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- 1. Leveraging Information For Smarter Business Outcomes Tony Rummans VP, Information Management Software IBM Southwest Europe
- 2. Agenda How to Get Started…the IBM Information Agenda IBM Information On Demand Portfolio Our Smarter Planet and the Information Challenge Proceeding Along an Information-Led Transformation
- 3. The world is changing… becoming instrumented, interconnected, and intelligent On a Smarter Planet, new business challenges and conditions have placed a renewed urgency on optimization and a need for a new kind of intelligence…. Instrumented Interconnected Intelligent
- 5. … . but that information is not driving better decisions. 1 in 3 spent by knowledge workers each week just searching for and understanding information managers frequently make critical decisions without the information they need 19+ Hours 3 in 4 “… 40 exabytes of data created in 2008… more than created in the previous 5,000 years combined…” business leaders say more predictive information would drive better decisions Source: Various Industry Studies
- 6. Doing so empowers an information-led transformation Physician Telco Call Center Rep Loan Officer Retail Sales Associate … predict infection in premature newborns 24 hours earlier? … apply social relationships of customers to prevent churn? … adjust credit lines as transactions are occurring to account for risk fluctuations? … determine who to offer discounts at time of sale instead of offering to all? The key is enabling informed, real-time decisions at the point of impact, without requiring that everyone be an analytical expert Imagine if you could…
- 7. Organizations will reach a tipping point when they apply real-time analytics at the point of impact Information Agenda Deploy real-time predictive analytics & the supporting information platform Information-Led Transformation Additional benefit from micro-efficiencies Rapid, informed, confident decisions consistent across the organization Business Value Information and Analytics Use Over Time
- 8. What is needed for an information-led transformation? 3 elements required but you can start anywhere Apply business analytics to optimize decisions Establish a flexible information platform Plan an information agenda
- 9. How do you get started on an information-led transformation? IOD Software & Solutions; Information Infrastructure BI/Performance Management; Advanced Analytic & Optimization Services Information Agenda; BAO Strategy Services Apply business analytics to optimize decisions Establish a flexible information platform Plan an information agenda
- 10. Source: Accenture CIO Data Management Survey 2007. n=167 CIOs 75% of CIO’s believe their competitive advantage can be strengthened by better using and managing enterprise data 75%
- 11. Source: Accenture CIO Data Management Survey 2007. n=167 CIOs … but only 15% believe that their data is comprehensively well managed 15%
- 12. Times of Change… New Opportunities 11.1% CGR 5.1% CGR Business Optimization Business Automation Client Investment in Business Optimization Projects is Growing 2x as fast as Business Automation
- 14. Setting an Information Agenda Automation Application Agenda Optimization Call Center Operations Human Resource Management ERP & Financials
- 17. How do you get started on an information-led transformation? IOD Software & Solutions; Information Infrastructure BI/Performance Management; Advanced Analytic & Optimization Services Information Agenda; BAO Strategy Services Apply business analytics to optimize decisions Establish a flexible information platform Plan an information agenda
- 18. Business Intelligence & Performance Management Optimize business performance Realize fast time to value with adaptable, packaged BI applications IBM Cognos 8 Analytic Applications Drive dynamic, reliable and sustainable financial performance management practices IBM Cognos 8 Planning, IBM Cognos 8 BI, IBM Cognos 8 Controller IBM Cognos TM1 Make better, faster decisions by sharing, understanding, analyzing and sharing information IBM Cognos 8 BI Analytics & Optimization
- 20. Pre-optimized Business Intelligence Software triples out of the box performance* * Based on IBM Laboratory Tests. Actual results may vary depending on specific environment and configuration. IBM Smart Analytics System A Broad Range of Analysis, Dashboards & Reporting Analytics & Optimization
- 21. How do you get started on an information-led transformation? IOD Software & Solutions; Information Infrastructure BI/Performance Management; Advanced Analytic & Optimization Services Information Agenda; BAO Strategy Services Apply business analytics to optimize decisions Establish a flexible information platform Plan an information agenda
- 22. Leverage Information For Smarter Business Outcomes Information on Demand Software Portfolio Business Optimization Customer & Product Profitability Multi-channel Marketing Information Infrastructure Workforce Optimization Dynamic Supply Chain Financial Risk Insight Information Platform
- 23. Data Management Manage data over its lifecycle Lower the cost of data and improve service levels Free information to create new business value IBM DB2, IMS, Informix, solidDB, U2 Improve performance, cut costs and reduce risks IBM Optim, DB2/IMS tools Information Platform
- 25. Enterprise Content Management Optimize content, process and compliance management Capture, manage & leverage your enterprise content IBM FileNet Content Manager, IBM Content Manager, IBM Content Manager OnDemand Create insight from unstructured information IBM OmniFind Search & Content Analytics Optimize content-centric business processes IBM FileNet BPM Manage regulatory compliance IBM Content Collection & Archiving, IBM Classification Module, IBM Records Management, IBM eDiscovery Search & Analytics Information Platform
- 27. Trusted Information Management Create, manage, govern and deliver trusted information Get your arms around your data IBM InfoSphere Foundation Tools Deliver better business intelligence faster IBM InfoSphere Warehouse Get a single view of your business IBM InfoSphere MDM Server Consolidate your application infrastructure IBM InfoSphere Information Server Information Platform
- 28. Trust In Financial Services Firms Is Falling May 2009 “Trends 2009: European Retail Banking eBusiness And Channel Strategy” Trust Impacts Business… European Example Trust has, and continues to drop “ I trust Financial firms to treat me fairly & honestly”
- 30. Business Intelligence & Performance Management Optimize business performance Realize fast time to value with adaptable, packaged BI applications IBM Cognos 8 Analytic Applications Drive dynamic, reliable and sustainable financial performance management practices IBM Cognos 8 Planning, IBM Cognos 8 BI, IBM Cognos 8 Controller IBM Cognos TM1 Make better, faster decisions by sharing, understanding, analyzing and sharing information IBM Cognos 8 BI Information Platform
- 31. Information Infrastructure Securely manage information and mitigate business risks Keep information available & accessible Storage optimization & integration services, Business continuity & resiliency services, System Storage SAN Volume Controller, IBM Power Systems, System x and System z Retain & manage information more efficiently Data mobility services, Scale out file services, System Storage ProtecTIER deduplication, Tivoli Storage Manager Keep information secure & protected Information protection services, Internet Security Services, Tivoli Key Lifecycle Manager, System Storage DS8000 drive-level encryption, IBM Power Systems, System x and System z Reduce reputation risks and audit deficiencies Enterprise Archive Services, System Storage N Series with SnapLock, System Storage Archive Manager (SSAM) Information Platform
- 33. Information-Led Transformation at Commerzbank Real-time, Predictive Analytics Trusted Customer Information Enterprise-wide Expansion Advanced Analytics Trusted Information Information as an Asset Real-time Real-time Trading Positions, Real-time Risk Analysis, Withholding Tax Optimization, M&A Agility… Profitable Growth Cost Take-out & Efficiency Proactive Risk Management Over 200 Core Systems… Mergers & Acquisitions
- 34. Leading the Way in Southwest Europe … SNCF the French railway company handles hundreds of investment projects a year. SNCF called on IBM to help them optimize their financial performance related to hundreds of investment decisions they make yearly and to improved the linkage between headquarters and investment project directors. Implanet French medical device company worked with IBM to develop a proprietary new technology called BeepNTrack, to trace the location of surgical implants from manufacturer to implantation, ensuring medical professionals would have access to the right device at the right time, optimizing resources and aiding in recalls. Carrefour The largest retailer in Europe receives product information from 80,000 suppliers and manages more than 2,5M products at any point in time in its catalogue. They turned to IBM to help them reduce time to market for the introduction of new products with an optimized system which helps them accelerate the introduction of new product catalogues European Financial Services Firm Advanced anti-money laundering analytics brings fraud detection and avoidance closer to the point of contact through trusted information from sources including banks, casinos, census, property transactions and notaries.
- 35. Call To Action Plan your information agenda Deploy business analytics to optimize decisions Gain control with an information platform and infrastructure Drive Smarter Business Outcomes With IBM Information Management
- 36. IBM Leads Overall & in All Categories… “… You are definitely ahead of the competition. The question is by how much? Is it 2 years?” “… the only vendor in the leadership quadrant: Business Intelligence Services, Data Quality, Data Integration, Customer Data Integration, Info Access…” “… Since 2006, IBM has deliberately & doggedly constructed an unparalleled portfolio of software …it's difficult to see how any competitors will be able to compete anytime soon…” IBM has stayed maniacally focused on helping companies to build a trusted information layer. It adds technologies when they emerge as important differentiators.
