Customers are demanding more from organizations. The client wants to receive personalized information, on any device, at any time. Currently, clients receive incorrect, outdated, and poor-quality information, through brochures, the Internet, e-mails, and advertisements.
Business processes are not automated—or not automated correctly—to provide targeted information through the right media at the right time. Enterprise content management (ECM) vendors are trying to provide solutions to help organizations succeed in providing a full "customer experience" to their customers. Organizations aim at strengthening the customer's loyalty, improve brand recognition and corporate image, and optimize processes, including acceleration of time-to-market. Organizations should therefore focus on delivering personalized and relevant content, combined with consistency.
Interwoven is the first vendor to provide a full end-to-end solution for this customer experience. Headquartered in Sunnyvale, California (US), the vendor is a provider of ECM solutions. It was founded in 1995, and currently has more than 750 employees across 15 countries. Interwoven provides solutions for a wide variety of industries, but is extremely strong in the legal and financial industries. The vendor categorizes its main focus as being in customer experience, professional services, and financial services solutions.
Interwoven began as a web content management (WCM) vendor, providing a solution for document management, as well as the ability to publish this content to different web sites. Throughout the last five years, Interwoven has acquired companies in digital asset management (DAM), records management, and collaborative document management, and has integrated these solutions with its existing software to offer a full range of functionality in ECM.
Interwoven has struggled financially in the past. In 2001 and 2002, with the downfall of the internet market, Interwoven experienced a decline in revenue, along with a net loss of $47.5 million (USD) in 2003 and a $23.7 million (USD) net loss in 2004. The losses were associated with the acquisition of iManage, among others. But during the last two years, Interwoven has improved its situation, with a 9 percent increase in revenue in 2005 to $175 million (USD), and $130 million (USD) debt-free in cash. Interwoven's current base is over 3,450 customers, which represents a 14 percent increase from 2005. Interwoven had a boost in 2005 as well, when it generated an operating margin of 8 percent (non-generally accepted accounting principles [GAAP]), an increase of 167 percent over 2004.
Interwoven's Solution
Interwoven provides a full ECM solution, covering the main ECM functionalities (document management, WCM, records management, imaging, collaboration, and workflow). See Enterprise Content Management: It Is More than Just Web Content Management. This is in addition to more specific functionality such as e-mail management and DAM (see Document Management and Digital Asset Management: Is There a Difference and What Might It Be?). Interwoven offers these core components in the six products we'll examine next.
TeamSite for Web Content Management
TeamSite remains one of Interwoven's leading products for managing intranets, internal portals and public web sites, dealer portals, and extranets. In addition, Interwoven's LiveSite Content Publishing Server, brings a new interface and presentation to the business user.
Clients using a pre-6.0 version of TeamSite mention that it is less user friendly because TeamSite uses its own interface, and is not available through a browser. Currently, TeamSite has portal interfaces to BEA, IBM, and SAP—and with LiveSite, a fully browser-based interface.
WorkSite for Document Management and Collaboration
Interwoven WorkSite is an inheritance of the acquisition of iManage in 2003. WorkSite revenue mainly stems from the professional services market (legal, accounting, and management consulting), and covers core document-handling features, including check-in/check-out, version control, full-text and metadata search, and document-level security and permissions. WorkSite is offered for both the .Net and Java 2 platforms and is actively supported and developed. Interwoven is aggressively focusing on the financial services market with its WorkSite MP product ("MP" standing for "management platform").
WorkSite also addresses Interwoven's e-mail management functionality. WorkSite can route incoming and outgoing e-mail messages (which reduces the overload of the e-mail servers), and place the e-mails in the appropriate folders of the WorkSite Communication Server. This makes it possible to share the information within the e-mails across the organization.
Interwoven made a smart move by adding e-mail management to their product suite with respect to current compliances and regulations. See Managing the Overflow of E-mails.
MediaBin for Digital Asset Management
Interwoven's MediaBin provides one of the leading DAM solutions. Interwoven acquired MediaBin in June 2003. As a result, there are more customers combining TeamSite with MediaBin in their solution suite to leverage Interwoven's capabilities. With the new development of functionalities for MediaBin, Interwoven is focusing on marketing departments by enabling Microsoft PowerPoint management capabilities to MediaBin.
In the DAM market, Interwoven competes with niche players such as Chuckwalla and ClearStory Systems, as well as other ECM vendors such as EMC/Documentum, and Open Text, which acquired Artesia in August 2004 (Artesia was the market leader at that time).
Records Manager for Records Management
In August 2004, Interwoven acquired Software Intelligence, a pure-play vendor for records management. As this product mainly focuses on the legal industry, Interwoven integrated this solution with WorkSite, providing management of paper, electronic documents, and e-mail, in a single solution. Currently, Interwoven offers a single interface for document and records management, and has extended the integration to all Interwoven repositories, including third-party content repositories, based on a service-oriented architecture (SOA).
