ISIS Papyrus Adaptive Process and Case Management ACM: The Power of Content & Process as ONE Annemarie Pucher/CEO ISIS Papyrus Software
25 Years of Excellence Founded 1988 Austria United States Germany England Asia Pacific Italy The Netherlands Spain Privately Owned Standard Software Application Frameworks >2000 Customers 330 Employees In 2012 EUR 61 M 1250 Papyrus France
ISIS Worldwide Users Banking Credit Suisse, Citibank, UBS, Commerzbank, Banco Pastor, Rabobank, Den Danske Bank, Deutsche Bank, BNP, Dresdner Bank, Capital One, Lloyds TSB, Banco San Paulo, HBOS, ABN AMRO Asia, KBC Insurance Sun Life, Fortis, AG Insurance, CGU, AXA, Equitable Life, Winterthur, Zürich Group, Generali, Thrivent, AM Vers. Nordea, Allianz, IVV/IGH, Cosmos, Empire BCBS, Harvard Pilgrem, Aspecta, AIB, ENRA, Mercator, DAS Public State of California, State of Wyoming, State of Oregon, San Diego City Schools, General vote in Bosnia-Herzegovina, Vote in Swiss, City of Vienna, Comune di Milano, Chambre of Commerce Austria, Austrian National Library, European Patent Office Utility FirstEnergy Corp, KELAG, Scottish and Southern Energy, Consumers, Stadtwerke Wuppertal, Wienstrom Vienna, AGSM, Meccanografica Postals Royal Mail, PTT Luxembourg, Swedish Post, Jersey Post, United States Postal Service, Deutsche Bundespost/e-post, Canada Post, Postel, Airlines American, Swiss, Lufthansa, Air France Telco s T-Mobile, Singtel, Maxis, Swisscom, Jazztel Belgacom, Vodafone, Debitel, Orange, Telekom Austria, Bell South, Telefonica Services FDR, Fiserv, EDS, Debis, SEMA Group, Experian, Siemens, Volkswagen, BASF, TSYS, TNT Post, Euromail, RR Donnelley, Xerox, IBM Infoprint
Adaptive Case Management PROCESS UNPREDICTABILITY REDUCE MANPOWER AND AUTOMATE AS MUCH WORK AS POSSIBLE! CRM BPM ADAPTIVE PROCESS ACM Goal driven TURN AS MANY PEOPLE AS POSSIBLE INTO KNOWLEDGE WORKERS! PROCESS COMPLEXITY
Customer Engagement Cycle Retain Attract Manage Care Acquire 5
Customers A single view of your customer Management Partners Sales Administration Service Accounting Operations 6
Elements Of Adaptive Cases CONTRACT POLICY ACTIVITIES TASKS manage memosinvoice docs Legal copy service manage contract CASE/ TASK TEMPLATE manage RULES GOALS ENTITIES SOA manage manage Desktop PORTAL Mobile
Data Input SOA-based Integration Papyrus Adapters MQ-Series Mainframe JES 2/3, CICS XML & File - Adapter SAP Output management (XOM) HTTPs SOAP EMail (SMTP, POP3, SMS) FAX LDAP for Authorization (Active Directory, RACF) Sharepoint CMIS VOIP, Social, REST/Mobile Papyrus TypeManagers DB/2, Oracle, MS-SQL
Straight Through Processing or Human Workflow
Incoming Event Outgoing Response Straight through processing
Business Communication Loop ACCESS CRM POLICY CASE contract Legal copy docs service medicalpolicy CONTRACTS USE ADF ACCESS APPL
Informal Communication Networks HISTORY OF CONTENT WITH EXPERTS AND TOPICS CONTEXT AND AUDIENCE CONNECTING PEOPLE WITH PEOPLE LINKING CONTENT WITH DATA AND PROCESSES memos docs Legal copy service project contract LINKING CONTENT WITH PEOPLE
Adaptive Processes Create modify and securely execute knowledge gathered during run-time / Design by Doing Documents & Business data Exit criteria Entry criteria
Unforseen Events - Changes in the Case are preserved (auditing) adhoc task Entry criteria Exit criteria
Case Team: Viewing active & accomplished tasks
Case Team: Who accepted the task
Natural Language Rules
Knowledge worker needs all information at his fingertips Process information Customer details Tasks Incoming documents Outgoing documents
Papyrus ACM consolidates ECM/BPM/CCM Scanning MFP Input: Fax, Mail, SMS Mobile, Portal.. WebArchive Depot Index Database INBOUND Archiv FileNet, OpenText, Documentum... OUTBOUND Automated Document Assignment Personal Inbox Classification Indexing Categorizer Manual Document Assignment Clearingplace Group Inbox Manual Manual Tasks Tasks Businesssystems Claims Contracts SAP/ERP CASE Automated Tasks Processmanagement Case Management Central Print Document Definition Document Generation Channel Distribution Decentral Print Preview: PDF Mail Fax Papyrus WebRepository Domain Controller Managing Classes, Templates User /rolls and policies
