ISIS Papyrus
ISIS Papyrus

ISIS Papyrus

Banking and Finance

Banking and Finance

Insurance and Healthcare

Insurance and Healthcare

Telecom

Telecom

Utility

Utility

Public Organizations

Public Organizations

Service Bureaus

Service Bureaus

Manufacturing

Manufacturing

Retail

Retail

ISIS Papyrus

Related Fact Sheets (PDF)

pdfSOA in Action: Central Document Factory
English German Italian French Spanish

pdfAutomated Document Factory (ADF)
English German Italian French Spanish

pdfCase Management
English German Italian French Spanish

 

more Papyrus Fact Sheets...

Related Information

TI CorrespondenceInsurance Correspondence

Transforming the claims process to maximize customer service

Case Study: Insurance corporations streamline their claims operations

TI Webapplications Web Applications

Papyrus WebPortal puts user interactive Ad Hoc and On Demand business document generation into the hands of the business user

FR Worldsclass DocumentsWorld Class Business Documents

Dynamic Personalized 1:1 Customer Communication

FR CorrespondenceCorrespondence

Papyrus Objects
Enterprise Document Integration®

TI eDocumentsTurning Green into Gold -
eCommunication

PAPYRUS APPLICATION REPORTS:
Digital Insurance Documents, Internet Banking, Electronic Bill Presentment

TI Inbound Mail ProcessingInbound Mail Processing

Intelligent Classification and Automated Distribution

 

ISIS Papyrus enables your incoming mail to flow.

Customer Response Management

Rule-Driven Customer Response Framework

TI WebRepositoryInside Papyrus WebRepository

The Enterprise Communication and Business Process Platform.
A new breed of Technology.

Delivering benefits across the entire organization

PAPYRUS FOR INSURANCE AND HEALTHCARE

  • Platform
     

  • Insurance
    Apps

  • Outbound
     

  • Inbound
     

  • Output
    Management

  • Application
    Integration

  • Case
    Studies

A selection of Papyrus users worldwide

AG Insurance Belgium • Allianz Versicherung Germany, Ireland, Slovakia, Italy, Austria • Almindelig Brand Denmark • ATP Huset Hillerod Denmark • AXA Germany, Italy, UK, Japan, Belgium, Switzerland • Catalana Occidente Barcelona Spain • Chaucer Insurance UK • Cornhill Insurance UK • Wellpoint USA • Thrivent Financial USA • [click for more]

Daiwa Insurance Japan • DAS Rechtsbijstand The Netherlands • Direct Assurance France • Wellpoint USA • Euler Germany, France • Friends Provident UK • Generali The Netherlands • HDI/Gerling Germany • Grazer Wechselseitige Versicherung Austria • Great West Life Canada • Hallesche Germany • Helvetia Versicherung Switzerland, Italy, Germany, Austria • Hibernian Insurance Ireland • Hong Kong Securities Clearing Co. Ltd. Hong Kong • Jasuda Life Insurance Japan • KBC Belgium/Poland • La Luxembourgeoise Luxembourg • Legal and General Insurance UK • Lutheran Brotherhood USA • Swiss Mobiliar Switzerland • Mutualité Chrétienne Belgium • NFU Mutual Insurance UK • Nichidan Insurance Tokyo Japan • Norwich Union UK • Parion Konzern Germany • Providencia Insurance Budapest Hungary • Provinzial Versicherung Germany • Reale Mutua di Assicurazioni Italy • Rheinland Versicherung Germany • S.A.I. Societa Assicurazioni Torino Italy • Sampo Insurance Finland • Sanitas Switzerland • Societa' Assicurazioni Industriali Italy • Sparkassen Versicherung Germany • Sun Life Canada • Toro Assicurazioni Italy • Tryg Vesta Denmark • Zürich Germany, Switzerland, Spain, Hong Kong

 

 

The Papyrus Platform is much more than a collection of standard software components. Its architecture follows a thoughtfully designed blueprint that enables business applications and solutions to individual customer requirements in the insurance and healthcare industry. The takeaway for enterprises is that one robust system manages both incoming and outgoing correspondence via integrated document management working in a real-time process environment. The right components combined in an integrated system cover the complete lifecycle of your ECM/CRM applications and related communications from development to archive.

