An ISIS Papyrus Study Paper - November 2008
Sharing Experience™ -
Digital Asset Management
Sharing Experience™ - Digital Asset Management
This document contains a study of the ISIS Papyrus Platform, a business information
system for large enterprises, providing optimization of all customer service content
and processes. Due to the nature of modern customer communication this approach
also requires management of related digital assets.
There are numerous vendors on the market that provide hardcoded solutions for
specific Digital Asset Management (DAM) needs. Some are referred to as Media
Management or Brand Management products enabling the storage, management and
deployment of digitized content, such as text, web content, audio, video, graphics,
CAD files, images, print layouts, animations, and other forms of presentations.
We at ISIS Papyrus propose that there is no content without process and no process
without content and therefore DAM is required for both. DAM must be a native
functionality of a business information system, because the quality of assets defines
the quality of the communciation. Asset management workflows and deployment of
these into the production or business processes have to be controlled.
The graphical modeling capability for entities, interfaces, rules, processes, content and
presentation of the Papyrus WebRepository is the key to unlimited flexibility for asset
management. Using the Resource Management Framework as a starting point for
DAM, each organization can add any type of asset and their attributes as needed, use
the role/policy authorization for secure access, create design, admin and management
views, processes and audit reports, and deploy the digital assets into production.
Digital Asset Management is considered a separate market segment with special needs
and therefore specific products. More than 70 vendors all with small market shares
populate this segment. While the lightweight functionality of DAM is acceptable for a
small business in the media domain, it is not productive for a large enterprise and its
software infrastructure. In the enterprise IT market it is important to look beyond the
fragmented market of Digital Asset Management products that have to be integrated
by means of XML and SOA.
Consolidation and not integration as an overall target is the only direction forward for
enterprise solutions. Enterprise architects who hope to create an infrastructure of
replaceable components by segmenting and layering various products have to consider
poor compliance to standards and continuously changing products. These are major
stumbling blocks for an enterprise architecture, whereas ISIS Papyrus integrates
seamlessly with legacy applications to provide instant benefits with its rich
functionality and platform and output channel independence. On the long term it
provides an application infrastructure that allows for a gradual enterprise strategy
towards consolidation with no additional integration efforts.
Working with a platform vendor with broad functionality that includes DAM such as
ISIS Papyrus will provide the most flexible and consolidated setup for process and
content management with the key DAM capabilities. Papyrus provides the complete
range of functionality of a DAM product and it can be custom-defined to provide
special user interfaces and processes that are a perfect fit for enterprise needs.
A Digital Asset (DA) is a file containing digitized information used for artwork,
content creation or media production. A DA is often itself referred to as “content” if
used on the Web, as a “resource” for production or within other content.
The most common types of digital assets are:
Text (plain, RTF, HTML, other XML formats)
Images (GIF, TIFF, JPEG, PNG, or raw bitmaps)
Audio (WAV, AIFF, MP3, others)
Video (a variety of formats, most commonly MPEG-1/2/4)
Web content (HTML, FLASH, PDF, others)
Product specific (DOC, PPT, CAD, any)
Complex content (a mix of any of the above)
Source code (scripts or programs)
Binaries (functional executables)
In a DAM system the digital assets are stored in binary format with a set of attributes.
While this list covers the most important object types, you have to expect that new
DA object types or attributes may be required. To define new object types, add new
DA-attributes or sign-off workflows as well as specific user interfaces must be
possible without complex programming. Asset objects with the same attributes are
considered a class or type that they belong to.
To avoid the continuous confusion of which function is provided by what product we
want to clarify at this point the terminology of digital asset and content management.
Many DAM libraries as well as archive systems have been named a repository by the
vendor and refer to attribute values or search indices as meta-data, most probably
because it sounds more scientific and professional. A repository is by definition a
function that manages application definitions such as metadata, while DAM and
archive systems store however unique object instances of assets and documents.
