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5 Stages of Enterprise Capture – Are You Capturing the Enterprise?

Executive SummaryCapture is too often thought of as a solution to a department-specific problem,

when it should be viewed as an enterprise-wide strategy to capturing documents

and data, and capture-enabling end-to-end business processes. When viewed in

this way, organizations stand to gain the most value from their capture and BPM

(Business Process Management) investments, including achieving more efficient

business processes, lower operating costs, better data quality, and reduced risk of

compliance faults.

This paper describes five stages of Enterprise Capture: Image Capture, Content

Capture, Front Office Capture, Point of Origination™ Capture, and

Capture Enabled BPM™. You will learn the characteristics of these stages and

what to look for when evaluating available systems. You will also learn how Kofax

provides market-leading products and solutions that address each of these stages.

This paper will help you understand where your organization is in terms of

enterprise capture readiness, and where it needs to be to maximize the value and

return on your existing capture and BPM investments.

Kofax White paper

Capturing the Enterprise What is Enterprise Capture? What does it mean to capture the enterprise? Typically

companies start out on their capture journey by solving a

specific departmental problem. Take the Accounts Payable

process for example. The AP department processes many

invoices and supporting documents. Each document provides

critical data required by an ERP system. A capture system is

deployed to automatically read data off an invoice and enter

it into an ERP workflow for approval or payment. The capture

system is designed and deployed for that specific purpose:

a single department in a single location, executing a single

process capturing a single document type from certain

document sources (e.g. fax, mail, email), processing it using

document-specific technologies, and sending it to a specific

backend system or process.

Enterprise Capture is the application of capture technologies in

view of the needs of the entire enterprise: multiple

departments, customers or suppliers, in multiple locations,

executing multiple processes capturing various document types

from many different sources, processing them using a wide

range of technologies, and sending them to whatever backend

systems or processes are required—all in a single enterprise-

level platform.

The more of these capabilities your capture system provides,

the more enterprise-ready your system is, the more problems

you will solve, and the more benefits and return on investment

you will receive.

Why Enterprise Capture?Many businesses are challenged by:

•Poor customer and supplier service caused by slow business

processes

•High document sorting and data entry costs

•Low data quality and availability

•Exposure to compliance risk arising from data security issues,

lost documents and data errors

•High document shipping costs and on-site document storage

costs

These challenges mean businesses are always looking for ways

to optimize their processes, improve customer service, reduce

costs, and minimize risk. In fact, Gartner identifies the top 3

business priorities of CIOs as improving business processes,

reducing enterprise costs, and increasing the use of information/

analytics. Looking ahead, CIOs project one of the top 3 priorities

in 2013 will be “attracting and retaining new customers.”1 These

priorities are where Enterprise Capture can help.

Anyone

AnywhereAny Destination

Any Document

Any Source

Any Process

Enterprise Capture

White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 2

1Source: Gartner, The 2010 Gartner Scenario: The Current State and Future Directions of the IT Industry, June 14, 2010

The Benefits of Enterprise CaptureThe full value of Enterprise Capture is evident when tracing the

flow of information throughout an enterprise. When information

enters an organization, Enterprise Capture systems automatically

capture, extract, validate and classify it through

Touchless Processing™; then make it available to the

right people, processes or systems at the right time,

in the right format in order to initiate or continue

critical business processes. Whether information

originates in the form of paper, fax, email, SMS, XML

or PDF format, the time required to understand and

decide what to do with the information is drastically

shortened – regardless of whether the ultimate

destination is a line of business application, content

repository, ERP or CRM system, or Microsoft®

SharePoint®. Throughout the process, the potential for

human error is minimized or eliminated.

Enterprise Capture can help organizations:

•Lower operating costs

•Improve customer service

•Increase efficiency

•Enhance productivity

•Adopt more agile processes

•Speed processing

•Reduce processing exceptions

•Improve data quality and availability

•Ensure regulatory compliance

•Do all this with a 12 - 24 month ROI

On the topic of ROI, a 2010 AIIM study asked 305 respondents,

“What payback period would you say you have achieved or

are likely to achieve from your investments in scanning and

capture?” Here are their responses:

0% 5% 10% 15% 20% 25% 30%

6 months or less

9 months

12 months

18 months

2 years

3 years

More than 3 years

40% achieveROI in 12months or less

74% within 2 years

CaptureBPM

Organizations are investing in projects with proven ROI, and

enterprise capture is a leading example. When asked, “Which

two aspects provided the best financial return on your capture

and/or BPM investment? (max 2),” they responded with:

Clearly, enterprise capture provides the returns that justify the

investment, as the system optimizes process productivity and

quality, and improves knowledge sharing and customer service.