Papyrus Adaptive Process Platform

The Papyrus Platform offers a comprehensive, flexible and scalable solution based on standard software products and application frameworks. Organizations can define, measure and manage process, content and data in complex service environments with a shared customer view and customized GUIs.

 

 

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Papyrus Process and Communication Platform
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Papyrus Adaptive Process Platform
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Papyrus Standard Software: Functionality and Applications.

The mission critical business applications are built from a foundation of Papyrus standard software components.

 

 

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Papyrus System Components
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Papyrus Standard Software and Applications
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Adaptive Case Management for Insurance and Healthcare

Policy Management, Claims Processing, Customer Response Management

 

More detailed information:

Adaptive Case Management

Empowering the Knowledge Worker

 

Consolidating ECM, CRM and BPM with enterprise architecture, Papyrus Adaptive Case Management (ACM) provides the knowledge worker with a single, consolidated view of the customer.

 

 

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Single Customer View
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Papyrus Adaptive Case Management with integrated inbound and outbound correspondence (click image to zoom)

 

Papyrus Adaptive Case Management is a collaborative process of assessment, planning, facilitation and advocacy for options and services. Case management is about receiving information, delivering the right information to the right people at the right time and having the correct processes in place so that timely actions can speed resolution.


Examples: Opening or closing account, underwriting, handling claim, negotiating contracts [...]

 

 

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Papyrus EYE GUI
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Case Management Dashboard (Widgets)
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Intuitive Business Layouter
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Policy management

Monitors and speeds up the complete policy process from the creation and sign-off to the final completion in an integrated end-to-end process. Optimization of important processes for the total contract lifecycle:

  • Policy creation for agent or direct customer
  • Linking to the case-letters, documents, scanned pictures, e-mails and videos, etc.
  • Policy document generation – electronic forms
  • User authorization and compliance checks
  • Contract author uses approved contract content
  • Collaboration – multiple people can work together on a single policy
  • Delivery to agent or direct to customer

Claims processing and management

Processing claims in shorter cycles leads to better customer service and reduced cost:

  • Distributed scanning and classification of incoming requests/responses
  • Incoming and outgoing claim-relevant documents saved and stored to virtual case file (e-mails, hospital records, photos, reports, legal/court documents)
  • Automatic or manual updates to case file overview, status and checklist with latest activity and data
  • Optimization of liability process using business rules, ad-hoc activity and user-trained agent
  • Integrated letter writing (cancellation letter, notification of claim, etc.) in a browser or fat client application for the claim worker and agent
  • Efficient central output management for all case-related correspondence

Customer Response Management

Closed loop: Straight through processing – Inbound and outbound integration
Business cases are not a simplistic, flowing process but rather they're an assembly of information - such as documents, DB-records, e-mails, phone messages, memos, stickers, questions and answers and activity/action. Therefore it is essential to handle all inbound and outbound documents in one environment.

  • Achieve complete customer-focused business case automation
  • Full circle Response Management and Campaign Management
  • Enable tracking and monitoring of all incoming and outgoing mail, i.e. claims, responses…
  • Ensure that all contact with the customer is relevant and timely

 

 

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Papyrus Response Management Workflow
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Insurance business documents design and formatting

More detailled information:
Document Design and Formatting

 

Document Applications (high volume batch, online, user interactive) regardless of the kind of documents you are creating:
policies, contracts, reports, invoices, offers, business letters, claim, notices, benefit booklets
Papyrus lets you automate the highly complex documents that characterize your services.

 

 

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Consolidation - One company (click image to zoom)

 

 

The Papyrus Designer and Client/Desktop enable fast development of any type of highly personalized business document, combining data, logic, layout and resources in a single process for immediate and identical presentation on-screen and on paper. While IT defines data and complex logic, business groups can create text, tables and other content using Papyrus Desktop/WebPortal, with the same development framework for batch, online/ad-hoc and user-interactive business correspondence. Users with different roles store their definitions in the central resource collection in the object Repository. The Papyrus DocEXEC high-speed formatter generates output in AFP and PDF with indexes on 11 platforms for high-quality consistency across print, e-mail and Web delivery.

