What is workflow and content automation (WCA)And why is it important for your organization
Companies are running a world-wide race to meet the customer’s modern demands and achieve efficiency as quickly as possible. In this struggle, digital transformation plays an important role. The smarter processes are digitally provisioned, the faster and easier it is for the customer and the greater the customer satisfaction. Research firm Aragon Research believes that organisations in their digital transformation program should reflect on how they create, route and manage content, documents and digital communications and follow developments In this area worldwide.
Our partner Intelledox is one of the assessed 14 suppliers within the domain named by Aragon Research Workflow and Content Automation (WCA) and has been honored as a leader in this new emerging technology category.
What is WCA?
Workflow and Content Automation (WCA) is a new category of digital process optimization in particular, where the document is placed centrally. This creates a shift from a manual, and often also by paper, driven process to a machine learning process. WCA originates in Digital transaction Management, or the DTM discipline, which also includes digital signature of documents.
Over the past 25 years, the focus is mainly on managing the after a transaction is completed. Enterprise Content Management (ECM), Business Process Management (BPM) and CCM software have evolved in the digital age, as companies were looking for a shift from manually driven processes to more automatic machine Learning-driven processes.
Unfortunately, appointments are now often still recorded on paper and then scanned and saved. Not because legislation does not allow this, but simply because processes are not fully digitally provisioned. Customers are often unnecessarily forced to break down digital customer journeys and continue with paper. For example, just think of fillable PDF forms where you need to fill in manually or be signed. Internally, this requires many more actions and employees than necessary for processes that can often be handled in minutes.
But what if you are addressing the automation in the front ? And then uses real-time input to create and deliver personalized, data-driven communication on demand via digital channels, rather than through a batch process delivered in printed form? This prevents broken customer journeys, enables digital self-service and accelerates the turnaround time.
WCA is the next generation of systems like ECM, BPM and CCM and designed to steer on the best digital experiences. WCA platforms, as provided by our partner Intelledox, enable organizations to switch from the current, often batchdriven, communication to digital communication and routing of intelligent documents. By adding digital signature functionality, fully digital transactions are possible. Seamless end-to-end transactions.
In other words: WCA includes complex document processes, including but not limited to:
- The creation and compiling of documents and data
- Integrations with other systems or platforms
- Fully automated business processes
In addition, WCA platforms are usually designed as ‘ low-code ‘ to allow easy integration between different systems.
“Start with the end goal in vision”.
– Stephen Covey – The 7 competences of effective leadership
Why is it important for your organisation?
WCA solutions are long-term sustainable for organizations and government agencies. From a digital perspective, it is important to ensure digital self-service and fast turnaround time. If you accelerate the flow of information between your organization, customers, employees, and the most important document streams, you can create more prospects customer and provide better customer service to your current customers.
“WCA solutions accelerate the flow of information between organizations, people, and key business processes, resulting in faster document processes with less downtime, faster response times, and reliable input,” said the authors of the Report “WCA is the future of content”.
We see all too often that organizations are still trapped in traditional (partly) paper and manual processes. Maybe you do that too: you offer PDF forms, receive them by email or post, may still scan documents for a digital archive or you can save information that is recorded in a Web form in another system. From a competitive point of view, these processes are very retarding and bring high costs.
Through the deployment of WCA, processes are shortened. Where one used to make two hours to tailor a proposal, the time can now be shortened to only 15 minutes. This has been successful with fewer people and less manual steps. For processes that involve people both inside and outside your organization, lead times of days can now be reduced to minutes. This kind of manoeuvrability is essential in this digital economy. And that’s what WCA is all about.
Where should you start WCA?
Ask yourself the following questions:
- How can we improve the customer experience, especially with the help of digital and mobile and understanding forced, broken customer journeys?
- Do we have the information or data available to automate and simplify these business processes?
- Who should be involved in the interaction to complete a request or start of another customer-initiated process?
- What and how should we communicate after completion-and with whom?
As the famous author Stephen Covey says: “Start with the end point in mind” and create a vision for the ideal digital customer journey. Are you stuck in the process or don’t know where to start? Please contact us. We are happy to help you with our solutions and experiences in the field of Smart forms and WCA!
Figure 1: WCA platforms have four main components.
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