Case Study: UniCredit Bulbank

Incoming Customer Communications in All Shapes

Automatic e-mail processing seamlessly integrates with intelligent capture

The Business

For all legally licensed Austrian broadcasting reception equipment (TV or radio), Gebühren Info Services GmbH (GIS), a company related to ORF Austrian Broadcast, manages all work including customer advice and communication. With 300 employees, GIS services more than 3.5M customers in all account, equipment and payment processes, representing a financial transaction volume of approximately € 0.75B.

The Challenge

GIS has used Papyrus Capture technology for more than a decade to process thousands of incoming paper forms a day, scanning with Kodak/Bell+Howell scanners controlled by ­Papyrus Scan Client and extracting all necessary data by recognizing printed and even handwritten characters for data such as new address or bank account number information.
This customer data is further processed in GISMO, a GIS core business application based on Oracle. Additionally much of the electronic transaction data from GIS external agents is also handled by Papyrus.

Because GIS customers use all available channels - paper, e-mail, phone and Web - handling the increasing number of customer e-mails to the general corporate e-mail address has caused more manual routing and a significant misdirection rate, with an often subjective decision of assigning incoming e-mails for response. Because these were handled in a separate manual workflow, GIS risked duplication of effort and insufficient control and auditing of manually re-entered data from the e-mails.

The Solution

Based on Papyrus Objects consolidated Capture functionality, GIS and ISIS Papyrus implemented a powerful automation solution that totally integrated with the existing Microsoft Exchange mail system. An intelligent workflow also grips incoming e-mails and faxes via the Papyrus MAPI (Messaging Application Programming Interface) Adapter.

The core Papyrus Capture function - the classification step to determine document type - has a variety of cascadable methods available to GIS, which are applied both in attachments and in the body text of the e-mails, the same as in subject and sender.

Supportive tools from ISIS Papyrus helped the customer to identify the significant keywords and attributes to differentiate the initial 16 categories. These criteria can be maintained and enhanced by the GIS business administrators on their own to react to new topics in their customer communication within hours.

The Future

As a totally scalable system, Papyrus enables GIS to react to the shift from "snail mail" forms to more and more e-mails with attached home-scanned images - without any IT modifications. Papyrus' ability to handle all types of attachments, including a variety of PDF, TIF, JPG and PNG, is continuously enhanced

As a next step for GIS, Papyrus reporting and analyzing capabilities, together with the smart formatting functionalities, may be used for further assessing the characteristics of customer communication and automated processes.

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3-staged Classification by Keywords

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Automatic E-mail Classification Process

Automation for Consistent Response

Many hundreds of incoming e-mails per day can be handled with less personal effort and higher (objective) precision. Having passed homogeneous workflow, the automatically indexed mails are archived in the same way as incoming paper documents.

The perfect versioning architecture of Papyrus with its change management enables GIS to define modifications in the base system in test status and set them as 'active' as soon as they are positively tested, including the most simple roll-back, if necessary.

Following document type classification, including addressee identification and the recognized client number, the application automatically routes the e-mail either directly to the GIS core CRM solution or into the Papyrus ERP data generation solution. Here these e-mails are handled totally identically to the paper forms, with the same UI masks which can display images and e-mails in the same way.