Gaining a competitive edge through fast development of personalized documents with campaign and message content created and selected by the business user.

 

 

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Insurance document samples created with Papyrus (click image to zoom)

 

Graphical definition of data variables and complex logic

Direct import for any data type and record – Cobol, XML, SAP RDI, HTML, fixed length, delimited, tagged, DCF.

 

 

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Papyrus Designer (click image to zoom)

Template creation and administration by the business department

 

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Automated Document Process Management
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Document compare and approval
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Document compare and approval
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Template Management
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Template Management
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Project Management
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Template Manager
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Content Manager
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Project Manager
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Variant Manager
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Text/paragraph compare
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Business Correspondence by business users

More detailed information: Business Correspondence/Textsystem

 

User - interactive letter writing and text administration

Claims letters, customer care letters, investment portfolio, retirement plan review, credit risk analysis, sales reports and more. Templates move through development stages to test before being available to the business user (i.e., customer relationship manager) in production.

 

Using a single approved template, the business user can request:

  • Report/letter generation for a specific customer to customize interactively by entering text and data variables in specifically defined areas and then sign-off
  • Batch production of letters to be manually enhanced and completed
  • Batch production of letters for automatic delivery without user interactivity
  • On-demand / online letter generation
  • Integration with business data through Adapters
  • Integrated multichannel output management

Interactive Business Correspondence

  • Prompting
    • Paragraphs
    • Fields & choices
  • Dynamic placement
    • Paragraphs
    • Images
  • Business data integration
  • Charts & Tables
  • Browser-enabled
  • Re-use of document template
    • Batch, Online, On-demand

 

 

 

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Letter writing and text editing using Wizards (click image to zoom)

Adaptive Business Process Management

  • Version and Change Management
  • Sign off
  • Job management

Security: User Access Management, Audit Trail and Digital Signature

Security today is often external and an afterthought. The security definition must be part of the application and therefore an integral part of the WebRepository. ­Papyrus provides auditing and access control capabilities along with Papyrus ­WebRepository functions that include hierarchical delegated administration, monitoring, digital signatures, data encryption, user authorization and authentication.

 

 

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Papyrus Platform Security (click image to zoom)

Insurance Web Forms and Webapplications

Why Use Papyrus WebPortal Capabilities for Enterprise Business Communications?

Papyrus WebPortal provides Web-based, intuitive, fast and consistent access to business communication and related processes. The Web browser presents a multi-purpose GUI that enables the customer or end user to view and interact with business communication of virtually any type or format. This can be a document, a dialog, a sticker on the document, a data record, an e-mail or a voice mail and all of it is business process driven.

 

 

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Papyrus WebPortal secure access
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Papyrus WebPortal Blueprint
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Substantial WebPortal benefits:

  • A unified document interface and a single point of entry
  • Seamlessly integrated Web-based e-document solution where data, documents and applications interact within the portal process definition
  • Central access, integrated system, increased user productivity, with the minimum of custom definition required
  • Full integration with document production workflow:
  • Same document layout and building blocks for batch and user interactive documents
  • Integrated print and output management
  • Integrated archiving
  • Access all correspondence resources in the central Repository from the Web
  • Proxy resources for creating off-line correspondence

 

The Web browser functions are a multipurpose GUI that enables the customer or end user to view and interact with the business’ communication of virtually any type or format. Each end user’s experience is tailored to his or her role, enabling extensive flexibility either through the viewing of documents or interacting with them by filling in text and data. Document security, versioning and reconciling different taxonomies is taken care of by WebRepository.

 

Setting up a Papyrus WebPortal is easier than you think. The portal roles you create for one user can be applied to other users across the company, cutting down on implementation time and costs. Papyrus also delivers HTTPs server functions and integrates with third party HTTP servers. The full Papyrus Client text editing functions are available as a plug-in in the browser and all document formatting is performed centrally on the fly and are shown in PDF format in the browser.

