Sharing Experience - Digital Asset Management

Transcription

1 An ISIS Papyrus Study Paper - February 2009 Sharing Experience - Digital Asset Management ISIS Information Systems GmbH Alter Wienerweg 12 A 2344 Ma. Enzersdorf Tel: info@isis papyrus.com

2 Sharing Experience - Digital Asset Management EXECUTIVE OVERVIEW 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. Market Observations 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. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 2

3 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. Principles of Digital Asset Management 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. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 3

4 DAM Terminology 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. Some people confuse 'meta-data' with 'meta-information' when they actually talk about object attributes. 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 information 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 "about its own category". Which makes the only proper use of metadata as "data about data" 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 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 definition'. DA attribute 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 SHARING EXPERIENCE 4

5 Fig 1: Papyrus EYE Search View of Digital Asset Types Justifying DAM for the large enterprise 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 Backup procedures Versioning with check-in and out, rollback and history Number of internal and external users Organizational model of authorizations DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 5

6 Beyond cost considerations 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 putting a $300k DAM into place (prudent estimates have it that two thirds of that cost is 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 double the 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. Labor reduction is never a good reason to buy an IT solution. IT must 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 and auditing. 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 userfriendly web frontend. Users are given access to check assets in and out to enable sharing and cooperation. 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 DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 6

7 DAM Using the ISIS Papyrus WebRepository 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. Papyrus DAM Functionality: 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 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 applications. Fig 2: ISIS Papyrus WebRepository defines metadata for DAM attributes DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 7

8 Essential DAM: Security and Digital Rights Management 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. Papyrus Platform Security features: 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 object types. Asset Attribute and XMP Compatibility 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. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 8

9 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. Papyrus Auditing and Reporting Features for DAM 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 EYE Definable User Interface for PC and Browser Papyrus WebPortal presentation with Papyrus EYE empowers the DAM user to have a 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 EYE. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 9

10 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 without programming. Scalable Collaborative Workflows 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. Its ability to constantly monitor and automatically discover your business processes removes the need for lengthy and error prone consultative approaches. The UTA opens the door to IT delivering new functionality immediately and exactly as defined by the business. The UTA gives each user a maximum of creativity while maintaining audit and control features for supervisor roles. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 10

11 Summary Any organization planning to manage 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 tailored specifically to a business unique needs and modus operandi. Its many additional features make the Papyrus Platform the premier choice for an enterprise business communications architecture strategy. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 11

12 ISIS Papyrus Platform Overview 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 and provides business- changing technology with many quick-start applications that are tuned with little effort. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 12

13 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 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 aspects 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-bystep 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 General correspondence Web content on self-service sites Phone conversations and SMS Inbound business content: Letters s Phone calls Web forms Branch visits Partner requests DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 13

14 How does the Papyrus Platform Describe Models? 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 , 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. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 14

15 Consolidated Vertical Solutions 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. Architecture Outline Platform architecture: A peer-to-peer network grid of distributed transactionserver 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 rolebased 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. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 15

16 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/checkout, versioning, project management are generic platform functions. Application Framework Outline Enterprise Marketing Management: The Papyrus Adapters provide realtime 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, text classification, distributed archiving with automatic content replication. Any archived content ( s, 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 content applications. 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. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 16

17 Specific Application Frameworks Papyrus PrintPool and WebArchive for Reports 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 information. 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 for Inbound Documents 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 highcapacity document capture with multiple scanning stations in distributed mailroom configurations. Papyrus capture uses automatic classification of images without human intervention. Papyrus Solutions for Insurance, Finance and Telecom 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 business processes. Customer Analysis & Marketing Market Research Product Development & Implementation DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 17

18 Brand Management Sales Force Management Underwriting & Policy Information Customer Service Contract Management Claims Management Regulatory Compliance Beyond Isolated Marketing and Branding 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 branding, analytics and event detection, an increase in customer service quality at reasonable cost is the best possible guarantee for customer retention. 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. Papyrus for Insurance Correspondence 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 DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 18

19 Electronic Bill Presentment 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 Automated Document Factory for Billing (Utility, Telecoms, ) Highly personalized billing with or without whilst eliminating manual processes and specifically assigned staff. End to end processing control with a single dashboard Managing the entire document lifecycle from billing data to archiving Quick implementation of bill layouts for new service offerings Easy to use Transpromo (1-to-1) marketing Bundling multiple documents of configurable size and characteristics Generation of PDF documents for long term archiving Generation of PDF documents and XML/XLS (CTE) documents for e- billing Bundling of documents in various formats to produce CDROMs Production of Fiscal Reports in ASCII format and PDF Production of reports for statistical purposes Copyright 2009 ISIS Information Systems GmbH. All Rights Reserved. ISIS Papyrus, its logo, and Sharing Experience are trademarks of ISIS Information Systems GmbH. This document makes reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by ISIS Information Systems GmbH and is not intended to represent or imply the existence of an association between ISIS Papyrus and the lawful owners of such trademarks. DIGITAL ASSET MANAGEMENT SHARING EXPERIENCE 19