For Business Process & Applications Professionals

Best Practices: Mastering Output Options For Customer Communications

Simple Ways To Cut Costs And Improve Customer Experiences Are Hard To Achieve

by Craig Le Clair, Sheri McLeish, September 29, 2009

A new generation of document output for customer communications management (DoCCM) technology promises to reduce costs, improve the customer experience, and expand output beyond the print channel. Yet best practices must also evolve to achieve these promises. . . .

For Information & Knowledge Management Professionals

Case Study: ABN AMRO Cuts Costs, Improves Data Quality In Document Output And Core Apps

by Sheri McLeish, September 29, 2009

Today's customer communications demand seamless coordination between print and online channels. For regulated industries like financial services and insurance, documents require exacting standards to meet regulations that may vary and frequently change. . . .

For Information & Knowledge Management Professionals

The Forrester Wave™: Document Output For Customer Communications Management, Q2 2009

No Overall Market Leader Emerges As Vendors Build Out DOCCM Capabilities

by Craig Le Clair, Sheri McLeish, June 25, 2009

In Forrester's 95-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found no overall Leader across all segments; however, numerous Strong Performers and Contenders bring their own strengths to the structured, . . .

For Infrastructure & Operations Professionals

TechRadar™ For I&O Professionals: Green IT 1.0 Technologies, Q2 2009

Helping IT Ops Professionals Understand And Prioritize Green IT Hardware, Software, And Service Investments

by Doug Washburn, June 12, 2009

Green IT is on the rise. Even in the face of a weak economy, twice as many organizations expect to accelerate their green IT plans as expect to slow them down. Why is this? Green IT initiatives are financially motivated, exposing opportunities for cost . . .

For Infrastructure & Operations Professionals

No Capex, No Problem: Eight "Guerrilla" Tactics To Reduce Facilities Costs Without Capital Investment

by Doug Washburn, May 8, 2009

Reducing facilities costs — such as energy, paper, and real estate — is a top priority in 2009 for IT infrastructure and operations (I&O) professionals as organizations look to cut expenses. As investment plans shift to supporting these broader cost . . .

For Business Process & Applications Professionals

Best Practices: Customer Onboarding

A Visible Target During Economic Uncertainty

by Craig Le Clair, April 27, 2009

Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in customers abandoning the application process, loss of . . .

For Business Process & Applications Professionals

In Good Times And Bad, Document-Centric Web Transactions Lower Costs And Improve Experience

Use BPM And DOM Technologies To Move To On-Demand Transactions

by Craig Le Clair, December 17, 2008

Despite delivering tangible cost savings, document-centric transactions have moved to the Web rather slowly for a number of years. Yet the need for electronic statement delivery, tying customer self-service events into accounting opening, and moving document-centric . . .

For Information & Knowledge Management Professionals

Forrester TechRadar™: Enterprise Content Management, Q2 2008

Content Services Are Disruptive; Imaging Delivers High Business Value

by Kyle McNabb, June 27, 2008

The volume of emails, video, documents, Web sites, collaborative workspaces, scanned images, corporate records, blogs, statements, and other types of content continues to explode. Enterprises don't just need to manage content to reduce risk, they must . . .

For Information & Knowledge Management Professionals

Drive Forward With Dynamic Publishing

DITA Helps Give Meaning To XML And Content Management

by Sheri McLeish, May 14, 2008

Dynamic publishing — the ability to create content and repurpose it for the appropriate audience in the right medium — dramatically enhances an enterprise's ability to localize and deliver multichannel content. While dynamic publishing can enable faster . . .

For Information & Knowledge Management Professionals

Market Overview: Document Processing Services

Using Managed Services To Tackle Document-Centric Needs

by Craig Le Clair, April 29, 2008

Many information and knowledge management (I&KM) professionals still view document processing services (DPS) as a diverse set of specialized services that support document-intensive business processes. Yet over the past year, DPS offerings have separated . . .

