1. October 1, 2009 Johannesburg, South Africa Leveraging Information For Smarter Business Outcomes With IBM Enterprise Content Management Ludger Helm, ECM Software Sales Specialist

2. Is Content and Compliance an Issue?

3. Agenda ECM Solution Overview: Foundational positioning of ECM portfolio Enterprise Content Management in Context: Establishing an Information Agenda ECM Overview: Using agility to improve business productivity 3

4. Leverage Information For Smarter Business Outcomes: How To Get Started! Business Optimization Information Infrastructure Proven Approach Software 4

5. 5 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 Software

6. Why Is ECM Important To Information Agenda?  With a solution focus, IBM ECM delivers a flexible information infrastructure  Content combined with process is the backbone of an Information Agenda  IBM ECM provides tools for discovering, analyzing, and classifying content in email, files, collaboration repositories such as Microsoft SharePoint and Lotus Quickr  IBM ECM services assist organizations in the development, staffing or refinement of their ECM Center of Excellence.  IBM ECM business partners are solution experts able to leverage accrued knowledge and best practices for specific industry needs. 6

7. Insurance GovernmentHealthcare Telco Energy & Utilities IndustrialRetailFinancial Services  Case Management  Customer Correspondence  Lending/Credit Approval  Health Insurance  Property & Casualty  Underwriting  Contract Management  Invoice Processing  Vendor Management  Aging Workforce  Asset and Plant Lifecycle Management  Back Office Applications  Compliance  Customer Insight  Remote Worker Productivity  Asset and Plant Lifecycle Management  Rate Case Management  Records Management  Contract Management  Compliance  Federal, State & Local solutions  Enrollment & Claims Processing  Health Information Management  Health insurance Information Agenda: ECM Solutions

8. Organizations Want Agility For Better Outcomes Localized processes Globalized processes Automated but inflexible Optimized and Dynamic Gain Greater Competitive Advantages CIO's top priority for last 3 years: “Improving Business Processes” Source: Gartner, “Making the Difference: The 2008 CIO Agenda,” Jan. 2008 8

9. Source: London School of Economics – McKinsey survey and analysis of 100 companies in France, Germany, UK and US Agility Delivers Strong Financial Returns Integrated IT and Business result in DOUBLE the productivity gains of isolated business and IT efforts:  IT Investment alone: 3%  Business Investment alone: 8%  Integrated Business and IT: 20% 9

10. Visibility Bridging the gap between Business and IT Alignment  Real-time access to key content, business and compliance performance metrics  Change information sources, processes and roles whenever the business requires Govern Business can rapidly change business model IT remains in control of efficient infrastructure BUSINESS Change IT  Modularity enables the business to change without changing the infrastructure  Establish rules for authorization of changes and execute modifications swiftly 10

11. Agile ECM  Standards-based and open repositories and services that span multiple application and content types  Familiar, easy-to-use frameworks, attractive and flexible experiences for any business user  Active content brings content to life in critical business processes  Powerful tools to derive intelligence from content for valued business use  Business value delivered rapidly - in days instead of months  Collaborative tooling empowers business users as process stake holders  Support for a proactive and prescriptive compliant information management strategy Traditional ECM  Information locked in siloed repository- specific applications  Unfriendly / difficult / proprietary user experiences  Many specialized ECM products, little/no integration between them  ECM investments and solutions limited to the scope of content management  Difficult, complex and protracted compliance implementations  Lengthy development and deployment cycles  Content passively stored in repositories  Business processes maintained by IT almost exclusively 11 What is Needed? Evolving from traditional ECM to Agile ECM

12.  Shorten time to deliver content-centric applications from months to days  Automate manually intensive processes decreasing process times and costs by 50% or greater  Reduce errors, gain insight and make the right decisions reducing costs and improving customer satisfaction  Rapidly respond to market opportunities and threats creating significant competitive advantage  Take control of unmanaged content to eliminate duplicates and significantly reduce storage needs  Simplified lifecycle can significantly reduce the cost of archiving, records and legal discovery Agile ECM  Standards-based and open repositories and services that span multiple application and content types  Familiar, easy-to-use frameworks, attractive and flexible experiences for any business user  Active content brings content to life in critical business processes  Powerful tools to derive intelligence from content for valued business use  Business value delivered rapidly - in days instead of months  Collaborative tooling empowers business users as process stake holders  Support for a proactive and prescriptive compliant information management strategy 12 But What Does it Really Mean? Agile ECM means results

