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| Case Studies
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Financial services firm/EMC Document Sciences (October 2008)
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With its xPression Suite, Document Sciences provides a sophisticated set of tools and architecture for dynamic content
publishing – the creation and generation of a wide range of document types such as customer correspondence, statements,
policies, contracts, and marketing documents. These documents can be generated in interactive, real-time, or batch modes,
and can generate content for distribution through multiple channels, including traditional print, email and web publishing.
Hundreds of organisations have implemented Document Sciences’ technology to standardise on a common toolset for the
generation of dynamic documents for distribution across multiple channels.
This case study reviews how one such customer – a large, prestigious, Fortune 100 financial services firm – has implemented
Document Sciences’ technology, describes how the solution addressed the customer’s challenges and pains, and highlights
the business impact and benefits that the solution has delivered.
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H+H UK/Version One – exclusive interview (August 2008)
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The core activity of the H+H Group is the manufacture and sale of the building material aircrete, supplemented by know-how
and advice on building materials and technology. The company’s products are sold as system solutions for solid
aircrete buildings and as separate materials in the form of blocks, wall and floor components and multi-slabs for
interiors.
H+H UK has been manufacturing Celcon aircrete products in the UK since 1949. It was a very paper-based company with piles of documents stored everywhere that had been photocopied or printed.
Historic documents were archived to microfiche, which was a time-consuming, costly and archaic process. H+H initially had discussions with its accounting system supplier Open Accounts (now COA Solutions) and they
recommended that it look at Version One, now part of the same group, for a solution.
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E.ON/Exstream Software by HP (June 2008)
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E.ON is the world’s largest investor-owned energy company. Its retail
business, branded Powergen, is a leading UK energy supplier with over
9 million electricity and gas accounts.
In an increasingly crowded market, E.ON needed to differentiate itself from
the competition to gain a business advantage and ensure it continued to
attract and exceed the expectations of its new customers. During 2006, the company held focus groups with 80 consumer
customers from all service process segments, including mobile
phone companies, mortgage providers, and existing and
prospective customers, to learn the most preferred fulfilment
document style. Previously in 2001, Exstream Software’s Dialogue had answered E.ON’s
requirement to migrate a number of complex mainframe document
applications to Unix without extensive programming, saving E.ON training and
labour costs. So, in response to the 2006 research findings, E.ON once again looked to Dialogue, which had successfully met its earlier
technology challenges.
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Lockton/Capita Total Document Solutions (February 2008)
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Lockton is the largest independent, privately owned global insurance
broker and employs more than 3,700 people. It delivers services to small, medium-sized and large businesses, as well as individual clients throughout the world. Lockton aims to deliver the best possible service to clients and to create an environment for its employees that allows them to
perform to the highest standards. However, the finance department was sinking under the sheer volume of employee expense
claims and invoices. Valuable time was consumed as expense-related documents were sent back and forth in a cumbersome
approval process. In addition, the task of collating and tracking various expenses and expenditures was manual. By using Capita Total Document Solutions’ Swordfish across a
number of key business areas in the UK and Ireland, the organisation has
improved processes and created a versatile solution that brings huge time
and money savings.
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Sedgemoor District Council/TOWER Software (November 2007)
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Sedgemoor District Council looks after the heartland of rural Somerset. With three main towns – Bridgwater, Burnham-on-Sea
and world-famous Cheddar – the council currently provides services to around 45,000 households and a population of
approximately 110,000. The council covers an area of over 56,000 hectares via one main administration office and sub-offices,
and is also one of the largest employers in the district, providing employment for about 630 people. Accurate and effective record-keeping ought to be seen as good practice in every area of business, but in public service
organisations it is critical. The requirement to create, distribute, electronically publish, store or retrieve thousands of documents
every day inevitably requires specific electronic systems – and Sedgemoor District Council is now reaping the benefits of just
such a solution from enterprise content management (ECM) providers TOWER Software and GOSS.
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BT/Open Text (August 2007)
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With responsibility for all of the company’s employees, both past and present, BT human resources faces a massive challenge
when it comes to the storage, retrieval and ultimate disposal of employee files and records.
