5 Stages of Enterprise Capture – Are You Capturing the Enterprise? Executive Summary Capture 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
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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
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 3
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
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 4
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.
Product ConsiderationsMake sure you consider these top 5 product capabilities when
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
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).
Product ConsiderationsMake sure you consider these top 5 product capabilities when
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
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 8
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,