DOCUMENT Strategy Summer 2018

DOCUMENTmedia.com | summer.18

HOW TO BUILD AN

BLOCKCHAIN, AI CLOUD 3 TECHNOLOGIES THAT DOMINATED DSF ’18

BY RICHARD ROSEN PAGE 16

2018-19 The Annual List

HOT CX SOLUTION Page 26 COMPANIES

RPA CENTER

OF EXCELLENCE CAPTURE 2.0 CLOUD SERVICES HAVE ARRIVED

Napersoft CCM is designed to handle all of your needs!

HOW DO YOU FIND OUT MORE? www.napersoft.com Let’s Discuss USA: 1-800-380-1000 Int’l: 1-630-420-1515

Request A Demo

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TABLE OF CONTENTS volume 25 issue 2 | Summer.18 | DOCUMENTmedia.com

FEATURES 10

Your Records Program Can Impact the Bottom Line How to prove the value of records and information management

12

By Cindy Zuvich

12

Avoid These Social Media Fails

How analytics feed consistent messaging across the customer journey

By Scott Kendrick

14

Do We Understand Information Governance?

Why it might be time to take our blinders off

14

By Marko Sillanpaa

16

Blockchain, AI & Cloud

3 technologies that dominated DSF ’18

By Richard Rosen

20

How to Build an RPA Center of Excellence Drive business outcomes—not just technology

By Russ Gould

22

The Birth of Capture 2.0 Cloud Services

Embracing automated business processes in the digital world

16

By Mike Spang

24

In the Trenches with the GDPR

3 early challenges from the market

By Jeff Sanchez

20

DEPARTMENTS 06 07 08

Letter from the Editor What’s New #Trending on Social

08 09 42

Masthead Contributors Think About It!

SPONSORED CONTENT 26

ANNUAL LIST: 2018-19 HOT Companies in

Customer Experience Make sure you know more about the companies that are behind the industry’s products and services! Here’s our annual look at some of the movers and shakers that can help you develop, produce, and deliver better customer experiences.

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LETTER FROM THE EDITOR

This Will

Change Everything

In this digital age, the “document” has seemingly gone out of style. So, where does that leave the document management industry? Like so many, we’re in a state of transformation, but the discussions we have about disruptive technology too often focus on the importance of so-called labels rather than the business outcomes we’re trying to achieve. Whether you’re talking about documents, content, or applications, we should ask ourselves if we’re simply applying digital technologies to traditional business processes or if we’re truly changing the concept of how we serve our customers.

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Forrester Senior Analyst Jacob Morgan says that “firms must digitize the heart of their business, driving agility and flexibility to the core.” This is real digital transformation, where “new digital business capabilities help to deliver customer outcomes in entirely new ways,” adds Forrester Vice President Nigel Fenwick.

Technologies, like blockchain, artificial intelligence (AI), and the cloud, are paving the way for organizations to enable these changes faster and more effectively than ever before. At our annual event in Boston, Technology Futurist Ian Kahn predicted that these combined technologies alone will save companies $50 billion by 2021.

Yet, the nexus of old and new is creating an interesting dynamic within the enterprise. Automation is great, but if we can’t identify what makes content important and how it fits into the business process, the value of these technologies will rapidly disappear. Perhaps, this is why we see organizations investing in opposite parts of the spectrum.

According to AIIM Chief Evangelist John Mancini, companies are “doubling down” on existing content investments (such as cloud content management, records management, and business process management) while simultaneously investing in emerging priorities (like automated data recognition, AI/content analytics, and metadata and taxonomy management).

We’ve come a long way from the days where we only looked to systems to “store” our content (some more than others), but the document management industry is fighting to remain relevant in this continually disruptive environment, where your market competitiveness is only as good as the next innovation. So, where does our content fit in with the necessary digital building blocks? “More and more, content will be where business is conducted, which is increasingly in lead applications” says Fred Saas, Senior Director of Product Marketing of ECM at OpenText. It is where users actually work that automation technologies can be applied to deliver new intelligence in how we conduct business.

It seems fitting that this issue features our annual list of HOT Companies in Customer Experience. Many of these profiled companies (starting on page 28) will help to accelerate your digital transformation journeys. However, it’s important to visualize what you’re transforming into.

If you’re not creating totally new ways of thinking, then we’re just slapping the term “transformation” on what we’ve always done—and what good is that?

Until next time,

ALLISON LLOYD EDITOR-IN-CHIEF

What’s New Catch up on all the news, opinions, and featured articles that caught our eye on documentmedia.com.

Robotic Process Automation: A Look at the Evolving Task Automation Marketplace

Robotic process automation (RPA) software is an important and evolving technology category that organizations should consider as part of an overall process transformation initiative. https://documentmedia.com/ article-2827-Robotic-Process-Automation-A-Look-at-the-Evolving-Task-Automation-Marketplace.html

Smart Communications Builds on Momentum, Appoints James Brown as CEO

Smart Communications has appointed James Brown as Chief Executive Officer (CEO).

Mr. Brown brings with him considerable knowledge leading software as a service (SaaS) organizations in highly regulated industries. https://documentmedia. com/article-2816-SmartCommunications-Builds-onMomentum-Appoints-JamesBrown-as-CEO.html

GDPR Is Here: Is Your Paper-Based Data Ready?

The European Union’s General Data Protection Regulation (GDPR) is finally here. The GDPR has proven to be a very complex piece of legislation with ramifications reaching into some unexpected, far-reaching areas of the enterprise. https://documentmedia. com/article-2812-GDPR-IsHere-Is-Your-Paper-Based-Data-Ready.html

Kofax, Digital Banking Trends See Rise in RPA in Financial Services Market Kofax and Digital Banking Trends have teamed up to issue the 2018 Financial Services Industry Survey Report, which focuses on how financial institutions can adhere to and streamline compliance needs as part of the customer onboarding process. https://documentmedia. com/article-2814-KofaxDigital-Banking-Trends-SeeRise-in-RPA-in-FinancialServices-Market.html

During Enterprise World 2018, OpenText revealed exciting news on its customer communications management (CCM) capabilities. https://documentmedia.com/article-2824-OpenText-Enterprise-World-2018-The-Latest-Customer-Communications-Updates.html

Ephesoft Zeros in on Intelligent Document Capture at Microsoft Inspire 2018

Ephesoft announced the release of Swagger/OpenAPI-web services for Ephesoft Transact, the company’s document capture and data extraction solution. Billed as a developer-friendly smart capture integration, the new offering was demonstrated at the Microsoft Inspire 2018 partner conference. https://documentmedia.com/article-2823-Ephesoft-Zeros-in-on-Intelligent-Document-Capture-at-Microsoft-Inspire-2018.html

Microsoft Takes on Slack, Offers Free Version of Microsoft Teams Microsoft announced a new free version of Microsoft Teams. Rumors of a free tier have been circulating for months, and this latest announcement will no doubt help Microsoft better position itself and Office 365 against other collaboration tools like Slack and Cisco Spark. https://documentmedia.com/article-2822-Microsoft-Takes-onSlack-Offers-Free-Version-of-Microsoft-Teams.html

DOCUMENTmedia.com summer.2018

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#TRENDING ON SOCIAL @DOCUMENTmedia | DOCUMENTmedia.com

TOP TWEET Cloud-Native Is Changing the ECM Game, and Nuxeo’s Chris McLaughlin Is Leading the Charge https://documentmedia. com/article-2828Cloud-Native-Is-Changing-the-ECM-Gameand-Nuxeos-Chris-McLaughlin-Is-Leadingthe-Charge.html

MOST SHARED ON FACEBOOK

What Is Office 365?