- 37. Leveraging Information For Smarter Business Outcomes Thank you
- 38. Leveraging Information For Smarter Business Outcomes ADDITIONAL INFORMATION
- 40. Optimize decisions and transactions at every contact point without being an expert Historical analysis enables macro-optimization Contextual insight applied with precision at point of impact drives micro-optimization Typically enabled by each individual. The background analytics gives different business level suggestions in sub-seconds based on the few questions asked at the point of impact. Typically enabled by large historical data stores with modeling & analysis done by experts
- 41. Next Generation of efficiencies come from optimizing every decision, transaction or process at the point of impact… Micro-optimization Sense and respond Predict and act Back office Point of impact Instinct and intuition Real-time, fact-driven Foundational Breakaway Skilled analytics experts Everyone Automated Optimized
- 42. IBM’s Approach to Accelerate Information-Led Transformation Information-Led Transformation Smarter Planet/ New Intelligence Plan an Information Agenda Apply Business Analytics to Optimize Decisions & Actions Establish a Flexible Information Platform
- 44. IBM is Investing to Accelerate Information-Led Transformations Solutions Over 4,000 Dedicated Consultants Software Over $10B Software Investments Systems Leveraging Over $6B in Systems Level R&D Research 10 Years Research in Services; Largest Math Department in Private Industry
- 45. Optimize Decisions and Transactions at Every Contact Point without Being an Expert Historical analysis enables macro-optimization Contextual insight applied with precision at point of impact drives micro-optimization Typically enabled by each individual. The background analytics gives different business level suggestions in sub-seconds based on the few questions asked at the point of impact. Typically enabled by large historical data stores with modeling & analysis done by experts
- 46. Driving Micro-optimization Technologies into the Information Platform SPSS (in progress) Predictive Capabilities Cognos TM1 Real-time Financial Control InfoSphere Streams, InfoSphere CDC, SolidDB Real-time Financial Trading Systems Research Real-time Fraud Analytics
- 47. Provide real-time updates & statistics from live sporting events to customers Increase revenue by 15% annually 10-40% market share growth Market leaders are already on their journey Manage Geographic Information System (GIS) data for critical decisions Reduce costs by over $150,000 annually Reduce risks by coordinating emergency services & homeland security Gather and update clinical information to drive pediatric research Reduce administrative costs by 75% Ten Fold Increase in productivity for gathering research cohorts Create complete 360 degree view of over one million customer relationships Increase Revenue by effective cross-selling of new services to the customer base Streamline annual planning and budgeting for restaurants Reduce labor costs by over $2 Million annually City of Los Angeles
- 48. ? Sustained competitive advantage Desired State Flexibility & Speed Current State Information Intensive Projects Highly justified projects Information Based Enterprise … transform information into a trusted strategic asset that can be rapidly leveraged across applications, processes and decisions for sustained competitive advantage… … an enterprise with an Information agenda So, What’s Next? Helping our Customers Establish an Information Agenda Establish a business based information strategy Get started quickly, minimize risk and ensure long term success Leverage and extend existing IT investments
- 49. Bridging the Gap is a Necessity Driving Value with Information as a Strategic Asset Maturity of Information Use Business Value Desired State Flexibility & Speed Current State Information Intensive Projects 33% still here* * Based on Gartner 2007 Survey Information to Manage the Business Basic Information Interaction Data to Run the Business Focus on Data And Reporting Adaptive Business Performance Information as a Competitive Differentiator Real-time Single View of the Truth Information to Enable Innovation Information in Context Flexible Information Architecture 59% currently focused here*
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- Summary Cover agenda items Full Script We will talk about the data explosion in a smarter planet and the challenges as well as opportunities it presents for corporations and Government organizations. We will discuss organizations of all sizes who have worked with IBM to leverage the information for smarter business outcomes such as increasing revenue and employee productivity, while lowering costs and risks. We will discuss 2 part solution from IBM Information Management to addressing this information challenge – Information Agenda, a proven industry-based approach as well as technologies and services from IBM Information On Demand Portfolio. IBM Information Management offerings have helped thousands of customers leverage their information for smarter business outcomes and we will review how you can get accelerate your roadmap to accomplish your business goals! Let’s start by reviewing the Smarter Planet Concept first.. (Transition to Next Slide)
- Summary Set up the context for Smarter Planet with this. Our world is changing with more technology (instrumented), greater connectivity among all parts of the world (humans and machines) and therefore, more intelligent. This creates a set of new challenges and new opportunities for all of us. Full Script (based on Sam’s remarks to Council on Foreign Relations, Nov 6, 2008): First, our world is becoming instrumented: The transistor, invented 60 years ago, is the basic building block of the digital age. Now, consider a world in which there are a billion transistors per human, each one costing one ten-millionth of a cent. We’ll have that by 2010. There will likely be 4 billion mobile phone subscribers by the end of this year… and 30 billion Radio Frequency Identification tags produced globally within two years. Sensors are being embedded across entire ecosystems – supply-chains, healthcare networks, cities… even natural systems like rivers. Second, our world is becoming interconnected: Very soon there will be 2 billion people on the Internet. But in an instrumented world, systems and objects can now “speak” to one another, too. Think about the prospect of a trillion connected and intelligent things – cars, appliances, cameras, roadways, pipelines… even pharmaceuticals and livestock. The amount of information produced by the interaction of all those things will be unprecedented. Third, all things are becoming intelligent: New computing models can handle the proliferation of end-user devices, sensors and actuators and connect them with back-end systems. Combined with advanced analytics, those supercomputers can turn mountains of data into intelligence that can be translated into action, making our systems, processes and infrastructures more efficient, more productive and responsive – in a word, smarter. All of this progress poses new challenges and new opportunities for all of us (Transition to Next Slide) You want to optimize your business; especially in the current economic environment it’s essential that you look at operating differently if you want ensure success today and into the future. On a Smarter Planet, new business challenges and conditions (information overload, need for intelligence, more instrumented/interconnected world) have triggered a shift in spend towards optimization and a need for a new kind of intelligence… • Clients require analytic capabilities beyond sense and response to perceive, predict and perform real-time... • This shift will be as transformative as ERP and SCM in the way businesses work So this is the situation we find ourselves in… information is raging out of control, resulted in waste, inaccuracy and a high volume of missed opportunities. Enterprises are handling more information than ever before, but at the same they know they are not keeping pace. In effect, more information is available, and yet organizations are not optimizing the use of this information to understand past and current performance and plan for the future. Less of this information – and radically less of the information being created in real time -- is being effectively captured, managed, analyzed and made available to people who need it. The leading case in point is the current situation in global financial markets, where among myriad breakdowns, one vast gap was the ability to accurately assess risks. Fortunately, we are crossing a new threshold in our ability to manage pervasive information, analyze it to gain insight, predict risks and opportunities, and drive faster, smarter decisions and actions. This is New Intelligence..
- Summary Volume and variety of information (structured and unstructured) is exploding, as the Planet becomes Smarter. Also, current economic times require corporations and governments to analyze new information faster and make timely decisions for achieving business goals! Full Script There are several factors driving the need for a new way of looking at information and the way we make decisions based on that information… Volume of Digital Data: The data explosion, of course, but also shifts in the nature of data. Once virtually all the information available to be "processed" was authored by someone. Now that kind of data is being overwhelmed by machine-generated data – spewing out of sensors, RFID, meters, microphones, surveillance systems, GPS systems and all manner of animate and inanimate objects. By 2010, the amount of digital information will grow to 988 Exabytes (equivalent to a stack of books from the sun to Pluto and back) Every day, 15 Petabytes of new information are being generated. This 8 times more than the information in all U.S. libraries The number of emails sent every day is estimated to be over 200 billion By 2010, the codified information base of the world is expected to double every 11 hours Variety of Information (diversity and heterogeneity): With this expansion of the sources of information comes large variance in the complexion of the available data -- very noisy, lots of errors -- and no time to cleanse it in a world of real-time decision making. 80% of new data growth is unstructured content, generated largely by email, with increasing contribution by documents, images, and video and audio 38% of email archiving decisions receive input from a C-level executive and 23% from legal/compliance professional The average car will have 100 million lines of code by 2010; the Airbus A380 alone contains over 1 billion lines of code Velocity of Decision Making: This is about optimizing the speed of insight generated as well as confidence that the decisions and actions taken will yield the best outcomes based on more proactive, planning around the management and use of information sources, and creating far more advanced predictive capabilities: Every week, the average information worker spends 14.5 hours reading & answering e-mail, 13.3 hours creating documents, 9.6 hours searching for information, 9.5 hours analyzing information For every 1,000 knowledge workers, $5.7 million is lost annually in time wasted reformatting information between applications. Not finding the right information costs an additional $5.3 million per year An Institute for Business Value Agile CFO Study in 2007 indicated that only 9% of senior finance executives believe they excel at gathering, interpreting & conveying information to senior management 42% of managers say they inadvertently use the wrong information at least once per week New Data New Information: All of this data is creating challenges – It also provides an excellent opportunity for driving new information and business insight! Companies are governments are looking at ways to sort through the data, understand and connect the key pieces of information and drive smarter business outcomes based by leveraging the information assets! (Transition to the next slide)
- Despite this abundance of information, too many businesses are not putting it to use to drive better decisions. 1 in 3 managers frequently make critical decisions without the information they need 3 in 4 business leaders say more predictive information would drive better decisions And over 19 hours each week is spent by knowledge workers searching for and understanding information. What does this mean? It means we can’t just keep doing what we’ve been doing… Additional statistic: 3 in 5 organizations don’t share critical information with partners and suppliers
- Most organizations have invested heavily over many years in a variety of applications and systems to automate their business processes. The information from these applications is typically locked in silos or consolidated into a data warehouse for historical analysis and reporting by expert business analysts. These systems enable “macro-optimization;” that is, the analysis is designed to support major business decisions such as production planning, sales management, and capital investments. While these investments generate many benefits for the business, the majority of the daily decisions made by individuals throughout an organization are still based primarily on intuition and instinct. Indeed, most employees and departments don’t have access to run the customized analyses they need to support the specific real-time decisions that need to be made. The next generation of efficiencies can be achieved by providing precise, contextual analytics and insight at the point of impact – answering the question “is this a risk or opportunity and what is the best action that should be taken.” Doing so will drive “micro-optimization,” improving insight into customers, processes and business patterns to drive better real-time decisions and actions in every corner of the organization. Imagine if you could: … predict infection in premature newborns 24 hours earlier? … apply social relationships of customers to prevent churn? … adjust credit lines as transactions are occurring to account for risk fluctuations? … determine who to offer discounts at time of sale instead of offering to all? Organizations are starting to do so today, by accelerating their progression along an information-led transformation . These organizations are not only removing blind spots and optimizating their “macro” decisions (e.g., which new products to introduce to market) ) but also their “micro” decisions (e.g., how a call center representative can maximize a sale by factoring in new information and on-the-spot analytics to create the optimal offer ). Capturing this next generation of efficiencies comes from enabling all users – especially those close to the point of customer contact, or the point of greatest impact – to run analytics that are tailored to the current situation. The result is decisions made in real time that are much more closely aligned than historic approaches have allowed for. This is the critical distinguisher for an information-led transformation
- As organizations proceed along their information-led transformation – in this example having started by establishing a strategy for their information through the IBM Information Agenda approach, they will reach a tipping point when they start to bring in real-time predictive analytics and the necessary information platform and infrastructure to support it. The result is a marked acceleration in their ability to optimize their business. The gap between their original path and this accelerated, steeper path represents the benefits they see from being able to make rapid, informed, confident decisions that are consistent across the organization - from a new kind of “ micro -efficiencies” that come from enabling all users to run real-time analytics, applying analytics as close as possible to the point of customer contact.
- To realize these breakaway capabilities and accelerate the journey along an information-led transformation, organizations need to focus on three areas: Planning an information agenda: Organizations must have a strategic plan to align their information with their business objectives, including situations that may be unique to their industry or organization. Applying business analytics to optimize decisions: Organizations need to be able to make better, faster, more accurate decisions through planning, monitoring, reporting and predictive analysis of their information. Establishing a flexible information platform: Organizations need to have the necessary agility in their technology platform, infrastructure and common software services to support their needs at an optimal cost and to ensure that information can serve as a trusted asset that can be shared and securely accessed by all who need it, when and where they need it. While organizations can start anywhere – from taking a strategic view of the business, or tactically looking to expand on a data warehouse or master data management project, for example, best practices have shown that for an information-led transformation, all three elements (information agenda, analytics & optimization, and information platform) must be addressed. According to research from the IBM Institute for Business Value, industry out-performers are 8 times more likely to pursue information-led transformation at an enterprise level than industry under-performers. By undertaking these three areas, organizations will reach a tipping point in their ability to optimize their business, accelerating along their information-led transformation by applying predictive analytics at the point of impact, customized to each specific situation. They will discover a new kind of intelligence and capture new efficiencies that result from making actionable insight available at the point of greatest impact. Let’s look at each of these three areas in turn, starting with the importance of planning an information agenda.