SOURCE:-
http://www.technologyevaluation.com/research/articles/enterprise-content-management-solution-creates-the-ultimate-customer-experience-18661/
Business processes are not automated—or not automated correctly—to provide targeted information through the right media at the right time. Enterprise content management (ECM) vendors are trying to provide solutions to help organizations succeed in providing a full "customer experience" to their customers. Organizations aim at strengthening the customer's loyalty, improve brand recognition and corporate image, and optimize processes, including acceleration of time-to-market. Organizations should therefore focus on delivering personalized and relevant content, combined with consistency.
Interwoven is the first vendor to provide a full end-to-end solution for this customer experience. Headquartered in Sunnyvale, California (US), the vendor is a provider of ECM solutions. It was founded in 1995, and currently has more than 750 employees across 15 countries. Interwoven provides solutions for a wide variety of industries, but is extremely strong in the legal and financial industries. The vendor categorizes its main focus as being in customer experience, professional services, and financial services solutions.
Interwoven began as a web content management (WCM) vendor, providing a solution for document management, as well as the ability to publish this content to different web sites. Throughout the last five years, Interwoven has acquired companies in digital asset management (DAM), records management, and collaborative document management, and has integrated these solutions with its existing software to offer a full range of functionality in ECM.
Interwoven has struggled financially in the past. In 2001 and 2002, with the downfall of the internet market, Interwoven experienced a decline in revenue, along with a net loss of $47.5 million (USD) in 2003 and a $23.7 million (USD) net loss in 2004. The losses were associated with the acquisition of iManage, among others. But during the last two years, Interwoven has improved its situation, with a 9 percent increase in revenue in 2005 to $175 million (USD), and $130 million (USD) debt-free in cash. Interwoven's current base is over 3,450 customers, which represents a 14 percent increase from 2005. Interwoven had a boost in 2005 as well, when it generated an operating margin of 8 percent (non-generally accepted accounting principles [GAAP]), an increase of 167 percent over 2004.
Interwoven's Solution
Interwoven provides a full ECM solution, covering the main ECM functionalities (document management, WCM, records management, imaging, collaboration, and workflow). See Enterprise Content Management: It Is More than Just Web Content Management. This is in addition to more specific functionality such as e-mail management and DAM (see Document Management and Digital Asset Management: Is There a Difference and What Might It Be?). Interwoven offers these core components in the six products we'll examine next.
TeamSite for Web Content Management
TeamSite remains one of Interwoven's leading products for managing intranets, internal portals and public web sites, dealer portals, and extranets. In addition, Interwoven's LiveSite Content Publishing Server, brings a new interface and presentation to the business user.
Clients using a pre-6.0 version of TeamSite mention that it is less user friendly because TeamSite uses its own interface, and is not available through a browser. Currently, TeamSite has portal interfaces to BEA, IBM, and SAP—and with LiveSite, a fully browser-based interface.
WorkSite for Document Management and Collaboration
Interwoven WorkSite is an inheritance of the acquisition of iManage in 2003. WorkSite revenue mainly stems from the professional services market (legal, accounting, and management consulting), and covers core document-handling features, including check-in/check-out, version control, full-text and metadata search, and document-level security and permissions. WorkSite is offered for both the .Net and Java 2 platforms and is actively supported and developed. Interwoven is aggressively focusing on the financial services market with its WorkSite MP product ("MP" standing for "management platform").
WorkSite also addresses Interwoven's e-mail management functionality. WorkSite can route incoming and outgoing e-mail messages (which reduces the overload of the e-mail servers), and place the e-mails in the appropriate folders of the WorkSite Communication Server. This makes it possible to share the information within the e-mails across the organization.
Interwoven made a smart move by adding e-mail management to their product suite with respect to current compliances and regulations. See Managing the Overflow of E-mails.
MediaBin for Digital Asset Management
Interwoven's MediaBin provides one of the leading DAM solutions. Interwoven acquired MediaBin in June 2003. As a result, there are more customers combining TeamSite with MediaBin in their solution suite to leverage Interwoven's capabilities. With the new development of functionalities for MediaBin, Interwoven is focusing on marketing departments by enabling Microsoft PowerPoint management capabilities to MediaBin.
In the DAM market, Interwoven competes with niche players such as Chuckwalla and ClearStory Systems, as well as other ECM vendors such as EMC/Documentum, and Open Text, which acquired Artesia in August 2004 (Artesia was the market leader at that time).
Records Manager for Records Management
In August 2004, Interwoven acquired Software Intelligence, a pure-play vendor for records management. As this product mainly focuses on the legal industry, Interwoven integrated this solution with WorkSite, providing management of paper, electronic documents, and e-mail, in a single solution. Currently, Interwoven offers a single interface for document and records management, and has extended the integration to all Interwoven repositories, including third-party content repositories, based on a service-oriented architecture (SOA).
SOURCE:-
http://www.technologyevaluation.com/research/articles/enterprise-content-management-solution-creates-the-ultimate-customer-experience-18661/
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