The Digital Enterprise - creating a new reality

The use of digital channels means that companies are receiving ever-higher volumes of customer communications. Over the next decade, the amount of data companies will have to process will increase at a fast rate of 30% per year. Discover how SPS can support companies master this challenge.

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The current enterprise

Despite the rise in customer communications, customers demand tailored, quick, and accurate responses to their wants and preferences delivered to their chosen channels. Companies, therefore, need to implement end-to-end (E2E) processes between their front-end and back-end environments. However, without the proper planning, organisations can experience high costs, compliance risks, quality issues and non-stringent business service level agreements (SLAs).

Around 80% of information companies receive is in unstructured form. Adding structure to this data is a complicated manual process for many companies. Therefore, the first and most crucial step on a digital journey is changing the manner of capturing and processing inbound information. Speed and accuracy are essential in turning data into a structured and usable format.

Using Intelligent Automation (IA) for data extraction, structuring and processing can lead to improvements in the efficiency of mail operations, making them more accurate and efficient. For structured data to be useful, it needs to integrate into company workflows bridging the gap between the front-, middle- and back-ends of the organisation - creating an E2E process. For IA to be effective, it will require an enterprise-wide business process as a service (BPaaS) platform.

Automation is not the be-all and end-all solution, however.  Some tasks are better suited to humans The most effective solutions understand what needs to be automated and what can be completed by on-, near- or off-shoring.

Inbound Communications

Digital transformation is dependent on how efficiently and accurately companies process the inbound communications they receive. Companies need systems to scan, digitize and classify documents regardless of the format they arrive in, before being passed on to the relevant databases, systems and processes.

Digitalizing inbound

Taking a digital approach can have major operational advantages:

  • 75% reduction in mail processing times
  • 30% drop in document management costs

Digitizing inbound communications is the first vital step in digital transformation. Many companies still manually process unstructured data. Consequently, this can be inefficient, costly, error-prone and difficult to scale. IA can be used to process inbound documents, regardless of format, faster and more accurately.

For example, Natural Language Processing (NLP) infers the meaning of a document to be accurately classified.

Robotic process automation (RPA) can be used to request additional information for the enterprise resource planning (ERP) or the customer relationship management (CRM) systems or from the customer. Resulting in structured, actionable data that can enter a company's backend systems and workflows via an interface.

Implementing a hybrid model

Implementing a hybrid model that uses the best technology but is closely integrated with a company's global service centers is a better solution. Human labor will be better suited to some tasks, whereas automation will be better suited to other tasks. Therefore, the right shoring option provides the optimal cost-to-service ratio.

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E2E process improvement

Structured information needs to be entered into a company's workflows and systems to be distributed throughout the organisation. This process is a major stumbling block for many companies.

A key reason why companies do not look to digitize their unstructured data is the lack of interfaces. In these cases digitizing inbound communications can lead to higher costs as systems can not cope with increased data volumes.

90% of incoming data is still entered manually. RPA can be a crucial enabler in this process because once all incoming information is consolidated into single XML files, robots can then transfer the data directly into a company's core systems without human involvement.

Bridging the gap between systems

Once processed data has been entered into backend systems and databases, it can be made accessible to other units of the organisation. Therefore, information flows through the organization need to be considered - more so when there are legacy systems in place.

Information distributed through the company can be fully tracked and audited, meaning that compliance can be improved. This solution is ideal for healthcare and financial services sectors as the data they hold is highly sensitive.

Human interaction should not be removed from operations but should be used to focus on high-value areas or on processes that are not suitable for automation. The optimal solution is a combination of digital solutions, process excellence and strategic off-, near- or on-shoring, all on one platform.

E2E digital transformation with SPS

The IDC estimates that 70% of digital transformation projects fail because of insufficient sourcing, integration, collaboration and project management.

SPS takes a holistic approach to manage and take responsibility for the whole process; from inbound all the way to multiple touch points with end-customers. Having a deep understanding of a client’s business challenges and goals is the foundation of a successful service relationship.

We work with clients to understand their requirements and translate them into a clearly defined service with agreed outcomes and measurable KPIs; including customer journey mapping, business process mapping, business systems mapping/audit, compliance audit and cost analysis.

The majority of businesses still operate in a hybrid environment, and paper and mail will remain a vital channel over the next decade. To survive in a hybrid world, you need a hybrid solution. For more information contact us or:

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