Customer connect general session - day2_part2

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  • THIS SLIDE DISPLAYS WHILE BRINGING MARTYN, MODERATOR, UP TO THE STAGE
  • THIS SLIDE STAYS UP DURING THE ENTIRE PANEL DISCUSSION
  • Are these problems familiar?
  • The foundation of Capture Enabled BPM is the Kofax capture suite integrated with KofaxTotalAgility, a leading, comprehensive BPMS and case management solution that includes process simulation, analytics, business rules management, rapid application development, supports mobile devices, and will be delivered as a cloud-based solution on Microsoft Azure later this year.
  • These are the guiding principles of CEBPMDeveloped in close consultation with our leading customers and business partners, these are the foundation for our product investment and strategy. Point of origination – capture extends the business process to the originators of the information that is required to drive it. Customers, business partners, and employees. Smartphones, tablets, web browsers, multifunction devices have revolutionized the accessibility of capture technology, eliminating the dead zone, unleashing cost savings, and increasing the quality of the business process.Touchless processing technologies automate the separation, classification, extraction and validation of metadata, driving the business process with the highest quality information at the lowest cost.Enterprise ready solutions ensure compliance and interoperability with your infrastructure and applications. Kofax integrates with over 130 systems of record, repositories, and databases, and our solutions conform to the operational requirements of your IT organization.
  • Capture and BPM activities are carried out separatelyResults in processes that start laterExpensive and time consuming acquisition of business informationAsynchronous nature of process lacks interactivity, leaves customers and business partners dangling
  • CEBPM ensures process can start soonerBusiness information is extracted earlierReduces process time Increases customer engagementEqually applicable to processes that are initiated upon document receipt, and case based processes where the ongoing receipt and processing of information determines the next step and outcome of the process.
  • Let’s look at the difference between BPM and WorkflowBPM is much more powerful, flexible, and responsiveSharepoint, Dynamics CRM etc are not BPM but instead include workflow.
  • Case management addresses business processes that include a dimension of unpredictability. Kofax Case Management helps organizations manage this unpredictability and complexity through its support for knowledge workers.Case Management business processes have a number of characteristics that must be addressed by a case management suite.Cases frequently involve routine fragments that can be automated using BPM, freeing knowledge workers to focus on where they add most value. This overlap between BPM and Case is why it is essential to have a solution that supports both BPM and Case Management with a single platform.
  • KofaxTotalAgility supports the full spectrum of business processes, from high volume routine BPM processes to lower volume, unpredictable knowledge intensive Case Management processesOn the left side of the spectrum are “Routine Procedures” where command and control are crucial. These processes are well defined upfront, allow little or no worker discretion, and are highly controlled and easily automated. On the right side are “Unpredictable Practices” where the ability to sense and respond is more important. In these processes, each case is different and involves the judgement and discretion of knowledge workers as the case progresses. This kind of process is more goal driven that procedural. Of course, the truth is that many processes are a combination of the routine and the unpredictable. Organizations increasingly realize that what’s critical is that they must be able to deal with the unpredictable in any process – otherwise the organization is not agile enough to survive and prosper.
  • Let’s look at an example of a capture enabled business process. The example is a credit card dispute, and this is a great example of a case management application that is enhanced by our 3 guiding principles. Envision a customer who has received their credit card statement. It contains a transaction amount error. The credit card owner calls the company, or accesses them via their portal, and informs an agent of the error. The agent creates a case using TotalAgility, and reviews the transaction record in the financial system. The agent notes the exception and asks the customer to send in the receipt, which will then be reviewed and the account adjusted appropriately.
  • The customer scans the receipt either via the customer portal which is integrated with Kofax Web Capture, or via Kofax Mobile Capture, in response to the request from process execution. This is Capture at the Point of Origination at work!The required information (credit card number, merchant, date, amount, etc.) is extracted.The information is delivered to the Case based on the credit card number. This is Touchless Processing at work!The receipt image is filed in the ECM repositoryin a folder created by the process. This is Enterprise Ready at work!The adjustment is made to the customer’s account and the case is completed. This is Capture Enabled BPM increasing customer satisfaction and revenue as the satisfied customer stays with the creditor.
