Kofax White Paper Capturing Information at the Point of Origination TM Extending the boundaries of information capture to provide a richer customer experience, increase efficiency and reduce costs for a competitive advantage Introduction When document scanning was first introduced it was a highly centralized, specialized activity that required expensive, proprietary, hardware and software. In addition it was a laborintensive process that relied on highly trained operators to perform manual indexing of content, keying in document metadata for use in document archiving. Over the years document scanners have transitioned from being expensive and highly specialized and have found their way into all manner of devices, such as multifunction peripherals (MFPs) and network scanners. Industry analyst IDC projects over 2.3 million scan enabled MFPs will be shipped in 2012 alone 1. Low cost desktop and network scanners let front office workers capture content to local file systems or Microsoft SharePoint, and MFPs can scan and email documents to anyone inside, or outside the organization, opening capture to a new audience of user. There have also been major advancements in the technology for extracting information from documents (automated systems often exceed human accuracy), lessening the need for specialized scan and keystroke operators. 1 U.S. Scan-Enabled MFP and Document Capture Software 2010-2014 Forecast, IDC, March 2010
White Paper Capturing Information at the Point of Origination TM Page 2 The decentralization of document capture to knowledge workers in branch offices, along with the utilization of fax gateways and email of digitized content has made capture more efficient. However these devices and systems often aren t linked together as part of a cohesive enterprise capture strategy and rarely interface directly with the core business systems that should be recipients of the information they capture. They do not deliver an optimal customer experience and present serious security challenges. But worst of all, they are captive to the network and unable to extend capture out to the point of origination where documents are first created and where the business process actually begins until now. Placing this technology in the hands of a much broader audience provides an excellent opportunity to expand document capture to those individuals directly responsible for the creation of the content itself. From the employees who receive the content from customers, to suppliers, business partners and even in the hands of the end-user customers themselves. This increases efficiency, lowers risk, and reduces your overall cost of doing business. This is what Capture at the Point of Origination delivers. What is Capture at the Point of Origination? There are compelling business drivers that underpin the move towards capturing information at the outermost reaches of the business process whether that is at a remote branch office, a retail service counter, on the road, or in your customers living room. Most processes that lend themselves well to capture at the Point of Origination are revenue generating processes, and you find them across all industries. Capture at the Point of Origination is simply the process of capturing paper and electronic content where it s generated, as early in the business process as possible. According to IDC, the time employees waste searching for information can cost up to $12,000 per employee per year! 2 The sooner the information is captured and we delivered to the business process, the more efficient that process, and employees become. This can be accomplished using a variety of devices (portable scanners, MFPs, internet portals, or smartphones and tablet devices) and can be done inside or outside the corporate firewall in a secure fashion. This completely untethers capture and allows you to extend the business processes to the farthest reaches of the globe. Capturing documents at the Point Of Origination delivers significant business benefits: Improves customer experience by providing customers the ability to capture documents directly, it dramatically simplifies the effort required for customers to provide the documentation required to initiate, or complete a business transaction Improves accuracy direct control of the original source documents at the Point of Origination ensures accuracy, lowers risk, and optimizes data extraction and validation Improved process performance capturing documents directly into to the process as early as possible ensures the process is initiated synchronously while minimizing or eliminating process latency Reduces cost leveraging the customer s own hardware to capture documents reduces the cost of the capture process in a scalable manner 2 Managing Documents for Success in the New Business Information Paradigm IDC, October, 2010