A repository does therefore not use metadata to manage other entities but only
manages object descriptions and the metadata definitions of its attributes. It is
common today to use 'meta-data' rather than 'meta-information' or even better object
attributes. In other situations the attributes (metadata) are tags that classify the content
or asset according to a taxonomy or user created folksonomy. A flexible DAM system
or archive may have the ability to define the metadata for object attributes or its
search fields, but the key ability of a repository is to make the metadata taxonomy
available to other applications or systems.
META is a preposition in classical Greek and translates to: among; along with;
after; behind. Epistemology describes META as quot;about its own categoryquot;. Which
makes the only proper use of metadata as quot;data about dataquot; and not “data fields
about other entities we want to manage.” Data and metadata exist at the same time
in a relationship and one does not produce the other. Data is no more than a value,
number or string and turned into information by assigning metadata.
Therefore, information about name, size, type, location, ownership of a DA, or
system setup or specification values are not metadata but information about attributes!
Also the search tags for a DA in a library or a content instance in an archive are not
metadata but a representation of the search index.
At the very heart of a flexible and powerful DAM system lies the ability to create a
taxonomy of class definitions for DA-files, to define the metadata for DA attributes
and to link them to each other by what is called an encapsulation into an 'object class
DA attributes types can be roughly grouped into:
Descriptive – describes the object for reference, search and retrieval.
Structural – specifies either internal object structure or relationship to other
objects (is a part of, is composed of, is a variant of, is a version of)
Functional – DA states, DA state transitions, which actions can be performed,
how will it send and react to events
Administrative – format specifications, copyright and licensing information,
user access rights, lifecycle information (i.e. retention periods, validity),
projects and ownership, change management state
Taxonomy – classifies the object as part of a class
Operative – audit (past access and changes), reporting (productive use, cost),
license fees (due or paid)
Digital Asset Management or DAM is used for various purposes and in various ways.
In principle a DAM system stores digital files and their related attributes in various
formats. Some of these attributes can be used as search indices. The range is from
personal DAM libraries on a PC to large corporate solutions that extend to partners
and customers through the Internet. Apart from the flexibility and scalability of the
asset storage, a core difference of various DAM systems is how they can manage the
asset related workflows and how far they can reach in managing asset use in the
production environment. Enterprise DAM systems have to be secure and auditable.
Enterprise-level solutions require scalable, reliable, configurable systems with
unlimited numbers of assets for large numbers of simultaneous users.
Which departments may make use of a DAM?
Design – finding existing assets and re-use, a library of ideas,
Production – push digital assets into production, job tickets, signoff
Marketing – manage assets for online and printed catalogues
Sales – link assets to price list, more accurate offers and proposals
Customer Service – handle asset queries and complaints
Management – track and audit changes, measure process performance
IT – manage web assets, content assets, fonts, logos, …
Volume considerations for choosing a DAM:
How many assets will be managed and added per year?
What will the size of the average asset be?
Sign off workflows
Versioning with check-in and out, rollback and history
Number of internal and external users
Organizational model of authorizations
For people costing one can use 'a dollar a minute' estimation based on a $100k per
year cost with 200 workdays. Let’s assume that a designer may spend 30 minutes a day
searching or organizing media files. If we can conservatively half that time by means
of a DAM, then we are talking about saving $3000 a year. For achieving a breakeven
ROI of 12 month for a $300k DAM (prudent estimates put two thirds of that cost
towards implementation manpower!) it would require 50 fulltime users that work with
it. In a large corporation that number can be easily reached but we have to now
consider that we need an integration effort between the DAM system and other
corporate systems. That will easily multiply the manpower cost. If the DAM is in any
case part of the content and process platform you have just saved half a million
dollars conservatively with a consolidated system like Papyrus.
