As the use of email becomes increasingly common, organizations with a lot of inbound customer communication are experiencing a 70% increase in email traffic from their customers every year. In addition, fax is also still important. The ability to respond and act quickly to all such communications is key to a positive customer service experience.
Capturing email, fax and other documents received in files shares or through web services as soon as they enter the organization, turning them into actionable digital information, and routing that information to workflows, processes and applications is the key to automating document driven business processes and achieving operational excellence and sustainable cost reductions.
This array of capabilities enables organizations to trigger business processes upon receipt of an electronic message without any manual interaction or even printing. The benefits include:
With Kofax, a global manufacturer has implemented a centralized and fully automated expense management process. Employees from all over the world send their expense reports with attached reports, receipts, invoices, etc. to a centralized email address for straight-through processing.
Results: Reduced turnaround times, reduced call volume, higher customer service and satisfaction, cost effective consolidated infrastructure and significant cost savings.
A US insurance company has implemented centralized capture and straight-through processing of all inbound email from their customers. Classification and extraction of metadata triggers the routing of digital information to the right processes and people. Documents related to claims are consolidated quickly, accelerating claims processing, and contracts and other documents are shared with brokers faster.
Results: Increased operational efficiency, better customer service, faster inquiry handling and more efficient handling of policies, claims and invoices.
A US bank has streamlined and significantly accelerated portfolio and asset documentation through the capture and straight-through processing of emails and documents. To comply with data privacy and data security regulations, all emails and attachments are indexed and routed to the application using SSL encryption. The data flow is monitored through each touch point across the entire organization, from entry to final archive.
Results: Faster, secure access to important information, seamless integration with asset and portfolio management processes, better customer service and reduced manual labor and costs.
Many customers consolidate the capture of all incoming invoices on the Kofax capture platform, whether those invoices arrive via email attachments, fax or paper. The invoices are indexed with metadata at the point of entry and routed directly to the appropriate financial process or application.
Results: Higher invoice processing efficiency, higher data processing quality, better cash management, significantly reduced costs and better supplier relationships.
With Kofax, enterprises benefit from a unified platform to capture all data and documents - not only from paper, but also from email, fax and electronic formats coming in through file shares or web services.