Introduction to the Five StagesEnterprise Capture can be viewed in five stages, or use cases:

1. Image Capture – capturing documents in order to send to a

storage system for sharing, archiving, or retrieval

2. Content Capture – capturing data from documents, as steps

in a business process

3. Front Office Capture – capturing documents/data from a

branch or remote office location and sending to a central

capture server for further processing or storage

4. Point of Origination™ Capture – capturing documents/

data at the earliest point in time—when the document was

originated—and sending to a central capture server for

further processing or storage

5. Capture Enabled BPM™ (Business Process Management) –

managing business processes that contain Image Capture or

Content Capture steps

Now let’s take a brief look at each of these stages.

0% 5% 10% 15% 20% 25% 30% 35%

Improvements to process productivity

Improvements in process quality andconsistency

Better knowledge sharing and access

Faster response and better customerservice

Reduction in paper usage and transportation

Reduction in office space

Reduction in data-entry keying costs

Greater staff flexibility and remote working

Reduction in legal discovery costs

Reduction in costs of complianceinfringements

Ability to outsource/ offshore

Processproductivity andquality

Then knowledgesharing andcustomer service


Stage 1: Image CaptureImage Capture is the capturing of documents in order to send

to a storage system for sharing, archiving, or retrieval. These

systems usually sit in the back office (whether centralized or

distributed geographically), process high volumes or batches

of documents each day with a production scanner, and are

operated by dedicated, trained personnel. Examples of Image

Capture include electronic backfile conversion of paper in

filing cabinets or long-term document storage, scanning to

SharePoint for collaboration purposes, or records management.

Product ConsiderationsMake sure you consider these top 5 product capabilities when

evaluating Image Capture systems:

1. Importing: System should import from virtually any source

(email, fax, desktop scanner, production scanner, MFP, XML,

PDF, Office doc, etc.)

2. Workflow: System should provide simple out of the box

workflows that are also customizable and flexible for complex

capture processes

3. Monitoring and Reporting: System should provide

server health, batch monitoring, and automation and user

productivity reporting for all components

4. Enterprise platform and scalability: System should

provide a single platform for all capture stages; support both

centralized and distributed capture models; be scalable to

millions of documents per day; and provide redundancy/

failover capabilities

5. Enterprise Ready: System should easily integrate with any

backend system or process

Case Study:

North Carolina State Employees Credit Union – Loan Document Imaging

Challenges North Carolina State Employees Credit Union handles

three-quarters of a million loans with an average of four

documents per loan transaction. They have multiple

branches across the state, and needed a way to

transition away from hardcopy files and filing stations

due to lost files in transit between branches. They

needed all loan documents electronically captured,

stored in one central location and easily accessible by

employees in real-time from any location. The Credit

Union implemented a distributed Image Capture solution

for loan processing using Kofax Capture.

ResultsA total of 700,000 loan documents have been captured

and made available to branch employees. The system

has also reduced inquiry response time to members due

to easier access to information. “The more we develop

this project, the more we realize that the Kofax solution

will allow us to migrate into other areas of our business.

The mortgage program is just the tip of the iceberg. The

next phase is to consolidate our paper-based forms and

capture them, along with new account opening forms

and all correspondence.” – Leanne Phelps, SECU Senior

Vice President of Card and Record Services


Stage 2: Content CaptureOn to Stage 2. Content Capture is the capturing of data from

documents, as steps in a business process. Like Image

Capture, Content Capture systems usually sit in the back office

(whether centralized or distributed geographically), process

high volumes or batches of documents and data each day with

a production scanner, and are operated by dedicated personnel.

Unlike Image Capture, Content Capture focuses more on

extraction of the data in the document, than the document itself.

