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The Developing Trends of ECM

15/4/15 - Written by Andrew Stinchcombe-Gillies, Director of BPO, Integritie

Andrew has over 20 years' experience working with organisations to achieve quantifiable business growth through implementation of scalable and repeatable single-view solutions.

There has never been a more exciting time to be in the business of Enterprise Content Management (ECM). The convergence of technological and cultural trends make ECM the place to be for BPO organisations if you want to stand on the front line of business process improvement and information governance. But with so many innovations and advances, it can be difficult to know which industry trends will take you and your clients on a path to success and which ones will lead to a dead end. Here are three important trends in ECM to consider as you map your path forward.

Case Management

Case Management is set to light up the stage in the ECM industry because it brings technology and data together in a way that leads to more valuable outcomes for both businesses and customers.

At the heart of making information useful is looking closely at the intersection of people, processes and information. That's what case management is ultimately all about; it's about the dynamic business flows that link together people, processes and information in new, dynamic, and much more agile ways.

Case Management is not necessarily a new technology per se, but the big difference between old-school document management and case management-centric ECM is that people are a much bigger part of the equation through more fluid access, collaboration and sharing of information. The confluence of Mobile Capture and Case Management adds even more power to this trend by providing a higher degree of flexibility, agility and collaboration for any organisation that needs to build a superior level of clarity, service and customer satisfaction.

Mobile Capture

You don't need a statistician to know that we are in the age of mobile computing. The bottom line is that there are more smartphones out there in the world than there are personal computers. As a result, there is a lot of excitement about Mobile Capture.

By now, the traditional notion of "capture" - scanning a paper document to make a digital image - is a common business practice. Mobile Capture takes things one step further with the ability to capture document images using a smartphone or a tablet. This is an important development because organisations can now capture images and documentation directly at the point of service, in regional offices, in the field, and in customer's homes. The result is a faster, more accurate and more cost effective process.

Mobile Capture is a natural and inevitable outgrowth of the trend toward mobile computing and one that organisations should evaluate seriously before they get left behind. There is a competitive need for improved process agility and customer service across the board. The idea of turning smartphones into information capture devices is one that more and more leading brands are turning to in order to speed the pace of business, reduce the burden of paper, and bring a new level of efficiency and response to their customer service and business processes.

Some great examples of the solution scope mobile capture can provide in practice is the use of mobile devices in retail for incident (loss) management and within the manufacturing sector for anti-counterfeiting management. With both the real value is driven through the seamless feeding of captured information to case management and analytics solutions.

Distributed Capture with MFPs

Distributed Capture is nothing new, but the trend is now reaching critical mass as more and more organisations are using multi-function printers and copiers (MFP's) to capture data and documents mid-process and enterprise-wide. Instead of regarding capture as strictly a front-of-process activity, organisations are discovering how capture can be used within day-to-day processes to improve process performance in the hallways and cubicles of departmental workflow via MFPs.

Turning a common multi-function copier/printer into a capture workstation is a valuable capability for organisations of all sizes and types, especially when collecting and capturing information and documentation is critical to the process. One example is found in retail where the requirement to provide upon demand in-store eligibility to work information provides an example of MFP's being utilised with ECM enabling centralised information accessible by all branches to meet a regulatory requirement. Reducing the burden of paper and enabling the addition of case management. Other examples are in banking, healthcare, insurance, government operations, and any workflow that is document-intensive.

Moving Forward

Clearly, there are a number of important trends and opportunities on the ECM horizon; and these are just a few. They key to capitalising on any opportunity is to approach each one with a broad perspective of the possibilities, the applications, and the value to the process and your organisation.

Integritie provides the right mix of experience, vision, and advanced capabilities that will help you leverage these and other converging trends in ECM. A solution platform such as the Knowledge Capture Online technology provided by Integritie, enables the capture, control and consolidation of information. Once unified the information is able to be utilised across the business enabling collaboration by departments and sharing with the employee. Business defined controls provide the capability to meet local regulatory and policy requirements, including retention and destruction.

Integritie uses layered technology to advance your business objectives and provides both on premise and off premise turnkey solutions. If the contents of this blog are of interest to either your or your clients business, reach out to Integritie and we will help guide you to understand the true business benefits and ROI.

For more Information on Integritie's KC Online solution, please email sales@Integritie or click here.

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