- Now let’s look at how establishing an information agenda and aligning your information with your business strategy can allow you to better use information that you may already have, and identify the information you need. Planning an information agenda can allow you to: Establish an information-driven strategy & objectives to enable business priorities Identify information requirements and gaps Discover & design trusted information with unified tools and expertise to sustain competitive advantage over time Accelerate information-intensive projects to speed both short- and long-term returns on investment
- 09/06/10
- The explosion of information in every organization today is creating challenges for business leaders as well as technology leaders. The lack of trusted information — information that is accurate, timely and relevant — is on the minds of CEOs and senior executives around the world. The cost and complexity of managing increasing volumes of data and content, combined with the need to provide trusted information to every user for every transaction, are driving CIOs to rethink their approach to information delivery. An information agenda serves as both strategy and tactical roadmap, bringing together the people, processes and technology necessary to transform increasing volumes of information into a strategic, trusted business asset.
- Summary Time to make the transition from Application Agenda to Information Agenda.. Full Script Let’s look at the landscape within which our customers have been operating to understand the need for an Information Agenda. Application Agenda - To help drive efficiencies and competitiveness our customers have been focused on an Application Agenda . Enabling Faster Processing at a Lower Cost. Deploying ERP, CRM, HRM, SCM, Financial Management packaged or custom built applications to drive faster processing of a business function at a lower cost. This is good! It has enabled a business to be more competitive and streamline their operations. Information Agenda - While business automation is good, our customers are finding this is not enough. As our customers’ competitors are deploying application based agendas the ability to compete with an application agenda alone is diminishing. As our customers need to respond quickly to an ever changing global landscape, they want to move beyond automation to optimization and an Information Based Agenda for competitive gains. They want to optimize relationships they have with their customers, cross selling and up-selling across their portfolio of offerings at any customer touch point. They want to optimize their product portfolio, accelerating time to market of new products. They want to do real-time product bundling or promotion at the point of interacting with their customers. They want to look across their relationships of customers and suppliers and optimize the interactions. We call this business optimization and customer have realized that they need to focus on this to get to the next level – higher revenues, greater productivity, lower costs and risks and increased pace of innovation! Information Agenda is the proven approach to help you accomplish this! As we are discussing all of this, it’s important to come back to what Smart Business Outcomes do we want to drive in our organizations (Transition to Next slide)
- “… IBM Roars into Business Consulting…” BusinessWeek April 14, 2009 “… IBM is putting all the parts and pieces together. …” Merv Adrian’s IT Market Strategies April 13, 2009 “… IBM is “moving from strength to strength” …” Forrester Research April 13, 2009 “… leaders need to know what's really going on in their businesses…” IDC, in Bloomberg News April 14, 2009 “… another in a series of genuine announcements where different groups within IBM are quite explicitly working together…” Bathwick Group April 14, 2009
- Now let’s look at the impact to the organization of applying business analytics to optimize their decisions
- Summary Review Business Intelligence (BI) and Performance Management (PM) Capabilities provided by Cognos and the business value they drive for organizations. Full Script BI and PM are relatively new components of IM and what’s exciting is that this software takes the value of all the information infrastructure investments and cascades the benefits of those investments to the business users throughout the organization. These are the components that deliver the information required by business users to inform their decisions. There are three categories of decision making capabilities: <Build Slide> BI - better, faster decisions are enabled by sharing, analyzing and understanding the right information Financial Performance Management (FPM) – Software and solutions that drive dynamic, reliable and sustainable financial PM practices Analytic Applications – Fast time to value with adaptable, packaged BI applications. BI provides intuitive, highly visual access to information that matters to decision-makers. It’s Based on a purpose-built, SOA platform that provides a common, consistent view of information across BI capabilities, and is easy for IT to manage and deploy. It includes: Query and Reporting Flexible self-service access to information Single report authoring environment with automated delivery of information in context Analysis Ability to drill for detail, slice and dice information, and do ‘what-if’ scenario modeling to gain further insights Dashboards and Scorecards At-a-glance view of information to measure and monitor financial and operational performance Financial Performance Management which includes Financial Analytics and Reporting Analyze and optimize performance Enterprise Planning Plan, forecast and control enterprise resources Financial Consolidation and Scorecarding Monitor strategy and report with confidence Analytic Applications Packaged BI solutions that are highly adaptable, and provide answers to business issues for workforce, finance and banking risk Let’s talk about how LVMH utilized Cognos capabilities to increase sales force productivity and customer loyalty (Transition to Next Slide)
- Summary LVMH customer case study. Full Script Customer Need: LVMH Perfumes & Cosmetics realized that in order to remain competitive and tap on the growing consumer market in Asia Pacific, they needed to understand the drivers behind its customers’ buying behavior and their preferences. Customer Loyalty programs are the key to the success of any luxury brand. A well planned and executed loyalty plan aims to help attract customers and retain existing customers. Very often, the sales and profitability of a luxury brand is directly proportional to the success of the loyalty plan. CRM deployment to address the need LVMH initially started with an application based approach and invested in a CRM system. Although it did provide some much needed functionality it did not provide competitive advantage. The CRM system could not adequately meet brands’ needs for fast, simple yet comprehensive reports and analyses. The system, as with most applications, was built to serve one specific purpose. Any new requests for information had to follow a procedure that complicated the reporting process and slowed down analyses and decision–making on promotions as well as sales and marketing campaigns. Application Agenda to Information Agenda; In order to use information competitively, they shifted their focus from application based systems to an information based agenda that included creating an environment where multiple users for multiple business purposes – sales, marketing promotions, in-depth analyses for strategic marketing and product development could leverage and share information across the company. By migrating to an information centric approach for IT, they addressed head on the challenges of: Improving business performance through a robust data integration and business intelligence platform Creating a competitive advantage by having access to key performance indicators across Sales, Marketing, Finance and Logistics/Supply Chain Creating organizational flexibility which will allow the company to improve its decision-making process Cognos Solution: They deployed IBM Cognos ReportNet’s web services-based architecture to provide seamless integration and adaptive authoring for quicker results. They deployed IBM Information Server DataStage and IBM Information Server DataStage Pack for SAP R3 to integrate data front and backend systems to leverage existing infrastructure and set standard for continued trusted information. They ensured an environment to feed multiple data marts which are used for multi-dimensional analysis and reporting, as well as portal accessed by web users via a rich client. Benefits Significant increase in productivity and effectiveness of sales force – real-time data feed sent to mobile hand held devises of sales team Quick access to key commercial variables improved negotiations with customers Improved ability of sales executives to evaluate clients’ portfolios (profitability analysis) Improved product mix based on better customer understanding Case Study Details: http://www.cognos.com/newsletter/business/st_061018_05.html http://www.cognos.com/pdfs/success_stories/ss_lvmh.pdf
- To make it easier for organizations to capture the value from analytics, we recently introduced several Smart Analytic System solutions. The IBM Smart Analytics System business intelligence capability is a fully integrated turn key analytic offering combining powerful business intelligence capabilities and time tested IBM hardware designed to provide an off the shelf Business Intelligence system that hits the ground running. The system provides all the key capabilities of reporting, analysis and dashboards to enable fast answers to key business questions delivered as a cost effective, modular solution designed for rapid deployment and to grow with your business. Drive Your Best Business Outcomes with... A Single Consistent View of your Business, through... Integrated Reporting, Analysis, Scorecarding, Dashboarding, Planning and Analytic Capabilities... Pre-tuned for Optimal Performance, delivering... Rapid Time To Value & ROI The IBM Smart Analytics System business intelligence capability puts the power of analytics in the hands of business executives requiring a complete, fast time to value Business Intelligence solution allowing users to quickly extract maximum insight and value from multiple data sources and deliver a consistent view of information across all business channels getting this intelligence to the right place at the right time to maximize revenue.
- Now let’s look at how you can establish a flexible information platform for your organization
- Summary IBM Information Management provides Information On Demand Portfolio with 4 starting points for you to start addressing the information challenge and get to smarter business outcomes. These will help you address your pressing issues for information management. The Information Agenda is the proven approach, which will leverage the IOD portfolio and add methodology as well as industry-specific assets for building your strategy and roadmap. Full Script Let’s look at how you can leverage information for smarter business outcomes with IBM Information Management. Here are the four starting points to start addressing your information management challenges. First starting point is “Manage Data Over its Lifecycle”. This is about managing all of your structured data – what resides in your database. You need a robust, scalable and flexible infrastructure to manage all of your structured data and you want to keep it safe, secure and accessible and you want to retain for as long as you need it for regulatory compliance needs. That’s what we mean by “Manage Data Over its lifecycle”. The second starting point – “Optimize content, process and compliance management” will provide a streamlined solution for managing all of your unstructured content. This goes back to the information challenge we talked about – Over 80% of data being generated today is unstructured content – paper documents, faxes, emails, audio and video files. You need an integrated solution to manage this unstructured content in the context of your business processes and you want to leverage it for your compliance needs. As you build your foundation with structured and unstructured data, you have the need to integrate this data from multiple repositories – applications, databases and file systems, to build a single view of your key business entities : your products, customers, suppliers and your citizens for example. The third starting point is all about creating “Trusted Information” in your organization. Gaining meaningful insights from this information so that you can make the critical decisions that drive smarter outcomes is how you “ Optimize your business performance ”. This puts planning capabilities, measuring and monitoring and reporting and analysis capabilities into the hands of the business users through out your organization so they can find answers to the three questions that drive performance: How are we doing? Why? What Should we be doing?. As you deploy these technologies and services to manage structured and unstructured content, build trusted information and optimize business performance, Information Agenda provides you with the proven industry-based based approach and assets to build your strategy and roadmap. Information Agenda is the result of our work with thousands of customers, who have successfully leveraged IBM Information On Demand Portfolio. It provides you with targeted workshops and industry accelerators to put your strategy as well as roadmap together for accomplishing your business goals!
