Transcript Folie 1

Technology of Centralized Document Production:
Process-Integrated Customer Communication
Documentation and Output Management
Wolfgang Prassl
Executive Board Member
ICON International Software Distribution and Services AG
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
ICON International Software Distribution and Services AG
markets DOPE (Document Processing Enhanced) a standard
software product of icon Systemhaus GmbH in Stuttgart, Germany.
DOPE is a process-controlled correspondence system with rulebased text blocks for the automatic and interactive production of
highly personalized business documents (correspondence, policies,
contracts...).
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
Automatically and interactively produced personalized
correspondence is an immensely important part of an effective
customer service strategy.
DOPE reduces design, programming, implementation, printing,
postage and handling costs, shortens time-to-market cycles and
improves correspondence quality and administrative efficiency.
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
For years, document output management (DOM) has been pegged
as a back-office operation that produces customer statements and
bills.*
Now, customer experience demands will thrust DOM into a major
software category supporting the growing and diverse content that
enterprises must assemble and deliver to customers. *
* according to Forrester, a leading market research company
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
•
According to Forrester , what does it mean ? It means that
enterprises must
•
consistently manage and deliver output for structured, interactive, and ondemand apps;
•
integrate with the many transaction systems, enterprise apps, enterprise
content management (ECM), and business process management (BPM)
deployments within an enterprise;
•
link proactively with marketing systems and goals.
AND they have to combine the print output channels and the digital world
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
With an enterprise approach to DOM, information and knowledge
management (I&KM) professionals can help their organizations
improve the customer experience through better personalization,
multichannel consistency, and more capable interactive and ondemand applications.*
* according to Forrester
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
Forrester states
•
Companies spend millions of Euro’s managing customer
correspondences
•
Companies spend millions of Dollars managing customer
correspondences.
•
Companies spend hundreds of millions of Rubles managing
customer correspondences.
•
MOST OF THEM DON’T EVEN DO NOT KNOW HOW MUCH
THEY SPEND
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
•
Today's customer communications must create new business
opportunities.
•
Evaluating the ROI of correspondence management proves that
organizations can realize a return within a year and even
shorter.
A real case:
•
ING-DiBA the largest direct banc in Europe is using DOPE and
made a calculation of how much one extra mouse click would
cost: the result is an astonishing € 500.000.-/year
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production

What does it mean in practical terms ?
The way of doing business will become much more digital-centric.
But before one can implement that strategy one must clean up the
mess created by the historically growth.

An area most often ignored are the output channels being used
for customer communication. The documents being sent to
customers are often the only business card of enterprises which
do not produce goods. Especially large enterprises with high
volume of communication needs to the outside world like banks
and insurances had grown through mergers and acquisitions with
the consequence that at the end of the day the new organization
has to deal with even more complex IT infrastructures.

A real case: WÜSTENROT & WÜRTEMBERGISCHE
07.07.2015
© icon Systemhaus GmbH
Old technology / Legacy System
Textadmin
ASF 3.3
Data retrieval
(Documentslogic)
PBP / ASF
Württ.
Insurance
Distribution
Text
editing
DOPE/Dialog
ASF 3.3 (native)
WAA Dasi
Archive
DOPE/Compose
CTV NV + DBP
RF-Syst.
DCF
BOM + CTV NV
+ DBP
WAA
(Korrespondenz)
KA
Insurance
ASF 3.3
PBP / ASF
DOPE/Dialog
TSO/DCF
eig. PGME
ASF 3.3 (native)
DCF
KA NV +
CONTROL D
(Assembler)
Building
savings
ASF 3.3
PBP / ASF
Cont.Man.
Vorg.
Historie
Post
Processing
(Frankiing +
Postage opt..)
POSY
CONTROL D
Cont.Man.
ASF 3.3 + DI02
DCF
BSW NV + DBP
Cont.Man.
DOPE/Compose
POSY
ASF 3.3
PBP / ASF
ASF 3.3 + B55
DCF
Printing
WBP NV + DBP Cont.Man.
Württ.
Bank
Release of the print data stream to the physical
printing
WAA/TSO
Formatting
(Copies-- +
dispatch,
conversion)
Remark: 4 different ASF-installations, DocBridge-Pilot (DBP) has been installed with
different Processes, POSY is installed in 2 seperate installations at Württ and BSW/WBP.
07.07.2015
© icon Systemhaus GmbH
Target Technology / Output Management
Archive
Content Manager
Post
Processing
(Frankiing+
postage opt..)
