EMC DOCUMENTUM XCP
Accelerate the development of custom content-enabled solutions
to support case management
ESSENTIALS
• For IT:
– Accelerate the application
lifecycle and decrease deployment complexity
– Eliminate the need for
traditional development
– Effectively accommodate
changes and upgrades to systems, environment and infrastructure
– Improve the user experience
and boost productivity
– Enhance enterprise
applications with content
– Reduce costs and improve
operational efficiency
– Handle data security and
information integrity
• For the business:
– Build the foundation for
intelligent case management
– Improve visibility into
customers and trends
– Manage and relate
information from many sources
– Automate the
decision-making process with flexibility for human insight
In an ideal world, creating and developing solutions to meet the requirements of individual business use cases would be fast and easy. Instead of expecting users to make do with one-size-fits-all solutions, or painstakingly building coded custom applications, IT departments could deliver solutions quickly and adapt them as business needs change. Instead of incurring the expense of building, maintaining, integrating and upgrading custom applications, your IT team could cut costs and reduce lengthy development cycles. You could deliver modern applications with elegant, intuitive user interfaces and built-in process steps for individual use cases, capable of pulling together information from a variety of disparate sources and providing a complete audit trail.
In fact, that ideal state is a reality today. With EMC® Documentum® xCP, IT teams can build a wide range of cloud-ready business solutions to support information-intensive, decision-oriented and process-centric requirements. For example: • An insurance company must manage and relate information from multiple systems and sources, including Big Data. A complete record of all related content, correspondence and interactions must be maintained for audit or regulatory purposes, with full visibility into customer activity and the ability to monitor trends.
• A commercial bank must automate and improve decision-making processes for customer service, such as whether to approve or reject an application for a product or service—a loan, a line of credit and so on. Measurements such as key performance indicators are required for continuous process improvement. • A healthcare provider must automate manual, repetitive or exception-based
processes, yet allow for human insight. Work queues must be established across a set of information workers with a variety of skills to ensure that work can be delegated or escalated to other individuals as appropriate.
SOLUTION OVERVIEW
CENTRALIZING RELATED INFORMATION IN AN ACCESSIBLE
CASE FOLDER
Today, most knowledge workers managing a transaction must search through multiple sources to gather the right content. They expect that the file contains all the right evidentiary documentation to support decision-making as well as compliance—which, in fact, it may or may not.
xCP streamlines this manual, error-prone process with a mechanism in place to assure completeness of documentation. Rather than a workflow-driven process, the case management approach supported by xCP recognizes the interdependent relationships between data, content, people, systems and policies.
xCP employs an enhanced data model and integrated content analytics that help identify, collect and manage related information and interactions in the right context. This information is stored in a common location: a case folder. The case folder maintains a complete record of any content that was added, viewed or changed, including any interactions that took place between people, decisions that were made, and processes and policies that were applied. This “virtual folder” enables all users involved to collaborate on a particular case.
With a holistic view of cases centered around a specific transaction, users have a complete view of relevant information and access to related deliverables. They can create, locate, view, revise and manage any type or format of content— including video, images, forms, documents, e-mail, records and correspondence— using full-text search and faceted navigation to find what they need quickly. There is no longer any need to search through disparate systems; related data is centralized, and case folders are generated dynamically that store, manage and route a complete record of related items, readily and easily available. Creating an end-to-end audit trail is simple.
AT A GLANCE: DOCUMENTUM XCP IN THE REAL WORLD
And the user experience is role-based and contextual, presenting a personalized view of information. With built-in content and process analytics, xCP supports comprehensive reporting, enabling the user to view dashboards, charts and dynamic reports associated with roles. This way, users receive access to the relevant information required to support their decision-making. They can improve their visibility into customers, for example, and set up their own key performance indicators to monitor specific trends.
AUTOMATING DECISION-MAKING PROCESSES
Every enterprise has some policy or procedure in place for managing approvals, whether formal and structured or informal and ad hoc. Controls are often bypassed, however, as people step outside established processes in the interests of time or expediency.
Regulated industries as well as policy-driven enterprises, on the other hand, must follow set processes and standard operating procedures without deviation. Yet they require flexibility for exceptions and situations where expert review and approval is in order.
xCP automates management of controlled documents and workflows while eliminating time-consuming manual steps, supporting compliance and validation of rules-based processes. The workflow presents a complete set of information for each step, with the proper controls in place, to support consistent, sound decision-making.
All documentation involved during and after the approvals process is managed and then archived in a secure repository for complete records and efficient auditing.