Consider further, that labor reduction is never a good reason to invest into IT
solutions. IT must be used to improve quality more than anything else. Using a
consolidated solution addresses a number of such quality issues. The reuse of creative
assets from previous projects enables faster development and offsets workers from
tedious error-prone tasks. Moreover, a DAM system should not ENFORCE rigid
workflows that hinder creativity but work more like a collaborative system that
empowers the user with features such as annotation while providing project
management structures, assets use auditing and accounting.
For some projects a more consistent process makes sense that allows a producer to
assign, prioritize, and track a project's progress across a production team. Auditing
enables to track the history of asset edits, conversions, and sign-offs. These processes
vary substantially from business to business and therefore a freely definable workflow
avoids the expensive tailoring of a DAM to specific vertical markets.
A Media Catalog is a special kind of asset repository that provides thumbnail display
of media assets to business users across an organization with a user-friendly web
frontend. Users are given access to check assets in an out to enable sharing and
Summary of potential savings and benefits:
Reduce the time and cost to search for images of products and applications
Preparation of assets by product management, marketing or external creative
organizations such as PR or advertizing agencies
Flexible definition of approval and sign-off processes
Provide approved variants of digital assets in different resolutions, color
schemes or languages
Avoid redundancy and related potential sources of error
Control the Corporate Identity standard worldwide in the organization
Avoid the storage of assets in many different systems
DAM is provided by the ISIS Papyrus Platform as a framework of definitions for
general resource management. DAM also uses the application lifecycle functions with
project management and version/variant control. Most systems only support versions,
but a larger organization requires also the use of asset variants for different display
qualities in color or resolution or for support of multiple languages.
• Upload, store, and give access to DAs for authorized users
• Automatically extract asset attributes on import
• Enable control over versions and variants of DAs
• Distribute versioned assets to other applications by unique ID
• Provide DAM via thick and thin client environments
• Utilize DAM by setting up the needed lifecycle processes without coding
• Create, sign-off and ensure corporate identity standards
• Manage any kind of current or future asset by definable object types
• Scale the DAM functionality to any number of users needed
• Secure digital assets and their use with full security functionality
• Control copyrighted material for accounting and compliance
• Audit and monitor the use of digital assets
Fig 1: The Preview Carousel in Papyrus for browsing the asset library
The Papyrus WebRepository is a meta-data driven system that enables the definition
of executable object models with states and methods. Therefore all object definitions
are virtual and derived from a meta-class. This means that there is no limitation in the
type of objects that can be defined and stored.
Also in the Papyrus Platform the assets are not to be stored inside the WebRepository
but within a separate possibly independent asset library server. The asset types and
their attributes are however to be defined in the WebRepository and used in the
library. Therefore the asset definitions are well managed and accessible by all
Fig 2: ISIS Papyrus WebRepository defines Metadata for DAM attributes
In this world where using unauthorized copyrighted content can lead to expensive
fines and lawsuits it is not only important to improve the access but also to manage
and control it. The standard security functionality of the Papyrus Platform is perfect
for assuring users access rights and control the use of digital assets.
• User Authentication, optional SmartCard/Fingerprint
• User Authorization by assigning one or more ROLES
• User organization by assigning users a corporate POLICY
• Data security by means of encrypted communication and storage
• Document/asset authentication by PKI digital signing of assets
• Document/asset security by PKI encryption of assets
Fig 3: Papyrus Platform Authentication, Authorization and Encryption
WebRepository uses a role and policy based approach called RBAC. Roles enable
users to be authorized to perform any specific methods on objects, Policies segment
object instances into control groups so that different departments and subsidiaries on
the same system can be kept separate despite using the same organizational roles and
Many asset formats contain imbedded attributes. For many it is necessary to extract
them from the asset file and store them to DAM attributes. An import and export
function supports a variety of formats.
