BancTec`s Service Management Vision

Transcription

BancTec’s Service
Management
Vision
Dramatically Improving Productivity
Through Innovative Technology And
Service
Company Profile
Established 1972
2,000 customers
3,200 employees worldwide
$380 million in revenue
 Company Name / SAP AG 2005, Title of Presentation, Speaker Name / 2
2 Operating Divisions
Worldwide Solutions (WWS)
Computer Network Services (CNS)
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A Global Presence
Spain
France
Germany
Ireland
Netherlands
Sweden
United Kingdom
Canada
Finland
Norway
United States
Denmark
Switzerland
Puerto Rico
Operations in 14 countries, installations in over 50
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WORLDWIDE
SOLUTIONS
(WWS)
BancTec is a worldwide provider of
comprehensive enterprise content
management, image capture devices,
infrastructure support services and
payment processing solutions
WORLDWIDE SOLUTIONS
Capture
Process
Archive
Services
BancTec delivers industry-specific services and solutions leveraging expertise
and superior technology worldwide.
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WORLDWIDE SOLUTIONS – Products and Services
Capture
Process
Archive
Services
E-Series
X-Series
S-Series
DocuScan
High Speed
Transports
Multi Application
Transport
Scanners
High Speed Scanners
3890 / 3890 XP
Image Sentry
Emulation
Image Certification
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eFIRST
Banking
eFIRST Capture
Data Capture Software
WORLDWIDE SOLUTIONS – Check Transports
Capture
Process
Archive
TurboTimeTM up to 1150 DPM
Vacuum Doubles Detection
Triple ReadTM
Next Generation Image
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X-Series
400 to 1700 DPM
E-Series
Services
350 and 600 DPM
TurboTimeTM up to 600 DPM
Both Workstation and Sorter
Triple ReadPlusTM
Next Generation Image
Image QA With Real-time Outsort
Inline Heat Stripper
WORLDWIDE SOLUTIONS – Scanners
Capture
Process
Archive
180 PPM; 6,000 production / hr
24-bit Color; 8-bit Gray; Bitonal
Vacuum Double Feed Detection
20 Sec Avg. Error Recovery
Short, Straight, Paper Path
1 or 2 Sort Pockets
JPG, TIF, and PDF Output
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DocuScan
S-Series
Services
260 PPM; 12,000 production / hr
24-bit Color; 8-bit Gray; Bitonal
Completely Open Transport
Scan Pages. Envelopes, Checks
10-15 Sec Avg. Error Recovery
Sort by MICR; OCR; and Color
Train Operators in 10 min.
WORLDWIDE SOLUTIONS – Imaging Software
Capture
Process
Archive
Services
Image Sentry
Image Sentry
Image Certification
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Supports Check 21 guidelines
Enhanced Image Quality
Image Usability
IRD Print utility
Rescan and repair
Interfaces to various capture devices
Scales to volume
WORLDWIDE SOLUTIONS – Imaging Software
Capture
Process
Archive
Services
eFIRST Capture
Data Capture Software
Information capture from:
Reduce and manage processing cost
Documents, Fax, Web forms, email
etc.
Provide a platform for superior
service
Deliver a greater return on
investment
Simplify the move to electronic
clearing
eFIRST Capture
eFIRST Banking
Optimize and streamline operations
Structured e.g. forms
Semi-structured e.g. invoices
Unstructured e.g. letters
Capture device / source independent
High speed local and remote data entry
Export data and images
Management / process controls
Scales to high volume
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WORLDWIDE SOLUTIONS – Example
Mail
Receipt
Sorting
Scanning
Unknown
Old
Form ID
Recognised
The Electronic Mail Room
Batching
eFIRST capture
How it Works
Key from
Image
Update Business
Systems
94
Data
Repair
Character
Extraction
68 FTE
New
Workstream 1
Workstream 2
Scanning
Workstream 3
Structured
Forms
Processing
94
Character
Extraction
Update Business
Systems
Workstream n
Mail
Receipt
Automatic
Classification
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Exceptions
Classify
UnStructured
Processing
Data
Exception
32 FTE
WORLDWIDE SOLUTIONS – Workflow Software
Capture
Process
Archive
Services
CHECK
PROCESSING
REMITTANCE
PROCESSING
BUSINESS
PROCESS
MANAGEMENT
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WORLDWIDE SOLUTIONS – Business Process Management
Capture
Process
Archive
Services
eFIRST process
Process Analyzer
Modelling & Simulation
Process Intelligence
Process Builder
Business Intelligence &
Statistical Reporting
eFIRST
Process
Engine
Application
Development
Framework
Process Monitor
Business Activity
monitoring /
dashboards
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Process Integrator
Adapters & Connectors
Process
Decision
Business Rules Engine
WORLDWIDE SOLUTIONS – Archive
Capture
Process
Archive
Services
eFIRST Archive
PayCourier Archive
Document Storage
Payment / Check Archive
Image Sentry
eFIRST AutoArchive
Full Text Archive
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Image Certification
