customers but also how they manage their business content. Today s banking customers want real-time access to their accounts from any device, and they want their bank to create personalized products and services. With IBM ECM solutions, you can capture outbound statements sent to your customers every month, offering real-time response and personalized self-service. The IBM and Box strategic partnership enables you to securely collaborate and share content files in the cloud with stakeholders both inside and outside of your organization. This helps speed up critical banking processes and offers workflow and content governance capabilities to power a competitive advantage for your bank. The digital bank faces more internal and external threats to security than ever before, and you risk paying a high price in reputation, lost revenue, and customer confidence for each security failure. IBM solutions provide capabilities to mine customer statements in order to meet credit card issuers regulatory compliance requirements and investigate and respond to threats even predict and prevent fraud. Union Bank automated their workflow to save $500K annually 2 >

4 Banking Find a way to pull together disparate structured and unstructured data from multiple sources for a complete view of each customer Eliminate the content chaos of too many systems and processes slowing down the bank s ability to be responsive Watch how IBM ECM solutions accelerated an ROI for Union Bank Learn more about how Union Bank accelerated an ROI Watch how to streamline the loan application process See how IBM ECM can be used to open new accounts Watch how Box benefits financial services Implement IBM Case Manager, IBM Datacap, and IBM FileNet Content Manager to create an easy-to-use, 360-degree information profile on each bank customer for customer service employees Streamline internal information, highlighting cross-sell and up-sell opportunities Automate document processing, launching thousands of business processes every week Reduced customer onboarding, including address changes and other common processes, from days to minutes Increased visibility across all data and content helped Union Bank become both more customer-centric and more agile Saved Union Bank $500K annually through automated workflows 3

5 Government 1 Amend Your Content As the world becomes more socially and economically interdependent, changes in technology dramatically impact government more than any other industry. Citizens expect their government to deliver value through secure online services. With IBM, you can better align people, policy, and process to optimize getting the right service to the person who needs it automatically. Using IBM Datacap, you can process citizen documents, classify and extract information, and make that information available more quickly and accurately. Citizens demand transparency in government processes and programs. At the same time, a high level of integrity and security is required for public servants and for programs housing personal data. IBM Case Manager allows you to predict program abuse, manage waste, and maintain security and compliance. The complexities of policy and process face all levels of modern government. Stay ahead of these challenges and eliminate content chaos with smarter decisions and improved information management for even the most time-sensitive agencies. For example, evidence from multiple sources and formats can be linked during an investigation to quickly solve crimes using IBM Case Manager. The Box solution helps government-to-citizen agencies deliver essential services in a safe, secure space, while government-to-industry agencies can collaborate securely with service providers and vendors. Streamline productivity by reducing printing and delivery costs with easily accessible digital files. The State of Hawaii improved its timeline for benefits issuance by 31% 4 >

6 Government 2 The State of Hawaii Improves Efficiency Use of paper files, requiring physical space and costly shipping, caused a backlog of thousands of applications for government-assistance programs Resolution of cases within the 30-day federally mandated threshold at only 66% Watch how governments can provide better services with IBM ECM solutions Learn how the State of Hawaii delivered vital benefits to citizens Discover Advanced Case Manager for government Discover tools for law enforcement programs Implement IBM solutions including IBM Datacap, IBM Case Manager, and IBM FileNet Content Manager to compile applicants documents into one secure electronic file Enable employees and applicants to quickly identify missing required documentation Improved compliance to 97% of cases within 30-day compliance threshold Eliminated the need to hire more workforce Increased access to necessary applicant information to ensure case workers provide crucial benefits in a timely manner Reduced waiting time for applicants and improved timeline for benefits issuance by 31% Learn how advanced document capture can improve social services 5

