IBM FileNet Review

Allowed us to define a security structure to ensure authorized access to sensitive documents


What is our primary use case?

We store policies, documents, and customer data in the FileNet repository.

How has it helped my organization?

The solution has increased productivity. We're a life insurance company. We get claims. It becomes much easier to view documents on the screen and process the work immediately so that the next person can review it and the next business user can view it. It makes the process very easy.

It has also reduced operating costs and saved us time, on the order of days. It used to be that processing applications would take weeks. Because we have different departments, physically moving documents would take a lot of time. Now where everything is online, they can just read the document and pass it to the next person. Things get done within days now, not weeks.

The solution has helped us with compliance. The documents are highly sensitive, they contain PI, so we had to make sure that only authorized people can access them. We have defined the security structure within FileNet. Only the people who have access can read the documents. That's how we ensure compliance and security on them.

In addition, decision-making goes faster. We don't have to wait for physical documents. Users can log in to the application, look up the information, and take the decisions quickly now.

What is most valuable?

The document storage is the most valuable feature. And then, searching those documents by users is helpful.

The usability is very good. We like the Content Navigator. It's very easy to use the search and retrieve for documents and has a lot of options for the user to download documents or send an email.

What needs improvement?

In Content Navigator we want to see the ability to view different types of video. They have come up with video support. We are using HTML 5 but it's very limited. They don't have a lot support for a lot of video formats. We definitely want to see support for most types of video formats in the market. That's the main feature we are looking for.

There is room for improvement when we need a fix to a bug in the application. That has to be a little bit quicker as compared to other solutions. It takes time for them to release any interim fixes. That impacts business on our side. We have had to wait for the solution, and sometimes it takes three weeks, sometimes it takes more than a month.

What do I think about the stability of the solution?

It's very stable. We haven't had any issues as far as stability is concerned. It's highly-available, so it's definitely stable as compared to other products.

What do I think about the scalability of the solution?

It's easily scalable. We have multiple environments for FileNet, millions of documents. It's easy to scale and we don't have to worry about downtime.

How are customer service and technical support?

Technical support is good. When we have any issues, we open a PMR with IBM and we do get the response on time. The only thing is that if there are any bugs, it takes time for them to come up with the fixes. But other than that, the technical support is good from IBM.

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

We did work with Documentum and Alfresco, but we went with FileNet because we had been using it for a long time and we are happy with it. It's more reliable. And support is also very good when compared to others.

How was the initial setup?

If you ask a "fresher," the setup would be a little bit complex for him. But if you ask an experienced person who knows FileNet, it's easy for him. He knows exactly what to do.

In terms of integrating it with other solutions, we use Content Navigator within our in-house applications, and for the document viewing and searching. So we have created plugins and they use those plugins to access those features within Content Navigator.

What about the implementation team?

Everything was done in-house.

What other advice do I have?

The biggest lesson we have learned in using this solution is that nowadays everything is digitized so people want to take decisions faster. If you want to make your business processes faster, you have to think about a product like FileNet, which helps you take the steps.

Go for FileNet. It's good as a document repository. It has a lot of features and supports a lot of document formats. Content Navigator is a very good application. You don't have to write any custom code; you can just install it and start using it. Everything is out-of-the-box. You don't have to worry about writing custom code.

We don't use IBM Case Manager, but we have an in-house case management tool where we hooked up Content Navigator to view documents, so that really helped us.

I would rate the product at eight out of ten. It's very good. It does have a few limitations in the media formats and all but, overall, it's fine.

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