2. AIIM provides public and private training = AIIM.org/training
AIIM provides research & benchmarking = AIIM.org/research
AIIM provides on-line and in-person events = AIIM.org/events
DigitalLandfill.org and @jmancini77
johnmancini@aiim.org
7. Is/Current Will Be/Future
IT focused on cost reduction. IT focused on value creation.
Senior Execs tech oblivious. Senior Execs tech aware.
Complexity guarantees security. Simplicity guarantees security.
Mobile & social differentiators. Mobile & social are features.
Systems bought with CAPEX. Systems bought with OPEX.
Pure tech skills = value. Tech skills in context = value.
A Buyer Migration is in Motion…
9. Customers using
many more channels
to communicate.
Still a lot of paper and
paper proxies.10%
11%
13%
24%
35%
46%
52%
56%
63%
70%
Twitter messages
Web agent chat
Facebook messages
Text messages
Hand-written
Faxes
Web forms
Paper forms
Paper documents
Scanned attachments
Which of the following
channels do your
customers use to
communicate with
you?
N=263
10. Most inbound content is
dealt with in an ad-hoc
fashion.
16%
18%
21%
23%
26%
44%
51%
51%
Struggling w/ anything…
Digital mailroom
Integrated capture;…
Structured forms auto;…
Each type fed into…
Some types defined…
Paper and electronic…
Each department deals…
In general, how do
you deal with inbound
content types?
N=263
11. Speed of response
varies by form of
incoming
communication, but
almost invariably less
than desired or
optimal.8%
10%
13%
19%
20%
21%
23%
24%
47%
56%
Twitter messages
Facebook messages
Hand written
Text messages
Paper documents
Web chat
Paper forms
Faxes
Web forms
Emails
Rate the speed of
response when
customers use the
following channels…
% rating “GOOD”
N=253
12. Difficult to coordinate a
consistent response
ACROSS inputs.
34%
34%
15%
10%
7%
Big challenge for
consistent response
Coordinated response, but
lots of manual info-…
Integrated response
across some channels
Good shape except for
social
Customer staff have
access to all… How well aligned is your
response when customers use
different input channels?
N=263
14. ECM and other critical
business systems do not
connect with each other.
45%
16%
9%
4%
6%
9%
9%
Not integrated at all
CRM and ERP are, but not
to ECM
ERP links to ECM, but CRM
does not
CRM links to ECM, but ERP
does not
CRM and ERP connected
to ECM for docs, not…
Connected for content
and transactions
We do not have CRM or
ERP systems
How well integrated
are your
CRM, ERP, and ECM
systems?
N=259
15. Chaos and
ad-hocracy far too
prevalent.3%
2%
3%
6%
3%
1%
1%
4%
4%
16%
12%
16%
36%
29%
10%
20%
28%
27%
Social messages
Web agent chat
Text messages
Hand-written
Faxes
Web forms
Paper forms
Paper documents
Emails
Looking across your
incoming
channels, how well
would you say each is
managed?
N=251
16. Input problems at the heart
of workflow problems.
11%
15%
15%
15%
16%
17%
19%
19%
29%
33%
35%
42%
Triggering communications back to…
Handling progress inquiries
Monitoring for overloads and overdues
Rekeying errors
Staff consultations with supervisor
Getting 3rd parties in the loop
Dealing with peaks in output
Constant changes to regs and workflows
Repetitive communications on same…
Different communications channels…
Exceptions to standard workflows
Incomplete documentation from…
What are 3 biggest
disruptions to smooth
flowing of processes?
N=263
17. Content analytics still in its
infancy.
19%
15%
12%
12%
7%
65%
Individual customer
targeting and profiling
Generic customer
behaviors
Linking customer data to
public data sets
Sentiment analysis from
call-desk records
Sentiment monitoring
across social networks
None of these
Do you use any of the
following analytic
tools?
N=259
28. AIIM provides public and private training = AIIM.org/training
AIIM provides research & benchmarking = AIIM.org/research
AIIM provides on-line and in-person events = AIIM.org/events
DigitalLandfill.org and @jmancini77
johnmancini@aiim.org