Prior to BT’s deployment of Open Text Livelink ECM, employee records stretching back over the company’s 90-year history
had been stored initially by the company, but subsequently these stores were centralised. Eventually, the physical storage of
records was passed to a professional storage company. More recently, prior to the scanning activity, all records were returned
to BT for a massive sift exercise. Following the destruction of all expired data, BT was left with more than 10 million sheets of
paper contained in personnel files, boxed and stored in 22 rooms on a BT site in the north of England.
The cost and time required to record, warehouse, retrieve and re-file these employee records was a major burden for BT. This
approach to record retention did not reflect BT’s image as an IT solutions provider and clearly a fresh approach was required.
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KMI/The Content Group (August 2007)
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KMI Plus is a UK leading consortium providing consultancy, design and construction services to the UK water industry. Key to
KMI Plus’ strong relationship with United Utilities is the organisation’s partnership approach, a strategy developed over the past
five years. In the construction industry, the sharing of information has traditionally been compromised by the vast amounts of paper,
duplication and manual processes. KMI Plus had three goals when it started looking for an electronic information management solution: reduce the volume of
paper within the organisation; improve communication by sharing information electronically; and improve transparency across
the supply chain. Having evaluated the ECM market, KMI Plus favoured a best-in-class solution proven to support the specific needs of the
construction industry supplied by The Content Group, an ECM solutions provider with extensive experience in this sector.
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Nationwide/Casewise (August 2007)
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As a mutual organisation, Nationwide is owned by and run for
its members. It is the UK’s fourth-largest mortgage lender and
second-largest savings provider.
With assets of over 120 billion and 11 million members,
Nationwide is the world’s largest building society. There has always been an enormous appetite for improvement in Nationwide, but with a differing understanding of processes,
no process modelling standards, use of many different tools and little sharing of information, this improvement activity needed
much better management. Nationwide is using Casewise Corporate Modeler to support the organisation’s drive for improved efficiency. A rich source of process
knowledge is being captured to support new business designs, systems development and process improvement initiatives.
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Activision/eCopy (August 2007)
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Activision Inc is a leading international publisher of interactive entertainment software products. The company maintains a
diverse portfolio of products that spans a wide range of categories and target markets and can be used on a variety of game
hardware platforms and operating systems. Founded in 1979, the company posts annual revenues of nearly $1.5 billion and employs just over 2,000
people worldwide. Activision was looking to improve its Sarbanes-Oxley (SOX) compliance testing process by including paper-based evidence –
eg, invoices, delivery receipts, purchase orders, bank statements, expense receipts and more, in its electronic database. Activision embarked upon an automation project to
improve internal productivity and reduce the cost of external auditors. DocuSource, an integrator of document management technologies, designed and implemented a solution for Activision,
combining its MFPs and software from eCopy and ScanPoint to facilitate SOX compliance validation.
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Dimension Data/The Content Group – exclusive interview (July/August 2007)
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Founded in 1983 and headquartered in South Africa, Dimension Data (LSE:DDT) is a specialist IT services and solution
provider. It offers clients a ‘lifecycle’ of services around their technology requirements – helping companies to plan, build
and support their IT infrastructures. Dimension Data has 9,500 staff and operates in over 30 countries. It has a primary listing on the London Stock Exchange and
is also listed on the Johannesburg Stock Exchange. In the six months to 31 March, it made revenues of $1.8 billion and an
operating profit of $55 million. Its clients include 74% of the Global Fortune 100 and 54% of the Global Fortune 500. Dimension
Data is also a leading Global Cisco Gold Partner in 22 countries and is a Microsoft Gold Partner on five continents. Dimension Data felt it was lagging behind in many of its internal processes, especially its paper-based ones. It needed
a slicker way of working and of processing documents more efficiently through the organisation. In the end it selected a product called iMarkup process automation solution provided by The Content Group.
