Kofax for Telecommunications

The Challenge: Improve Service While Reducing Costs

On cost, were making savings. On visibility, once the image is captured, I have visibility into my process. On speed, we have a much faster turnaround because everything is Web-enabled. And on control, now that were sending out our invoices via Workflow, we can easily keep track of everything.
British Telecommunications

The telecommunications industry is driven by continuous transformation. The introduction of broadband technology offers unparalleled options for subscribers, including high speed voice, data, TV, video games and mobile communications. At the same time, price pressures and consumer expectations demand reduced service costs and improved customer service. Telecommunications companies receive a significant volume of consumer enquiries about billing statements and rates. For example, a major North American telecommunications provider found that 30 percent of enquiries to its call center related to billing, contributing to increased labor, printing and mailing costs for the company. Another major European telecommunications provider manages over 11 million multi-page paper documents, and the number is growing at the rate of 2.5 million documents annually. Processing this mountain of information is not only costly but also error prone, as resolution requires multiple touch points. In the face of intense competition, improved process efficiency and customer service levels are becoming important differentiators for telecommunications companies.

Before, all we saw were stacks of paper waiting to be processed. Now, we can see exactly how many invoices are backlogged, which helps us to efficiently allocate resources.
Verizon Wireless

The Opportunity: Automate Document Driven Business Processes

Telecommunications providers can gain significant benefits by implementing an enterprise capture strategy that automates their critical document driven processes. Standard business process areas within the telecommunications sector such as supply chain management have achieved 80% - 85% automation and efficiency improvements. However, other document driven business processes such as invoice/payment disputes and customer enquiries still require human intervention, represent 15% - 20% of business-tobusiness transactions, and drive majority of a companys human based transaction cost. Companies can significantly improve efficiency and reduce costs by introducing document driven business process automation solutions that: Transform business documents into structured electronic information by automatically classifying documents and extracting data from paper, fax, handprinted and handwritten forms;

 Coordinate and exchange information among devices such as MFPs, phone systems, email, fax, SMS, MMS and voicemail; Process business critical data for archival, mailroom, records management and transactional applications such as invoice processing, contracts, proof of delivery and claims; and Provide real-time performance metrics on the operational health of the capture system, high availability and disaster recovery for mission critical implementations, and remote, real-time management of system performance to meet throughput requirements.

Invoice Processing and Financial Process Automation

Considering changes in the supply chain in the telecommunications industry, it is extremely important that these are reflected in the way of doing business at the back end. Automating the end-to-end Accounts Payable process from the capture of an invoice to its final, controlled release into an ERP system via workflows is the foundation for improved cash management, supplier management, compliance and process efficiency. It covers the entire invoice lifecycle: receipt, capture, entry, review, coding, discrepancy resolution approval, payment and audit. Increased accuracy and efficiency, and significantly reduced risk and cost, are ensured through automated capture, classification, data extraction, validation, error recognition and workflows managing the review, coding and approval process for PO and no-PO based invoices.

High Performance Communication Platform

Services like messaging as a service to companies are a growing field of business for telecommunication providers. Kofax offers a high performance communication platform to support such services. Broadcasting services like fax, SMS, MMS, voice and email, as well as alerting services to corporate accounts can be based on the same platform, which ties into a companys NGN (Next Generation Network) strategy. This platform offers the scalability and flexibility to not only grow with new service offerings but also drive demand to increase service revenue.

Successful Telecommunications Implementations

Telecommunications customers around the globe report measurable successes: A European telecommunications provider improved customer service quality and efficiency, and significantly accelerated response time through automated validation. Labor cost was reduced by 60%, with payback achieved in less than 12 months. A global telecommunications provider automated their accounts payable process end-to-end, improving cash management and operational efficiency. A leading telecommunications provider in the US streamlined accounts payable, resulting in improved control, visibility and auditing and eliminating storage costs.

Customer Service Automation

All incoming correspondence, including paper, fax and email, can be captured electronically at its point of entry in the mailroom. Upon capture, relevant data is extracted and seamlessly routed to the appropriate applications for immediate access and processing. Powerful data validation ensures that only complete and correct documents are routed to the relevant application or employee. Compliance is supported through fully transparent and traceable data capture and process integration. A customer can be automatically notified by SMS, MMS, email, phone or fax. This communication can be used to add information about new offerings. Customer information generated during automated inbound customer service processes can be integrated into sales campaigns. Outbound customer service processes can be executed the same way automated, efficient and secure.

About Kofax
Kofax plc (LSE: KFX) is the leading provider of document driven business process automation solutions. For more than 20 years, Kofax has provided award winning solutions that streamline the flow of information throughout an organization by managing the capture, transformation and exchange of business critical information arising in paper, fax and electronic formats in a more accurate, timely and cost effective manner. These solutions provide a rapid return on investment to thousands of customers in financial services, government, business process outsourcing, healthcare, supply chain and other markets. Kofax offers scalability from departmental to enterprise systems, from local to global deployments, from front office to back office applications. Our market leading technology provides a strong enterprise-wide platform on which to standardize all of an organizations document and forms capture processes. Kofax delivers these solutions through its own sales and service organizations, and a global network of more than 1000 authorized partners in more than 60 countries throughout the Americas, EMEA and Asia Pacific.

Records Management
Telecommunications companies can automatically capture and digitize large volumes of paper and electronic documents and use automatic classification to route them to the right systems and data repositories quickly, securely, and consistent with mandated records retention, disposition and privacy policies. This applies to the entry of new records as well as backfile conversion. Requests from customers, suppliers and partners can be answered and necessary action taken on the fly as the electronic files can be easily found in the data repository. Actionable information from anywhere can be made available to a variety of business processes, facilitating the move to new business models where the immediate access to customer or financial data is key.

For more information, visit www.kofax.com.

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