The resource library function of the WebRepository supports also the import of files
in the XMP format. The Adobe Extensible Metadata Platform (XMP) is a commonly
used format for definition, creation, and processing of extensible files that include the
asset attributes, also here called metadata. While it makes sense to utilize XMP when
an asset is exported as a file for a particular application, it is of no relevance while the
asset is under control of the DAM system. XMP mostly uses attributes from the
Dublin Core Metadata Initiative. The biggest drawback is that as an XML format
XMP does not allow binary formats such as thumbnails to be included natively, but
they have to be converted to the huge Base64 format. Adobe provides the XMP
Toolkit free of charge under a BSD license that includes specification and usage
documents (PDFs), API documentation (doxygen/javadoc), C++ source code
(XMPCore and XMPFiles) and Java source code (currently only XMPCore).
Papyrus and other asset management systems utilize automated transcoders to convert
assets to the format requested. In a large corporate environment transcoding should
only be enabled for immediate production such as printing or web presentation.
Transcoding to store another variant of an asset must be under process control and
sign-off to ensure asset quality.
The Papyrus Platform has the ability to define what actions and attribute changes have
to be audited. These events are written into an audit log that can be statistically
processed into audit reports.
Audit data can be used to verify the correct use of the resource processes, but it can
also create lists of all assets that have been checked in and out. Each stored object in
the asset library retains information when it was last used. That enables to identify
assets that are stale and no longer used.
A parent object pointer enables the user to verify where all the assets are used in
applications and therefore provide a list of asset users. If assets are checked out for
third party application use, then a Check-Out Wizard can be created with the Activity
Recorder that forces the user to enter essential information about the usage of the
asset. This can then be used for billing for copyrighted resources.
Papyrus WebPortal presentation with Papyrus EYE empowers the DAM user to have
very intuitive and specialized user interface for each of the DAM user roles. Some
user roles are creative, while others are administrative and a few only require audit and
reporting functions. All of these user interfaces can be custom defined using Papyrus
The Papyrus EYE user presentation does not require programming - in difference to
Ajax, ASP, Java Swing or Adobe Flex - and is completely defined through version-
controlled OO models in the WebRepository. The same applies to the Papyrus
Desktop. Using the graphical components, any view type can be defined and saved.
That allows the user to navigate to a context of objects related to a process and
present them through his choice of predefined views. The user is not limited to one
application area, but can arrange multiple views to show queries, work queues,
collaboration, and content in the process context. The graphical functionality of EYE
enables the user to choose from a number of charting options to set up dashboards or
chart representations of customer data.
Fig 4: Papyrus EYE TransPromo using DAM library
As the metadata model from the WebRepository enables direct access to live business
data, the user can pull these into the process context and use them as operational
business intelligence for better decision making. A ‘context memory’ function enables
each user to dynamically switch between tasks and views to handle exceptions,
queries, handle interruptions, and can setup layouts that match his specialized needs
As a DAM system evolves there is a growing number of assets to be managed. In an
enterprise environment the asset base can easily sum up to millions of items. Without
a solid workflow solution provided by the DAM system itself there is growing
pressure to integrate yet another third-party solution.
The User-Trained Agent (UTA) of the Papyrus Platform provides the context of a
business user role and monitors its interaction with each DA without forcing them
into the straitjacket of rigid process models. This gives each user a maximum of
creativity while maintaining audit and control features for supervisor roles.
Any organization planning to rein in the use of its digital assets for control,
compliance or cost reasons will benefit from considering the DAM approach
proposed by ISIS Papyrus. The ISIS Papyrus consolidated communications and
process platform is the ideal solution for creating a highly functional, auditable and
cost effective DAM. Its many additional features make the Papyrus Platform the
premier choice for an enterprise architecture strategy.
The Papyrus Platform is an end-to-end, process- and content driven application lifecycle
system from business need to production that includes the functionality to manage
digital assets. The ISIS Papyrus Platform offers a unique combination of application
features as well as the system management power to scale on an enterprise level to
thousands of users. By setting up Papyrus WebRepository loaded with metadata,
templates and tool components, IT enables business professionals to define
applications that tie business processes, user presentation, business content, digital
assets and service interfaces together without the need for complex process
integration projects with substantial manpower, time and budget requirements.