  • Now let’s look at some examples of Capture Enabled BPM at work with KofaxTotalAgility customers.Swale Council serves over 129,000 constituentsPushed out the barriers of their business process to online portalEverything from setting up refuse collection services to paying parking ticketsOver 25 services available online
  • Over 60 business processes streamlinedNow able to meet SLAsResulted significant increase in customer satisfaction (from 78% to 98%)
  • CCLA are an Investment Management company that represent churches and charitiesThey pride themselves on their ethical business practices. Their processes were way too manual. Were able to significantly automate their business processes and reduce the paper used by a factor of THIRTY
  • What drove CCLA to capture enabledbpmwas finding a check for £ 650,000 in a desk drawer just before Christmas. This highlighted the fact that their processes were too manual.
  • Globalmarketer of consumer and commercial products that touch millions of people every dayGood example of Enterprise Ready, as the many of the users access the TotalAgility systems via SAP Portal and TotalAgility is driving the processes that deliver completed transactions to SAP.
  • They have deployed multiple applications
  • Kofax TotalAgility has been recognized by leading independent analysts Forrester as a leader in Dynamic Case Management.
  • These are the guiding principles of CEBPMDeveloped in close consultation with our leading customers and business partners, these are the foundation for our product investment and strategy. Point of origination – capture extends the business process to the originators of the information that is required to drive it. Customers, business partners, and employees. Smartphones, tablets, web browsers, multifunction devices have revolutionized the accessibility of capture technology, eliminating the dead zone, unleashing cost savings, and increasing the quality of the business process.Touchless processing technologies automate the separation, classification, extraction and validation of metadata, driving the business process with the highest quality information at the lowest cost.Enterprise ready solutions ensure compliance and interoperability with your infrastructure and applications. Kofax integrates with over 130 systems of record, repositories, and databases, and our solutions conform to the operational requirements of your IT organization.
  • Here we should put the 3 chosen titles of the speedshops – as voted for by the audience. (graphic is the voting so far – will be updated)
  • Each person will have a coloured dot on their badge – this dot will correspond to their speedshop group.
  • Customer connect general session - day2_part2

    1. 1. Capture Enabled BPMLaunch EMEA EventPanel Discussion
    2. 2. Derek MiersPrincipal AnalystForrester ResearchInternationally recognised expert in:• Business process management• Organisational transformation
    3. 3. John NewtonCo-founder & CTOAlfresco Software• Co-founded Documentum in 1990• World renowned authority in ECM
    4. 4. Anthony MurphyOwnerLithe IT• Former CIO of Criminal Injuries Compensation Authority• Worked with TotalAgility since 2009
    5. 5. Anthony MacciolaCTOKofax• In technology industry for 26 years• 20 years with Kofax• Holds technology patents including Kofax VRS
    6. 6. Your Panel: Derek Miers Senior Researcher, ForresterJohn Newton Co-founder & CTO Alfresco Software Ltd. Anthony Murphy Owner, Lithe IT Anthony Macciola CTO, Kofax Martyn Christian CMO, Kofax (moderator)
    7. 7. Capture Enabled BPM Launch EMEA EventWhen is Capture Enabled BPM Right forYour Business?Padraig Canavan, SVP, BPM Sales
    8. 8. Are your processes letting you down?
    9. 9. Comprehensive BPMS Simulation, Process Analytics Business Rules Management Dynamic Case Management Rapid application deployment Mobile device support MS Azure support (later this year) Integrated with Kofax Capture Suite
    10. 10. Capture Enabled BPM Point of Origination1 Capturing content at the initiation point of a business process Touchless Processing2 Eliminating or minimizing human intervention throughout a business process Enterprise Ready3 Ensuring compliance and interoperability with IT infrastructure & applications
    11. 11. Why Capture Enabled BPM? Information capture is disconnected from business processes “Dead zone” while processes await the information that drives the process Time delay, cost and errors in metadata creation Customers and business partners are at arms length
    12. 12. Why Capture Enabled BPM? Actionable business information: – Sooner – Faster – With greater accuracy – At less cost Reduce process cycle time Increases customer and business partner engagement – Enhances revenue generation
    13. 13. Paper FaxEmail SMS Understand Decide XML SharePointOffice Portal ERP/LOB/CRM PDF ECM/RM DatabaseSocial What is it? What to do with it?
