DOCUMENT Magazine - April 2008 - (Page 26)

A I ARCHIVING & IMAGING & a s the traditional form of communication — mostly, paper — is being reinvented, the presence of multichannel data capture is more than on the horizon. Adoption of the technologies and tools of this process will prepare you for the conversion of the up-andcoming variable input sources. The Multiplying Image d Multichannel data capture and the transactional process By Steve Weissman has: inquiry, response, discussion / negotiation and agreement. The difference is that as the mix has expanded, so has the range of tools needed to track and manage it all. No longer is it a matter of opening an envelope, collating some return documents and typing a reply; instead, a number of different technologies typically are now required, and successful execution depends upon the ability to orchestrate them all effectively. Don’t let the title scare you. “Multichannel data capture and the transactional process” simply refers to “collecting information from lots of different sources when conducting a particular piece of business” — a concept that centers on the input end of a communications management process, something this intrepid reporter co-wrote about several issues ago when the subject involved the delivery of content via multiple form factors (paper, websites, cell phone screens, etc). Implementing it is now more straightforward than ever, and as we’ll touch on later, the reasons to do so are quite compelling. The Time Is Right The subject of capturing data from multiple channels is always important but is especially timely for several key reasons: 1. 1 The current slowing of the US economy is leading organizations to place a renewed emphasis on both operating efﬁciency (to reduce costs) and customer service (to increase revenue). Improving the As before, the discussion here reﬂects the current reality that busiability to accommodate input from multiple input streams furthers ness transactions — and the exchanges of information on which both of these goals by allowing an organization to better embrace they are built — do not take place exclusively on paper. Credit card customers of all stripes — even those having nothing more than applications, bank statements, purchase orders and other transaca telephone over which to conduct business — and properly architional documents all can be, and often are, created, sent and managed tecting for it allows the whole process to ﬂow faster. electronically, and no one thinks twice about it. Even contracts are sent and submitted in multiple ways, as emails are sent, Word and 2. PDF ﬁles are downloaded, and electronic agreements are sealed (with 2 The continuing general obsession with security and compliance has raised concerns over the likes of privacy protection, identity or without secure digital signatures). And when they’re all received, defense and legal conformity to new heights, and these are particthey need to be captured, stored and managed, preferably all in the ularly critical to transactional documents — after all, no one wants same manner. to see their personal information become a matter of public knowledge, no matter how good their customer service is! Being able The introduction of these different formats has been relatively smooth to automatically collect input from different sources is attractive because the general process involves the same basic steps it always 26 document april.08 www.DOCUMENTmedia.com http://www.DOCUMENTmedia.com

Table of Contents Feed for the Digital Edition of Document Magazine - April 2008

Document Magazine - April 2008 Contents Editor's View The Research Desk The Response Center BPM: Improving the Way You Process Contributing Writers Mapping Out Performance Build the Context Before You Move into the House of ECM Taking On the Big 3 The Human Connection Addressing Your Addresses Don't Call Us, We'll Call You The Mulitplying Image Recognizing Accuracy New Products Calendar Advertisers

Document Magazine - April 2008

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