Capture Evolves From the Mailroom to Enhance Customer Experience

Jim Hayes

Principal Product Marketing- Capture Responsible for capture related marketing and asset creation within EMCs Enterprise Content Management Division (ECD)

It’s summer, but I’m thinking about the holidays later this year. When they roll around, I can’t wait to watch Elf. You remember the scene when Buddy the Elf (Will Ferrell) was sent to the mailroom to work so he would stay out of trouble? It was a dark, dusty place filled with miscreants. As uninspiring as it is,  the mailroom has been a vital component inmailroom running any paper-intensive business. In fact, the mailroom is often compared to an assembly line that digitizes paper and automates manual processes. That’s where digital capture technologies originated, and they are still primarily used there today. High-volume mailroom processing has been around for 20-25 years — like grandpa’s old truck. It gets the job done, and we’ve become extremely competent and efficient at it. But it’s time to showcase innovation and bring capture into the forefront by powering knowledge workers and capture-enabling customer-facing applications.

Craig Le Clair from Forrester discusses these trends in our recent analyst chat.

The first step out of the mailroom for capture is clearly remote capture and mobile-enabled apps. These technologies allow your business to speed up turnaround times for customer-facing processes for a faster response and greater volume of documents processed. Say you’re an insurance company who has a branch office in Topeka. An agent working in that office can go to the scene of a car accident, take a picture of the damage to the insured’s car, and use capture to send the photo and any related paperwork to headquarters for real-time processing.  Or, you can integrate this (more…)

The Innovation Bonanza – Can You Harness It?

Suren Naidoo

Presales Director of Worldwide Functional Programs. Follow @Suren_Naidoo

Everywhere I turn, I see innovations that are proving out how different our future will be – especially in the financial services sector. All I can think about is how my customers can take advantage of these unprecedented changes.

Several trends are behind the FinTech innovation bonanza. It’s important to first baseline on these new realities, some of which affect multiple industries.fintech-blog-1

Then, let’s look at what you can do to harness these innovations for your business gain.

Three New Realities

  1. The way people interact with lenders or investors is already vastly changed from prior generations. No single communication channel is enough – texting, in-app email and bot conversations are the new normal.
  1. Customer commitment levels are lower. Personal relationships have given way to convenience and instant gratification needs, creating less opportunity to secure banking loyalty. Feeding into this is a bustling marketplace of apps and vendors distracting your customers, luring them with time-bound deals or newly priced packages.
  1. The nature of software has changed and can better deliver on customer needs. Offshore development teams are not always necessary for financial firms, now that off-the-shelf single-function apps, APIs, and connectors are readily available. Software delivered as a service is expected and commonplace, as mint.com and others have proven.

What remains consistent, however, is the value and potential of enterprise content.

We have all seen the stories describing information as the new gold or oil. In fact, starting with a focus on your crown jewels the first step in harnessing innovation for (more…)

Cloud Flexibility Gives Customers The Experience They Want

Frank Lynn

Leads Customer Success and Solutions marketing for EMC’s Enterprise Content Division

Latest posts by Frank Lynn (see all)

In today’s consumer market, great companies with high brand equity have one thing in common: they’re using digital innovation to continuously improve upon their already tremendous customer experience.

For example, Costco is known for its generous return policy – now it’s been digitalized so that you can still get a refund if you don’t have a receipt. Starbucks lets you order and pay for your beverage with an app so you don’t have to wait in a long line. And Disneyland has an app so that you can see Yoga[1]wait times in real time and better plan your day at the park.

Enterprise Content Management software is a means to an end. Customers are trying to accomplish something and they’re looking for ways to do it cheaper and easier. Cloud-based solutions enable customers to do both. And they’re ideal for customers with growing or fluctuating bandwidth needs because they’re easy to scale up or scale down when needed.

But a public cloud for everything approach doesn’t always provide a great customer experience. Changing enterprise business processes to align with inflexible SaaS solutions is time consuming, expensive and frustrating. Having a flexible solution that can be configured to align with existing business processes reduces total cost of ownership and makes for a better user experience. In fact, according to Gartner¹, “The increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios.”

The increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios.
– Gartner

EMC provides public, private and hybrid cloud models of our Documentum as a Service or DaaS software – and you can mix, match and integrate them. Our Life Sciences customers are working on life-changing innovations to cure disease and help people live longer, better lives. Most prefer to protect their Research & Development content in a private cloud, while creating a public cloud clinical trial data repository that enables easier collaboration. And they don’t want unnecessary patches or upgrades forced upon them smack in the middle of a big clinical trial or new (more…)

The Opportunity Ahead

Rohit Ghai

President of the Enterprise Content Division at Dell EMC. Follow @rohit_ghai

Today, we are excited to share that we have reached a definitive agreement with OpenText, a global leader in Enterprise Information Management, to combine the Dell EMC Enterprise Content Division (ECD) portfolio (including the Documentum, InfoArchive and LEAP families of products) with OpenText’s existing portfolio of products. The transaction is expected to close in 90 to 120 days. You can read about the terms of the agreement, in the press release.

In determining the best long-term future for ECD, we wanted to create a business with a leading position in Enterprise Information Management, so we looked for a partner that shares our vision for the transformation to digital business, our passion for the role of information in the digital world, and the breadth of capabilities to help our customers realize that vision. We also looked for a partner that shares our commitment to deliver a world-class total customer experience. And, we sought a partner that valued the industry knowledge, innovative mindset and unique skillsets of our team. I am very pleased to say that we found all of that in OpenText, an industry leader with 9,200 professionals worldwide.

opentext, opportunityToday’s announcement, therefore, presents a compelling opportunity for ECD’s loyal customers and partners, as well as our talented people. Our complementary strengths will produce a leader in both ECM and EIM: an organization with the financial strength, talent base, and global go-to-market scale to serve a marquee customer base.

As we work toward the close of the transaction, I assure you that we will continue to provide the world-class care our customers have come to expect. To underscore our joint commitment, OpenText and Dell EMC have also announced their intent to enter into a strategic commercial partnership to expand customer offerings and better serve customer needs.

Customers and partners can continue to realize value from their ECD investments and gain additional value from a richer portfolio of ECM and EIM solutions.

Today’s news is great for all stakeholders, and we hope you are as energized as we are about the opportunity ahead.

The Electric Impact of the Cloud, Have You Plugged In?

Mario Montesinos

EMEA Presales Director of the Strategic Pursuit Team, helping companies to transform the way they manage their information to support their business and accelerate their innovation during these cloudy times.

Have you ever considered, when switching on your coffee machine in the morning, where the electricity comes from? I’m guessing not. You probably only expect it to work so that you can have your tasty Colombian coffee.

I don’t know where the electricity I use at home is coming from. Last year Spain imported electricity from France. At the same time Spain also exported electricity to Portugal, Andorra, Morocco and…surprise, also back to France. I can’t imagine anyone in Portugal wondering whether the electricity to charge a smartphone comes from Spain, is produced in France and sent to Spain, or is sent from Spain to France and bought back again. Electricity has no accent. It doesn’t matter from where it comes; only that it is always there when you need it!

Strategy the cloud

A few years ago, I started to work with customers planning their journey to the cloud. I’m talking about private cloud. There were many questions about the where, the who and the how of the process. It was an incredible cultural change and many people were against it, especially the security guys.

It reminded me of 15 years earlier when I was working for an engineering company. We deployed a Document Management System, Documentum, to improve visibility, collaboration and productivity while reducing costs moving to the digital world. But even after a several years, many of the engineers were still locking their drawings in their own personal “map cabinet”.

While customer goals were to reduce costs, improve performance and reduce the IT complexity, it was security and compliance that were the main concerns for most. They were changing their IT strategy and facing a cultural barrier.

At that same time I was fortunate to meet with another company, one part of a large group, that was very focused on their business and margins. This business had a completely (more…)

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