Archive for the ‘Documentum’ Category

Wrapping Up 2016

Rohit Ghai

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

Latest posts by Rohit Ghai (see all)

For many, this time of year is full of the hustle and bustle of the holidays, preparing for time with families, and pondering what the New Year has in store. For Team ECD it’s no different, only this year there’s additional activities, excitement and anticipation about the road ahead as we prepare to join forces with OpenText.  With this in mind, I wanted to take a moment and provide an update on progress to date and unwrap a little of what’s to come.

Do You Hear What I Hear?

It’s hard to believe that we just passed the 90-day mark since signing the agreement with OpenText in September. Since then, the focus has been primarily been on you, our valued customers and partners. We’ve spent hundreds of hours talking with you and receiving feedback through webcasts, Customer.Next events in the U.S., Momentum Europe in Barcelona, and a multitude of 1:1 meetings across the globe. As always, our goal is to be as transparent as possible with our ECD family and ecosystem, and we hope you’ve found these interactions as valuable as we have. If you missed any of these events, please take a moment to review the resources here.

On a tactical level, the main driver behind our “hustle and bustle” has been to ensure consistency and continuity – everything from the products to the processes to the people – we want to make the transition as seamless as possible for you.

It’s Beginning to Look a Lot Like Closing…

There has also been tremendous effort focused on delivering the items that are needed for regulatory approvals and closing the deal. I’m pleased to report that everything seems to be moving ahead as planned. Just as we were all fortunate to participate in the close of the Dell EMC deal, the team is looking forward to celebrating this next step for ECD in the New Year. As we get closer to finalizing a close date, we will share opportunities for you to get involved and celebrate with us.

A Toast to You

It’s been an amazing 2016, with big, successful events like ECD Ready, Momentum in Las Vegas and 2016Barcelona, and Customer.Next. We’ve delivered more than 65 products, solutions and betas over the past 12 months, with major initiatives across the product families, including the release of 5 LEAP apps and the LEAP Platform beta; Documentum 7.3 with significant updates to the full Documentum family and vertical solutions; and the introduction of extreme archiving with InfoArchive 4.0 and Clinical Archiving 2.0. We’ve been recognized as a leader by five industry analyst firms, including our 13th time as a leader in the Gartner Magic Quadrant for Enterprise Content Management, and have won multiple product and strategy awards.

And it’s all for, and because of, you. On behalf of the entire ECD team, I’d like to raise a virtual toast to you – for your continued business, loyalty and friendship. Cheers and best wishes for a happy holiday season and a joyous new year!

Personalizing the Customer Experience is the Key to Success in 2017

Frank Lynn

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

As consumers, nothing is worse than a bad customer service experience.

Illustration of multicolored gears representing stage of service to customer satisfaction.

Most of us have experienced entering information in an automated phone system as fast as possible in hopes of eventually talking to a real human. But when we finally got a real human on the line, instead someone ready, willing (and able) to solve our problem, we were made to first verify our name, address and birthdate and remember some obscure PIN number. And then after all that hassle – it turned out our issue couldn’t be solved – at least not right then by the person we were talking to – yet that person had the gall to ask “is there anything else I can help you with?” before ending the call.

According to Forrester’s 2017 predictions[1] understanding and personalizing engagement with customers is one of the most prized leadership dimensions in today’s customer-led, digital-centric business landscape. In the consumer space, we’ve come to expect a personalized customer-service experience – intelligent call routing that gets us where we need to be faster, credit card fraud detection that proactively alerts us to purchases we didn’t make, and internet-enabled self service that lets us upload documents to accomplish transactions instead of faxing or mailing in paperwork then following up by phone.

Not only does well executed, personalized customer service delight customers and turn them into brand advocates – it’s necessary for customer retention. Customer loyalty is only as strong as the last customer interaction – in fact it takes 12 good experiences to make up for one bad interaction[2]. And customers are making good on their threats – 89% of consumers have stopped doing business with a company after experiencing poor customer service[3], and they’re four times more likely to buy from a competitor if the problem is service related vs. price or product related.[4]

In the B2B space, customers are looking to buy business outcomes – and demand their suppliers have more “skin in the game.” B2B buyers have become wary of sole-source contracts and vendor lock-in tactics – in fact they’re increasingly choosing “pay-by-the-drink” consumption models such as software as a service – that guarantees performance with Service Level Agreements – and they’re building systems with the mindset of being able to easily switch providers if they don’t get the service they expect.

