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Webinar discussing the top trends driving the Digital Enterprise with Content and Process. ECM has never been more important to driving productivity in the enterprise. Forrester's Cheryl McKinnon discusses the top trends that leaders are using to build the Digital Enterprise.
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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
© 2014 Forrester Research, Inc. Reproduction Prohibited 7
›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
© 2014 Forrester Research, Inc. Reproduction Prohibited 8
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
Source: May 12, 2014, “Assess ECM Suites, Platforms, And Point Solutions To Solve Content Challenges” Forrester report
9
© 2014 Forrester Research, Inc. Reproduction Prohibited 10
› 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
© 2014 Forrester Research, Inc. Reproduction Prohibited
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
© 2014 Forrester Research, Inc. Reproduction Prohibited 12
›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
© 2014 Forrester Research, Inc. Reproduction Prohibited 13
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.
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital Touchpoints Affect Every Stage Of The Customer Life CycleApril 2014 “Understand The Digital Business Landscape”
© 2014 Forrester Research, Inc. Reproduction Prohibited 15
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.)
© 2014 Forrester Research, Inc. Reproduction Prohibited
Content from systems of engagement flows into systems of record (and vice versa)
Source: May 12, 2014, “Assess ECM Suites, Platforms, And Point Solutions To Solve Content Challenges” Forrester report
16
© 2014 Forrester Research, Inc. Reproduction Prohibited
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
© 2014 Forrester Research, Inc. Reproduction Prohibited 18
›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
© 2014 Forrester Research, Inc. Reproduction Prohibited 19
Base: 65 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey
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
© 2014 Forrester Research, Inc. Reproduction Prohibited 20
Base: 64 ECM professionals; Source: July 2014 Global Enterprise Content Management and Archiving Online Survey
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
© 2014 Forrester Research, Inc. Reproduction Prohibited
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”
© 2014 Forrester Research, Inc. Reproduction Prohibited 22
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.
© 2014 Forrester Research, Inc. Reproduction Prohibited
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
© 2014 Forrester Research, Inc. Reproduction Prohibited 24
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.
© 2014 Forrester Research, Inc. Reproduction Prohibited 25
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
© 2013 Forrester Research, Inc. Reproduction Prohibited 26
›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
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital Businesses Master Customer Experience And Operational ExcellenceApril 2014 “Understand The Digital Business Landscape”
© 2014 Forrester Research, Inc. Reproduction Prohibited 28
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
© 2014 Forrester Research, Inc. Reproduction Prohibited 29
› 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
© 2014 Forrester Research, Inc. Reproduction Prohibited 30
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.
© 2014 Forrester Research, Inc. Reproduction Prohibited 31
› 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.)
© 2014 Forrester Research, Inc. Reproduction Prohibited
Content and Process Enable Customer Experience And Operational ExcellenceApril 2014 “Understand The Digital Business Landscape”
Thank youCheryl 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 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
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Enabling Knowledge Work
Place Independent
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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
Productivity Services
Productivity Services
Innovation at the Speed of Open
Source
Search
Analytics
User Interface
Process
DigitalIntegration
Processing
Sourcing
Service
Manufacturing
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Products &Internet of
Things
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Productivity in theDigital Enterprise
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Shared Services
Alfresco EnablesDigital Government
Mobile Access
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Customer-centric
services
Location specific services
Smart Data
Meaning
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Top Employees
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