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5 Stages of Enterprise Capture – Are You Capturing the Enterprise?
Executive SummaryCapture is too often thought of as a solution to a department-specific problem,
when it should be viewed as an enterprise-wide strategy to capturing documents
and data, and capture-enabling end-to-end business processes. When viewed in
this way, organizations stand to gain the most value from their capture and BPM
(Business Process Management) investments, including achieving more efficient
business processes, lower operating costs, better data quality, and reduced risk of
compliance faults.
This paper describes five stages of Enterprise Capture: Image Capture, Content
Capture, Front Office Capture, Point of Origination™ Capture, and
Capture Enabled BPM™. You will learn the characteristics of these stages and
what to look for when evaluating available systems. You will also learn how Kofax
provides market-leading products and solutions that address each of these stages.
This paper will help you understand where your organization is in terms of
enterprise capture readiness, and where it needs to be to maximize the value and
return on your existing capture and BPM investments.
Kofax White paper
Capturing the Enterprise What is Enterprise Capture? What does it mean to capture the enterprise? Typically
companies start out on their capture journey by solving a
specific departmental problem. Take the Accounts Payable
process for example. The AP department processes many
invoices and supporting documents. Each document provides
critical data required by an ERP system. A capture system is
deployed to automatically read data off an invoice and enter
it into an ERP workflow for approval or payment. The capture
system is designed and deployed for that specific purpose:
a single department in a single location, executing a single
process capturing a single document type from certain
document sources (e.g. fax, mail, email), processing it using
document-specific technologies, and sending it to a specific
backend system or process.
Enterprise Capture is the application of capture technologies in
view of the needs of the entire enterprise: multiple
departments, customers or suppliers, in multiple locations,
executing multiple processes capturing various document types
from many different sources, processing them using a wide
range of technologies, and sending them to whatever backend
systems or processes are required—all in a single enterprise-
level platform.
The more of these capabilities your capture system provides,
the more enterprise-ready your system is, the more problems
you will solve, and the more benefits and return on investment
you will receive.
Why Enterprise Capture?Many businesses are challenged by:
•Poor customer and supplier service caused by slow business
processes
•High document sorting and data entry costs
•Low data quality and availability
•Exposure to compliance risk arising from data security issues,
lost documents and data errors
•High document shipping costs and on-site document storage
costs
These challenges mean businesses are always looking for ways
to optimize their processes, improve customer service, reduce
costs, and minimize risk. In fact, Gartner identifies the top 3
business priorities of CIOs as improving business processes,
reducing enterprise costs, and increasing the use of information/
analytics. Looking ahead, CIOs project one of the top 3 priorities
in 2013 will be “attracting and retaining new customers.”1 These
priorities are where Enterprise Capture can help.
Anyone
AnywhereAny Destination
Any Document
Any Source
Any Process
Enterprise Capture
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 2
1Source: Gartner, The 2010 Gartner Scenario: The Current State and Future Directions of the IT Industry, June 14, 2010
The Benefits of Enterprise CaptureThe full value of Enterprise Capture is evident when tracing the
flow of information throughout an enterprise. When information
enters an organization, Enterprise Capture systems automatically
capture, extract, validate and classify it through
Touchless Processing™; then make it available to the
right people, processes or systems at the right time,
in the right format in order to initiate or continue
critical business processes. Whether information
originates in the form of paper, fax, email, SMS, XML
or PDF format, the time required to understand and
decide what to do with the information is drastically
shortened – regardless of whether the ultimate
destination is a line of business application, content
repository, ERP or CRM system, or Microsoft®
SharePoint®. Throughout the process, the potential for
human error is minimized or eliminated.
Enterprise Capture can help organizations:
•Lower operating costs
•Improve customer service
•Increase efficiency
•Enhance productivity
•Adopt more agile processes
•Speed processing
•Reduce processing exceptions
•Improve data quality and availability
•Ensure regulatory compliance
•Do all this with a 12 - 24 month ROI
On the topic of ROI, a 2010 AIIM study asked 305 respondents,
“What payback period would you say you have achieved or
are likely to achieve from your investments in scanning and
capture?” Here are their responses:
0% 5% 10% 15% 20% 25% 30%
6 months or less
9 months
12 months
18 months
2 years
3 years
More than 3 years
40% achieveROI in 12months or less
74% within 2 years
CaptureBPM
Organizations are investing in projects with proven ROI, and
enterprise capture is a leading example. When asked, “Which
two aspects provided the best financial return on your capture
and/or BPM investment? (max 2),” they responded with:
Clearly, enterprise capture provides the returns that justify the
investment, as the system optimizes process productivity and
quality, and improves knowledge sharing and customer service.
