Alfresco Day BeNelux: The success of Alfresco
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Alfresco Day BeNelux: The success of Alfresco - John Pomeroy VP – EMEA at Alfresco
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Alfresco Day BeNelux: The success of Alfresco
- 1. Advancing the Flow of Digital Business John Pomeroy VP EMEA, Alfresco – Alfresco in Action
- 2. The Move to Digital Business is On Are You Ready?
- 3. Digital flow (noun): a state of maximum productivity in which people, processes, and information are connected quickly, seamlessly, intuitively, and effortlessly.
- 4. “Information finds me.”“I need information.”
- 5. Intelligently Activated Based on: • WHO I AM • WHERE AM I IN THE PROCESS • WHAT I’M WORKING ON • WHO I’M WORKING WITH • WHAT I’M TRYING TO ACCOMPLISH “Information finds me.”
- 6. High Cost of Slow or Broken Digital Flow €600M in administrative expense annually Inefficiencies in coordination of benefits Healthcare €5M - 8M in loss per year at global bank Inefficiencies in client-onboarding Financial Services €300M in lost productivity at F100 company Inefficiencies in sales enablement Manufacturing €700M 21M hours to respond to FOIA requests Inefficiencies in FOIA compliance Government
- 8. Ministère de la Justice Value Driver RAPID JUSTICE Digital Flow COURT DOCUMENTS Impact IMPROVED COURTROOM EFFICIENCY • Records go from paper to digital, accessible within minutes • Improved process consistency system-wide serving hundreds of courtrooms • Improved communication between the Ministry and its constituents
- 9. Michelin Value Driver SECURE COLLABORATION Digital Flow MANUFACTURING PROCESS Impact IMPROVED QUALITY • Improved collaboration around tire manufacturing documents • Improved compliance with retention policies • Encryption ensures security of company IP • One source of truth for 120,000 users and 15,000 groups “Alfresco is simple to choose and simple to use. It’s the platform that powers SalesConnect for Cisco, and brings together customer insights, recommended sales content and training, and powerful collaboration capabilities.”
- 10. Liverpool Women’s NHS Foundation Trust Value Driver MODERNIZE CARE DELIVERY Digital Flow CLINICAL COLLABORATION Impact IMPROVED PATIENT CARE • Faster collection and routing of patient information during phone triage • Elimination of manual processes and associated costs through automatic routing of e-forms • Richer, more complete electronic patient records, supporting the journey to a paperless future
- 11. BNP Paribas Value Driver EMPOWERING CLIENTS Digital Flow TRANSPARENT CLIENT JOURNEY Impact QUICKLY DIGITIZE CLIENT ONBOARDING • Deliver 200% faster time-to-market for new processes • Improve visibility and consistency of customer transactions • Reduce manual intervention • Increase Customer Satisfaction Index
- 12. • BNY Mellon - By seamlessly integrating our broad yet distinct expertise, as revealed in the solutions below, we help power your success in capital markets around the world. • JP Morgan - The firm focuses its investment and attention on three pillars: Economic Development, Financial Empowerment and Workforce Readiness. • BNP Paribas - Our highly committed teams will deliver first- class service and solutions to our clients through our integrated model. • Morgan Stanley - Opportunity for meaningful cost savings while investing over medium term through cross asset-class and cross-business technology conversion • Lloyds Banking Group - Our strategy through to 2017 has three priorities; creating the best customer experience, becoming simpler and more efficient, and delivering sustainable growth. Financial Services Strategy
- 13. • BNY Mellon - By seamlessly integrating our broad yet distinct expertise, as revealed in the solutions below, we help power your success in capital markets around the world. • JP Morgan - The firm focuses its investment and attention on three pillars: Economic Development, Financial Empowerment and Workforce Readiness. • BNP Paribas - Our highly committed teams will deliver first- class service and solutions to our clients through our integrated model. • Morgan Stanley - Opportunity for meaningful cost savings while investing over medium term through cross asset-class and cross-business technology conversion • Lloyds Banking Group - Our strategy through to 2017 has three priorities; creating the best customer experience, becoming simpler and more efficient, and delivering sustainable growth. Financial Services Strategy
- 14. • First-class service and solutions to our clients • Empowerment and Workforce Readiness • Seamlessly integrating our broad yet distinct expertise • Best customer experience, becoming simpler and more efficient • Cross asset-class and cross-business technology • Universal offering of products and services The Common Goals 17
- 15. So how do you advance digital flow?
