Top ECM Trends Driving the Digital Enterprise

Top ECM Trends Driving
The Digital Enterprise
@johnnewton, Alfresco Founder and CTO
@CherylMcKinnon, Forrester

The open platform for
business-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 Analyst
November 2014

Agenda
› 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
© 2014 Forrester Research, Inc. Reproduction Prohibited 6

Agenda

ECM includes three core areas
FOUNDATIONAL 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

Business and transactional content is
managed with key foundational
capabilities
report
© 2014 Forrester Research, Inc. Reproduction Prohibited
9

APIs and interoperability connect content
applications with underlying repositories
› 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.
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 Cycle
April 2014 “Understand The Digital Business Landscape”

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.)
6%
14%
22%
31%
31%
42%
38%
38%
53%
52%
69%
Improved search
Content sharing
Regulatory compliance
Consolidation of archives
Cost-effective automation
Paper reduction
Improved customer service
eDiscovery support
Version control
Faster customer on-boarding
Other, please explain
0% 20% 40% 60% 80%
Base: 64 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey

Content from systems of engagement
flows into systems of record (and vice
versa)
report
16

New Content Types Being Missed
For which of the following content types/applications does your organization currently or plan to implement
External social media (e.g., Facebook,
LinkedIn, Twitter) (N=114)
Public Web sites(N=115)
Mobile device messaging / SMS /
Texts (N= 109)
Physical records (N=128)
Intranet or company portal (N=117)
Shared drives (N=122)
Email(N=128)
Document management/ECM
systems (N-130)
Databases (N=118)
technology for managing retention?
17
32
26
25
32
18
5
13
4
5
12
29
36
17
17
18
18
7
27
14
17
48
20
83
53
7
9
28
12
8
11
15
4
1
6
8
54
53
42
68
37
Cloud-based file sharing and
collaboration (e.g. Box) (N=117)
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

Agenda

Business metrics help identify ROI
“Where have you recognized ROI in ECM?” (Select all that apply)
8%
12%
11%
14%
26%
25%
40%
37%
52%
Process automation
Archive consolidation
Paper savings
Less expensive compliance
Faster delivery of products or services to
market
Reduction of staff
Faster path to customer revenue
Other
Do not know
0% 20% 40% 60%

Migration and governance are top
challenges
“What are the biggest challenges facing ECM in your organizations today?”
8%
58%
57%
49%
48%
40%
32%
29%
26%
25%
23%
15%
Migrating content from old systems or storage locations
Lack of coordinated governance
Proliferation of file shares and Sharepoint
User adoption of existing ECM solutions
Difficulty integrating with other repositories or new…
Lack of available expertise and implementation
Lack of budget and executive support
Cost and implementations difficulties of ECM systems
Proliferation of unauthorized file-sharing sites
Difficult to quickly add or update applications with…
Cost of annual maintenance on software not deployed
Other, please explain
0% 20% 40% 60% 80%

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 Excellence

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

Innovations in adjacent markets drive
ECM evolution
› 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

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.

Factors driving the evolution of ECM
(cont.)
› 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.

Content and Process Enable Customer
Experience And Operational Excellence

Thank you
Cheryl McKinnon
+1 617.613.8806
cmckinnon@forrester.com
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 Information
Mobile Apps
Systems of Engagement
Cloud-based Collaboration
Process
Process Process
Mobile &
Contract Workers
Firewall

Hybrid Cloud
SIMPLE SMART
CONNECTED CONTROL
20%
In the cloud
Our approach
focuses on the
end user
50%
Hybrid
30%
+ on-premise
Delivers all the
value that ECM
provides
Social
Collaborative
File Sharing
Personal Work
CRM
HCM
SMB
ERP
Legal
Secure
DOD
Backup
Compliance

Digital Workers in the
Digital Enterprise
Expectations on
the Workplace
Fast
User Centric
Supporting Collaboration
Enhancing Productivity
Enabling Knowledge Work
Place Independent
Network Independent
Device Independent

A Digital
Productivity Stack
Productivity Apps
Application Composition Framework
Productivity Services
User-centric services
Context & Intelligence Services
Core Content & Control Services
Data Control Architecture

Simple
Smart
Solid
User
Search
Content
Case
Process
Control
Collaboration
Analytics
Sync

Innovation at the Speed
of Open Source
Search
Analytics
User
Interface
Process

Productivity in the
Digital Enterprise
Digital
Integration
Processing
Sourcing
Service
Manufacturing
Design
Products &
Internet of
Things
Archiving
Marketing

Alfresco Enables
Digital Government
Responsiveness to Citizens
Openness and Transparency
Support of Commerce
Shared Services

Mobile
Access
Integration
with Social
Media
Customer-centric
services
Location
specific
services
Smart Data
Meaning
Predictive
Data
Paper-less
Forms
Scanning
Alfresco Enables
Digital Banking

Alfresco Enables
Digital Manufacturing
Top
Employees
Customer
Satisfaction
Value
Growth
Profitability
Production
& Logistics
Suppliers
Purchasing
Sales &
Marketing
Commercial
Operations
Network
Services
R&D
Network
Service
Internet
of Things
Coordination
Source: Scania AB – Vehicle Manufacturer

Alfresco Enables
A Productive Enterprise

Top ECM Trends Driving the Digital Enterprise

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