Tangible Benefits of E2.0 - Part 3: Real Examples
By billy.cripe on May 13, 2009
In Part 1 of this short Tangible Benefits of E2.0 series, we covered the bad news around E2.0 and ROI and Adoption.
In Part 2 we covered the good news from the research and theory angle. We saw that scholarly and researched proofs are emerging to prop up the soft benefit claims of better collaboration, increased team efficiency, and increased ability to innovate. These kinds of soft proofs are still emerging as THIS article on 7 ways E20 will cut costs demonstrates.Now in Part 3 we cover the good news from the anecdotal (case study) angle. In some cases the actuals are rather prosaic (as suggested by the 7 ways article linked above). I mean, who gets excited about the cost savings from reduced printing costs? Well here are four brief anecdotes of where Oracle Enterprise 2.0 technology played a big role in achieving real results for real people doing real tasks.
For instance, one insurance company used to photograph paper claims, convert those to microfilm, and reference claims with an arduous process of hunting through microfilm and comparing claim information to the benefits books that were relevant at the time. Today using Oracle Enterprise 2.0 technology, that company automatically captures paper claims and makes the electronic versions available to teams of claims processors who can work much more quickly and efficiently against dynamically managed claims queues. Furthermore, the company is designing the next phase of the system by spiraling their current solution up and out as claims can now be automatically mashed up with benefits information, annotated and redacted as necessary by claims staff for compliance and made available securely to claimants who can interact with their claim, and follow its progress. The a long linear business process became short, quick, and dynamic.
A real estate development organization wanted to better share information between people, systems and process. Property development is an information and feedback intensive process but using the Oracle Enterprise 2.0 technology for clearly defined purposes, the sales and CRM group is able to leverage best practices from other completed deals, systems have a single logical location to query for information and people are empowered to share and cooperate in ad hoc ways. They actually do cooperate because it makes their tasks easier and their outputs better quality.
A software company was struggling with its CRM system. Support staff couldn't easily share critical solutions they had learned or fixed for other customers and the company was reacting too much to out of control problems. By implementing the Oracle Enterprise 2.0 platform support staff are able to create and share their solutions in-the-flow of their daily work. They are able to analyse and predict and solve trouble before it gets out of control. They are able to interact with each other in an asynchronous way to boost their efficiency and collaboratively create better solutions for their customers.
Finally, a University had literally hundreds of websites without any common management, consistent branding, or even code base. The systems were jumbled and confused and created without any oversight or cooperation. Using the Oracle Enterprise 2.0 platform technologies they were able to consolidate and make consistent their web presence, management, and standardize on a set of tools for the University. Students expect a great deal of interactive capabilities with each other, their teachers and the community. The Oracle Enterprise 2.0 platform gives the University both the infrastructure for the collaborative student experience, allowing decentralized and ad hoc management of the different websites while keeping all the information and management logically centralized and socially enabled.
What all of this means is that purpose-driven approaches are able to successfully adopt enterprise 2.0 technologies to gain the benefits that the pundits and early adopters said they would. It also means that real world and immediate problems are able to be solved with a strategic approach that leaves room for growth without locking out new possibilities.
This is the core and the truth of business agility in our current global economy. Reality, is often mundane and prosaic. Your bank account interest is prosaic. But compounded interest over lots of cash or time gets very VERY interesting. We sit up and take notice. So don't write off the ordinary sounding results. The ordinary is also the firm and the solid, the reliable, the able-to-be-taken-for-granted. It is upon these foundations that the exceptional stands.