13. Agile ECM: Content Management 13  Business Content Services  Transactional Content  Document Management  Content Integration

14. 14 "The success of the HAWK Power Detention System has demonstrated the value and potential of IBM FileNet P8 for J.B. Hunt. As a result, other divisions within the company are exploring business process management as a way to remove non value-added work and add dollars to the bottom line. " Tarek Taha Engineering Manager JB Hunt Business Challenge  Manual billing  Deliveries made before customers could accept resulting delays What’s Smart?  Complete billing process visibility  Automated carrier assignment & billing – drivers know when customers can take deliveries and charge automatically if the customer delays delivery  Multiple forms of information including email and paper are now automatically managed Smarter Business Outcome  Accurately track and bill charges to the customer adding $870K in revenues annually  6 times improvement in billing staff productivity  Improve record-keeping to ensure compliance JB Hunt Increases Revenue

15. Agile ECM: Content-centric BPM 15  Design  Simulate  Execute  Monitor  Optimize

16. 16 “With IBM ECM, we’ve streamlined and optimized business processes to drive a recurring savings of more than $100,000 annually.” Fred Cook Chief Technology Officer North Shore Credit Union Business Challenge  Streamline business processes so existing staff could manage the increased workload while strengthening customer service. What’s Smart?  Credit Union staff can leverage all forms of information for a complete view of the customer, streamline business processes, and capture documents electronically for easy access and storage. Smarter Business Outcome  100,000 CAD annual savings due to improved business processes  70% reduction in deficiencies in customer- facing processes North Shore Credit Union Realizes Significant Savings

17. Agile ECM: Compliance & eDiscovery 17  Records Management  Content Collection & Archiving  eDiscovery Search & Analytics  SAP Archiving  Advanced Classification

18. Records Management & ZeroClick Technology Business Process Create and Use CaptureRecords Business User Content Retain and Dispose

19. Records Management & ZeroClick Technology Retain and Dispose Create and Use Records Lifecycle Process Retain Records Legal Holds Dispose of Records

20. Electronic Records Management and Business Process Management File Plan Electronic Records Management System Ensures accurate classification and productivity Zero burden placed on business users Policies consistently enforced and audited Enables proof of compliance Policy Management

21. 21 “The unique zone approach supported by IBM and IBM Business Partner Integro allows us to manage e-mail according to its business value in a way that is least disruptive to our users.” “The unique zone approach supported by IBM and IBM Business Partner Integro allows us to manage e-mail according to its business value in a way that is least disruptive to our users.” Sandy Hostetter Program Manager, Electronic Content Management and Retention Rohm and Haas Business Challenge  Needed to streamline regulatory and legal compliance processes while improving business efficiency and effectiveness What’s Smart?  An ECM solution that simplifies the capture and retention of essential e-mail while helping employees leverage the value of business information throughout its lifecycle Smarter Business Outcome  Strengthens governance processes  Improves staff efficiency  Protects corporate intellectual property and helps support accuracy of information  Enhances collaboration to drive greater innovation Rohm And Haas Streamlines Regulatory Processes

22. Agile ECM: Information Access & Discovery 22  Content Search & Access  Content Classification  Content Analytics & Insight

23. Advanced Classification Leverage the Full Content Context to Make the Right Decision Simple rules or keyword based classification can be too coarse to make fine distinctions between long-form texts with very different intent

