European leading independent software industry analyst survey: overtakes paper and opens the door for multi-channel capture

Transcription

1 European leading independent software industry analyst survey: overtakes paper and opens the door for multi-channel capture In collaboration with ITESOFT and Fujitsu, CXP - a European leading independent software industry analyst - reveals the results of its 2013 survey on Optimising client processes by document capture and automation. This first chapter in a survey, focusing on the uses and practices for automating client document flows within companies, is designed to create a knowledge tool for the market and establish a benchmark for practices in order to improve client relations. Among the billions of highly diverse types of client files and correspondence (letters, faxes, and other electronic documents) received by companies every year, a majority contains information with high value added. When collected and leveraged effectively, this client information turns out to be a real differentiating factor. Main lessons from the survey 70% of the responding companies would like to start a project to automate their incoming client documents. 75% of the companies that have already engaged in document automation plan to extend their projects to include even more processes. The use of Shared Service Centres (SSCs) and Business Process Outsourcing (BPO) is expanding (29% of respondents). flows (43%) have overtaken paper (32%) in incoming client flows. Multi-channel capture, including mobile capture, is becoming a necessity for 41% of the respondents. Document capture and automation has now become a real driver for competitiveness: the main objectives at the outset of the project are to improve productivity for 74% of the respondents, reduce the volume of paper for 72% and reduce costs for 71%. 1 / 5

2 Generalisation of incoming document flow automation projects in 70% of the companies, including companies with less than 250 employees (representing 28% of the survey s respondents). Whereas 57% of the companies interviewed capture their client document flows, nearly three quarters of those that do not do it yet (70%) plan to do so in the future. The Banking and Insurance sector is the most mature sector in the field, with 82% of its companies capturing incoming documents electronically. Conversely, relatively few companies in the industrial sector have considered capturing documents (32%). Lastly, in the coming years, numerous projects are expected to be launched in the public sector, as 94% of the respondents there say that they are thinking about it seriously, partially because of strong pressure to improve client relations. Developing workflow features for greater efficiency in processes related to sharing information and CRM applications. 75% of the organisations that capture documents also have projects for complementary deployment, notably seeking to automate the process. Companies will do this by deploying workflow features to share information with the proper recipients (26% of respondents) and features to export information to ERP and CRM applications (31% of the companies). For many of these companies, process automation is considered as the second phase of an electronic capture project. Shared processing for incoming client documents. At the same time, companies are seeking an organisational design that ensures efficiency for processing incoming client information, with, for 29% of them, shared activities via a Shared Service Centre (SSC) or Business Process Outsourcing (BPO) provider. Along these same lines, companies are also interested by the dynamic redirection of workflows based on the operator s profile mixed with document priority (29% of the respondents would like to deploy this mode within the next 3 years). supremacy within incoming document hierarchy. (43% of incoming document flows) has overtaken paper (32% of incoming document flows). Even if paper can still represent 100% of the incoming documents that are taken into account by some companies, physical mail and paper files represent less than 20% of incoming workflows for more than one of every two companies. The emergence of multi-channel capture. Multi-channel capture, including mobile capture, is becoming a goal as part of increasingly demanding SLAs 2 / 5

3 (Service Level Agreements). 41% of the companies with automated handling of incoming workflows say that they have deployed functions to import captured and native electronic workflows. Consideration must also be included for projects to capture incoming flows using mobile terminals, planned by 49% of the respondents. With respect to service commitments, the proportion of companies without commitments for processing incoming correspondence has dropped significantly over the past 5 years, while the number of commitments with D+1 or even 12-hour processing has increased. The evolution expressed by the interviewed companies shows an expected shift towards such tighter commitments, dropping from D+1 to 12 hours. Optimised management of incoming documents appears to companies as a lever for competitiveness. The objectives associated with electronic capture projects clearly position these projects as levers to increase economic efficiency and competitiveness. Indeed, the three most-mentioned objectives all contribute to this end: improving productivity for 74% of the companies, reducing paper volume for 72% and reducing costs for 71%. This strategic trio is the same with respect to objectives on future projects. For complete survey results: Contact David Bernardin: david.bernardin@lewispr.com Or visit the Documation conference: March 20-21, 2013 CNIT, Paris La Défense, 2 place de la Défense, Paris, France - CXP booth: K15 - ITESOFT booth: E19 - FUJITSU booth: B16 - Conference session on March 20, 2013, 11:30-12:15: Customer testimonial by SMIP (Groupe MACIF): Optimising client management processes by capturing incoming workflows electronically 3 / 5