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Qualifications and Curriculum Authority/Open Text (July 2007)
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The QCA is a non-departmental public body, sponsored by the Department for Education and Skills (DfES). It is governed by a
board, whose members are appointed by the Secretary of State for Education and Skills, and is managed on a day-to-day
basis by an executive team. The QCA has a pivotal role in helping the UK become the most dynamic knowledge-based
economy in the world.
The maintenance and development of the UK’s national curriculum, as well as associated assessments, tests and
examinations, is the QCA’s main purpose. The existing education and qualification system itself requires a substantial amount of documentation and records
management. In addition, any system the QCA works with has to address, by law, the FofI Act. The incumbent system was not performing efficiently enough to meet these inherent requirements. Due to the aggressive timescales, systems integrator Steria was chosen with Open Text’s Livelink enterprise content
management technology.
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UniChem/MetaStorm – exclusive interview (September 2006)
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UniChem, the UK wholesale division of Alliance UniChem, is a leading UK distributor and wholesaler of pharmaceutical, medical and healthcare products. UniChem offers twice-daily delivery and provides a full complement of added value services to pharmacies, hospitals and dispensing doctors in the UK, including marketing support, commercial support services and ethical compliance and data services. UniChem operates 11 distribution centres across the UK and employs around 3,500 people. It has applied a business process management system from MetaStorm to improve efficiency and visibility across the organisation.
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Persimmon/The Content Group (May 2006)
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Building companies are increasingly looking to reduce costs and improve operational efficiency. A complete document
scanning, indexing, destruction and data upload service combined with the Invu document management software
provided by The Content Group has enabled Persimmon Homes to remove well over 1 million paper documents a year
from the business.
In addition to significantly reducing the cost of storage the company has seen an improvement in operational
performance as staff have immediate access to relevant documentation via COINS, which is the core business
application being used throughout the whole of Persimmon for sales, marketing, finance and HR. Coins has been fully
document enabled by The Content Group using Invu so that documents can be easily retrieved regardless of what
enquiry the user is making at any particular time. Persimmon is also using the web version of Invu to deliver a
document intranet, enabling cross-company information sharing that is delivering significant commercial advantage.
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Arts Council of Wales/Deltascheme (April 2006)
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Like many public authorities, the Arts Council of Wales (ACW) was faced with the challenge of becoming legally
compliant with the Freedom of Information Act (FoI) and the need to develop a council-wide filing and records
management system. The ACW decided in June 2004 that not only would it have a system in place to handle FoI requests in advance of the
1st January 2005 deadline, but that all records created from that date forward would be managed electronically and in
accordance with corporate standards. This did not leave much time for the team charged with making this happen. In response to the ACW tender, Deltascheme offered a solution based on Open Text Livelink, the market leader in
ECM. The unified Livelink ECM platform secures and controls all content, integrates with enterprise applications, and
connects all users to all information.
Deltascheme and Open Text had the highest point score, but were not the most expensive and the selection process
for ACW was therefore straightforward.
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DHL Freight/EFS – exclusive interview (June 2005)
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DHL Freight & Contract Logistics is a leading UK provider of contract logistics and network distribution services with
a turnover of £450 million and 3,500 employees. Its core services are container logistics, dedicated and multi-user
warehousing and transport solutions, a UK domestic pallet network and pallet distribution to Europe.
The company operates as part of the worldwide DHL organisation with a customer base that includes familiar names
from the retail, FMCG, industrial and maritime sectors. In 2003/4 DHL took over and absorbed the Securicor Omega
brand, which itself had been created from the 1995 acquisition of the Russell Davies Group. This acquisition gave
the company a substantial foothold in the logistics market.
DHL Freight is now the UK’s leading container haulier, handling more than 1,600 container moves a day. It decided to use EFS to solve the problem of managing its proof of delivery documentation as the process of filing PODs was entirely manual and highly labour-intensive.
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Croda/IdeaGen Software PLC (February 2005)
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Having identified key system and control deficiencies with its paper-based document management system, Croda
Chemicals Europe’s solution was the implementation of Workbench Professional from IdeaGen Software PLC.