Examples of Content Capture include forms processing, invoice

processing, and mailroom processing.


evaluating Content Capture systems:

1. Support for All Document Types: System should be

able to process any and all document types, whether

structured forms (enrollment forms, tax forms are examples),

semi-structured documents (invoices, bills of lading), or

unstructured documents (contracts, correspondence)

2. Automated Document Classification, Separation and

Extraction: System should use multiple methods (layout,

content, size are examples) to automatically classify and

separate documents for later data extraction, and should

extract fixed or freeform data and all print types, whether

machine print, hand print, checkbox, or barcode—all without

the need to write rules or code

3. Document and Data Validation: System should allow for

efficient, easy to use manual correction of document type

and extracted data; provide field-to-field validations; and

perform fuzzy lookups to databases and ERP systems

4. Learning Capabilities: System should be easy to configure

and maintain through the use of learn-by-example training

pre-production and continuous online learning post-production

5. Distributed Capture Capabilities: System should provide

ability to easily capture documents into a central system

from geographically distributed back office environments

Case Study:

Juniper Networks – Invoice Processing

Worldwide MetricsBefore

Content CaptureAfter

Content Capture

Invoices Processed 62,000 1,280,370

No. of AP Employees 5 12

Annual Transactions per FTE 12,400 67,387

Minutes Per Invoice 9.2 2.7

Backlog 9 Days < 3 Days

Cost per Invoice $4.72 $1.61

% of Process Automated 48% 94%


Stage 3: Front Office CaptureFront Office Capture is the capturing of documents/data from

a branch or remote office location and sending to a back

office capture server for further processing or storage. Unlike

Image Capture and Content Capture, Front Office Capture

systems are, as the name implies, located in front office line-

of-business environments with knowledge workers who often

have customer facing roles, for example Loan Officers, Patient

Administrators, Salespeople, Office Managers and Customer

Service Representatives. These knowledge workers process

smaller volumes of documents and data each day with existing

office equipment. Examples of Front Office Capture devices

include MFP-based capture, desktop scanner-based capture,

and web-based thin-client capture.


evaluating Front Office Capture systems:

1. MFP Panel Integration: System should provide a simple-to-use

device app for all common MFP manufacturers, to allow users at

the MFP to quickly submit documents to capture workflows

and business processes

2. Thin Client Scan Application: System should include a web

client for desktop users to scan, edit and submit documents

to capture workflows and business processes

3. Multiple Destinations: System should provide scan-to email,

scan-to file, and scan-to repository/ERP system capabilities,

allowing users to easily scan and route documents to

multiple destinations and co-workers

4. Administration and Security: System should provide a

single administration console that manages the capture

workflows, rules and security for one MFP or tens of

thousands of MFPs, and should provide full authentication

capabilities

5. Core Capture System Integration: System should offer

dynamic access to core capture system and “scan-to”

workflows, success/failure notifications from the capture

system, and scan history

Case Study: European Financial Services Company – Insurance Document Processing

ChallengesA large European financial services company (name withheld)

used manual account opening and claims processing

processes that were initiated by mail and fax from their 325

sales brokerage branches. Brokers were constantly calling

and seeking feedback on the status of an account or claim

on behalf of their customers, and neither the brokers nor

the company had any visibility into transaction status until

the company received and processed the documents. In

addition, documents were being lost or misplaced, causing

transaction delays and frustrated brokers and customers.

ResultsThis financial services company leveraged Kofax

Capture for their back office scanning and processing

of documents. The company then extended those

processes to their 325 brokers and broker dealers in

the field via Front Office Capture—MFPs running Kofax

Front Office Server. Now, when a customer opens a

new account or submits a claim or trailing document

to the broker, the broker simply places the completed

document on the network scanner/MFP, pushes a button,

and the document’s images and data are securely

transferred to Kofax Capture for processing—it’s really

that easy. The broker receives immediate feedback

and confirmation that the document was received by

corporate, and can inform their customer of the status.

Front Office Capture was such a success that the

company also installed Kofax Front Office Server in their

independent broker dealers for competitive advantage.

With Front Office Capture using Kofax, the company can

now provide faster account opening and improved service

for their brokers and clients.


Stage 4: Point of Origination™ CaptureNow for Stage 4, Point of Origination Capture, which is the

capturing of documents/data at the earliest point in time—when

the document was originated—and sending to a central capture

server for further processing or storage. Point of Origination

Capture systems extend the concept of Front Office Capture

to either inside or outside the boundaries of an organization,

to wherever the document originated. It only makes sense to

digitize the document as early as possible, in order to minimize

document processing time and reduce complexity.

Point of Origination Capture systems process low volumes of

documents and data, on demand, with PCs and mobile devices.

