Zeus Kerravala
| November 8, 2021
| Topic: Digital Transformation
Organizations are in a rush to simplify their customer experiences, and the move to digital-first to handle this is gaining momentum. ZK Research has found that 95% have at least one digital initiative underway and that 74% of companies have accelerated their plans by at least one year since the pandemic began.
An average organization uses six to 10 content management systems. NewgenONE is designed to augment existing systems, instead of ripping and replacing them. Newgen integrates with existing systems, as was the case for one Newgen customer, a U.S.-based organization that owns and manages variable annuity life insurance.
The organization was struggling with a high volume of multi-channel service requests from policyholders and agents issued across different portals. It developed a solution on the Newgen platform that provides omnichannel customer engagement, low-code process automation, and contextual content services. The solution was integrated with the organization’s core systems, and 40 terabytes of content were migrated from four legacy repositories, including IBM Content Manager OnDemand (CMOD). Now the organization has a unified view for the user experience and intelligent content classification.
“A smoother experience for the employees really translates into how you are ultimately delivering the result. In this instance, the internal employee productivity and efficiency increased, so the external customers were feeling the benefits also,” said Raman.
Another customer, a Fortune 100 U.S. insurance company, was managing years’ worth of litigations and class action suits using manual auditing and legacy systems. Newgen partnered with Infosys to integrate with the company’s core systems and create a unified user interface for viewing multiple documents, files, and folders. The partnership resulted in a web app for lawyers to track and manage cases, as well as collaborate internally and externally. The lawyers were able to use the low-code interface themselves to create their own experiences.
The simplicity of the NewgenONE platform enables users to configure how they want to see certain dashboards, depending on the nature of their work. According to Raman, these are just a few examples of how customers are using the platform. There are many other enterprise use cases on which Newgen is working.
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