READ https://documentmedia.com/article-2792-What-Is-Office-365.html HERE

#TOPREAD ON WEB

WANT TO BE FEATURED? Share your thoughts, send a picture, or share a quote on our social media profiles!

OpenText Is Serious About the Digital Business: Here’s Why That Matters READ HERE https://documentmedia.com/article-2815-OpenText-Is-SeriousAbout-the-Digital-Business-Heres-Why-That-Matters.html

TOP LINKEDIN POST

Quadient Brings Omni-Channel Dominance to the

READ Digital Experience with Inspire R12 HERE https://documentmedia.com/article-2825-Quadient-Brings-Omni-

Channel-Dominance-to-the-Digital-Experience-with-Inspire-R12.html 8

summer.2018 DOCUMENTmedia.com

president Chad Griepentrog publisher Ken Waddell editor Allison Lloyd [ allison.l@rbpub.com ] contributing editor Amanda Armendariz contributors Russ Gould, Scott Kendrick, Richard Rosen, Jeff Sanchez, Marko Sillanpaa, Mike Spang, Cindy Zuvich advertising Ken Waddell [ ken.w@rbpub.com ] (o) 608.442.5064 (m) 608.235.2212 audience development manager Rachel Chapman [ rachel@rbpub.com ] creative director Kelli Cooke

PO BOX 259098 Madison WI 53725-9098 p: 608-241-8777 f: 608-241-8666 email: customerservice@rbpub.com DOCUMENT Strategy Media (ISSN 1081-4078) is published on a daily basis via its online portal and produces special print editions

by RB Publishing Inc., 2901 International Lane, Madison, WI 53704-3128. All material in this magazine is copyrighted © 2018

by RB Publishing Inc. All rights reserved. Nothing may be reproduced in whole or in part without written permission from the publisher. Any correspondence sent to DOCUMENT Strategy Media, RB Publishing Inc., or its staff becomes the property of RB Publishing Inc. The articles in this magazine represent the views of the authors and not those of RB Publishing Inc. or DOCUMENT Strategy Media. RB Publishing Inc. and/or DOCUMENT Strategy Media expressly disclaim any liability for the products or services sold or otherwise endorsed by advertisers or authors included in this magazine.

SUBSCRIPTIONS: DOCUMENT Strategy Media is the essential publication for executives, directors, and managers involved in the core areas of Communications, Enterprise Content Management, and Information Management strategies. Free to qualified recipients; subscribe at documentmedia.com/subscribe.

REPRINTS: For high-quality reprints, please contact our exclusive reprint provider, ReprintPros, 949-702-5390, www.ReprintPros.com.

CONTRIBUTORS Richard Rosen Founder, The RH Rosen Group Mr. Rosen works with clients to reduce costs and improve cash flow through paper reduction and process improvements.

Prior to forming The RH Rosen Group, he held leadership roles at Neopost, Hasler, and Pitney Bowes in the areas of product marketing and strategic management. He holds both a BS and MS in Engineering from Brown University and an MBA in Finance from the Columbia School of Business.

Mike Spang Jeff Sanchez Managing Director, Security and Privacy Practice, Protiviti Mr. Sanchez has extensive experience in sectors such as consumer products, retail, and hospitality. As a world leader in Protiviti’s Security and Privacy practice, he has worked with a wide variety of companies on implementing strategies and best practices for meeting compliance and privacy regulations. For the past eight years, he has focused on information security and privacy and remediation consulting and has conducted numerous technical training courses in network security, PCI compliance, and privacy.

Prior to joining Protiviti, he spent 10 years with Arthur Andersen’s technology risk consulting practice.

Vice President of Research, Harvey Spencer Associates (HSA) Mr. Spang has two decades of experience in content capture as well as a background in digital imaging and the healthcare industry. Through his research at HSA, he assists clients in gaining a deeper understanding of how capture and content services can be best applied to business process workflows. Prior to joining HSA, he was a Business Research Director for the Eastman Kodak Company and a Marketing Manager for Business Services at Johnson & Johnson.

ARE YOUR COLLEAGUES There are undoubtedly people in your organization who need this information as much as you do. So if they are not already a subscriber,have them sign up for a FREE subscription today!

documentmedia.com/subscribe DOCUMENTmedia.com summer.2018

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By Cindy Zuvich

L IN E 10

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How to prove the value of records and information management

T

he business benefits of a records and information management (RIM) program are often overshadowed by the needs of compliance and litigation within the organization. Once these obligations are met, companies often give little thought to other potential benefits that the RIM program can offer. Although not easily recognized, these benefits can actually contribute to improving the organization’s bottom line.

While some of the business benefits may be apparent, justifying the cost of optimizing a RIM program may be difficult.

One of the main challenges in tying records management to the company’s bottom line is the inability to quantify the return on investment in hard costs and cost savings. At its core, records management is seen as an operational expense line item that can only improve the bottom line by reducing expenses. Additionally, any cost savings gained are generally realized through cost avoidance, which is not a tangible

amount that can be applied to an existing expense line item. These savings are typically not recognized until the cost is incurred through an unfortunate event.

Organizations must appreciate the need for business owners to have the necessary information for running the business and keeping certain records for compliance and litigation reasons. Too often, business owners are at odds with their legal counterparts: Business owners want to keep as much information as they can, while legal wants to get rid of as much information as they can. To strike a balance, records management often becomes the mediator between these two conflicting interests. A simple way to weigh the balance between them is to look at the organization’s mission statement. All activities or resources should align with it, including records and information management. Next, assess whether the purpose of retaining or disposing of information aligns with any of the business benefits discussed below (Does it provide a competitive edge? Is it necessary for a critical decision? Does

it improve productivity and increase efficiency? Does it provide a cost savings?).

Organizations exist to serve a purpose—its mission. Proper retention or disposition of records are not generally viewed as necessary to serving this mission. However, it makes sense that any organizational function should directly or indirectly contribute to the goals of the organization. Otherwise, it would be superfluous to the company itself. Any potential benefits of the RIM program should be justified by evaluating and meeting the four basic needs of the organization, including competition, decision making, productivity and efficiency, and cost savings. O

CINDY ZUVICH is an information governance and records management consultant for over 23 years. She has published articles and is a speaker at professional events, a member of ARMA and AIIM, and serves on the board of ARMA Metro New York City Chapter. Contact her at cindy.zuvich@unigrated.com.

T H E 4 B U S I N E S S B E N E F I T S O F A R I M P R O G R AM COMPETITIVE EDGE Organizations today use data and analytics to gain business intelligence about their competitors. Antiquated data systems and processes for managing records and information may slow down this ability to recognize and react in a timely manner to changing trends and customer demands.

EFFECTIVE DECISION MAKING More than ever, having the right information to make sound business

decisions is critical. For example, historical financial data may be necessary to make buy-sell decisions, set budgets, project sales, make changes in the work force, and other decisions that may affect the bottom line.

IMPROVING PRODUCTIVITY AND INCREASING EFFICIENCY Too often, employees can spend

hours looking for information and documents that may or may not exist. If records are properly managed, employees can find what they need without wasting valuable time that can be spent on more productive tasks.

