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BPM and ECM as Catalystsfor Business TransformationBridging the People, Process And Content Divide
Enabling Transformation in Banking:Through Centralization and Process AutomationCentralization of Back Office OperationsBanks today need systems beyond core banking. For improving productivity, centralization of back offices is an imperative,where non-customer facing activities would be moved from branch to central back office. This ensures that most of the staffat branches is customer facing and performs value added services. Using BPM & ECM, banks can build centralized backoffices and improve overall customer experience.Digitization of Paper-based ProcessesDigitization helps transform manual & paper-based processes across branches/Head Offices into electronic processes. Thiseliminates all error-prone and redundant activities like manual hand-offs, needless paper movement, repetition of checksand reviews and more system inputs than necessary.Improve Process VisibilityProcess automation leads to greater visibility and transparency across the organization. This can be achieved through realtime dashboards-empowering the enterprise to gain insights into the work in progress, user or process performance andKPIs, and thus optimizing process performance.Enhance Customer ExperienceEnhanced customer experience can be achieved by ensuring communications via customers' preferred channels and byenabling them to get access to the bank via multiple channels like mail, fax, SMS, phone, web portal etc. Customeron-boarding experience can be improved by leveraging alternative channels of communication using Newgen's CCM solution.Meet Regulatory CompliancesAnother important benefit offered by BPM/ECM, is the ability to adhere to all policy and regulatory compliances. Further itenforces adherence to the SOPs, SLAs and thus ensures consistency and process completion.Retain Process Control While Outsourcing SelectivelyProcess Automation enables large organizations to outsource selectively and lets them retain control of the entire process.The BPM/ECM solution further enables them to outsource the non-core activities while maintaining visibility into outsourcedtransactions.Figure 1Illustration of Centralized Loan Processing
BankingFigure 2: Newgen Solutions in BankingRetailA/c Opening & Maintenance, Term Deposit Services, Customer Services etc.Payment & SettlementFund Transfer & Remittance, Forex Operations, PDC Operations etc.Lending & MortgageLoan Origination, Loan Underwriting, Loan Servicing, Early Warning System etc.Corporate/CommercialLC Issuance & Amendment, Bills of Exchange, Shipment Credit etc.OrganizationalAudit/Operational Risk Management, Contracts Management, Corporate Finance, Vendor Services etc.Credit Card & Third PartyWealth Management & Depository, Security Trading, Credit Card Issuance etc.Figure 3: Success StoriesOverviewChallengesBenefitsAccount Opening &Customer On-Boardingfor a leading Indian BankManaging high transaction volumesReduced TAT by 60%High Turn-Around-Time (TAT)Improved SLAs by 35%Monitoring of operational metricsEnhanced Employee Productivity by 41%Loan Process Automationfor a European BankProcess was time consumingSystems running in silosAutomation across 250 branchesIntegration with core systemsTrade Finance Processesfor a leading Bank in EMEAAchieving business agility80 processes automatedFaster change managementCustomer Experience ManagementBulk Processing of requestsImproved Customer Retention by 20%Unified customer servicesImproved Process Efficiency by 30%“We found the BPM platform very useful to align our business processes. It gives us the flexibility to amend the processes andimprove them further.”- Abu Dhabi Commercial Bank“ Newgen BPM solution has enabled us to fulfill our mandate of rapidly expanding our operations, within budgets, throughcentralized back-end credit risk processing and leaner branches. We have been able to automate and streamline processesincluding Personal Loans, Cards Processing, Mortgage, Account Opening and Auto Loans. Turn-around-time has been reduced by50%, document handling cost has gone down by 80% and first-time-right processing has increased from 70 to 95%. Functionalityfor Fraud detection and Risk mitigation, Credit Risk score-card etc. have been in-built and have enabled us to manage risk andcompliance effectively.”- Alex BankTo know more about Newgen’s banking offerings, visit us at: http://www.newgensoft.com/solutions/banking finance