4 About the survey The survey was conducted by Le CXP in France, Belgium, Luxembourg and Swiss Romandy in January and February Respondent targets were upper management, client relations teams and information systems departments. 206 responses were validated after the data was cleaned. Over 70% of the respondents are involved with four activity sectors: Industry, Banking and Insurance, Service companies and Public sector. Interest by Industry on this topic is clear, representing a notable evolution for a field in which Banking and Insurance and the Public sector are more expected. About CXP - CXP is an independent European analysis and consulting agency for application software. A leader in Europe, CXP offers is clients complete services for evaluating, choosing and optimising software solutions: product benchmarking studies, personalised services (information system auditing, writing specifications documents, consultation with software companies, prime contracting assistance...) and market studies. CXP is involved with nearly a dozen different fields (BI, HRIS, content management, IT management, finance, ERP, CRM...). The CXP group brings its expertise to over 1,500 IT directors and operations departments in large and mid-market companies. Based in Paris, CXP is notably present in Germany and England through its subsidiary BARC (Business Application Research Center). About PFU PFU Limited (Japan), a company in the Fujitsu group, is the entity that manufactures Fujitsu scanners. The group provides world-class information solutions and designs, manufactures and commercialises computer equipment, peripherals and professional software. PFU offers a wide range of document scanners for professional and personal production environments, workgroups and high volume applications. PFU is also one of the worldwide leaders in document scanning. PFU has been involved with the document scanning sector for over 20 years and generates annual turnover of one billion dollars. Present in Europe, the Middle East and Africa (EMEA), PFU Imaging Solutions Europe Limited is in charge of commercialising and selling Fujitsu document scanners. The European company was founded in the United Kingdom in 1981 and has subsidiaries in Germany and Italy. PFU, a wholly owned subsidiary of Fujitsu Ltd., continually innovates and develops intuitive new solutions for automating document scanning and using individual, network and mobile scanners with its scan-to-cloud application. Fujitsu s strength leverages its 1,500 researchers, 14,000 engineers, and 34,000 patents around the world. PFU Imaging Solutions applies a strict indirect sales strategy through its partners (distributors, VAD, VAR, software companies). About ITESOFT Founded in 1984, ITESOFT is the leading software developer in France and one of the leaders worldwide* for the process automation market with its electronic capture and automatic document processing solutions (*source: Harvey Spencer Associates 2012). Group turnover in 2012: M Staff: 200 people. ITESOFT s mission is to make processes that rely on business document exchange smoother, simpler and faster. 4 / 5

5 ITESOFT offers an innovative range of solutions for capturing, automatically processing, and handling all documents flowing into companies. The company s offer is based on two product lines: FreeMind A licensable solution for capturing and automatically processing documents for large organisations. This includes handwritten correspondence, forms (such as order forms and slips), invoices, payments (cheques and drafts). Yooz A SaaS solution for capturing and automatically processing supplier invoices, designed for small, very small, and medium-sized companies, associations, certified accountants, and local government. ITESOFT solutions significantly and measurably increase the efficiency of business processes that depend on flows of paper and electronic documents (purchase to pay, order to cash, mail and client file processing...). These solutions enable clients to increase productivity, reduce document processing costs, and ensure end-to-end processing reliability and tracking. ITESOFT has been listed on the EURONEXT stock exchange since February Compartment C - ISIN Code FR Mnemonic ITE - Reuters: ITFT.LN - Bloomberg: ITES FP PRESS RELATIONS LEWIS PR Global Communications Le CXP ITESOFT David Bernardin Anne Eidelman François Lacas 44 rue Blanche 13 rue Le Sueur 43 Boulevard des bouvets F Paris F Paris F Nanterre cedex Tel: Tel: Tel: david.bernardin@lewispr.com aeidelman@lecxp.com Fax: francois.lacas@itesoft.com 5 / 5