 

Innovative Papyrus PDF features - interactive, dynamic, secure

 

 

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Papyrus PDF features:
Check boxes and input fields
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Papyrus PDF features:
Password encryption or digital signature
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Papyrus PDF features:
Integrated Flash movies
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Papyrus PDF features:
Table sorting and selection
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Incoming Mail via any channel (paper, email, fax, SOAP, MFP, Mobile)

More detailled information: Business Document Capture

 

The power of Papyrus Capture:

  • All types of insurance documents
  • All types of input channels - from MFP-Scanner to mobile
  • Papyrus EYE Widgets: free definable Portal user interface
  • All interfaces to the companies core systems are simply definable using Papyrus Adapters
  • Benefits: fast processing time, efficient capture, complete transparency

 

 

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Incoming mail workflow (click image to zoom) Intelligent extraction process (click image to zoom) Database lookup support for completion (click image to zoom)

 

Recognition of all inbound Communication

With the variety of documents that arrive daily at a company the need to quickly process and forward them to the right department is paramount. Therefore, the development and operation of a capture system must be independent of document types, input hardware and operating system. But in order to achieve the afore mentioned result, large banks, insurance companies, government organizations, industry and service corporations all require fast development, elimination of programming effort and operating system and scanner independence; all of this is inherent in the Papyrus Inbound Concept.

 

Self-learning Classification Process

The Papyrus Capture classification methodology is independent of document type because the categorizer is typically trained through the use of examples. From this input the classification process learns specific similarities and distinctive differences. Self-learning technology ensures that all types of documents can be classified based on properties, keywords and rules.

 

As for the documents that could not be classified correctly, constant fine-tuning is possible whilst Papyrus Capture runs in real time. This ensures continuous optimization of Papyrus Classify and enables flexible adjustment of the rules based on the changes in the received documents that have to be processed.

 

Benefits achieved

  • Significant reduction of manual data entry
  • Higher data quality
  • Reliable and reproducible results
  • Language independent processing

 

Intelligent Extraction Process

Based on advanced OCR/ICR (a combination of ISIS’ own development and a market leader engine), printed and handwritten documents can be analyzed and data fields of interest automatically extracted irrespective of whether the position on the page is known or not. Immediate Fuzzy-logic based matching uses calculations to assess the probability of the contents of a predefined data field for dramatically improved results.

 

Papyrus FixForm uses four OCR/ICR engines with advanced image preprocessing for improved document recognition. It provides indexing and processing of data extracted from known forms on predefined document positions. Manifold parameterization and post processing text filter functions enable best possible recognition automation.

 

Papyrus FreeForm® automatically recognizes scanned but unsorted business documents of unknown structure and layout. The system also recognizes unstructured or poorly structured documents with great reliability and is capable of processing any kind of business case document, such as correspondence, invoices, copied forms, job applications, and many more.

Digital Insurance Documents

Opening up electronic channels

Leading insurance companies have successfully implemented the Papyrus platform to leverage electronic communication with customers, partners and within their organization. Using Papyrus the entire process for underwriting and claims processing is conducted electronically without the need for re-keying or manual intervention, utilizing Straight Through Processing (STP) to its full potential. Besides the electronic delivery and archiving there is also the need for printing in high quality and high volume. Papyrus top rated Automated Document Factory covers the complete output management process.

 

 

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Digital insurance blueprint (click image to zoom)

 

  • Step 1: Request
    Customer requests insurance contract and completes an intelligent webform in Papyrus EYE with their personal information.
  • Step 2: Capture
    Details of customer request is captured, digitally signed for compliancy purposes and archived in Papyrus WebArchive for future use.
  • Step 3: Extract
    Papyrus intelligent classification, data extraction and verification prevents re-entering of data, avoiding errors.
  • Step 4: Open Case
    A new CASE is added to the CRM system containing a reference to the original insurance request.
  • Step 5: Straight Through Processing
    Papyrus automatically selects the appropriate Insurance Policy template, formatting the
    extracted information and applying a digital signature and timestamp to fulfill legal and compliancy requirements.
  • Step 6: Sign-off
    Depending upon the business process definition defined in Papyrus, the insurance contract can be routed through a sign-off process by the supervisor.
  • Step 7: Archiving
    All insurance documents belonging to the case are archived in the Papyrus WebArchive with index and classification attributes complying with the corporate retention policy.
  • Step 8: Notification
    Papyrus SMTP server generates an e-mail containing a personalized URL to download the contract. A reminder e-mail or SMS can be sent automatically. Should the customers not respond, a task for the call center can be generated.
  • Step 9: Retrieval
    Customer can retrieve insurance contract after authentication through the personalized URL. Papyrus monitors and keeps track of customer activity, marking insurance documents as having been accessed.
  • Step 10: Close Case
    Customer acknowledges receiving the contract by returning a signed document containing a barcode, a checkbox on the website or a reply e-mail. CASE will be closed and archived.