Württ.
Insurance
POSY (?)
Württ.
Bank
DOPE / Framework
Building
savings
DOPE / Admin
KA
Insurance
Printing
Release of the printing data stream to the physical printing
Formatting
(Copies- +
dispatch,
conversion)
DOPE NV + DBP
(Documentslogic)
Distribution
Text
editing
DOPE / Compose
Data retrieval
DOPE / Dialog
Textadmin
07.07.2015
© icon Systemhaus GmbH
Document Creation as a Service of the Application Framework
Business
App. 1
Business
App. 2
Business
App. 3
Doc. 1
Doc. 2
Doc. 3
Application Framework
Business
App. 1
Business
App. 2
Business
App. 3
Document Output Infrastructure
Application Framework
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
A real case:
Industry: Banking
Country: Italy
Structure: extended network of > 10000 branch offices
in Italy
•
An internal study arrived at the conclusion that the cost of the
paper based process is about € 13.—for each contract.
•
About 1.5 Mio contracts a year have to be administered.
•
The total cost per year is about € 15.0 Mio. That amount could be
reduced to practically zero by transforming the process to digital.
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
A real case:
NÜRNBERGER health, life insurance, casuality insurance etc.
established 1884
4.500 employees (office workers)
>35.000 field staff & agents
4.800 car dealer agents
4.500 billion EURO group turnover
7,6 million contracts
120 million pages / year
13 million envelops
1200 DOPE user, DOPE/mobile rolled out on >40.000 PCs
07.07.2015
© icon Systemhaus GmbH
The Augsburger Aktienbank AG project
Augsburger Aktienbank AG
Securities and stock brokerage, credit business Hauptsächlich
• 250.000 customers
• 120 DOPE-user
• 600 Online-documents per day
• 7000 Batch-documents per day
• 120.000 account statements at the end of the month
• 250.000 account statements at the end of the year
• Since November 2010 everything new including new H/W and
software plus DOPE
• 2,5 Jahre project work
07.07.2015
© LVM Versicherung Dope-Anwendertreffen 2011
© icon Systemhaus GmbH
Technology of Centralized Document Production
A real case:
„Bulk (mass-) letter generation at GEZ“
GEZ is a state organization to collect the monthly radio & TV fees from more
than 40 million licensees and is a DOPE user. To get out the letters in the
shortest possible time is key.
GEZ was looking for a new document generation system capable to produce
1.0 million pages per hour. DOPE not only surpassed the benchmark, DOPE
is producing 1.0 million pages in 15 minutes.
 GEZ 2008
07.07.2015
© icon Systemhaus GmbH
Technology of Centralized Document Production
Other real life examples:
LVM insurance, Münster
up to 100.000 interactive documents per day
up to 1.0 million automatic output documents per day !
ADAC, the largest automobile club in Europe
17 million members have to managed by DOPE,
1000 user
GAD computing and output center for 5,000 Volksbanken
07.07.2015
© icon Systemhaus GmbH
The cost of a personalized business document
Business
Application
Manually:
Document
creation
Printing
5.00 €
Word etc.
0.20 €
Office Printer
Enveloping/
Stamping
Sending
2.00 €
manual
handling
1.00 €
internal
post office
This means a total of more than 8.00 € without TCO, postage, envelope
Some of our customers create up to 100,000 interactive documents…
…per day!
07.07.2015
© icon Systemhaus GmbH
The cost of a personalized business document
Business
Application
Document
creation
Printing
Manually:
5.00 €
Word etc.
0.20 €
Office Printer
Enveloping/
Stamping
Sending
2.00 €
manual
handling
1.00 €
internal
post office
This means a total of more than 8.00 € without TCO, postage, envelope
DOPE Assisted: 2.00 €
DOPE
0.02 €
0.08 €
0.02 €
High Volume enveloping
collection
Printer
machine
A total of about 2.00 € without TCO, postage, envelope etc.
and an additional 20% postage discount
Some of our customers create up to 100,000 interactive documents…
…per day!
07.07.2015
© icon Systemhaus GmbH
Qualification summary
Look for 3 matches Immediate req.
1. Is Your company using more than one system to create multiple types of business
documents (e.g. letters, invoices, contracts, transaction documents, forms)?
2
SAP Output
module
IBM ASF
2. What percentage of your line of business documents are generated using PC text
processors (like Word, Open Office etc.)?