- Summary Review Data Management Capabilities and business value provided.. Full Script Data management provides a robust, scalable and secure solution to manage all of your structured information. Let’s talk about couple of capabilities of data management and how they help you achieve smarter business outcomes. Database Innovation IBM’s leading database technology, DB2 provides deep compression to help you address one of the biggest challenges facing your IT department – As the data grows, how do I minimize additional costs for managing the data? DB2’s deep compression capabilities can help reduce the storage requirements by as much as 70%, allowing you to manage more data in your backend database, without adding hardware. As companies collaborate with each other to exchange product, order and shipment information, they frequently use XML messages for this communication. DB2 supports storing all of your XML content, in addition to the relational data. Last, but not the least, there’s an urgent need to improve performance of your mission-critical applications such as SAP ERP and Siebel or PeopleSoft CRM. DB2 provides unparallel scalabiity and availability to ensure that your application perform and meet your business needs. Integrated Data Management In addition to the database technology, IBM provides Optim Data Growth solution to improve the performance of your mission-critical applications. As the data accumulates in the production instance of an application like PeopleSoft over years, the application performance slows down, affecting business user productivity. Data growth solution based on Optim technology archives business information from applications like PeopleSoft, providing access to the information to any applications that need it. Optim technology also provides capabilities to keep your data secure and private. Let’s talk about Corning next, and see how they saved millions of dollars in costs using Data Management! (Transition To Next Slide)
- Summary Customer case study for Corning - deployment of Optim Data Growth solution to reduce costs (by eliminating storage requirements) as well as improve performance of PeopleSoft ERP application. Full Script Corning is the world leader in specialty glass and ceramics and is a household name that needs little introduction. Business challenges - Consistent data growth of 25% to 30% annually had caused significant performance issues throughout their PeopleSoft environments from payroll processing to closing the books at month end - During previous PeopleSoft upgrades there was so much data that they did not migrate all of the data into their current versions. There was a real concern whether they would pass their SOX audit as a result - Corning was in the middle of a global consolidation project of over 20 regional PeopleSoft instances to 2 main instances which were to be located out of Corning NY Corporate. Business Benefits Achieved full ROI of $10 million over a 3 year period and a payback in 9 months Derived noticeable benefits from improved response time, shorter batch windows and faster processing times by an average of 60% Implemented an information lifecycle management approach and tiered storage strategies for managing enterprise data, by adopting international best practices that support data retention and privacy compliance initiatives As a part of the next phase of rollout, Corning will be decommissioning their old versions of PeopleSoft and other legacy applications Let’s talk about the next component of the IOD portfolio, which will help you manage your instructed content in context of your business processes (Transition to Next Slide)
- Summary Review Enterprise Content Management Capabilities and business value provided.. Full Script Enterprise Content Management (ECM) provides a single, integrated solution for managing all your unstructured data in context of your business processes. Let’s talk about couple of capabilities of enterprise content management and how they help you achieve smarter business outcomes. Over 80% of all data is unstructured and it comes in various forms from outside your organization: by email, fax, as paper documents in the mail etc. ECM allows you to manage any type of electronic content. This content can include Lotus Notes and Microsoft Exchange email, files stored on file shares, Microsoft SharePoint or Lotus Quickr, reports, and SAP data. Last, but not the least ECM will help you manage paper - whether paper sent around the organization as part of inefficient manual processes, or paper sitting in warehouses or in archive rooms. ECM has four main areas of capability: - accessing and managing all forms of content - enabling organizations to transform their business processes, - securing and control information related to compliance needs including regulatory needs, litigation or good business practices - gaining insight from unstructured information Corporations and government organizations are gaining huge cost savings by moving from paper based records to electronic records and by streamlining their manual, ad-hoc business processes into a single, integrated system for managing all the unstructured content with a unified and automated business process! They are reducing their regulatory exposure, a major concern with paper based records and improving productivity of their employees, all the while driving down the cost of managing unstructured data! The IBM ECM portfolio integrates business process management to improve business agility and effectiveness, serving up content in context of daily, critical decisions - just at the moment it matters most. We call this – Agile ECM! In summary, Agile ECM Supports ‘Content Anywhere’, the management of Content wherever it resides. Activates Content to include it in Enterprise Business processes makes it a first class source of decision-making insight with breakthrough content analytics Helps to ensure Enterprise Compliance Allows businesses to be more flexible and adapt faster. It makes them more agile. Let’s talk about JB Hunt next, and see how they added nearly a million dollars to their annual revenue using Enterprise Content Management! (Transition To Next Slide)
- Summary JB Hunt implements ECM to increase revenue by $870K annually and increase productivity of their billing staff by 6 times! Full Script: Customer Testimonial Video at http://tinyurl.com/cnk54c – please play it if appropriate.. Let’s look at one company that has embraced change and turned their challenges into revenue. JB Hunt is one of the largest transportation logistics companies in North America. A huge percentage of the goods that drive commerce in North America are transported on trucks. However, the logistics around delivery have not always been well coordinated. Trucks can arrive when the receiving client is not prepared to unload and take delivery resulting in inefficiencies in time, cost and fuel. JB Hunt saw these challenges not only as a way to improve their efficiency, but also as a way to capture revenues they had been missing. They achieve this Smarter Business Outcome by implementing a variety of BPM driven processes, one of the most profitable in tracking and billing for delivery delays. Their existing contracts already required customers to pay fees when they delayed deliveries, however, the process to capture and track these fees to ensure they were collected was manual and complex. Addressing this challenge involved a sophisticated integration of multiple existing technologies and information sources – customer data, contracts, legacy systems, real-time monitoring and satellite-linked computers. The goal was a complete transformation in the way driver detention (delay) events are captured, administered and invoiced. They developed a BPM-driven solution that captures and bills chargeable driver detention events. Here’s how it works: Delays are automatically identified through satellite-linked computers installed on every J.B. Hunt truck. Once a delay is identified, an e-mail is generated and sent to the detaining facility, notifying the customer of possible charges. These notifications are automatically determined by the specific contractual agreement between J.B. Hunt and the detaining customer. Highest priority delays are funneled to the next available J.B. Hunt delay specialist, ensuring timely processing. For customers requiring authorization for delay charges, HAWK (The JB Hunt BPM application) automatically sends an electronic form requesting approval. Once all contractual requirements have been met, charges are automatically processed and sent to the customer for payment. The Key Take Away is the business benefit: J.B. Hunt expects to net more than $1 million by driving customer supply chain solutions through real-time visibility to delay information, elimination of repetitive work, and encouraging better driver utilization by faster throughput at shipping facilities. They streamlined billing by automatically processing 60-90% of the bills, and reduced staffing requirements for billing operations by 83%. Now, 1 billing clerk does the work that 6 clerks used to do. JB Hunt can now quickly identify and fix bottlenecks before they cause issues. And, they automated dray carrier assignments and payments, adding $870K in revenues annually. (additional details follow for background in the speaker notes on this specific case study) Additional Information: Industry – Transportation and Logistics Applications – Archiving, Billing, Dray Carrier Management, Driver Delay Management IBM Products • IBM FileNet Business Process Manager • IBM FileNet Content Manager • IBM FileNet Email Manager • IBM FileNet Forms Manager • IBM FileNet Image Manager Key Benefits • HAWK Power Detention System expected to net more than $1 million annually • Reduced staffing requirements for billing operations from six billing clerks to one; expertise of the impacted staff was applied to new positions in other areas where value can be added • Automatically-generated billing moved from sixty to ninety five percent • Complete billing process visibility permits rapid identification of bottlenecks • Eliminated cost and inefficiency of manually processing dray work assignments and payments Business Challenges The challenges of manually managing tens of thousands of documents associated with the daily shipment transactions included an increasing amount of physical space devoted to document storage, delays in finding and accessing specific documents held in storage, risk of misplacing or losing a document, as well as costs and delays in making and forwarding copies. In 2000, J.B. Hunt made an initial investment in IBM ECM (Enterprise Content Management) to address these problems. Based on the success of the initial application, they applied their experience and deployed additional IBM ECM capabilities to address more complex business challenges, attacking three problematic areas - billing, dray carrier management and driver delay management. Billing : The existing billing process was complex, labor intensive and time consuming. Data was being entered manually. Customer service agreements required invoices to be generated using different rules for each customer, yet there were no means to centralize and coordinate the numerous billing rules. It became increasingly difficult to produce timely and accurate billing at month’s end, requiring additional customer service efforts. Billing issues threatened to affect J.B. Hunt’s customer service reputation and cash flow. Dray Carrier Management: J.B. Hunt often relies on independent carriers to transport rail containers to the nearest railway terminal. Coordinating shipment assignments and payments for independent carriers - known as dray carrier management - was primarily a manual processes, dependant upon knowledgeable staff to coordinate hundreds of independent carriers transporting thousands of containers annually. J.B. Hunt realized ECM could be leveraged to significantly improve dray carrier management by replacing manual work with automated processes. Driver Delays: Upon pickup or delivery, carriers allot a certain amount of wait time – typically one to three hours, depending on the service level contract. When a driver is detained longer than the allotted time, charges accrue. Tracking and reporting “detention” time was primarily the responsibility of a large administrative staff. In reality, accurate tracking and reporting was difficult to obtain. When delays were reported, the process of accurately applying these customer charges required extensive searches through data-intensive mainframe screens, e-mail documents and printed customer agreements. Legitimate charges were sometimes missed due to interpretation errors, time constraints and volumes of information requiring manual processing. Solutions J.B. Hunt initially applied IBM ECM capture, imaging and business process management capabilities to deal effectively with the high volumes of documents – bills of lading, delivery receipts, claims documents, accounts receivable, accounts payable, and driver logs – associated with customer transactions. The application reduced, if not eliminated, the need for file cabinet storage, prevented the loss of documents, allowed employees to quickly and securely access the necessary documents electronically, streamlined document processing, and set a precedent for the business value of ECM. Billing: J.B. Hunt applied IBM ECM to improve its billing process by eliminating manual processes, establishing a central set of billing rules to improve billing accuracy, and utilized BPM (Business Process Management) to identify and rectify any bottlenecks in the automated process. Dray Carrier Management: J.B. Hunt then focused on improving dray carrier management by creating a BPM application to automatically process work assignments and carrier payments. The application effectively eliminated the time-consuming, manual task of scheduling carriers and confirming deliveries previously coordinated by J.B. Hunt staff and transferred these responsibilities to the individual carriers who could remotely access the web-based portal, accept or reject pickup or delivery assignments and submit paperwork required for payment. The carrier electronically sends in paperwork once a job is complete, automatically triggering a payment from J.B. Hunt. Driver Delays: The most significant application of IBM ECM involved a sophisticated integration of multiple technologies and information sources – customer data, contracts, legacy systems, real-time monitoring and satellite-linked computers. The goal was a complete transformation in the way driver detention events are captured, administered and invoiced. J.B. Hunt’s HAWK Power Detention