COST SAVINGS Likewise, if these efficiencies can help to reduce the cost of production or increase output,

this could also impact the bottom line. By reducing the volume of records, other associated costs, such as paper or storage for electronic records, could be reduced as well.

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DO WE UNDERSTAND

INFORMATION GOVERNANCE Why it might be time to take our blinders off

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By Marko Sillanpaa

I

nformation governance is not a rebranding of records management. It is so much more than that. Yet, some information professionals seem to be locked into a terminology debate that’s focused on just one technology used to manage one type of information. While we to talk about whether enterprise content management (ECM) and content services matter, we are overlooking the emerging silos of information inside the enterprise.

The fact is that electronic documents are managed by solutions other than ECM or document management systems (DMS). Today, documents are stored within specific line of business systems, which manage both the data and the documents for a particular business process. Often, these systems support only the minimum requirements for content services. They also ignore even the most standard information governance components, like records management, which are common in ECM systems.

Many enterprise resource planning, customer relationship management, contract lifecycle management (CLM), and employee onboarding solutions have no retention, legal hold, or disposition capabilities. The vital business documents in these systems would certainly have retention requirements if they were stored in an ECM or records management solution. Yet, the needs surrounding information governance are ignored in these line of business solutions.

Business-to-business contracts, along with employee documents, are probably the best examples of documents that should be addressed with an information governance policy. So, why do organizations commonly ignore this requirement when choosing systems to manage these types of documents?

Information governance grew out of records management, and some still view this term as a simple rebranding mechanism. However, information governance is more than just records management, and it’s also more than just documents. Since information of

required it for emails. Yet, shouldn’t there be information governance policies around all data? What about social media and the Internet of things? An organization needs to govern every piece of information it touches.

It’s important to remember that technology is a tool of information governance—not the focus.

Your information should be the focus. Information professionals need to address all the sources and types of information that exist in an organization. It doesn’t matter if a contract is stored in an ECM, DMS, or CLM system. What matters is that a contract is an important piece of information and should be governed.

By focusing on a particular technology, we can miss a critical collection of information, and that’s not a professional way to look at information. O

“Information governance is more than just records management, and it’s also more than just documents.” any type can be a record, it should be addressed with information governance.

The General Data Protection Regulation (GDPR) has shown us that data needs to be managed within an information governance policy. How we store, share, and dispose of data is a key concept of information governance. As a result, the GDPR has forced organizations to create information governance policies around personal data in the same way that the Sarbanes-Oxley Act

MARKO SILLANPAA is Co-Founder of the blog Big Men On Content and the Founder of BMO Consulting. He has been working in ECM for over 18 years for vendors like Documentum, EMC, Hyland, and SDL Trados and systems integrators like CSC and Accenture. Follow him on Twitter @MSillanpaaBMOC.

DOCUMENTmedia.com summer.2018

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By Richard Rosen

BLOCKCHAIN, AI CLOUD 3 technologies that dominated DSF ’18

The DOCUMENT Strategy Forum (DSF) just keeps getting better every year. In Boston, the energy was apparent at the event, the vendor exhibits had some new faces, and we heard about some future technologies that will affect back-office operations in a big way. This year, three major themes flowed throughout the conference: blockchain, artificial intelligence (AI), and cloud.

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Kicking off the event, Technology Futurist Ian Kahn predicted that these three combined technologies will save $50 billion by 2021. Even if it takes a little longer than that, it’s still pretty impressive. No matter where you look, these technology themes are everywhere. While blockchain only appeared in a couple of sessions at DSF, it’s in the news nearly every day. In fact, major companies are investing big in blockchain—and it’s a lot more than Bitcoin.

The emergence of AI and robots in the enterprise allows organizations to

THE 3 BIG TECHNOLOGIES BLOCKCHAIN This technology will create more change by 2020 than the accounting world has seen in 500 years. Blockchain provides a permanent, immutable way to prove that documents and data are true and accurate. No manipulation of records will be allowed.

ARTIFICIAL INTELLIGENCE AI may be the driver for the fifth industrial revolution. Author and Technology Futurist Ian Kahn forecasts that by 2045, the “Point of Singularity” (when computers will exceed the human brain) will arrive. Today, AI is used widely within high-tech services (Facebook, Netflix, and Amazon) and in modern business solutions (IBM’s Watson). Just around the corner, there will be artificial narrow intelligence for repetitive tasks, artificial general intelligence that will be equal to human tasks, and artificial super intelligence when AI will be smarter than humans.

CLOUD We heard a lot about moving to the cloud.

Certainly, the cloud is widely accepted and has many benefits over on-premises solutions.

automate their manual data entry processes, therefore, increasing accuracy, lessening employee fatigue, and enabling predictive analytics—perhaps better than humans. Records will have structure, but the metadata attached to them allows us to retrieve what is needed (even unstructured information) through business processes.

One application for AI is robotic process automation (RPA) to automate repetitive tasks in organizations. At the conference, there was good advice shared by several business users on

how to best implement RPA in the real world. During a panel discussion, they provided some best practices to consider for your RPA project: First, the panelists recommended focusing on specific repetitive tasks rather than trying to do too much at once. When you’re first embarking on your project, it’s important to begin with a process that is well understood (such as accounts payable and accounts receivable management). Second, they advised attendees to take baby steps when implementing their RPA projects

to achieve quick wins (such as starting with internal projects and saving customer-facing work for later). It might also be a good idea to stay away from applications that interface with the web, as these are often prone to change.

Finally, the panel pointed to multi-skill bots and attended or unattended bots to increase customer service, avoid cost, replace full-time employees, and reduce processing time.

Throughout the three-day event, attendees heard the same question over and over: Does your current digital DOCUMENTmedia.com summer.2018

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strategy improve the customer experience, or is it really benefiting the company more than the customer? In one packed session, Broadridge Chief Digital Officer Paul Krugman reported that people still spend three to five minutes reading their printed statements. On the flip side, companies spend millions of dollars on their web portals, with few customers actually visiting them. For paperless strategies

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to work, the digital experience must be as good as—or better than—the paper experience. These are critical points that many executive teams don’t understand or want to hear.

The risk of digital migration is that companies lose the chance for regular (low-cost) opportunities to engage with their customers when they attempt to drive them to their portals. Companies need to build the experience around

what customers want and then push this data to them. For example, Nancy Green, Assistant Vice President of Customer Communications at MetLife, told fellow conference goers that it’s important to recognize that some documents are more acceptable in digital formats than others.

With 146,000 different documents (and mailing 140 million packages per year), the MetLife team spends a lot of time on testing to improve their documents and continually measures their progress with focus groups, surveys, and their Net Promoter Score. Do you?

The third theme we heard a lot about at the DSF was the cloud. According to Bob Dunfee, Vice President at Smart Communications, moving to omni-channel communications can raise your retention rates from 33% to 89%. If true,

then omni-channel communications should make every company’s investment short list. Increasingly, the cloud facilitates these user-friendly communications. Furthermore, moving to the cloud requires less information technology (IT) resources, has zero footprint, requires no hardware or third-party licenses, and is quicker to implement.

However, Doculabs Vice President and Practice Leader Joe Shepley cautioned that many business processes remain siloed and need to be connected for collaboration to occur. Too often, print and digital are thought of as silos.

Instead, they need to be complementary and part of the comprehensive strategy with meaningful messages. Think about the digital welcoming experience and the relationship with the customer—not

the transaction or content preferences.