Enabling Operational Excellence for SSCs:Through Standardization across Geographies, ERPs and ProcessesSSC as a Center of ExcellenceBusinesses across the globe are embracing Shared Service Centers (SSCs) for reasons beyond labor arbitrage. The objectiveof SSCs has shifted from pure cost reduction to creation of a Center of Excellence that provides operational excellence,better service, compliance and uniform SOPs across disparate entities.Figure 4: Challenges for SSC’sChallengesNext Level ComplexitiesMultiple Geographies & Multiple ProcessesLanguages, Time Zones, ProcessesProcessing with Multiple ERP’s & Peripheral ApplicationsMultiple ERPs Versions, Challenges in Data Uniformity and User experienceMoving to Next Best PracticesProductivity improvement & cost reduction aligning with and supersedingindustry benchmarksFigure 5: Success StoriesOverviewChallengesBenefitsProcure to Pay process automationStandardization of processes across19 countries in Europe and APAC regionsReduced TAT by 50%Consolidated Payment MISImproved SLA ManagementCentralization of F&A processesspanning 28 countriesCentralized processing of invoices with amulti-country implementation.Enhanced Productivity by 70%Streamlining SSC operations acrossmultiple geographiesDifferent ERP applications across business unitsSingle platform for multiple processes, withmulti-language interfaces, catering to 50 countriesCountry-specific localized version requirementsIntegration with multiple ERP packagesReduced TAT by 80%Newgen SolutionOwing to its extensive experience in SSCs, Newgen offers a true Shared Services Transformation Framework aligned with best practices andnext practices. Newgen solution helps transform global Shared Services with flexible processing and change management framework, proactiveservice management, complete accountability and real time visibility.The solution addresses the needs of various stakeholders across functions in an organization. CFOs gain with real time visibility ofDSO/DPO reports with root cause analysis through drill-downs, whereas the Shared Services Heads no longer need to worry about SLAManagement, Productivity Management, and handling multiple ERPs and geographies. Also, it relieves IT of managing multiple pointsolutions as the Newgen framework acts as panacea, providing a single platform for processes across Shared Services spanning functionslike Finance, Procurement, Human Resource and IT.“We chose Newgen solution over other international vendors because we needed a scalable solution that could be rolled out in ashort period of time. Newgen's domain experience in Shared Services was also an advantage. With the deployment of the Newgensolution we can respond quickly to changing business requirements, take quicker decisions and enhance efficiencies, whileleveraging existing systems.”- Astra ZenecaTo know more about Newgen’s SSC offerings, visit us at: http://www.newgensoft.com/solutions/shared service center ssc
Enabling Rapid Roll-out of ProcessPlatforms for BPOsECM and BPM Solutions for BPOsNewgen solutions enable BPOs to quickly configure and roll out new customer processes by allowing rapid modeling andcustomization of business processes. Newgen's BPM and ECM solutions enable quick implementation of transactionalcustomer processes using image-based BPM platform that provides out-of-the-box desktop for coordinated image/dataentry forms.The solution also provides enough flexibility to quickly accommodate process changes without compromisingservice levels.Customization of Business ProcessesNewgen solutions enable BPO's to quickly configure a single platform for a given process such as F&A, HR, Banking,Healthcare, and Insurance etc. that is easily adaptable for different customers through customization/parameterization. Thesolution also empowers them to build a Center of Excellence for long-term benefits.Figure 6: Success StoriesOverviewChallengesBenefitsHealth Insurance Claims Processingfor a leading BPOProcessing 20000 claims per dayHR Process Automation for one ofthe worlds top 4 offshore BPOAutomation of Employee Claims andEmployee On-boarding processBanking Process Automation for apioneer in BPO operationsAutomation of UK PO Savings fulfillment,Servicing and Credit Card fulfillmentprocesses4000 UsersF&A Process Platform fora leading BPOAutomation of Procure to Pay, Records toReport and Sales Order to Cash processes20 customers using the F&A PlatformIncreased Productivity by 200%Claim Data capture accuracy 99.95%HR Processing for 100,000 EmployeesReduced TAT by 50%Meeting SLA ComplianceStandard Productivity reports and dashboards for business reports allows for Real-time visibility and enables adherence toSLA compliances, even when the process participants span multiple geographies.Improving Process Visibility and MonitoringNewgen BPMS platform allows BPO's to provide seamless participation to end-customer organization in the outsourcedprocess by way of integrating their core system, routing exceptions and approval requests to customer personnel with endto-end tracking and making monitoring dashboards available to them.“Newgen offers a unified BPM solution that continues to stay one step ahead of the competition. With the deployment of theNewgen solution we can respond quickly to changing business requirements, automate and empower decision-making and createreal time collaboration across the enterprise, while leveraging existing systems. The most remarkable advantage is the kind ofreporting and visibility into our processes offered by Newgen BPM suite which enabled us to manage our Service Level Agreements(SLAs) in an efficient manner.”- Patni BPOTo know more about Newgen’s BPO offerings, visit us at: http://www.newgensoft.com/solutions/business process outsourcing bpo
