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Wolfgang Prassl Executive Board Member ICON International Software Distribution and Services AG

Technology of Centralized Document Production : Process-Integrated Customer Communication Documentation and Output Management. Wolfgang Prassl Executive Board Member ICON International Software Distribution and Services AG. Technology of Centralized Document Production.

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Wolfgang Prassl Executive Board Member ICON International Software Distribution and Services AG

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  1. Technology of Centralized Document Production:Process-Integrated Customer Communication Documentation and Output Management Wolfgang Prassl Executive Board Member ICON International Software Distribution and Services AG

  2. Technology of Centralized Document Production ICON International Software Distribution and Services AG markets DOPE (Document Processing Enhanced) a standard software product of icon Systemhaus GmbH in Stuttgart, Germany. DOPE is a process-controlled correspondence system with rule-based text blocks for the automatic and interactive production of highly personalized business documents (correspondence, policies, contracts...).

  3. Technology of Centralized Document Production Automatically and interactively produced personalized correspondence is an immensely important part of an effective customer service strategy. DOPE reduces design, programming, implementation, printing, postage and handling costs, shortens time-to-market cycles and improves correspondence quality and administrative efficiency.

  4. Technology of Centralized Document Production For years, document output management (DOM) has been pegged as a back-office operation that produces customer statements and bills.* Now, customer experience demands will thrust DOM into a major software category supporting the growing and diverse content that enterprises must assemble and deliver to customers. * * according to Forrester, a leading market research company

  5. Technology of Centralized Document Production • According to Forrester , what does it mean ? It means that enterprises must • consistently manage and deliver output for structured, interactive, and on-demand apps; • integrate with the many transaction systems, enterprise apps, enterprise content management (ECM), and business process management (BPM) deployments within an enterprise; • link proactively with marketing systems and goals. AND they have to combine the print output channels and the digital world

  6. Technology of Centralized Document Production With an enterprise approach to DOM,  information and knowledge management (I&KM) professionals can help their organizations improve the customer experience through better personalization, multichannel consistency, and more capable interactive and on-demand applications.* * according to Forrester

  7. Technology of Centralized Document Production Forrester states • Companies spend millions of Euro’s managing customercorrespondences • Companies spend millions of Dollars managing customer correspondences. • Companies spend hundreds ofmillions of Rubles managing customer correspondences. • MOST OF THEM DON’T EVEN DO NOT KNOW HOW MUCH THEY SPEND

  8. Technology of Centralized Document Production • Today's customer communications must create new business opportunities. • Evaluating the ROI of correspondence management proves that organizations can realize a return within a year and even shorter. A real case: • ING-DiBA the largest direct banc in Europe is using DOPE and made a calculation of how much one extra mouse clickwould cost: the result is an astonishing € 500.000.-/year

  9. Technology of Centralized Document Production What does it mean in practical terms ? • The way of doing business will become much more digital-centric. But before one can implement that strategy one must clean up the mess created by the historically growth. • An area most often ignored are the output channels being used for customer communication. The documents being sent to customers are often the only business card of enterprises which do not produce goods. Especially large enterprises with high volume of communication needs to the outside world like banks and insurances had grown through mergers and acquisitions with the consequence that at the end of the day the new organization has to deal with even more complex IT infrastructures. • A real case: WÜSTENROT & WÜRTEMBERGISCHE

  10. Old technology / Legacy System Text- admin Data retrieval (Documents-logic) Formatting Archive Post Processing (Frankiing + Postageopt..) Text editing Distribution (Copies-- + dispatch, conversion) Printing ASF 3.3 Württ. Insurance DOPE/Dialog PBP / ASF DOPE/Compose CTV NV + DBP RF-Syst. POSY ASF 3.3 (native) DCF Cont.Man. Release of the print data stream to the physical printing BOM + CTV NV + DBP WAA/TSO WAA Dasi WAA (Korrespondenz) CONTROL D KA Insurance ASF 3.3 PBP / ASF DOPE/Dialog DCF KA NV + CONTROL D Vorg. Historie TSO/DCF eig. PGME (Assembler) ASF 3.3 (native) Cont.Man. Building savings PBP / ASF ASF 3.3 + DI02 DCF BSW NV + DBP ASF 3.3 Cont.Man. DOPE/Compose POSY Württ. Bank PBP / ASF ASF 3.3 DCF WBP NV + DBP ASF 3.3 + B55 Cont.Man. Remark: 4 different ASF-installations, DocBridge-Pilot (DBP) hasbeeninstalledwith different Processes, POSY isinstalled in 2 seperateinstallationsatWürttand BSW/WBP.

