Enterprise content management has evolved to a level of sophistication and importance where it can now address a broad range of business process requirements identified by the TeleManagement Forum’s enhanced Telecom Operations Map (eTOM). ECM can effectively manage the critical corporate content associated with many of the eTOM business processes in a cost-effective manner. ECM can also integrate (using a services oriented architecture) with existing BSS/OSS to reduce costs, increase efficiency and improve the customer experience. A provider can use the eTOM to systematically identify business areas that can benefit through use of an ECM platform and applications built upon it.
ECM is particularly relevant to two areas of the eTOM’s Operations area. Customer relationship management can be significantly enhanced by ECM’s ability to manage the growing volume of “unstructured” customer data such as contracts, correspondence and billing statements. The combination of this information with customer data maintained in the CRM system provides a “single view of the customer” that enables faster resolution of customer inquiries and a greater level of customer satisfaction. The high volume of transactions involved in supplier and partner relationships can be executed more efficiently – from procurement through payment – through the application of ECM and integration with ERP systems.
By adopting an enterprise strategy, a provider can address a wide range of business process requirements with a single platform thereby lowering the overall total cost to meet these needs in comparison to implementing multiple isolated point solutions. A well developed ECM strategy can positively impact a variety of a provider’s operations and services; therefore, evaluation of an ECM vendor should also consider the vendor’s established industry competency and the vendor’s overall ability to offer software, hardware and services specifically tailored to the communications industry.
IBM ECM Industry Strategy White Paper: Using the eTOM to Develop an Enterprise Content Management Strategy (20 pages, 831kb)