system is a BPM-driven workflow solution that captures and bills chargeable driver detention events using web-based GUI screens. Delays are automatically identified through satellite-linked computers installed on every J.B. Hunt truck. Once a delay is identified, an e-mail is generated and sent to the detaining facility, notifying the customer of possible charges. These notifications, built using IBM FileNet Content Manager and IBM FileNet Email Manager, are determined by the specific contractual agreement between J.B. Hunt and the detaining customer. Highest priority delays are funneled to the next available J.B. Hunt delay specialist, ensuring timely processing. For customers requiring authorization for delay charges, HAWK leverages IBM FileNet’s Business Process Manager, Forms Manager, Email Manager and Content Manager to send an electronic form requesting approval. Once all contractual requirements have been met, charges are automatically processed and sent to the customer for payment. As a result of the increasingly valuable benefits that IBM ECM applications have demonstrated, other operating segments within J.B. Hunt are considering business process management applications as a way to potentially increase process efficiency and improve service quality. Key Benefits Beginning with the initial application for managing the volumes of documents associated with shipment and customer transactions, J.B. Hunt was able to: • Reduce cost, risk and inefficiency of paper document storage and retrieval • Centrally and securely manage critical corporate documents • Provide employees with instant and secure access to necessary documents Applying IBM ECM capabilities to the billing process allowed J.B. Hunt to: • Increase efficiency and accuracy by eliminating manual tasks in the billing processes • Improve billing accuracy by establishing a central set of billing rules • Improve automatic billing from sixty to ninety five percent • Easily identify and rectify any bottlenecks in the automated process The dray carrier management application enabled J.B. Hunt to: • Eliminate cost and inefficiency of manually processing dray work assignments and payments • Allow independent carriers to remotely accept pickup and delivery assignments, submit invoices, and automatically generate payment for services The sophisticated HAWK Power Detention system allowed J.B. Hunt to transform the entire process, providing the specific benefits of: • Automatically monitoring driver delays and applying the appropriate billing charges • Improving driver morale, increased driver revenue potential as a result of the ability to promptly handle driver delays • Eliminating errors, saving additional costs and time as a result of automating the process • Netting the company more than $1 million annually
- Summary Review Information Integration, Warehousing and master data management Capabilities provided by InfoSphere and business value provided.. Full Script InfoSphere helps you build Trusted Information in your organization. Let’s talk about couple of capabilities of InfoSphere and how they help you build Trusted Information and achieve smarter business outcomes. Design & Governance As you start looking for ways to leverage your information for smarter business outcomes, one of the first things you will need is to get your arms around the data – the data you have, the data you need and figure out how to bridge the gap between the two. InfoSphere foundation tools play a key role in helping you do this. InfoSphere foundation tools is an integrated set of tools that help you discover and map your information sources, understand the structure, content and quality of information available and assess the gap between available information and what’s needed for a specific project – such as an ERP implementation, a data warehousing project etc. InfoSphere foundation tools also play a key role in data governance – after you have implemented your project, for example, an SAP ERP deployment, InfoSphere foundation tools can query your ERP deployment on a regular basis (typical weekly) to assess the quality of information over time and provide you with valuable information such as the information quality for a specific part of your business is deteriorating over time. InfoSphere foundation tools will also help you identify the root cause why information quality is deteriorating through its information lineage capabilities (where did this piece of information come from?) Information Integration Once you have got your arms around the data with Foundation tools, next task is to figure out how to get from the source to the destination in the right structure, content and quality. One of the major hurdles to realizing benefits of deploying ERP system like SAP or CRM solution like Siebel is lack of trusted Information.. As organizations are deploying these applications, they realize that the data from existing legacy systems is inadequate : Legacy data typically has duplicate records, standard data fields such as addresses do not have a consistent format and critical information is missing. InfoSphere Information Server provides technology to extract information from legacy systems, remove the duplicates, standardize the data fields and allow business users to fill out the missing information needed for new applications. Master Data Management In addition to integrating and cleansing information from legacy systems, organizations need to have a single, consistent and comprehensive view of their key business entities – products, customers, suppliers, citizens etc. This is where InfoSphere’s master data management capability comes in. InfoSphere Master Data Management or MDM server allows corporations and government agencies to consolidate and manage key business entities and it provides extensive portfolio of web services to integrate this golden source into the Service Oriented Architecture for IT. Data Warehousing Last, but not the least, InfoSphere provides best-in-class data warehousing solution to help you drive better business decisions and make them faster. Let’s talk about how Co-operators deployed InfoSphere MDM server to increase revenue and customer loyalty Next (Transition to Next Slide)
- Summary Co-operators implements InfoSphere MDM server to manage customer relationships effectively – increase up-sell and cross-sell to existing customer base, add revenue and increase customer loyalty. Full Script Who are Co-operators.. In 1945, a group of Saskatchewan wheat farmers decided to pool their collective resources to start an insurance cooperative. In those first years, many Saskatchewan Wheat Pool field men wore two hats: carrying out the business of the Wheat Pool and selling life insurance for the new company. Now owned by a group of cooperatives, credit unions and likeminded organizations, The Co-operators—the leading Canadian owned, multi-product insurer has assets of over 7 Billion Canadian Dollars and offers home, auto, life, group, commercial and farm insurance as well as investment products and property development. Business Challenge In the recent past, The Co-operators found itself with siloed customer data systems that didn’t cooperate or speak with one another. As a result, The Co-operators did not have a 360° view of its customers. Fragmented customer data made it difficult to aggregate customer information into households to better meet customer needs. Agents or customer service representatives couldn’t know whether a life insurance policyholder they had on the phone also had home and auto policies with The Co-operators. Without this knowledge, The Co-operators was missing opportunities to increase revenues through cross-selling and up-selling and providing the best possible customer service. Aside from not delivering the best possible service to its clients, The Co-operators was also leaving potential savings on the table because it could not realize economies of scale in maintaining its data, dispersed throughout multiple systems. In addition, the lack of a single customer relationship view made it difficult to distinguish between insured individuals, agents and claimants. Solution Seeking a consistent, 360° view of its customers, The Co-operators turned to IBM and IBM InfoSphere MDM Server. Developed on a service oriented architecture (SOA), the IBM solution helped The Co-operators streamline the delivery and presentation of information to the right people at the right time while leveraging existing investments in siloed applications and data servers. With InfoSphere MDM Server, The Co-operators injected customer knowledge and insight into customer-centric, operational transactions. This improved efficiency, cross-selling and up-selling, leading to innovation and growth. InfoSphere MDM Server provides more than 500 business services out-of-the- box. These services manage both complex customer business processes and simple customer data inquiries and updates. This enables InfoSphere MDM Server to be a business-process hub for customer-centric transactions. Benefits With IBM solution, The Co-operators has discovered improvements to its business across the board. Master data management solution has enabled insurance agents and customer service representatives to grow revenues and enhance customer loyalty. For instance, InfoSphere MDM Server sets up correct client households, enforced by business rules, so that customer-facing employees can renew, cross-sell and up-sell other members of the household when they are speaking to a customer. This drives additional revenue opportunities across lines of business. The Co-operators now has a single reliable source for client-related information for all user groups, including end-users and systems dependent on client data. This enables business units to work together more efficiently. Agents can distinguish when policies have joint owners so they can provide proper support. Correct data is now available to compensate agents for multi-line business. Let’s review the final component of the IOD portfolio – Business intelligence and Performance Management next (Transition To Next Slide) ----------------------------------------------------------- Additional Details ------------------------------------------------------------------------------ -------------------------------------------------------------------------------------------------------------------------------------------------------------------- Details: Industry – diversified financial services company providing individual (home, auto, life, health, travel..) and business insurance as well as investment management. Create a source for complete and accurate customer information to drive sales across lines of business and save costs Solution Core customer information hub built on service oriented architecture for maximum flexibility, with cross-references to policy, claims and billing systems Key Benefits Insurance agents and customer service representatives can up-sell and cross-sell more effectively, growing revenues and enhancing customer loyalty; efficiency due to “once and done” processing helps to avoid manual data fixes, and reduce IT maintenance support; service oriented architecture provides flexibility, ease of maintenance and reduced development time “ In terms of performance and scalability, MDM Server is the leader among customer data integration applications.” – Jay Woo, Vice President, Information Technology “ MDM Server provides services that are both reactive and proactive. The product proactively identifies customer events and responds in real time, alerting other applications of the detected events.” – Jay Woo “ Our service oriented architecture has enabled us to migrate to a layered architecture, for flexibility, ease of maintenance and reduced development time. This helps us continue to derive benefits well into the future.” – Jay Woo Why IBM? Best track record for implementing customer data integration solutions in major companies worldwide; best price-performance ratio In 1945, a group of Saskatchewan wheat farmers decided to pool their collective resources to start an insurance cooperative. In those first years, many Saskatchewan Wheat Pool field men wore two hats: carrying out the business of the Wheat Pool and selling life insurance for the new company. Now owned by a group of cooperatives, credit unions and likeminded organizations, The Co-operators—the leading Canadian owned, multi-product insurer—offers home, auto, life, group, commercial and farm insurance as well as investment products and property development. With assets of more than 7 billion CAD (6.6 billion USD), the Guelph, Ontario-based organization retains the cooperative spirit which inspired its founders almost 60 years ago. In the recent past, however, The Co-operators found itself with siloed customer data systems that didn’t cooperate or speak with one another. As a result, The Co-operators did not have a 360° view of its customers. Fragmented customer data made it difficult to aggregate customer information into households to better meet customer needs. Agents or customer service representatives couldn’t know whether a life insurance policyholder they had on the phone also had home and auto policies with The Co-operators. Without such an awareness, The Co-operators was missing opportunities to increase revenues through cross-selling and up-selling and providing the best possible customer service. Aside from not delivering the best possible service to its clients, The Co-operators was also leaving potential savings on the table because it could not realize economies of scale in maintaining its data, dispersed throughout multiple systems. Duplicate customer information was inconsistent, leading to poor quality data. In addition, the lack of a single customer relationship view made it difficult to distinguish between insured individuals, agents and claimants. Integrating customer relationship strategies To solve its problems, The Co-operators needed to create a source for complete and accurate customer information, including a complete customer profile, in order to support initiatives defined to support improved cross-channel sales, service and marketing. In addition, The Co-operators sought a set of processes and technology that would enable agencies and employees to establish, retain and enhance mutually beneficial customer relationships. The Co-operators wanted to be able to deliver superior financial solutions by knowing its customers, responding to their needs and preferences, and recognizing customers’ long-term value. Enhancing customer insight Seeking a consistent, 360° view of its customers, The Co-operators turned to IBM and IBM InfoSphere MDM Server. Developed on a service oriented