Embed Size (px)
Citation preview
ABBYY Europe
Documents for the Digital Age
12.05.015 Mechelen
Dan Wucherpfennig Director Services @ABBYYEnterprise
Input Management from the past
Input Management as of today
Sharepoint
BPM / Workflow
ERP
CRM
ECM
Scan
MFP
Fax
Cloud / Web
Mobile
Today: Input is Output
Sharepoint
BPM / Workflow
ERP
CRM
ECM
Scan
MFP
Fax
Cloud / Web
Mobile
Today: Information is connected
5
HR
FINANCE
OPPS
CUSTOMER
SUPPLY CHAIN
Payroll
Invoice Management
Customer Management
Order Fulfillment
Employee Onboarding
Supplier Management
Procurement
Capital Acquisition
Project Management
Compliance
Contract Management
Product Development & Commercialisation
Performance Management
How can Input Management increase
Customer Experience?
Statements on Customer Service Interactions
0 10 20 30 40 50 60 70 80 90
I F IND MYSELF USING SOCIAL MEDIA FOR CUSTOMER SERVICE
I F IND MYSELF USING ONLINE CHAT FOR CUSTOMER SERVICE
I F IND MYSELF USING MY SMARTPHONE FOR CUSTOMER SERVICE
CUSTOMER SERVICE IS BETTER TODAY THAN IT WAS 5 YEARS AGO
COMPANIES AND BRANDS NEED TO OFFER MORE CUSTOMIZED INTERACTIONS
THE ABIL ITY TO CONTACT VIA DIFFERENT METHODS INCREASES MY SATISFACTION
I EXPECT FAST AND FLEXIBLE REACTION IN CUSTOMER SERVICE
7
Business Challenges
● Challenges in Information Logistics:
● Manual processing of customer communication is slow, costly, and error-prone
● Errors in mail, e-mail processing affecting downstream business process
● Processing time intensive – long response times
● Visibility of incoming mail entering an organisation
● Customer expectations:
● Multi-Channel customer engagement via E-Mail, Paper, Fax, etc.
● Rapid and reliable customer response
● Distributed capture
Paper
EDI
Fax
XML
0% 10 20 30%
34%
13%
11%
11%
6%
Multi-Channel Input
Pentadoc Study 2012
Information Logistics
● Efficient management of the Information Logistics with all stakeholders
● Right information at the right place at the right time
Paper
Mobile
Fax
Web
Automation of an organisations
mailroom to digital
Faster Decision Making
Optimal Decisions Prioritization Consistency
Customer Satisfaction
Responsiveness Quick answers Competitiveness
Increased Efficiency
Easily accssible Cost Reduction Productivity Increase
Information from paper, e-mail, fax, needs to be automatically processed to make the right decision fast, increase customer satisfaction and reduce operating costs
Input Management as a Platform
Document and Data Capture (Data Extraction)
Advanced Classification
Case Management
Solution for Digital
Mailrooms
Solution for Accounts Payable
Vertical Solutions for Healthcare
…
Set
up
& A
dm
inis
trat
ion
Business Automation Overview for Information processes
Document-driven Workflows
Do you have a customer
centric Input Management?
Documents for the Digital Age
Mailroom Automation
Natural Language Processing and Semantics
Document Recognition
Lexicography (Dictionaries)
Natural Language Processing
Transactional Data Capture
Understanding Information, Extracting Value
THANK YOU FOR YOUR ATTENTION Documents for a Digital Age
