1 Kofax White Paper Executive Summary Today, customers are sophisticated and connected. with the power to leave you for another company, with a simple swipe or click. Things like loan applications, claims submissions, new account openings are they fast and easy, or slow and painful? These information-intensive First Mile interactions are where the battle for customer acquisition and retention is won or lost, and the journey to lifetime brand loyalty begins. Organizations who make the First Mile of real-time interactions simpler and smarter for their customers, suppliers, partners and employees will be the ones to gain a competitive advantage, reduce costs and grow their businesses. Seven Ways to Make the First Mile of Business Smarter The First Mile Challenge of Business We ve all had that customer service experience that was so miserable you told everyone. What is going on with my mortgage refinance? Why is it taking so long to get approved for my loan? How quickly will I get reimbursed for damage to my car? Why do I need to visit and talk to so many different people and send in so much information in so many different formats and through so many different channels? Why can t doing business with these companies be as simple as using my mobile apps, or my social accounts? With the rapid explosion in mobile devices, meeting customer expectations can be difficult. How businesses engage customers will determine who thrives and who gets left behind in this global, online and competitive business environment that blurs geographic borders and gives companies easier access to customers and prospects. Today s technology savvy customers require ease-of-use, self-service, fast response times, two-way collaboration and process visibility from any device, anywhere. The internal challenges of meeting these high customer expectations must be resolved to remain competitive. Interactions such as filing a claim, applying for a mortgage or patient admissions are often labor intensive, slow and prone to error, and can adversely affect your customers perception of your business. Inefficient, people intensive approaches that rely upon the manual processing of issues, exceptions and
2 White Paper Seven Ways to Make the First Mile TM of Business Smarter Page 2 documents involved in customer transactions can delay response times, generate errors, and increase operating costs, all leading to lower customer satisfaction and the risk of losing them to the competition. Customers and employees find it difficult to collaborate with the right people and systems to get the information they need to complete processes. Speed, agility and business insight are critical in this First Mile of information-intensive customer interactions. The Technology Barrier Unfortunately, the backbone systems that run most businesses systems of record were never designed to effectively meet the needs of today s customer. ERP, ECM, BPM, CRM and other such systems were primarily designed for internal purposes and focused on running a business efficiently. They were never meant to provide a high level of interactive self-service, speed, awareness, collaboration and adaptability. Systems of record are typically large-scale, monolithic enterprise applications that require experienced users, are inflexible and do not extend outward to the customer, where business is increasingly being initiated. Because systems of record are usually expensive, time consuming and frustrating to modify, line of business managers can find it difficult to justify spending the time and money to adapt or replace them in order to make the First Mile smarter and accommodate today s customer expectations. As an alternative, in recent years visionary managers have begun building point solutions for so-called smart process applications that serve as an essential link between systems of record and systems of engagement, the ways in which customers interact with an organization. Systems of engagement include traditional face to face interactions in branch offices as well as web portals, mobile apps, social media and other means. Smart process applications are specially designed to support business activities that are people intensive, highly variable, loosely structured and subject to frequent change. This approach helped make the First Mile experience for customers better, but it required the acquisition, integration, deployment and administration of different capture, business process management (BPM), dynamic case management (DCM), collaboration, mobile and analytics software making it difficult and costly to realize the anticipated benefits. Seven Ways to Make the First Mile Smarter With these First Mile challenges laid before us, here are seven ways you can make the First Mile of business smarter: 1. Leverage mobility to enhance the customer experience and bolster loyalty. With mobile devices and information capture technology, your customers, agents and field workers already have enterprise class scanners in their pockets. So why not empower them to submit documents from mobile devices rather than requiring them to mail or fax? They already use your web portals why not provide the ability to scan documents into the portal, directly from their desktop scanners or multi-function peripherals? People want faster service, using their familiar devices and applications. Once the information is captured, you can communicate process status, exceptions, and changes directly back via the mobile device, and empower them to engage directly in the process to resolve any issues or advance the process. 2. Reduce time between engagement and action for better service. By combining the front-end collection of customer information with the backend processing of that information into a single integrated and automated process, the process completes