Delivering Citizen Centric Services:BPM and ECM for e-GovernanceToday, Governments across the globe are keen to create the right governance and institutional mechanisms. They aretherefore setting up core infrastructure and policies for implementing a number of e-Governance Projects at different levels.Creating a citizen-centric environment for governance is the single most important objective of all such e-Governanceinitiatives.Successful e-Governance initiatives are focused at ensuring better services for the citizens by ensuring convenience,efficiency, transparency & reliability. Several major initiatives such as online application for registration, e-filing of returns,building approvals, waste management and health management in municipalities, etc., have been taken at different levels ofgovernance to meet these objectives.Newgen SolutionNewgen's ECM and BPM based solutions enable government agencies to transform their services and achieve high levels ofcitizen satisfaction, total compliance and reduced costs.Key benefits of Newgen's solution for e-Governance include:Ÿ Effective delivery of citizen centric services through automation of inter and intra department government processesŸ Anywhere-anytime services through multiple outlets such as internet portals, over the counter, service outlets, kiosks etc.Ÿ Improved transparency and visibility into processes through tracking, monitoring and real time dashboardsŸ Effective re-engineering of government processes by removal of redundant steps, automation of manual steps, parallelprocessing, centralization and integration with legacy systemsŸ Compliance through effective implementation of record management policiesŸ Ensuring authenticity of important documents through effective usage of digital signaturesŸ Secure, scalable, robust and proven platform to meets all current and future requirementsFigure 7:CircularManagementDocument kflowNewgenE-GovernancePlatform[ECM & BPM]LegislativeQueryProcessingElectronicFile MovementContractManagementGrievanceManagementLegal ementNewgen’s e-Governance Solution Spectrum
e-GovernanceFigure 8: Success StoriesOverviewChallengesBenefitsAutomation of Receipt, Registration andRepayment of Tenancy Bonds for a largegovernment organization in AustraliaEntire registry system on a single platformto handle Lodgment, Claims and PaymentsSingle interface for Staff, Agents, Landlordsand TenantsFaster delivery of servicesTransparent processing with a single interfacefor Staff, Agents, Landlords and TenantsAnywhere-anytime access to documentsEnabling online availability of FinancialStatements for a government departmentin APACTo manage huge number of legacy as wellas new documents and make them availableonlineEffective de-risking and control of the processAutomation of office transactions for alarge publicly funded industrial R&DorganizationLack of efficient tracking mechanismDependency on the physical movementof documentsReduced TAT by almost 60% due toautomationQuick & easy search functionalityKnowledge Management Repository fora leading government departmentLack of a centralized repositoryTime-consuming retrieval of informationAccess to the right content at the right timeCentralized collaboration and content storageensuring better visibility and controlLack of visibility and controlOur Achievements:Ÿ Won 15 prestigious government orders including Mission Mode Projects (MMPs) with in last 1 yearŸ Credited with one of the world's largest EDRMS implementationŸ Helped several government agencies to transform business operations by re-engineering processesŸ First company to provide technology, logistics and infrastructure know-how for voter ID cards to Indian citizensŸ Newgen's BPM based solution for a prestigious government agency received CSI-Nihilent e-Governance awardŸ Newgen's Solution emerged as the Gold Award winner under Legal and Courts category at the 2011 Global Awardsfor Excellence in Adaptive Case Management (ACM)Ÿ Newgen's CSIR implementation awarded the e-World Forum 2012 Award for the best e-Governance Initiative usingNew Age TechnologiesTo know more about Newgen’s e-Governance offerings, visit us at: troller and Auditor General of IndiaSupreme Audit Institution of IndiaHkkjrh; ok;q lsukINDIAN AIR FORCEUIDAIConsultancy Development CentreAutonomous Institution of DSIR, Ministry of Science & TechnologyUnique Identification Authority of IndiaPlanning Commission, Government of IndiaCSIRCouncil of Scientific and Industrial Research
