Content Management & Enterprise Applications: Optimizing Business Processes for Efficiency John Clifton IBM ECM Technical Strategist

Source Goods and Services Supplier Agreements Receive Goods and Services Order Goods and Services Process and Pay Invoice Simplified Procure to Pay Process Documents are needed to support key Processes

“Hello, how can I help you?” “It’s about the letter you sent me…” “What letter?” Documents are needed to support key Processes

Facts in Document Management  7.5 % of all documents get lost; 3 % get misfiled.  Companies spend € 20 in labour to file a document, € 120 in labour to find a misfiled document, and € 220 in labour to reproduce a lost document  The average document is photocopied 19 times.  There are over 4 trillion paper documents in Europe alone and they are growing at a rate of 22% per year (PricewaterhouseCoopers).  Users send and receive an average of 133 messages per day (Radicati Group).  The average cost to send a package via courier service is between €8 and €15. By AIIM Group

 Capture documents at the point of entry into your organization, integrating them into transactional business processes in real time.  Make documents available to ERP and CRM applications  Benefits include: Lower processing costs Reduced processing times Enhanced audit trail Improved security  Deliver documents to the right person, at the right time Follow the Paper…

Front Office Capture Business Systems Kofax Capture Workflow ECM ERP CRM LOB Branch Extend the Back Office to the Branch Workflow ECM ERP CRM LOB Capture New Accounts Loans Invoices Orders

Information Sharing Required to “match” to invoice & PO Impacts supply chain Slows revenue opportunities Delivery Documentation – The Pains Delays Payments Companies will not pay until goods/services are received Missed discounts A/P backlog Manual Handling Route multiple copies of delivery notes to Purchasing, A/P, etc. Labour intensive, prone to error Cost of document storage Dispute Resolution Actual shipment does not match PO Delivery note does not match invoice Slow, manual process

The Benefits of Front Office Capture Improved Accuracy Security Audit Trail Faster Processing Times Lower Processing CostsReduced Procurement Costs Volume Discount Rebates Early Payment Discount

End-to-end Content & Process Visibility

Authenticate Party Backbone Deep Profile Service Sales Cross Sell Common Fulfilment Menu “The Basket” (n) Cross Sell Instruction Inst Mortgage Acct Savings Insurance Mortgage Result Leads Customer Interaction HistoryKey MessagesCase Tracking Needs Assessment MULTICHANNEL Instruction Perfection Tel Branch Internet SMSPostFAX Who are you? Who is the customer? Assess Request Patterns & Events KYC: Who are you for real? How Fulfill? Update CIH Manage case Key Messages MULTICHANNEL Notification / Output End to end process Sales / Service Request Fulfilment ATM Service based Operating Model - Retail Adjust / Add Common model for: Retail Wholesale Insurance HR, Finance Etc. Initiate Handover Fulfil Interact

Sales / Service Request Fulfilment Service Operating Model Current Issues Initiate Fulfil Interact Sales Service There is no commonality across interactive and other channels Unstructured information is not stored and managed consistently Handover is paper based and not auditable Information is silo’ed and cannot be easily leveraged across front and back processes No single support view of end- to-end customer interaction (case) and across multiple dialogues

Service Operating Model Future model Initiate Fulfil Interact Common Content Repository Case Mgmt Process is consistent through all channels Documents are available to all processes increasing visibility and providing context Any content can be automatically declared as record to ensure compliance

Service Operating Model Future model Initiate Fulfil Interact Common Content Repository Case Mgmt Service Process is consistent through all channels Documents are available to all processes increasing visibility and providing context Any content can be automatically declared as record to ensure compliance Coordination across processes done at the case level, and can link disparate systems Case management provides full auditability and end-to-end MI information Multi-channel interactions have access to complete customer history & documents

Conclusion  Paper is here to stay  Major bottleneck to ERP, CRM, applications and processes  Turn paper documents into active content  Gain greater insight into customer interactions  Deliver trusted information to the right person, at the right time in order to enable better decisions to be made faster