  11. Target Technology / Output Management Text- admin Data retrieval (Documents-logic) Formatting Archive Post Processing (Frankiing+ postageopt..) Text editing Distribution (Copies- + dispatch, conversion) Printing Württ. Insurance DOPE / Admin DOPE / Framework DOPE / Dialog DOPE / Compose DOPE NV + DBP Content Manager POSY (?) Release of the printing data stream to the physical printing KA Insurance Building savings Württ. Bank

  12. Document Creation as a Service of the Application Framework BusinessApp. 1 Business App. 2 Business App. 3 Application Framework Doc. 1 Doc. 2 Doc. 3 BusinessApp. 1 Business App. 2 Business App. 3 Application Framework Document Output Infrastructure

  13. Technology of Centralized Document Production A real case: Industry: Banking Country: Italy Structure: extended network of > 10000 branch offices in Italy • An internal study arrived at the conclusion that the cost of the paper based process is about € 13.—for each contract. • About 1.5 Mio contracts a year have to be administered. • The total cost per year is about € 15.0 Mio. That amount could be reduced to practically zero by transforming the process to digital.

  14. Technology of Centralized Document Production A real case: NÜRNBERGER health, lifeinsurance, casualityinsurance etc.established 1884 4.500 employees (officeworkers) >35.000 fieldstaff & agents 4.800 cardealeragents 4.500 billion EURO groupturnover 7,6 millioncontracts 120 millionpages / year 13 millionenvelops 1200 DOPE user, DOPE/mobile rolled out on >40.000 PCs

  15. Dope-Anwendertreffen 2011 The Augsburger Aktienbank AG project Augsburger Aktienbank AG Securities and stock brokerage, credit business Hauptsächlich • 250.000 customers • 120 DOPE-user • 600 Online-documents per day • 7000 Batch-documents per day • 120.000 account statements at the end of the month • 250.000 account statements at the end of the year • Since November 2010 everything new including new H/W and software plus DOPE • 2,5 Jahre project work

  16. Technology ofCentralizedDocumentProduction • A real case: • „Bulk (mass-) lettergenerationat GEZ“ • GEZ is a stateorganizationtocollectthemonthlyradio & TV feesfrommorethan 40 millionlicenseesandis a DOPE user. Toget out theletters in theshortestpossible time iskey. • GEZ was lookingfor a newdocumentgenerationsystemcapabletoproduce 1.0 millionpages per hour. DOPE not onlysurpassedthebenchmark, DOPE isproducing 1.0 millionpages in 15 minutes. • GEZ 2008

  17. Technology of Centralized Document Production Other real life examples: LVM insurance, Münster up to 100.000 interactive documents per dayup to 1.0 million automatic output documents per day ! ADAC, the largest automobile club in Europe 17 million members have to managed by DOPE, 1000 user GAD computing and output center for 5,000Volksbanken

  18. The cost of a personalized business document Business Application Document creation Printing Enveloping/ Stamping Sending Manually: 5.00 € 0.20 € 2.00 € 1.00 €Word etc. Office Printer manual internal handling post office This means a total of more than 8.00 € without TCO, postage, envelope Some of our customers create up to 100,000 interactive documents……per day!

  19. The cost of a personalized business document Business Application Document creation Printing Enveloping/ Stamping Sending Manually: 5.00 € 0.20 € 2.00 € 1.00 €Word etc. Office Printer manual internal handling post office This means a total of more than 8.00 € without TCO, postage, envelope DOPE Assisted: 2.00 € 0.02 € 0.08 € 0.02 €DOPE High Volume enveloping collection Printer machine A total of about 2.00 € without TCO, postage, envelope etc.and an additional 20% postage discount Some of our customers create up to 100,000 interactive documents……per day!

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  24. Qualification summary DOPE is the modern way to customer communication and at the same time it improves your business situation and reduces your cost tremendously. In other word you become more competitive in a world where your competitor is just a mouse click away. THANK YOU

  25. Контактная информация WolfgangPrassl Chief Operation Officer ICONInternational Software Distribution and Services AG Wolfgang.prassl@icongmbh.de Тел.: +43 1 99 460 6608 www.icongmbh.de Юрий Сайгин Руководитель Предпринимательского отдела компании РДТЕХ Yuri.Saigin@rdtex.ru Тел.: 7 (495) 995-09-99 www.rdtex.ru

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