ISIS Papyrus Software

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ISIS Papyrus finishes successful joint research project with the University of Vienna

In case study, hot tip, key function, new feature, newsflash, product, solution on October 20, 2017 at 8:54 am

The joint research project of ISIS Papyrus and the University of Vienna, CACAO (Consistency Checking, Recommendations, and Visual Modeling for ad hoc Changes by Knowledge Workers in Adaptive Case Management) has been recently successfully completed. The focus of this multi-year project, as reported earlier in the ISIS Times, was on Adaptive Case Management (ACM) research topics related to consistency and compliance of business execution performed by business users in highly adaptive business application environments.

Christoph Ruhsam, head of the ISIS Papyrus Academy, summarizes the core research results as follows:

  • Automatic identification of structural inconsistencies in ACM business models
    ACM cases can contain certain predefined process fragments, which shall guarantee a consistent execution at runtime.
    A model checking algorithm was developed which allows to identify and resolve such inconsistencies already at design time during the release management phase before being rolled out into production.

    Model Consistency

    ACM model consistency checking

  • Implementation of a pattern-based language for the definition and automatic execution of compliance rules for ACM models
    The implementation provides a Natural Language Compliance Rule Editor for the business administrator using terms from the domain-specific business vocabulary (ontology-based compliance rules).

    Business Ontology.png

    Business vocabulary editor (Ontology)

    Using this approach, the system can provide reactive as well as proactive guidance taking into account both the compliance rules and the knowledge workers’ past decisions to enhance the users’ working experience. This opens the stage for new ACM-based business applications that have the capability to effectively serve the needs of business users in providing high-quality customer-focused service.

    Compliance Rule Editor.png

    Natural language compliance rule editor

    Compliance is continuously checked during the whole case execution and the business user informed by the compliance checking log being part of the case management user interface.

    ACM Business User Interface

    ACM business user interface with compliance log

  • Runtime recommendation algorithms for business users to guide and guarantee business compliance during a highly flexible ACM case execution
    The compliance rule solution mentioned above has been integrated with the Papyrus User Trained Agent (UTA) machine learning technology that has been utilized to make recommendations on best next actions in a given business context in compliance with defined business rules.

The CACAO project results were presented by Professor Uwe Zdun’s team (Project lead and Head of the Software Architecture Research Group at the University of Vienna) and ISIS Papyrus at a number of specialized conferences, published in 12 scientific papers, as well as a contribution to the new book “Intelligent Adaptability with BPM” in the Workflow Management Coalition’s BPM Excellence in Practice Series. Scientific software engineering was applied with mathematical algorithms to real-life situations and their relevance and effectiveness have been evaluated with joint industry research partners like “die Mobiliar” (results are available in the Springer book “Business Process Management Cases“). All publications are available for download from the ISIS Papyrus Website under Academic Research.

Modern businesses cannot be satisfied with a traditional procedural process design as they are highly semi- or unstructured like any customer communication. The prototype implementation using the Papyrus Business Communication and Process Platform has proven that such unstructured customer communication business applications can be defined with a pure declarative approach, giving business users the needed flexibility to focus on customer experience, while adhering to company regulations and external compliance criteria. By using such an approach, companies can significantly improve and optimize the customer experience, while meeting compliance requirements. For more information please see Building Business Solutions using Adaptive Case Management.

Consequently, ISIS Papyrus has recently announced Papyrus Converse  – the new low-code platform for business users with a focus on Customer Experience (outcome) and Efficiency (processes) that will substantially speed up the delivery of new business services by making use of industry- and company-specific Business Terminology (Ontology) and Business Rules (Compliance) to help companies innovate and provide services in a conversational style with no prescribed process flows. Watch out for more and stay tuned to this site.

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Papyrus announces full integration with Enterprise WeChat

In newsflash, partners, solution, value proposition on January 20, 2017 at 5:50 am

Your corporate brand on WeChat is a very powerful new way to win, serve and retain customers. Papyrus enables business engagement solutions from campaigning to selling to servicing your clients in WeChat – seamlessly integrating with your back office users and existing applications.

See our demonstration video.

To quickly create new online business applications in Enterprise WeChat, Papyrus delivers framework solutions out-of-the-box and empowers your business teams to define and maintain these further.

Papyrus and WeChat can change the way you service your clients – sharpening your competitive edge!

