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Corporate Content Management - An Iceland Telecom case study

Corporate Content Management - An Iceland Telecom case study. 11 th Nordic confrence on information and documentation May 2001 Sveinn S. Hannesson. First we start with a small exercise. This lecture is about. Corporate content management Internal information systems The business need

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Corporate Content Management - An Iceland Telecom case study

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  1. Corporate Content Management - An Iceland Telecom case study 11 th Nordic confrence on information and documentation May 2001 Sveinn S. Hannesson

  2. First we start with a small exercise

  3. This lecture is about • Corporate content management • Internal information systems • The business need • How we met that need • Implementation • And a short technical overview

  4. First a few facts • Iceland Telecom • A broad range of services, Wireline, Wireless, Broadband, Internet, Data Services, CATV. • 160,000 Customers. • 1,100 Employees. • 200M USD Turnover. • 80% Market Share • Previously a governmental Post and Telecom Administration. • Now a public limited Telecoms company. • Competing in a very advanced telecommunications market. • GoPro Group • Over 600 employees in 6 countries • A Lotus, Microsoft and IBM partner • A leading supplier of eDM and CRM solution in northern Europe

  5. The scope of the project • Manage Content in Iceland Telecom CRM and eDM system • Process automation • Quality processes • Sales automation

  6. What content? • Content of company information systems • Incoming and outgoing documents • Billing and other customer related information • Different content in different form • Types of data in the next slide • Nature of Content • Customer related information • Employee information • Business information • Other business documents • not the content of the documents • The documents are the content of the database • So, the project is to put this content into one enterprize wide database and keep it all together

  7. Type of data • Websites • Office documents • E-mail and other electronic correspondance • Letters and other papers • Slide shows • Billing info • Faxes • Sound and picture files • Drawings Digital pictures (f. ex. JPG, Tiff eða Bitmat Image)

  8. What did ITC need? • Document management system • CRM system • Sales Management • Quality systems • Collaboration with good access control.

  9. The Business Case • Make company content accessible • Customer correspondence made easily accessible • Make customer data available to selected groups • Control the e-Quality system and work-processes quickly • Good overview of system and process content • Make product and service information readily available • Workflow in updating information – validation of content • Connection to legacy systems • one origin of basic information • Mobilize users • Make content accessible anywhere, anytime • Use predefined forms for most used correspondance • Possibility of a workflow • Standard text

  10. The solution • Deposit • Indexing depends on the context • Person (Who is the emploee?), action (What is he working with?), time (When?), place in the system (Where?) • Retrieval • Also based on context • Person, action, time, place • Portal based • By different indexes • But context is the key!

  11. Key issues • Overlaping and interdepandant terms • CRM, DM, eDM, CM, KM, Intranet, Extranet, etc. • With "information overload" and constant "term" invention and reinvention, some confusion results. • “The VC´s are no longer into B2B?” • Those terms overlap and are a little fuzzy

  12. Our approach • The right Content in the right context • Who are you and what are you doing? • Indexes • Phone number, id number, journal key, employee, time etc, • Access control • Flexible, relieable, easy to use • Archiving • Data livetime control; • From the time when the data is created or received, its use through the various of employees within the firm and its future storage or disposal • One depository from all systems • IBM content manager • It´s easier to control electronic data than paper

  13. Stored knowlegde • Organizing the data in one groupware so that every information within the firm is acessable to the employees • Finding data. Searching after various of indexes • customer, id numbers, cases, documents, dates, person responsible,etc. • Search throughout all systems • Single point of access • Enterprize portal • Other systems – i.e. GoPro

  14. Content origin • Different systems • SAP, GoPro, Lotus Domino, ICMS, .... • After a certain time documents are archived in IBM Content Manager • Retrieval • Through the original system • Enterprize portal • Search by indexes • Unstructures data deposited by different people • Inside the company • External

  15. Enterprise Portal ... SAP Client GoPro Case GoPro ContactCenter SAP Lotus Notes /Domino ICMS Infranet CommonStore for SAP GoPro CM Enabler CommonStore for Domino Statements (AFP-form) IBM Content Manager IBM OnDemand System Overview (Q4 2001) TSM

  16. Solution implementation • Technical • Not finished • Includes GoPro Case, IBM Content Manager, Lotus Domino, • Started 18 months ago • Cultural • Many systems • One owner for each • Top Down implementation • Changing the way we work • New technology, new methods • Process reengineering • Teaching and followup

  17. Key benefits • Increasing quality of service. • Instant access customer related documents in any form • Streamlining business processes. • e-documents in workflow processes. • Improved User Interfaces • Legacy systems and portal • Better Access to Information • The Content Manager repository can be queried through indexed fields and the e-documents retrieved are viewable in Web browsers.

  18. Further information • www.ibm.com/software/data/cm • www.hugvit.is • www.GoPro.net • www.siminn.is • sveinnh@hugvit.is

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