capture

Excellence in Sales Order Entry – From Document to Digital

digital sales orders

Sales orders, the documents with the odor of company success attached to them! Physical (or electronic) proof that your company sells products that your customers like. Proof that you make money and create and retain jobs. So what could there be that is not to like about sales orders? Well, the question here is: Are your sales orders solely creating value and financial success for your company? Or are they also costing you money? Are they slowing down your business? Maybe even creating conflicts with your customers? Fully digital sales order process – why? In a digital world, you should consider automating your sales order entry process from beginning to end. The digital sales order process should start the minute a sales order enters your company, from document to digital. This should be independent from your input channel – whether your sales orders reach you via EDI, email, fax or paper document, make sure to digitize your sales orders when they first touch your company. Many of our customers have EDI in place for 60 – 80% of their sales orders. However, the remaining 20-40% slows down their business, preventing them from having full insight and transparency of the status of ALL sales orders. The impact When our customers started to capture the data also from PDFs, emails and paper documents, they realized how valuable a fully automated a digital process is. With their model from document to digital they turned the sales order process into a fast, customer-friendly and fully transparent process. They now have full insight into the status of any sales order. If a customer has a request referring to a sales order, they can answer it within seconds, independent from its input channel or process status. Reporting and transparency have exponentially improved. Management is now able to track the performance of the sales order process across countries, from month to month or year over year. Now, even the performance tracking task is a simple activity, too. It is fast and it is accurate. Not only for the electronic input channel, but for all sales orders. The information extracted is also proof that with the new integrated sales order automation, customers have been able to cut sales order cycle time in half by also automating the remaining 20-40% of sales orders. Customer relationships have also improved because disputes over orders and invoices or wrong deliveries have reached an all-time low. The analysis of sales orders allows making purchasing recommendations to customers from evaluating other customer orders – those who regularly order specific products in combination with other products. These cross-sell opportunities are well-received by customers as they create value and often help to meet their core business needs. Have you identified a need to further digitize your sales order entry process? Take a look at how OpenText™ Business Center for SAP Solutions helps to improve the sales order process and much more.

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Fighting Fraud Through Better ECM

Fighting Fraud

Headlines these days often point to data security cases such as the breach at Yahoo!, affecting millions of users. But in the financial services industry, including insurance, it’s not just about data theft. It’s about fraud. As we continue to drive implementations of InfoArchive, there is a very positive use case emerging that I think is worth blogging about – fraud detection. In particular, the ability to search many content types to perform forensics and analysis. This can turn up insider employees siphoning funds, or external parties manipulating processes for financial gain. Either way, the ability to digitize content and leverage it to protect yourself seems an essential skill in our digitally-transforming economy. How can you get started? Here are three suggestions:  1 – Capturing Content Take a look at your current methods for capturing content as it comes into your organization. Are applications filled out online? Is there a bot on your web site asking for information? Are you using webcams and video, or online voice collaboration? Don’t forget to consider how and where smart phones or devices can be leveraged for first point of capture. Understanding how your stakeholders naturally communicate with your enterprise may turn up new types of content formats. Assessing these for today’s use, then projecting where you expect interactions to grow – say, more voice-collected information – can solidify your requirements. This can help your architects better align recognition, extraction, and classification technologies to fit your fraud detection use case. 2 – Retaining Content One of many reasons I love the idea of extreme archiving is that the right content is always there when you need it. Nothing is worse than detecting some type of financial fraud, and finding you have no pools of content or history to investigate it and recover damages. Regulatory compliance will require you retain content long-term, so might as well leverage the same effort for multiple benefits and use cases. Start by designing a content retention component into your content management strategy. Consider disaster recovery needs and compliance requirements, and the content formats you discovered in step one above. 3 – Searching Content Perhaps one of the most important considerations for the use case of fraud detection is search and query capabilities. It’s one thing to be smart about what content you can find and save, and quite another to search it quickly when something serious happens. (Just ask Bangladeshi bank officials, who realized only too late they had transferred billions of dollars to hackers). Consider where your investigators may be physically located, and what types of devices they may use to query your content. Of course, run through multiple scenarios to ensure the right combination of content format, syntax, language and other search nuances are available to aid in their investigation. Fortunately the financial services sector is already investing in fraud prevention methods. Considering OpenText as part of your fraud detection strategy can deliver a solid ROI on content management solutions, while reusing the capture, retention and search tools you need anyway for managing regulatory compliance. How are you leveraging OpenText for business benefits such as fraud detection? Share your feedback below.