White Paper Capturing Information at the Point of Origination TM Page 3 The Business Case The increased utilization of the Internet as a means of conducting business in recent years has been closely following by the rapid rise in popularity of consumer oriented MFPs, smartphones and tablets. Almost 80 million tablets are slated to be sold in 2012 3 and in Q4 2010 smartphone sales surpassed PC sales for the first time 4. Consumers are embracing internet and mobile technologically faster than ever, and have an expectation on corporate America to embrace it at the same pace. Employees expect the same level of immediate information access inside and outside the corporate firewall, from their employers, their service providers and vendors. A recent survey 5 identifies that the largest segment of e-banking users are identified as Gen-Y, who represent both a highly priced demographic and customers that are more likely to switch their allegiance to other service providers due to their inherent lack of longstanding relationships with the organization with which they currently do business. The ability to offer a customer experience that further leverages their preferred channel of interaction represents an opportunity to target and acquire new customers in this lucrative demographic. And this expectation is not limited to just ebanking, it s crossing all industries. Sample use cases for Point of Origination capture include: Mobile Mortgage Each year, Kofax processes billions of mortgage-related documents. By extending information capture out to the mobile device, financial services companies can leverage a smartphone or tablet device to capture mortgage documents necessary to complete a transaction or application directly at the client s location. By supporting mobile devices, the brokers are able to capture and submit documents instantaneously, from virtually anywhere, at the Point of Origination. More importantly, these mobile brokers are able to perform their jobs more effectively since they no longer have the burden of powering up a laptop and scanner and connecting the peripherals together in front of a customer. If the customer chooses to visit their local branch office to initiate the process, the customer service representative at the branch can simply walk up to the banks MFP, insert the documents, and hit the button for Mortgage Docs to submit them into the capture process. No special training is required. Should the customer need to submit additional documentation later in the process, they can log into the bank s Customer Self Service portal to scan the document at home and submit it into the process themselves. Kofax Point of Origination capture leverages assets currently utilized by the mobile worker, the customer service rep, and the customer and connects them securely to existing processes already in production in the bank. This not only accelerates the processes and reduces latency (sometimes from weeks to minutes), but also provides a greater level of control and customer service. Insurance Claims An insurance adjuster working in the field can now leverage their mobile device to capture claims information at the customer location or even an accident site. In additional to the original claim form, this may include capturing documents and photos in support of processing a claim. By initiating the process at the customer location, the process is accelerated and the time spent waiting for documents to be shipped or scanned is dramatically reduced. 3 Bill Shope, Goldman Sachs Research Note, Dec. 2010 4 Worldwide Quarterly Mobile Phone Tracker, IDC Feb, 2011 5 Making The Case For Mobile Banking Ron Shelvin, Aite Group April 2011
White Paper Capturing Information at the Point of Origination TM Page 4 Figure 1- Kofax Point of Origination Capture uses the Cloud to Deliver Advanced Document Capture to Mobile Devices Everything is handled on a single device, from capture and indexing of documents and photographs for the claim, to the initiation of the back end business process, with complete chain of custody intact. Content is quickly available and traceable throughout the system. Transportation and Logistics Transportation is a government-regulated industry in many countries around the world. Truck and delivery drivers need to provide proof of delivery, capture bills of lading, and provide personal records on demand. Many times the billing process cannot begin until the proof of delivery or bills of lading are captured. Without this, a driver can be idled until documentation is provided. Point of Origination capture enables truck and delivery drivers to easily and effectively capture these time sensitive and critical documents at the customer location and submit them wirelessly to corporate systems for the storage, tracking and billing processes. Documents are captured earlier, which is extremely beneficial in the case of customs declarations for international shipments, as planes cannot take off until this information has been captured and provided electronically to the necessary government agencies. Logistics companies that need to capture millions of pages each day within a very short window of time can now enable the drivers to initiate the capture process from the field, at the customer location or in the cab of their truck.