  • Personalized quotation in just a few clicks
  • Live Chat for increased interaction
  • Premium or Service cost calculation
  • Service enrollment questionnaire with verification rules & digital signature
  • New credit card request
  • Account opening
  • Loan request and agreement
  • Claims and uploaded related evidence
  • Viewing your account statement
  • Viewing your real-time financial report

wechat-papyrusocfull-sm

Papyrus interactive personalized services in WeChat speed up and simplify the digital customer journey by connecting immediately with back office operations, accessing all the customer service benefits of straight-through processing and case management.

Learn and see more online or arrange a personal WebEx discussion about the Papyrus business solutions for the Enterprise WeChat channel.

 

 

ACM Benefits – The User Perspective

In benefits, solution on November 25, 2011 at 4:41 am

Every technology is just as good as it helps us to do away with confusion and complication while we pursue complex activities in a complex world. While thoughtfulness of concept, sophistication of design and general public appeal all play an important role, the final judgment of this accomplishment lies with the users of technology and the benefits they get from it. Therefore this article is dedicated to the users of the ISIS Papyrus ACM Platform and their unique perspective.

Andrew M., Senior Project Manager, international financial institution:
“A process needs no longer to be designed but it can be captured immediately during execution. Thus we avoid a lengthy analysis phase, the problems with a lack of subject-matter expertise and the bureaucratic overhead of deploying, maintaining and changing the underlying model. The whole concept took some time to go down with the ‘old guard’ but now that we are seeing the first results in terms of business and customer value the initial resistance has completely crumbled and we couldn’t be happier with our choice.”

Paul S., Director of Services, large retail bank:
“You simply can’t compare it to any other word processor or document management system we had before. The ease-of-use for creating and changing a template with simple building blocks is amazing. After that you can add data with forms by mere drag&drop from the library. Everything gets just where you want it to have and it remains there. Users can then make any additional changes they prefer but they cannot meddle with the original design, which saves a lot of time compared to what we were used to. And a lot of nerves, too!”

George A., Senior QA Manager, direct-marketing company:
“Using the widgets is so easy that it costs a laugh to build a complete document from scratch.”

Vicky H., Claims Processor, specialized insurance firm:
“When I work through a claim it is rarely straightforward because each customer has its own way of submitting documents and files through various channels. There are however similar patterns that you recognize over time. Therefore it is so great that I can add tasks to the process whenever I need to without asking an admin, which saves a lot of time both for me and the customer. Better still, when a certain pattern reoccurs I’m presented with previous changes I made and don’t have to do it all over again. Sometimes it just seems too good to be true!”

Mary P., Director of Marketing, international insurance firm:
“Our customer reps now feel empowered to engage in interactive communications with customers that deliver tangible outcomes. The adaptive approach has energized each one of them.”

Learn more about the benefits customers gained from ISIS Papyrus Solutions and the value of customer outcomes.

Case Study: Banking Group Optimizes Secure Payment Processing

In benefits, solution on February 2, 2011 at 8:51 am

The introduction of new financial instruments, standards, procedures, and infrastructure in the European financial markets has made the  requirements for paper-based and electronic payments immensely demanding: timely and highly efficient processing, easy clarification of ambiguities and a concurrent overview both in the day-to-day business and in an archive under auditing security.

One of the major European banking groups implemented a Papyrus Capture end-to-end solution to automate its complete processes of recording payment documents from scanning in more than 100 branches all over the country with Fujitsu Desktop scanners including endorsement to archiving in the Papyrus WebArchive. Stages in-between consist of the secure transfer via the heterogeneous network to the central processing office, the classification according to 5 basic transfer types with more than 80 related forms and text recognition of documents not suited for OCR/ICR.

Before being posted to the bank’s accounting system there are strict validations like checking the correctness of the international bank account number (IBAN) and comparing it to available databases like customer accounts and a two-tier manual process of data recording and checking to ensure absolutely correct records.

Special emphasis was placed on ergonomic and high-performance data recording: Papyrus EYE enables the definition of identical interfaces for Desktop and Portal. In the case of ambiguities they allow to add stickers (like you had them on paper) at the exact position with a written note for further clarification from the referring branch.

By introducing this innovative application the bank can now quickly and automatically process tens of thousands of payment documents per day and enjoys the following benefits:

  • Concurrent overview of all process stages
  • Optimized balance of resources by distributed scanning and centralized data recording and processing
  • Integrated security through encryption, role-based access rights and secure archiving

The bank has also made an efficient and future-proof investment as the solution from ISIS Papyrus is easily scalable to growing volumes.

Case Study: Internet Banking with Papyrus

In benefits, solution on December 13, 2010 at 6:54 am

This solution from ISIS Papyrus was implemented in one of the biggest banks with branch offices in Germany, employing more than 4,000 people. The main business focus is investment and internet banking. Its activities also include property financing and services for institutions and businesses as well as securities trading.