LEVERAGING REUSABLE CONTENT AND MODELS
Let’s take a look at how xCP works. xCP is built on the EMC Documentum platform, leveraging its core content management capabilities: content import and export, metadata, versioning renditions, security and library services. The Documentum platform accepts and indexes all content types, paper or electronic, and can access information from any business system.
All user interfaces and process models created with xCP are reusable, because they are stored and versioned in the Documentum platform. Integrated composition tools enable the rapid design of solutions that leverage business processes, information models, reports and multiple data sources including big data. xCP is integrated with EMC Captiva, which intelligently captures documents and data and transforms it into usable electronic format for indexing and proper queuing. It also integrates with EMC Document Sciences xPression for document creation and distribution. xPression is a single platform supporting brand-compliant corporate communications that can be generated to the customer’s
AT A GLANCE: DOCUMENTUM XCP IN THE REAL WORLD
Halkbank, one of Turkey’s most successful full-service banking institutions, recognized that its legacy document management system was impeding its
SOLUTION OVERVIEW
xCP is broadly used by companies to build in-house solutions, by the EMC Enterprise Content Division to create use-case-specific applications, and by EMC partners to create solutions for their customers.
OFFERING SPECIALIZED FEATURES FOR DEVELOPERS
The xCP Designer contains a full library of prebuilt UI widgets, business-process activity templates and data services. Use of data services reduces the cost of coding and maintaining connections with internal systems by leveraging standards-based messaging within a business process. This enables the exchange of data and triggering actions in other business systems of record, such as customer relationship management, ERP, supply chain management and databases at runtime. Virtually all HTML-based business systems are supported, and no changes are required to the infrastructure of the calling application. Integration can be configured quickly by a fairly junior consultant.
AT A GLANCE: DOCUMENTUM XCP IN THE REAL WORLD
Tata Power, India’s largest integrated power company, lacked control over core business activities that relied on unstructured data. Manual workflow processes resulted in lack of visibility into non-transaction-based activities, hindering critical decision-making. Via Documentum xCP and Captiva, Tata Power can now extract value from unstructured data while automating complex information-intensive processes. The company reduced workflow cycle times by 40%, and has gained access to real-time monitoring and analytics to drive informed business decisions. Automating and integrating processes enables the organization to work effectively as a single entity that shares information.
Through an active xCP development community, your team can access prebuilt software accelerators, sample applications, libraries, utilities and design patterns that incorporate best practices, accelerating time to value.
Deploying xCP involves a single installation of a single extremely lightweight browser component. Nothing needs to change on the user’s desktop to enable additional use cases.
CONTENT-ENABLING EXISTING APPLICATIONS WITH XIS
xIS is a small browser add-in that scrapes HTML and passes it to xCP. A lightweight Web service tells the add-in what to scrape and what xCP page to call, based on the URL from which xIS is called. The add-in provides rapid insight from the source applications.
For the user, xIS is invisible; the user clicks on a browser button while looking at an enterprise application—a CRM solution, for example. Context is passed from the screen to the xCP application, with the key data already filled in.
From an IT perspective, xIS is in use without any change to the enterprise application, as context is scraped from the underlying application’s HTML. HTML is parsed and processed to deliver the context-appropriate xCP functionality. (xIS does not include the browser component, since that depends on how your company chooses to implement it in its current infrastructure.)
EVOLVING TO INTELLIGENT CASE MANAGEMENT
Traditionally used in social services, healthcare, banking, insurance and legal environments, case management is a pattern of work that is rapidly expanding into many other industries. Organizations are recognizing that a case management approach can make information easily accessible, up-to-date, quickly tracked and more manageable in the context of business processes.
EMC Documentum xCP represents the ultimate foundation for the move to intelligent case management—merging enterprise content management (ECM), business process management (BPM) and analytics to boost the productivity of knowledge workers. ECM captures and stores all relevant business artifacts, and enables them to be located quickly. BPM focuses on the processes and workflows involved. Analytics extracts and organizes information to provide relevant insight.
Intelligent case management takes these capabilities even further to manage the entire lifecycle of your case processes, providing document and data capture, ECM, BPM, search and analytics, collaboration, customer communications and records management. With EMC Documentum xCP, your organization has the key building blocks in place for intelligent case management—to work smarter and faster while reducing risk, improving customer service and lowering total cost of ownership.
REALIZING THE BENEFITS
Documentum xCP is available today—a proven solution that EMC has continually improved to meet the needs of today’s enterprise. Organizations that want to boost productivity for business users and developers alike, support effective decisions and improve business outcomes have realized a rapid return on investment with xCP.
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