In his keynote address, Mr. Shepley advised attendees to make their content relevant, think “Digital First,” and to focus on the message, not the channel.

Today, the top use cases for cloud are records management, onboarding processes, general document management, and linking enterprise content management (ECM) to core systems internally and externally.

So, where is the line between AI, bots, and RPA? Perhaps no one knows, but certainly, they are here to stay and will have a greater and greater impact on how we collect, store, and use data.

Closing out the conference, Gartner Research Director Karen Hobert left the audience with some eye-opening stats: four percent of companies have

deployed AI, 21% are piloting programs or will be shortly, and 25% have plans for the medium term. To drive the point home, 50% of chief information officers say that AI is one of their top five investments.

Companies that implement these technologies with the customer in mind will be the ultimate winners in customer satisfaction, cost reduction, and competitive advantage. See you in Anaheim in 2019! O

RICHARD ROSEN is the Chief Executive Officer of The RH Rosen Group. The RH Rosen Group works with clients to reduce costs and improve cash flow through paper reduction and process improvements. Contact him at RichR@RHRosenGroup.com.

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HOW TO BUILD AN RPA CENTER OF EXCELLENCE

Drive business outcomes— not just technology

By Russ Gould

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6 STEPS

TO CREATING AN RPA COE

P

rocess automation is experiencing a renaissance. It’s no longer a “nice to have” technology but a competitive necessity. It doesn’t matter what you call it these days, because the goal remains the same: harnessing the power of digital to elevate the customer journey and to drive end-to-end business outcomes. Today, robotic process automation (RPA) is playing an important role in achieving that objective. As initial RPA deployments prove to be effective, companies must define strategies for expanding this value across the enterprise. Establishing an RPA Center of Excellence (CoE) is an ideal approach for such an effort, since it drives business or customer-valued results around specific focus areas.

While CoEs are typically designed to build competence around technology, such as RPA, the CoE itself should not be just about the technology. Remember, the most critical objective of the CoE is to ensure and drive ideal business outcomes. It may be better to organize your CoE around specific business objectives, such as improved customer experience or operational excellence (e.g., reducing order-to-cash cycle time).

However, be aware that challenges may arise if your CoE is focused on a technology that is very complementary to another (e.g., RPA and business process management technologies). These CoEs may compete for projects, taking on assignments that are unnatural for their specific technology charter.

For example, do you really want the RPA CoE grabbing projects that involve long-running process work and task management as well as numerous (different) human interactions with many handoffs and queues? This may be best led with BPM software. This particular area will need to be addressed when establishing your CoE.

While a CoE can guide an organization to build, sustain, scale, and embed RPA in every part of the business, there are “simple” questions that often create roadblocks: Where is RPA best anchored in the enterprise structure? Who owns it? Who leads it? What is involved? How many people are needed? What expertise is required? How long will this take, and what is an ideal budget?

It’s important to evaluate these internal challenges. The CoE’s charter is the framework for evaluating proposed processes and then fosters the skills, methods, tools, and technologies to most effectively implement RPA. With a standardized approach to how each process improvement is evaluated, the practice of assessment itself becomes more ingrained in the fabric of the enterprise culture.

It’s worth noting that the CoE cannot ignore organizational politics and culture in making these decisions. Clear roles and responsibilities must be addressed up front and across a range of stakeholders from the business and information technology (IT). For example, different groups within IT may need to be involved as they are responsible for vastly different applications. As CoE participants, they will offer remarkably different insights from one another.

Today’s enterprise needs and expects even more value from its information technology architecture, and RPA can deliver that value. Embracing automation from an end-to-end process perspective will drive even greater results.

To maximize such business value, focus your RPA CoE on important business outcomes—not just the technology. O

RUSS GOULD regularly advises organizations on how business process management and RPA work together to create a smart approach to digital transformation. Contact Russ at russ.gould@ kofax.com or follow him on Twitter @rjgould2.

1

BUILD SOME ROBOTS FIRST Before you even establish your CoE, it’s important to learn the technology first. Your organization probably doesn’t have much RPA experience and may be confused by unrealistic claims made by some solutions out there.

2

FOCUS YOUR COE ON BUSINESS OUTCOMES Automation must support your overall strategy, and intelligent process automation involves leveraging a variety of technologies, such as BPM, robotics, analytics, artificial intelligence, and machine learning.

3

BUILD BUSINESS AND END USER SUPPORT Getting stakeholder support is fundamental. Connect your CoE to business needs, executives who support it, and the operational teams critical to its success.

4

DEFINE YOUR OPERATION MODEL Will your CoE take a centralized or decentralized, federated approach?

While both have their pros and cons, it is critical to standardize testing and deployment across multiple business units regardless of which CoE model you choose.

5

IDENTIFY QUICK WINS An advantage of RPA is its potential to improve process performance quickly. The ability to apply RPA surgically can accelerate time to value and provide great return on investment in a specific department versus a corporate-wide project.

6

ESTABLISH GOVERNANCE Creating a governance process is its own unique challenge within the CoE. Remain agile, build robots quickly, and repeat based on lessons learned.

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THE BIRTH OF CAPTURE 2.0 CLOUD SERVICES Embracing automated business processes in the digital world

By Mike Spang

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W

hen a newspaper erroneously reported that Mark Twain had died, legend holds that he said, “Reports of my death are greatly exaggerated.” The same could be said about the apparent demise of paper and the obsolescence of documents themselves. With such a focus on digital transformation, many investors, upper-level decision makers, and stakeholders share a common line of thinking: “Paper is dead and so are the hardware, software, and solutions associated with documents.”

Is the world as we know it over? Are we in a post-paper environment? Well, it’s trending in that direction more and more. So, is capture technology destined to go the way of landline phones, film photography, and the dinosaur?

Not even close. While it’s no surprise that paper is in decline, what hasn’t changed is the need for organizations to take the data flowing into the enterprise and transform it into usable information.

Organizations run on information to execute business processes, maintain compliance, and exceed customer expectations. Organizations that most efficiently utilize relevant information are able to serve their stakeholders more effectively and improve overall competitiveness. Without the ability to transform an increasing amount of data into valuable information, organizations are at risk of missing critical business information or falling out of compliance.

Capture 2.0 is technology that takes content from a variety of formats (paper or electronic), makes it understandable, and then routes that information to automated business processes.

Since its inception as a software category, capture has long adapted itself to enable business processes and to eliminate the associated manual work, often involving key strokes. Recently, a lot of attention has turned to robotic

Capture 2.0 Technologies } Optical Character Recognition/Intelligent Character Recognition

} Voice Recognition

} Natural Language Processing } Image Recognition } Semantic Understanding } Object Recognition } Sentiment Analysis

process automation (RPA), a technology that essentially emulates manual key entry to improve efficiencies.

Automating keystrokes is a good first step, but organizations must also be able to understand and identify important content, allowing for data to be extracted and then accurately inserted into the automated business process.

To take RPA to the next level, organizations are now looking at technology based on Capture 2.0.

As businesses rely on digital content more and more, we will move toward Capture 2.0 cloud services. These services are designed to make business processes work more efficiently and effectively. Capture 2.0 services will be delivered through RESTful APIs as part of a cloud service architecture. This has major implications for how new solutions are developed and delivered.

Capture 2.0 architecture provides the ability to implement capture services into business process applications that have not had easy access to capture technology in the past. This type of content services architecture also provides the ability to rapidly design custom solutions. Harvey Spencer Associates estimates that the worldwide market potential for Capture 2.0 services is over $30 billon.

