Turning Green into Gold NO No more paper invoices, contracts, terms & conditions, statements and letters YES Choose Electronic! PAPYRUS APPLICATION REPORTS: Digital Insurance Documents, Internet Banking, Electronic Bill Presentment KEY PLATFORM BENEFITS E Significant potential savings in printing, equipment and postage E Shorter development-cycles: integration out-of-the-box, WYSIWYG and content management E Reduced time-to-market: business and marketing control their processes, content and templates E Simplify achieving compliance: regulation and audit control is embedded in the process itself E Increased customer retention: a unified customer view for inbound and outbound communication Turning Green into Gold Gearing up for Electronic Business Communications Challenges Being able to deliver and store records and documents in electronic form is considerably more environment-friendly compared to paper. Organizations are realizing that process improvements and the move away from paper to electronic processes results in green benefits, such as energy savings from paper production, distribution, usage and disposition, and transit through the postal system. Consider a financial institution, insurer, telco, government or any other institution generating vast amounts of business communication for its customer base. Disseminating the most up-to-date information quickly and accurately to end users is critical. However, if a law is changed or the terms/conditions are revised, and the material reflecting these changes is either inaccurate or not distributed in a timely manner, an institution leaves itself vulnerable to potentially massive fines for non-compliance – perhaps even litigation. One of the most pressing problems is that by continually creating corporate documents from scratch, companies run the risk of producing external and internal communications that are inconsistent in style, appearance, and - even worse - message. The need for variants for gender, languages, brand, branches or for new channels such as e-mail, web-page, blogs or rss-feeds causes exponentially growing problems. The implications of these shortcomings can be disastrous with respect to industry specific compliance issues and could lead to corporate embarrassment. Another big issue business and marketing functions face is a continuing dependency on IT. Simple changes in text or layout for example marketing messages, legal disclaimers, logos or even a new contract template can end up taking months and potentially cost more than the business value. Decentralization of document composition using standard office tools or island solutions creates compliance and corporate identity issues that increase costs and time-to-market. Objectives To unleash the power of multi-channel communications, to decrease time-to-market, and to enable re-use and enforce compliance, business and marketing users have to regain control and reduce their dependency on IT. The ability to automatically close the communications loop while constantly monitoring and evaluating the inbound process utilizes Straight Through Processing (STP) to its full potential. Why? Conversations initiated over one channel, for example a webform being submitted results in an electronic policy being e-mailed, triggering a response on the same or possibly a different more appropriate channel. A response to the received e-mail by the customer will be generated using the Papyrus reply function. Capturing all channels by automatically linking incoming and outgoing communications for storage in a case file ensures customer satisfaction and adds efficiency to the daily operation. Giving the customer facing staff the complete picture covering customer records for any outgoing or incoming communication and processing steps. 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. 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 personalised 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. Internet bank The Key is Integration Implementing a multi channel, One-to-One business document solution for Web delivery and optional automated print. Case Study The bank implemented a banking portal as a virtual customer service branch office. Outstanding customer service by providing 24/7 access for personalized statements and reports were set as requirements. Depending on the client profile, the same document must also be printable in high quality, automatically be enveloped and mailed. Leveraging existing business data directly from the business application on the mainframe for electronic document presentment and optional printing was a prerequisite. The Web creates new challenges. The Requirements: Internet Banking document service based on existing z/OS mainframe application programs delivering the business data for the statements and reports. Viewing of the statements and reports in the browser in PDF format Optional printing of same documents on different printers E-mail notification with Hyperlink in documents on new available statements in the e-Postbox Around the clock access: 24 hours, 7 days Freedom of Platform Choice with Papyrus Legacy business data is fully supported Single time document design and formatting for 100% identical results on Web and paper Fast document development using 100% WYSIWYG -Papyrus Designer Business-user departments are empowered to edit text and marketing messages using Papyrus EYE user friendly Flash GUI. DocEXEC high speed batch and ad hoc formatting on 11 platforms Repository for central management and administration of all document resources, building blocks, user authorization and document processes. WebArchive – AFP to PDF generation on the fly PrintPool for central output management adding OMR and Barcodes Using central print and mail facilities for statements not viewed through the internet. E-mail Server for e-mail notification and URL Quick Facts The portrayed Bank, is one of the biggest banks with branch offices in Germany, employing more than 4,000 people. The main business focus is investment and Internet banking. Its activities also include property financing and services for institutions and companies as well as securities trading. By the way... Although the solution shows a fairly complex application, there were less than 6 weeks of total on-site support needed from ISIS Papyrus. This included the document development effort and the setup of the central Repository and Archive. The total project phase was five months. How the complete production cycle was implemented step 1 Document Design Document resources, data, logic and layout definitions are developed with the integrated WYSIWYG