ISIS Papyrus offers a number of quick-start application frameworks for use with asset
management, marketing, content management, document management, web
presentation, printing, customer correspondence, marketing administration and
customer care processes. Adapting those frameworks for business use NEVER
involves Java or .Net coding!
The Papyrus Platform
is uniquely integrated
technology with many
applications that are
tuned with little effort.
Already in 2001, ISIS Papyrus announced its Inbound/Outbound Process strategy and
started to promote the forgotten contextual link between business process and all
business content. Today’s problems of DAM, ECM, CRM, BPM, EMM and MRM
are centered in a lack of understanding the business context - how people (employees
and customers) and business processes are related to content.
Businesses need a single information system that offers collaboration, process
coordination and role coaching on top of the background data processing. This single
information platform would enable a business to model its key information assets,
support its process workgroups, create and retain the knowledge as to how the
business actually performs its processes. All this knowledge and experience is shared
between workgroups according to authority. Management can monitor quality criteria
and audit each single process if needed. Because it is a single life-cycle platform,
software borders do not exist and process optimization is a continuous exercise that
does not require complex projects. All in all, such a system would not only be updated
from its users about processes, but it would to spread all the gathered knowledge
across the enterprise, hence ‘Sharing Experience™.’
Gartner Group stated in a 2007 product study that a single life-cycle repository is the
key to delivering business-changing software. Such a repository has to also provide
Digital Asset Management to fulfill the central role that it is supposed to play and
cover all aspect of process and content related knowledge applications. It is also
essential for marketing and campaign management because data and service
integration and consolidation are the cornerstones of success. A major issue of all
current business process in marketing is the simplistic flowchart paradigm that
fragments a holistic customer view into many simplistic step-by-step flows. Prospects
and customers communicate with business content in a continuous closed loop.
Outbound business content (paper and electronic):
Marketing material (enveloping-barcodes!)
Batch produced statements, reports, credit cards
Claims handling, service requests
Web content on self-service sites
Phone conversations and SMS
Inbound business content:
Papyrus WebRepository uses a state/event driven concept for virtual object modeling
enabled by a distributed object-relational database and transaction engine. The core
concept is to model the interaction of business entities and not rigid process flows.
Models are assembled into templates and assigned to vertical process frameworks.
Metadata: All data structures used are best centrally defined and individually managed
and not hidden somewhere in source code or XML files. A metadata change
transparently propagates through all defined components of the application.
Trained Processes: While it is easy to define processes with the flexible state/event
model of Papyrus time and money can be saved by discovering the implicit process
flows by interactive user training rather than abstract analysis. Trained processes can
be additionally bounded by business rules that link to metadata. The trained process
progression control activities, content and also calls the service interfaces.
Business Rules: These are quite distinct from process guidance but trained process
and business rules can be freely mixed. Business rules can also be entered by business
users using a ‘Natural Language Rule’ interface and become part of the application by
simply adding them to the business context.
Activities: User interfaces cannot just be simple forms or views but must be activities
that guide the user through a number of wizard-like entry steps or direct content
interaction. This dramatically reduces the need for user training. At any point in time
all information (data, content and past processes) pertaining to a customer is available
regardless of the current process and only limited by authority. Data presentation
must be asynchronous and the user interface must allow those interactions.
Content: There is no business process or case without its content – inbound
documents; fax and email, archived contracts or communications, batch or user
generated outbound correspondence, or in fact audio or video files. WebRepository
enables business users to define content classification and data capture for Inbound as
well as assemble template definitions and production jobs for Outbound.
User Presentation: by means of a flexible GUI object model called Papyrus EYE,
non-technical users can describe by drag and drop any user interface they desire and
create perspective layouts and composite data views for identical use on PC and Web.
Service Interfaces: Adapters use the metadata definitions to map the interface data.