- 16. Business Process (Typical Financial Product Simplified) Streamlining processes and providing easy access to relevant information at the correct time for customers and the business is key to both customer satisfaction and operational efficiency 19 BusinessProcess Promotion Enquiry Handling On- Boarding Administration Closing Multi-Channel Notification • Internal/IFA’s • Corporate/Individual Update/Change notices Validity Period Exceptions/Exemptions FAQ’s Qualification Risk Notification Cross-selling Check/Confirm • Identity • Domicile • Solvency Risk Assessment Exposure Check Accept/Reject Change • Management • Analysis Statements Projections Current & Projected v’s Limits Invoicing/Billing/Payments Check • Status • Policy Terms Statements Invoicing/Billing/Payments
- 17. Business Process (Typical Financial Product Simplified) Ensuring visibility across products and geographies provides further operational efficiencies and significantly reduces exposure to risk and compliance issues 20 BusinessProcess Promotion Enquiry Handling On- Boarding Administration Closing Promotion Enquiry Handling On- Boarding Administration Closing Promotion Enquiry Handling On- Boarding Administration Closing Promotion Enquiry Handling On- Boarding Administration Closing Promotion Enquiry Handling On- Boarding Administration Closing Promotion Enquiry Handling On- Boarding Administration Closing
- 18. Make Information Available Access, use and share with ease, deliver content with the task Put It In Context Rich attributes enable content to find users, not the other way around Evolve It Easily adapt to meet changing business needs Integrate It Connect processes and content to the applications used everyday 4 3 2 1 Ways to Advance Digital Flow
- 20. 90% 93% Why Alfresco Loved CUSTOMER RENEWAL CUSTOMER SUPPORT SATISFACTION OUTSTANDING CUSTOMER SERVICE Omega NorthFace Award
- 21. 2,000 11,000,000 7,000,000,000 Why Alfresco Trusted INDUSTRY LEADING COMPANIES USERS DOCUMENTS
- 22. Alfresco European Customers Government Finance Manufacturing Transportation & Utilities Healthcare Commercial
- 23. • What is your company’s strategy for becoming a digital business? • Does your technology strategy support your business strategy? • Where can you make improvements to customer experience or operating efficiency? Alfresco and our partners have helped many of the worlds leading organisations accelerate their path to digital flow, how can we help you? Final Thoughts
- 24. Thank you John Pomeroy – VP EMEA, Alfresco john.pomeroy@alfresco.com Skype - johnrpom
Notes de l'éditeur
- Today we’d like to discuss why digital transformation is the top strategy for most organizations, and really, what is the desired outcome? Is there an end state, or is this a new “state” that companies need to design for – in the way they serve their customers, your employees and how your ecosystem participates in the new model. We will also share what it looks like when you do it successfully. But first, a question …
- The move to Digital Business is On Companies of all sizes and industries are undertaking digital transformation initiatives. There are disruptive competitors, new customer expectations, and growth strategies requiring companies to consider that their move is not happening fast enough. It’s still early days in the shift to digital business…In fact, less than 25% of organizations have a formal digital transformation strategy according to a study by 451 Research (Digital Transformation: The what, the why, the how“). But becoming “digital ready” is high on the priority list. According to Forrester, IT leaders will be aspiring to digitize more workflows and content in the next 2 years. Click The question is: ARE YOU READY? And really, what does it mean to become a digital business?
- At Alfresco, we believe that a digital business is one that designs for new experiences, new business models and ultimately reaches a state of maximum productivity by leveraging technology to succeed. The digital marketplace is not just about managing process and the required content within those processes. It’s about conceiving of your entire business as though it were a platform—and maximizing the efficiency of that platform to achieve a state of digital flow. When you’re operating in digital flow, there’s no friction, there’s no unnecessary redundancy, and there’s no waste. Every action being performed adds value to your business.