Transformation in Insurance:Through Process Automation, Digitization and Customer CentricCommunicationToday, insurance organizations are wary of their top-line and bottom-line performances. With shrinking margins, there arechallenges for insurers to increase profitability, offer better services to retain customers and detect frauds (claims) early.With more and more channels being introduced for business opportunities, the ability to acquire customers in short cycles,increase profitability through better underwriting, process claims faster within regulatory framework, manage operationsthrough lean setup without adding flab, handle varied communication modes and maintain customer responsiveness is a keydeterminant of business success for insurance organizations.Newgen enterprise BPM, ECM and CCM solutions enable insurance organizations to build and sustain competitive advantageby automating their business processes, managing enterprise content efficiently, facilitating better decision-making andpersonalizing customer communication.Figure 9: Success StoriesOverviewChallengesBenefitsWorld's Largest EDMS implementation fora leading Insurance company in IndiaDigitization of huge volumes of historicalrecordsOver 7 billion documents for 250 millioncustomer policies archivedEnabling anytime-anywhere serviceto customers25000 users across 2000 branchesNew Business & Policy Owner Servicingprocesses for a leading private insuranceplayerBurgeoning volume of transactionsIncreased volume of transactions by 300%Dependency on physical movement ofdocumentsReduced dependency on physicaldocuments 100%Automatic Data Extraction for a fast growinginsurance company with a networkof over 550 branchesProcessing 40000 pages of insuranceproposal forms per day99.53% successful extraction with95% accuracyNewgen has proven expertise in quickly implementing comprehensive processes within assured time frames. Processessuccessfully automated by the company include:ŸŸŸŸŸŸCustomer Acquisition & Policy IssuancePolicy Owner ServicingClaims ManagementIncentive & Commission ManagementCustomer Query & Complaint ManagementOut-bound Correspondence Management“The Newgen BPM solution allows us to closely monitor time frames, while efficiently handling burgeoning growth in number andcomplexity of customer requests. This has been possible due to the system's close integration with all other insurance applications.”- Max New York LifeTo know more about Newgen’s Insaurance offerings, visit us at: http://www.newgensoft.com/solutions/insurance
Enabling Better Customer Experience:Through Smart and Targeted CommunicationsIn today's competitive world, customer is the most important asset to an organization and it is pertinent to retain customersfor sustainable growth. Smart and effective customer communication is the key to retaining existing customers and attractingnew ones. The communication is expected to be highly personalized, one-on-one and over the preferred delivery channel.Customer Communication ChallengesŸ Ineptness of Marketing MessagesŸ Regulatory ComplianceContent and design consistencyAuditing of all activitiesArchival and availability of historical communicationMessages are generic and not targetedŸ Promotional inserts are thrown without being readLong rollout cycles for marketing campaignsŸ Effective Cost ManagementŸ Visibility of ProcessLack of end to end process visibilityInability to monitor performance of marketing campaignsTracking bottlenecks cumbersomeCost of different statements for different productsAdditional cost for each channel –web, email, printCost of promotional insertsNewgen's Customer Communication Management (CCM) SolutionNewgen's CCM solution helps businesses in transitioning to new generation customer communication while driving down costs.Key Solution FeaturesŸŸŸŸDesigner tool for highly interactive and personalized communicationDefinition for static, variable and marketing content with corresponding business rulesData consolidation from multiple disparate systemsIntegration with the best of breed BPM and ECM platform providing:Efficient workflow for statement creation, approval and distributionLong term archival and on-demand availability of all transaction documents such as bank statements, utility bills etc.