A change in the interface can be version-controlled together with changes to all other
process components. Papyrus proposes a data federation model through its object
modeling that reduces the need to use service interfaces. MQ, SOA, dot.NET and
many other adapters such as for CICS and JES are available to call program functions.
ISIS Papyrus celebrates 20 years of continued innovation and successfully focused on
the long-term benefits for our 2000 corporate customers rather than short-term
revenue targets for all those years. With the availability of its unified
Inbound/Outbound functionality under common process control in 2001, ISIS
Papyrus has long anticipated the current consolidation trend.
The ISIS Papyrus Communication & Process Platform is a consolidated solution for
content (ECM), process (BPM), business rules (BR) and operational business
intelligence (BI) using data federation to create composite knowledge applications
with front and back office collaboration. A very typical application is marketing
management where Papyrus builds closed-loop business services in a rapid
development environment that connect departments, subsidiaries, business partners
and customers through the Web.
Platform architecture: A peer-to-peer network grid of distributed transaction-server
nodes can be run 24/7 around the globe with clustering or hot-backup. Any number
of transaction, portal or archive nodes can be linked to multiple repositories. The
single, central Papyrus WebRepository is a virtual meta-data repository, which
means that the meta-data models are freely definable and extendable and guarantees
full lifecycle change management without process boundaries. The system itself and
all its applications are modeled, managed and executed based on WebRepository
frameworks. User interfaces are freely definable components in HTML, Ajax, or
EYE-Flash in Papyrus WebPortal or native Papyrus Desktop.
Effortless integration through configurable Papyrus Adapters. Standard messaging
adapters for SMTP, POP3, FTP, SMB, JDBC, LDAP, SAP-XOM, J2EE and .NET
programming, as well as XML, ASCII, COBOL data files and many others.
Authentication and security. Papyrus employs a deeply imbedded RBAC role-
based access control mechanism with action controlling policies. Node-to-node data
transmissions are SSL encrypted. Fingerprint and Smartcard readers use PKI to
authenticate users, documents and digital signatures. Operating systems: Windows,
Linux, AIX, HP/UX, Sun Solaris, z/OS.
Process Guidance: Using the CEP complex event processing capability of the User-
Trained Agent the Papyrus Platform can discover existing business processes from
user interaction with the modeled information and content assets. The substantial
effort to analyze business processes, simulation, deployment, monitoring and
optimization is made redundant. The Papyrus WebRepository provides the UTA
with the business context metadata for the transductive training. Each UTA can be
considered a coach to a business user role who monitors the specified business
context and recommends actions for process progression.
Business Rules: The Activity Recorder (AR) and Natural Language Rule (NLR)
editor enable line-of-business users to react to market changes with consistent meta-
data definitions in WebRepository for attributes, reporting and auditing enterprise-
wide business policies. Rule editing, deployment and use is controlled by the RBAC
authorization system for all frameworks and they can be triggered by events or
trained pattern matches.
Business Process Management: Processes and related meta-data are modeled in
the WebRepository using a state/event principle that avoids the limitations of
flowcharts. Events are not the exception but simply trigger rule execution. Users
define the user interaction with the AR and NLR editors and train the process
sequence with the User-trained Agent. Collaboration, check-in/check-out,
versioning, project management are generic platform functions.
Enterprise Marketing Management: The Papyrus Adapters provide real-time
access to either operational data or data warehouses through the meta-data and
service registry definitions in WebRepository. Data access is federated and reports
can be generated automatically or ad-hoc from predefined document components.
Business rules can be used to provide data filtering and condensation for real-time
decisions support. The User-Trained Agent can be used to train pattern matching
for complex event handling or predictive decision support.