The future is exciting and bright for Capture 2.0 and for those embracing this technology in a post-paper, digital world. O

MIKE SPANG is the Vice President of Research at Harvey Spencer Associates, where he focuses on capture software and content services market analysis. Contact Mike at mike.spang@ hsassocs.com or visit www.hsassocs.com.

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IN THE TRENCHES WITH THE GDPR

By Jeff Sanchez

3 early challenges from the market

T

he General Data Protection Regulation (GDPR) has officially gone into effect and is undoubtedly a transformative piece of legislation for organizations operating in the European Union (EU). Yet, there is still much to learn about the new regulation, as executives and enterprise leaders are quickly discovering.

While it’s still early days, many organizations are running into several common questions and challenges

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when implementing the new rules of the GDPR. One area that is still very new for companies is addressing the requirements for data subject access requests. Organizations are struggling to understand exactly what data is necessary from a data subject in order to process their request as well as how to ensure the legitimacy of the request and the identity of the individual making the request.

Certainly, these are issues that organizations have been preparing for in

advance, but the reality of processing these requests (some of which are very broad) are compelling organizations to reexamine their processes and their effectiveness in meeting these ensuing requirements under the GDPR—especially those practices for confirming and authenticating the individual making the subject access request.

Another area that remains unclear for organizations revolves around the required communications to customers, clients, and other parties. Since late

“Why are some companies so concerned about their vendor relationships?

Under the GDPR, the requirements flow downstream from the data controller, the entity that originally receives the data from the data subject.”

May, we have all been receiving messages seeking to confirm our interest in remaining on an organization’s email distribution list. Companies, especially those that may be a bit behind the curve, continue to have questions about what they need to do in terms of organizing and issuing such communications. Many are still uncertain whether this authorization or consent is needed in order to market to these individuals.

A number of organizations, vendors in particular, are also unclear about

validating the security of their controls.

As expected, companies want to know whether the security policies and practices of their vendors are up to GDPR standards and whether these vendors consider themselves to be GDPRcompliant. Typically, third parties will receive questionnaires from client companies, some of which may contain just a few questions while others can be extremely detailed with hundreds of questions. Not surprisingly, third parties have their own questions about how to respond effectively.

Why are some companies so concerned about their vendor relationships?

Under the GDPR, the requirements flow downstream from the data controller, the entity that originally receives the data (or whatever personally identifiable information is collected) from the data subject. Vendors, who receive this data from the data controller, are considered to be data processors. It is up to the data controller to ensure that all their data processors are compliant with the regulation.

We see two activities taking place here: The first involves the contractual obligations a company seeks from a vendor. The company (i.e., the data controller) will send a data privacy addendum for their contracts to all the vendors that have access to GDPR-relevant data. The second activity involves the company

seeking to ensure these vendors are not only compliant with their contractual obligations but also with GDPR ones as well. In this vein, many companies are expanding or launching third-party security and privacy assessment programs. Generally, this takes the form of surveys that are distributed from the upstream data controller to their data processors, which involve questions about their compliance practices and how they handle their data and security controls, among other topics.

Many data controllers already have such vendor security programs, but with the GDPR, companies are expanding their existing programs or implementing new ones to incorporate more privacy-related terms as necessitated by the GDPR, as opposed to specific security-related activities.

These are a few initial challenges that companies are reporting early on in what most assuredly will be a long GDPR journey. More challenges will certainly arise, particularly once regulators begin assessing GDPR compliance in detail. O

JEFF SANCHEZ is a Managing Director with Protiviti, a global consulting firm. He is a leader within the firm’s Security and Privacy practice and leads Protiviti’s GDPR practice. For more information, visit www.protiviti.com.

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TABLE OF CONTENTS

29 30 31 32 33 34 35 36 37 38 39 40 41

Alaris, a Kodak Alaris business Assentis Technologies Inventive Designers Konica Minolta Business Solutions U.S.A., Inc. Messagepoint Napersoft Paloma Print Products Papyrus Software Parascript Smart Communications Strata Company Technology Services Group Timitoo Systems

HOT COMPANIES

CONTACT INFO: COMPANY:

Alaris, a Kodak Alaris business

PHONE:

800.944.6171

Alaris is a leading provider of information capture solutions that simplify business processes. Alaris has a rich legacy of helping businesses manage their digital transformation, empowering the world to make sense of information with smart, connected solutions powered by decades of image science innovation. Our awardwinning range of scanners, software and services are available worldwide, and through our global network of channel partners.

At Alaris, we believe in one universal truth: delivering the very best customer experience is at the top of everyone’s agenda. As the world makes the shift from physical to digital, information capture is at the heart of customer communication. It might not seem like a major contributor to customer experience because it’s handled behind the scenes.

Customers may never see the back-office handling their data but how this is managed is tightly inter-linked with information-intensive business processes and with delivering a positive customer experience.

The Alaris IN2 Ecosystem offers the right fit, ensuring that solutions seamlessly integrate with users’ IT environment; the right experience, guaranteeing effective and efficient information capture and data extraction; and the right results, to deliver superior business value and higher ROI. Image science innovation has been the core of Alaris for decades. With an unrelenting drive to help organizations make sense of their information, from processing loan requests for financial institutions, to digitizing medical records as part of the patient onboarding process, to streamlining the insurance claims process, we take complexity out of information capture better than anyone else. Imagine your business running at its best with a practical, powerful transformation that simply makes sense. Alaris. Makes Sense.

To see what Alaris can do for your business, read the eBook Turn Your Data Into Gold and follow us @AlarisWorld.

WEBSITE:

www.AlarisWorld.com

EMAIL:

US-DI-InsideSales@kodakalaris.com

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CONTACT INFO: COMPANY:

Assentis Technologies

PHONE:

+41 41 790 91 92

WEBSITE:

www.assentis.com

EMAIL:

info@assentis.com

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If you were asked what the three most important features of modern customer communication management (CCM) are, what would you say?

CCM has become more diverse in recent years. The progressive wave of technology-driven innovation in communication would suggest the conclusion that customer communication has become simple. In reality, however, it is becoming increasingly complex.

Customer or client experience is driven by speed, customization (relevance) and multichannel communication. Seamless integration into existing business applications, such as core banking system, ERP and CRM, is an indispensable requirement. Good CCM should understand and consistently implement these drivers while providing a simple UI that is fun to work with, and avoiding tedious and complicated processes between business and IT. Technology enables multi-channel interactivity with a purely digital focus, but paper and print-ready PDF is still an important component. This is a challenge for messaging, design and consistency. Today's financial services are overburdened with the management of increasingly complex customer communications, often so much that they have even less time for actual customer service and for building valuable relationships.

How we maximize customer experience Our answer to the question about the three most important features of modern CCM can be found in the figure. CCM and customer experience are inseparably linked. Considering only one perspective without the other would not impact your bottom line. Customer experience is a component of any strong CCM strategy. With Assentis CCM Suite, you control how you communicate with your customers and how they respond and interact with you.

You know your customers. We contribute the latest technology in customer communication for financial services, combined with overwhelming professional services. This is how to maximize customer experience.

Maximizing customer experience by perfecting customer communication is our mission. We are a leading CCM solutions provider situated in Switzerland, with offices in the US, Singapore, Germany and Austria, and many life-long customers in the financial services industry.

