Improve Customer-Centricity, Reduce Costs in Retail
with Kofax Enterprise Capture

Tough competition and new consumer preferences call for an increased focus on strategies for winning new customers and retaining profitable ones. Competing on price is not an option in an industry as margin- constrained as retail, so customer service is the only differentiator. Kofax enables retail companies to automate and optimize customer service operations, accelerating response time, increasing response quality and reducing processing costs at the same time.

Kofax enables retail companies to automate and optimize customer service operations, accelerating response time, increasing response quality and reducing processing costs at the same time.

• With Kofax, all incoming correspondence — whether fax, paper or electronic — can be captured in a consistent way whenever and wherever it enters the organization.
• Upon capture, documents are automatically classified as inquiries, claims, invoices, complaints, policies, change requests and so on. Relevant data is extracted and seamlessly routed to the appropriate applications for immediate access and processing.
• Powerful data validation ensures that only complete and correct documents are routed to the relevant application or employee, increasing data and information accuracy.
• Customer information generated during automated inbound customer service processes can be integrated into sales campaigns, while outbound processes can be executed the same way — automatically, efficiently and securely.
• The combination of information capture and outbound communication on the same platform is highly cost effective, as it reduces processing complexity and cost, and enables access to information from different sources in real time.
• First-time resolution rates can increase, as information is available at the customer service center employees' fingertips.
• Proactive communication helps to reduce calls to customer contact centers drastically, reducing the workload for customer service employees and freeing them up for more sophisticated work.
• Extending the Kofax enterprise capture platform to other processes — such as order processing, records management, contracts or invoice processing — reveals even more benefits. Standardization and ease of use and deployment all contribute to an even higher ROI and faster payback.

Order processing is a fast-paced operation involving critical transactions and multiple departments—from the warehouse through delivery service to accounting. Rush orders need to be identified and expedited, complex orders may need to be routed to specialized staff, and customers want to know when their orders have been received, are being processed or are routed for fulfillment.

Kofax provides an automated solution that captures incoming sales orders from any channel and format, automatically routes and integrates them with existing enterprise applications, and notifies customers. As a result, fulfillment and delivery times accelerate, data accuracy increases, and customer satisfaction and retention significantly improve.

• Sales orders are captured at the point of entry, classified, validated and routed for immediate processes straight-through processing in a consistent manner, regardless of the delivery format (fax, paper, email, email attachment, EDI and so on).
• Any further customer correspondence can be automatically routed based on order number or other company specific rules.
• Outstanding validation capabilities enable the immediate recognition and repair of incorrect data before the order is processed, thus providing high processing efficiency and data accuracy.
• Powerful capture and recognition can identify, extract and route additional information or inquiries to the relevant people and processes, enabling best in class customer service and capitalizing on up-sell potential.
• Kofax combines automated capture and communication/notification on one platform. Upon receipt of an order, customers can be immediately informed of receipt, potential needed corrections, and order progress up to final satisfaction surveys.
• Chain stores and individual businesses can improve turnover, shorten time to market and improve customer satisfaction, which ultimately enables them to do repeat, profitable business.
• Extending the Kofax enterprise capture platform to other processes — such as invoice processing, records or contracts management, etc. — reveals even more benefits. Standardization and ease of use and deployment all contribute to an even higher ROI and faster payback.

Retailers have to deal with an enormous volume of invoices every day. These invoices arrive in a variety of formats, including fax, paper (handwritten or machine printed) and electronic. To make this challenge even more complex, these invoices originate with a vast number of largely distributed suppliers.

Kofax provides end-to-end automation of invoice processing — including e-invoicing, processing and approval workflows, supplier integration and seamless ERP integration — helping to significantly reduce cycle time and costs and to improve cash management and supplier relationships.

• Invoices can be automatically captured no matter where they enter your organization, and no matter in which format (paper, fax, email, e-invoice and so on).
• Invoices can be classified at the point of entry through the intelligent recognition of invoice header and line item information.
• In case of missing or incorrect data, an automated alert function triggers exception handling and correction.
• Only correct and complete invoices are sent to the relevant applications and processes to ensure efficient processing.
• E-invoice processing and supplier integration can remove paper from the transaction altogether, enabling finance organizations to process electronic invoices and seamlessly work with their suppliers — providing the benefits of EDI at a fraction of its cost and complexity.
• The system provides real time integration with ERP systems like SAP and Oracle, and gives finance and business managers performance management capabilities.
• Cash management benefits significantly from visibility into the AP process, real-time status information — including invoices in process, cash requirement, invoices awaiting approval, cash consumption and productivity data — and the ability to trigger corrective measures.

Kofax provides retail companies and their extended network of partners and suppliers with a robust, flexible and scalable enterprise capture platform to meet the full range of document capture and management demands. It enables the e-entry of new documents as well as backfile conversion of large volumes of documents with high accuracy, and seamlessly integrates with enterprise content management systems and relevant business processes.

• Any document type - on paper, fax, email, image, or any other electronic format - can be captured from desktop scanners, MFPs and high volume production scanners alike, across your organization and extended network.
• The Kofax enterprise capture platform offers the scalability to capture and manage hundreds to millions of documents per day, and to operate in both centralized and highly distributed environments.
• Via automated classification, documents can be routed to the right systems and data repositories quickly and securely, consistent with policies and regulations for records retention, disposition and privacy.
• Our market leading “learn by example” technology enables the automated recognition and extraction of information from any document without programming. Relevant information can be extracted from structured and unstructured documents and routed to processes and data repositories.
• Information from the e-entry of new documents as well as from backfile conversion can be consolidated and routed to processes and data repositories based on business rules specific to a company, an industry or government regulation.
• Integration with a wide range of workflow and content management applications ensures that both scan-to-archive and scan-to-process operations work harmoniously, feeding data into cohesive business processes.
• High availability and disaster recovery enable secure and compliant management of and access to records for mission critical implementations. These also increase operational efficiency across business processes and functions, as the electronic files can be easily searched and found in the data repository, allowing requests to be answered and actions taken on the fly.
• Data input and flow from the point of entry to final archive is fully automated, traceable and auditable. When paper is turned into actionable, electronic information at the point of origination, information archiving and exchanges can be significantly accelerated, supporting compliance with licensing, maintenance and reporting requirements.
• Performance monitoring provides real-time metrics on the operational health of your capture system and remote real-time management of system performance to meet throughput requirements.