What is most valuable?
The most valuable features for FileNet are the ability to do information governance, compliance, and implement case-centric or content-centric workflow solutions; to provide enterprise search capability; and we have Content Navigator. Those are a few.
How has it helped my organization?
It has provided our users the ability to conduct their business processes more efficiently. They're able to search documents faster; integrate with the external systems. We're still at a point where there are a lot of improvements that can be made through newer versions of the newer FileNet platform that is coming from IBM.
What needs improvement?
We are looking for real-world capabilities within mobile, which has annotation features. We saw a lot of things at a conference but we are looking for more advanced rule-based – or, even if not rule-based, a better – cognitive approach that can be applied to cases.
Those things, and we are also looking for an improved mobile experience for our customers.
I haven’t rated it higher because of the workflow engine. I believe it can be improved upon, looking at other workflow solutions like Pega and Lombardi. FileNet has room for improvement there, as well.
What do I think about the stability of the solution?
We do have certain concerns about stability, especially with large volume, even within that, around web service APIs. That is something we'll try to prove out in a lower environment. Outages have become a regular thing, especially with our C-MART on-demand APIs, not so much with the FileNet. We are having some memory leak issues. We are working with IBM on that, but we are looking for alternatives to see how we could mitigate those.
What do I think about the scalability of the solution?
If you implement the infrastructures correctly at the beginning, it's a pretty scalable solution. The platform is scalable, both vertically as well as horizontally.
How is customer service and technical support?
I have used technical support a lot. A lot of times, it is 10/10; sometimes 8/10; sometimes 5/10. That's how I would evaluate it.
We have a good partnership and we get a lot of good support from our IBM sales partners and through our PMR support, but occasionally we run into certain issues where I'll evaluate it a little lower.
How was the initial setup?
I was not involved in the initial setup of FileNet at my current organization, but in the past I have and we are right now, as I’ve mentioned, working on a road map and that will require a setup of FileNet in the organization.
From when I set it up in the past, while not exactly straightforward, if the methodology is followed, it is pretty streamlined and not so complex.
What other advice do I have?
It does most of the things that an ECM platform can do.
In the future road map, we are looking at mobile, the cloud, and those kind of things. We plan to use mobile in 2018. First, we want to try out search and retrieval with Content Navigator, possibly, and maybe through DataCap Mobile. Either one of them would be the first.
We’re also considering employing IBM cloud solutions at some point, but there are certain regulations and compliance that we have to factor in before we can do that. But we're thinking in that direction.
Cloud gives us benefits; for example, the infrastructure will be handled more efficiently. The cost can be reduced. We are also looking for a partner. It will also provide a partner who can manage our lower infrastructure rather than us having to keep upgrading ourselves and putting in those patches and stuff like that.
There aren’t yet any new analytics or content management services that we're now able to provide for our organization, but we were looking at those at conference, looking for cognitive solutions for Case Manager and DataCap. And we'll see an opportunity there.
We are actually at the onset of a transformation. We are looking at services we have not yet provided. We are looking at those opportunities as we do, what we are calling, our ECM transformation starting next year.
With the new Content Navigator platform, the usability has become a lot better and it has become integrated. I think it's becoming better with the new mobile integration; it's getting better and better.
When selecting a vendor to work with, the most important criteria for me are scalability, security, and that we also have strategic partnership with the vendor, somebody who can meet our roadmap objectives.