Introduction to the Five StagesEnterprise Capture can be viewed in five stages, or use cases:
1. Image Capture – capturing documents in order to send to a
storage system for sharing, archiving, or retrieval
2. Content Capture – capturing data from documents, as steps
in a business process
3. Front Office Capture – capturing documents/data from a
branch or remote office location and sending to a central
capture server for further processing or storage
4. Point of Origination™ Capture – capturing documents/
data at the earliest point in time—when the document was
originated—and sending to a central capture server for
further processing or storage
5. Capture Enabled BPM™ (Business Process Management) –
managing business processes that contain Image Capture or
Content Capture steps
Now let’s take a brief look at each of these stages.
0% 5% 10% 15% 20% 25% 30% 35%
Improvements to process productivity
Improvements in process quality andconsistency
Better knowledge sharing and access
Faster response and better customerservice
Reduction in paper usage and transportation
Reduction in office space
Reduction in data-entry keying costs
Greater staff flexibility and remote working
Reduction in legal discovery costs
Reduction in costs of complianceinfringements
Ability to outsource/ offshore
Processproductivity andquality
Then knowledgesharing andcustomer service
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 3
Stage 1: Image CaptureImage Capture is the capturing of documents in order to send
to a storage system for sharing, archiving, or retrieval. These
systems usually sit in the back office (whether centralized or
distributed geographically), process high volumes or batches
of documents each day with a production scanner, and are
operated by dedicated, trained personnel. Examples of Image
Capture include electronic backfile conversion of paper in
filing cabinets or long-term document storage, scanning to
SharePoint for collaboration purposes, or records management.
Product ConsiderationsMake sure you consider these top 5 product capabilities when
evaluating Image Capture systems:
1. Importing: System should import from virtually any source
(email, fax, desktop scanner, production scanner, MFP, XML,
PDF, Office doc, etc.)
2. Workflow: System should provide simple out of the box
workflows that are also customizable and flexible for complex
capture processes
3. Monitoring and Reporting: System should provide
server health, batch monitoring, and automation and user
productivity reporting for all components
4. Enterprise platform and scalability: System should
provide a single platform for all capture stages; support both
centralized and distributed capture models; be scalable to
millions of documents per day; and provide redundancy/
failover capabilities
5. Enterprise Ready: System should easily integrate with any
backend system or process
Case Study:
North Carolina State Employees Credit Union – Loan Document Imaging
Challenges North Carolina State Employees Credit Union handles
three-quarters of a million loans with an average of four
documents per loan transaction. They have multiple
branches across the state, and needed a way to
transition away from hardcopy files and filing stations
due to lost files in transit between branches. They
needed all loan documents electronically captured,
stored in one central location and easily accessible by
employees in real-time from any location. The Credit
Union implemented a distributed Image Capture solution
for loan processing using Kofax Capture.
ResultsA total of 700,000 loan documents have been captured
and made available to branch employees. The system
has also reduced inquiry response time to members due
to easier access to information. “The more we develop
this project, the more we realize that the Kofax solution
will allow us to migrate into other areas of our business.
The mortgage program is just the tip of the iceberg. The
next phase is to consolidate our paper-based forms and
capture them, along with new account opening forms
and all correspondence.” – Leanne Phelps, SECU Senior
Vice President of Card and Record Services
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 4
Stage 2: Content CaptureOn to Stage 2. Content Capture is the capturing of data from
documents, as steps in a business process. Like Image
Capture, Content Capture systems usually sit in the back office
(whether centralized or distributed geographically), process
high volumes or batches of documents and data each day with
a production scanner, and are operated by dedicated personnel.
Unlike Image Capture, Content Capture focuses more on
extraction of the data in the document, than the document itself.
Examples of Content Capture include forms processing, invoice
processing, and mailroom processing.