Digital Insurance Policy Case Customer Contact Center
Papyrus Inbound Mail Process Customer Contact Center Account Opening Verification & Correction (manual) Claims Handling 6 7 4 5 Validation (automated ) Distribution (automated & manual case creation) Extraction (index and Process data) Classification (automated & manual) 3 2 Capture Document Factory (sort, rearrange, split, merge) 2 1 Process Monitoring (workload, quality, goal achievement) Acquisition (scan, fax, email, web, mobile, files, social networks)
Integrated Correspondence in CASE
Papyrus Outbound Mail Process Enveloping/inserting, Scan checkpoint Document templates, Building blocks Formatting Split documents, Document pool e-delivery Mobile Re-compose DocEXEC Resources Feedback for reprint, Archiving Data Adapter Resources Customer Contact Business Application Control & Reporting Papyrus Ad-hoc Interactive communication Centrally managed, Business in control
IT in collaboration with the Business Document/Content/Template creation Business Users Letter selection Modification Text entry Data entry View, print Business Administrators Define templates Define parameters Assemble Authorize Repository Library Developers Defíne data interface Define logic Classes Versions Variants
Change Management Document Design and Development Project manager Business Users Release Public Project Production environment Dev & Test Environment Private Project Private Project Private Project Private Project Private Project IT Content Variants Templates Wizards Building Blocks
Central Resource Management
Document Composition from Reusable Elements Document Building Blocks Data Reading Address Text Block Signature Logic Block Text Block Data Collection Prompted Received Queried Data Presentation Fix defined Prompted Document Logic Rules DOCDEF Constraints
Interactive transaction based AFP, PDF and HTML documents Animated Promotions Dynamic table to sort & filter statement data Interactive Form Video + Audio
URL Hyperlinks and QR Barcodes
Papyrus Targeted Messaging Framework Solution
Building block creation and editing
Business defines their own Mailing
Interactive letter writting Desktop and Browser
Letter Writing based on Choices
Letter writing using the Wizard
Tweet sentiment analysis Act quickly avoid waves
Central point of control for distributed users, applications & production Central Management & Deployment
Job & Device Management Single Point of Control
Papyrus Document Pool - bundling PDF, AFP, TIFF Line data, XML, EBCDIC, DJDE, ASCII SAP RDI, XML Print Interactive Correspondence Papyrus Client Papyrus Desktop Papyrus WebPortal Mobile User Papyrus DocEXEC Formatter Fax SMS Email Index Document Pool formatted pages TCP/IP Web Store all output types Postal Optimization Bundling Distribution Envelope Merging OMR and Barcode z/os, UNIX, Windows, Linux Definitions Pool Management Papyrus DocEXEC Pool Management: Panels and programs manage the extraction of pages in any user defined way, including postal optimization logic. PDF TIFF Archive
Papyrus Webportal e-delivery solution Customer Contact Center AFP Tuner, Color to Black & White TransPromo, part of Campaign
Email HTML and PDF
E-delivery e-mail / PDF and AFP Print
SMS Notification e-delivery to mobile
Email-HTML as Output
Management Reports E-Opening Rate Bounce Analysis E-Growth Rate Cycle Monitorig Campaign Click Analysis Report Configuration
Adaptive Case Management at AG Financial/Insurance
Papyrus: Adaptive Prozess Plattform Customers Distributed Nodes with Enterprise Service Bus Business Repository Metadata, Process, Content, GUI, Rules Partners SECURITY Security, Monitoring, Auditing, Reporting LDAP Administration email fax letter SMS print Web email fax letter SMS scan Web Sales Portal Outbound Content Inbound Content Service CRM processes BPM processes ECM processes Operations Accountin g CRM BUSINESS DATA ENTITIES SOA and other adapters ECM ERP SOA MQ BI Archiv Archiv e e Archive Management