5%-10%
10%-15%
3. What percentage (or volume) of line of business documents in your organization are
printed on local or department printers (instead of a centralized print shop)?
5%-10%
10%-15%
2%
6%
• If so, how many and what are the top 3 systems used?
3+
4. Do your line of business IT users sometimes need manual steps or changes between
systems to create a business document?
• If so, please quantify roughly how much (percent of time for document creation,
percentage of volume of documents, etc)
07.07.2015
© icon Systemhaus GmbH
Qualification summary
5. Would you like to send more electronic documents to your customers or business
partners but are constrained by current systems?
Y
Yes immediate need
>€500k
>€4m
>2 pa
>4 pa
Y or >2 weeks*
Y or >2 months*
No
No, immediate need
6. Did your organization ever send documents to customers that contained outdated
document headers, footers, forms, logos etc.?
• If so, what was the approximate cost and impact?
• How often does this happen?
7. Do you think the development and change of document templates takes too long or is
not flexible enough?
• If so, what are the top 3 factors that are constraining the organization in this regard?
8. Are you completely satisfied with the look, style or layout of your business documents?
• If so, what are the top 3 factors that are constraining the organization in this regard?
07.07.2015
© icon Systemhaus GmbH
Qualification summary
>250 (1 language)
9. Approximately how many users are there for Document and External Content Systems? >100 (2 language)
1000+ (or multilingual)
• Structured (eg Bulk Print – financial statements, marketing materials)
• Interactive (eg business correspondence, HR benefits books, group policies)
• On-Demand (eg web-to-print, online quotes, point-of-service customer docs, order
confirmations)
• Total
10. What is the volume of documents created annually?
>500k
>5m
• Paper based
• Electronic only
• Mix of Paper and Electronic
07.07.2015
© icon Systemhaus GmbH
Qualification summary
Look for 3 matches
Immediate req.
1. Is Your company using more than one system to create multiple types of business documents (e.g.
letters, invoices, contracts, transaction documents, forms)?
• If so, how many and what are the top 3 systems used?
2. What percentage of your line of business documents are generated using PC text processors (like
Word, Open Office etc.)?
3. What percentage (or volume) of line of business documents in your organization are printed on local
or department printers (instead of a centralized print shop)?
4. Do your line of business IT users sometimes need manual steps or changes between systems to
create an business document?
• If so, please quantify roughly how much (percent of time for document creation, percentage of volume of documents, etc)
5. Would you like to send more electronic documents to your customers or business partners but are
constrained by current systems?
6. Did your organization ever send documents to customers that contained outdated document headers,
footers, forms, logos etc.?
• If so, what was the approximate cost and impact?
• How often does this happen?
7. Do you think the development and change of document templates takes too long or is not flexible
enough?
2
3+
SAP Output module
IBM ASF
5%-10%
10%-15%
5%-10%
10%-15%
2%
6%
Y
Yes immediate need
>£500k
>2 pa
>£4m
>4 pa
Y or >2 weeks*
Y or >2 months*
• If so, what are the top 3 factors that are constraining the organization in this regard?
8. Are you completely satisfied with the look, style or layout of your business documents?
No
No, immediate need
• If so, what are the top 3 factors that are constraining the organization in this regard?
9. Approximately how many users are there for Document and External Content Systems?
>250 (1 language) >100 (2
language)
1000+ (or multi-lingual)
• Structured (eg Bulk Print – financial statements, marketing materials)
• Interactive (eg business correspondence, HR benefits books, group policies)
• On-Demand (eg web-to-print, online quotes, point-of-service customer docs, order confirmations)
• Total
10. What is the volume of documents created annually?
>500k
>5m
• Paper based
• Electronic only
• Mix of Paper and Electronic
07.07.2015
© icon Systemhaus GmbH
Qualification summary
DOPE is the modern way to customer communication and
at the same time it improves your business situation and
reduces your cost tremendously. In other word you become
more competitive in a world where your competitor is just a
mouse click away.
THANK YOU
07.07.2015
© icon Systemhaus GmbH
Контактная информация
Юрий Сайгин
Руководитель
Предпринимательского отдела
компании РДТЕХ
Wolfgang Prassl
Chief Operation Officer
ICON International
Software Distribution and Services AG
[email protected]
Тел.: 7 (495) 995-09-99
www.rdtex.ru
[email protected]
Тел.: +43 1 99 460 6608
www.icongmbh.de