Kofax Digital Mailroom Webinar IDC Slides v4

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Copyright 2009 IDC. Reproduction is forbidden unless authorized. All rights reserved.

Optimizing Document-IntensiveBusiness Processes:

Time for the Digital Mailroom?Melissa Webster, Program Vice PresidentContent & Digital Media Technologies

IDC

June 19, 2009


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2009 IDC 2

Agenda

Automating document-intensive business processes Use cases Capture & image management market growth

Business drivers for capture, classification andextraction

Big gap in practice: what customers tell us

Rethinking the broader workflow: digital mailroom


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2009 IDC 3

Document-intensive business processes

Engineeringchange ordermanagement

Plantmanagement

New drugapplication

Claimsprocessing

Crimeinvestigation

Patient recordsmanagement

Doctorcredentialing

New employee

onboarding

Grantmanagement

Warrantymanagement

Patent andcopyrightmanagement

Contractmanagement

Customer care,call center support

Invoice processing

eGov case

management,entitlements

New accountopening

Retirementplan

processing


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2009 IDC 5

Front-office capture enables dozens ofbusiness processes

Engineering

change ordermanagement

New drugapplication

Patient recordsmanagement Doctor

credentialing

New employeeonboarding

Grantmanagement

Warrantymanagement

Patent andcopyrightmanagement

Contractmanagement

Customer care,call center support

Invoice processing

eGov casemanagement,entitlements

New accountopening

Retirementplan

processing

Projectmanagement

Recruitment

Plantmanagement

Cross/up-sell

RPI/RFP/RFQmanagement

New accountopening

Commercialleasing

Partnertransactions

Clinical trialsnotifications

Crimeinvestigation

Courtscheduling

Compliancetraining

Patientdischarge

Claimsprocessing

Expeditedorders

Returnauthorizations

Quote to ship

Materialssafety

Contractormanagement

Loanorigination

Resellerenrollment

Agentaccreditation

Employeeaccidents Money

Transferinvestigations

Trade confirms

Policymanagement

MRO

Evidenceproduction

Paymentconfirmations


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2009 IDC 6

Evolution of capture in the enterprise

Beyond

Back-office capture scan to archive (compliance,retention, optimizing on-premise storage, etc.) capture marksthe end of the business process

toFront-office capture scan-enabled applications capture

takes place at the beginning of a given workflow, so it candrive the business process


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Evolution of capture in the enterprise

And beyond

Simple capture and imaging

to

Sophisticated classification and extraction capabilities thatenable documents to be automatically identified, sorted, androuted, and that enable information in the document toautomatically drive one or more business processes


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Capture/image management softwaremarket revenue growth

0

1

2

2007 2008 2009 2010 2011 20124

6

8

10

12

C&IM RevenueC&IM Growth

$B %

Source: IDC, Worldwide Capture & Image Management 2008-2012 Forecast and Analysis, #215520, Dec. 2008


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0

50,000

100,000

150,000

200,000

250,000

300,000

2005 2006 2007 2008 2009 2010

0

10000

20000

30000

40000

50000

60000

70000

EnterpriseInformation (PB)No. of "Files" (T)

Organizational Information Unit Growth WW(Petabytes) # Files (T)

Information overload

Amount of information created / replicated within enterprisesby bytes and number of files,e.g., images, voice packets,RFID signals, computer files

Source: Expanding Digital Universe, IDC, 2008


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What do information tasks cost theenterprise?

TaskHours per

weekAnnual cost per

workerEmail: read and answer 13 $20,990

Search/gather information 8.8 $14,209

Analyze information 8.1 $13,078

Communicate/collaborate within organization 6.4 $10,333Manage projects 6.2 $10,011

Create content 6 $9,688

Communicate/collaborate with customers,suppliers, etc. 5.2 $8,396

Manage people 4.4 $7,104

Data entry and other structured tasks 4 $6,458

Publish information 3.7 $5,974

n=706; based on an annual salary of $75,000 with benefitsSource: IDC Information Worker Productivity Studies, 2008-2009. there's an additional fee for that, and


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Business Drivers for Investing inCapture/Imaging

0 20 40 60 80 100

Reducing paperfiling/storage

Reducing costs

Reducing errors

Improving informationsharing

Reducing processingcycle time

Ensuringcompliance/auditability

Improving visibility intobusiness process

Improving litigationpreparedness

Q. Which of the following are important business drivers for your organization

in terms of investing in capture/imaging of business documents?

n=97, organizations w/ 2,000+ employees (total sample n=308); multiple responses allowed.Source: November QuickPoll Document Processes, IDC's Enterprise Panel, November 2008

% of respondents


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Still a big gap in practice today

Even in large organizations, most paper-based processesare still largely manual

Scan-enabled business processes dont always leverageclassification and extraction for full business efficiency

And what about electronic information? We have similarneeds for classification and extraction

This is especially true for the digital mailroom: our researchshows few organizations have taken advantage of capture,classification, and extraction to automate the document flowfrom the mailroom out


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How Paper-Based Documents/Forms AreCaptured/Processed

0 20 40 60 80 100

Departments scan business-criticaldocuments into a CMS

Have one or more automated systems thatelectronically extract information from

scanned documents

All paper-based document processing ismanual today; information is manually keyed

Use barcoded hard-copy forms to helpautomate some of the data

capture/processing

Incoming mail is scanned (digitized) at themailroom, classified, and then distributed

electronically

Q. Which of the following describe how paper-based documents/forms

are captured/processed at your organization?


% of respondents

Only 13%


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How Electronic Documents/Forms AreCaptured/Processed

0 20 40 60 80 100

We are using electronic forms to captureinformation directly into our enterprise

applications and reducing/eliminating dataentry/keying

We have automated systems that extractdata from electronic documents of different

types, and help to automate data entrytasks

We have automated systems that classifyincoming electronic documents and route

them to appropriate departments

We have automated systems that classifyemails and mark them as records, according

to rules

Q. Which of the following describe how electronic documents/forms

are captured/processed at your organization?


% of respondents

Only 27%


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Evolution of capture

From

Back-office capture scan to archive (compliance, retention, optimizingon-premise storage, etc.) capture marks the end of the business process

and

Front-office capture scan-enabled applications capture takes placeat the beginning of a given workflow, so it can drive the business process

to

the mailroom putting capture, classification, and

extraction to work to automate the processing(classification, extraction, routing) of all of theorganizations paper and electronic documentsultimately initiating the business process at the mailroom!


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Summary

Huge opportunity to automate document-intensive business processes: Cost savings from more efficient, consistent, error-free processes Improved visibility into processes for continued process improvement Reduced risk, improved compliance controls More agile enterprise

Improved information worker productivity Improved customer support

THE ROI IS COMPELLING!

Moving capture/imaging, classification, and extraction up earlier in theprocess helps maximize ROI and assure these benefits

The process needs to start at the mailroom