Product ConsiderationsMake sure you consider these top 5 product capabilities when
evaluating Content Capture systems:
1. Support for All Document Types: System should be
able to process any and all document types, whether
structured forms (enrollment forms, tax forms are examples),
semi-structured documents (invoices, bills of lading), or
unstructured documents (contracts, correspondence)
2. Automated Document Classification, Separation and
Extraction: System should use multiple methods (layout,
content, size are examples) to automatically classify and
separate documents for later data extraction, and should
extract fixed or freeform data and all print types, whether
machine print, hand print, checkbox, or barcode—all without
the need to write rules or code
3. Document and Data Validation: System should allow for
efficient, easy to use manual correction of document type
and extracted data; provide field-to-field validations; and
perform fuzzy lookups to databases and ERP systems
4. Learning Capabilities: System should be easy to configure
and maintain through the use of learn-by-example training
pre-production and continuous online learning post-production
5. Distributed Capture Capabilities: System should provide
ability to easily capture documents into a central system
from geographically distributed back office environments
Case Study:
Juniper Networks – Invoice Processing
Worldwide MetricsBefore
Content CaptureAfter
Content Capture
Invoices Processed 62,000 1,280,370
No. of AP Employees 5 12
Annual Transactions per FTE 12,400 67,387
Minutes Per Invoice 9.2 2.7
Backlog 9 Days < 3 Days
Cost per Invoice $4.72 $1.61
% of Process Automated 48% 94%
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 5
Stage 3: Front Office CaptureFront Office Capture is the capturing of documents/data from
a branch or remote office location and sending to a back
office capture server for further processing or storage. Unlike
Image Capture and Content Capture, Front Office Capture
systems are, as the name implies, located in front office line-
of-business environments with knowledge workers who often
have customer facing roles, for example Loan Officers, Patient
Administrators, Salespeople, Office Managers and Customer
Service Representatives. These knowledge workers process
smaller volumes of documents and data each day with existing
office equipment. Examples of Front Office Capture devices
include MFP-based capture, desktop scanner-based capture,
and web-based thin-client capture.
Product ConsiderationsMake sure you consider these top 5 product capabilities when
evaluating Front Office Capture systems:
1. MFP Panel Integration: System should provide a simple-to-use
device app for all common MFP manufacturers, to allow users at
the MFP to quickly submit documents to capture workflows
and business processes
2. Thin Client Scan Application: System should include a web
client for desktop users to scan, edit and submit documents
to capture workflows and business processes
3. Multiple Destinations: System should provide scan-to email,
scan-to file, and scan-to repository/ERP system capabilities,
allowing users to easily scan and route documents to
multiple destinations and co-workers
4. Administration and Security: System should provide a
single administration console that manages the capture
workflows, rules and security for one MFP or tens of
thousands of MFPs, and should provide full authentication
capabilities
5. Core Capture System Integration: System should offer
dynamic access to core capture system and “scan-to”
workflows, success/failure notifications from the capture
system, and scan history
Case Study: European Financial Services Company – Insurance Document Processing
ChallengesA large European financial services company (name withheld)
used manual account opening and claims processing
processes that were initiated by mail and fax from their 325
sales brokerage branches. Brokers were constantly calling
and seeking feedback on the status of an account or claim
on behalf of their customers, and neither the brokers nor
the company had any visibility into transaction status until
the company received and processed the documents. In
addition, documents were being lost or misplaced, causing
transaction delays and frustrated brokers and customers.
ResultsThis financial services company leveraged Kofax
Capture for their back office scanning and processing
of documents. The company then extended those
processes to their 325 brokers and broker dealers in
the field via Front Office Capture—MFPs running Kofax
Front Office Server. Now, when a customer opens a
new account or submits a claim or trailing document
to the broker, the broker simply places the completed
document on the network scanner/MFP, pushes a button,
and the document’s images and data are securely
transferred to Kofax Capture for processing—it’s really
that easy. The broker receives immediate feedback
and confirmation that the document was received by
corporate, and can inform their customer of the status.
Front Office Capture was such a success that the
company also installed Kofax Front Office Server in their
independent broker dealers for competitive advantage.
With Front Office Capture using Kofax, the company can
now provide faster account opening and improved service
for their brokers and clients.
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 6
Stage 4: Point of Origination™ CaptureNow for Stage 4, Point of Origination Capture, which is the
capturing of documents/data at the earliest point in time—when
the document was originated—and sending to a central capture
server for further processing or storage. Point of Origination
Capture systems extend the concept of Front Office Capture
to either inside or outside the boundaries of an organization,
to wherever the document originated. It only makes sense to
digitize the document as early as possible, in order to minimize
document processing time and reduce complexity.
Point of Origination Capture systems process low volumes of
documents and data, on demand, with PCs and mobile devices.
They are operated by anyone—field employees, customers,
suppliers, partners—whoever has a need to remotely capture a
document and send it into the organization. Examples of Point
of Origination Capture include a truck driver’s mobile smart
phone-based capture of a waybill, and a consumer’s capture of a
loan application from a branded web portal.
