Open Text Corporation, a global leader in enterprise content management (ECM), today announced new, fully integrated solution for transactional content processing (TCP) that helps enterprises optimise workflow in high-volume, mission-critical business processes, such as invoicing, order or claims processing and customer request handling, to dramatically increase productivity, reduce costs and transform business operations.
Through familiar intuitive user interfaces, this advanced Open Text TCP solution delivers comprehensive functionality for managing transactional content, such as paper documents, e-mail or electronic forms, within the context of business processes.
Available now, the solution allows companies to significantly accelerate and optimise high-volume, content-centric processes. This leads to cost savings, greater company agility, and greater compliance with external regulations and internal retention policies.
"Business processes that get initiated by incoming content and externally via e-mail or online forms are becoming increasingly important in industries with large numbers of customers, partners or suppliers," commented Michael Cybala, Director of Program and Product Management, TCP Solutions at Open Text.
"By offering a fully integrated solution that capitalises on our content management expertise, we are making it significantly easier than ever before for enterprises to streamline and optimise even their most massive and complex transaction processes."
There are numerous and varied applications for transactional processing solutions that are well suited for Open Text TCP. Since these applications often replace repetitive, time-consuming paper-based and manual processes, enterprises are moving forward with deployments even during uncertain economic times. One example of a non-traditional application is a truck manufacturer that uses TCP to capture information about vehicle test records, driver's cab records, and axle assembly parts lists using mass import functionality.
Rapid implementation and swift ROI
Open Text TCP is completely integrated with Open Text Content Services, including Enterprise Library Services and Enterprise Process Services. The new solution enhances and extends Open Text's Business Process Management (BPM) and Production Document Management (PDMS) products. Since this functionality is now available as part of an integrated overall solution, customers can expect shorter implementation times and faster return on investment.
In any transactional system, there are five distinct phases that need to be addressed and automated. Open Text TCP encompasses all five as follows:
* Capture - Open Text TCP provides a full set of inbound channels and mechanisms to capture information including imaging, content pipelines and Web services. It can handle all incoming electronic information such as e-forms, faxes and print streams.
* Process - The solution provides a highly scalable business process component that can manage complex processes simultaneously according to business rules. It also provides business activity monitoring and analytics.
* Access - Open Text TCP provides the flexibility to display transactional content and process information to end users in comprehensive case-centric views with data pulled from multiple sources. Content can also be assembled into self-service portals.
* Integrate - Information for a particular business process often resides in multiple systems, spanning ERP systems (from SAP, Oracle or other vendors), e-mail systems, document management systems and custom applications.
* Preserve - Transactional content is generated in huge volumes, much of which represents documents of record. TCP uses Open Text's Enterprise Library Services as a foundation that enables organisations to manage retention schedules and compliance rules for business content.
From the digital mailroom to customer self-service
An increasingly large number of value-added and compliance-relevant business processes are initiated through incoming information such as online forms for credit applications, faxes, and letters with notification of claims cases or e-mails with customer complaints.
Open Text TCP offers a digital mailroom that allows incoming customer complaints, for example, to be automatically compared to customer data from SAP or Oracle systems and then forwarded for processing to appropriate employees or teams.
All information on processing status is also available to other departments such as a call centre in the form of a virtual customer file, so that responses can be competently and authoritatively answered.
Combined with Livelink ECM - Shared Document Access, the digital mailroom can be expanded into a self-service portal for customers, partners, and suppliers. Once credentials have been issued, these external users can view relevant information independently and, for example, compare orders with deliveries or track the processing of a claims case. For internal service employees, the corresponding information is available in comprehensive customer, supplier or partner files. This raises the service quality for companies while simultaneously lowering overall operating costs.
For further information, please contact Rob Shaw: telephone 083 626-3811, fax 086 646-4178, e-mail rshaw@opentext.co.za
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