At Dell EMC ECD, our Customer Success practice offers a holistic approach to the personalized customer engagement. It starts with consulting services that help customers with upgrades and migrations or even creating custom mobile applications to search, view and browse Documentum. We offer Education Services that can fine-tune training to the customer’s needs – whether you’re unfamiliar with our products or an experienced user. And our Value Added Support Services take the personalized customer experience to the next level with technical account managers and dedicated support engineers who know the customer’s unique environment so they can do things like quickly resolve service issues or ensure upgrades are backward compatible.

To learn more about Enterprise Content Management Customer Success, click on our infographic.

 

 

[1] 2017 Predictions: Dynamics That Will shape the Future in the Age of the Customer. Forrester, October 2016

[2] Parature

[3] RightNow Customer Experience Impact Report

[4] Bain & Co.

Making a Case for the Critical Capabilities of the Documentum BPM Platform

Savinay Berry

Leads product management, design and business development for EMC LEAP and EMC Documentum product lines.

If there’s one thing we know from working with our large community of customers and partners, it’s this: every organization is unique. Each one has its own set of business scenarios, relationships and complexities. As a result, each business addresses its work in its own individual, case-by-case way.

Enterprises across nearly every industry now take this case work approach to their relationships, each including multi-layered human, content and process interactions with everyone from employees to customers to regulatory agencies. As a result, organizations are looking toward more sophisticated business process management (BPM) solutions that enable case management functionality to provide holistic visibility into each distinct project.

With this continued evolution in the market, we are quite pleased to share Gartner’s evaluation of Dell EMC’s strengths in the sector within its recent report, “Critical Capabilities for BPM-Platform-Based Case Management Frameworks1, which follows on the heels of the Gartner “Magic Quadrant for BPMPlatform- Based Case Management Frameworks”2.

As indicated in the graphic below, EMC‘s score for the Investigative use case evaluated by Gartner in the Critical Capabilities report is 4.01 on a 5 point scale, placing EMC in the top quartile of the products evaluated. Our solution is driven by strong adaptive case handling, content interaction, integration and interoperability, data capture and output management, out-of-the-box components, and role appropriate analytics.

business process, BPM, ECM

Source: Gartner (November 2016)

We believe drawing on the strength of our Documentum xCP 2.2 business process management system (BPMS), we have an extensive set of Case Management Frameworks (CMFs), delivered both from ourselves and our partners. By working better together with Documentum 7.2 and components like Captiva and Document Sciences, xCP provides a robust set of content interaction capabilities. With our Documentum as a Service (DaaS) offering, this solution can be deployed as a managed service, providing even greater flexibility. Dell EMC also certifies all solutions in the Solution Catalog to ensure the highest quality for our customers.

Further, the Gartner MQ report provides a mention of our LEAP Courier SaaS-based offering, and we’re proud that its perception in the industry is living up to and exceeding expectations. Courier offers a new paradigm for businesses that rely on document exchange because, instead of dumping a bunch of files into the cloud as some solutions do, Courier provides a configurable structure that enables visibility, tracking, versioning, and true communication about when and how files are exchanged on a case by case basis.

We are pleased with the evaluations we received in Gartner’s research, but one additional conclusion they have made might make us the proudest. In the report, Gartner also includes feedback from EMC customers who had been surveyed. It’s truly rewarding to all of us to read this finding, because, on a case-by-case basis, our goal is, and will continue to be, to meet our customers’ needs in an unprecedented way.

