Customer Communication Management (CCM) often seems to focus on outbound communications, but that only half the equation. For enterprise organizations that service thousands or millions of customers, incoming mail or communication processing is overloaded with complicated manual activities, media breaks and redundancies. Often, valuable data is destroyed as a basis for automated processing through rasterization (pixilation).
In many organizations, there is not a clearly defined process or standardization for consuming and digesting digital correspondence via all the various departments and channels where it might occur. As organizations evolved, departments and communications have for the most part, been siloed. As a result, there is no central instance capable of converting incoming customer correspondence, regardless of format, type, volume, structure, and input channel.
The consequences: Operational inefficiencies; loss of data, wasted resources and lack of consistent archiving metodology. If enterprises did possess a shared, central processing solution for incoming communications, the benefits would be endless. Automated inbound processing leads to rapid, targeted document retrieval, along with analysis and classification of inbound electronic input. Linked to outbound campaigns, these processes then become more consistent and personalized.
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A large organization with branches and subsidiaries worldwide receives tens of thousands of emails every day via a central electronic mailbox - both from end customers and from external and internal sales partners. The goal is to prepare the messages and their attachments in such a way that they can be forwarded electronically to the responsible department for case-closing processing immediately upon receipt - regardless of the format in which the email attachments arrive.
The high-performance, scalable and seamlessly integrated DocBridge® Conversion Hub software goes beyond the scope and intent of conventional document conversion software. Arguably the solution's most important advantage is its virtually unlimited format diversity: There is virtually no document type that cannot be handled by DocBridge® Conversion Hub.
DocBridge® Conversion Hub automatically triggers the following processes in the course of automated mail processing:
Extracting and centrally storing document-relevant data creates the basis for automated digital inbox processing.
Centralized conversion creates accessible documents that can be searched in a targeted manner - regardless of complexity and size.
PDF/A documents meet the requirements for long-term, audit-proof archiving and meet the requirements for compliance with current regulations (e.g. ZUGFeRD/XRechnung for electronic invoice exchange).
Standardized document processing, accompanied by archive modernization, is the basis for the development of modern, interactive web portals with a high level of comfort for the customer (e.g. creation of virtual mailboxes).
Central conversion platform replaces heterogeneous, redundant conversion solutions.
Complete traceability of the "communication history", storage in the cloud and fast access to the document.
The PDF format, including its specifications, is based on a stable open standard and can be used with almost any hardware and software. If you standardize PDF conversion and base it on powerful, future-proof software, all users will benefit: employees, management, suppliers, partners, customers.
The establishment of a central instance for standardized, automated processing and conversion in digital incoming mail offers the opportunity to modernize and consolidate legacy archive systems.
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The core of the platform resembles a "dispatcher" that analyzes each incoming message (email, fax, SMS, messenger service, letter/paper) and automatically decides on the optimal conversion route for the document in question (Into which format should it be converted? How should the electronic mail inbox be processed?).
DocBridge® Conversion Hub also includes an OCR function for extracting content and metadata (Optical Character Function) and offers the option of freely configurable integration with third-party applications.
Via the DocBridge® Gear solution, DocBridge® Conversion Hub can also be integrated into complex document processing processes, for example based on AI and robotics technologies. In addition, the functions of DocBridge® Conversion Hub are available as modular microservices based on APIs.
Goal
In a company that had grown considerably as a result of takeovers and mergers, very heterogeneous archiving structures were created: the individual companies and divisions stored their documents locally and in different formats (AFP, PDF, PDF-A/3, etc.). This made targeted and rapid information retrieval considerably more difficult. The goal was therefore to prepare all documents created and received within the Group in a standardized manner according to precisely defined rules so that they are centrally available and can be searched in a targeted manner.
Solution
DocBridge® Conversion Hub as a central conversion instance is capable of automatically processing almost any document type and converting it into the desired archiving format. The solution acts as the technological basis for consolidating or standardizing different archiving systems in the interests of compliance (audit security) and customer service (availability of information).
Benefit
Intelligent document search and audit-proof archiving.
Flexibility
High performance and scalability ("cushioning of peak loads") through parallel processing and automated load distribution.
Platform independence
Compatibility with various operating and hardware systems..
Integration
Seamless integration into existing document and output management structures through documented interfaces (API) and web services.
Design/Comfort
User interfaces (UI) for monitoring and configuration within DocBridge® Gear.
Performance
Optimal conversion results and speed through intelligent prioritization.
Cloud
Ability to integrate into highly available cloud architectures.
In today's digital incoming mail processing, it is not enough to receive documents, read them out and forward them to the responsible person. Rather, it is a matter of receiving the content in its entirety right from the start and extracting important data from it and carrying it centrally - after all, it is the basis for all downstream, automated processes in input management, also and especially on the basis of artificial intelligence (AI).
The linchpin of such a platform is a central conversion instance that analyzes the unstructured input and processes it into a standardized format that can be searched for specific information.
After all, targeted document research and the ability to extract content are a basic need of modern communication; they are the "eyes" and "ears" of any AI.