architecture (SOA), the IBM solution helped The Co-operators streamline the delivery and presentation of information to the right people at the right time while leveraging existing investments in siloed applications and data servers. With InfoSphere MDM Server, The Co-operators injected customer knowledge and insight into customer-centric, operational transactions. This improved efficiency, cross-selling and up-selling, leading to innovation and growth. InfoSphere MDM Server provides more than 500 business services out-of-the- box. These services manage both complex customer business processes and simple customer data inquiries and updates. This enables InfoSphere MDM Server to be a business-process hub for customer-centric transactions. Designed to enable business flexibility, the SOA sustains ongoing data quality through monitoring, error detection and continuous data cleansing. Automating granular steps, the SOA allows for changes in processes or applications without requiring costly and time-consuming rewrites. Leveraging the functionality of InfoSphere MDM Server with its information integration services and the loosely coupled business services of the SOA, the IBM solution provides a mechanism to allow external applications to access customer information. It is capable of integrating with any and all platforms that currently support business-critical applications. The solution has audit capability, security and is well-documented to support governance measures and compliance efforts. “ InfoSphere MDM Server is a fully service-oriented application that gives us the best worlds of master data management and business flexibility,” says Jay Woo, vice president of information technology, The Co-operators. “In terms of performance and scalability, InfoSphere MDM Server is the leader among customer data integration applications.” Choosing best-of-breed solution The Co-operators found other customer data integration solutions it evaluated to be expensive, complex and lacking in a credible track record. In contrast, InfoSphere MDM Server has proven implementations with some of the world’s largest companies. MDM Server runs on IBM System p with IBM WebSphere Application Server Network Deployment, Version 5, which provides the runtime environment as well as integration services. IBM WebSphere Business Integration Event Server keeps the master customer data up to date when customers get married, move, have children or undergo other changes. The database for InfoSphere MDM Server runs on IBM DB2 under MVS™ on the mainframe, while IBM WebSphere MQ provides a messaging infrastructure. “ InfoSphere MDM Server provides services that are both reactive and proactive,” says Woo. “The product proactively identifies customer events and responds in real time, alerting other applications of the detected events.” Reducing costs and improving operational efficiency Because of the IBM solution, The Co-operators has discovered improvements to its business across the board. Service improvements due to master data management enable insurance agents and customer service representatives to grow revenues and enhance customer loyalty. For instance, InfoSphere MDM Server sets up correct client households, enforced by business rules, so that customer-facing employees can renew, cross-sell and up-sell other members of the household when they are speaking to a customer. This drives additional revenue opportunities across lines of business. The Co-operators now has a single reliable source for client-related information for all user groups, including end-users and systems dependent on client data. This enables business units to work together more efficiently. Agents can distinguish when policies have joint owners so they can provide proper support. Correct data is now available to compensate agents for multi-line business. Efficiency due to “once and done” processing is helping to avoid overhead costs. Manual data fixes, such as back-office support required to merge duplicate customer records, are now unnecessary. The Co-operators’ implementation of IBM InfoSphere MDM Server has not only provided a solution to existing issues, but has delivered to the organization an ability to build out additional functionality and more efficiently serve the new and dynamic requirements of the business. Using the fully deployed application as an underlying framework, The Co-operators has entered a new phase of architectural development leveraging this asset to construct composite applications and in turn deliver additional value and flexibility to the organization. “ Our service oriented architecture has enabled us to migrate to a layered architecture, for flexibility, ease of maintenance and reduced development time,” says Woo. “This helps us continue to derive benefits well into the future.” Key Components Software IBM DB2® IBM WebSphere® Application Server Network Deployment, Version 5 IBM WebSphere Business Integration Event Server IBM WebSphere Business Integration Server IBM InfoSphere MDM Server IBM WebSphere MQ Services IBM System p™
- We spoke about Business Intelligence and Performance Management earlier, but as you can see, it plays a key part of our portfolio. Next slide… Additional background: Summary Review Business Intelligence (BI) and Performance Management (PM) Capabilities provided by Cognos and the business value they drive for organizations. Full Script BI and PM are relatively new components of IM and what’s exciting is that this software takes the value of all the information infrastructure investments and cascades the benefits of those investments to the business users throughout the organization. These are the components that deliver the information required by business users to inform their decisions. There are three categories of decision making capabilities: <Build Slide> BI - better, faster decisions are enabled by sharing, analyzing and understanding the right information Financial Performance Management (FPM) – Software and solutions that drive dynamic, reliable and sustainable financial PM practices Analytic Applications – Fast time to value with adaptable, packaged BI applications. BI provides intuitive, highly visual access to information that matters to decision-makers. It’s Based on a purpose-built, SOA platform that provides a common, consistent view of information across BI capabilities, and is easy for IT to manage and deploy. It includes: Query and Reporting Flexible self-service access to information Single report authoring environment with automated delivery of information in context Analysis Ability to drill for detail, slice and dice information, and do ‘what-if’ scenario modeling to gain further insights Dashboards and Scorecards At-a-glance view of information to measure and monitor financial and operational performance Financial Performance Management which includes Financial Analytics and Reporting Analyze and optimize performance Enterprise Planning Plan, forecast and control enterprise resources Financial Consolidation and Scorecarding Monitor strategy and report with confidence Analytic Applications Packaged BI solutions that are highly adaptable, and provide answers to business issues for workforce, finance and banking risk Let’s talk about how LVMH utilized Cognos capabilities to increase sales force productivity and customer loyalty (Transition to Next Slide)
- Summary Offerings provided by Information Infrastructure component include storage hardware, software and related services. Full Script Offerings provided by Information Infrastructure component include storage hardware, software and related services. These capabilities address 4 key needs around information infrastructure – Keep information available and accessible when you need it (Availability), Keep your information secure and protected (Security), Retain the information based on internal or regulatory needs, while minimizing cost of doing so (Retention) and finally, meet your regulatory compliance needs in a timely and cost-effective manner : Protect your company from legal and regulatory exposure (Compliance)! IBM GTS and STG groups provide hardware, software and services to store and manage information physically to achieve these 4 requirements. Let’s discuss examples from each area above to get an idea of the rich offerings from IBM in this area ----------------- Availability Information is the lifeblood of your company. It shapes every idea and every decision. But the amount of information created in a single day can be mind-boggling. In order to extract valuable insights that drive your business forward, it first has to be accessible. IBM can help you design and implement a strategy that keeps your information available 24/7/365 (366 during leap years). One that’s based on cost-effective solutions and grows with your needs. Storage Optimization and Integration Services You need to reduce the complexities of managing your storage management and ensure availability of your data. IBM GTS Storage Optimization and Integration Services - global insight, powered by the IBM Novus Storage Enterprise Resource Planner (SERP) software brings business intelligence to the storage realm, enabling you to rapidly identify loopholes in your availability strategies, storage management activities and can quickly identify ways to reduce your hardware, software and resource costs and improve productivity. IBM is the only company to provide this key business intelligence capability that integrates with existing systems and service management tools that have already deployed. Global Insight combines SERP software with world-class IBM services expertise to accelerate planning, design and deployment of SERP and reducing time-to-value. -Business Continuity and resiliency services Business continuity is vital to business success. And in today's interconnected world, virtually every aspect of a company's operation is vulnerable to disruption. Some risks could take your business offline for days, but in a competitive environment, even four hours of downtime could prove fatal. As the number of risks to businesses increases, the worst-case scenario &quot;insurance policy&quot; approach to business continuity has become woefully inadequate. But how do you determine the resiliency and recovery requirements of your business? How do you identify and integrate critical business and IT priorities into a comprehensive continuity and resiliency program? Where do you start? IBM Business Continuity and Resiliency Services can help. Business resilience extends beyond the continuity of business operations to include regulatory compliance; high availability, data protection; and integrated risk management. Our services take you from planning and design through implementation and management, with a strong commitment to understanding your ever-changing business requirements. IBM System Storage SAN Volume Controller Key component for managing storage with hardware from multiple vendors as a single, pooled storage resource for IT Combine storage capacity from multiple vendors for centralized management Increase storage utilization by providing more flexible access to storage assets Improve administrator productivity by enabling management of pooled storage from a single interface Insulate host applications from changes to the physical storage infrastructure Enable a tiered storage environment to match the cost of storage to the value of data Apply common network-based copy services across storage systems from multiple vendors Support data migration among storage systems without interruption to applications IBM Power Systems, System x and System z are servers. Security Today the cost of business is high, even when things are going well. If you suffer a data security breach, that price skyrockets. In fact, a single incident costs an average of $6.6 million, and as much as $32 million. That’s why IBM has over 3,500 security professionals who can help you deploy security solutions to protect your data and your entire enterprise. With encryption technology built right into the infrastructure, IBM can help make sure that confidential information stays confidential. -Information Protection Services IBM services provides security solutions to safeguard valuable information while preserving accessibility. We can help you cost-effectively identify and protect your organization's critical data from internal and external threats and integrate existing data assets and data security capabilities with new security management technologies. Our Information Protection Services can help you cost-effectively identify and safeguard your organization's (and customers) critical data from internal and external threats while preserving information accessibility. -IBM System Storage DS8000 drive-level encryption IBM System Storage DS8000 is as simple as it is secure. Equipped with self-encrypting technology, you no longer have to worry if a disk drive is stolen, removed for repairs or retired. -Tivoli Key Lifecycle Manager IBM can take the worry out of encryption key management with Tivoli Key Lifecycle Manager. It leverages the resident server’s existing access control and high availability/disaster recovery configurations. IBM Power Systems, System x and System z are servers. Retention Whether it’s for business value or auditing requirements, companies are now holding onto information longer than ever. Long retention periods increase costs and can increase the risk of data loss, unless the information infrastructure is designed to manage retention effectively. IBM can design and implement information retention solutions that preserve data safely and affordably by leveraging advanced technology, such as deduplication, storage virtualization, and services for data mobility and effective use of tiered storage. -Data Mobility Services (Softek) As you migrate your data to adhere to retention polices, data migration services from IBM can help you avoid significant risks -- including data loss or corruption, damage to data integrity, project delays and disruption to production systems. Each of these challenges can undercut financial, operational or business performance. Data migration with IBM Data Mobility Services helps you address these issues and ensure you have the right strategy, tools and infrastructure for effective data migration and retention. Data is backed up more effectively, and is recoverable in a cost-efficient way. -ProtecTIER deduplication IBM's ProtecTIER data deduplication offering allows you to keep more information for longer periods, by storing information much more efficiently. The revolutionary and patented HyperFactor data deduplication technology allows you to compress up to 25 TB of data onto 1 TB of disk storage—an