The bank implemented a banking portal as a virtual customer service branch office. Outstanding customer service by providing 24/7 access for personalized statements and reports were set as requirements. Depending on the client profile, the same document must also be printable in high quality, automatically be enveloped and mailed. Leveraging existing business data directly from the business application on the mainframe for electronic document presentment and optional printing was a prerequisite.

Those were the full requirements:

  • Internet Banking document service based on existing z/OS mainframe application programs delivering the business data for the statements and reports
  • Viewing of the statements and reports in the browser in PDF format
  • Optional printing of same documents on different printers
  • E-mail notification with Hyperlink in documents on new available statements in the e-Postbox
  • Around the clock access: 24/7/365

The Papyrus Platform delivered the following benefits:

  • Legacy business data is fully supported
  • Single time document design and formatting for 100%identical results on Web and paper
  • Fast document development using 100% WYSIWYG PapyrusDesigner
  • Business-user departments are empowered to edit text and marketing messages using Papyrus EYE user-friendly Flash GUI
  • DocEXEC high speed batch and ad-hoc formatting on 11 platforms
  • Repository for central management and administration of all document resources, building blocks, user authorization and document processes
  • WebArchive – AFP to PDF generation on the fly
  • PrintPool for central output management adding OMR and Barcodes
  • Using central print and mail facilities for statements not viewed through the internet
  • E-mail Server for e-mail notification and URL

Although the solution shows a fairly complex application there were less than 6 weeks of total on-site support needed from ISIS Papyrus. This included the document development effort and the setup of the central Repository and Archive. The total project phase
was five months.

The Expert View on Processes

In general, solution on November 22, 2010 at 10:28 am

As BPM and its process planning and automation approach lent from optimizing the assembly line is apparently leading to a dead end in a changing business environment, attention shifts (again) to those unstructured, unpredictable processes that are characteristic for knowledge work.

But what is, in fact, knowledge work? Contrary to wide-spread belief knowledge work is not limited to professionals like lawyers, architects, physicians, engineers, and scientists. Interestingly enough that Wenger’s groundbreaking Communities of Practice which is now something like a textbook for collaborative, highly interactive, and knowledge-intensive settings chose insurance claims processing as backdrop for his research. Not exactly the high-brow activity that is commonly associated with knowledge work. Nevertheless it is an activity that requires certain skills that develop into specialist expertise over time. Looking at knowledge work from this angle it comes as no surprise that we are not talking of a small proportion of the workforce. There are estimates that knowledge workers in North America outnumber every other occupation by at least 4 to 1. This means knowledge workers are the backbone of the economy and what really surprises is that their work requirements have been neglected for so long or have only been addressed with outdated technology concepts.

Now what are the work requirements of these expert workers? To answer this question we must be well aware HOW they work and make decisions to accomplish specific goals. Apart from field studies by Wenger and others, we see certain traits common to all expert work. Gary Klein has identified those traits and describes them in terms of what an expert sees:

  • Patterns and relationships that others do not notice
  • Anomalies
  • The big picture
  • The way things work
  • Opportunities and improvisations
  • Differences that are too small for others to detect

Back in 1998 Wenger already observed that designers tried to tie down knowledge in forms, which is a quite common feature even today. Instead of providing insights and information such a design focuses on procedures and on hiding their meaning from users. From the above it is clear that neither forms nor formalized processes can support the key characteristics of knowledge work, whatever the specific field may be.

The technology concept and the vision behind the Papyrus Adaptive Case Management Platform do away with the patterns of prescription that business users are forced into in many service-oriented and customer-facing environments up to this day. Instead Papyrus ACM gives users full transparency to see WHY they need to do certain things to meet specific targets and provides them with the flexibility to adapt their processes during execution according to their own judgment. The ability to make decisions based on real-time access to data and communications is a prerequisite for the effective interaction with customers, which is what most knowledge workers engage in. Businesses in turn profit from this sort of empowerment because effective customer communication is the ultimate benchmark for business success and growth.

New Open Standard for Enterprise Content Management

In solution on May 31, 2010 at 7:36 am

The OASIS international consortium recently announced the approval of Content Management Interoperability Services (CMIS) version 1.0, a new open standard that enables information to be shared across Enterprise Content Management (ECM) repositories from different vendors. In collaboration with other major ECM solution providers worldwide, ISIS Papyrus, an OASIS Foundational Sponsor, contributed to CMIS becoming an official OASIS Standard, a status that signifies the highest level of ratification.