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Saving Trees Could be Saving Your Business

Saving Trees

For the last quarter century, the use of paper has given way to digital images. But the switch goes far beyond awareness or an effort to save trees. The move toward digital in the enterprise started with an eye toward the bottom line; reducing physical space needs, automating manual processes and improving records retrieval. The notion that going green saves some green has taken on a broader impact for business more recently. Cutting paper use improves key drivers like productivity, accessibility and compliance. In fact, according to AIIM, the biggest driver for organizations’ adopting scanning and data capture is improved search and share (53%). Only 27% of organizations point to an environmental policy for ditching paper. For the last two decades, capture technology has been used as a best practice to eliminate paper. But many companies have yet to implement capture in their processes. It’s hard to understand why because digital assets benefit both organizations and their customers. Digital capture frees data from file cabinets, making it accessible by all employees and, ultimately, their clients as well. Email import is a great example. Companies receive an email with an invoice, doc, or other attachment. The recipient prints it, processes it, and then maybe scans it again to send it back. But why? Technology is available now to eliminate the urge to create more paper. Innovative companies leverage capture technologies to automatically open and process emails and attachments. Not only is the email auto-classified for content, but also the attachment can be opened and transaction processed with no manual interaction. Here’s a great use case. A top insurance company and current customer in the Netherlands has fully automated their email processes, and cut that staff from 34 to 5. In the old paper-based, manual processing world, the staff had to: Open and read each incoming email Open and print the attachments Push the attachments through a manual mailroom process to route and classify the content By automating email with capture, the company not only eliminated paper, but also drastically reduced the element of human error inherent in manual processes. Automated email processing also improves customer satisfaction, allowing companies to interact with customers quickly and accurately. In fact, according to AIIM, the biggest benefit of paper-free processes is faster customer response (43%). The insurance company now sends customers an immediate response and auto launches claims management processes. As a result, they arrive at settlements much faster and drive higher customer satisfaction. But simply streamlining is not enough. It’s crucial to examine fundamental business practices and blow up the internal status quo before being left behind by an outside “disruption.” Take a look at taxi companies, who did not develop apps to allow payment, tracking, and driver ID before Uber came along and forced their hand. Mobile capture is helping organizations make these leaps forward. Many banks now offer mobile check deposit to their customers, eliminating age-old, tedious and inconvenient in-person interactions with tellers. Other advances include using mobile devices to snap and send pictures of a W2 or other document for a loan application. This is a real-life example from a leading financial services organization that embedded Captiva’s mobile capture capabilities into their mobile app. Customers get fast service and real-time interactions anywhere, anytime. The lender, using great image quality and OCR, immediately ingests data and processes transactions much faster. No paper needed! Mobile capture solutions create a direct interface to customers, helping organizations understand consumer behavior patterns. What do customers want? When is an interaction successful? Such insight is invaluable, and drives innovation. Few advancements in technology have led to more “disruption” than the introduction of the cloud. We hear many B2B customers are planning a SaaS buy with capture services in the next two years. Capture as a Service (CaaS) allows organizations to hone in on eliminating paper at the edges of their organizations, like at branch offices. The CaaS provides an alternative to paper processing at remote locations by using intuitive capture apps that process without the heavy footprint of a dedicated scan client. Our LEAP app, Snap, opens the door to these capabilities by providing them in an ergonomic capture interface. Because it’s cloud-based, a Snap environment and Snap users can be provisioned in minutes enabling remote users access to the same rich set of functionality such as real-time auto-classification and field validation that users expect faster than ever. As an example, LEAP Snap drives innovation by providing these capabilities proven capture services in a CaaS environment. Paper may never go away fully, at least not in the near future. But companies can create clear, measurable business benefits by reducing or eliminating paper and paper based manual processes. AIIM reports that 59% of organizations achieved a payback in less than 12 months from their paper-free projects, including 26% in 6 months or less. 84% achieved payback in less than 18 months – the highest AIIM has ever recorded. But eliminating paper is not a destination, it’s a journey. Truly innovative companies find ways to fundamentally change the way they do business by interfacing with customers at their first point of contact, and eliminating paper in the process. In honor of AIIM’s World Paper Free Day #WPFD, today we celebrate the digital business.