ŸComprehensive audit trail of activities from creation to archivalBusiness Activity Monitoring (BAM) for real time monitoring of the entire processRules engine for effective marketing messages on demographic & activity patternŸŸŸŸSingle platform for multi channel delivery - print, email, web and mobileBatch printing and secure electronic correspondenceDelivery tracking across all channelsAnalytics for usage of different communication modes and viewership of marketing messagesBusiness BenefitsŸ Consolidation of Transactional InformationBetter customer experience by having a single view of all customerengagementsŸ Customer Centric Inline AdvertisementUtilize prime paper space for personalized inline advertisementsRule-based profiling and segmenting of customersŸ Cost SavingsConsolidated output saves paper, printing and postageAvoid wasteful and unread insertsReduced manpower for the entire processŸ Improved PresentationCommunicate in customers preferred languageAdherence to corporate branding guidelinesGraphical analytic representation for taking informed decisionŸ Electronic and Multichannel DeliveryFailsafe and faster delivery of the correspondences through emailand mobileTracking of bounced, undelivered, incorrect statementsPersonalized messages over html body or attached pdfŸ Better ComplianceRepository for archival and real time retrieval of transactiondocumentsService duplicate statement requests effectivelyWork flows for multi-level approvalsContent and design consistencyAnytime auditTo know more about Newgen’s CCM offerings, visit us at:http://www.newgensoft.com/products/customer communication management
Mobile Capture On-The-GoZapIn empowers business executives on the move to deliverprompt customer serviceThe primary challenge faced by field executives in delivering effective customer service, for e.g. in Customer On-Boarding, isgetting paper from the point of initiation to the point of processing center. Typically the information gets captured on a physicalapplication form. It then gets submitted to a branch from where it gets couriered to the processing center and then finally it getsprocessed. Improper filling, missing supporting documents and loss in transition add to the turn-around-time for the process.Capturing information at the point of customer contact and initiating its processing in real time is a challenge both in terms of timeand cost.Newgen Software has made a pioneering foray into Mobile Capture Technology to bridge this gap between service deliverytimelines and customer expectations.ZapIn – Newgen's Mobile Capture ApplicationNewgen has developed an innovative Mobile Capture Enterprise Application “ZapIn” that revolutionizes the way data getscaptured. ZapIn is available both on Mobile phones and Tablets. Now a bank agent or officer can go to the customer's door step,acquire and submit Account opening or Loan Application or Credit Card form using Mobile/Tablet devices. Depending on theapplication, certain key fields can be entered and Images of Application Form, KYC Documents can be taken using the built-incamera and sent using a GPRS/3G connection to the back-office.The key to the application is our advanced image processing that ensures high quality images and minimal size making it viable to betransferred over a GPRS/3G network. Further the application ensures First-Time-Right by enforcing business rules and logic so thatall key information and documents are captured properly before the process gets initiated. ZapIn is a highly secure application as itencrypts all data that gets transferred over the network. Only registered Mobile/Tablet devices are allowed to communicate withthe ZapIn server ensuring safety and security of customer information.Application FormZapInPersonal DetailsFirst NameLast NameApplication FormDate of BirthCitizenGPRS/3G/WiFiPersonal DetailsFirst NameAddressLast NameCityDate of BirthState & Zip CodeCitizenCountryAddressCityPhone NoState & Zip CodeSubmitCountryPhone NoSubmitABC Bank - Application FormMobile Capture ServerApplicationFormCore ApplicationsSupportingDocumentsFigure 10: ZapIn Key benefits and FeaturesKey BenefitsFeaturesDrastic reduction in Business Process Cycle TimeAdvanced imaging for: Capturing high quality application formand supporting document images, Creating highly compressedimages for efficient network usage, Image enhancements,Barcode recognitionCustomer Delight of getting serviced at point of contactBetter ProductivityBuilt-in rules to ensure First-Time-Right and no reworkBuilt-in checks and validations for key form fieldsEasy integration with third party applicationsSecure Data and DocumentsEnsuring ComplianceCost Savings: No Scanning required, Reduced courier costDuplicity and Storage CostsUser-Friendly and fully configurable InterfaceData and Image EncryptionSingle/Bulk uploadAvailable on Android/iOSTo know more about Newgen’s ZapIn offerings, visit us at: http://www.newgensoft.com/products/mobile capture zapIn
