[This is a guest post by Bruce Orcutt, from Kofax. Bruce is Senior Director of Product Marketing, and leads the world-wide product marketing of Kofax mobile products and solutions. He is responsible for all go to market, pricing, launch, strategy, competition, and roadmap for Kofax mobile initiatives.]
With the explosive growth of mobile devices, smart phones and tablets in the hands of consumers and constituents, companies and government agencies are looking for ways to better engage their customers and improve or differentiate their services via the mobile device. Mobile capture technologies have emerged as preferred content and document entry points in support of use cases like customer onboarding, new account opening, expense management, request for services, or citizen benefit enrollment.
By engaging customers on their mobile device, trailing documents in support of mortgage are captured and delivered to the loan approval process faster, claims are initiated and closed sooner, accounts are opened more quickly, expense reports are more easily processed, and customers have complete visibility and participation in the process.
The challenge in delivering this value is ensuring that the quality and accuracy of the content captured on the document via the mobile phone is of the same level of quality one would expect for the same content captured via a production scanner. Exception costs due to poor image quality or failed content extraction is very high and can often significantly impact the performance of the process while adding major costs. This requires advanced image processing technologies running on the device that ensure the highest level of image quality, smallest file size, and process ready documents. More importantly the ability to directly integrate the mobile capture app into the core business system where business rules, settings, and security are all enforced ensures usability, security and compliance, and ultimately the success of the overall solution.
Security and chain of custody of the documents and content captured by mobile capture apps is of the highest concern when dealing with customer information and confidential content. This means that images and content should not be kept on the device or stored where it can be copied, emailed, or printed by non-authorized users. An app that fails in the area of security and compliance will publically feel the backlash.
Overall an effective mobile capture app and solution delivers significant value to enterprises and agencies embracing mobility, but more importantly mobile capture enables these enterprises to leverage their customers, constituents, and employees as contributors and participants in processes.