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Capture Evolves From the Mailroom to Enhance Customer Experience

mailroom

It’s summer, but I’m thinking about the holidays later this year. When they roll around, I can’t wait to watch Elf. You remember the scene when Buddy the Elf (Will Ferrell) was sent to the mailroom to work so he would stay out of trouble? It was a dark, dusty place filled with miscreants. As uninspiring as it is,  the mailroom has been a vital component in  running any paper-intensive business. In fact, the mailroom is often compared to an assembly line that digitizes paper and automates manual processes. That’s where digital capture technologies originated, and they are still primarily used there today. High-volume mailroom processing has been around for 20-25 years – like grandpa’s old truck. It gets the job done, and we’ve become extremely competent and efficient at it. But it’s time to showcase innovation and bring capture into the forefront by powering knowledge workers and capture-enabling customer-facing applications. Craig Le Clair from Forrester discusses these trends in our recent analyst chat. The first step out of the mailroom for capture is clearly remote capture and mobile-enabled apps. These technologies allow your business to speed up turnaround times for customer-facing processes for a faster response and greater volume of documents processed. Say you’re an insurance company who has a branch office in Topeka. An agent working in that office can go to the scene of a car accident, take a picture of the damage to the insured’s car, and use capture to send the photo and any related paperwork to headquarters for real-time processing.  Or, you can integrate this same functionality into an app that the client can submit directly from a cellphone. Insurance companies can use capture to replace the fax machines and legacy applications that used to be required to process these claims. Discover more capture-enabled use cases in this webinar. Mobile or customer-facing capture apps and real-time document delivery allow businesses to engage with customers at their first point of contact, dramatically enhancing your customers’ experience. Everyone is busy, and no one likes delayed gratification. Customers no longer need to wait days or weeks after they’ve sent in documents required as part of a process, only to be told that they sent the wrong one, or needed to provide more or different information. With capture the document can be validated instantly and reconciled with other business systems in place. By allowing customers to interact with your services conveniently from their mobile device and making that experience seamless and easy, you create a connection with your customer that they will remember. By making interaction with your business easy, you can turn a dreaded task into a convenient and engaging experience. There are also direct business benefits realized by moving document capture out of the mailroom. By being able to deliver and process documents in real time and even automate some of the processes by validating against existing systems, you can streamline processing and turnaround time, and delight customers with quick results. Speedier processing and better data quality save resources, and money. Your business can benefit from capture’s increased quality of service, real-time processing, improved customer experience, and cost savings. Captiva continues to drive innovation in the arena of document capture. If you are an existing customer who has been using Captiva as part of your mailroom or field services, you can easily plug in the mobile application to extend capture services to your customers. Enterprises that are new to Captiva have more options to innovate with capture. You can embed capture as a service seamlessly into your customer-facing app to create awesome customer experiences. In addition, organizations can add ECD’s CaaS (Capture as a Service) solution, LEAP Snap to capture enable specific applications and communicate directly with customers. Captiva offers many opportunities to streamline and move business forward. One leading insurance company improved classification accuracy by 55% and was able to increase the number of transactions it processes  without adding additional resources. What’s more, a Top 10 financial organization was able to quickly add LOB and customer apps by leveraging their existing shared services team. Just like Buddy the Elf was able to turn that dusty mailroom into a festive place, we’ve come a long way to extend the value of capture from the mailroom—delivering remote, mobile, and real-time solutions to support your goals in engaging directly with customers anywhere, anytime.

