EIM for the masses!
How hard are your customers working for you? Admittedly, I'm asking an unusual question but, given that most of your customers have a powerful computer sitting idle in their pocket, I’m not sure that many companies are asking themselves this question.
Enterprise Information Management (EIM) is typically used to describe the wealth of technology and products that companies have purchased to efficiently manage the processing of all forms of customer data & communication from paper and digital to voice. This allows companies to provide competitive customer service but often, there are high staff costs associated with the operation and maintenance of such systems. Which got us thinking; is it possible to “outsource” some of this work to the customers?
The SETI Example
An excellent example of this concept is provided by SETI (www.seti.org), the organisation established in 1984 to Search for Extra-Terrestrial Intelligence. SETI currently has over 130 scientists, educators, and support staff plus a serious investment in IT behind it. The costs of running SETI must already be very big, but the Universe is bigger still! How can one organisation monitor the universe for the signs of alien intelligence, such as radio waves?
SETI’s solution is the same as inovoo’s approach to EIM: empower customers to do some of the work for you. In SETI’s case, “customers” allow their home PCs to run a small program that downloads and analyzes radio telescope data, usually when the computer is not being used for anything else (see https://setiathome.berkeley.edu/).
The inovoo Approach
Like SETI, companies have invested significant sums in EIM & IT and their customers have powerful mobile devices that they love to use. As a result, inovoo has developed a new way for companies to extend their EIM investment out to customers, using our GUI-based Customer Exchange Platform (CxP) and smart process app generator tool, which removes the need for bespoke app development. The mobile app accesses the central EIM resources through CxP and is used by the customer to e.g. digitize paper, validate OCR results, update address records and even populate the archive. All information is shared through a dedicated, secure channel to CxP and exception reporting monitors all data.
Making powerful, cloud-based EIM such as scanning, classification and archiving available to customers in this way means that they are empowered to self-serve, thereby reducing labor-intensive manual processes and costs for a company. Customer satisfaction increases too, giving them the feeling that they are always in control of their own account.
Who knows, if there IS alien life out there, perhaps they also need a new app...