In the brief time that the system has been fully operational, the benefits and payback have been substantial. Aside from
the continuous improvement gained through managing changes and reviews of over 4,000 documents at its main site at
Rawcliffe Bridge, East Yorkshire, Croda’s site in Leek, Staffordshire, and three other sites around the country have seen
a 60% reduction in administration costs. Another benefit seen across all sites has been the acceleration of the transfer
of ownership of controlled documents from QA to line managers, and a knock on effect of increased employee
involvement in document control.
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AMEC/Hummingbird (February 2005)
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AMEC plc is one of the world’s leading project management and engineering services companies, providing design,
project delivery and maintenance support to clients in the oil & gas, transport, infrastructure and industrial sectors.
Globally AMEC generates revenues of some £4.7 billion and employs 45,000 people. The UK business is considered one of its core markets and has been responsible for building the new UK high-speed
Channel Tunnel track, is one of the companies responsible for the renewal of the UK rail network, and also built
Europe’s largest wind farm in Lewis, Scotland.
AMEC has many offices spread across the UK, and the nature of its contracts means that project teams consist of the
most appropriate experts who are often based at different sites. To deal with this effectively, AMEC uses Hummingbird
DM within its ‘built environment’ businesses to help them manage project documentation.
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UK Atomic Energy Authority/Hummingbird (February 2005)
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The UK Atomic Energy Authority (UKAEA) was incorporated as a statutory corporation in 1954 and pioneered the
development of nuclear energy in the UK. A non-departmental public body, it is funded mainly by its lead department
the Department of Trade and Industry (DTI). The organisation is responsible for managing the decommissioning of
nuclear reactors and other radioactive facilities used for the UK’s civil nuclear research and development programme in
a safe and environmentally sensitive manner. Its ultimate objective is to restore the sites for conventional use. As part of the drive towards operational efficiency in a more competitive environment, a number of new business
processes are being implemented by UKAEA. Scomagg, an IT consultancy, presented a solution based on
Hummingbird Document Management, Workflow and Records Management and won the bid on the basis of suitability
and value-for-money.
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New Charter Housing Trust/BancTec (February 2005)
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New Charter Housing Trust Group is one of the UK’s largest Registered Social Landlords. Formed in 1999 to own and
manage properties that were previously controlled by Tameside Metropolitan Borough Council, New Charter now
manages 15,600 properties. This vibrant not-for-profit organisation boasts an annual turnover of £49 million ($77.9
million, €66.15 million), and has a workforce of 800. Maintaining tens of thousands of property and tenant files and folders, and the relationships between them, was a
labour intensive and error-prone process. It consumed valuable time that could be better spent dealing with customers. Electronic document management (EDM) was considered, and the potential benefits in terms of providing
more effective process management and more responsive customer service were clear to see. In
February 2003 BancTec’s property management solution was selected because New Charter felt confident that the
system was technically and operationally capable of meeting its requirements.
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Millfield Partnership/Invu (February 2005)
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With a large business to manage across a considerable nationwide branch network, managing paperwork in the
financial sector was becoming more and more time-consuming for Millfield Partnership Ltd, a leading national
independent financial advisory company. Due to regulations, independent financial advisers need to keep copies of
every document. However, storing and accessing documents in branch offices was a growing problem. With filing
systems occupying 40% of branch office space, Millfield needed to find an alternative solution. It investigated the market to find a document management system that would allow advisers to scan every document
and file them electronically. Not only would this dramatically reduce the office space required for storage, it would also
improve customer service, since advisers could call up any document electronically and instantly, regardless of which
branch they were visiting.
After evaluating a number of different document management systems Millfield decided to implement Invu 250.
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Merrill Lynch/Getronics (February 2005)
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Merrill Lynch recognised that they needed to improve their Content and Process Management in the Accounts Payable
Department. Daily, huge sums of money would pass through the A/P Department and through inefficient processing
methods many invoices would be paid twice, and many paid late, therefore not allowing Merrill Lynch to take advantage
of the prompt payment discounts, and in many cases being liable to late payment charges from the suppliers. Merrill Lynch decided to select a system from a major ICT provider to help them to tackle both the Business and
Process challenges ahead. The solution they chose was Getronics Electronic Invoice Approval.
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