Kofax Transform 2013 - The Mailroom is a Competitive Weapon - Kofax & Swiss Post Solutions

Dermot McCauley

VP Solutions Product Marketing, Kofax

Tom Carroll

Services Director, Swiss Post Solutions

The Mailroom is a Competitive Weapon!

Confidential ©Kofax 2013 Confidential ©Kofax 2013

Agenda – Mailroom Automation

Mailroom challenges, trends and current practice

Kofax Mailroom Automation – Creating the Competitive

Weapon

Swiss Post Solutions – Leveraging Kofax Mailroom for

Competitive Advantage

Q&A

2


Mailroom Challenges & Trends

Challenges Common in Mailroom Operation

Mail Processing remains too costly, slow and error-prone

Mail errors impact Line of Business process efficiency &

effectiveness

Visibility into Mailroom Performance is Insufficient

Trends Impacting Mailroom Operation:

Multichannel customer engagement

Expectation of rapid, closed-loop responses to customers

Mobile Megatrend

Transition to Cloud business models

3


What is Needed ? Better Mailroom Automation for Better Customer Engagement

Support multiple touchpoints during a Customer’s lifecycle

Provide highly efficient, multichannel document ingestion

Integrate with Business Processes and Systems

4

New

Account

Opening

Customer

Onboarding

Service

Request Complaint Transaction Renewal Closure

Mailroom

?

Downstream Business Process Downstream Business Process


Typical Digital Mailroom Operation

5

Customers/

Suppliers

Digital Mailroom Channels

Accounting

HR

Customer Service

Capture

& Extract

LOB Apps, Storage,

Processes

Line of Business

Business

Process

Exceptions

Postal Mail

Fax

E-mail

MFP, Web Portal,

Tablet, Mobile

Missing Doc

Incomplete Docs

Incorrect Data

Missing Data

Trailing Docs

MANUAL

PROCESS

Correspondence

/Trailing

Documents

Order

Invoice

Contract


Business

Process

Exceptions

Typical Digital Mailroom – When Issues Occur, Latency Grows

6

Digital Mailroom Channels

Accounting

HR

Customer Service

LOB Apps, Storage,

Processes

Line of Business

Postal Mail

Fax

E-mail

MFP, Web Portal,

Tablet, Mobile

Customers/

Suppliers

Correspondence

/Trailing

Documents

Order

Invoice

Contract

Missing Doc

Incomplete Docs

Incorrect Data

Missing Data

Trailing Docs

MANUAL

PROCESS

Capture

& Extract

When Mail Issues Occur, Impacts Include:

Delayed or lost revenue

Decline in customer satisfaction

Regulatory fines for non-compliance

Loss of productivity, in mailroom and LOB

Kofax Mailroom Automation

7


What Kofax Mailroom Automation provides? Better Visibility & Validation for Better Customer Engagement

1. Add visibility, control and process automation in a multichannel mailroom

2. Extend validation tasks to the Point of Origination

3. Provide more accurate information more quickly to business processes

8

IGO

Mail Validation

(1) Fix Data, or

(2) Request/Submit Trailing Documents

Prepare

Scan

Classify

Extract

Visibility, Control, Process Monitoring

Other

Worker Customer

Mail

Worker

Downstream Business Process

1.

2.

3.

1.

2.

3.

Better Customer Engagement

is Key to

Competitive Differentiation !


Kofax Mailroom Automation – Visibility, Control & Validation

9

Channels

Postal Mail

Fax

E-mail

MFP, Web Portal,

Tablet, Mobile

Accounting

HR

Customer Service

LOB Apps, Storage,

Processes

Line of Business Kofax Mailroom Automation

Email Server Inbox

Capture & Extract

Capture

Classification

Separation

Extraction

Kofax Front

Office Server

Kofax

Communications

Server

Scanner Folder

Monitor & Validate

Mailroom Process Monitoring

Dashboarding

Validation

Automated Exception Handling

Customers/

Suppliers

Correspondence

/Trailing

Documents

Order

Invoice

Contract

Kofax Mailroom Automation provides:

Streamlined IGO and NIGO Processing

More Responsive Customer Engagement

Greater Worker Productivity

Mail Processing Insight, Control & Compliance

Better Decision Making

This is the most important statement in this presentation!


What comprises the Kofax Mailroom Automation Solution

1. A single bundle of software, comprising multiple Kofax

products, licensed as a single bundle

2. An “Application Framework” pre-configured for

common mailroom use cases

3. Standard Statement of Work for Professional Services

10


Kofax Mailroom Solution – Adaptable Dashboards & Flows

11

Batch level Dashboard

Document level Dashboard

Adaptable Mail Processing Workflows


Kofax Mailroom Solution – Adaptable Worker UI’s

12

Document Review, due to Business Rule Failure

Splitting Multi-Action Document Processing

Swiss Post Solutions

Leveraging Kofax for Mailroom Automation

13


Revenue $9.4 B

61,500 Employees

Operates in 25 countries

$150+M Investment in Innovation & CO2 reduction

Global Business Solutions Division of Swiss Post

7,000+ Employees

Revenue $600 M

Founded 1849

MAIL SOLUTIONS

OFFICE SERVICES SOLUTIONS

RECORDS SOLUTIONS

DOCUMENT PROCESSING SOLUTIONS

Swiss Post Solutions

Confidential ©Kofax 2013

15

Managing Information Logistics… The right information at the right place at the right time

SPS Document Processing – What We Need to Offer Our Customers

Document & Information Services

Mobile Capture


Customer Case Study - Challenges

Mail delivered to one static location but staff worked

remotely and they were constantly mobile

Multi-Channel Communication: Typically information

flowed into to the organization via increasing number of

channels:

Email, fax, web form, paper mail, voice, etc.

Increasingly difficult to manage, audit, archive all different

media and formats in a unified manner or place

Client expectation was for faster, more agile, global

response from suppliers

Increasing needs for compliance


The Kofax-Based Solution


Results Summary - Business Speed & Agility Benefits

Letters which currently sit in in trays/offices for

days while recipient is away will be actioned on

day of receipt

Can access letters via Smartphones, Tablets

Letters requiring forwarding, collaboration can be

sent to colleagues/partners immediately

Retrieval of historic/archived letters can be instant

Client requests/queries can be dealt with instantly

Key contractual processes can save several

business days

Questions from the Audience?

Thank you

For further information, please contact:

Dermot McCauley

VP Solutions Product Marketing

Phone: +44 7734 877796

Email: [email protected]

Kofax Transform 2013 - The Mailroom is a Competitive Weapon - Kofax & Swiss Post Solutions

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