Enterprise Output Management

More detailled information: Automated Document Factory (ADF)

 

 

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Papyrus ADF - Central Common Control
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Automated Document Process Management
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Multichannel from one source

 

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Papyrus outbound workflow
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Output channels
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Output channels chart
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Optimizing print and mail – archiving and customer care

To implement an automated document factory (ADF) that executes end-to-end document process management and tracks and monitors jobs across platforms and output channels can be a difficult task – unless you have Papyrus!

  • Potential significant savings in printing equipment and postage
  • Job management across printers and other output channels whether print/fax/e-mail/archive
  • Savings achieved by bundling documents into one envelope (PrintPool)
  • Short-term and long-term archiving with integrated customer care

 

Papyrus Server
Transparently converting AFP and PDF generated output at time of print. Production printing on IPDS, PCL, PS, Xerox Metacode, Kodak IJPDS, PDF, e-mail and fax.

Job and device Management

 

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Papyrus ADF:
Cockpit view
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Papyrus ADF:
Daily task view
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Papyrus ADF:
Performance monitoring
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Tracking result for task
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Papyrus Postprocessing/Printpool
For grouping, bundling and sorting of different documents and forms generated at different times. Often used in conjunction with PostCalc for country-specific postal discount calculation.

 

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Papyrus PrintPool (click image to zoom)

 

  • Store all output types
  • Reprint from archive
  • Sorting & bundling
  • Re-order pages, remove pages
  • Page numbering, ToC
  • Cover page
  • Add electronic inserts
  • Postal optimisation
  • Mail piece reduction
    • Envelope merging
    • Householding
    • Frequency
  • Add and Remove OMR & Barcode

 

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Papyrus System blueprint (click image to zoom)

Archiving and Customer Care

More detailled information: Archiving, eBox, Customer Care

 

Short Term and Long Term Archiving

Multiple WebArchive servers perform the long-term and short-term archiving onto the media of your choice. Storage management attributes for each object ensure that it is automatically archived as soon as it reaches the appropriate state. There are no archive runs or conversions that are necessary and if the process requires proof of originality and authenticity then the archived items can be digitally signed at any point in the process.

 

A WebArchive can consist of any number of servers and can either use its own index or an external DB index. BLOBS can be stored natively on disk where they can then be subsequently stored and retrieved from/to a third party archive, or some external database. Furthermore, a WebArchive is not dependent on any particular hardware.

 

e-document Delivery and Customer Care Web Access

One or more WebPortal servers can be deployed to supply the Papyrus EYE user interface or alternatively each user can work on their own node using a PC. Dynamically created from definitions in the repository and not through the coding of a GUI the WebPortal can automatically create global modifications of the presentation through changes to the meta-data in the repository. Document viewing options are PDF, AFP, GIF, TIF.

 

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Papyrus WebArchive - electronic originals (click image to zoom)

 

Full integration with Output Management

All documents can be reprinted on any standard laser printer, faxed or e-mailed. ‘Copy’ or ‘duplicate’ information is automatically added by the system at time of print.

