Click, capture, case—done

The simplicity of a customer-centric approach for document capture and case management

Senior Offering Manager, IBM

If you attended a recent IBM Content 2016 event, you likely have heard my colleague, Neil Parrott, talking about how our customers are using IBM Datacap, IBM Case Manager and other IBM technologies to help them become more customer-centric. Don’t worry. Plenty of IBM Content 2016 events are upcoming; see when one is coming your way.

In the meantime, here are some interesting examples Parrott shared about how customers are applying analytics to all sorts of information to run smarter, faster and more competitive businesses than ever. He also imparted some examples of how a workflow can be turned on its ear by changing where and how information is collected and processed, and what new approaches can be used to find information inside business documents. Consider the first part of the latter example—the where and how.

Providing an easy “wow” factor

Distributed capture means leveraging easy-to-use, common devices to capture business information as close to the customer as possible—often in a self-serve model. Think of the applicability in something such as a warranty registration process for a dishwasher. Customers can use a smartphone to simply snap a picture of the product label; the mobile app reads the barcode, and right on the device extracts information such as the appliance model and serial number. Customers add their name and maybe their address, press Submit and the process is done. It becomes a “that was easy” moment. The task was fast, simple and convenient, becomes entrenched in a customer’s mind and defines the customer’s impression of how easy it is to do business with the organization. Check out a demo of this scenario.

Another complementary approach is to use a multifunction device (MFD or MFP) to enable staff in remote or branch offices to capture, verify and digitize documents directly, instead of shipping paper back to a service center for scanning. Using IBM Datacap, and Encapture from Imagine Solutions, users can securely sign into the device and follow simple-to-use menus that guide them through adding specific documents. From finding missing pages to validating signatures, the combination of Datacap and Encapture can ensure that the document package being submitted is correct and verified, and that a case is in flight before the customer leaves the office.

This use case is really important because capture is not a stand-alone application. The whole purpose of capturing documents is to use the data they contain more efficiently than ever somewhere in the business to get information to the right people as quickly as possible. Providing superior customer service at all phases of the customer lifecycle enables you to win customers and keep customers, but you need a platform for taking action on the content you have digitized. That’s where case management comes in. Case management provides a framework for working with content, applying analytics for insights and taking the next-best action on those insights.

Offering tools for enhanced customer experience

Out-of-the-box integration of capture and case management enables IBM to be well positioned to help organizations deliver solutions that help them work smarter by capturing content and putting it in the right places. It also enables making sure that the right people can access it from anywhere. Taking a customer-centric approach requires the right tools for working smarter than ever in the digital era, and IBM has the leading capabilities and expertise to help you transform your business.

And this approach means you can have a big impact on customer satisfaction—and on the bottom line. We love the example of Union Bank, which you can read up on. This example demonstrates how the bank accelerated its business and reduced the cost of distributed capture of documents collected in their branches by feeding processes driven by IBM Case Manager. Reducing workflow time from months to weeks cost-efficiently? That’s what we mean when we say click, capture, case and done.