Enterprise Content Management: Providing Real Business Value

1. IBM Enterprise Content Management Providing a Return on Information

2. What is Enterprise Content Management ? • Enterprise Content Management n. • A framework for creating, managing, integrating, web-enabling, and delivering unstructured digital content across the enterprise and beyond - to employees, customers and trading partners - that creates real business value • A necessity for e-business

3. Managing Business Content : The Issues Business Challenges • Exponential growth in content • Personalized, integrated customer • and trading partner service • Efficient best practices • Implementation of multi-channel • strategies • Globalization • Regulatory compliance Technology Concerns • Reduced costs of ownership • Distribution of assets with robust security • Ease of administration • Content consistency across applications

4. Operational Content • Statements, Invoices, Reports • Scanned mail • Fax • Web Content • HTML • Graphic images • Business content • Rich Media • Video • Audio • Workgroup Documents • Word Processing • Spreadsheet • Presentation • e-mail Content Management is Converging

5. Content Management is Converging • Operational Content • Statements, Invoices, Reports • Scanned mail • Fax • Web Content • HTML • Graphic images • Business content • Rich Media • Video • Audio • Workgroup Documents • Word Processing • Spreadsheet • Presentation • e-mail

6. Enterprise Content Management: The Business Impact COST SAVINGS • Increase productivity • Reduce filing and distribution costs • Reduce physical storage • requirements Business Impact The Real Payback • Improve customer service • and loyalty • Reduce process cycle times • Leverage brand assets to • increase revenues business process with physical content same process using digital content refined process using digital content

7. Key Customer Offering: Customer • Challenge: • Add your information here • Add your information here • Add your information here • Add your information here • Solution: • Add your information here Add your customer quote here • Value: • Add your information here • Add your information here • Add your information here • Add your information here

8. Key Customer Offering: Customer • Challenge: • Add your information here • Add your information here • Add your information here • Add your information here • Solution: • Add your information here Add your customer quote here • Value: • Add your information here • Add your information here • Add your information here • Add your information here

9. @ reports fax office e-mail Manage Information Across Your Business BANKING and FINANCE INSURANCE RETAIL GOVERNMENT INDUSTRIAL EMPLOYEES S U P P L I E R S CUSTOMERS e-Commerce e-Commerce SCM ERP CRM HTML Transaction Data HTML Transaction Data

10. Deliver Personalized Content on Demand Invoices, Statements, Reports Scanned Paper & Fax ERP, SCM, CRM data Business Content e-mail Office documents and correspondence Audio, Video, Photo Web Content

11. Deliver Personalized Content on Demand Invoices, Statements, Reports Scanned Paper & Fax ERP, SCM, CRM data Wireless & PDA Business Content Kiosk e-mail Office documents and correspondence Portal / Browser Audio, Video, Photo Call Center Web Content

12. The Content Life Cycle Capture and Create Store and Manage Distribute and Transact Search Content Management System Integration And Delivery Archive Workflow ENTERPRISE CONTENT MANAGEMENT • Create, capture and manage all forms of unstructured content • Integrate and distribute it to customers, partners and • employees via the most effective and efficient channels

13. ECM – Enabled Applications ECM – Enabled Applications Customer Service Customer Service Operational Productivity Operational Productivity Rich Media Rich Media SAP, Vertical Applications, e-Records SAP, Vertical Applications, e-Records e-Commerce, e-Learning, Brand Assets e-Commerce, e-Learning, Brand Assets Siebel, Customer Loyalty Siebel, Customer Loyalty Distribute IBM Delivers the Total Solution Integration Layer Other Content Sources: File Systems Databases Content Management Create / Capture IBM ECM Infrastructure

14. IBM Delivers the Total Solution … and More Complete Offering “We couldn't find the multiple technologies we needed with any other single vendor." -- Charles Schwab Integration and Open Standards "With its ability to access data easily and efficiently across a number of different repositories, IBM clearly has the strategic implementation Norwich Union is seeking." -- Norwich Union (now Aviva) Leading Partnerships "IBM and Siebel solutions are helping us take a quantum leap forward in the areas of electronic data management and customer relations." -- Tryg-Baltica Complementary Infrastructure "With Enterprise Information Portal....we have our platform for future portal applications, building on what we already use." --Hewitt Associates Scalable and Robust Platforms "We couldn't accept anything less than the highly scalable, reliable IBM e-business solutions at the core of ePlan." -- LeasePlan

15. Key Customer Offering: Customer • Challenge: • Add your information here • Add your information here • Add your information here • Add your information here • Solution: • Add your information here Add your customer quote here • Value: • Add your information here • Add your information here • Add your information here • Add your information here

16. content management … information integration … … asset distribution … transactions The Return on Enterprise Content Management • Realize greater productivity and operational efficiencies • Improve customer loyalty and brand awareness • Improve security and extend access • Increase profitability

17. Achieve a Return On Your Information Business Impact refined process using digital content same process using digital content business process with physical content MOVING FORWARD … • Assess key business processes and identify content sources • Move from physical to digital content • Refine processes and leverage digital content for competitive advantage