1 Gartner Critical Capabilities for BPM-Platform-Based Case Management Frameworks, Rob Dunie, Janelle B. Hill, November 3, 2016

2 Gartner Magic Quadrant for BPM-Platform-Based Case Management Frameworks, Rob Dunie, Janelle B. Hill, October 24, 2016

Momentum Barcelona: Where a Spark Becomes a Fire

Chris McLaughlin

Chief Marketing Officer, Enterprise Content Division. Follow @cc_mclaughlin

Momentum Barcelona,

After every Momentum, I am given the unenviable task of trying to recapture each amazing iteration of this event in vivid detail, to effectively recount the keynotes, the various breakout sessions, and all of the fun and community that make Momentum such an amazing event for our customers, our partners and, yes, our employees. So, while it may be nearly impossible, let me take a moment to relive Momentum Barcelona and to celebrate the return of this great event to Europe.

For those of you that were unable to join us for Momentum Europe, I’m truly sorry you weren’t able to experience the incredible atmosphere and beautiful location that is Barcelona. What an incredible city in which to host our Momentum Conference, full of history, life, vitality and, of course, never-ending fun. I can’t think of a better backdrop for an event that celebrates our customers and their successes with our technology.

And, to the more than 800 registered attendees and, in particular, our customer and partners, I want to simply say thank you for sharing the experience with us and helping to make it an event that practically defies description.

Before I get into the highlights of the conference, I also wanted to share with you an observation that our President, Rohit Gsparks, Momentum Barcelona, hai, and one of our partners from Informed Consulting made together during one of the sessions this past week. The two shared a view that the team from the Enterprise Content Division has long had an undeniable spark, a spark that seems to burn even brighter during important times like Momentum, and in particular, Momentum Europe.

You see, at events like Momentum or our Customer.NEXT roadshows, we are at our best, surrounded by the customers and partners that have made ECD great. We are with our “community.” Better yet, we are amongst friends. During these moments, this ECD community has achieved incredible success, building upon the present and always looking forward to the future. The reason is clear: it’s because each of us – customer, partner and employee – shares a common goal, as well as the commitment to see one another succeed, to realize the incredible value that organizations can achieve working with our technology. This is the spark we experienced this week, one that has continued to burn brightly through all of the years and across every Momentum.

And, as we look toward the end of a very eventful year, we’re also looking toward the amazing opportunities that lie before us to fan this flame into an even bigger blaze in the years to come. Perhaps never before has the name Momentum been more appropriate for our conference, or for our organization. This is evidenced by all of the activities and announcements that accompanied this year’s Momentum Europe.

As you likely know, at ECD, we are focused on digital transformation and enabling our customers to achieve true competitive advantage in this digital age. You probably also know that much of the rest of the industry has recognized our vision and is now beginning to share our understanding of the importance of enabling transformation. However, unlike many others in the market, ECD has continually delivered on its promise of providing a complete content strategy and set of solutions that will enable our customers to achieve their transformational goals.

At Momentum Barcelona, we launched groundbreaking new solutions, including new LEAP apps and the LEAP Platform, as well as the next release of InfoArchive, InfoArchive 4.2, which brings exciting new capabilities for our Financial Services customers (on the heels of the recently announced InfoArchive 4.1/Clinical Archiving 2.0). We also provided a number of exciting updates to our Documentum products that make them easier than ever before to deploy, upgrade and manage in hybrid environments. Finally, we shared updates on a few of our industry solutions, designed to meet specific vertical needs, including new features in the Dell EMC Documentum Asset Operations 2.1 that offer compelling opportunities for the Energy and Engineering industries and Dell EMC Documentum Life Sciences Suite 4.2 , which now provides support for medical device documentation, as well as enhanced features for pharmaceutical organizations.

And this is really just the beginning. Momentum Barcelona 2016 also featured three entertaining keynotes, starting with the opening keynote with Rohit, Muhi Mazjoub from OpenText, and three customers who shared how our products are enabling their digital transformation. Our second keynote included two analysts from IDC, Roberta Bigliani and Max Claps, and focused on key trends in Digital Transformation. And the climactic, closing keynote featured Rohit and noted futurist, Beau Lotto, who offered an exciting vision of things to come.