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How Mobile Phones are Eliminating the Need for Scanners

Mobile Capture

Has this happened to you? My son forgets a workbook at school and we have to find a classmate to get the exercises for homework. The other parent (or child) quickly snaps a full-page photo of the pages and sends it in a text message. Before this would have been a tedious process of going to the scanner, scanning and copying the image, maybe resizing and  cropping, then emailing it over. How are mobile devices becoming the new scanners? Mostly because the camera quality and sensor resolution is high enough to provide legible full page photos of documents. High-end smartphones now have 16 Mega-pixel cameras that can rival the resolution of scanners. The other factor is that the camera on the phone is fully connected to the Internet. This reduces the number of steps required to transfer an image in real time. Of course there are many more practical applications in addition to helping with homework assignments. A few use cases: Banks are all racing to lower costs. Banks also still require a fair number of documents to open accounts and process new loans. Typically these documents have been scanned or copied in branches, however with mobile phones customers can now take photos on their camera and upload them through their banking applications. The Captiva Mobile SDK allows customers to take high quality photos that are optimized for mobile networks, while the powerful Captiva classification and extraction engine can automatically identify documents and extract data from individual fields. This innovative approach results in increased customer satisfaction and reduces the cost of financial products. Within the Insurance industry, many documents are required to initiate a policy. In addition, when a claim is made, there can be many images and videos that are part of the electronic claim folder. Within the legal industry, which include Investigations and court case management: electronic evidence is frequently being recorded on mobile phones. These devices can be optimised with the Captiva mobile SDK to take legally admissible photos and again, can easily eliminate the need for scanners. Again, mobile phones combined with sophisticated software solutions can create electronic documents that are as good as, or better than, typical scanned documents. Whether simplifying the process of sharing homework assignments or enabling organizations to easily capture and process documents without the use of scanners – it is now harder to say: “The dog ate my homework”.

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Embrace the Digital Economy with Open Arms

digital economy

Have we all become so impatient? In a world where increasing information and services are available at your fingertips or, in some cases, at the command of your voice, it’s no wonder that we have come to expect all of our interactions and transactions to be simple and instantaneous, or nearly so. The problem is, even with the many disruptors challenging old business models, more established businesses and industries have a lot to overcome to make their services as real-time responsive as we now expect. What are some of the issues holding back your customers from fully embracing the digital economy? This is where an open platform helps. An open platform is one where interoperability and integration are primary goals. In short, APIs and open standards, like exportable ODBC or XML, are published so that others can easily build on top of or extend the platform. ECD is dedicated to supporting open platforms. For Captiva, this means partners and resellers can build solutions on top of the document capture platform that are specific to an industry or business challenge. By developing an open capture platform, Captiva provides organizations with the technology to support their digital transformation. For one major mortgage provider, this was a game-changer. On average, the processing time for new mortgages was more than two hours per application packet. In addition, they were unable to quickly prioritize a loan with an impending deadline without making the process even longer for the other loans. Who can afford to wait? A loan packet can contain more than 250 separate documents with processing time requiring  at least two hours. When the lender is experiencing high volumes, time becomes a greater factor. By implementing Captiva, this mortgage provider was able to more easily manage all of the incoming documents for each loan and easily put high-priority loans at the front of the line. A partner solution was recently integrated into the workflow to handle the mortgage specific forms and further automate processing. The results  The mortgage company was able to reduce the time to process a loan to 20 minutes, with extremely high accuracy and very little disruption to the company’s existing workflow. The organization  is now able to keep pace with the evolving expectations of its customers, responding in minutes instead of hours to the most complex loan applications. What are some of the potential solutions you can envision to extend the capabilities of Captiva? Speed and customer satisfaction are key technology drivers but equally important is the need to provide quality data and capture information from any device. We are doing more things on our mobile phones than ever before. In fact, one of the world’s largest financial services organizations and 401K providers was able to implement Captiva with extensions to, among other things, provide mobile capture services and apps to its offerings. Now this organization can be where its customers are – right where we expect them to be. Again, Captiva’s open platform fulfills the vision by providing the capture extensions to enhance customer experience, as in the case of mobile. In addition, Captiva delivers the quality of data that organizations need to drive their business systems in real time.

