What does collaboration mean for today’s business?

These days, a business's customers want more personal service, more customization, more value - on demand. To satisfy these customers, companies must integrate, from end-to-end, all aspects of their business processes - in real time. That way every relevant resource is leveraged in every interaction with the customer. Without this level of integration, the lifeblood of a company - human interaction, customer data, pricing information, supply management - can't flow through the business.

The real value of integration does not come from old point-to-point approaches connecting one application to another, but in automating business processes, integrating people into them and gaining an enterprise-wide view of customer data -- so, for example, every part of an organization responds appropriately to a business demand.

A look at an on-demand business

For example, think of a retail outlet that sells computer systems, software, peripherals, books and supplies. The retailer works with many distributors and manufacturers who are constantly updating offerings and support for their products.

The real value of integration comes in automating business processes and gaining an enterprise-wide view of customer data - so, for example, every part of an organization responds appropriately to a business demand.

Aiming to provide more personal service, more customization and more value, the retailer deploys a portal for customers who sign up for their new product support program. Through the program customers can access product information as well as experts in various product areas via instant messaging. This on demand experience is a competitive differentiator for the retailer in their target market.

Alerting the extended community

Then, when technical support has determined a customer's issue is a manufacturing problem, the retailer quickly creates a team workplace where information about the problem and solution can be shared. The next time they log in, all customers who purchased that system will find the information posted to the Web. Notification is automatically sent via e-mail, pager or cell phone to consultants who installed the systems, with links to information about the fix. The consultants quickly correct issues, customers quickly find timely information about the fix, and the retailer, manufacturer and consultants deliver the people and information needed for a high-quality customer experience.

More value across the business value net

To guarantee quality of service across the business value net, the retailer could use IBM Lotus Learning Management software to deliver and update courses about technology and customer sales and support best practices. With a customer portal solution made up of WebSphere Portal, IBM Lotus Instant Messaging, IBM Lotus Web Conferencing, IBM Lotus Learning Management software, Domino and WebSphere, the company can add incremental improvements and extensions over time.

For instance, as their consulting team grows, knowledge management software can organize information and offer expertise location to distributed teams that used team workplaces and Web conferencing for collaboration and project management.

IBM Lotus solutions empower people to ***collaborate, learn and take full advantage of their collective* knowledge, whenever . . . wherever . . . across organizational *boundaries.***

The end result means more satisfied customers as well as good relationships with manufacturers and consultants.

The essential human element

Only when people inside and outside the organization and all business applications are interconnected can businesses adapt immediately to meet unpredictable market demands. Lotus software integrates the human element in the on demand world -- right when it is required and in context.

By making on demand access possible, Lotus solutions empower people to collaborate, learn and take full advantage of their collective knowledge, whenever and wherever they work, and across organizational boundaries.

IBM Lotus software delivers a broad portfolio of capabilities to help customers become an on demand business:

IBM WebSphere Portal

provides a consistent, secure and personalized, point of entry into all productivity applications. It provides instant access to the right people and information anytime, anywhere, using any device, wired or wireless. Learn more.

IBM Lotus Notes and Domino

provides a secure, reliable, scalable messaging and collaboration platform. Learn more.

IBM Lotus Workplace Messaging

will deliver a low-cost messaging solution that allows organizations to easily extend enterprise e-mail to users currently without a dedicated workspace or e-mail access. Learn more.

IBM Lotus Instant Messaging

increases responsiveness by delivering secure, real-time access to the right people in the context of a business processes using presence awareness or buddy list. Learn more.

IBM Lotus Web Conferencing

enables remote team members to quickly and efficiently meet, share information, and collaborate on documents without leaving their desks. Learn more.

IBM Lotus Team Workplace

provides Web-based, on demand collaboration areas where teams can share information and manage projects. Learn more.

IBM Lotus Virtual Classroom

delivers Web-based, interactive training to employees, suppliers, and partners, enabling organizations to quickly and cost-effectively train a geographically dispersed audience. Learn more.

IBM Lotus Knowledge Discovery Server

provides information categorization and expertise location services to allow people to quickly access the right information and the people at the right time. Learn more.

The move is on

Many IBM Lotus software customers are already moving to the on demand era. Take Manchester Airport for example. This Lotus customer has integrated its business units, disparate systems, and external partnerships to improve and transform the business process. Manchester Airport is becoming an e-business on demand that will be able to respond with speed to any customer demand, market opportunity or external threats.