Content/Document Management White Papers
Content/Document Management white papers and technology resources for implementing and optimizing Content/Document Management strategy, solutions, Content/Document Management products, and more.
Many organizations have limited insight into big data. These limitations have significant opportunity costs and can have a negative effect on identifying and understanding customer demand patterns and related supply constraints. This paper goes beyond basic demand-sensing and demand-shaping concepts and explains how the use of advanced analytical techniques (such as high-performance analytics) and big data can enhance supply chain networks through rigorous demand and supply management.
Intelligent Imaging for Improved Banking Performance and Profitability
In response to the twenty-first century demands for real time service and performance, most financial institutions are investing heavily to upgrade their Web and mobile infrastructures. As a result, they have discovered a new value for a proven technology that they already use: Document Imaging. Indeed, a new generation of "Intelligent Imaging" solutions has emerged that is helping banks remove the burden of paper in legacy processes, like loan origination and new account openings, while extending the power of document and data capture to achieve new levels of case management and business intelligence.
The Total Economic Impact Of IBM Datacap Taskmaster
In today's economic climate, organizations are constantly looking for opportunities to increase efficiency and reduce costs. Organizations see the elimination of paper as an area that can yield an immediate return on investment (ROI). Heavily paper-based business processes provide some of the best opportunities for cost reduction and efficiency increases. Information capture can play an integral part in the optimization of business processes, as it speeds the conversion of unstructured information - whether that information is found on paper, in email and fax communications, and in PDF and XML files feeding operational systems. Information capture automatically groups and extracts business-critical information from incoming transactional documents and improves the integration with back-end systems and business processes. Information capture will reduce the amount of paper an organization will handle in the course a normal business day.
In April 2012, IBM commissioned Forrester Consulting to examine the total economic impact (TEI) and potential ROI that enterprises might realize by deploying IBM's Datacap Taskmaster Capture solution. Datacap is a full-featured capture platform that enables an organization to build and implement solutions for automating the digitization of paper documents. Datacap provides technologies for automated document identification, extraction of data by OCR, ICR, OMR and barcodes, automated data validation, an ergonomic GUI for editing and keying from images, and delivery of images and data in a variety of formats to enterprise content management (ECM), enterprise resource planning (ERP), and databases. For a more detailed overview of the Datacap solution, please refer to page 17. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Datacap on their organizations.
Winning the Paper Wars - capture the content and mobilize the process troops
The paybacks from paper-free processes can be dramatic: much improved response times and greater productivity of back-office staff. Extending capture to mobile devices provides even closer coupling to back-office workflows. Yet the progress being made towards paper-free processes is very slow. In this report, AIIM looks at the reasons for this poor progress, measure the adoption of digital mailrooms, chart the progress of mobile capture, and show which paper-free processes are the most effective. It helps you build a business case for the battle against paper, and make recommendations on how to move the business forward on all fronts.
The Rising Financial Impact of Customer Service
The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing business have long understood the financial ramifications of a satisfied and engaged customer and continue to act on developing a profitable model to engage, interact, and win with their key customers. This document will highlight the financial link between better customer service and increased company profitability. It will also highlight several best practices that help organizations convert their service businesses from a cost center into a profit center.
Five Tips for Improving Customer Experience - Starting with the Support Desk
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.
Measuring Customer Satisfaction with Support Services
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers' satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
Service and Support as a Strategic Imperative
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they're using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.
How to Select the Right Remote Support Tool: A Practical Guide for the Support Desk Owner
This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.
IDC Brief: Cloud Computing in the Midmarket: Assessing the options
Read this analyst brief from IDC to learn about public, private and hybrid cloud models and how your organization can take advantage of them. The paper also looks at how you can integrate cloud solutions into existing IT and offers some principles for measuring the success of your cloud solutions.
The Forrester Wave™: Cloud Strategies of Online Collaboration Software Vendors
The changing dynamics of business -- the consumerization of IT, the rise of enterprise content and collaboration (ECC) services, and increased scrutiny on the safety and security of critical enterprise data -- are driving CIOs and IT departments to re-evaluate their approach to selecting and deploying platforms in the enterprise. This Forrester Wave evaluates eight enterprise collaboration services providers (including Box, IBM, Microsoft and salesforce.com) and reviews key success factors: enterprise readiness, security, integration, and commitment to the cloud. The report also provides insights into how business technology leaders are shifting their approach to SaaS solutions and the cloud.