They are operated by anyone—field employees, customers,

suppliers, partners—whoever has a need to remotely capture a

document and send it into the organization. Examples of Point

of Origination Capture include a truck driver’s mobile smart

phone-based capture of a waybill, and a consumer’s capture of a

loan application from a branded web portal.


evaluating Point of Origination Capture systems:

1. Smart Phone and Tablet Capture: System should support

capture from Apple iPhones and Android phones, as well as

iPad devices and other tablet computers

2. End-User Mobile Capture Apps: System should allow for

customers to develop and deploy custom mobile capture

apps for their end-customers that integrate with their core

capture system and business processes

3. Capture-Enabled Applications or Web Portals: System

should provide ability for customers to integrate scanning

and image viewing into their branded customer/supplier/

partner applications or web portals, for an integrated user

experience

4. Administration and Security: System should provide a

single administration console that manages the capture

workflows, rules and security for one device or tens of

thousands of devices, and should provide full authentication

capabilities

5. Core Capture System Integration: System should enable

customers to use cameras in mobile phones and tablets

to capture images and then pass content to core capture

system workflows that manage it into enterprise processes,

applications and repositories

Case Study:

MDTablet – Capture-Enabled Application

Challenges The MDTablet team was challenged with how to handle all

the documents that must be brought into the system to

become part of the patient’s digital record such as referral

letters, lab results, x-rays, insurance cards, etc. Once the

documents were brought into the system, medical staff

needed the additional ability to annotate these images.

Results“It was estimated it would take at least several months to

implement the basic imaging needs of our product. Our

business is providing medical software, not developing

imaging solutions. The Atlasoft DotImage Document

Imaging suite [DotImage Enterprise] allowed us to stay

focused on our core business and with very little work,

implement all our imaging needs.

“The DotTwain component allowed us to easily create

an interface for our users to scan their documents.

Within the DotImage component library, the easy to use

ThumbnailViewer and ImageViewer controls allowed

us to create an intuitive display for displaying our digital

images. Finally, with the DotAnnotate component, we

could provide our users an easy way to annotate their

images. The Atalasoft DotImage Document Imaging suite

[DotImage Enterprise] was truly a complete imaging

solution for our needs.” – Tim Cummings, Development

Manager of MDTablet


Stage 5: Capture Enabled BPMTM

The fifth and final stage, Capture Enabled BPM, is the managing

of business processes that contain Image Capture or Content

Capture steps. Capture Enabled BPM dynamically manages

the flow of the information throughout the enterprise, enabling

organizations to not only automate the process of capturing

information, but also design business processes around it.

Capture Enabled BPM systems have both front office and back

office components, execute many processes each day with the

help of other enterprise system integrations (email and CRM,

for example), and are used by knowledge workers for

completing their work in a more efficient, orderly and

predictable manner. These BPM systems manage processes

that frequently require document capture, whether initially (a

customer sends in an application form to obtain a new home

loan), or later in the process (same customer sends in

supporting documentation requested by the loan underwriter).

Capture Enabled BPM can automate and manage the flow of

information throughout the entire customer engagement

lifecycle, from onboarding (e.g. a new account opening or

admissions application) to order transaction (e.g. loan

underwriting or insurance claims processing) through to

customer service and correspondence (e.g. portfolio

management or customer complaints).


evaluating Capture Enabled BPM systems:

1. Supports All Aspects of BPM: System should include

capabilities like process design, execution, monitoring and

optimization

2. Single Platform for BPM/DCM: System should support both

predictable processes (BPM) and unpredictable processes

(Dynamic Case Management) in a single platform

3. Easy to Configure and Maintain: System should take days

or weeks, not months, to configure, and should be easily

updated when processes inevitably change

4. Enterprise Ready: System should allow processes to

be easily used with other enterprise systems used by

knowledge workers, including CRM, ECM, email and IM

5. Core Capture System Integration: System should tightly

integrate all capture aspects (for example: extract, validate)

for use as discrete steps in the defined business process

Case Study:

JPMorgan – Client On-BoardingImplemented using the Kofax TotalAgility BPM product,

JPMorgan’s new Client On-Boarding process ties together

multiple internal departments and systems across

disparate geographies, enabling a high-performance team

to efficiently and effectively bring new clients on board.

The resulting metrics are astounding:

•80% reduction in Client On-Boarding cycle time

•50% reduction in management overhead

•40% increase in throughput capacity

•>60% of manual steps eliminated

•Improved visibility of Client status in On-Boarding process

•New ability to capitalize on lessons learned in every

previous Client On-Boarding


Which Stage Best Reflects Your Organization?Now that you are familiar with these stages of enterprise capture, which stage do you think best reflects your organization? Note

characteristics can be shared between stages, and you may find that your organization reflects a combination of multiple stages,

depending on the department or application.

