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Process Management, Social BPM, Workshops and Events

ISIS Papyrus UK Open House 2012

ISIS Papyrus held their annual UK Open House and User Conference at their Kingsclere HQ today. I’ve attended in previous years and it’s always a day with an interesting mix of presentations and demonstrations.

The ISIS Papyrus platform offers a comprehensive, flexible and scalable solution for Adaptive Case Management (ACM). The software is used in a wide variety of industry sectors such as healthcare, insurance, financial Servcies and the public sector. Any organisation that deals with high volumes of customer ‘cases’ can achieve significant improvements in efficiency by using the ISIS Papyrus system. Essentially, it provides a common platform for on-demand and interactive document management.

Max Pucher is Chief Architect and his keynote presentation is always the highlight of the day for me. Today, he described himself as an IT Philosopher and challenged the audience to consider how technology impacts on customer experience. He presented some interesting data on the relative costs of retail banking transactions; for example an in-branch transaction might cost $4, but a mobile transaction may cost as little as $0.08. Branch costs can account for up to 50% of a bank’s operating costs and therefore there can be significant pressure to move transactions online. However, the downside is that by focusing on efficiency, these organisations risk forgetting about effectiveness and the value that can be achieved through customers interacting with ’real people’. (I am reminded of Jan Carlsson – SAS Airlines – and his concept of ’moments of truth’). When interactions are reduced to (efficient) self-service e-transactions, customers may be less loyal to a particular brand.

Max emphasised that technology should empower employees and enable them to serve customers better. He said ’technology should empower people, not replace people’ and reminded us that it is people interactions that result in successful service outcomes.

Max’s latest blog post ’what a game of golf teaches you about process’ is worth reading.

One of the more innovative uses of ISIS papyrus technology was presented in a case study from a Chinese bank. The bank is creating highly customised bank statements for its high net worth customers. The statements are sent as pdf attachments with an e-mail. They are in colour and even include embedded flash videos. The bank even sells ’white space’ on the statements to business partners who then offer vouchers or discounts to the customers. This seems like a win-win-win approach. The bank generates some income, the business partner gets new customers and business and the customer gets discounts and offers.

As with virtually every technology business, ISIS Papyrus emphasised their mobile and social networking integration in today’s presentations. For inbound communication, customer contacts can be captured from social networks such as Twitter. Mobile devices can also be used in real-time to capture information from customers, for example submitting a car accident claim, with photos, directly from an iPad where the customer inputs text information as well as pictures. This might be done by the customer, or by the insurance company staff when meeting with the customer. The ISIS Papyrus system does all the back-end processing and data storage. For outbound communication, documents can be delivered to customers through mobile devices as well as more conventional paper delivery.

It’s impossible to do justice to the power of ISIS Papyrus and their solutions in a short blog post, so if your organisation is handling high volumes of inbound or outbound customer communication, take a look at the case study examples on their website.

Max Pucher is also co-author of “Mastering the unpredictable“, an essential read if you want to know more about Adaptive Case Management, or download this White Paper.

ISIS Papyrus Presentations

Automated Document Factory

Connect Social Media

Personalised Correspondence

Response Management

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