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Technology leaders are jumping on the Robotics Process Automation (RPA) technology bandwagon for good reason. It yields tremendous value in a myriad of business and industry sectors. RPA automates repetitive manual tasks performed by human workers, so their time can be used in higher value responsibilities. Because manual actions occur in so many different business processes, RPA is one of the most rapidly expanding technologies today.
Common business processes that can benefit from the use of RPA technology include, but are certainly not limited to:
Two primary factors are driving the demand and embrace of RPA: tremendous ROI and improved quality of service. Typically, investment costs can be recouped in a very short amount of time—often just a few months—while ongoing savings can be substantial. RPA allows you to process disputes faster and more accurately, 24x7x365.
One global IT company estimates that 62% of customers will consider switching to a competitor after only one or two unpleasant experiences. Besides saving taxpayer money, even government agencies need to supply great customer service through speed and accessibility. Think about USPS, who now competes head to head with UPS and FedEx for shipping services.
For the purpose of this blog, let’s take the case of a large multi-national financial institution (we’ll call them $-Corp) with a customer service call center operation. They employ hundreds of Customer Service Representatives (CSRs), spanning multiple countries. As with many large corporate environments, call centers typically utilize several systems in their day to day business. These generally include a CRM system. Often, the CRM will interface with to pass data to and/or require data be passed back by ERP systems and/or other Line of Business (LOB) systems. Any of these systems may be commercial-off-the-shelf (COTS) applications or custom applications developed in house. Further, these systems may or may not have Application Programming Interfaces (API’s) that allow for easy back end integration.
In this case, customers call into the $-Corp Call Center to dispute items on their financial records. Typically, customers will send in supporting documentation for their disputes. As with all high-volume transaction environments, CSR’s work to process as many transactions per day as possible. Every keystroke and mouse click is measured. These actions relate to Average Call Handling time, which directly translates to cost of operations. Thus, $-Corp Call Center is a prime process candidate for reducing costs and improving the Average Call Handling time.
$-Corp Call Center utilizes a fully automated business process workflow to address the core functional requirements of their operations. Processing disputes involves repetitive tasks that must happen on every single transaction. Prior to harnessing the power of RPA, CSRs manually keyed dispute information into two systems: the CRM system (in this case Salesforce) and on multiple screens of a LOB application that is the system of record (Customer Dispute Information System, or CDIS). Although this aging technology and will be replaced with a proper CRM system at some point in the future, for now, the Call Center must utilize this custom developed front end user interface with an AIX database backend. This is where RPA has provided huge value.
The initial Call Center solution utilizes the Enterprise Content Management system (ECM) infrastructure already in place to automate the processing of supporting documents submitted by the customer. An import utility is used to capture incoming electronic documents from an upload portal on $-Corp’s website and convert them to TIFF files using a format conversion tool. Advanced Capture is used to OCR these documents, as well as scanned paper letters, forms, etc. that are mailed in. Extracted information is then infused as metadata into the workflow process that CSRs use to work through disputes with customers. When the CSR completes a dispute transaction and submits the record into the CDIS system, ILINX automatically passes the data to Salesforce.
Let’s circle back to the repetitive tasks requiring CSRs to manually key information. Since this data has been electronically captured and extracted, RPA agents (or bots) are utilized to update the CRM and LOB systems and monitor the updates for failures. RPA technology takes a push of XML data from a Salesforce dispute record and inserts that data into the various screens in the CDIS interface. It then submits the record and returns transaction information back to Salesforce.
The manual keying of that information into other systems, like $-Corp CSRs did before the bots took that task, can involve hundreds of keystrokes per case. It can also require specific formatting of the data. RPA addresses data formatting taking existing data from one source and apply it to another source, thus eliminating the possibility of human error when keying. By using RPA to execute the redundant and manual tasks, every single transaction, performed by hundreds of CSRs every day, shaves time off of the Average Call Handling time. In this environment, quickly completed transactions are king. The ROI, estimated by the Call Center staff for this solution, is significant. They expect to recoup the initial investment within year one.
The RPA solution alone was a significant benefit to the Call Center operations. Yet, RPA provides exponential value when coupled seamlessly with existing workflows, and associated backend processes: onboarding of electronic and paper content, OCR technology, integrations, etc. These ECM technologies further enhance a comprehensive and PCI compliant solution that is easily scalable as $-Corp continues to grow. Scaling the RPA solution can be as simple as adding additional VDIs or adding additional server resources to the solution to address additional volume.
Because of the successful deployment in the Call Center, $-Corp is currently investigating additional business processes in multiple departments that will benefit from RPA. With such sizable reductions in operational expenses and rapid ROI, they are anxious to find other areas to leverage the RPA capabilities in the ILINX ECM stack to achieve significant information technology wins.