 

Authorization, Security and Auditing

  • Access rights USER
  • LDAP Adapter
  • Audit trail
  • Document SSL encryption (AFP and PDF)
  • Digital Signature (PKI Public Key Infrastructure)
  • Secure HTTPS Adapter

 

Papyrus WebRepository integration

  • Manage Versions and Resources (fonts, logos, …)
  • Make resources available on various platforms
  • Manage Application Definitions and their versions
  • Distributed DataBASE (archive nodes)
  • Multiple point of access (several Portals)

 

WebArchive Features

  • View Meta information on the page (stickers)
  • Full integration with production workflow and case management
  • Central Archive folders for ALL document types and e-mails
  • Third party vendor database not required, but supported
  • Cross platform distributed storage
  • Long Term Archive with external storage systems (i.e. Tivoli or Centera)
  • Unlimited storage space provided by distributed archive nodes, overcoming hardware limitations
    • Unlimited Archive Size:
    • Unlimited amount of nodes (> 4 Billion!)
    • Unlimited amount of Objects ( > 4 Billion per node)
    • Disk space unlimited

Enterprise Application Integration - Adapters and Typemanagers

More detailled Information here.

 

Simple Integration with existing business data and applications:
The Papyrus Platform is fully SOA compliant and offers a variety of Adapters to allow flexible coupling between business data and the document system. These Adapters are platform - and compiler - independent and do not need Java or .net programming.

Business Data Integration - Message-based Integration

Papyrus Adapters

  • MQ-Series
  • Mainframe – JES 2/3, CICS
  • XML & File - Adapter
  • SAP Output management (XOM)
  • HTTPs
  • Webservices (SOAP)
  • E-mail (SMTP, POP3, SMS)
  • FAX
  • LDAP for Authorization (Active Directory, RACF)
  • Microsoft Sharepoint
  • CMIS (oasis)
  • VOIP (soon)

Papyrus TypeManagers

  • DB/2, Oracle, MS-SQL

 

 

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MQ Series Adapter for correspondence
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Papyrus SOA Adapter
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Integration with SAP
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Case Studies

Tryg

Insurance - Nordics

Business Goals

  • Avoid repetition of content and text
  • Reduce number of pages
  • Simplify content language
  • Re-use content for different designs - enable handling of different brands
  • Reduce number of calls to call center
  • Decrease time to market for new services
  • Reduce distribution costs

Functional Requirements

  • Multichannel delivery driven by customer preference
  • Enhanced design and layout
  • Recognizable structure - improved navigation
  • Multilingual support - Danish, Norwegian, Swedish, Finnish, English
  • Color printing - new four-color design
  • Custom, variable input for each customer
  • Centralized printing - outsourced to a services company

 

READ MORE

Öffentliche Versicherung Braunschweig

Insurance - Germany

Business Goals

  • Consolidation of business documents in a single location

  • Migration from mainframe systems

  • Seamless integration of correspondence system with SAP business applications

  • Common interface and access for internal and field staff

  • Enhance print, post-processing and postal efficiencies and savings

  • Electronic document presentment


Functional Requirements

  • SAP integration and hosting

  • Migration from mainframe server and applications

  • Relocation of output generation

  • Correspondence management via identical browser/desktop GUIs

  • Boosting output management utilization

  • Network address translation (NAT)

  • PDF conversion, generation and archiving

 

READ MORE

Helvetia Group/Nationale Suisse/GE.SI.ass

Insurance - Western Europe

Business Goals

  • Provide a common platform for all documents

  • Avoid repetition of content and text

  • Enable document reprints

  • Simplify content language

  • Decrease time to market for new services

  • Reduce distribution costs


Functional Requirements

  • High availability

  • Disaster recovery

  • Flexibility in managing document post-production

  • Document archiving and retrieval

  • Multichannel delivery

  • Enhanced design and layout

 

READ MORE

Swiss Mobiliar

Insurance - Switzerland

Business Goals

  • Consolidation of island systems

  • Achieving a single platform for business documents

  • Simplifying document design & changes to minimize redundancy

  • Standardizing corporate identity

  • Efficient administration and cost control


Functional Requirements

  • Integration of XML, CRM/Siebel and Beta93/Archive

  • Central resource and output management

  • Interface consistency (online and offline)

  • Single-source document design for multichannel production/delivery

  • Multiple language variants

  • Print and postal optimization

 

READ MORE

 

More case studies:

 

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