Enterprise Content Management: For image capture Papyrus provides scanning,
image correction, OCR, machine-learning document classification, FreeForm® data
extraction and validation, email text classification, distributed archiving with
automatic content replication. Any archived content (emails, PDF,…) can be
assigned Records Management retention principles and PKI signed for
authentication. Collaboration, check-in/check-out, versioning, project management
and business process are generic platform functions that simply need to be used for
Document and Output Management: The Papyrus Designer provides the most
powerful document generation functionality for dynamic documents in high-volume
or interactive correspondence. Business rules can be used to define the conditional
logic for correspondence created through the WebPortal™ interface or Desktop.
Papyrus PrintPool™ bundles high-volume output and correspondence that is
multi-channel distributed or printed with Papyrus WebControl.
Web Content Management and Portal: Papyrus WebPortal and the WCM
Framework enable creation and management of multiple intranet and extranet sites in
HTML/CSS, Ajax or EYE-Flash. The Papyrus WebRepository™ centrally controls
branding, look and security and maintain consistency of information across distribute
Internet sites with localized international versions.
The need to print, organize, and distribute corporate reports is expensive. Documents
in the form of billing and transaction statements, invoices, and budget analysis reports
are huge. The volume of reports is a barrier to finding relevant information. These are
either created by Papyrus DocEXEC or by third-party software applications. Good
decision-making hinges on access to well formatted and understandable business
Create and manage reports within the Papyrus platform
Integrate reports into business processes for decision making
Utilize business data from CRM, ERP or any other application
Papyrus user role/policy authorization and authentication controls access
Papyrus WebArchive enables effortless distribution to the Web
Electronically captures meta-tags, archives and distributes reports
Transforms report content into meaningful business intelligence
Empowers business users with multi-channel distribution
Papyrus Capture transforms paper documents into images and metadata. The images
are associated with case files and automatically routed through business processes by
user-trained or user-defined rules. Papyrus Capture provides high-capacity document
capture with multiple scanning stations in distributed mailroom configurations.
Papyrus capture uses automatic classification of images without human intervention.
The insurance, finance and telecom industry must be prepared to react to international
financial volatility, free-market changes and regulation. The ISIS Papyrus Platform
provides international companies, their agents or brokers with a business-driven,
customer-focused, experience-sharing environment that facilitates cooperative
Customer Analysis & Marketing
Product Development & Implementation
Sales Force Management
Underwriting & Policy Information
The ISIS Papyrus Platform empowers businesses to define the marketing processes
they really need with the power and flexibility to service customers and prospects as
individuals in a mass marketing and highly automated service environment. A
consistent brand experience is important but it cannot substitute for a high-quality
service relationship. How hotel staff interact with you is a lot more important than
whether they all wear the same uniform. The transition from prospect to customer
must be as painless as customer to repeat customer. That is not a branding exercise
but a service quality aspect and steps far beyond customer analytics, event-detection,
campaign management, lead management, and marketing resource management. The
increase in service quality is the best guarantee for improving sales and for customer
satisfaction and therefore retention.
In addition to
and event detection,
an increase in
quality at reasonable
cost is the best
Fig 5: Information content, activity and goal centric functionality are split into disparate systems. Marketing must
not be isolated from customer service for optimal communication quality with marketing messaging.
• Transforming the claims process to maximize customer service
• Insurance corporations streamline their claims operations
• Migrating legacy host claims letter generation systems
• Eliminating manual processes with process automation
• Simple change and maintenance of layouts by the business users
• Improve Time-to-Market
• Text blocks are standardized and reused rather than duplicated
• Eliminating hard-coded printer controls provides printer independence
• Bundling of all letters to one recipient in one envelope
• High-volume batch processing and user documents are bundled together
The Internet offers the opportunity to replace paper billing and check payment
processes with electronic communication. Businesses such as telecoms or utility
companies, who send and receive large numbers of bills and payments, will benefit the
most from Electronic Bill Presentment.
Replacing paper invoices
Reducing postage costs to mail invoices
Increasing cash flow through faster payments
Lowering bad debt factors by receiving payment prior to shipment
Lowering collection costs through improved payment processing