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Playing With Fire to Avoid Getting Burned

FinTech

It takes seconds for a fire to spread. In the financial sector, the match is already lit. FinTech, or technology that is impacting the financial services industry, is rapidly disrupting banking incumbents and lender companies that have been in business for decades. Goldman Sachs estimates that 7% of banks’ annual profit could be consumed within 5 years from fintech startups and non-banks (Source: O’Reilly). While conventional wisdom advises that playing with fire gets one burned, the opposite is true for financial firms – companies that are unable to leverage technical innovations are the ones left with business ashes. Over $64 billion is already getting invested in FinTech, according to VentureSource in the Wall Street Journal, so it’s likely you’re already behind in backing new technical ideas. Whether you’re in the financial services industry or not, however, there are a few steps you can take to fend off competition and move closer to the age of the consumer. My thoughts are clearly biased toward our Enterprise Content Division perspective, that content management is essential to your digital transformation. This is intentional. As IDC points out, “what’s often overlooked is the role that enterprise content management and collaboration systems play in bringing the digital platform together.” Here are three ways to find your own fintech initiatives: 1 – Find Operational Efficiencies Which parts of your business are most expensive to run, and can content management innovations create costs efficiencies in those areas? We have seen a trend among banks in developing more cost-effective banking branches, for example, that use self-serve kiosks and touch-screen processes to lower overhead. One approach is to consider if content capture at your front end can avoid a lengthy, human-intensive process at the back end. Perhaps passport identification, proof of address mail, or other requirement documentation for loans or mortgages can be captured at mobile or lightweight branch points. This eliminates the need to collect documents, store them physically, and pay for space to retain them. After content is captured, archiving solutions can ensure proper compliance procedures are followed. 2 – Discover Insights Once you consolidate content into a unified platform or solution that allows access to legacy data and current data, you open up new possibilities for discovering competitive advantage. Bank strategists at headquarters can readily review content from global locations. Why is one location completing high-value loans much faster than another? Can your actuaries find patterns or data that impact your pricing or offerings? Migrating your content to a single repository can help eliminate legacy applications that are costly to maintain and manage. Yet more strategically, the unified content is easier to access by approved reviewers and the brightest minds in your company, to glean key insights. 3 – Delight Customers As you may have read from our mobility practice colleagues, all it takes is removing one painful experience for customers to fall in love again. What extra efforts do your customers go through just to interact with your bank? Consider developing one single-function application tied to your Documentation implementation. Maybe it’s insurance claim data collection in the field, allowing for iPhone photo sends and video from your customers. Or perhaps it’s telling your high-wealth traveling customers where the closest ATMs are located for them at that moment, via text. With one click, perhaps they preorder cash there and swing by briefly just to insert a card. Collaboration to Drive Innovation This same trend in identifying customer delight opportunities is driving technology accelerators (structured financing and piloting initiatives to support innovations) in fintech. The Bank of England, for example, is encouraging FinTech firms to come forward with their ideas and do a proof of concept with the Bank. Initially, this serves as a FinTech accelerator to harness innovation for central banking. If successful, these firms have the all-important first client reference as a base. Over time, they can build a network of solutions that cover some of the major areas in banking. In the bigger picture, this approach is very important from a collaboration perspective, as it shows the confidence and thinking from major institutions — FinTech is the future, and thus a “fintech-first methodology” has to be adopted. Content management may not solve all of the necessary digital financial services equations today, better outcomes do occur if you define customer journeys and map what content can simplify or expedite these journeys. Technical innovations, from content capture, archiving, accessing and more, can help you compete in the emerging fintech-heavy environment and extinguish competing start-up flames. The only part of your business that will be on fire is revenues, as customers delight in working with you, and top talent can’t wait to work for you.