Papyrus Designer on Windows Vista. They are stored in the central Papyrus WebRepository. The business department uses the Papyrus WebPortal with the Papyrus EYE GUI to take part in the document development process and e. g. deliver marketing messages for promotions to be included in statements and reports. step 2 Document Assembly Business users authorized by their role and privilege edit text elements in a front-end document application either WebPortal or Papyrus Client based. To secure that only those text elements go into production that have been authorized, a sign-off process based on the ‘four eye principle’ was implemented. All building blocks generated by the users are versioned, possibly validated with date and time and stored in the WebRepository. They are automatically selected by Papyrus DocEXEC when formatting the document into AFP and/or PDF. Change Management based on user authorization and versioning of objects are integrated standard functions of the system. step 3 Formatting The input data is read by DocEXEC. The layouts/forms, resources and text elements are dynamically loaded by DocEXEC to be formatted with the business data into an AFP or PDF file. At the same time also all needed indexes are generated by DocEXEC. In case of missing elements, an error log file is generated. step 4 DB Check-In The documents produced in batch are checked into the Papyrus WebArchive objects database. step 5 Notify by E-mail The customer is informed by an e-mail notification which contains a URL that his documents are available. These e-mail notifications are sent at night. step 6 Web Viewing The user logs in through the bank's website where security and authorization is performed by the banking portal. The WebArchive interface generates a list of available documents for this customer. Once the user selects a document from WebArchive, they are converted on the fly from AFP to PDF for viewing. Alternatively they can already be stored in the Webarchive in PDF with bookmark indexes. step 7 Printing (optional) Statements that were not viewed by the clients on the Web are automatically transferred after a certain time period from the WebArchive into the PrintPool. Each night a bundling and sorting run produces an AFP file with enveloping OMR markers. They are automatically mailed using the central print and enveloping setup. Electronic bill presentment e-Billing Solutions across Platforms and industries In an ideal world a company needs to implement only one solution with one set of standards and interfaces for print and electronic delivery. Your business documents are your primary points of contact with customers. With Papyrus design and formatting capabilities you can create bills which are customized down to the sentence for each individual recipient. They can be formatted in high volume batch or on-the-fly and be delivered to the Web, per e-mail or printed on a printer of your choice in identical quality. Strengthen customer relationships with highly individualized 1:1 Business Communication. The perfect bill is logical, easy to read and includes all important information. It also contains valuable usage histories for the account presented in eye–catching charts. Color, graphics and typographic fonts, dynamic tables and conditional marketing messages are simply defined in the WYSIWYG designer and identically presented in the browser and on paper. Papyrus Billing References Telekom Austria Austria Belgacom/Belgacom Mobile Belgium Northern Telephone Canada Postens Mailburo Denmark debitel Germany T-Mobile Germany Mannesmann Arcor Germany Neckermann Germany Quelle AG Germany Stadtwerke Kiel Germany Stadtwerke Wuppertal Germany Vodafone Germany BEZEK Israel Israeli Electric Company Israel Edisontel Italy PMS Italy Maxis Malaysia Telephonica del Peru Peru Smart Communications Philippines Polcomtel Poland Singapore Telecom Singapore Gas Natural Spain Jazz Telecom Spain Swisscom Switzerland Far Eas Tone Taiwan Advanced Info Service Public Co. Ltd Thailand CAT Thailand Samart Corporation Thailand Thai Telephone & Telecommunications Thailand Telecomasia Thailand Total Access Communication Thailand British Telecom United Kingdom Orange United Kingdom O1 United Kingdom Verizon United Kingdom Virgin United Kingdom CGI USA AT&T USA Vertex USA Consumers Energy USA FirstEnergy Corp. USA National Grid USA Energy Corporation Real Solutions go beyond billing The Energy Corporation is an integrated energy company whose business strategy is focused in the Midwestern United States. The company has 120 years of experience in producing, transmitting and distributing electricity and natural gas. Energy Corp. is one of the nation’s largest combination utilities, providing natural gas and electricity to more than 6 million residents in all 68 Lower Peninsula counties. Energy Corp., through its subsidiaries, is engaged primarily in the independent power, natural gas transmission and wholesale energy service businesses. Energy Corp. successfully went live in July 2008 with initially 13.000 clients using Papyrus for online bill presentment, e-mail delivery and automated high volume print and mail of 140.000 bills daily. The attraction for the customer is the value added service on top of the bill presentment. The true value of online Billing lies in the opportunity for extended customer care. Value added services can include online analysis tools on energy usage. Due to the deregulation there is a whole new era of what companies have to communicate to their customers. Different countries and states have different requirements. Companies can post frequently asked questions, for instance. Each call costs between 2 US$ and 10 US$ and a reduction in calls could be another measure of success. New transpromo marketing possibilities can include banner adds, coupons and dynamic marketing messages in bills. Extended customer care – make your call center a sales center! There are opportunities to cross sell and upsell online using hyperlinks in the bill. For example: If you are interested in this new product or service – click here! Quick Facts Data from SAP and non SAP applications 200 document types developed with Papyrus Designer 6 different very complex consolidated energy bill statements Multiple workflows End to end processing of 140.000 bills daily within 3.5 hours Formatting, Postprocessing, e-delivery, printing and archiving Online bill viewing in PDF: 13.000 users access Papyrus -WebArchive per day Customer Care: 500 call center users Papyrus WebPortal and 5 HTTP Adapters Platform: HPUX Itanium Production printers: IPDS and PCL E-mail delivery with PDF attachment