- Ultimately organizations need to empower people to be their most productive. We hear many stories from our customers where they see the problem and the most simple level, they just need help to be able to find the information they need to do their job. First, you have the traditional thinking around access to information. We call that the “I-need-to-find-my-information” mindset. Basically, when your workers need content, they have to search for it. This represents a strategy that’s a bit old school, IT-controlled, and focuses primarily on the storage and access of content. (click) Contrast that with what digital flow would deliver. This is a user-centric approach that focuses on seamlessly integrating content and processes with the way people are actually working today. When your workers need to access or take action on information, they already have it; the platform serves it to them at precisely the right moment. We call that the “My-information-finds-me” mindset.
- By focusing on users, their work streams and processes, you can build content solutions that intelligently activate content for them based on who they are, what they’re working on, who they’re working with, and what they’re trying to accomplish. It’s driven by outcomes, not content. And it dramatically increases engagement, makes the flow of work more efficient, and delivers significantly more value to the business. Let’s take a look a few examples…
- Today’s organizations are feeling the pain of not reaching that desired state, and the costs are significant. For example: Inefficient coordination of benefits (COB) processes add $800M in administrative expense to the U.S. healthcare system every year (source: CAQH) Forrester reports that slow or ineffective client on-boarding results in $5M to $10M in loss per year at one global bank; another loses up to 5% of overall deals (source: Forrester) Inefficiencies in sales enablement and training cost one F100 manufacturer $375M a year in lost sales productivity (source: Cisco) And in government, the US government received more than 700,000 FOIA requests in FY2015. With each request requiring $1.2K and 30 hours to process (source: Armedia), that amounts to $856M and 21M hours (Total FOIA requests FY2015: 713,168; source: https://www.foia.gov/index.html)
- Here are some of the companies we’ve worked with to advance digital flow. And while they all have very different drivers of value for their organizations, they’re all aware that maximizing digital efficiency is a key goal. (click) Nike’s partnered with us to ensure that they can respond immediately to the unexpected sports moment by publishing relevant content on Nike.com and their social media channels. By seizing these buzz-worthy moments, they ensure their ongoing relevance of their legendary brand. (click) BNY Mellon set out to transform their business by building a single view of their customer, and empowering each customer with flexible ways to interact with the bank, and to deliver communications and services that anticipate their needs. (click) The United States. Department of the Navy (DoN) is one of the largest naval operations in the world. They streamlined their agency operations by consolidating their task and records management onto one solution that saves millions of dollars per year. (click) And Liverpool Women’s NHS Foundation Trust, the largest women's hospital of it’s kind in Europe, has significantly improved patient care and clinical collaboration during their journey to move paperless. By implementing electronic health records and digitizing clinical processes, patients now have much more individualized care, the hospital can build a more complete clinical picture of their patient, and clinicians get immediate access to the right information.
- Typically, records of courtroom proceedings are produced in paper. Before implementing Alfresco, the Ministry of Justice, France had no fast, efficient way of converting these documents into electronic format. Many time, courtroom documents were not converted to electronic format until long after proceedings ended. Without a fast, efficient way of converting these documents into electronic format, courtroom proceedings were slowed The Ministry of Justice, France, has rolled out over 210 instances of Alfresco One which means that each courtroom has 1 or more document repository. The application is called “Scan of Criminal Procedure” (NPP in French) and each court has its own instance used for scanning, OCR processing, indexing, storage and management of records of criminal proceedings Scan of Criminal Procedure enables the courts to simplify the work of judges and clerks by digitizing documents that are still officially in print, ensuring greater fluidity in the course of proceedings and real-time access to records of criminal cases. Additionally, the application simplifies documents access and the exchange of information between the services of the Ministry and its various partners.
- Project: DocShare Alfresco is acting as a central repository for document management, collaboration, retention of confidential and classified documents related to the tire manufacturing process in France Alfresco is used manage repository growth and to comply with document retention policies Encryption is used to ensure that sensitive documents associated with company IP are secure Migration from 10 instances of IBM Lotus QuickR Volume: 8 million documents, 1000 custom share sites, 120,000 users, 15,000 groups When the world’s largest deposit bank embarked on their largest technological transformation, they turned to Alfresco. The goal was to empower clients with more flexible, secure and efficient ways to interact with the bank. This meant automating key processes, understanding and anticipating customer needs, and providing a single view of the customer to all customer-facing employees. By better managing all of this information and making it more transparent, BNY has saved a significant amount of money, while at the same time dramatically increasing customer satisfaction.
