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Making service more agile - Case Bertel O. Steen

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A brief presentation about how we delivered Bertel O. Steen (BOS) a digital archive that:
1. Saves 8 full time equivalents of work annually
2. Provides reliable platform to be expanded
3. Allows for efficient warranty claims handling
4. Makes audit processes easier

BOS dealerships scan currently up to 2000 documents per day and the system takes care of archiving and leveraging them automatically - Less than just 5 % needs to go through manual validation.

The archive, called BDA (BOS Digital Archive) consists of:
1. IBM Filenet as a content repository to store the documents
2. IBM Watson as an analytical search engine to find and 3. analyze them
3. IBM Datacap as a capture solution to push content into the archive
4. IBM Navigator as the easy to use front-end and user interface

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Making service more agile - Case Bertel O. Steen

  1. 1. 1 CASE BERTEL O. STEEN MAKING SERVICE MORE AGILE Petri Sysilahti Solution Architect Elinar 1/2018
  2. 2. 2 AGENDA • The players • The field • The story • The tools – and the future • QA
  3. 3. 3 THE PLAYERS – BERTEL O. STEEN [BOS] • One of Norway’s largest service and training companies • Imports and resells Kia, Peugeot, Citroen and Mercedes Benz cars • 2011 had 2 660 man-years and operating revenues of 1,27 billion euros
  4. 4. 4 THE PLAYERS - ELINAR • 22+ years of expertise on content-centric processes • Integrator for IBM Analytics products in Nordics • Offices in Finland, Sweden and Norway • Founded 1994 • IBM Gold Business Partner • 100% IBM – no other vendors
  5. 5. ELINAR will help knowledge-intensive organizations turn their data into business value.
  6. 6. 6 AGENDA • The players • The field • The story • The tools – and the future • QA
  7. 7. 7 THE MATERIAL • BOS has about 200 locations across Norway • Dealerships generate thousands of documents every day • Documents include typical car retail and service industry material: • Sales contracts • Work orders • HR documents • And many others
  8. 8. 8 THE BACKGROUND - NEEDS • Improve service by making use of documents more agile • Save time and increase quality • Make audits, storaging and finding content easier • At the beginning documents were stored on paper in an archive • Some scanned and saved to a network drive
  9. 9. 9 AGENDA • The players • The field • The story • The tools – and the future • QA
  10. 10. 10 THE BEGINNING • Improving the current situation by implementing a digital archive for the documents • The archive, called BDA (BOS Digital Archive) would consist of • IBM Filenet as a content repository to store the documents • IBM Watson as an analytical search engine to find and analyze them • IBM Datacap as a capture solution to push content into the archive • IBM Navigator as the easy to use front-end and user interface
  11. 11. 11 THE FIRST STEPS • BDA was established and configured for two most common and most needed document types • Work order • Sales contract
  12. 12. 12 THE FIRST STEPS - DOCUMENT TYPE CONFIGURATION Determine archival strategy for document type Define document properties and recognition strategy Decide whether back-end systems can be leveraged during recognition
  13. 13. 13 THE DATACAP WORKFLOW (SIMPLIFIED) The printers scan into a network disk * Datacap monitors network disk and picks up scanned documents as they appear Document is processed, data extracted and validated If validation reveals any issues, document goes into manual verify The validated and possibly verified document is stored into the BDA as a text- searchable PDF file *) Each BOS dealership was equipped with at least one multifunction printer acting as a scanner
  14. 14. 14 THE ARCHIVE • Robust and scalable enterprise-level archive platform (IBM Filenet) • Secure: Lets BOS decide who can see what based on the dealer the employees work at • Audit functionality enables confirming policies are being followed
  15. 15. 15 THE ARCHIVE • IBM Watson acts as an easy-to-access search engine, making finding the right documents easy and intuitive • Analytics capabilities enable discovering new insights from the archived material • Easily accessible with a web browser from anywhere on mobile or computer
  16. 16. 16 EXPANDING THE WORK ORDER • A work order is essentially just one document but it has many supplemental components such as • Photos • Diagnostic scan reports • Other related documents • These are already mostly digital • An upload function was created to facilitate adding related documents to a specific work order
  17. 17. 17 THE NUMBERS 1500–2000 documents scanned daily 80-90% of these are work orders Total daily volume twice that (including supplemental documents) Less than 5 % go to manual validation
  18. 18. 18 8 full-time equivalents of work saved annually approximately Reliable platform to be expanded Warranty claims are handled efficiently Audit processes are easier 1 2 3 4 THE BUSINESS IMPACT
  19. 19. 19 USE OF ARCHIVE HAS ALREADY BEING EXTENDED • More document types are being defined • Administrative documents • Additional vehicle related documents • Additional input channels are added • Use of analytics • Windows Explorer integration • Using the BDA as a document provider for other applications
  20. 20. 20 AGENDA • The players • The field • The story • The tools – and the future • QA
  21. 21. 21 THE TECHNIQUES • Datacap – traditional capture techniques are being used • Fingerprinting • Locate and keyword based approach • Insight functionality being added as needed • IBM Content classification • Back-end systems integration • Content Management Interoperability Services (CMIS)
  22. 22. 22 THE FUTURE • Compliance for EU General Data Protection Regulation (GDPR) – Take a look at Elinar Miner product • Artificial Intelligence • Case management methodologies
  23. 23. 23 AGENDA • The players • The field • The story • The tools – and the future • QA
  24. 24. 24 CONTACT US Solution Architect Petri Sysilahti petri.sysilahti@elinar.com www.elinar.com @sysipetri @ElinarOyLtd https://www.linkedin.com/in/petri-sysilahti-38519716/ https://www.linkedin.com/company/2622808/
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