7 Insurance Recover Your Content Today s policyholders want instant access to diverse insurance services. To compete effectively, insurers must optimize the customer experience to attract and retain valuable policyholders. 1 Policyholders expect built-in levels of customization and a personalized experience. IBM advanced analytics and ECM solutions, including inbound and outbound capture, help you create a 360-degree view of clients and offer diverse yet personalized services. Processing insurance is a paper-heavy system. Requests span multiple processes, people, and departments. With IBM Datacap and Content Manager on Demand, you can automate the inbound and outbound content-capture process reducing costly and error-prone manual work thus enabling a faster response to clients. IBM Case Manager streamlines your workflow and integrates with Box s content collaboration platform to ensure the right people have the right content at the right time, both inside and outside your organization. Claims processing information crosses so many departments, it s hard to detect vulnerability to fraudulent claims. IBM Case Manager helps you track, manage, and validate claims to make sure customers receive their benefits in a timely manner. IBM and Box can also help you speed investigations and reduce fraud leakage before payout. Using Box, outside field investigators can instantly upload photos and securely share real-time evidence with claims officers to flag fradulent activity. TIAA reduced account opening from 3 hours to 3 minutes 6 >

8 Insurance 2 TIAA Finds New Sources of Revenue Organize collaboration within and between departments for a diverse array of products amidst a complex and disjointed process Optimize internal efficiency to ensure members receive the best service for their money Watch how IBM ECM solutions can transform the insurance industry Learn how collaboration transformed TIAA Watch how IBM Case Manager and IBM Datacap accelerate the claims process See how to use ECM for new policy requests Access consolidated information by teams in different departments using IBM Case Manager and see a 360-degree view of a client Track a case from start to finish to identify opportunities for cross-selling and up-selling Automate internal processes to reduce errors and streamline previously manual tasks Improved turnaround times allow members to receive critical benefits more quickly Reduced account opening from three hours to three minutes Lowered customer complaints significantly Watch how Case Manager improves claims adjustment 7

9 Revitalize Your Content Healthcare Today s healthcare organizations have a real opportunity to make their content smarter. From electronic health records and rapidly changing medical advances to complying with government regulations, IBM ECM solutions can help you connect caregivers and stakeholders across your organization to better collaborate, share research, ensure compliance, and improve patient care delivery. 1 Patients want swift and secure web-based communication with healthcare providers. IBM case and capture solutions help providers engage patients, streamline processing, and ensure compliant handling of sensitive information. This increases patient participation while connecting disparate systems and platforms across the continuum of care. The Box solution helps coordinate care between teams by enabling document sharing inside your facility and with outside partners, like research associates and payors. The Box DICOM Viewer allows you to store, view, and share any DICOM file and offers diagnostic-quality viewing on a web browser or mobile device. Balancing costs and regulatory requirements while providing transparency is no easy task. IBM can help you reduce costs and improve efficiency while helping you comply with regulatory requirements. IBM solutions can also help increase healthcare accessibility, reducing access disparity and promoting patients self-advocacy. Molina Healthcare accelerated chart data retrieval time by 50% 8 >

10 Healthcare 2 Molina Healthcare Improves Company Rating Gather medical records efficiently for HEDIS-rate calculations during yearly audit from Centers for Medicaid and Medicare Service (CMMS) Provide necessary information to avoid yearly costs of nearly $20 million Watch how IBM ECM solutions helped Molina Healthcare accelerate their service Use IBM ECM and business analytics solutions to ensure centralized, accessible medical records Access records quickly and transparently with IBM Case Manager Learn how Molina created faster access to medical records Watch how ECM can manage a new coverage request See how ECM can prevent and investigate fraud Accelerated chart data retrieval time by 50% Improved accuracy and reduced errors by 25% with new streamlined system Tracked internal performance measures, improving productivity by highlighting weak steps in workflow Saved time and money in complying with audit regulations in as little as eight minutes Watch how Box benefits healthcare Learn how IBM ECM benefits cancer research and treatment 9