incredible 25:1 space savings. It’s also up to 9x faster than other deduplication solutions currently available. -Tivoli Storage Manager In a Windows environment, IBM Tivoli Storage Manager FastBack offers near-instant recovery—virtually eliminating time-consuming Windows backups. Compliance Today, information compliance can be a full-time job: Governance, information risk management, and auditing functions can strap an IT organization attempting to comply with multiple regulations and legal discovery orders. IBM Information Compliance solutions can ensure your data is captured, securely retained, protected, and retrievable when needed —so you can get back to your business. With IBM, you can optimize and automate the compliance process, so you can respond quickly and effectively to regulatory audits and legal requests -- and keep legal costs under control and avoid unnecessary business risks. -Enterprise Archive Services IBM archive services provides the structure for a comprehensive strategy to help clients manage their risk and streamline the compliance process. This includes improving controls for records management, complying with government and industry regulations, reducing costs and risk for legal discovery and supporting litigation requirements. Using assessment methodologies and tools, IBM helps create a highly effective information management roadmap based on a client's individual business challenges and needs. -IBM System Storage N series with SnapLock Compliance and SnapLock Enterprise Software SnapLock function is designed to address following challenge - Organizations today face increasingly strict regulations relative to records retention that require the archiving of e-mails, documents, patient records, design files, audit information, and other data for years, often on WORM (write once, read many) media. In addition, companies are increasingly implementing rigorous best practices to ensure that unregulated but crucial reference data is not changed or deleted and can be quickly and easily retrieved. In today's world, government and internal records requests frequently combine highly specific search criteria with tight response times, and failure to accurately retrieve the required unaltered records may result in significant financial penalties or damage to reputation. However, current WORM technologies based on optical disk and tape do not provide sufficiently rapid access. The SnapLock function is designed to deliver high performance and high-security data function to IBM System Storage N series storage. The SnapLock function can help manage the permanence, accuracy, integrity, and security of data by storing business records in an inalterable form and allowing for their rapid online accessibility for long periods of time. - IBM® System Storage Archive Manager (software) facilitates compliance with the most stringent regulatory requirements It helps manage and simplify retrieval of the increasing amount of data that organizations must retain for strict records retention regulations. It Runs on vendor-neutral storage technology, giving you the ability to retain your data on hundreds of different types of disk, tape, optical and DVD
- Business Challenge Background Customer is one of the largest insurance companies with worldwide operations. The Chairman of the Board of this large US Insurance company had a problem. Not only did the company have a very large email system, as you can see here. Also, the company had been ordered to preserve emails related to complaints about a specific insurance product. The judge’s hold order was not communicated to the IT department, and some of the email was deleted. The judge found the company in violation of the record hold order, and fined the Chairman, personally, $1 million. Immediately, the IT Department had a critical Compliance project to complete. Solution Details: Total Solution components: Application Software: CommonStore (predecessor to IBM Content Collector), email Search for CommonStore (predecessor to IBM eDiscovery Manager), SSAM Storage Software: Global Mirror, Flash Copy, SnapLock, TotalStorage Productivity Center Hardware: P570/550 servers; DS8300, DS8100, N series storage systems Services: IBM Global Services
- Interviewer: Define what real-time information means in the context of your business, and what are the challenges you’ve faced in trying to gain access to this information, so kind of prior to selecting IBM? 07:31 15 07:33 Peter: Well, in our business, real-time information is relevant in two areas. On the one hand, whenever we deal with the financial markets, of course, this is very, very fast paced. So there, we need real-time information on our trading positions, and more and more, we also need real-time information on the risks that we are running and the limits that we set. So that is of crucial importance. And then we, more and more, get not real-time, but near-time requirements also in our core processing areas in retail and corporate banking, where, for example, we now have the new tax law change in Germany, where we have to withhold tax at the same point in time when we actually book the securities transaction, we have to book the taxes as well. So that suddenly means something that used to be a batch job run at year end before the customer files his income tax statement, we now have to couple with the transaction or systems everyday, and that leads to very close to real-time requirements. 08:42 16 09:28 Interviewer: How does real-time information access affect the rest of your business? 09:33 17 09:39 Peter: In banking, if I look at the whole value chain, the better we get at accessing information real or near time, the better we get at actually steering and managing the overall value chain. To give an example in point, it used to be that we would set limits for how much exposure some of us allowed to take at the bank on a daily basis. Now, with the faster pace of the markets, we would actually like to set limits, even intraday, and adjust the limits, and that, of course, we can only do if you get the data feeded near time or real time into our risk engines and then do the analysis and the calculation to set the new limits. 09/06/10
- Carrefour: Wanted to better target promotions to customers to increase loyalty and profitability. Running own analytics, customized down to individual customer level. By tracking transaction history, Carrefour can leverage its in-house analytics capability to determine not only which products customers buy, but which promotions they are most likely to respond to. From this information, Carrefour’s marketers can further glean such insights not only on who its most profitable customers are, and what products they buy now, but - perhaps most importantly—what products they would be willing to buy if the incentive was right. A good example is a customer segment that may purchase organic food products, but has yet to try organic health and beauty aids. Implanet: Ability to immediately identify product lots and patients in case of implant recall. Automated online order processing, reducing human error and optimizing resources necessary to improve the supply chain process. Helps eliminate counterfeiting risks with medical device authentication and distribution network integrity for healthcare professionals. Enables medical professionals to have access to the right medical device at the right place and the right time. Hospitals can set up automatic stock adjustments, reducing administration time and costly inefficiencies. Each implant has a unique device identification number so information can be collected, analyzed and distributed on demand to meet specific stakeholder needs. University of Ontario Institute of Technology: Project announced last year with IBM Research and University of Ontario Institute of Technology and local hospital Using InfoSphere streams, project went into production 2 weeks ago Will be collecting data streams from neonatal monitors and analyzing variability in heartbeat to detect signs of nosocomial infection (hospital infection that can lead to sepsis) Research has shown that monitoring this variability could indicate sepsis 24 hours in advance of being noticed by skilled hospital experts. Expect to track streams of up to 512 readings per second once in full production Advantage of using InfoSphere Streams is that allows physicians to be much more dynamic in looking for conditions (alternative today is waiting for monitor manufacturers to build capabilities into monitor HW, requiring replacement of previous units and not allowing flexibility of testing new hypothesis or monitoring for other conditions). Bank of Spain The Bank of Spain has implemented their AML solution over the last 6 months to improve the detection of money laundering activities and to better assign their staff to investigations. The central bank receives information relating to money transfers from many different organisations, such as international payments details from banks, gambling wins from casinos, property transactions from notary publics. The data arrives in different formats and the solution implemented analyses individual or related payments to discover whether they might be associated with money laundering, perhaps because of a relationship to known criminals or people on watch-lists, or perhaps due to the pattern of payments. The complexity of the task is money launderers seek to hide their identities and their activities. By comparing name and birthplace against a census of over 1 billion names, the solution is able to detect possible false identities. It also allows the users to discover whether similar names may in fact be the same person - regardless of where they come from in the world. And performing advanced analytics on all the data that the bank receives, the solution can identify money laundering activities involving groups of people that it would have taken manual systems months or years to discover. Technically the solution uses InfoSphere Information Server to read-in the source data, to eliminate duplicates and to normalize the data (Information Analyzer, DataStage and QualityStage). The normalized data is passed to Global Name Recognition (GNR) for analysis and matching of international names (Chinese, Arab, Russian etc) before it is loaded into EAS where it is analysed to detect transfer patterns that could indicate criminal activities.
- Summary: Accelerate your journey to get the Smarter Business outcomes with IBM Information Management! The World is Becoming Smarter Organizations are increasing focused on optimizing their businesses using information in new ways IBM Is Accelerating Information Agenda For Clients IBM software acknowledged as the leader by analysts Extensive industry experience accelerates client success IBM Commitment & Market Acceptance Is Strong Over 35,000 people, cross-company Over 10,000 new clients Over 2,000 new Business Partners
- This project is part of a larger enterprise wide Performance Management strategy. There are 10 BI – PM projects currently being deployed at SNCFincluding this one. Business Challenge Background SNCF ( Société Nationale des Chemins de fer français ) (French National Railway) SNCF (Société Nationale des Chemins de fer français) (French National Railway) is a French public enterprise. Its functions include operation of rail services for passengers and freight, and maintenance and signalling of rail infrastructure owned by RFF (Réseau Ferré de France). It employs about 180,000 people. The rail network consists of about 32,000 km of track, of which 1,800 km is high-speed line and 14,500 km electrified . About 14,000 trains are operated daily. The chairman of SNCF is Guillaume Pépy . Business Challenge 2 major business challenges SNCF manages hundreds on investment decisions each year. The 100 + program directors submit their projects to Corporate Headquarters - in charge of the strategy and budget allocation- for validation and prioritization of projects. Projects were submitted via spreadsheets and SNCF managed requests on an ad hoc basis. There was no consistent approach to information sharing, this made any investment decisions a cumbersome and lengthy process. Financial lifecycle of approved projects : SNCF had a legacy home grown financial system to manage the budgets for each project throughout the investment lifecycle. They had multiple ERPs( purchasing, accounting, infrastructure, vendors ) all hard wired together. This application environment made it difficult for SNCF to efficiently manage the budgets allocated to projects. Solution: In the 1 st phase of the project SNCF consolidated all their data sources into a single ERP running on Peoplesoft. They implemented dashboards built on Cognos8 BI to track the budget, amounting to several million euros, on each infrastructure project and during its entire lifecycle. For project submission and approval SNCF implemented Cognos 8 Planning. Solution Details: Cognos 8 BI , Cognos 8 Planning , Infosphere, Cognos services. Business Benefits Thanks to their New Intelligence solution SNCF has a streamlined and consistent investment decision making process. Decisions are made much faster than before (60% reduction in decision cycle) and are better aligned to SNCF strategic objectives. The solution scaled easily to the required 1500 users. Investment budgets are managed more closely and more efficiently – alerts are sent out when projects go over budget. The new budgeting tools have enable SCNF to generate important cost savings ( not released to IBM at this time)
- We have discussed how transforming one’s business through information involves thinking about not only the macro-optimization made possible by existing solutions, but also the additional micro-optimization that comes by optimizing decisions and transactions at every contact point without requiring that all users be analytical experts. On the left we see the situation that is typically in place today. Organizations are using large historical data stores with modeling & analysis done by experts, pushing that analysis out to the end users. While the macro-optimization made possible by these solutions are important, and have led to large productivity and efficiency gains by companies, there is still more opportunity that can be captured. By providing end users with contextual insight and allowing them to factor in the situation at hand (for example, asking additional questions of a customer beyond what might be taken into consideration by a standard model) and re-run the analytical models in real-time, they can come up with much more optimized solutions and make better decisions than if they were limited to the standard models available in the past.
