BPO Bulletin

Digital Transformation Series Part 2: Information Capture is Essential

by Ken Neal
July 11, 2018

This post continues our series on critical elements to consider when digitally transforming your workplace and business.

The first part of any workflow begins with information and its related business process. Consequently, you need to think about data capture as a key transformation element requiring serious attention. This includes considering the kind information entering the information ecosystem; the many different sources and formats associated with that data; how the data is delivered; how and when the information is captured and where it is ingested into a process for action to be taken. This approach is a critical element of mapping a more effective workflow.

Keep in mind that one of the first steps to process improvement is extending capture capabilities to the first touchpoint of information using various tools like mobile devices, digital mailrooms and MFPs (printers with multifunction capabilities including print, scan and fax). The next key step is to bring that information into the company’s data repository and place it under corporate control immediately so that it can be acted upon as business rules require. Successful businesses look at capture with a broader perspective, embracing a multichannel capture strategy. One example is using eForms to capture data entered directly by the client—as in loan applications or information requests. Looking further, multichannel capture includes inbound emails and their attachments, audio recordings, digital images and videos.

While multichannel capture seems logical and may on the surface appear simple to accomplish, an AIIM survey report finds “it is a struggle to match paper and electronic content, and things are somewhat ad hoc when dealing with multichannel inbound content,” according to 42 percent of respondents. Thirty-eight percent report processing paper separate from electronic content, while 31 percent cite electronic being printed then processed alongside paper.1

A good approach to multichannel inbound content would be to include automation as part of the capture process to ensure consistency, accuracy and more efficient processes across the enterprise. Remember that business information is a critical asset. For this reason, it is important for the IT and legal teams as well as business stakeholders to gather this vital asset and protect it; secure it, and create an information governance framework to properly maintain it throughout its life cycle.

In my next post I’ll spotlight how automating the capture process can help improve efficiency. Until then, feel free to visit the Business Process Outsourcing page of our website. There you will find additional insights on industry trends and best practices including case histories, whitepapers and more.


1. AIIM Industry Watch. “Improving Business Operations in 2017: Capturing Vital Content

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