I believe IBM FileNet could be improved or enhanced in the future, specifically the user interface, which, despite all the improvements, still feels from the 2010s or 2000s. The current state of the user interface and the ability to customize it leaves much to be desired. The backend engine, process engine, and object engine are fantastic. However, the user interface, which is required to provide an impressive experience to the user, is difficult to build. IBM will need to do something about this area. Over time, IBM has made improvements with enhancements through CP4BA and other tools, but much more is needed. I believe one of the reasons why people are not overexcited when I show it to customers and I need to convince them of the capabilities is because of how the user interface is difficult and cumbersome to build quality user interfaces with. The initial setup process for IBM FileNet requires specialists. IBM FileNet is not a click-click-click deploy kind of product. It has several components that need to be installed in different versions and in a particular order. Additionally, IBM Cloud does not provide a proper experience. The problem is I cannot use IBM Cloud easily. I cannot even get a membership easily. With AWS, I just use my credit card, sign up, and I am done. With IBM Cloud, that is not how it is. They go through all validation processes, and it is a nightmare at times. There are problems around IBM FileNet, not exactly with IBM FileNet itself, but the point is that it is not a click-click-click deploy either on the cloud or on-premise. It requires specialists, and there is a big learning curve toward deploying and managing the whole infrastructure as well as the software. I communicate with the technical support of IBM frequently. I have communicated several times, and frankly, there is much to be desired on that side. When you raise a ticket, it takes 24 to 48 hours for them to respond. We live in a time where business moves at the speed of light. Twenty-four hours is a very long time. You need to be able to get technical support instantaneously. This is not one of the strengths of IBM from what I can see. Unlike Microsoft or AWS, you do not get instant response. IBM is not geared that way. It is probably their business model. I am not trying to bring it out as a negative statement that their support is bad. It is simply that their support model is what it is. It is not like the more contemporary support models where you get turnaround in minutes, not days.