Other highlights of Momentum Barcelona included:

  • 750+ Labs completed, with customers working directly with our technology
  • 748 #MMTM16 mentions
  • 439 Momentum app downloads
  • 300 attendees at our Momentum Partner Summit
  • 200 Hack-a-thon participants
  • 200 Partner Summit attendees
  • 146 trees planted
  • 87 LEAP personality quizzes completed
  • 65 hours of Product & Industry sessions
  • 54 1:1 meetings with media and analysts
  • 33 Life Sciences user group attendees
  • 30 Genius Lab sessions with our Professional Services team
  • 26 customers speaking in sessions
  • 25 partner sponsors
  • 9 Mo & Tim videos recorded
  • 8 sessions dedicated to LEAP
  • 6 partner innovation award winners
  • 1 President’s Award winner for Customer Satisfaction
  • And, just so you don’t get the impression that we were all business, one surreal party. Perhaps I’ll just leave it at that, but if we ever see each other in person, you can ask me privately for more details.

But, for those of you who may already know those details, our valued customers and partners, thank you again for being with us at Momentum Barcelona. If we missed you this time, we sincerely hope to see you at one of our future events. It’s a very exciting time for ECD and we can’t wait to share it with you. The spark has ignited, the flame is growing higher, and there is room around the fire for everyone.

Congratulations and thank you, everyone, for a fantastic Momentum 2016 in Barcelona!

Life Sciences: Information is the Next Big Thing

Rohit Ghai

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

Latest posts by Rohit Ghai (see all)

Before the digital era, the Life Sciences industry was all about the “next big thing” – the next drug, the best medical device, the new technology for procedures. While this is still the case, organizations are now also looking for the “next big thing” inside their existing information – to discover new strategic indications and uses, see patterns via analytics, and much more. But this means they must have control of, and visibility and access into, their content.

By putting content into the right context, organizations can unify end-to-end processes and tap into the value of content throughout the process, resulting in better business decisions, faster time-to-market, and higher-quality products and customer service. This is the essence of digital transformation.

Mike Shanler, Research VP from Gartner, says that at its most basic level, digital transformation is about getting away from “paper-based decisions”.  I believe digital transformation is also about letting technology to do the heavy lifting to make digital decisions faster, easier and more impactful. (Mike and I both speak in detail about Digital Transformation and Life Sciences in the video below).

Life Science organizations may need to embrace digital transformation more than any other industry, due to the complexity of their end-to-end processes, the rigorous regulatory requirements imposed on them, and frankly, because often lives are at stake. The Life Sciences industry has probably the greatest motivation – and perhaps the biggest responsibility – to ensure that they’re digitally transforming today to improve patient outcomes, while improving the bottom line.

Digital transformation has a multi-faceted impact on Life Science organizations, such as:

  • For Clinical, it helps companies bring information together to help make quicker go/no go decisions and apply analytics to clinical data to help discover new indications for existing drugs
  • For Regulatory, it enables businesses to more quickly create, review and approve regulatory content and submit to agencies to speed up approvals, as well as provide a single view of all regulatory interactions associated with a submission
  • For Quality, it gives organizations visibility into understanding whether a change to manufacturing (specs, methods, vendors etc.) creates a need to re-submit to agencies

Ultimately, if Life Sciences organizations do not remedy these issues through digital transformation, they will be disrupted by organizations that have transformed and will beat them to market.

We provide value by helping customers all along the digital transformation continuum. Whether the focus is on clinical, regulatory or quality, we can addresses today’s challenges with a suite of offerings that meet today’s demands and allow for expansion and scalability. This also enables organizations to realize the value achieved on a smaller scale, while laying the ground for the future.

So where do organizations begin the process? How do they identify exactly where they are on this continuum? To assist with this challenge, we offer customers a Digital Maturity tool that informs them as to how far along the organization is in the process of digital transformation and their readiness across the areas of People, Business and IT. This helps to define how mature they are in each area, where the low-hanging fruit is, and what will have the most impact to the business.

As with any major change in an industry, digital transformation will have winners and losers. Those who are willing to tackle information as “the next big thing” and address it head-on will reap the benefits. Even in highly regulated industries like Life Sciences, digital will be the path forward. So it’s critical to ask your organization, “Are we ready to transform?”

 

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