The differences in eForms offerings on the market could be compared to phones. You have your basic hard-wired wall unit, your cordless (but hardwired) model and finally, your smartphone—a high powered hand-held computer. They provide the same basic functionality, but one saves you oodles of time, integrates your data and content, and seems to have unlimited applications.
Smart electronic forms, the kind that can provide serious process efficiencies, have 5 essential components.
Some of the most substantial value you can achieve from electronic forms is gained through integrations with your existing business systems: line-of-business systems, ERPs, CRMs, Case Management systems (CMS), home-grown systems, and even databases.
Data can be pulled from these systems to auto-fill, validate and correct data in form fields, real-time. Not only does this make the form filling process quicker and easier for the user, but it helps ensure complete and accurate data.
Anytime in the process, the submitted data can be pushed to these systems to update records immediately.
For a fully automated process, a powerful workflow engine is essential. Features that help expedite processing include automated alerts and reminders. Customizable views for individual users expose only the information necessary, providing a simple and secure approval process.
In addition, both submitter and business, have visibility to the form as is progresses through the processing cycle.
Many eForms applications limit your ability to automate they simply collect field data. and then require additional steps for a complete submittal of required information. Items such as signatures, supporting documents, images with annotations, etc. are often require additional keying and rekeying, handling and human interference. It’s important to find a platform that provides this full functionality.
Additionally, look for features such as auto-calculation, action-based dynamic sections that expand or collapse, progress bars and pop-up calendars.
Who wants to engage IT help every time they need a new form generated? An easy to master, drag-and-drop form builder will put control in the hands of your business unit. You’ll gain huge benefit by being able to edit current forms and create new ones to automate any process.
Once created, whether serving customers, constituents or employees, your forms should be available anywhere: public websites, portals, intranet sites or line-of -business systems. They should be responsive, so they’ll display perfectly any device, desktop to smartphone. Really smart eForms allow you to fill offline and sync for universal access.
Forms you expose on public and internal sites should reflect your brand, from logo to corporate colors and fonts. Look for a platform that provides that options for appearance.
More importantly, the simplified form in the fillable state should be able to be converted to any format you require. For example, the simple, dynamic eForms we created for courtroom processes maps the data to a state mandated forms for the final archived document.
If you’re vetting electronic form solutions, you’re obviously ready to move past paper. But the capabilities of very few eForms platforms run deep and provide end-to-end automation that can be extended to many processes. Do your homework. You don’t want to invest in a touch-tone, wall-mounted model in this era of pocket-sized-super-computer phones.
Let us know if we can provide additional information about how smart eForms can maximize efficiencies in your business processes. Visit our website ILINX eForms, request specific information here, or give us a call at 360-943-9273.
Courts everywhere use specialized software to manage their core business functions, not unlike any standard business process in any organization. ImageSource has worked with many courts to promote their paperless initiatives and integrate with their case management systems (CMS), whether they have proprietary systems or they are using popular software like Tyler, JTI, Justice Systems, or Thomas Reuters.
The reasons to utilize electronic forms in the courtroom are obvious. Eforms can enable an end-to-end paperless process, eliminate inked signatures, manual approval stamping, scanning and filing. They can also require that complete and accurate data is submitted.
Some case management systems include electronic forms modules, but they have real limitations. Because they are commonly static PDF documents that lack many of the benefits listed above, progressive courts choose to integrate a more robust eForms software for several reasons:
With these advantages in mind, let’s take a look at a real-world application to show the difference specialized, robust eForms software can make.
In the case of some California Superior Courts, eForms are revolutionizing traditional processes. In the past, attorneys and their supporting staff would have to sift through inapplicable fields to fill a paper form. Some of the fields had to be hastily filled during a hearing and then handed to the judge for a signature. The paper would then be delivered to court clerks, who would review and time stamp the document, scan and manually enter pertinent data into the case management system. The document would then be uploaded to a repository or the CMS, sometimes requiring more keying of index fields.
When advanced electronic software is integrated with a CMS, an eForm can automatically pull information from that database to pre-fill pertinent fields, verifying data, saving time and ensuring accuracy. Responsive form technology automatically only shows applicable fields, revealing more of the form only when certain actions are taken, like checking a box. Additional functionality enables the process to be completely paperless to provide additional efficiencies to the process. They include:
This eForm functionality is not just impressive, but exponentially valuable when integrated with existing case management systems, like Tyler, JTI, Justice Systems, and Thomas Reuters. The good news is that integrating some products, like our ILINX eForms, doesn’t have to be difficult or complicated.
Using ILINX eForms as an example, let me outline an example of the synergistic relationship between the two platforms for both the push and pull of data. As mentioned above, the eForm is able to pull data from the CMS to pre-fill and validate data in the form fields.