HOT COMPANIES

CONTACT INFO: COMPANY:

Inventive Designers

PHONE:

+32 3 425 40 00

In today’s digital age, we are always online and connected — even when we are on the go. Communications should reflect that. The widespread use of social media to praise or criticize is as influential on company branding as a company’s marketing campaigns. More and more organizations are taking the outside-in approach to communications by making customer experience a priority. Advances in computers and devices such as wearable tech will make communications faster. As a result, customers will receive contextually appropriate messages at exactly the right time. People leave digital fingerprints everywhere and the need to look for new channels to reach customers is greater than ever.

It is essential for businesses to use innovative thinking and take a more connected and integrated approach that empowers business users, improving agility and communications speed with their customers.

We believe in democratizing enterprise communications. Therefore, making our software platform so easy and user-friendly anyone can use it to design, compose and deliver customer communications. We make 1 great solution to reach and engage your customers via their preferred communication channels.

Scriptura Engage Scriptura Engage is 1 easy and user-friendly software platform that allows you to reach and engage your customers. You need no specialists to design, compose and deliver brand-conform marketing and service communications through your customers’ preferred channels. With Scripture Engage you serve your customers the information that matters whenever and wherever it matters most to them. Your hyper-relevance enables positive experiences."

It recognizes the importance of creating and keeping real connections with every customer while protecting their privacy. A solution that saves time and money by empowering business users and focussing on making communications actionable. Your customers are able to react immediately within a “Dynamic Communication” without switching channels or medium, significantly reducing drop-out rates.

If you so desire, we can also remove the burden of dealing with all technical aspects through managed services - we handle the technical side, allowing you to concentrate on your messaging. It is a solution from an organization that is passionate, and authentic — a company “big enough to cope, but small enough to care”.

WEBSITE:

www.scripturaengage.com

EMAIL:

Info@inventivegroup.com

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Konica Minolta Business Solutions U.S.A., Inc. provides solutions that make businesses more productive. Managing information is paramount to success, and we offer our clients all levels of content management to fit their needs.

Whether an organization is looking to eliminate its paper from the basement, file cabinets around the office or within their manual workflow processes – with digital solutions and automated workflows – we can address a variety of needs to ensure they can not only better manage their content, but also to increase their productivity and insight into business processes for smart decision-making now and in the future.

CONTACT INFO: COMPANY:

Konica Minolta Business Solutions U.S.A., Inc.

PHONE:

800.966.5738

WEBSITE:

https://kmbs.konicaminolta.us/kmbs/ information-management/ecm

EMAIL:

ECMINFO@kmbs.konicaminolta.us

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Listening to business problems, our ECM consultants work with organizations to find the right solution within our four pillars of Intelligent Information Management (IIM) to ensure they get their Workplace of the Future.

Business Process Outsourcing (BPO) | Conversion Services Solving for a Paperless Workplace: Reducing the risk of lost records to poor filing or natural disasters makes digitizing back files and archives critical to maintain a business’s operations through a crisis. Whether onsite or offsite – we scan an organization’s documents or convert them into more usable content forms. } Clean up backfiles } Better organize archives } Reduce risk of information lost due to flooding, fire, earthquake or other natural disasters } Save space and storage costs by eliminating the linear feet of paper documents you currently store Advanced Capture Solving for Access: Beyond the scanning is considering the content within the document. Anticipating the content you need to capture so you can find specific fields through Search – means the next step to capture is best for your organization. } Define your uses of your digitized documents: Search & Extract } Set the rules on what to Capture } Benefit from a Digital Mailroom Content Management & Workflow Solving for Efficiency and Greater Document Governance: What to do with those digitized documents and all the content within? In Accounts Payable alone, businesses can better manage invoice processing with digitized documents, indexed content, a centralized repository and automated workflows. With the basics, they can enhance their business processes in all departments that are paper-intensive and where they have workflows bottlenecks. } Consider On-Boarding in HR } Document processing as with mortgages and insurance claims } Document workflow as with spending approvals, document collaboration or applicant review } Mobile access when not in a traditional workplace SharePoint Services (SPS) Solving for Expanded Services Beyond Collaboration: Better using the SharePoint platform that is already in-house – can be an eye-opening experience. See how businesses can thrive with expanded SPS. Our SharePoint advisors can show you the way.

Content Migrations | Office 365 FastTrack | Information Architecture & Taxonomy Design | Portal Development | ECM & Records Management | Workflow & Online Forms | Outsourced Scanning Services

HOT COMPANIES

CONTACT INFO: COMPANY: Messagepoint

PHONE:

800.492.4103

Think smarter. Build smarter. Communicate smarter.

WEBSITE:

Messagepoint is a powerful hybrid-cloud customer communications management (CCM) platform, designed to put your business users in direct control of the messages you send your customers, leading to a better customer experience.

EMAIL:

With Messagepoint, marketers and business users can now quickly create, test and approve content and communications for digital and print channels—without requiring IT. With the hybrid-cloud model, you never compromise security. While you manage your content and rules in the cloud, your customer data always stays behind your firewall.

Messagepoint also works seamlessly with industry-leading delivery engines such as Salesforce Marketing Cloud for digital, and OpenText Exstream and Quadient Inspire for print output. Additionally, Messagepoint can deliver digital-friendly content to both your web and proprietary messaging systems.

Key Benefits of Messagepoint } Improve the customer experience with personalized, targeted messaging } Give business users full control over messaging content } Optimize your content and reduce maintenance efforts } Improve multi-lingual and multi-branded communications } Manage all content for omni-channel communications from a single platform } Greater agility and quicker time-to-market on all customer communications } Minimize disruption and leverage existing investments } Reduce the time and cost of migrating your legacy content Visit our website at www.messagepoint.com to learn more and to request a demo.

www.messagepoint.com info@messagepoint.com

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CONTACT INFO: COMPANY: Napersoft

PHONE:

630.420.1515

WEBSITE:

www.napersoft.com

EMAIL:

info@napersoft.com

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1. Integration With Your Business Applications - We provide an open integration to your customer data (relational, transactional, XML) stored in your business applications such as underwriting/claims, CRM, ERP, EMR, billing, and/or other systems.

2. Template Authoring - We provide an authoring tool, built on Microsoft Word with our custom-built components that enables your template authoring process to be easy, efficient and secure. To make changes to document templates, you simply check the template out from our secure content library, make changes and simply check it back into the content library.

3. Document Generation - We provide you with a choice of methods you employ to create personalized customer documents: high volume production runs (Batch), one to one customer service (Interactive) and/or customer self-service (OnDemand). We have built in easy-to-use automated business processes so you can apply business rules to the template design in order to dynamically include customer data, reusable images, paragraphs and prompts into your personalized customer documents such as letters, correspondence, policies, agreements, statements and EOBs. 4. Document Archival - We provide an out-of-box full-function document archive for the automatic storage and management of all of your distributed customer documents, making it easy to also search, view and redistribute customer documents for one to one customer service and/or customer self-service 24/7.

5. Multi-Channel Document Distribution - Our multi-channel distribution engine enables you to distribute documents based on your customer’s individual preferences - print, e-mail, fax, text messages, mobile and/or the Web.

Paloma Print Products offers true end-to-end document quality assurance solutions.

Paloma’s flagship solution - Print Perfect - automates labor-intensive, costly, and errorprone manual document QA processes. Print Perfect compares documents digitally, in a fraction of the time required by manual processes, thereby cutting document testing time/cost by up to 75% while allowing document applications to be tested more thoroughly, reducing risk for companies that present sensitive customer information in their documents.

