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Deutsche Post Enhances Customer Service with FileNet-eReview
German Pension Fund Agency
An eReview-FileNet Case Study
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The Business Challenge:
Being the principal provider of postal services for
Germany and a part of one of the world’s largest
logistics groups, Deutsche Post World Net, it was
imperative for Deutsche Post to daily handle and
process volumes of documents and records related
to shipments, merchandise, bookings, customer
credentials, orders etc. Consequently all their internal
departmental functions involving HR, accounting and
administrative procedures were greatly reliant on the
accurate preservation, processing and propagation of
these documents and records to and from internal or
external entities. DP’s inter and intra-organizational
processes being inundated by this enormous amount
of paperwork, serving and satisfying a globally
dispersed clientele was indeed a major challenge.
Given their extensive supply chain, there was a
potential risk of time and cost constraints becoming
major bottlenecks to the effective execution of DP’s
workflow. A thick-client document viewing application
had been taking care of DP’s document visualization
requirements to an extent, but in order to
systematically manage their complex workflow, there
was clearly a need to have a more advanced and
competent document review, management and
approval system in place.
The key challenges were:
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The solution needed to achieve a superior document review, management, and approval workflow to efficiently process customer shipments. It had to have the capability to smoothly integrate and adapt to the specific processes of the organization.
The view and markup application would need to be seamlessly integrated with FileNet and SAP.
The solution had to significantly shorten the cycle of reaching and serving globally dispersed customers. The priority was to optimize administrative, HR, invoice and AR processing so that accounting staff could access, view, collaborate and resolve all customer queries on the spot from their desktop without having to make follow up calls.
Since the learning curve was exceptionally short compared to the scale of deployment, from the user’s perspective, the application had to closely resemble the existing IDM viewer. The previously created IDM Viewer annotations had to be imported to new eReview Viewer. |
Company Profile:
Deutsche Post AG (LSE: DPO) is a German postal, logistics and courier
company headquartered in Bonn.
Comprising of Deutsche Post and DHL,
Deutsche Post World Net (DPWN)
employs half a million people in 220
countries and territories, and generates
revenue of over 50 billion annually.
Industry:
Logistics
Website:
www.deutschepost.de
Primary Business Requirement:
To achieve a superior document review
management and approval workflow for
timely and effective processing and
routing of critical documents.
BPOMS’ solution:
eReview integrated with FileNet ECM
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The Solution:
Streamlining the processing of critical documents and records, the eReview-FileNet integrated solution ensured enhanced customer service for DP, enabling them to reach and attend their customers as and when required.
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Being integrated into the DP electronic Document processing architecture, eReview
allows quick access to the pertinent documents for viewing, annotation and stamping
depending on the business rules and privileges set into FileNet Open Client, Image
Services. An array of file formats can be viewed natively without any originating
application; Annotations, book-keeper’s approval stamps can be applied as layers on the
base documents.
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Being a highly interoperable application with a rich set of APIs, eReview is seamlessly
integrated with FileNet and SAP. The detailed documents are captured electronically,
stored in the FileNet archives and linked with SAP Business objects. From the document
workflow started in the SAP the user can select the document and load it from the
repository in eReview. Once the document is loaded in eReview, it automatically loads
the annotations like "approve", "reject" or other remarks. Subsequently, the remarks are
saved in the document repository to be auto-loaded at the next call. The next member in
the workflow can load the document from the SAP Document workflow and proceed due
to the appropriate remarks further with the document, until the business operation is final.
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Streamlining their HR, Accounting, Administrative and other internal procedures the
solution helps DP ensure timely service to their customers. eReview being truly webbased
and server centric, can be accessed by the staff to support and resolve customer
queries from anywhere and at anytime through the web without any installations being
required at the client end.
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Transition from IDM viewer to eReview is smooth because previously created markups of
IDM viewer can be easily imported by the eReview annotation engine. eReview UI, being
highly customizable and configurable allows the users to start with interface similar to the
old system and gradually advance to more complex features on demand. This minimizes
the training time, effort and cost. This minimized any learning curve for the new product.
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| The Bottomline ROI:
The solution endowed Deutsche Post with manifold benefits:
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Shift from manual handling of paperwork implied quicker and easier decision making by
greatly minimizing the length of the decision making cycle.
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Bridging physical distance in a global business environment, it reduces travel cost, risks
and time. Directly from one’s desktop one can now access the global data warehouse.
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Any authorized user can retrieve and stamp an image or a document in the smooth
online document workflow thus greatly reducing the time required for the an approval
procedure.
- Online document review and collaboration results in faster and cheaper processing.
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