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 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.
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 drug launch. Our Energy and Engineering customers are using digital innovations to improve recovery rates and reduce risk. Likewise, they want their Standard Operating Procedures and other propriety information stored in a private cloud, while having their project-specific content such as drawings and memos that need to be viewed by partners and subcontractors in a public cloud.
Public cloud is useful when collaborators do their work on smartphones and tablets because they don’t have to get on a corporate VPN to access content. In fact, EMC provides mobile solutions that integrate with Documentum to give customers the experience of offline access to documents and bi-directional sync.
No matter the type of cloud you choose, EMC’s DaaS gives you all the benefits and flexibility of the cloud, but lets you keep the customizations and integrations you rely on to keep your business running:
- Economies of scale – 20% – 45% reduction in operational expenses
- Patches and upgrades included and managed by EMC
- SSAE 16 compliance and physical security in our data centers including 24-hour manned security
But perhaps the best part about the DaaS is that there are no longer service incidents related to how the software is installed in the customer’s environment – which on average accounts for 81% of the Severity 1 and Severity 2 incidents. Additionally, customers experience an average 16% improvement in application performance, and in fact, EMC even guarantees improved performance and availability over existing self-managed Documentum installations with a financially-backed SLA. Because we want to help our customers innovate, grow and provide a terrific customer experience – by providing them with a great customer experience in using our software.
Is your business leveraging digital innovation to improve customer experience? Click here to learn how Enterprise Content Management in the cloud can improve your experience.
¹ Gartner, “Market Trends: Cloud Adoption Trends Favor Public Cloud With a Hybrid Twist,” August 4, 2016.
Tags: #EMCDocumentum, cloud, cloud flexibility, customer experience, DAAS, Dell EMC, documentum as a service, ecd, ecm, Energy & Engineering, enterprise content division, Enterprise Cotent Management, Frank Lynn, Frank_Lynn, Gartner, Healthcare, Hybrid Cloud, Life Sciences, multicloud, private cloud, Public Cloud, SaaS, Solution as a Service, Veeva