HOT COMPANIES

Print Perfect consists of two primary software modules – STREAMdiff and Switch.

STREAMdiff is print stream comparison software which quickly, objectively, and accurately compares AFP, Xerox© Metacode, Postscript, PDF, PCL, and ASCII text files. Because STREAMdiff compares the underlying print file constructs/commands as well as the pixel-level document layout, it can compare print files generated by different CCM/ CXM packages, or compare one print file type to another. For example, STREAMdiff can compare Xerox© Metacode files generated by Oracle© Documerge to AFP files generated

by OpenText Exstream©.

Switch is document QA workflow automation software for designing and implementing automated document quality/testing processes. From launching high-volume batch print comparisons to email notification upon completion of comparison jobs and the creation of a time- and date-stamped testing audit trail, Switch ensures the most efficient document quality assurance processes by minimizing the need for manual intervention.

Paloma’s second document QA solution, ADEPT Suite, scans nightly production print files for branding mistakes or inappropriate language. For example, if a company produces documents for multiple company brands/subsidiaries, ADEPT Suite scans “Subsidiary A’s” production print files to ensure that “Subsidiary B’s” name, website address, etc., have not been accidentally placed on “Subsidiary A’s” documents. Paloma’s clients also scan their documents for profanity or other inappropriate language. When errors are encountered, a report is generated showing all pages containing mistakes so these documents can be pulled from the nightly print run and corrected. ADEPT Suite provides our clients another fully automated quality checkpoint for their customer documents.

Whether you print your own documents or for other companies, Paloma’s document QA solutions will save you time and money while ensuring you produce the highest quality documents.

Joe Pigeon is President, as well as a founding member, of Paloma Print Products. With more than 25 years of experience in the document creation industry, and a diverse background in sales, marketing, and product management, Joe has been instrumental in establishing Paloma’s current leadership position in document quality assurance automation.

EXECUTIVE PROFILE

By focusing on more than solely the development of a print stream comparison tool, Joe has helped Paloma assemble the only end-to-end document quality assurance solutions, which is a key competitive advantage for Paloma’s clients. In addition, Paloma’s keen focus on providing unparalleled client training and ongoing support ensures our clients maximize the return on their investment in our solutions.

CONTACT INFO: COMPANY:

Paloma Print Products

PHONE:

262.618.4125

WEBSITE:

www.palomaprintproducts.com

EMAIL:

sales@palomaprintproducts.com

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Papyrus Platform for Omni-Channel Business Communication and Process Management

CONTACT INFO: COMPANY:

ISIS Papyrus Software

PHONE:

817. 416.2345

WEBSITE:

www.isis-papyrus.com

EMAIL:

info@isis-papyrus.com

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Papyrus Software specializes in the production of high-quality, dynamic Omni channel business communication solutions and serves many of the world’s largest organizations in Banking/Finance, Utilities/Energy, Healthcare and the Public Sector across countries and continents. Our first-time customers are also our life-long customers, as our solutions have the capability to grow with the customer’s business, empowering companies on an ongoing basis to respond to changing customer behaviors and information demands.

Our focus lies on Digital Transformation, Customer Experience and Business Empowerment. High degrees of flexibility are achieved through the smart document design with large-scale re-usability and optimized “two-way” communication for documents of any complexity - from consolidated bank statements and insurance policies, billing and complex contracts generated in batch, online, ad-hoc or interactive - to the chat- and chatbot-enabled com¬munication and marketing campaigns. Customer communication is delivered across any channel - traditional and digital - all based on clients’ preferences, one document definition and one-time effort, saving companies time and money.

We enable the Business to envision the communication with their clients the way they want, and put them in control to directly create and maintain customer communication, as well as customize, manage and control OMS processes. IT involvement is minimized and mainly provided for complex, more technical requests and the integration of new data interfaces.

By empowering the Business, using the holistic, “one platform-approach” and directly con¬necting customer-facing, front-end communication with back-end operations in real-time, organizations are free to set new standards in the communication with their clients and achieve significant gains in efficiency and business agility at the same time.

By following this approach, our customers have been able to raise customer experience to a whole new level, increase daily communication production by 20x, save +50% in time, and quickly respond to new and changing business needs with the Business taking care of up to 90% of the overall communication.

Life-long flexibility and a total peace of mind - this is our legacy and our promise. Please reach out to us for a personal contact and information on how we can help you eliminate friction points and win, serve and retain your customers in the future. Learn more at www.isis-papyrus.com/Omni-Channel-Guide

HOT COMPANIES

CONTACT INFO: COMPANY: Parascript

PHONE: Parascript specializes in delivering self-learning-based document automation that provides the highest accuracy coupled with the lowest level of complexity in the industry.

More than 100 billion documents are analyzed annually by Parascript software, which automates data interpretation of image and document-based information to support financial institutions, government agencies and the healthcare industry.

With FormXtra.AI, Parascript introduces a new groundbreaking capability that takes document automation to the next level in accuracy and functionality. Our software automatically configures and tunes both structured and unstructured data extraction processes. This capability reduces the hours of work necessary to automate “dense” or complex forms that have many different fields.

888.225.0169

WEBSITE: parascript.com

EMAIL:

info@parascript.com

THE

2018-19 Bill Johnson, VP of Sales at Parascript

EXECUTIVE PROFILE

“FormXtra.AI processes high volumes of documents faster, using fewer people with less errors,” said Bill Johnson.

“You may not know who we are, but you use us every day.

If you’ve ever addressed a letter and sent it, our software made your letter more likely to reach its destination. If you’ve ever deposited a check via ATM, chances are our software helped your check get processed faster. There are over 3.5 million ATM’s in use today, and Parascript is the driving technology in 9 out of 10 devices.”

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Smart Communications™ is the leading cloud-based platform for enterprise customer communications. As the only cloud solution ranked as a Leader in Gartner’s Magic Quadrant for Customer Communications Management, more than 350 global brands – many in the world’s most highly regulated industries – rely on Smart Communications to make multi-channel customer communications more meaningful, while also helping them simplify their processes and operate more efficiently. This is what it means to scale the conversation.

CONTACT INFO: COMPANY:

Smart Communications

PHONE:

Smart Communications is headquartered in London and New York and serves its customers from offices located across North America, Europe, and Asia Pacific. The company offers a range of solutions including SmartCOMM™, SmartDX™, SmartCORR™ for Salesforce, and SmartCaaS™ for Partners.

To learn more, visit smartcommunications.com.

800.986.6810

WEBSITE:

smartcommunications.com

EMAIL:

requests@smartcommunications.com

From James Brown, CEO of Smart Communications Companies must evolve their approach to customer communications. It’s not enough to keep pace with empowered consumers. Expectations must be anticipated and exceeded if they hope to retain and grow customer relationships. Customers are not shy about switching providers if their needs aren’t met.

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EXECUTIVE PROFILE

The time for change is now, and we’re focused on helping companies deliver more meaningful customer communications while also helping them be more efficient—scaling the conversation! Our Conversation Cloud framework uniquely makes this possible by allowing easy integrations with other technologies—bringing together internal silos and providing a more complete view of the customer. Our customers achieve greater ROI and their customers feel more valued. It’s win/win.

