What do you like best?
IBM customer response is very reliable. They actually have a very knowledgeable staff. They answer all PMRs in a reasonable time. There are many moving pieces in FileNet. They make sure that the correct specialists get involved with each and every problem.
I have worked with many different ECMs including LiveLink, Documentum, Process360/ViewStar, Hummingbird and eManagers (which I coauthored). The IBM integration of Navigator and Enterprise Records was well thought out and is being integrated in stages very quickly.
What do you dislike?
FileNet releases many fixpacks in very short order. The installation documentation can be confusing and has also been incomplete at times. I realize that it is important to get fixes out quickly, but the new feature releases need to be coordinated among all the Fn family products. A feature release for IER for 5.12 caused Navigator 2.0.3 feature upgrade to have problems, because the configuration task list changed. We no longer need to run the CE client install. They really did not get the word out across all products.
Education is also a problem. IBM offers classes in the Philippines and India regularly, but not in the US, or so it seems. It would be nice to have some sort of training capabilities in all states where IBM has a campus.
Recommendations to others considering the product
Do your homework BEFORE you hire administration staff. Everybody thinks they know FileNet. Even with 3-5 years experience, I feel like I am a beginner. Pay for real IBM training. It pays off bigtime.
What business problems are you solving with the product? What benefits have you realized?
We are working to get medical providers paid in very short order. We have invoices and supporting documentation coming into the system from downloads, faxes, EDI and other sources , using ICC. We have 3rd party work flows, so we have implemented CMIS and SPNEGO. All these documents need to be grouped together, certified and paid very quickly. In addition, we are a federal entity dependent upon records management. Many ECMs offer up most of the capabilities of FileNet, but I have never used one that offered fast, reliable solutions to fix production problems real time, except for the one I coauthored, of course...