3 White Paper Seven Ways to Make the First Mile TM of Business Smarter Page 3 much sooner for the customer. Issues, exceptions, and requests for additional customer information are handled immediately, helping meet customer SLAs. These SLAs are only getting shorter as customer service expectations increase. 3. Empower customers and increase their visibility and control over the process. Keep customers, agents and field workers engaged and informed via status updates in a web portal or text/ communications, so they never have to wonder what s happening in the process, what s been completed, what s next, and when it will ibe complete. And when it s time for them to act, enable them to control and direct the process in a manner that suits them. For example, give them the option to send in supporting documentation via mobile phone, tablet, or all-in-one device through a web portal. 4. Reduce complexity and effort at touch points to drive costs down. By empowering your customers with the ability to self-serve in the manner they choose, you not only give them the control they desire, but you also move work from your knowledge workers and drive costs out of your process. For the internal work that remains, process it straight-through or present it to knowledge workers in an integrated, streamlined way. 5. Respond to changes quickly and easily for better customer service. Many customer and supplier facing processes are varied and unpredictable for example, servicing healthcare or government benefits claims or managing supplier payments and cash flow. What if you could dynamically increase priority of various customer responses, or the priority of an invoice to qualify for early payment discounts? Or, what if you could dynamically re-assign tasks to other resources to accelerate the process; or in the middle of the process, decide to immediately initiate a new one if fraud or another unanticipated situation occurred? 6. Gain insight into, and continually optimize and improve processes. BI has been leveraged for years for structured data. New systems of engagement require more than BI they require real-time, in-process, adjustable views of all types of information used during the process, combined with information from other internal and third party systems. Armed with this information all in one place, knowledge workers can make better decisions, faster. Process bottlenecks can be quickly identified and addressed and processes can be continually optimized for better running business and more positive customer experience. 7. Make it easy to connect systems of record with systems of engagement. Bridging the gap between systems of record and systems of engagement is the key to realizing all these benefits. But it needs to be simpler, less costly and less time consuming than replacing or modifying existing systems of record. Creating a link between these two worlds requires a service oriented architecture that leverages web services and removes the need for custom integrations. Inputs and outputs should require no API level programming and be easy to configure and use. This essential link should integrate with mobile technologies and use a single underlying architecture that extends backend processes and business rules out to the mobile device.
4 White Paper Seven Ways to Make the First Mile TM of Business Smarter Page 4 Kofax TotalAgility 7.0 the Platform to Make the First Mile of Business Smarter How do you implement these seven steps in order to make your First Mile of business smarter? The answer is to implement a single, unified platform that easily connects your sytems of engagement to your systems of record, avoids integration pitfalls and minimizes total cost of ownership. Capture Process Analytics Mobile Single Platform for Smart Process Applications Kofax TotalAgility TM 7.0 is the market s first and only unified platform for the development and deployment of smart process applications that are uniquely suited to solving the First Mile challenges of business. The platform combines Kofax market-leading capture, process management, analytics and mobile capabilities to create the essential link between systems of engagement and systems of record. In doing so, it dramatically simplifies and transforms the real-time, information-intensive interactions with your customers. You gain the ability to significantly increase responsiveness and improve service levels while simultaneously reducing operating costs. The result is a significant competitive advantage, and a way to better manage and grow your business. Optimize the Customer Experience With TotalAgility 7.0, you can dramatically transform and simply the business critical First Mile by engaging your customers, suppliers and employees more effectively, when, where and how they want and provide visibility, empowerment and control over the process. This improves their experience and increases loyalty. You can engage customers on their mobile devices for sales and service with mobile app content that is unique to them for both information capture as well as for process status, confirmations, approvals, exception resolutions, obtaining trailing documents, and changes requiring their attention. Building these mobile apps has never been easier: just design your process, develop the app to be used within the process, and deploy all on a single platform for low TCO and fast time to market. TotalAgility 7.0 provides unlimited and easy customization to extend capture capabilities, HTML5 interfaces, and smart processes to Systems of Engagement generate real time, information intensive communications from customers. Kofax provides an essential link between systems of engagement & systems of record for an... Systems of Record are enterprise applications designed for internal purposes. Paper Fax Digital Scanners MFPs/MFDs Portals Mobile Devices s MS Office/PDF TIF/JPG Files XML/EDI Data Streams Optimized Customer Experience & Greatly Reduced Operating Costs ERP/CRM/LOB ECM & Records Mgt. Databases & Other Archives IT & Telecom Infrastructure
