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Introduction Let us take a moment and explore the technology, its origin and some of the reasons why organizations of all sizes have found these systems to be a mandatory part of their daily business operating systems. The Origin of
COLD Systems For the last several decades, report output information from computer host or mainframe systems were archived or stored in either the original printed hard copy (greenbar) or archived onto microfiche (COM or micrographics). While microfiche provided an adequate form of permanent archival, retrieval of information and usage of microfiche itself was often laborious, time consuming and costly. Out of the need to find a better way to store information permanently and provide improved forms of information retrieval and distribution, derived the idea of storing report output files in an electronic format using PC based systems and associated storage subsystems. The early pioneering COLD systems were designed to simply take mainframe or host computer report output files and store them permanently on the accepted storage media of the day, laser or optical disk. The concept of storing the information on optical disk led to the naming of the technology as “COLD” (computer output to laser disk). The technology caught on quite rapidly and grew faster than expected due to the many benefits COLD provided in contrast to microfiche usage. Users found once the system was installed they had many benefits to using the system such as:
The results of these benefits were so dramatic that the word of the successful installations rapidly spread to other organizations and the COLD marketplace expanded well beyond any industry analysts’ expectations or predictions. 11 years later, COLD systems have become commonplace elements within the office environment. Organizations in all lines of business and of all sizes have come to depend upon COLD systems to provide them with their information archival and retrieval requirements. Why Such Wide
Acceptance? It is actually quite easy to understand why this technology has been so widely embraced by the business community when one examines the operational benefits provided by COLD. Those who have had actual “hands-on” experience with traditional microfiche archival vs. experience with a COLD system will quickly report the dramatic difference in the ability to complete research tasks quickly and accurately. COLD systems allow a user to immediately access a report or group of report(s) directly from their desktop PC. Once the information has been accessed, a user may then utilize a robust set of functionality to find a particular record or account or set of customer information, then create high quality output of the information for distribution. Users may append annotations or “sticky” notes to the report information to record important business conversations or to record business transactions directly affecting the accessed information. Since the information is stored in an electronic format, printing, emailing or faxing the information directly from the user desktop is an added functional benefit to both the user and to the recipient of the information. Customer Service
Applications One of the most significant areas benefiting from COLD worthy of discussion is in customer services associated operations. Traditionally as a customer would initiate a telephone inquiry, a service representative would take down the requested information from the customer and forward the request on to a records’ management area of the company. Once received in this department, records personnel would perform the requested research into either microfiche records or hard copy reports, and then attempt to produce an acceptable reproduction of the information and then forward that onto the customer service representative. By the time the customer finally had the information in hand, several days or even weeks have passed. COLD dramatically changes these operational areas by allowing the representative to immediately access the desired customer information, and then either fax, email or print it, providing the customer with the desired information while they are on the original telephone call. Obviously this not only provides for improvements in workplace productivity, but also affords the ability to provide excellent levels of service for their customers. The other main reason that COLD is so popular is the virtual immediate reduction in operating costs. As an organization implements a COLD system and eliminates or reduces their previous archival systems (COM, etc.) they can expect to receive a return on their investment on their new COLD system within an 8 – 12 month period. This makes cost justification for system purchases quite attractive to an organization. Evolution of
the Technology As we all know, PC and related subsystem technologies have been changing and evolving at a rapid pace. Since most COLD systems are based upon PC technologies, the systems and the users of COLD have certainly benefited from these new hardware enhancements. The PC itself has now become a highly reliable device, capable of processing a high volume of transactions in a fraction of a second. With the evolution of Windows NT, its multiple processor support coupled with true client/server COLD applications, large organizations with even the highest in processing requirements can comfortably and reliably implement a COLD system to handle their business processing archival requirements. Client/Server COLD
The combination of the Windows NT operating system and client/server application technologies is very important for organizations to consider as we can all recognize, NT is not only gaining its market share as an operating system, but also has gained in processing power and capabilities. Organizations should carefully evaluate their COLD systems to ensure that they can support this platform in a true client/server environment. Client/server not only represents processing power in handling transaction volume requirements, but also warrants that the added COLD system transactions being processed across a LAN or WAN will not cripple existing network bandwidth nor reduce existing application processing time or response time. Storage
Systems As operating systems and PC processors have evolved, so have the storage subsystems associated with COLD. As we discussed in our opening, COLD output was originally archived on laser or optical disks as we now call them. In recent years, this has also changed to enable users to store their COLD archival data on a wide variety of PC based storage systems. RAID subsystems, Optical disk, and CD technologies are commonly used throughout the world as the standard choices for COLD data archival. DVD, while not yet practical in either proven reliability, standards nor in economics, will become another storage alternative in the future. Developing Futures While COLD has become a de-facto standard for computer output archival and retrieval, the technology continues to expand its capabilities beyond simple archival. Data Mining or Report Mining has become a popular extension of COLD within an organization. This allows users to utilize the data contained in the reports stored in the COLD system, and “mine” or analyze account trends, customer relationships, performed detailed research and create their own output reports. As with virtually all applications, the WEB is having its impact on COLD as well. Users are now using the WEB as a means of accessing report information from remote locations that don’t have WAN technologies in place. This provides a low cost of ownership for organizations that have a large distributed base of users. The most recent form of COLD expansion is known as electronic bill presentment. This enables organizations, once again through WEB technologies, to deliver statements and invoices (stored in the COLD system) to customers via email. The most productive move of late has been the integration of Workflow systems with COLD and Document Imaging/Management. This now allows a totally integrated system to replicate the business processes of an organisation wherever there is documentary or report based information to work with and also to track both progress and the productivity of various departments. Summary COLD systems have become a critical
part of an organization’s business systems infrastructure. They provide a reliable source of
information archival, improve security control and access to information,
so as improve the ability for an organization to service their customer
base in a timely and quality fashion. The cost effectiveness of COLD
systems coupled with the wide spread benefits provided throughout the
organization explains why this technology has been so widely implemented
and accepted by organizations around the world For information,
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