top ecm trends in digital enterprise

Top ECM Trends Driving

The Digital Enterprise@johnnewton, Alfresco Founder and CTO@CherylMcKinnon, Forrester

The open platform forbusiness-critical content management and collaboration.

is Simple + Smart

Alfresco streamlines

business-critical content processes

• financial reporting• rich media publishing• government records• employee forms• customer invoices• research reports• insurance claims• legal contracts

Operating at Scale

500,000,000+

documents

10 largest deployments average over 60 million

files each, with the largest topping between 500 million to 1 billion.

100,000+users

10 largest deployments average over 72,000

users, with the largest topping 100,000 users.

250,000+docs/hour

A US government agency ingests 250,000+

enrollment records per hour into Alfresco.

ECM in 2014: The Technologies and Trends That Matter

Cheryl McKinnon, Principal AnalystNovember 2014

© 2014 Forrester Research, Inc. Reproduction Prohibited 6

›ECM fundamentals — tools and tech

›ECM and the digital enterprise

›Where to start when creating or refreshing an ECM program

›Key trends that are shaping the evolution of the ECM market

Agenda






Agenda


ECM includes three core areasFOUNDATIONAL REPOSITORY CAPABILITIES PROTECT BUSINESS AND TRANSACTIONAL CONTENT

› Foundational repository capabilities underpin content management applications.

› Business content drives the day-to-day workplace experience.

› Transactional content drives repeatable processes for front and back office.

› Core areas are connected by APIs and interoperability services.

Source: May 12, 2014, “Assess ECM Suites, Platforms, And Point Solutions To Solve Content Challenges” Forrester report

© 2014 Forrester Research, Inc. Reproduction Prohibited

Business and transactional content is managed with key foundational capabilities


9


› The CMIS (content management interoperability services) standard is becoming an early — but important — component of an ECM strategy in large enterprises.

• 12% of ECM decision-makers include interoperability as key to their strategy.

› Proprietary APIs are no longer preferable to open APIs.

› The move to Agile methodologies means developers want shorter learning curves and iteration cycles.

APIs and interoperability connect content applications with underlying repositories

Source: July 2014 Global Enterprise Content Management and Archiving Online Survey


Transparent content services enable content application delivery

Source: May 15, 2014, “Rethinking ECM: Content Finds Its Place In Agile, Mobile, And Growth-Focused Enterprises” Forrester report

11






Agenda


ECM Future Being Shaped By New Use Case

› Modernize field sales and service activities.

› Improve customer satisfaction levels.

› Provide secure workspaces for sensitive content that needs to be shared.

› Create documents in the moment with mobile.

› Use content to support dimensions of an Agile enterprise.


Digital Touchpoints Affect Every Stage Of The Customer Life CycleApril 2014 “Understand The Digital Business Landscape”


Base: 64 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey

Other, please explain

Faster customer on-boarding

Version control

eDiscovery support

Improved customer service

Paper reduction

Cost-effective automation

Consolidation of archives

Regulatory compliance

Content sharing

Improved search

0% 10% 20% 30% 40% 50% 60% 70% 80%

6%

14%

22%

31%

31%

38%

38%

42%

52%

53%

69%

Help the information worker succeed“Which of the following are the most important drivers for your

organization’s investment in ECM?”(Select up to three that apply.)


Content from systems of engagement flows into systems of record (and vice versa)


16


For which of the following content types/applications does your organization currently or plan to implement technology for managing retention?

17

Cloud-based file sharing and collabo-ration (e.g. Box) (N=117)

Databases (N=118)

Document management/ECM systems (N-130)

Email(N=128)

Shared drives (N=122)

Intranet or company portal (N=117)

Physical records (N=128)

Mobile device messaging / SMS / Texts (N= 109)

Public Web sites(N=115)

External social media (e.g., Facebook, LinkedIn, Twitter) (N=114)

32

12

5

4

13

18

5

29

26

32

36

17

25

18

18

17

7

27

14

17

7

9

28

12

8

11

15

4

1

6

8

53

42

68

54

53

83

20

48

37

Not interested

Interested but no plans

In the process of implementing

Implemented

Base: European records management professionals(some options not shown, multiple responses allowed)Source: Forrester Research and IRMS European Records Management Online Survey, Q1 2014

New Content Types Being Missed






Agenda



Do not know

Other

Faster path to customer revenue

Reduction of staff

Faster delivery of products or services to market

Less expensive compliance

Paper savings

Archive consolidation

Process automation

0% 10% 20% 30% 40% 50% 60%

14%

11%

8%

12%

25%

26%

37%

40%

52%

“Where have you recognized ROI in ECM?” (Select all that apply)

Business metrics help identify ROI



Other, please explain

Cost of annual maintenance on software not deployed

Difficult to quickly add or update applications with current ECM

Proliferation of unauthorized file-sharing sites

Cost and implementations difficulties of ECM systems

Lack of budget and executive support

Lack of available expertise and implementation

Difficulty integrating with other repositories or new business applications

User adoption of existing ECM solutions

Proliferation of file shares and Sharepoint

Lack of coordinated governance

Migrating content from old systems or storage locations

0% 10% 20% 30% 40% 50% 60% 70%

8%

15%

23%

25%

26%

29%

32%

40%

48%

49%

57%

58%

“What are the biggest challenges facing ECM in your organizations today?”