5 White Paper Seven Ways to Make the First Mile TM of Business Smarter Page 5 any mobile device, for First Mile capture and collaboration capabilities and reduced process latency. With TotalAgility analytics, knowledge workers can make informed, effective decisions during the process, such as prioritizing a key customer s case or re-assigning a task to a more appropriate person, improving customer service levels. Greatly Reduce Operating Costs With TotalAgility 7.0, you can reduce manual processing, latency and operating costs while improving customer satisfaction, your competitive position, and overall profitability. By moving work from your knowledge workers to your customers and suppliers in a self-service model, you not only give them the control they desire, but also reduce costs. For the internal work that remains to advance and complete the process, TotalAgility optimizes the connection between your systems of engagement and your systems of record as information collected from the customer or supplier, third party services, and internal systems can be straight-through processed accurately and automatically, or presented to knowledge workers in an integrated way to streamline human decision making. With TotalAgility Analytics, managers can gain insight into process and content data and use this insight to make better decisions sooner. Leverage a Single Platform You develop these smart process applications using a single, unified platform to provide the essential connection from systems of engagement to systems of record helping you realize a lower TCO and faster ROI while avoiding the need to change your systems of record. TotalAgility 7.0 also incorporates multi-channel capture, so you can implement batch or transaction based information capture applications across centralized and distributed sites, and at the Point of Origination when and where customer facing interactions occur eliminating the need to integrate disparate capture products. Smart Process Applications Process Management The Kofax TotalAgility 7.0 Platform Customer Onboarding Mortgage Automation AP Automation Mailroom Automation... Predictable & Dynamic Workflows... Services System Management Mobility Image Capture & Enhancement Forms Input Trailing Documents Collaboration Alerts Exception Resolution Capture Scanners & MFPs Mobile Devices Web Portals Faxes/ s Electronic Files XML / EDI Data streams Transformation Image Enhancement Classification Separation, Content Extraction Extraction Learning Data Validation Structured & Unstructured Collaboration Process Monitoring Process Optimization Integration IM/SMS Integration BI & Analytics Near real-time analytics of process and content data. Data Integration Connectors to 3rd Party Apps (ECM, ERP, LOB, etc.) Web Services Interface... Design Studio Administration MS SQL Database
6 White Paper Seven Ways to Make the First Mile TM of Business Smarter Page 6 Other Multi-Channel Capture Products TotalAgility 7.0 Act and Interact Smart Process Applications capture information IN process for maximum visibility and responsiveness Act and React traditional capture TO process; capture information and send downstream Supply Chain: Accounts payable automation (invoices, purchase requisitions & receiving documents), orders, proof of delivery, waybills & airbills Other Verticals: Construction stage of completion for loan funding Energy real time production site reports Telecom new customer onboarding or account openings Smart Mobile Apps As a system of engagement, mobile apps are natural entry points for Smart Process Applications. Smart mobile apps extend the processes, forms, and rules in TotalAgility 7.0 all the way to the customer s hands, for optimal customer experience that s what makes these mobile apps smart. Smart Mobile Apps include: With a single platform for information-intensive processes, customers gain greater visibility and responsiveness. Capturing information at any stage within a single end-toend business process provides clear benefits over capturing information and then sending it to a separate downstream business process. Smart Process Applications TotalAgility is an ideal platform for developing smart process applications for information-intensive processes, including: Financial Services: Customer onboarding or account openings, investment account transfers, mortgage & loan applications, capturing trailing documents Insurance: Customer onboarding or new account applications, new policy quotes, claim submissions, capturing trailing documents Healthcare: New patient onboarding, claim submissions, explanation of benefits, capturing trailing documents Government: Citizen benefit enrollments, claim submissions, license & permit applications & renewals, capturing trailing documents Mobile Onboarding Mobile Mortgage Mobile Quote Mobile Capture Mobile Pre-Registration work hand in hand with Smart Process Applications such as: Customer Onboarding Mortgage Automation AP Automation Mailroom Automation Claims Processing Underwriting Patient Onboarding With TotalAgility 7.0, you make the information-rich interactions you have with your customers smarter by giving them what they want: an easy, empowered, and efficient experience on their device of choice. At the same time, you reduce operating costs by connecting your systems of engagement and your systems of record. Significantly increase your responsiveness to customers, improve service levels and gain competitive advantage in short, make the First Mile of business smarter.
7 White Paper Seven Ways to Make the First Mile TM of Business Smarter Page 7 About Kofax Kofax is a leading provider of smart process applications for the business critical First Mile TM of customer interactions. These begin with an organization s systems of engagement, which generate real time, information intensive communications from customers, and provide an essential connection to their systems of record, which are typically large scale, rigid enterprise applications and repositories not easily adapted to more contemporary technology. Success in the First Mile can dramatically improve an organization s customer experience and greatly reduce operating costs, thus driving increased competitiveness, growth and profitability. Kofax software and solutions provide a rapid return on investment to more than 20,000 customers in financial services, insurance, government, healthcare, business process outsourcing and other markets. Kofax delivers these through its own sales and service organization, and a global network of more than 800 authorized partners in more than 75 countries throughout the Americas, EMEA and Asia Pacific. For more information, visit kofax.com Kofax, Inc. All rights reserved. Kofax, the Kofax logo, First Mile, Kofax TotalAgility and Point of Origination are trademarks or registered trademarks of Kofax, Inc. in the U.S. and other countries. Other names may be trademarks or registered trademarks of their respective owners. ( )