Case
In 2006, Securex decided to introduce a document capture and management platform (EDM) to manage customer files. The objectives were to reduce paper distribution and storage, improve workflow efficiency and provide a complete view of a customer file at every site for all departments.
Solution
In april 2006, Securex started with Cronos on the phased implementation and roll-out of the EDM platform based on EMC Documentum and Kofax. The pilot phase included three business units, joined by a fourth after just four months: HR Services, Labour Injuries, Child Support and Integrity.
After a requirements analysis and design phase, we set up customer file management and workflows in Documentum according to the specific requirements of each business unit. To facilitate the migration to future releases, we developed a generic business framework above Documentum, separating configurable parameters from basis Documentum services.
To feed EDM, we analysed physcical documents in the organization, and we developed a capture platform based on Kofax. Using document recognition and data extraction, we can automatically classify documents, start workflows for the relevant staff and feed operational data to business applications in the mainframe platform at Securex. We assisted in the set up of a central mailroom and decentralized scanning stations, including a link between electronic files and the paper archive.
We integrated the platform with legacy applications via a WebMethods ESB using web services to manage integrations efficiently:
- With SAP CRM (Netweaver) to identify customer files with the unique customer ID managed in CRM.
- With various mainframe and AS400 and Oracle applications: to trigger document services (e.g. automatic creation of customer file with metadata coming from application); to consult tables for routing workflow tasks; to create link between customer data in application and customer file in EDM; to export extracted document data to applications.
- With Lotus Notes, for storing e-mails in customer files. After evaluating standard EMC Documentum connectors to Lotus Notes, Securex asked Cronos to develop a custom connector to optimize usability and software distribution.
- With existing bulk output documents stored in Columbus DW via Documentum Enterprise Content Integration Services, in order to provide users with an aggregated view on a customer file from EDM including documents stored in Documentum and Columbus DW.
We are currently in the process of implementing the platform for all other business units. In the meantime, the operational units are already benefiting from:
- Greater visibility of workload for both supervisors and staff, facilitating delegation and organization of tasks.
- Instant access to customer files and status, improving customer service.
- Reduced manual data entry.
- Greater consistency in internal and customer-facing processes across physical locations.
- Reduced use of paper and related equipment, e.g. one printer now serves 50 instead of 5 employees.
- Reduced local paper storage.
The realisation of these benefits depend as much on the technical developments as on an excellent collaboration with the customer at all levels of the organization, including with managers, supervisors and staff in business units, and with the IT and Integration Services department. A growing pilot team of representatives from each new business units follows up on organizational and functional issues regularly, sharing experiences, reality-checking new requirements and introducing new units to best practices that have developed.
About
Securex provides social security administration and HR services to organizations,the self-employed and employees. Securex has more than 1.000 employees in over 20 locations in Belgium, France and Luxemburg.
Partner:EMC documentum
