In the Flow

Capturing New Value With MFPs and Capture

by | 11/02/2015

by Kevin Craine | 11/2/15

Capture technologies have been around for quite some time. We’re all familiar with scanning paper documents to make digital images and extracting key bits of data along the way. Indeed, most organizations use capture systems to ingest and process documents to support many important functions like claims processing, accounts receivable, or human resources. But a new breed of capture solutions is spurring a second wave of capture strategies that are helping organizations find new value using tried-and-true capture techniques in more wide-ranging ways.

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Back to the Future With Square 9 Encompass 2015

by | 10/26/2015

by Amy Weiss | Oct. 27, 2015

Square 9 Softworks held its first annual Encompass End User & Reseller conference Oct. 20-23 — dates that, as it turned out, were incredibly appropriate. No, not because they were close to Halloween or the MLB playoff dates (although they were), but because Oct. 21 was Back to the Future Day.

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Message Orchestration Across the Customer Lifecycle

by | 10/26/2015

by Brad Banyas | 10/26/15

The notion of “Customer Lifetime Value” is a concept and calculation that helps CMOs determine the dollar value associated with the long-term relationship of any customer, determining just how much that customer relationship is worth. Used by marketing managers and C-level executives, customer lifetime value is a prediction of the net profit associated with the entire relationship with a customer. The notion is an important one because it encourages firms to shift their focus from customer acquisition to the long-term health of their customer relationships.

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Banks are Cashing in on Intelligent Capture

by | 10/08/2015

by Kevin Craine | 10/8/15

Banking is undergoing a massive shift that began with the automated teller machine, continued with online banking, and is now accelerating with the advent of mobile computing. It wasn't that long ago that customers were limited to their local branch and the 10 a.m. to 3 p.m. “banker’s hours” of the 1900s. But today, customers are free to do their banking from anywhere and at any time, and the very idea of visiting a branch is becoming an antiquated notion.

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The Paper Versus Digital Process Debate – The Acronym for Digital Persuasion

by | 09/23/2015

by  Noah Mithrush | 9/23/15

Technology for a paperless office has been around for years, but the adoption rate of the digital process has been slow. It may have been the timing, as many organizations could see the value in a digital document management software; however, most were still hesitant to take the next steps in actually implementing the process. 

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Top Questions to Ask Before You Buy a Capture System

by | 09/18/2015

by Kevin Craine | 9/21/15

The notion of “capture” is one that has been around a while. We’re all familiar with the ability to scan a sheet of paper and capture a digital image of the page. More advanced data capture systems take the technology one step further by allowing us to capture specific bits of information, like a name, account number, or a date, for example, and export that data into various business systems and databases. The newest approaches include mobile capture and seamless integration of both data and documents into a digital workflow enterprise-wide.

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Automation, Innovation, Irony and Expectations

by | 09/02/2015

by Amy Weiss | 9/2/15

I love a good dose of irony. While I was finalizing the September issue of Workflow with “Automation and Innovation” as its central theme I was texting with a friend of mine whose daughter was starting high school the next day. Among her many concerns and issues was the fact that there were approximately 5 million paper forms that needed to be filled out manually, and sent back physically. Many of them required a paper check to be attached. Since this is a professional publication I cannot quote her verbatim, but to voice the gist of her issues, “Why in the world are these forms not online, and why can’t I pay electronically?”

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Paperless Processes a Goal? The Six Things Your Technology Must Do

by | 08/31/2015

by BJ Johnson | 8/31/15

When it comes to reducing paper in business processes, it’s no longer a question of “if paper needs to be reduced”; it’s a question of “when and where to start?” A quote from AIIM Research, “Business-at-the-speed-of-paper will be unacceptable in just a few years’ time,”pretty much sums up how organizations feel about paper-based processes. Increasing efficiency, lowering costs and improving response time to customers, employees and regulators are only a few of the top reasons paper has to be removed from business processes. The good news is the stars are aligning and there are less barriers to companies driving paper out of processes and keeping it out. Why?

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Mobile Leads the Second Wave of Capture

by | 08/24/2015

by Kevin Craine | 8/24/15

A recent movement in business toward the adoption of new and more advanced data capture techniques is taking shape in what I call the “Second Wave of Capture.” We’re all familiar with scan-and-store capture scenarios that provide the ability to make a digital image of a printed page and extract bits of information from the original paper source. But organizations of all sizes and types are improving performance through more innovative and imaginative use of capture. Indeed, a new wave of approaches and capabilities are bringing capture technologies out of the basement and into the frontline of business process. 