“The OASIS CMIS 1.0 ratification is an important first step to enable businesses to freely make important solution choices for ECM, BPM and CRM applications without being limited to the functionality of the underlying archive system vendor,” says Max J. Pucher, Chief Architect of ISIS Papyrus. “We hope that subsequent releases will reach beyond access to content and metadata, and we are positive that this emerging standard – which Papyrus Platform already supports – will be widely adopted and increase motivation for continuous expansion to full content interoperability in process-oriented environments.”

Using Web services and Web 2.0 interfaces, CMIS dramatically reduces the IT burden around multi-vendor, multi-repository content management environments. Companies no longer need to maintain custom code and one-off integrations in order to share information across their various ECM systems. CMIS also enables independent software vendors (ISVs) to create specialized applications that are capable of running over a variety of content management systems.

Case Study: Integration Is Key For Outstanding Customer Service

In benefits, solution on November 3, 2009 at 7:05 am

Implementing a multi-channel, one-to-one business document solution for web delivery and optional automated print

A major German bank planned to implement a banking portal as a virtual customer service branch office. Outstanding customer service by providing 24/7/365 access to personalized statements and reports was seen as indispensable. Depending on the client profile the very same document also needed to be printable in high quality, automatically enveloped and mailed. Leveraging existing business data directly from the business application on the mainframe for electronic document presentment and optional printing were a additional prerequisites.

Over all the requirements summed up to the following:

  • Internet Banking document service based on existing z/OS mainframe application programs delivering the business data for statements and reports
  • Display of statements and reports in the browser in PDF format
  • Optional printing of same documents on different printers
  • E-mail notification with hyperlink in documents on new available statements in the e-Postbox
  • Around the clock access: 24/7/365

The bank in question is one of the biggest banks with branch offices in Germany, employing more than 4,000 people. The main business focus is investment and Internet banking. Other activities include property financing and services for institutions and corporate clients as well as securities trading.

For a detailed account on how this demanding project was implemented by ISIS Papyrus from document design to delivery in fairly short time and other interesting real world applications click here (PDF) .

Reaping Benefits From Green IT

In general, solution on October 15, 2009 at 1:50 am

Considering that according to some sources a typical office worker uses some 10,000 sheets of copy paper every year there are serious concerns about how to reduce the environmental and economic impact of this fact. Being able to deliver and store records and documents in electronic form is considerably more environmentally friendly compared to paper. Organizations are realizing that process improvements and the move from paper to electronic processes results in green benefits, such as energy savings in paper production, distribution, usage and disposition, and transit through the postal system. Other prerequisites for a greener approach in document management include:

  • Strategic approach to document management efforts
  • Consolidation of applications and multiple isolated systems
  • Usage of content-enabled vertical applications to automate complex processes
  • Reduction of wasted server time in running duplicated information

The solution lies therefore in an approach that spans the enterprise across departmental and functional barriers and in empowering users to actively create processes which connect people, information and applications across geographically distributed, organizational functions.

The Papyrus Platform with its unique business architecture delivers exactly that and helps companies to successfully leverage electronic communication with customers, partners and within their organization. Papyrus manages the complete inbound and outbound content and consolidates the related processes through a central repository without the need for manual intervention. Using straight-through processing (STP) to its full potential organizations cannot only save costs and run their business more effectively but also contribute to offset the carbon dioxide footprint.

Shifting Process Ownership For Consistent Communications

In benefits, solution on October 13, 2009 at 2:18 am

Research into consumer behavior time and again confirms that consistent customer communication is a major key for companies to increase customer satisfaction and loyalty and to boost revenue. Most people feel annoyed when receiving unclear communications that lacks personal context. The effects are costly because of possible increases in customer care calls and of companies failing to build a stable relationship with their customer base.

There are a variety of factors contributing to inconsistent communications. One of the most pressing problems is that by continually creating corporate documents from scratch, companies run the risk of producing external and internal communications that lack consistency in style, appearance, and, worse still, message. In addition, the need for variants for gender, languages, brand, branches or for new channels such as e-mail, web page, blogs or RSS feeds causes exponentially growing problems.

Another big issue for business and marketing users is continuing dependency on IT. Simple changes in text or layout for marketing messages, legal disclaimers, logos or even a new contract template can end up taking months and is potentially more costly than the business value.

The ISIS Papyrus Platform addresses these problems by giving business and marketing users control of their own processes and by reducing their dependency on IT. Customer facing staff are given the complete picture covering customer records for any outgoing or incoming communication and processing steps while all communications are automatically linked for storage in a case file. This opens the way to real multi-channel communications, reduces time-to-market, enables re-use and results in improved customer satisfaction and efficient daily operations.