- Investments across IBM are accelerating our clients’ information-led transformation
- Investments across IBM are accelerating our clients’ information-led transformation
- Summary Organizations of all sizes have benefited by leveraging information for smarter business outcomes – from large corporations like Irish Life ( Ireland’s largest life insurance and pensions company) to small organizations like Sainte Justine Hospital. Irish Life – Single view of customer built using InfoSphere Master Data Management Server (deployed in a SOA architecture) to drive cross-selling new services to current customer base.. City of Los Angles – Moved from legacy DB to DB2 for managing GIS data for immediate cost savings as well as faster decision making and co-ordination among emergency services, disaster response and homeland security The Cheesecake Factory – Cognos Financial Performance Management deployment to streamline annual planning and budgeting among restaurant operations managers and financial analysts Impire – Used IBM Informix, a high-availability data server that delivers real-time data streaming, to produce a Data Management solution for storing and analyzing large volumes of data from live sporting events and providing real-time updates to customers. Full Script Let’s discuss one example from this chart : Irish Life and Permanent. Who are our customers? Are we giving them the best possible service? Are we complying with customer requests? Are we missing opportunities? Questions like these pervade businesses today—in any industry, in any geographic location, in any company large or small. However, at Irish Life & Permanent, the largest provider of personal financial services (life insurance and pensions) in the Irish market, obtaining the answers to such questions is becoming easier thanks to IBM Information Management. Irish Life & Permanent was formed from the merger of Irish Life plc, Ireland’s largest life assurance company, and Irish Permanent plc, a leading retail bank and the leading provider of residential mortgages in Ireland. Because of this merger, customer information is stored across many different systems, including policy administration systems, sales and marketing systems, customer account systems and mortgage systems. As a result, it was challenging for staff to gain a complete picture of clients’ interactions with the company. Sales representatives often didn’t know if one of their clients recently reported a service problem. Likewise, when clients called the company’s banking or insurance offices, service staff could not easily determine if there was an opportunity to cross-sell other products. Additionally, the company couldn’t provide customers with online access to all of their holdings using a single PIN number. Customers typically required different PIN numbers for each policy, making logging on to the Web site to obtain account information a difficult and time-consuming process. Creating a single source of truth – 360 degree view of customer relationship.. To achieve its goals, Irish Life & Permanent launched a master data management initiative that would integrate information in real-time and provide a single, complete and accurate record of customers across the company. Leveraging service oriented architecture (SOA) principles, the company hoped to integrate customer information into a single hub that could be accessed by any business process or service. As a first step, Irish Life & Permanent executives created a Client Data Council through which key business staff across all divisions worked together to define where and how data could be standardized and connected across systems After a thorough evaluation of several technologies and recommendations from industry consultants, the company selected IBM InfoSphere MDM Server and Information Server. Using a phased approach, Irish Life & Permanent first loaded and standardized client data from its insurance division into the central customer hub. Recently, they have added data from its banking division. Through this process, staff can quickly identify and resolve common data errors. Irish Life has standardized customer names and address data using InfoSphere products. They can identify, match and merge duplicate records to create a single view of their customers. Irish Life has also developed the right data governance policies to validate information when it is first captured. Improving customer service and satisfaction With information integrated in real-time, Irish Life & Permanent expects to improve customer satisfaction, increase sales and reduce costs. For example, when customers call the bank to update their contact information, the new information is automatically reflected across the organization. This helps eliminate the need for customers to call different divisions and the chance that policy information is sent to the wrong address. It also helps improve compliance with internal and external governance requirements. Additionally, customers will soon be able to log on to the company’s Web site to review all their holdings—from their life insurance policies to their pensions to their bank and credit card accounts —with a single PIN number. Company executives expect that this not only will strengthen customer satisfaction, but also will increase the use of self-service options to help reduce costs. With IBM InfoSphere MDM Server, Irish Life can deliver new types of services that they simply couldn’t have provided before. Gaining greater insight into customer needs Customer service staff will also be able to access a full profile of each customer, including contact history. As a result, staff will be able to quickly identify opportunities to cross-sell products, follow up regarding a recent sales call or inquire about a customer’s past interaction with bank staff. If a customer frequently calls the bank regarding the value of an investment portfolio, a customer service representative will have a complete view of all the customer’s inquiries and can work with the customer to understand his or her concern and identify possible solutions. In the end, it all adds up to better business outcomes By improving the value and service to the customer, Irish Life can retain customers longer.. Let’s look at how these companies achieved these smarter business outcomes with IBM Information Management (Transition To Next Slide) ------------------------------------------------------------------------------------------------------------------------------- Irish Life customer case study on ibm.com - http://www-03.ibm.com/industries/insurance/us/detail/news/M965048R90133I07.html Additional Details on other customers – City of Los Angeles California, IMPIRE, CHU City of Los Angeles, California USA Customer Case Study Location – http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?infotype=RF&subtype=CS&htmlfid=LWIS-7B6PJV&appname=crmd Customer Overview – City of Los Angeles: Accessing Geographic Information System (GIS) data for critical decisions fast and cost-efficiently Business Challenge The City of Los Angeles was plagued with limitations in managing geographic information system (GIS) data stored on their legacy database, and had an immediate need to find an effective solution to meet their current and future business needs. Solution Los Angeles replaced its legacy database with IBM DB2® 9 and IBM WebSphere Information Integrator software, allowing the City to provide a more comprehensive set of data enabling and improving critical decision-making in emergency situations. Key Benefit By replacing its legacy database with the IBM solution, the City of Los Angeles saved more than US$150,000 in annual software licensing fees. Why IBM? The City of Los Angeles realized that DB2 with IBM DB2 9 Spatial Extender provided superior technology for managing their growing repository of GIS data while also providing added functionality. Helping Los Angeles meet its growing information needs During the wildfires in October 2005, the City of Los Angeles found it challenging to coordinate fire-fighting efforts, as it had problems accessing the data it needed from multiple sources. Because its existing data repository had limited space available, the City was not able to access or even store all of its geographic information system (GIS) data. In fact, during the wildfires, the City was forced to offload some of its GIS data to make room for data regarding areas outside City boundaries. Because all of the City of Los Angeles’ public safety applications depend on the ability to access, manage and share ESRI data for accurate situational awareness, a new solution was needed going forward. The City launched an Urban Area Security Initiative grant project to upgrade the citywide repository of spatial data. Because the U.S. Department of Homeland Security had designated Los Angeles to host the central data repository for all local and state data related to geographic information, an upgrade would benefit not only the City, but also the entire state of California. Legacy database not up to the task Los Angeles had been storing its spatial data in a legacy database, but licensing and maintenance costs had been rising steadily every year. In addition, the database did not provide the scalability or performance that the City needed. To facilitate data sharing and sustain spatial data growth and development, the City of Los Angeles began to look for a more robust, scalable and cost-effective database solution. Additionally, because Los Angeles was already using GIS applications from IBM Business Partner ESRI, it needed a solution capable of integrating seamlessly with ESRI technology, in addition to one that could easily migrate information from its legacy database. Because IBM consultants were able to offer Los Angeles a scalable, easy-to-integrate and more technologically advanced solution at a lower price point—and meet all of the City’s requirements—the City chose IBM. New solution offers cost-effective scalability and advanced capability The City replaced its legacy database with a solution composed of IBM DB2 9, DB2 9 Spatial Extender, DB2 Connect™ Enterprise Edition, DB2 Performance Expert for Multiplatforms 9 and IBM WebSphere Information Integrator. ESRI ArcGIS software client solutions integrate with IBM DB2 data server. Within the database, the City is storing data for Los Angeles, Orange, Ventura, Riverside and San Bernardino counties, and it continues to load additional GIS information as it is submitted from sources beyond City limits. In addition, they are now able to expand spatial data accessibility beyond the City limits and are well positioned for future growth, all at a significant cost savings. As the City receives updated or new information from the counties on a monthly basis, that data is stored in a mainframe database. DB2 Connect Enterprise Edition provides access to that information. To integrate its existing data into the new solution, the City uses IBM WebSphere Information Integrator. Expanding usage The GIS database is initially being used by several hundred internal City staff members, with access being planned for various public safety and first-responder groups for use in emergency situations. Currently, Los Angeles has used the solution to speed permitting and zoning processes, create crime analysis maps, and to revitalize its street-lighting planning. By replacing its legacy database with the IBM solution, the City of Los Angeles saved more than US$150,000 in annual software licensing fees. In addition, the City now has access to more data, which enables it to make critical decisions more quickly, particularly in an emergency situation. DB2 9 data server integrated seamlessly with ESRI ArcGIS, which improved overall system performance. Los Angeles personnel now have access to more data across multiple departments, creating a wider, clearer, more complete view for all City staff. Further, the DB2 platform-based solution offers greater scalability than the previous solution, allowing the City to provide a more comprehensive set of data for the eventual benefit of the entire state. Cheesecake Factory Customer case study on ibm.com at - http://download.boulder.ibm.com/ibmdl/pub/software/data/sw-library/cognos/pdfs/casestudies/ss_ventana_research_ventana_profile_in_success_cheesecake_factory.pdf Challenge The Cheesecake Factory was challenged with the process inefficiencies and data inaccuracies in managing expense and store plan data in spreadsheets for their annual forecasting and budget process. Solution Implement Cognos 8 Planning for high participation planning for all stores Enables non-technical users to access information in templates formatted for their specific role in the planning and budgeting process. New web-based process enables all users to get the information they use from the same source via a portal. And management can be sure that the information is both secure and reliable. Benefits $2M savings in labor costs Reduced planning effort from 5 days per location to 2 days Improved forecast accuracy – weekly sales forecast within 3% Finance uses sales per labor hour to track labor productivity rather than fixed costs. Finance rebudgets multiple times yearly in response to changes in business conditions. Finance can model the financial impact of scenarios for restaurant openings, which can be updated automatically to the consolidated company forecast. With the new planning process in place, we can focus our attention on strategic initiatives five years ahead.” Jason Hicks, manager of financial planning and analysis, The Cheesecake Factory IMPIRE Business challenge IMPIRE provides real-time updates and statistics from live sporting events to media broadcasters in German-speaking countries. Dominating much of that media market, IMPIRE had been serving the majority of the media customers in Germany and a sizeable share in Switzerland and Austria. But with technological resources available that could enhance and even revolutionize its business, the company sought to obtain a solution that would help it develop innovative and competitive products and services. Solution With assistance from IBM Business Partner Dittrich and Partner Consulting , IMPIRE implemented an IBM solution involving Informix Dynamic Server that rapidly generates new statistical information and empowers the client to develop cutting-edge services. Using IBM Informix, IMPIRE manages, integrates and analyzes sporting-event data and leverages that content in its products, such as its unique Web-based sports ticker, which communicates real-time event data and statistics to consumers more quickly than even a live broadcast. “ As a high-availability data server that delivers real-time data streaming, IBM Informix enables us to replicate data instantaneously across multiple servers and meets our requirements for live broadcasting of sports replays and analyses.” Knuth Hartlieb, Head of IT Development, Cairos technologies AG & IMPIRE AG Benefits Ability to take real-time data from hundreds of sources and aggregate them to deliver seamless information to customers Increased revenue by approximately 15% each year since launch Grew market share from 85% to 95% in Germany, 35% to 75% in Austria and 10% to 50% in Switzerland in just three years Ste. Justine Hospital Research Center Business challenge To realize the potential benefit of genomics in pediatric research, Sainte-Justine Hospital Research Centre needed to streamline the way it gathered, managed and updated the clinical information it relied on. Data fragmentation combined with manual processes led to wasted resources and a longer research cycle. Solution Using the Hospital’s electronic health records solution as a starting point, IBM created a technology and process framework that would perform all of the updating, validation, security and patient authorization functions necessary to use the valuable data. In addition to medical data drawn from hospital records, the solution incorporates genotypic data drawn from patient tissue samples. Lastly, IBM created a powerful, flexible and easy-to-use interface through which researchers could analyze or query the data. Benefits Expected 90 percent reduction in time required to gather research cohorts (A cohort study assembles a group of patients and follows them forward over time.) Expected 75 percent reduction in administrative costs associated with data gathering and validation, which Sainte-Justine can channel into core research efforts Faster development of new treatments for complex pediatric diseases
- So, how do we bridge this gap? By setting an information agenda! You can lead the transformation starting with existing opportunities