Product ConsiderationsMake sure you consider these top 5 product capabilities when
evaluating Point of Origination Capture systems:
1. Smart Phone and Tablet Capture: System should support
capture from Apple iPhones and Android phones, as well as
iPad devices and other tablet computers
2. End-User Mobile Capture Apps: System should allow for
customers to develop and deploy custom mobile capture
apps for their end-customers that integrate with their core
capture system and business processes
3. Capture-Enabled Applications or Web Portals: System
should provide ability for customers to integrate scanning
and image viewing into their branded customer/supplier/
partner applications or web portals, for an integrated user
experience
4. Administration and Security: System should provide a
single administration console that manages the capture
workflows, rules and security for one device or tens of
thousands of devices, and should provide full authentication
capabilities
5. Core Capture System Integration: System should enable
customers to use cameras in mobile phones and tablets
to capture images and then pass content to core capture
system workflows that manage it into enterprise processes,
applications and repositories
Case Study:
MDTablet – Capture-Enabled Application
Challenges The MDTablet team was challenged with how to handle all
the documents that must be brought into the system to
become part of the patient’s digital record such as referral
letters, lab results, x-rays, insurance cards, etc. Once the
documents were brought into the system, medical staff
needed the additional ability to annotate these images.
Results“It was estimated it would take at least several months to
implement the basic imaging needs of our product. Our
business is providing medical software, not developing
imaging solutions. The Atlasoft DotImage Document
Imaging suite [DotImage Enterprise] allowed us to stay
focused on our core business and with very little work,
implement all our imaging needs.
“The DotTwain component allowed us to easily create
an interface for our users to scan their documents.
Within the DotImage component library, the easy to use
ThumbnailViewer and ImageViewer controls allowed
us to create an intuitive display for displaying our digital
images. Finally, with the DotAnnotate component, we
could provide our users an easy way to annotate their
images. The Atalasoft DotImage Document Imaging suite
[DotImage Enterprise] was truly a complete imaging
solution for our needs.” – Tim Cummings, Development
Manager of MDTablet
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 7
Stage 5: Capture Enabled BPMTM
The fifth and final stage, Capture Enabled BPM, is the managing
of business processes that contain Image Capture or Content
Capture steps. Capture Enabled BPM dynamically manages
the flow of the information throughout the enterprise, enabling
organizations to not only automate the process of capturing
information, but also design business processes around it.
Capture Enabled BPM systems have both front office and back
office components, execute many processes each day with the
help of other enterprise system integrations (email and CRM,
for example), and are used by knowledge workers for
completing their work in a more efficient, orderly and
predictable manner. These BPM systems manage processes
that frequently require document capture, whether initially (a
customer sends in an application form to obtain a new home
loan), or later in the process (same customer sends in
supporting documentation requested by the loan underwriter).
Capture Enabled BPM can automate and manage the flow of
information throughout the entire customer engagement
lifecycle, from onboarding (e.g. a new account opening or
admissions application) to order transaction (e.g. loan
underwriting or insurance claims processing) through to
customer service and correspondence (e.g. portfolio
management or customer complaints).
Product ConsiderationsMake sure you consider these top 5 product capabilities when
evaluating Capture Enabled BPM systems:
1. Supports All Aspects of BPM: System should include
capabilities like process design, execution, monitoring and
optimization
2. Single Platform for BPM/DCM: System should support both
predictable processes (BPM) and unpredictable processes
(Dynamic Case Management) in a single platform
3. Easy to Configure and Maintain: System should take days
or weeks, not months, to configure, and should be easily
updated when processes inevitably change
4. Enterprise Ready: System should allow processes to
be easily used with other enterprise systems used by
knowledge workers, including CRM, ECM, email and IM
5. Core Capture System Integration: System should tightly
integrate all capture aspects (for example: extract, validate)
for use as discrete steps in the defined business process
Case Study:
JPMorgan – Client On-BoardingImplemented using the Kofax TotalAgility BPM product,
JPMorgan’s new Client On-Boarding process ties together
multiple internal departments and systems across
disparate geographies, enabling a high-performance team
to efficiently and effectively bring new clients on board.
The resulting metrics are astounding:
•80% reduction in Client On-Boarding cycle time
•50% reduction in management overhead
•40% increase in throughput capacity
•>60% of manual steps eliminated
•Improved visibility of Client status in On-Boarding process
•New ability to capitalize on lessons learned in every
previous Client On-Boarding
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 8
Which Stage Best Reflects Your Organization?Now that you are familiar with these stages of enterprise capture, which stage do you think best reflects your organization? Note
characteristics can be shared between stages, and you may find that your organization reflects a combination of multiple stages,
depending on the department or application.
