Wolfgang Prassl Executive Board Member ICON International Software Distribution and Services AG

24.04.23© icon Systemhaus GmbH

Technology of Centralized Document Production:Process-Integrated Customer Communication

Documentation and Output Management

Wolfgang PrasslExecutive Board Member

ICON International Software Distribution and Services AG

© icon Systemhaus GmbH24.04.23

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 rule-based text blocks for the automatic and interactive production of highly personalized business documents (correspondence, policies, contracts...).



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.



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



• According to Forrester , what does it mean ? It means that enterprises must

• consistently manage and deliver output for structured, interactive, and on-demand 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



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 on-demand applications.*

* according to Forrester



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



• 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



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


Old technology / Legacy SystemText-admin

Building savings

Württ.Bank

ASF 3.3 PBP / ASF

PBP / ASF

eig. PGME(Assembler)

KAInsurance

Württ.Insurance

Data retrieval(Documents-

logic)

Textediting Formatting

Distribution(Copies-- + dispatch,

conversion)

Post Processing(Frankiing +

Postage opt..)

Printing

ASF 3.3

ASF 3.3

ASF 3.3

WAA/TSO WAA Dasi

TSO/DCF

PBP / ASF

PBP / ASF

DOPE/Dialog

ASF 3.3 (native)

DOPE/Dialog

ASF 3.3 (native)

ASF 3.3 + DI02

ASF 3.3 + B55

DCF

DCF

DCF

DCF

DOPE/Compose

CTV NV + DBP

BOM + CTV NV + DBP

KA NV +CONTROL D

BSW NV + DBP

WBP NV + DBP

CONTROL D

POSY

POSY

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.

Release of the print data stream

to the physical printing

WAA (Korrespondenz)

DOPE/Compose

Archive

RF-Syst.

Cont.Man.

Cont.Man.

Cont.Man.

Vorg.Historie

Cont.Man.


Target Technology / Output Management

Text-admin

Buildingsavings

Württ.Bank

KAInsurance

Württ.Insurance

Data retrieval(Documents-

logic)

Textediting Formatting

Distribution(Copies- + dispatch,

conversion)

Post Processing(Frankiing+

postage opt..)

PrintingArchive

DO

PE

/ Adm

in

DO

PE

/ Framew

ork

DO

PE

/ Dialog

DO

PE

/ Com

pose

DO

PE

NV

+ DB

P

PO

SY

(?)

Release of the printing data stream

to the physical printing

Content M

anager


Document Creation as a Service of the Application Framework

Application Framework

BusinessApp. 1

BusinessApp. 2

BusinessApp. 3

Doc. 1 Doc. 2 Doc. 3

Application Framework

BusinessApp. 1

BusinessApp. 2

BusinessApp. 3

Document Output Infrastructure



A real case: Industry: BankingCountry: ItalyStructure: 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.



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


© LVM Versicherung Dope-Anwendertreffen 2011

The Augsburger Aktienbank AG project

Augsburger Aktienbank AGSecurities 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

© icon Systemhaus GmbH24.04.23 GEZ 2008

A real case:A real case:

„„Bulk (mass-) letter generation at GEZ“ Bulk (mass-) letter generation at GEZ“ GEZ is a state organization to collect the monthly radio & TV fees from more 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 than 40 million licensees and is a DOPE user. To get out the letters in the shortest possible time is key.shortest possible time is key.

GEZ was looking for a new document generation system capable to produce 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 1.0 million pages per hour. DOPE not only surpassed the benchmark, DOPE is producing 1.0 million pages in 15 minutes.is producing 1.0 million pages in 15 minutes.




Other real life examples:

LVM insurance, Münster

up to 100.000 interactive documents per dayup to 1.0 million automatic output documents per day !

ADAC, the largest automobile club in Europe17 million members have to managed by DOPE, 1000 user GAD computing and output center for 5,000 Volksbanken


The cost of a personalized business document

BusinessApplication

Documentcreation Printing Enveloping/

Stamping Sending

Manually: 5.00 € 0.20 € 2.00 € 1.00 € Word etc. Office Printer manual internal

handling 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!


The cost of a personalized business document

BusinessApplication

Documentcreation Printing Enveloping/

Stamping Sending

Manually: 5.00 € 0.20 € 2.00 € 1.00 € Word etc. Office Printer manual internal

handling post office

This means a total of more than 8.00 € without TCO, postage, envelope

DOPE Assisted: 2.00 € 0.02 € 0.08 € 0.02 € DOPE High Volume enveloping collection

Printer machineA 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!


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 3+

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%

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) 2% 6%



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

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? >€500k >€4m

• How often does this happen? >2 pa >4 pa

7. Do you think the development and change of document templates takes too long or is not flexible enough? 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



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 3+

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%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) 2% 6%5. Would you like to send more electronic documents to your customers or business partners but are constrained by current systems? Y Yes immediate need6. 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? >£500k >£4m • How often does this happen? >2 pa >4 pa7. Do you think the development and change of document templates takes too long or is not flexible enough? Y or >2 weeks* Y or >2 months*


8. Are you completely satisfied with the look, style or layout of your business documents? No No, immediate need


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



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

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