Migration and governance are top challenges


Business and Technology Managers Both Have Roles When Migrating Content

Source: June 2014 “Maximize The Business Value Of New ECM Deployments With A Clear Migration Strategy”


Characteristics of strong ECM teams

› They align to specific business objectives and metrics.

› They measure progress and work to continuously improve deployments.

› They establish governance that guides how they make decisions.

› They use adaptive or agile methodologies.

› They collaborate across teams.


A federated approach to an ECM program team

Source: January 28, 2014, “Assemble A Strong Cross-Functional Team To Achieve ECM Program Excellence” Forrester report

23


Inputs and sources of data for ECM improvement

› Elicit feedback from ECM system users.• Conduct usability tests during the design and

development phases of deployment.

• Review help desk reports to analyze bugs and enhancement requests.

• Perform user interviews or surveys to get qualitative input.

• Extract and analyze system data for usage patterns and insights.


Look for automation opportunities

› 26% of ECM decision-makers are doing auto-classification or categorization in a production environment.

• In addition, 31% are “interested” but with no firm plans.

• 0% are “not interested” but 12% don’t know their plans

Source: May 2013 Global Enterprise Content Management Online Survey






Agenda


Digital Businesses Master Customer Experience And Operational ExcellenceApril 2014 “Understand The Digital Business Landscape”


Innovations in adjacent markets drive ECM evolution

› Platforms designed for content application development

• Support for standards

• Better suited to Agile methodologies

• Simpler packaging and pricing


› Simpler document sharing tools that work anywhere and anytime

• Inherently mobile-friendly

• File sync and share

• Software-as-a-service

• Value to users when connected to secure repositories

Innovations in adjacent markets drive ECM evolution


Factors driving the evolution of ECM

› Overcome user adoption challenges:• Redesign the user experience, and think mobile first.

• Rethink complex folder structures inspired by the 1990s.

› Build governance into common processes:• Life-cycle management across the business life

cycle.

• Include customers and/or citizens as stakeholders.

• Make compliance an outcome of good business.


› Content platforms are driving the decoupling of application and repository layers.

• There’s interest in interoperability to deliver faster and simpler content applications.

› Mobile capture becomes an on-ramp to customer-friendly content applications.

› Analytics become transparently embedded.

› Automated classification breaks the barrier of filing fatigue.

Factors driving the evolution of ECM (cont.)


Content and Process Enable Customer Experience And Operational ExcellenceApril 2014 “Understand The Digital Business Landscape”

Thank youCheryl McKinnon

+1 617.613.8806

[email protected]

http://blogs.forrester.com/cheryl_mckinnon

Twitter: @CherylMcKinnon

Digital Business is not bound by Four Walls

In-house Secure

In-house Apps

Enterprise Apps

Operational Systems

Relevant Customer InformationMobile Apps

Systems of Engagement

Cloud-based Collaboration

Firewall

Mobile & Contract Workers

Process Process

Process

Hybrid Cloud

SIMPLE SMART

CONNECTED CONTROL

Our approach focuses on the end user

20%In the cloud

50%Hybrid

Delivers all the value that ECM provides

30%+ on-premise

Social CollaborativeFile SharingPersonal WorkCRMHCMSMB

ERPLegalSecureDODBackupCompliance

Digital Workers in the Digital Enterprise

Fast

User Centric

Supporting Collaboration

Enhancing Productivity

Enabling Knowledge Work

Place Independent

Network Independent

Device Independent

Expectations on the Workplace

Productivity Apps

Application Composition Framework

User-centric services

Context & Intelligence ServicesCore Content & Control Services

Productivity Services

Data Control Architecture

A Digital Productivity Stack

Simple

Smart

Solid

User

Search

Content

Case

Process

Control

Collaboration

Analytics

Sync



Innovation at the Speed of Open

Source

Search

Analytics

User Interface

Process

DigitalIntegration

Processing

Sourcing

Service

Manufacturing

Design

Products &Internet of

Things

Archiving

Marketing

Productivity in theDigital Enterprise

Responsiveness to Citizens

Openness and Transparency

Support of Commerce

Shared Services

Alfresco EnablesDigital Government

Mobile Access

Integration with Social

Media

Customer-centric

services

Location specific services

Smart Data

Meaning

Predictive Data

Paper-less Forms

Scanning

Alfresco EnablesDigital Banking

Alfresco EnablesDigital Manufacturing

Top Employees

CustomerSatisfaction

ValueGrowth

Profitability

Suppliers

Production &

Logistics

Purchasing

Commercial

Operations Network

Sales & Marketing

Services

R&D Network

Internet of

Things

Service

Coordination

Source: Scania AB – Vehicle Manufacturer

Alfresco EnablesA Productive Enterprise

QUESTIONS?

THANK YOU