For Information & Knowledge Management Professionals

Best Practices: Distributed Output Services

The Office: A Visible Target During Economic Uncertainty

by Craig Le Clair, April 17, 2008

In most organizations, distributed output devices such as printers, fax machines, and scanners seem to magically multiply. Although enterprises often do not count the cost, the amount of money spent on distributed output is astounding, and it greatly . . .

For Information & Knowledge Management Professionals

Market Overview: Document Output Management

Using Software To Help Improve Multichannel Customer Experiences

by Craig Le Clair, February 8, 2008

Information and knowledge management (I&KM) professionals looking to help line of business owners improve the customer experience increasingly realize the potential that document output management (DOM) has to satisfy their customer experience concerns. . . .

For Information & Knowledge Management Professionals

Give DOM Its Due

Move Beyond Back-Office Document Production To Interactive Content Apps

by Craig Le Clair, October 24, 2007

For years, document output management (DOM) has been pegged as a back-office operation that produces customer statements and bills. Now, customer experience demands will thrust DOM into a major software category supporting the growing and diverse content . . .

For Information & Knowledge Management Professionals

How To Save Money And Be A Greener Business: Shine A Light On Office Peripheral Management

by Craig Le Clair, September 17, 2007

In most organizations, printers, fax machines, and scanners seem to magically multiply without human intervention. Although companies often don't count the cost, the amount of money spent servicing such equipment that is aging or underutilized is astounding . . .

For Information & Knowledge Management Professionals

A Financial Services Company Moves To Micro-Segmentation In Print Channel

by Kyle McNabb, December 13, 2006

A large retail financial service company in North America needed more agility in targeting customers with offers through direct mail. Yet with lines of business and marketing execs married to traditional, mass marketing direct mail processes, the technology . . .

End Users: Outsource Printing To Specialists

Outsourcing Printing Services To Desktop Outsourcers Looks Totally Inefficient

by Richard Peynot, June 14, 2006

Companies increasingly wish to include printing services in outsourcing contracts, especially when they buy desktop management services. Apart from HP Services, most service providers cannot deliver satisfying printing services and don't seem to possess . . .

HP Tackles The High Cost Of Printing

Ford Motor Company Signs On For 30% Savings

by Julie Giera, March 12, 2004

How can a company like Ford Motor Company save between 1% and 3% of its annual revenues? By outsourcing its printing and copying. Yes, printing. That underappreciated, underrecognized, boring technology that everybody depends on. HP announced last week . . .

Business Continuity Planning: Print-to-Mail Contingency Service Providers

by Colin Rankine, May 9, 2002

Users with very substantial print-to-mail operations needs should consider independently negotiating with providers such as Mail-Gard to avoid mark-up by interim service providers/brokers.

Electronics for Imaging Debuts Remote Printing Service

by Robert Markham, November 9, 2001

The locality and abundance of available sites that have installed the EFI hardware necessary to support this service will have a direct affect on how successful the service is.

Windows XP Home: Securing the Guest Account

by Ken Smiley, October 24, 2001

If users of Windows XP Home edition do not employ some form of firewall, then the guest account should be password protected to avoid file and print sharing based attacks.

For Business Process & Applications Professionals

Bar Code Printers No Longer an Island of Functionality

by Tom Harwick, October 2, 2001

Clients should no longer be paying clerical workers to type R/3 printouts back into a PC to create bar code labels. Now that out-of-the-box integration is available, volumes of even a few dozen labels per day should be automated.

Secure Printing Solutions Are Few and Far Between

by David Friedlander, August 22, 2001

Because of the cost of acquiring and maintaining solutions to address document authenticity needs, Giga advises outsourcing part or all of this function.

Printing in a Distributed Citrix Environment: Solving the Bandwidth Problem

by David Friedlander, May 8, 2001

Increased print traffic over the wide area network can quickly bring the network to its knees, but it is difficult to regulate the print traffic in an acceptable fashion. There are a handful of options available that can help.

Multifunction Workgroup Printers: Keep Color Printing Separate

by David Friedlander, April 5, 2001

Users considering deploying multifunction devices should avoid deploying color models as general-purpose workgroup printers. In most instances, color workgroup printers should be kept in place for specific user constituencies that need them.