Learn How PITT OHIO Used Kapow to Significantly Reduce Manual Effort in their Customer Services Program

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Manually updating B2B portals and internal applications was nearly a full-time job for Customer Service at PITT OHIO. It was even standing in the way of expanding their premium support program. They considered adding staff – until they automated with Katalyst, and eliminated 90% or more of their manual Customer Service effort. Thanks to Kapow Katalyst they can grow their top line by adding premium customers without adding staff.

“We’re seeing about a 90 to 95% reduction in manual effort from our Customer Service Representatives.” – Darren Klaum, Dir. of Business Systems, PITT OHIO Express.

In fact, within weeks, PITT OHIO was able to automate all routine handling of any premium customer’s service requests by reading emails, scheduling shipments, and updating B2B portal status’ all autonomously with NO CODING!  PITT OHIO Success Profile.

Here are some of the other ways we can help:

1. Reduce DSO (Days Sales Outstanding)
2. Automate Freight Bidding
3. Increase Partner & Customer Visibility
4. Appointment Scheduling& Tracking and Tracing
5. Streamline Customer & Partner On boarding

Useful links:


Want more information? Give us a call on (949) 333 0402 or email us on sales@portfordsolutions.com.

Top 5 DocuNECT Business Use Cases for ApplicationXtender

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DocuNECT is a powerful document processing and integration platform that can be used in a number of different ways to add value to your EMC Documentum ApplicationXtender system. We have picked 5 business use cases from our customer base to demonstrate the flexibility and capabilities of DocuNECT.

1. Electronic Document Capture
Business: Insurance Company
Functionality Used: Email Capture and Virtual Print Driver

An insurance company utilizes ApplicationXtender to provide a repository of customer insurance policies. The company wanted to move towards an electronic capture solution to reduce the amount of paper scanning.

They implemented an email capture process that allows users to email documents to a central email address that is monitored by DocuNECT. DocuNECT analyzes the body of the email looking for words and phrases defined in business rules to automatically classify the document type and extract the index data.

Their insurance business application generates reports that cannot be exported, but need to be archived in ApplicationXtender. The DocuNECT Virtual Print Driver is used to print reports directly into ApplicationXtender from the business application. The content of the report is analyzed by DocuNECT to extract and assign document index data.
2. Automated Import
Business: Credit Union
Functionality Used: Electronic Forms Import

The credit union uses different types of electronic forms generated by IMM Online (http://www.immonline.com) and DocuSign Fetch (http://www.docusign.com). DocuNECT sweeps the import locations and imports the different documents into ApplicationXtender. The DocuSign documents are delivered in a ZIP format containing two documents, the original and the signature page. DocuNECT extracts the two documents from the ZIP file and appends them together before importing them into ApplicationXtender.

Business: Credit Union
Functionality Used: Member Receipt Import and Publishing

The credit union produces electronic receipts from each member transaction at the branch. DocuNECT automates the import of these receipts into ApplicationXtender for archive and also publishes the receipts to the credit union’s internet based banking system.
3. Automated Export
Business: Tax and Flood Company
Functionality Used: Automated Export

The tax and flood company stores documents related to different vendors and customers in ApplicationXtender. Once the title process is complete the documents need to be returned to the lender/customer, who each have a specification on how they want to receive the information. The DocuNECT export process allows administrators to set up specifications for each lender/customer that include the format they want the documents and indexes, which AX application to export from, document conversion requirements , whether the package needs to be ZIPed, and how to deliver the package back to the lender/customer (FTP or sFTP/SSH).
4. Business Application Integration
Business: Commercial Broker
Functionality Used: SAP Integration

The commercial broker uses ApplicationXtender repository and Workflow Manager to manage their invoice approval process. DocuNECT is integrated with the Workflow Manager application to upload invoice header and account allocation information to SAP (http://www.sap.com) FI finance system. 

 Business: Credit Union
Functionality Used: Microsoft Dynamics GP Integration

The credit union uses ApplicationXtender repository and Workflow Manager to manage their invoice approval process. DocuNECT is integrated with the Workflow Manager application to upload invoice header and account allocation information to Microsoft Dynamics GP (Great Plains – http://www.microsoft.com/en-us/dynamics/default.aspx) finance system.

5. Document Classification and Data Extraction
Business: Mortgage Provider
Functionality Used: Classification Templates

The mortgage provider wanted to increase the efficiency of their loan origination process by automating the import, classification and indexing of loan origination documents. DocuNECT’s classification and extraction functionality was utilized to create templates to identify different types of loan documents. Once classified, additional rules were applied to extract data from the documents for upload to their loan origination system for processing.
If you would like more information on how you can use DocuNECT with your ApplicationXtender environment, then contact our sales group sales@portfordsolutions.com.

Kofax: The First Mile of Customer Engagement Begins With a Single Step

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By Jeff Ballard, Industry Solutions Manager, Kofax (www.kofax.com) On June 15, 2013

Chinese philosopher Lao Tsu once said, “The journey of a thousand miles begins with a single step.” When it comes to doing business in “Age of the Customer”, it is also true that, “the journey of customer engagement begins with the First Mile.”

Today’s customers are more empowered and connected than ever before. They know what they want, and they want transactions to be fast, easy and convenient. That means you need to engage customers in the manner – and from the device – they prefer, whether from a smart phone, tablet, email or in-person. Because if you don’t, they’ll find someone who will.

Developing profitable, long-lasting customer relationships, however, goes beyond just supporting their preferred communication channel. It means addressing the entire customer interaction process, starting from the moment they engage you. This is the First Mile of Customer Engagement.

With information coming into an organization in a variety of formats – mobile, web, email, paper, fax and others – the challenge is to get that information into the appropriate systems quickly and accurately so action can be taken.
For many companies, moving this information from the originating correspondence into the core systems and applications is a manual process. While businesses can capture the document as it enters a system, more often than not they are merely creating an image of the document and routing that image for review before eventually manually re-keying the needed data for further processing.

However, such a process is overly tedious and results in unnecessarily long processing times, more room for error, and greater potential for a security breach involving your customers’ sensitive information.

By leveraging integrated capture and workflow solutions, companies can ingest key customer data quickly, automatically and with fewer errors. The result is greater responsiveness to the customer and greater accuracy during the transaction, leading to heightened customer satisfaction and loyalty. And it all starts with that first step.

See more at: http://www.kofax.com/blog/index.php/the-first-mile-of-customer-engagement-begins-with-a-single-step/#sthash.0MAWNKXo.dpuf