HOT COMPANIES

CONTACT INFO: COMPANY:

Strata Company

PHONE: Transform Your Customer Experience Strata designs custom CCM technology solutions built to transform experiences, for your customers and you.

We combine 25 years of experience with thorough review of clients’ existing systems and processes to challenge the one-size-fits-all approach. So you get exactly what you need… and nothing you don’t need.

610.941.6100

WEBSITE:

www.gostrata.com

EMAIL:

info@gostrata.com

Our CCM solutions help uncover new opportunities.

Customer Experience g Free up client-facing teams so they can focus on CX g Speed distribution of content; delivered in multiple formats and multiple channels g Build trust and loyalty through relevant communications Cost Reduction, Revenue Enhancement g Realize as much as 50% savings in postage costs g Eliminate error-prone manual processes – and the risk of compliance violations g Significantly reduce overhead; measurably increase efficiency CCM, Your Way. A customer communications solution should be as unique as the business it’s designed for, with features personalized to specific business environments and requirements. At Strata, we’re able to deliver that, thanks to an in-house team of technology and process management experts as well as dedicated account specialists providing one-to-one support.

The Perfect Combination of Innovation and Essentials } Multi-decade leadership in data-driven content } Pioneers in workflow automation technologies } Automated data capture and transformation } High-volume batch runs and self-serve, on demand } Document archives and trackable/repeatable order history } Seamless integration with existing business systems We work with organizations seeking to improve not only how they communicate with their customers, but to truly transform the customer experience – and their business.

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TSG provides modern enterprise-level software and consulting services for Alfresco, Documentum, Amazon Web Services, Azure and Hadoop. Rather than a conventional software pricing and development cycle, TSG’s client community receives and shares updates to the software free of charge. TSG partners with many of the top ECM companies, and remain independent with the goal of making recommendations based on the best interest of the client.

TSG’s unique approach of providing both consulting services and software to quickly configure and deploy innovative and modern solutions to offer more than a one-sizefits-all approach.

CONTACT INFO: COMPANY:

Technology Services Group

PHONE:

312.372.7777

WEBSITE: www.tsgrp.com

EMAIL:

inquiry@tsgrp.com

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TSG provides solutions across a wide range of industries, including: } Insurance Industry: TSG assists both large and small insurance carriers and MGAs modernize their claims processing experience with ECM. With digital content in the insurance world on the rise (Video, Rich Media, Emails), legacy image and document systems lack the capabilities and usability that modern claims processors require. OpenContent Policy & Claim provides users with the modern experience and easily augments an insurance company's existing insurance platform. TSG has seen a rapid growth in their insurance practice adding multiple large commercial insurance clients in 2017 and 2018. } Manufacturing and Regulated Industries: TSG’s Compliance Solution provides companies with the ability to handle robust change management with dynamic form and workflow support, electronic review and approval compliant with industry guidelines and simplified consumer search and retrieval in a validated environment.

Solutions are used across a variety of industries including Life Sciences, High Tech Manufacturing and Power Plan maintenance specifically Nuclear.

OpenContent Management Suite includes: } OpenContent Search & Case: a configurable, stream-lined, search, retrieval and case management interface, to efficiently process documents and tasks. } OpenAnnotate: a secure browser-based annotation tool that allows for the creation of digital annotations on documents, images, videos, and audio. } OpenMigrate: a configurable enterprise content migration framework. OM solves both one-time and ongoing migrations with a flexible and high-performance architecture capable of migrating documents at between 250 and 400 per second depending on architecture components. Even the most complex migrations, with numerous business rules, can typically be completed either completely through configuration.

Dave Giordano is the Founder and President of TECHNOLOGY SERVICES GROUP (TSG), a Chicago technology consulting firm with 50 enterprise content management (ECM) consultants. Previous to founding TSG in 1996, Dave worked for nine years for Accenture (Andersen Consulting). While at Andersen Consulting, Dave was responsible for maintaining multiple ECM vendor alliances, providing quality assurance reviews of key technical architecture as well as managing multiple implementation efforts.

EXECUTIVE PROFILE

TSG was founded with the mission to provide deep content management resources and software across multiple industries. Dave continues to be heavily involved in many active clients, vendor partnerships, and all R&D efforts.

Dave brings deep content management experience from multiple industries, including financial services, life sciences, utilities, retail, and manufacturing.

HOT COMPANIES

CONTACT INFO: COMPANY:

Timitoo Systems

PHONE:

817.382.2503

WEBSITE:

www.timitoosystems.com

EMAIL: WHO Timitoo Systems has built a new document and correspondence platform, based on the HTML 5 standard, where the documents source is an electronic original that allows a truly responsive document. Unlike traditional paper and form-based documents, this provides customers a stable and future proof basis for their customer correspondence.

The Timitoo platform is unlike anything else on the market today because it leverages new technology from the onset versus layering new technology on top of old. Further completing the platform, are the conversion and transformation tools, which allow for managing legacy and existing data, integrating it into today’s environments. Company founder Markus Kleiber, has leveraged his 20+-year career in correspondence to guide the creation of this new solution. Founded in 2016, Timitoo Systems is based out of Dallas, Texas and has a research and development team in Vienna, Austria.

WHAT The Timitoo platform is comprised of a purely web-based interface for design of documents and control of processes. Making it easy to deploy, offering an on-premise or cloud-based installation for increased scale-ability. } Designer-An intuitive multi-lingual user interface that provides a connection between re-useable building blocks allowing for fast design including extensive business logic and graphical components, such as charts, dynamic tables and responsive design. } Formatter-The Formatterfox high speed formatter is the heart of the document formatting process. Using the document logic definition and the dynamic data to generate a multitude of document formats, such as HTML, AFPDS and PDF and more. } Conversion /Analysis Suite-This suite of tools allows to convert legacy AFP documents into PDF, text and archive formats in order to incorporate them into the output management processes.

WHY The Timitoo platform is offered as an on-premise, cloud-base, or even an on-demand basis. Because of these delivery mechanisms, our solution is implemented in days versus months or years, and at a substantially lower cost than our competitors. The key benefit to our solution is the flexibility in design, giving users the ability to create dynamically complex communications with ease.

info@timitoosystems.com

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Think About It

!

/ DAVID STABEL /

/ STÉPHANE DONZÉ /

ALTHOUGH 80% OF DOCUMENT VOLUME IS CURRENTLY DELIVERED IN BATCH MODE, NEARLY THREE-QUARTERS OF ENTERPRISE RESPONDENTS IN NORTH AMERICA ARE SEEING AN INCREASE IN REAL-TIME DELIVERY MOVING FORWARD.

TO BE CLEAR, BUDGETING FOR

“USER TRAINING” ISN’T THE SAME AS FOR “CHANGE MANAGEMENT.”

/ SCOTT DRAEGER /

WE ARE FINALLY BEGINNING TO UNDERSTAND THE INTERCONNECTED­ NESS OF OUR COMMUNICATION PROJECTS AND THEIR IMPACT ON THE CUSTOMER EXPERIENCE.

/ JOHN GRUBER /

D I

7

% 5

A S

According to a recent AIIM survey, process automation was seen as a "must do."

OVER 70% of Fortune 500 companies have bought Office 365.

/ CRAIG LE CLAIR /

Automation technologies have advanced to the point that you can take all the individual channels (and all the information and activity in those channels) into an analytic repository using various artificial intelligence (AI) building blocks to normalize the information, so you can dynamically figure out what the customer is trying to do. You can make those connections.

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