White Paper Capturing Information at the Point of Origination TM Page 5 Kofax Point of Origination Capture Solution Kofax has extended the footprint of information capture, by taking its industry leading capture platform beyond the firewall, into the cloud and out to the content, rather than forcing you to bring the content to the capture platform. Kofax provides a variety of methods for capturing information at the Point of Origination that all work together to feed content through a common set of business rules for document processing, classification, and data extraction. Mobile Capture Kofax Mobile Capture uses the built-in camera of a smartphone or tablet to initiate business processes with the all the necessary documents attached right from the start. In addition the Kofax Mobile Capture SDK provides the capabilities to build and deploy custom mobile capture applications. The incorporation of Kofax s industry leading VirtualRescan (VRS) image perfection technology ensures that the resulting images are not merely photographs of documents, but accurate, valuable business assets with the same quality as a dedicated document scanner. VRS is able to effectively resolve concerns related to camera angle, illumination, warping, and blur. VRS communicates with the user and provides them feedback as to the quality of the image before the document is submitted to the back end system or process. Solutions that lack the advanced image processing capabilities of VRS are forced to rely on costly manual processes to correct recognition and classification errors, negating the financial benefit of mobile information capture. Azure platform.obtaining optimum image quality is vital to the accurate, timely, and cost-effective extraction of information from the document that is required to maximize process performance. Web-based Capture Kofax DotImage Enterprise provides a toolkit for creating or expanding web-based applications to add document scanning and viewing/annotation. DotImage Enterprise utilizes the existing scanner attached to the computer that is the web browser. Its comprehensive capabilities leverage the existing scanner drivers resident on the computer and provide the ability to embed additional functionality including the viewing, annotation and selective redaction of the information contained within the documents scanned, all with no complex software installation. By enabling companies to capture information at this Point of Origination, Kofax minimizes the latency caused by the time necessary to receive process related documents. This helps organizations to be more responsive to customer needs, delivering a high level of business performance and minimizing operational costs. The benefits of DotImage Enterprise extend to any processes where the originators of documents are geographically dispersed such as: Government (benefits eligibility, permit applications, property tax assessments, etc.) Insurance (policy application and renewal, policy claims, etc...) Applications for employment, background screenings, identity/residence verification Financial Services (loan applications, new account openings, etc.), and many more VRS can run directly on the device and on Kofax Mobile Services hosted in the cloud on the Microsoft
White Paper Capturing Information at the Point of Origination TM Page 6 Front Office Automation Kofax Front Office Server enables customer-facing employees to trigger back office business processes directly from familiar, front office equipment such as multi-function devices and desktop scanners. Employees start processes with a few clicks at the panel of a multi-function device or via a browser-based thin client scan application. Shortcuts in the user interface encapsulate all the business rules for the underlying capture process, significantly reducing the learning curve. Employees simply push the right button on the panel to initiate the capture process. Time spent shuffling, tracking, and filing that paper is replaced by customer facing activities. Kofax front office automation solutions enable organizations to: Speed business processes by capturing documents in the front office, or from any branch office where they originate, and quickly deliver them to the systems that automate business processes Empower front office employees to scan documents without training and leverage additional functionality to improve user efficiency Improve compliance efforts by tracking chain of custody from the point where a document enters a workflow to the final disposition in a back-office application Easily deploy a front office based document capture and routing system with centralized management Summary Kofax solutions push the boundaries of information capture to the Point of Origination leveraging the proven reliability, scalability, and advanced functionality of the industry leading Kofax Capture family of products. Capturing information at the Point of Origination provides significant enhancements to customer experience while simultaneously improving accuracy, speeding processes, increasing, performance and reducing operating expenses all for a greater competitive advantage. About Kofax Kofax plc (LSE: KFX) is a leading provider of capture enabled business process management solutions. For 25 years, Kofax has provided award winning solutions that manage the capture and streamline the flow of business critical information throughout an organization in a more accurate, timely and cost effective manner. These solutions provide a rapid return on investment to thousands of customers in banking, insurance, government, business process outsourcing and other markets. Kofax delivers these solutions through its own sales and service organizations, and a global network of more than 800 authorized partners in more than 70 countries throughout the Americas, EMEA and Asia Pacific. For more information, visit www.kofax.com. Standardize on a single-vendor for document capture, collaboration and routing Extend existing Kofax Capture workflows directly to the front office user 2012 Kofax, Inc. All rights reserved. Kofax, and the Kofax logo, are trademarks or registered trademarks of Kofax, Inc. in the U.S. and other countries. Other names may be trademarks or registered trademarks of their respective owners. (02.2012)