IBM ECM Review

It can capture different pieces within a document, classify them and move the document into the correct back-end solution.


What is most valuable?

The most valuable feature is being able to just capture the different pieces within a document, being able to classify them and get the document going into the right back-end solution.

How has it helped my organization?

It has allowed us to take all of our faxes and put them directly into our systems versus having to print them off first and then scan them in. It's greatly sped up our front-end processing. It's made us a lot more efficient.

We are not considering employing IBM on cloud, hybrid or box solutions, at this time, although we are starting to look at it. We don't have the latest and greatest Datacap. We're hoping to be able to see some of those on the cloud, and be able to say, "Oh yeah. That's what we need," and then work, kind of as another extension of our systems. We have a test system, a QA system and a production system, and we would like to be able to see a system with the latest and greatest of Datacap and then ask, can we use it?

There are definitely new analytics services that we're able to provide to your organization now. We’re now able to see our documents going through, the process, how fast they’re going through. Some of our documents are time-based, so we're able to say, "Yup, they made it through the system in this amount of time."

Some of our SLAs on our documents have been greatly improved. We're able to show and prove that our SLAs are working and that we're getting our documents in on specific times.

The documents we're putting through the system has greatly increased. Our internal and external customers are using Datacap in a totally different way. Their jobs have changed tremendously because in the past they were doing a lot more indexing and so on, and now they don't have to.

We do not have plans to include mobile, at this time.

What needs improvement?

Datacap is a very complex system. There are Taskmasters, there's Rulerunner, there are all these different pieces. It seems to me that these pieces were written by different people, although I don't know the newest and latest and greatest; we're on 8.1. It would seem that they could kind of converge them into one big package. Save on one screen is not necessarily a save on another screen, right now anyway. Make it comprehensive and the same across all parts of the tool. It is very much an ease-of-use issue.

It's very powerful, but it's also very complex. Make it easier to use.

What do I think about the stability of the solution?

Our Datacap system has been great. It's stable; very, very stable. We've had one down time and IBM was able to step in and get us up as quick as they could. It was a very good showing of IBM's capabilities of helping us.

What do I think about the scalability of the solution?

We're able to scale. We've got two Rulerunner servers now. We're going to add two more; very easy to scale.

How are customer service and technical support?

We have used technical support a few times. It’s very good; excellent on their tech support.

Which solution did I use previously and why did I switch?

I was involved in the decision process to invest in Datacap from the technical side, but not as an overall yes or no kind of a thing.

We were previously using a different system, RRI, that actually got bought out by a bigger company and they made it very difficult to actually work with. That's why we ended up looking for something else.

How was the initial setup?

Initial setup was complex, but I think it was the BlueCross side that was complex, working through all of our security and networking, and so on.

Which other solutions did I evaluate?

It's been a while since we did the research. We actually brought Datacap in before it was bought by IBM. We've had it for a while. I know we looked at it and a few other solutions. I think Documentum was one of them. I don't remember, and I don't know necessarily why. The architects liked the technology of Datacap enough that they decided that was where we should go.

It was BlueCross that slowed down the decision-making process. We were looking for a system that could do some of our documents all on its own in the background and Datacap was able to do that: take in our faxes; turn around and do stuff with them that no other system could do; and then just get the data we needed off of them and send them on their way, without us having to do anything with them.

I think it took six months to a year to decide what we were going to do with it.

We did not consider building a solution in-house.

What other advice do I have?

Depending on what you’re looking for, I think Datacap does a really good job. I'm looking at some of the mobile stuff and it looks very cool. I wish we were getting into more of the mobile because I would like to see that. Depending on where or the way you are looking, I would say, look closely at Datacap. I think it's a really good tool.
It's very powerful. It does what it's cut out to do.

Speed of the build and being easy to work with are the most important criteria for me when selecting a vendor to work with. They don’t have to be local; that didn’t seem to be an issue. Our last application was built by IBM and professional services did a great job.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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