What is most valuable?
Right now, we're trying to roll out our automation to our branches. It's very, very important for us to do the re-engineering our business process right now from manual to automation. That's pretty much the most important feature.
Automation is one of the best parts of FileNet; second, of course, is the repository being able to actually archive all our documents in there; and then, records management, which we implemented about a year ago.
How has it helped my organization?
There are some tangible and intangible benefits. The tangible part is the cost savings and all that; the intangible is making everything more efficient, and being able to access the documents across the board, anywhere in our bank.
What needs improvement?
I've been working with our business partner on what we can improve, more on the presentation layer, on our content, as well as being able to provide us with more recommendations when it comes to how we apply the technology such as DataCap or Case Manager into our business right now. We're not quite getting that on the presentation level, because we need someone who will be able to present to us the latest and the greatest when it comes to technology, when it comes to ECM, so that we could present it to our business and say, “Hey, we have this.”
We're in our baby steps on this. After we have implemented a solution, we do a review and see how we can make it efficient. In that respect, I’ve mentioned the presentation. We're in banking, so there's a huge need to be able to see our search results and images, rather than just a text result panel. We're implementing that right now. I know ICN just came out about a couple of years ago. I wish they were fast enough to develop APIs for that. The presentation site that we use through our business partner is not quite developed yet. I wish that was developed already. I think the responsibility for that falls on both IBM and our business partner, but more on our business partner.
There's always a need for improvement. As I’ve mentioned, I wish the ICN part that our business partner is actually developing right now was already complete because we ended up purchasing an application that sucks. We're looking to replace it with the ICN.
I might give it a perfect rating if I was able to use DataCap as promised, definitely.
What do I think about the stability of the solution?
It is actually very stable. As of right now, the only negative feedback I have is on the capture piece, the DataCap part. We have actually piloted that. It didn't quite work out. I’m kind of hesitant to use the DataCap technology because of the unreliability. However, I heard that the current version is actually more reliable.
What do I think about the scalability of the solution?
It is definitely scalable. Right now, we're planning to move most of our departments over and I don't see any issues at all, infrastructure-wise, being able to accommodate most of our departments.
How is customer service and technical support?
We have a business partner that we go through, and then to IBM. The technical support we receive through our business partner is excellent. We have very good relationship with them. They provide and recommend solutions to us and how to make our setup more efficient. If we have a business case, we're set up to go.
What other advice do I have?
Do your research. Don't listen to the vendors all the time. Make sure you have a reference about using the technology and are able to get feedback from those customers.
The most important criteria for me when selecting a vendor to work with are knowledge, being able to support us and availability.
As far as I know, we do not have any plans to consider IBM for cloud, hybrid or box solutions.
Regarding new analytics or content management services that we are now able to provide to my organization, we haven't really gotten that far. We're taking our steps slowly, right now, because we are just trying to convert all of our departments into ECM.
Automation and capture were existing services that we are now definitely able to provide better than before.
We have plans to include mobile. That was the reason I attended a session on it at a recent IBM World of Watson conference. We're not sure yet how we're going leverage the mobility part. I just wanted to see what technology we need. According to their content, it looks like we have it; I just wanted to see how they use it.
Usability is excellent. The API website that we're using right now has everything. It's really good because it presents all the functionalities that we need in order to search and retrieve documents, as well as in workflow.
The feedback has always been positive regarding changes to our internal and external customers’ experience since implementing FileNet. A lot of our businesses right now are going to the next level; meaning, automating their business process right now and being able to use e-signatures and all that; integrating with FileNet.