Where would you like your organization to be in this chart?

Enterprise Capture Stages Image Capture Content Capture Front Office Capture Point of Origination Capture Capture Enabled BPM

What is Captured Documents Data Documents and Data Documents and Data Documents and Data

Capture Destination Storage Step in Process Step in Process Step in Process Step in Process

PurposeDocument Sharing, Archiving/

RetrievalCentralized or Distributed Data

Capture/ProcessingBranch or Remote Office Data

Capture/ProcessingRemote Capture, Customer Capture Process Automation

Capture Location Back Office Back Office Front Office Wherever document originated Back and Front Office

Paper/Process Volume High High Low-to-Mid Low Varies

Capture/Process Equipment Production Scanners Production ScannersMFPs, Desktop Scanners,

PC Web ClientsMobile Smart Phones, Tablets,

PC Web ClientsAny Device

Operator Capture Specialist Capture Specialist Knowledge Worker Anyone Knowledge Worker

Application ExamplesElectronic Backfile Conversion,

Scanning to SharePoint, Record Management

Forms/Invoice/Mailroom ProcessingBank Branch Employee Capture

of New Account FormsMobile Capture of a Waybill,

Web Portal Capture of a Loan App

New Account Opening, Admissions App, Insurance Claim,

Customer Complaint

Time to process Days to Weeks Days to Weeks Hours Minutes Varies

Business Value Increase

Where is Your Organization? Capturing Documents Capturing Data Enabling Branch and Remote Offices

Enabling the Field and Customers

Automating Entire Business Processes

Combining Stages for Maximum ResultsOrganizations typically begin their capture journey with Image

Capture solutions, and after successful implementations, branch

out into other capture stages to achieve additional business

value. The end result is a combination of the various stages to

meet specific business needs within the enterprise. Take ABC

Bank for example:

•ABC Bank’s HR and Legal departments use an Image Capture

system to store employee onboarding and vendor contract

documents.

•ABC Bank’s AP department uses a Content Capture system

to extract data from thousands of invoices received weekly

for automatic transmission to their invoice coding/approval

processes and ERP systems.

•Personnel from an ABC Bank branch employ a front office

capture system by using the office MFP to capture new

account applications, including savings, credit card, and

mortgage, for further processing.

•ABC Bank customers use their smart phone to capture and

transmit additional personal documents required by the

mortgage underwriting department.

•ABC Bank implements Capture-Enabled BPM for their invoice

processing, mortgage processing, and new account opening

business processes, each of which include steps to capture

initial and trailing documents required by the process.


Kofax Delivers Enterprise Capture Number one in the batch image and batch transaction capture

markets in 20102, Kofax delivers enterprise capture and capture-

enabled BPM solutions. For 25 years, Kofax has provided award

winning solutions that manage the capture and streamline the

flow of business critical information throughout an organization

in a more accurate, timely and cost effective manner. These

solutions provide a rapid return on investment to thousands of

customers in banking, insurance, government, business process

outsourcing and other markets. Kofax delivers these solutions

through its own sales and service organizations, and a global

network of more than 800 authorized partners in more than 70

countries throughout the Americas, EMEA and Asia Pacific.

Kofax offers products that address all stages of enterprise

capture discussed in this paper:

•Image Capture – Kofax Capture for document capture, and Kofax

VRS for image enhancement

•Content Capture – Kofax Transformation Modules for document

classification and data extraction,

Kofax e-Transactions for electronic invoice capture,

Kofax Communication Server for inbound/outbound customer

communications

•Front Office Capture – Kofax Front Office Server for MFP-based

capture

•Point of Origination Capture – Kofax Mobile Capture for smart

phone and tablet capture, and Kofax DotImage Enterprise for

enabling web portals with scanning and image viewing

•Capture Enabled BPM – Kofax TotalAgility for BPM/DCM,

Kofax MarkView for AP invoice workflow automation

Learn MoreTo learn more, contact your local Kofax sales or partner

representative today or visit www.Kofax.com.


© 2012 Kofax, Inc. All rights reserved. Kofax, the Kofax logo and VirtualReScan (VRS) are trademarks or registered trademarks of Kofax, Inc. in the U.S. and other countries. (05.2012)

2Harvey Spencer Associates

(The 2011-12 Worldwide Market for Document Capture Software, July 2011)