    14. 14. Paper FaxEmail SMS Understand Decide XML SharePoint UnderstandOffice Portal ERP/LOB/CRM Decide PDF ECM/RM DatabaseSocial
    15. 15. Paper FaxEmail SMS XML SharePoint UnderstandOffice Portal ERP/LOB/CRM Decide PDF ECM/RM DatabaseSocial
    16. 16. BPM v WorkflowBPM - superset of workflow Workflow• Independent Modelling, Automation, • Automation and Management of Management and Optimization of processes. processes.• Integrates with business systems enabling • Application specific sequencing of seamless data sharing and universal control tasks using predefined rules. from a single interface • Integration with 3rd party systems is often limited.• Supports highly variable process flows which • Linear, fixed process flow. can be adjusted in real time • Suitable for very simple fixed• Separates business rules from the process business processes e.g. document for governance and rapid change. routing, simple task allocation.• Coordinates activities and tasks among users
    17. 17. Case Management: business processes that involve a combination of routine and unpredictable processing. Involve a lot of participants Require the management of a and frequent collaboration large amount of documentation, correspondence and notes Involve „knowledge workers‟ with high levels of skill and a Evolve in-flight and their path of mandate to exercise judgment execution cannot be predefined Are long-livedKofax TotalAgility supports both Case Management and BPM processes within a single SW suite and for no additional cost.
    18. 18. Kofax Supports Full Process Spectrum ROUTINE PROCEDURES UNPREDICTABLE PRACTICES Pre-defined processes Each case is different Little or no worker discretion Involves human judgement and discretion Highly controlled Involves knowledge workers Can be easily automated Goal drivenProduction Knowledge CASE MANAGEMENT Worker WorkerProcesses Command and Control Sense and Respond Processes Employee Admin Claim Processing Audits Legal Invoicing Compliant Management Sense and Respond Investigation Management Purchasing New Customer Onboarding Customer Service Provisioning Patient / Medical Helpdesk
    19. 19. Example: Credit Card Dispute ResolutionStart Review Request Further Account Transaction Addl. Docs Review Adjustment
    20. 20. Example: Credit Card Dispute Resolution1 2 3 4 5 1. Receipt Scanned 2. Information extracted 3. Rendezvous with case 4. Receipt filed in ECM repository 5. Case completed
    21. 21. Point of OriginationPoint of OriginationMulti-channel accessibility for citizens Customer On-boarding25+ phone Via services now available online – Expensive, resource constrainedIntegrated with CRM system
    22. 22. Streamlined over 60 processesConsistently meeting service targetsIncreased customer satisfaction98% (up from 78%)
    23. 23. Touchless Processing Funds Transfer Reduced paper by THIRTY times
    24. 24. Enterprise Ready 3,000 users TotalAgility drives SAP system
    25. 25. Multiple applications: Travel Request Approval Purchase Order Requisition Approval User Onboarding Marketing Artwork Approval
    26. 26. Kofax Leader in BPMS TotalAgility and Dynamic Case Management The Forrester Wave for Dynamic Case Management, Q1 2011; Craig Le Clair and Derek Miers28
    27. 27. Capture Enabled BPM Point of Origination1 Capturing content at the initiation point of a business process Touchless Processing2 Eliminating or minimizing human intervention throughout a business process Enterprise Ready3 Ensuring compliance and interoperability with IT infrastructure & applications
    28. 28. Thank you.
    29. 29. Capture Enabled BPMLaunch EMEA EventThe Criminal InjuriesCompensation Authority StoryAnthony Murphy, Owner, Lithe IT
    30. 30. The Three Challenges• Build complex case management solutions without requiring IT developers,• Empower business experts and support aims for continuous improvement,• Improve efficiency to match year on year reducing operating budget.
    31. 31. TotalAgility Features that Deliver Zero Code Web Based SharePoint & Proven with Document Case Definition Application HP Trim Kofax Express Generation with Fragments Development Integration with Allocate Tasks Full Audit Trail Reporting Email and Alerts Exchange,.Net By Skill and Role and Control and XMLSlide 33
    32. 32. Improve Efficiency• Strive to remove interactions in the mailroom,• Use TotalAgility to proactively encourage tasks to be completed on time,• Assign work to resources only when it is ready for completion.
    33. 33. Lessons and Advice• Don’t feel the need to use all the features of TotalAgility,• Create standards for process design,• Don’t spend too much time focusing on failure modes unlikely to happen,• Poor requirements will result in rapidly building a poor solution
    34. 34. Thank You !Questions and Answers
    35. 35. SpeedshopsWhere you drive the agenda
    36. 36. Topic % voteThe topics Is the paperless office really a better place to 23% be?you chose: BPM technology. Interesting but I need a 17% solution to my problem… How can improving business processes 16% increase customer longevity and profitability?
    37. 37. Speedshops Starting time: 2:00 | all rooms on lower ground floorRoom XXX Room XXX Room XXX
    38. 38. Get your Passports stamped for a chance to#Kofax win a#BPM Bose Wavemaster Speedshops begin @ 2:00

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