- Liverpool Women’s Health has been on a mission to modernize care delivery. Part of this process was to move to an electronic patient records system and digitize clinical processes through the care continuum. The hospital digitized and automated the flow of patient information from the Emergency Room to treating clinicians, as part of an overall digital hospital strategy. This has significantly improved patient care, improved clinician collaboration and improved data quality. Triage teams can now collect and route patient information faster. They are using eforms to automate and digitize manual processes, which has reduced costs and improved efficiency. And the electronic patient record itself is not more complete, supporting the hospitals journey to a paperless future.
- When the world’s largest deposit bank embarked on their largest digital transformation, they turned to Alfresco. The goal was to empower clients with more flexible, secure and efficient ways to interact with the bank—in other words, to advance digital flow between their customers and the bank. This meant automating key processes, understanding and anticipating customer needs, and providing a single view of the customer to all customer-facing employees. BNY started with client onboarding. The bank launched this new digitized process in less than 3 months. By better managing all of this information and making it more transparent, BNY now delivers a 200% faster time to market for new processes and has dramatically increased customer satisfaction. When the world’s largest deposit bank embarked on their largest technological transformation, they turned to Alfresco. The goal was to empower clients with more flexible, secure and efficient ways to interact with the bank. This meant automating key processes, understanding and anticipating customer needs, and providing a single view of the customer to all customer-facing employees. By better managing all of this information and making it more transparent, BNY has saved a significant amount of money, while at the same time dramatically increasing customer satisfaction.
- The United States Department of the Navy (DoN) must constantly improve and streamline agency performance. By consolidating their task and records management agency wide onto one Alfresco based solution, DoN has increased tasking and workflow efficiency by 57%. This has saved them $20M per year and reduced classified records spillage by 80% all while meeting information, records management, and open government compliance standards and mandates such as DoD 5015.02.
- To Cisco, digital flow is all about effective sales enablement. With thousands of products and thousands of salespeople, the most important thing they can do is get the right marketing and product information in the hands of the right sales people at the right time. Cisco chose the Alfresco platform to consolidate over 60 different repositories, integrate with Salesforce and other tools, and enable more than 87,000 internal and external field agents in 151 countries to interact with, and share, over 50 terabytes of content and feedback in a collaborative environment. Cisco has addressed $375M in lost productivity as a result of this initiative. What’s more, this solution (SalesConnect) was built and deployed in just six weeks, now that’s fast time to value.
- Nike is an iconic brand in the sports world. Key to Nike’s competitive edge is their ability to respond immediately to “the sports moment.” Every minute matters when publishing digital marketing assets to Nike’s website and social media channels to a capitalize on a big team win or an athlete’s announcement. That’s why Nike has partnered with Alfresco technologies to develop a digital asset platform that the global marketing team uses to rapidly curate and route content. A process that required 2 to 3 days several years ago, now takes just 2 to 3 hours.
- Our vision is to make business flow faster, more seamlessly, and more intelligently—so that content finds users when and where they need it, processes directly improve outcomes, and organizations achieve more than they ever thought possible.
- At Alfresco, we believe there are four fundamental ways to advance digital flow. First, you need to make content available—easily accessed, used and shared. That means you need a platform with consumer-like search and usability, social and mobile features, and extended collaboration capabilities. (click) Second, you have to put it in context. Users want information to find them, not the other way around. If the purpose of each piece of content is understood, then it can be shared with the right users at the right time within the right application or process – simply and securely. Putting content in context requires a deep understanding of the user, a smart content engine, and built-in process awareness. (click) Third, information must be integrated in day to day business process and applications. Today’s content can live in many places, and users have many different work streams and applications for which they have to search through. For content to be truly valuable to the organization it must be easy to search or seamlessly integrated with tools and processes that are used everyday. Yet, it still needs to remain secure. To make this happen, integrations and processes must be easy to create, access (click) And finally, you have to be able to evolve. Your business doesn’t sit still. That means your content solution must be agile and intuitive – able to continually adapt to new types of content, new ways of working, and new applications and processes. And change is constant, so you need to be able to configure, extend, deploy, and adapt your solutions with ease – now and over time. (pause) So, the question that arises from all of this is obviously . . . (click) Do you have a platform in place that’s advancing digital flow? Can your current solution do everything I’ve just mentioned?