Where would you like your organization to be in this chart?
Enterprise Capture Stages Image Capture Content Capture Front Office Capture Point of Origination Capture Capture Enabled BPM
What is Captured Documents Data Documents and Data Documents and Data Documents and Data
Capture Destination Storage Step in Process Step in Process Step in Process Step in Process
PurposeDocument Sharing, Archiving/
RetrievalCentralized or Distributed Data
Capture/ProcessingBranch or Remote Office Data
Capture/ProcessingRemote Capture, Customer Capture Process Automation
Capture Location Back Office Back Office Front Office Wherever document originated Back and Front Office
Paper/Process Volume High High Low-to-Mid Low Varies
Capture/Process Equipment Production Scanners Production ScannersMFPs, Desktop Scanners,
PC Web ClientsMobile Smart Phones, Tablets,
PC Web ClientsAny Device
Operator Capture Specialist Capture Specialist Knowledge Worker Anyone Knowledge Worker
Application ExamplesElectronic Backfile Conversion,
Scanning to SharePoint, Record Management
Forms/Invoice/Mailroom ProcessingBank Branch Employee Capture
of New Account FormsMobile Capture of a Waybill,
Web Portal Capture of a Loan App
New Account Opening, Admissions App, Insurance Claim,
Customer Complaint
Time to process Days to Weeks Days to Weeks Hours Minutes Varies
Business Value Increase
Where is Your Organization? Capturing Documents Capturing Data Enabling Branch and Remote Offices
Enabling the Field and Customers
Automating Entire Business Processes
Combining Stages for Maximum ResultsOrganizations typically begin their capture journey with Image
Capture solutions, and after successful implementations, branch
out into other capture stages to achieve additional business
value. The end result is a combination of the various stages to
meet specific business needs within the enterprise. Take ABC
Bank for example:
•ABC Bank’s HR and Legal departments use an Image Capture
system to store employee onboarding and vendor contract
documents.
•ABC Bank’s AP department uses a Content Capture system
to extract data from thousands of invoices received weekly
for automatic transmission to their invoice coding/approval
processes and ERP systems.
•Personnel from an ABC Bank branch employ a front office
capture system by using the office MFP to capture new
account applications, including savings, credit card, and
mortgage, for further processing.
•ABC Bank customers use their smart phone to capture and
transmit additional personal documents required by the
mortgage underwriting department.
•ABC Bank implements Capture-Enabled BPM for their invoice
processing, mortgage processing, and new account opening
business processes, each of which include steps to capture
initial and trailing documents required by the process.
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 9
Kofax Delivers Enterprise Capture Number one in the batch image and batch transaction capture
markets in 20102, Kofax delivers enterprise capture and capture-
enabled BPM solutions. For 25 years, Kofax has provided award
winning solutions that manage the capture and streamline the
flow of business critical information throughout an organization
in a more accurate, timely and cost effective manner. These
solutions provide a rapid return on investment to thousands of
customers in banking, insurance, government, business process
outsourcing and other markets. Kofax delivers these solutions
through its own sales and service organizations, and a global
network of more than 800 authorized partners in more than 70
countries throughout the Americas, EMEA and Asia Pacific.
Kofax offers products that address all stages of enterprise
capture discussed in this paper:
•Image Capture – Kofax Capture for document capture, and Kofax
VRS for image enhancement
•Content Capture – Kofax Transformation Modules for document
classification and data extraction,
Kofax e-Transactions for electronic invoice capture,
Kofax Communication Server for inbound/outbound customer
communications
•Front Office Capture – Kofax Front Office Server for MFP-based
capture
•Point of Origination Capture – Kofax Mobile Capture for smart
phone and tablet capture, and Kofax DotImage Enterprise for
enabling web portals with scanning and image viewing
•Capture Enabled BPM – Kofax TotalAgility for BPM/DCM,
Kofax MarkView for AP invoice workflow automation
Learn MoreTo learn more, contact your local Kofax sales or partner
representative today or visit www.Kofax.com.
White Paper• 5 Stages of Enterprise Capture – Are You Capturing the Enterprise? • Page 10
© 2012 Kofax, Inc. All rights reserved. Kofax, the Kofax logo and VirtualReScan (VRS) are trademarks or registered trademarks of Kofax, Inc. in the U.S. and other countries. (05.2012)
2Harvey Spencer Associates
(The 2011-12 Worldwide Market for Document Capture Software, July 2011)