Upon completion and of an electronic form during a hearing, the same workflow used for submittal and approval can begin a number of essential processes to push data. First, it can update the case management system with the data collected. Second, the data can be transformed into a digital document that looks like an official paper document that can be stored in the CMS, stored in a repository, shared or printed.
This image automatically retains relevant metadata so it can be easily searched for, making retrieval a breeze. Lastly, the data collected can be pushed to standardized forms, like the ones provided by the Judicial Council of California for Superior Courts to use, fully automating that process.
Data collected on eForm can be automatically pushed to a standardized PDF form, including signature
Imagine the possible applications across your organization for any process that needs to gather information and deliver it in a specifically structured document, or as raw data. Using the right form builder, your IT team can generate a wide variety of eForms internally, enabling granular control over function and the flow of information.
Using the courts as an example, a flexible eForms product like ILINX, can be extended to integrate with any number of business systems for better access and automation. Forms can be integrated with accounting systems for online invoice submission, status and resolution, procurement and expense reporting. Forms can be utilized by HR for onboarding, time-off requests and address/name changes. Public requests for court documents can be made through a web form. Payments for requested documents or fines can also be collected through a form. All this using one flexible platform.
These points highlight just how powerful the integration of a robust electronic forms platform can be, demonstrating the value that they add not just to a court system, but to virtually any organization.
For more information on ILINX eForms, visit our website, email us at info@imagesourceinc.com, or call (360)943-9273.
To learn more about ImageSource, and all of the content management services we provide, visit us here.
Richard Norrell, Washington State Department of Transportation
The staff of the WSDOT Access & Hearing office approached the ECM team to discuss a possible solution for a paper based process they had where external customers would submit documents to them requesting access to WSDOT property. The Access & Hearing staff needed a way to control and track these requests and the paper process was just not able to meet their needs any longer. The ECM engineers met with the business to go over their specifications and discuss possible solutions for the Access & Hearing office.
ILINX Capture Workflow flowchart
Utilizing a blended ILINX Capture, ILINX Content Store, and the WSDOT ECM Portal, a solution was provided that not only meets their immediate needs but also allows them to comply with future requirements such as audit, public disclosure, and retention management requirements.
In this solution, users from various offices throughout WSDOT will be able to submit their documents using the drag-and-drop features of the ILINX Capture client. Once documents are submitted an email is sent to the Access & Hearing office, notifying them of the submission.
From there the Access & Hearing staff will index the documents and forward them to the staff responsible for reviewing and providing the Approval or Denial of the request.
Once final determination is made the workflow will provide notification to the office requesting the access and also release the documents where they will then be available to WSDOT staff and trusted partners.
One of the additional challenges for this solution arises when the request for Access relates to a project that does not yet exist. The Access & Hearing administrators needed a way to create the necessary project related information. For this a simple administration panel was built in the WSDOT ECM Portal.
Project Admin Panel
This panel will keep track of all current and previous projects that have been submitted to the Access & Hearing office. The data created with this project is used as a lookup in the ILINX Capture process to ensure the documents are associated with the correct project.
ILINX Content Store Search Panel
After the documents have been indexed, and stored in ILINX Content Store, the requestor will receive a notification email indicating that the document is available in the ECM system, this email will include a link to retrieve the documents from ILINX Content Store. Users can also search for documents via an ILINX Content Store saved search exposed through the ECM Portal.
So in the end, the ILINX solution provides the ability for the Access & Hearing staff to eliminate their paper based process and at the same time gives them the ability to quickly store their documents in a manner that meets both the immediate needs as well as other regulatory requirements such as Auditing, Retention Management and Public Disclosure.
The initial phase of this project was implemented rapidly. It included the requirements gathering, prototype build, review and approval of prototype, build of solution in Quality Assurance environment, QA testing, several iterations of change, a move to the Production the Environment, and finally Production testing. The time spent by IT on this project was just over 80 hours. Now that the business has their initial process in place we can rapidly expand their capabilities.
I read a post recently titled Customer-centric and easy-to-use is the new business model (The Alibaba story) that really hit home. The author, Gerry McGovern, a customer-centricity guru, points out that Alibaba, the world’s biggest online commerce company, has defined a clear mission of “making it easier to do business across the world”, as founder Jack Ma put it. I think it’s safe to say that this model has merit, as the company claims the biggest IPO in the history of the world.
As a long-term Apple user, (my first Mac had a hard drive with 512 KB memory) I can say that their progressively intuitive interfaces have been a compelling reason for me to continue using their technology. In fact, the Macintosh project started with an Apple employee named Jef Raskin who envisioned an easy-to-use, low-cost computer.
Apple has stayed true to this model to present day, according to technology industry analyst Jeff Bajarin. In an article published by Time Magazine, Bajarin outlines six key principals that set Apple apart from the competition, three of which are:Continue reading
