8.30

Welcome with coffee

9.00

Keynote: The Papyrus Platform

Incoming and outgoing mail becomes an essential part of the context in Customer Engagement, and adaptive, goal-oriented service processes will result in a positive customer experience.

This presentation introduces the Online Channel for sales and customer service:
We present a website for public access that works as an integrated part of the whole omnichannel network and is directly linked with the back-office where operational users perform Case Management. Highlights are: ePolicy/e-contract, service request, claims submission, live chat, product information request, e-enrolment form with interactive questionnaire and validation, mobile optimized for mobile and tablet, as well as desktop/laptop

9.45

Mobile First

“Mobile first” is a common buzzword when it comes to building new business applications. But to tap the full potential of mobile for improving customer service and satisfaction, you need a new perspective. Meeting customer expectations means addressing the dual challenge of keeping up with the pace of innovation while providing a seamless cross-channel experience. But legacy systems and silos stand in the way of faster innovation and multichannel product and service delivery. Without addressing those backend issues, mobile could become just one more siloed channel, entrenching the organisational and IT gaps that prevent organisations from delivering the experience that customers demand. Learn about best practices for going mobile, plus real-world success stories and cautionary tales.

10.30

Networking coffee break

11.00

Business-enabled document design, maintenance and administration

• Manage all corporate document templates and related processes with one system
• Integrated document design and speedy creation of new document templates
• Ensure change management and versioning for fast-paced document updates
• Automate data exchange between existing business applications
• Integration of various delivery channels directly into communication process
• Global support for multilingual workspaces, templates and customer documents

11.30

The Wizard: Award-winning application

Experience a new “dual-level approach” with a process-driven working style that empowers each player to focus on their strengths and promotes collaboration along clearly defined lines of responsibilities.

• A thin-client browser architecture
• Clerks can easily create documents that cater directly to each customer’s needs by simply answering prompted questions
• The associated document processes dynamically connect to various backend services and provides required data on the fly
• The system allows multilingual business staff to work in their language of choice regardless of the recipient’s preferred correspondence language
• The document can be optionally edited by the clerk and locally printed, exported as PDF or delivered to customers by e-mail or fax per selected delivery channels

12.00

Omnichannel communications for online business and print

This presentation will show how collaborative work between business and IT results in flexible and high-quality output, unified and consistent across multiple communication channels - all possible using dynamic formatting capabilities in combination with powerful output management.

• Two-way online communication capabilities with response options and e-signed documents
• Collect documents of batch/online/interactive/Word/Excel origin in the central document pool
• Powerful reformatting options allow for unique final document composition for print and digital
• HTML5/PDF/SMS/e-mail/mobile, printing considerations and available solutions
• Reporting on bounced e-mail, clicks and opened e-mail, printing and archiving

12.45

Lunch

14.00

Multichannel Inbound Mail Capture

All your inbound communication channels can be commonly managed by one single definition and by events – routing mail through the different steps of classification, recognition and data extraction to validation and distribution to users in different departments. Our integrated workflow capabilities and the supervised learning of our intelligent data capture technology continuously improve the system to get smarter results in reduced cycle time, lower labor costs and maximized human capital.

• Every mail received in the organisation is a known incoming event
• An intelligent capture process starts extracting relevant information from structured and unstructured forms
• A new case is automatically opened or content is routed to an existing case
• Archiving of complete case, full text search, quick access to documents on all devices

14.30

Adaptive Case Management delivers significant business benefits

See the full range from straight-through processes through dynamic processes to completely unstructured processes driven by rules and ad-hoc content arrival, such as scans, e-mails, PDFs, and mobile content.

• On-boarding, recruitment, time management, work task management, lead management
• Adaptive and goal-oriented business processes supporting exception handling
• Enhanced quality and speed on case completion in Customer Service
• Collaboration and knowledge work
• Desktop, browser, mobile, cloud

15.00

Networking coffee break

15.30

Building the next-generation digital insurance platform

Industry analysts highlight that Papyrus can import external information models, such as ACORD to jump start a process design. As a single, organically developed stack, there is a central point of management that draws on process data from one object repository.

• Business empowerment – Knowledge work is innovative and exploratory
• Adaptive Processes: Beyond BPM – Goal-driven, decision-based, flexible
• Consolidated view of customer case
• Integrated omnichannel business correspondence (inbound and outbound)

16.00

Brainstorming Session: Discuss with ISIS Papyrus management and solution architects

• Translating company goals into a technology strategy that consolidates ECM, CRM and BPM
• Optimizing your investment by building an agile communication platform for the future
• Discuss the requirements for the business graphical user interface (GUI)
• Integrating inbound and outbound business communication as a business need