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When Lightning Strikes Your Enterprise

collaboration

Lightning strikes nearly 300 days a year, or 80% of the time, in Lake Maracaibo, Venezuela, which NASA has declared the lightning capital of the world (Source: NY Times). In today’s enterprise, what sparks that same level of energy? Your content. Whether structured or unstructured content, chances are your enterprise workers depend on interacting with your content, together with colleagues and business partners. Collaboration lights up your workflows when it comes to jointly-developed documents like FDA new drug applications, nuclear power plant drawings, or regulatory compliance documentation. Customers at Momentum discussed three different types of content collaboration needs, many of which tie back to mobile solutions. Here is how to characterize these varied dimensions of content collaboration: 1 – Bringing Offline Field Data into Your Enterprise If there’s ever a place that needs collaboration, it’s at that intersection between content you capture offline, and all that’s living within your systems. Customers need to head out to oil pipelines, patient clinics, and crime scenes. Today, much of that field work is still done on paper. Files are pulled before a site visit, and perhaps print-outs are made from Documentum. When physical material comes back into the office, someone still has to scan it back in, retype the info, and make sense of the drawn or written mark-ups. There is no collaboration, and no sharing, because it is all physical paper up to this point. Let’s not even mention what happens when a field worker forgets the paperwork in a truck, or worse, leaves a key piece of paper at a remote site. In these scenarios, our ECD Mobile Practice evaluates whether better devices in the hands of field workers can expedite content ingest. Whether Surface tablets or ruggedized devices, allowing offline data capture by field workers can be a good starting point for bringing more content into your workstream. This can include Captiva, Documentum and our new LEAP content apps, and we can also custom-build device apps quickly to support these use cases. We already know from our existing Oil & Gas customers who walk their sites that adding photos and video content to equipment records can help improve maintenance crew utilization. Crews are better able to identify the correct valve in need of repair, for example. Viewing photos helps them better pinpoint corrosion levels ahead of a malfunction. 2 – Capturing Real-Time Data to Expedite Delight Customers are also very interested in capturing real-time content live in the field. Without talking to an insurance agent, can they enable their end customers to take accident site photos and inject that content directly into a claims processing workflow? Most importantly, these customers are realizing how mobile solutions can expedite key business processes. If end customers can share video of their car damage within the company app’s and attach it to the case, the auto claim process can be kicked off – without any action by company personnel. Especially in the insurance and finance sectors, this ability to support real-time, semi-automated content collaboration can expedite workflow, while delighting end customers at the same time. In these scenarios, it’s helpful to understand the most painful or highest ROI use case before embarking on a technical solution. Our Mobile Practice team often hones in on the business requirements in just a few discussions, and then can act on appropriate solutions quickly. For those companies with developer teams, LEAP provides tools, communities and shared apps to trial and build quickly internally as well, such as single purpose claims capture app. 3 – Extreme Collaboration The third type of collaboration is what we call “extreme collaboration”. More than a dozen people may need to work on the same document, at the same time. Drug researchers in Zurich, for example, and clinicians in Boston, or regulatory specialists and compliance specialists, all working on an FDA new drug application. Data may be pulled in from other systems. Any time you have work going on with complicated documents requiring multiple authors, whether serial or parallel process, it can be complicated to integrate all the content pieces together. Collaboration adds approvals, checks, and time to the process. We have newly introduced Concert as part of the LEAP set of applications to address exactly this scenario. This cloud based application integrates with existing Documentum capabilities and other repositories, but makes it possible to simultaneously work on complex content, complete with tracking and version control. A medical writer can see the edits of the compliance specialist in real-time as both edit, allowing both to work productively in their appropriate sections simultaneously. Since it is cloud-based, the solution allows a customer to consume and only pay as the functionality is used. Even non-Documentum users can take advantage of multi-authored content types using Concert. My overall recommendation to customers interested in these different types of collaboration is to always begin with your definition of requirements. Ideally, a fully supported software product is a perfect fit, but in other cases, you may want to mix technologies to customize for competitive advantage or to address a distinct pain point. Our Mobile Practice has the ability to rapidly assess requirements and prototype your ideas. This does not even require a mobile app as the outcome – you may want a web application, for example. But our close connection with R&D helps us move quickly on your needs. And the many facets of LEAP support you with tools and frameworks if you want to try things on your own.