11 Telco 1 Connect to Your Content Like other industries, many telecommunications companies are looking for ways to improve customer communications management and eliminate costly channels such as mailing print-based statements. IBM ECM solutions provide the tools to enhance customer service, reduce expenses, and analyze and repurpose content for better customer engagement and a competitive advantage. When customers have a question or concern, they don t want to wait on hold while agents find an answer. With IBM ECM solutions, you can repurpose and redistribute previously paper-bound content online to respond quicker, improve customer service, and automate workflows. Most telecommunications customers prefer easy-to-access self-service options for presenting electronic statements, downloading forms, and finding answers to common questions. Is your website a resource for self-service, or a barrier to an exceptional customer experience? With IBM ECM solutions, you can mine transaction histories to detect anomalies, unlock information to be filtered and aggregated with other content, and leverage existing customer data to personalize customers experiences, promoting engagement and loyalty. Data extraction that would have taken 20 staff 2.5 years to complete instead took Turkcell 6 months 10 >

12 Telco 2 Turkcell Transforms in the Face of New Regulations Verify customer consent status quickly to ensure customer satisfaction and comply with new government regulations Transform largely paper-based customer documentation into a digital database Permit authorized users to search for relevant customer information Watch how IBM ECM solutions transformed Turkcell Learn more about how Turkcell transformed their company Watch how IBM ECM can improve account management Learn more about ECM and customer service Digitize and sort information for easy reference using IBM Datacap and IBM FileNet solutions Upload 150,000 documents every day for 13 months, meeting the new regulations deadline Analyzed weaknesses for future business strategy and improved customer service Gained ability to process and analyze millions of documents, saving years of manual work, hundreds of hours of labor, and massive costs Extracted data in six months that would have taken 20 staff members two and a half years to complete 11

13 Energy & Utilities Power Your Content Establishing yourself as a leader in an evolving industry of emerging technology requires disruptively innovating business processes, unlocking insights from multiple data sources, and engaging with customers as individuals. IBM ECM solutions put your data and content to work to help you identify potential improvements in field workforce productivity, safety and regulations, and plant maintenance costs. 1 IBM solutions help you fuel the innovation of your internal operations, engaging the right people with the right content to improve field workforce productivity, vendor management, and safety. Extend content in legacy systems via Box s cloud-based platform to mobile devices and external team members in the field, and use advanced workflows to assign tasks, search, and securely share files. Teams can collaborate from any device, anywhere from an oil rig, airplane, or office. You can also prequalify vendors, review solicitations, and negotiate contracts with the ability to auto-expire content access when contracts or projects conclude. The logistics of providing utilities to customers requires an intelligent tracking system to ensure up-to-date information so you can quickly identify the challenge and assign the right team to the right task, whether that s responding to an outage or updating infrastructures. Improve the service you provide to customers with IBM ECM solutions, making content available through IBM FileNet shared content foundation. Consolidated Edison reduced costs by millions of dollars 12 >

14 Energy & Utilities 2 Consolidated Edison Keeps the Lights on for Customers and Shareholders Watch how IBM ECM solutions helped ConEd reduce their costs by millions of dollars Watch how IBM ECM transformed Energy & Utilities and other industries Learn how IBM ECM solutions power Energy & Utilities Watch how you can empower your content Provide safe, reliable power to 3.2 million electric customers,1 million gas customers, and 400,000 steam customers Ensure value for shareholders while hampered by aging infrastructure and manual information processes Use IBM FileNet to work in real-time, passing information on to workers Transform cost- and labor-intensive manual processes into an optimized digital workflow to manage workforce and obtain permits Reduced costs by millions of dollars Improved end-user response times and services Recorded customer history for greater litigation protection and a more personalized customer response 13

15 Outthink Content Chaos IBM can help you access, analyze, and act on business content with proven industryfocused content management solutions. To learn more, visit the IBM ECM website. Smarter content for customer-centricity and productivity is just a click away. Take these next steps today: 1. Start collaborating on your content in the cloud. Sign up for the free Box trial from IBM. 2. Meet your industry s specific requirements. Contact an IBM sales representative. 3. Check out additional use cases and customer success stories. Visit the IBM ECM YouTube channel. IMM14194-USEN-00