WORLDWIDE SOLUTIONS – Services
Capture
Process
Services
Managed Services
7x24 Software and
Hardware Support
3rd Party Hardware
Maintenance
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Archive
COMPUTER AND
NETWORK
SERVICES
(CNS)
BancTec Computer and Network
Services (CNS) provides quality
integrated support services to the
evolving Information Technology
industry, with focused deployment
and ongoing support solutions for the
OEM, Enterprise and Fortune
marketplaces.
CNS Service Portfolio
Enterprise Services
• Warranty
Management
• Warehouse
Management
• Procurement
Management
Network Services
• Cisco Equipment Support;
• Wireless/
Voice/VoIP
Management;
System Services
• Network
Security
• IMACD
(Intrusion
• Software Support
Detection,
Maintenance Services
• Server Rollouts
Antivirus,
• Consolidations
Firewall)
Hardware maintenance
• Other Specialty
for desktops, laptops,
Services
servers, printers,
peripherals
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CNS Field Expertise
! 1,200 Customer Engineers Worldwide
! 320 Service Centers Worldwide
"
"
Covers entire U.S. market
Select markets in Canada and Europe
! Service Level agreements
"
"
4 hour return to service
Next business Day +
! 2 Service “Organizations”
"
"
OEM/Retail
Strategic Alliance
! Certified Technicians
"
"
"
"
"
A+
Cisco (CCNA, CCDA, CWLAN)
Microsoft (MCSE)
Novell
Most major system manufacturers
! Field Training Solutions
"
"
"
Web-based and classroom
Technology, process
Soft skills training
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U.S. Service Center Locations
Coverage for 100%
of U.S. Postal Codes
98% with BancTec
engineers
Remaining 2% of
locations supported
with 4th party
Capable of 4-hour
response
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Client Relationship Management
Business Demands to Provide Increased Customer Value
! Quality Assurance
" Track
performance against service level agreements and metrics
" BancTec’s standard service level is client-specific
! Trend Analysis
" Trend/failure
analysis supporting customer processes
! Event and Activity Reporting
" Customized
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reporting based on customer requirements
Business Challenges for Service Companies
Challenge…
! Provide innovative service solutions
! Reducing cost by optimizing process
efficiency
Through…
! Integrated and seamless services
! Flexible business options
! Single point of accountability
Delivering…
! Strengthened service portfolio
! Revenue growth
! Improved competitiveness
Market Demands for Business
Adapt to changing conditions
Lead market change
Gain competitive advantage
Business
Agility
Predict outcomes
Ensure compliance
Support audits
Mitigate risk
Visibility
& Control
Operational
Efficiency
Reduced Costs
Reduced Cycle times
Increase profitability
Better service
Business Demands for Technology
Do More with Less
Develop repeatable business processes
Allow the business to move up the value chain
Capability
Adapt Existing Business
Processes to New
Market Demands...
Without Starting
From Scratch
Flexibility
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Faster/Cheaper
Faster/Cheaper
Faster/Cheaper
Agility
Service Call Management System Requirements
! Support Call Center 24 hours-a-day, 365 days-a-year
! 1+ million customer service events annually
! Automated problem escalation and alerts
! Integrate to all customer systems
! Field Service Optimization with client-enabled scheduling
! Support all phases of service events
" Call
Receipt
" Problem
Determination
" Parts
Requirement
" Parts
Ordering
" Parts
Delivery
" Service
Scheduling
" Service
Delivery
" Parts
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Return
Service Performed in a Complex Ecosystem
OEM
Supplier
Partners
Manufacturing
Engineering
A/R &
Collections
Contracts &
Warranty
Dealer
Customer
Service
Facility
Supplier
Logistics
Provider
Warehouse
/ Logistics
Repair
Center
Sales &
Marketing
Field Service
Technician
End
Customer
Asset
Service
Manager
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Field Service
Technician
Business Pressures - Service Vision
Internal &
external users
Incremental business process exposure
and performance visibility.
Enterprise
Services
Customer
A/R &
Service
Collections Call Center
Partner
Systems
Service
Financial
Sales
and
Management
Marketing
Engineering
Field
Service
Technician
Service
Contract
Management
Service
Parts
Management
SAP
Customer
Service and
Support
Depot
Repair
Sales &
Marketing
Manufacturing
Dealer
End
Customer
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Business
Systems
Field
Service
Warranty
and Claims
Mgmt.
3rd Party
Systems
Installed
Base
Mgmt.
Legacy
Systems
Questions?
Thank you
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BancTec`s Service Management Vision

Transcription

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