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Capturing “Awesome” Customer Experiences in Real Time

real time

Do you remember the last time you had an interaction with a financial institution and thought, afterward, “Wow, that was a great customer experience”? Financial processes are notoriously challenging, and regulation and bureaucracy make it difficult to have smooth interactions. Banks deal with high operational costs, risks, and inefficiencies on the backend, making improvements complicated. Now imagine banking in the developing world where existing documentation is only stored on paper. South Africa has the strongest, and the second-largest, economy in sub-Saharan Africa, thanks to strong legal and regulatory system, stable financial system, and high per-capita income. Its population is young and growing. To succeed in this market, one bank set out to create an “awesome” customer experience, using real-time capture to process micro loans. Their goal: to allow customers to walk into the bank, apply for a loan, and receive approval for their requested funds within 15 to 20 minutes. One bank has already achieved this goal with Documentum. To meet their goals, they deployed a set of innovative and cutting edge technologies, all integrated to facilitate the customer experience they sought to achieve. This retail bank also needed to implement a solution that effectively reduced risk and paper handling costs, optimized processes and efficiencies, and in turn, enforce compliance and security. From a customer-facing perspective, the key was to move to a paperless process. The continued reliance on paper for banks has centered on a need to record customer identification. A copy of a customer’s passport or other ID was kept in a file folder with other customer documents. This process comes with not only risk and cost, but also an inconsistent customer experience for services should that customer visit another branch of the bank. By revolutionizing this process to scan the documents with Captiva and then sending them to Documentum xCP where they are integrated directly with the core banking system, verifications and the overall transaction process can be managed quickly and centrally. Behind the scenes, after the customers’ identification and other documents are scanned, Documentum is used for document recognition and data extraction at the branch in real time. The data is then integrated with their business rules engine, and the application can then be processed in parallel. The bank can set an SLA for these types of transactions, calling upon the real-time Capture service to send the job to the REST server to be processed. Other transactions that are not time-sensitive or need more advanced conversion or validation are sent to the central, batch-based mailroom capture facility for downstream processing. Many validations are performed locally on the bank employee’s desktop. Central processes handle making calls to third-party credit bureaus, and creating a case file within the customer file in Documentum. Documentum manages regulatory and security requirements for the new documents automatically, and Content Storage Services automatically handles document storage according to the bank’s optimized system. Once the loan has been approved, the contract is generated as a PDF to uniquely reflect specific agreements. Customers electronically sign the agreements using fingerprint scanning technology. All done within 15 to 20 minutes. The result? Satisfied customers who can contribute to South Africa’s economy and tell friends and colleagues about their great experiences at the bank, turning customers into advocates. For the bank, it means drastic improvements on the efficiency and automation of the process, enabled by: Business rules embedded in process, rather than people interpreting the rules Drastic savings due to the elimination of paper as it enters the organization Compliance, security and retention can be applied to documents and monitored centrally No geographic dependence and manual audit process Improvements to the time spent for searching documents – especially with the incorporation of a single customer view and the digitization customer documentation Support for all industry leading mobile devices and the full optimization of mobile capture images The ability to focus on acquiring new customers rather than managing existing mailroom capture processes Many organizations are realizing that not all of their applications need mailroom or batch-type capture processes. Instead, they are better served by using distinct, real-time technologies to capture and process their workloads. To address these market requirements, Captiva pioneered process-driven capture. This is a unique approach that evolved to include the REST services technology, which enables real-time Capture, because many of the world’s largest capture environments called for a more agile and ad-hoc means to add individual line-of-business applications without the burden of heavy scripting, testing, and exception handling. Today’s fast moving line of business innovators demand that customer response times are reduced from days to minutes in order to enhance the customer experience at the first point of contact. Whether embedding the real-time capture components in an LOB application as a point of service solution or making calls from the app to the capture service, this innovative approach provides a great compliment to traditional mailroom capture. What are your “awesome” customer experience strategies for document and data capture?

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