Business Process Management SuiteForms Processing EngineOmniFlow is a platform-independent, scalable Business ProcessManagement Suite (BPMS) that enables automation of organizationalbusiness processes. OmniFlow is designed to ease the creation,deployment, modification and management of Business Processes.Built using open technologies, it has seamless integration abilitiesallowing it to be introduced into any IT infrastructure.OmniExtract is the data capturing solution which extracts businesscritical information from image documents and forms. It can extractall possible kinds of information like Hand-printed/ HandwrittenCharacters, Optical Marks, Barcode, Machine-printed Characters andMICR Fonts. Enterprise Content Management SuiteOmniDocs is an Enterprise Content Management (ECM) Suite forcreating, capturing, managing, delivering and archiving large volumesof documents and content. OmniDocs manages Scanned DocumentImages, Electronic Documents and Emails as records. It also supportsseamless integration with other enterprise applications.Invoice Processing SystemNewgen’s Invoice Processing System, with automatic data verificationand validation capability, is a solution for automatic data capturefrom semi-structured invoice documents. It also supports seamlessintegration with SAP and other ERP’s. Image-Based Check Clearing & PaymentCustomer Communication ManagementNewgen's Omni Output Management System (O2MS) delivers smarter& targeted communications for better customer experiences. It offersthe capability of leveraging prime paper space for customer centricinline advertisement, consolidation across multiple products. It enablessecure communication on improved templates with rich designs andgraphical representation of analytics across multiple distributionchannels. In addition easy archival & retrieval of correspondences forpresentment & efficient customer request resolution is achieved usingthis enterprise application. Enterprise Reports Management and ArchivalOmniReports stores trillions of computer-generated output pages andreports in a highly compressed form. It has a high-speed ingestionprocess with simple interactive definitions, enables instant access toterabytes of reports independent of business application, and is fullysearchable at field/row/page levels. OmniReports is ideal for sun-settingof business applications as well as optimizing core system performanceby purging historical reports. Production and Distributed Scanning SuiteOmniScan is a production and distribution software scanning fordocument image capture. It supports distributed scanning, imagequality enhancement and delivery of documents to business systems.Newgen’s ChequeFlow is an image based Cheque Processingsolution for inward and outward clearing. Advanced and highlyconfigurable sub-systems for Automatic Signature Verification, FOREXCheque Processing, PDC Management, ECS/ACH mandates, add-onsfor Cheque Deposit Machine/ Kiosks. Governance, Risk & ComplianceCompliance Manager is an integrated solution for Governance, Riskand Compliance that’s geared to ensure compliance with standards,best practices and guidelines of various regulatory acts.
About Newgen Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & CustomerCommunication Management (CCM) 900 installations across 50 countries Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government Credited with some of the world's largest implementations Innovative culture, consistent R&D investments, 35 patents Employee strength 1100 Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3OFFICESIndiaNewgen Software Technologies Ltd.A-6, Satsang Vihar Marg,Qutab Institutional Area,New Delhi - 110 067 INDIATel: 91-11-4077 0100, 91-11-2696 3571, 2696 4733Fax: 91-11-2685 6936Email: corpmktg@newgensoft.comFor Sales Query: 91 11 40773769AmericasNewgen Software Inc.1364 Beverly Road, Suite 300McLean, VA 22101Tel: 1-703-749-2855Tel: 1-703-439-0703Email: usa@newgensoft.comFor Sales Query: 1 (202) 800 7783Europe, Middle East & AfricasNewgen Software Technologies Ltd.Off No: 314, Building No: 3P O Box. 500297,Dubai Internet City, Dubai, UAETel: 971 44541365Fax: 971 44541364Email: emea@newgensoft.comFor Sales Query: 44 (0) 2036 514805 973-1-619-8002Asia PacificNewgen Software Pte Ltd.146 Robinson Road #03-00Singapore 068909Tel: 65 6221 8432Fax: 65 6221 6923Email: asiapac@newgensoft.comFor Sales Query: 65 3157 6189SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
to-end tracking and making monitoring dashboards available to them. Newgen offers a unified BPM solution that continues to stay one step ahead of the competition. With the deployment of the - Patni BPO Figure 6: Success Stories Overview Challenges Benefits Automation of Employee Claims and Employee On-boarding process Health Insurance Claims .
