Enterprise Content Management (ECM) has evolved over the years as the terminology has changed. Imaging paper documents gave way to document management, which in turn has grown into ECM.
“ECM is a bit of a change for some of these areas. ECM implies an expansion in scope to an enterprise level,” says David Packer, a principal for the technology consulting group X by 2. “ECM also touches the content that carriers are bringing in from non-traditional areas—things like web portals and web systems.”
Great American Insurance Co. has been using the FileNet ECM solution from IBM as its primary ECM solution for over a decade, according to Karen Elliott, Great American’s divisional senior vice president with responsibility for information technology governance, compliance and supporting services. Fortunately for the property & casualty carrier, the solution has evolved to accommodate many of the changes that have taken place in content management over that timeframe, such as text analytics, predictive analytics, and case management.
Analyzing the Content
Glatfelter brought all of its productivity data into the company’s data warehouse. Because workflows are tailored to the different underwriting departments, Umland explains that the insurer is in the process of making those workflows and definitions consistent.
Content management in the cloud remains fairly nascent, according to Packer.
One of the key areas to focus on is unstructured data, which to many people means audio and video files and photographs, but Callahan points out that some text files also are unstructured and if insurers cut up the unstructured data pie, text data is the largest portion of the pie followed by images—accident pictures, inspection pictures of a house—and then audio files, such as recorded reports for claims investigations.