24. 24 “IBM Commerce Module for OmniFind Discovery Edition powers the entire navigation experience— portlets, images and navigation menus—to help shoppers find what they need in a way that’s most convenient and natural for them. This is critical in helping us increase conversion rates and effectively compete against companies much larger than ours.” Dale Shuman Director, Information Technology CHEFS Catalog Business Challenge  Wanted to turn shoppers into buyers while reducing the time and involvement required by its IT department to manage site content. What’s Smart?  A contextually relevant search and browsing experience Smarter Business Outcome  Optimized staff efficiency and increased organizational agility  Helped company improve conversion rates  Enabled company to meet aggressive implementation deadlines by facilitating deployment of state of the art search and navigation capabilities in less than eight weeks CHEFS Catalog Turns Shoppers Into Buyers

25. IBM Agile ECM helps companies make better decisions faster by:  Managing all forms of content  Optimizing associated business processes  Enabling compliance  Deriving insight from content through an integrated information infrastructure 25 IBM Agile ECM: Get more value out of your content

26. 26  Eliminate paper-based, manual processes  Automate content-centric processes to reduce processing lead times and errors  Address compliance needs through an integrated content solution  Increase business agility with greater control over enterprise content Capabilities  Reduce costs associated with paper records  Increase productivity of employees in sales, billing, HR and scheduling by automating manual processes and reducing errors and exceptions  Reduce risk by addressing information storage, auditability and retrieval needs from regulations Business Value Enterprise Content Management Optimize content, process and compliance management

27. Time Maturity Behaviours Systems / Tools No systemsRetention managed from spreadsheets Silo RM tool for paper tracking No electronic records system (ERS) in place May have email archive silos No electronic discovery tools Storage not integrated ERS system in place Manage email and desktop as records from ERS Electronic discovery collection tools in place Image capture solos in place Manual classification Storage and ERS partially integrated ERS system expansion including federation Integrated physical and electronic records systems Images managed as records from ERS Electronic discovery analysis tools in place Storage and ERS interoperability ERS system expanded for LOB systems Enterprise federated records across multiple ECM systems Invisible / automated classification Storage and ERS tight integration for long term storage No formal records program Local policies – no visibility Inability to produce all records when required End-user controlled paper, emails and documents LOB systems … Electronic discovery is a costly manual outsourced process Level 0 Chaotic Formal records program for physical records only Departmental policies – no visibility Some control over paper records End-user controlled email and documents Born digital information being printed out multiple times Some images (paper, fax, report) being captured Electronic discovery is a costly manual outsourced process Formal records program for both paper and electronic records Electronic discovery is still a costly manual process Enterprise policies – no visibility Some control over electronic records Manual declaration and classification by business users Electronic discovery somewhat supported by IT Key repositories for federation identified Records program includes litigation readiness Enterprise policies – some visibility and enforcement Some automated declaration of records – decreasing end- user burden Federation of key repositories started Electronic discovery increasingly supported by IT Expanded paper conversion to reduce risk and cost Records program embedded into key processes and IT infrastructure Enterprise policies – complete visibility and enforcement Integrated RM and electronic discovery processes – no end-user burden Enterprise paper conversion programs in place Enterprise federation strategy in place Level 1 Reactive Level 2 Proactive Level 3 Optimized Level 4 Advantage Productivity Quality Risk Waste Most Organizations Want To Be Here: Records Program Deployment Status

28. Where Can You Benefit From Agile ECM?  High-volume transactions involving paper or electronic documents  Transactions requiring aggregation of multiple or complex set of paper or electronic documents  How & where do you store critical corporate documents?  Do you have agreements for off-site storage and retention of documents?  What are your current records management practices?  Document-intensive collaborative projects  How are policies and procedures created and disseminated internally?  Do you have industry, regulatory or environmental compliance/reporting requirements 28  Improved decision making  Reduced costs  Increased flexibility/agility  Shortened time to value  Improved collaboration between IT and business Highlights

29. 29 Accelerate your journey! Industry Leading Portfolio  Leading in every category  Strong client acceptance  Open, extensible architecture Expanded Value  Foundational Tools, Information Agenda Guides and Workshops, Information Accelerators, Information On Demand Competency Centers Strong Eco-System  Over 35,000 people, cross-company IOD focused…  Over 2,000 new business partners Drive Smarter Business Outcomes With IBM Agile Enterprise Content Management