- The Alfresco Digital Business Platform is an open, modern, secure platform that intelligently activates process and content to accelerate the flow of business. It provides the fastest path for people to interact with information and for companies to respond to changing business needs. Process Services: High-performance business process management (BPM) capabilities allow organizations to automate, streamline and manage a wide range of business processes and accelerate digital transformation Content Services: Comprehensive enterprise content management (ECM) capabilities allow users to find, view, collaborate on and securely share digital content, both within and outside enterprise boundaries. <on click> Together, these services allow you to present content in context to advance digital business flows. <on click> Governance Services: Embedded records management and auditable process and task histories allow you to strengthen and show compliance with corporate processes and information governance policies. <on click> The platform has can be deployed on premises, in the cloud or in a hybrid cloud configuration. A managed service is also on the road map. <on click> The platform features open APIs and out-of-the-box integrations with leading business productivity, CRM and ERP apps so that information and content stored in external apps is readily available with the context of business processes. You can embed intelligence into business flows to enhance automation and minimize human intervention. And you can use analytics to improve business flows with insights into process performance and content use. <on click> On top of all this is the Application Development Framework, which gives development teams a rapid, consistent, unified experience for building applications on top of Alfresco Content Services, Process Services and Governance Services. You deliver outstanding experiences for employees and customers with a consistent modern interface across desktop, web and mobile devices. Standard pre-built components and an application generator eliminate repetitive development tasks, simplify reuse across enterprise applications and dramatically reduce time to business value. <on click> The platform has can be deployed on premises, in the cloud or in a hybrid cloud configuration. A managed service is also on the road map.
- We are committed to being open, our open-source platform is our true secret sauce. It gives our customers endless configuration options as well as the ability to tap into an expert community of over 30,000 developers.
- But the thing we are most proud of is the fact that our customers and their users love our solutions. They rave about the flexibility, the open platform, the seamless integration, and the opportunities for endless user engagement with their content. That’s why we have a 90% customer renewal rate, a 93% customer satisfaction rate, and we won the prestigious Omega NorthFace Scoreboard Award for outstanding customer service.
- If you’re just getting to know Alfresco, then you should know that we are passionate about helping organizations achieve their goals. We’ve been in business for over 10 years, and our team has decades of experience building innovative content solutions for the largest brands in the world. We are a global company with over 2,000 happy customers that collectively have more than 11 million users and 7 billion content assets. And most important, we regularly replace legacy ECM and BPM solutions with our more flexible, open approach.
- Getting customer logos 1. Government City of San Jose Ministry of Justice (UK) - MOJ Bristol City Council US PTO 2. Finance DAB Bank Caceis Investor Services Episcopal Church Pension Group P&V 3. Manufacturing Estrella Galicia Miller Group Getaz Miauton NXP Semiconductors Plastic Omnium Auto Exterior SA 4. Technology Optum Inc. Cisco Genesys BT Conferencing 5. Healthcare Liverpool Women's NHS Foundation Trust American Society for Clinical Pathology McKesson Specialty Health 6. Transportation & Utilities UK Power Networks Aker Oilfield Services Eurostar International BSA Limited KLM Ondeo Industrial Solutions SNCF Group Aggreko 7. Other (big brands covering M&E, Retail, Pharma) Saks Fifth Avenue Infinitas Learning Office Depot Stanford Graduate School of Business Harvard Business School Publishing FOX Dreamworks Sony Pictures
- So, before I wrap up here, I’d like to leave you with a few questions that we ask every new organization we talk to about advancing digital flow. These are things to think about, and we hope you’ll start a conversation with us: What is your company’s strategy for becoming a digital business? What are the business drivers for becoming more digital? (or business outcomes you are trying to achieve – growth, employee efficiencies…) Where can you make improvements to customer experience or operating efficiency? Does your technology strategy support your business strategy?
- Thank you for the opportunity to tell you more about Alfresco and our innovative solutions. We invite you to learn more from us here, at our website, or by emailing me directly. Thank you.