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Communication Breakthroughs With Customer Communications in the Cloud

by | 08/18/2015

by Brad Banyas | 8/18/15

It is hard to avoid the buzz around “the cloud” these days, and for good reason. Using the cloud to access information, storage and services can dramatically lower your costs, improve flexibility and workflow, and bring about better business performance overall. As a result, more than half of U.S. businesses now use cloud computing. Analysts estimate that cloud-based services now account for over 50 percent of the demand for managed IT services in the U.S. Companies find immediate cost savings with the cloud because there are no up-front costs, and as business grows, the service infrastructure grows with demand.

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Nine Innings at ChannelCon 2015

by | 08/10/2015

by Amy Weiss | 8/10/15

CompTIA’s ChannelCon has gotten something of a reputation as the show to attend. It’s not just the prolific and seemingly never-ending flow of drinks and food … although let’s face it, it is partly that. The folks at CompTIA know how to throw a great event, and when you combine those great event-planning skills with some of the best and brightest minds in the IT industry and the city of Chicago, you get a home run of an event. Let’s break it down inning by inning.

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Inefficient Document Workflows Still Challenging Many Companies

by | 07/27/2015

by Ken Neal | 7/27/15

A major challenge for many companies is improving manual, paper-intensive and often antiquated document workflows so business transactions can be completed more efficiently. A recent IDC Technology Spotlight sponsored by Canon Business Process Services showed that businesses that have automated workflows deal with a variety of pain points that spurred interest in automation.1 Following are the top five pain points:

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Is 'Scan and Store' Enough?

by | 07/14/2015

by Kevin Craine | 7/14/15

Over the past 30 years Enterprise Content Management systems have evolved from a simple solutions for basic scanning into sophisticated and capable systems for enterprise-wide document automation. And while there are wide variety of document and data capture systems available, many organizations are just now beginning to capture the true value of the technology. Indeed, most stop at the most fundamental phase of simply scanning paper documents and storing them digitally instead.

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Three Techniques for Truly Effective Customer Engagement

by | 06/30/2015

by Brad Banyas | 6/30/15

2015 is the year that “customer engagement” takes center stage in the theater of enterprise business strategy. Whereas in recent years much of the focus was on customer acquisition, C-Suite executives from all industries and segments are today aiming their attention on ways to extend existing customer lifetime value. Even organizations in the government, education and healthcare segments – which are typically slower to adopt next-gen strategies – are taking a fresh look at new ways to boost customer engagement and value. 

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Increasing Organizational Efficiencies Using Workflows

by | 06/09/2015

by Dean Wiech | 6/9/15

There are many more areas of a business that can be dramatically improved and made more efficient than companies often realize. They believe because a process works, it shouldn’t be fixed, but in actuality they may not realize that it is costing them a great deal of time and resources. Many of these issues are related to the manual processes that a wide variety of organizations use daily.

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Where Do You Fit on the ‘Capture Continuum’?

by | 05/31/2015

by Kevin Craine | 6/1/15

Despite technology, most companies continue to struggle to manage the burden of paper in many important business processes. Sure, you can scan documents to create a digital image as a first step to eliminate paper, but this “scan and store” approach falls short of the full potential of modern document and data capture systems. You may be missing significant opportunity for more savings and efficiencies; but with all the technological solutions available how do you know which one is right for you?

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Self-Service: From the Living Room to the Enterprise

by | 05/18/2015

By Robert Doswell | 5/18/15

Self-service is something we have come to expect in today’s consumer world. It’s now common practice to perform a variety of banking tasks from home. You also can arrange insurance with one click. You can buy virtually anything desired from anywhere in the world with a simple swipe. Now, variations of this type of self-service are being introduced increasingly within organizations. Since their most significant driver is to cut costs and enhance efficiency through these solutions, what developments might you expect in enterprise self-service? Below is a brief summary.

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The Workflow of Effective Communication: Part 3

by | 05/11/2015

by Ken Neal | 5/12/15

This my final column in a three-part series on how improving six key communication skills can help information managers succeed in their jobs and in their career. Here I turn my attention to the importance of being credible, being strategic and being persuasive.

(Catch up on Part 1 and Part 2 of this series).

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Why are We Still Fighting Paper?

by | 05/05/2015

by Kevin Craine | 5/5/15

Despite the increasing digitization of business today, the truth is that across all industries many key business processes are still burdened with paper. Loan origination, claims processing, accounts payable, human resources – these are just a few examples of fundamental activities that continue to be plagued by paper-bound workflow. Indeed, in the face of the modern digital office, many companies continue to fight a war with paper.

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A Guide to Going Paperless: Part 2

by | 04/22/2015

by Christopher Zybert | 4/22/15

In order to fully understand the benefits a paperless solution can provide, you must first understand how your entire organization is currently using paper. Paper-intensive processes are generally addressed in a ‘departmental vacuum’, neglecting to account for the countless other paper processes that are being employed. For example, an Accounts Payable department might begin to scan their invoices for easier management. However, the very same company is most likely still managing their HR documents the old fashioned way.

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