Driving Customer
Communications With
Visibility, Automation
And Reporting Via An
Enterprise Dashboard
A Madison Advisors White Paper
November 2014
©Copyright 2014 Madison Advisors. Madison Advisors Inc.. All Rights Reserved.
All other product names are trade and service marks of their respective companies. This
publication and its contents are property of Madison Advisors, Inc.. No part of this publication may be reproduced or duplicated without express written consent of Madison
Advisors, Inc..
TABLE OF
CONTENTS
Executive Summary ........................................................................................................3
Accountability Across Channels ................................................................................... 5
How Solimar Makes A Difference ........................................................................... 6
How Chemistry Fits Into An ADF Environment ...................................................... 7
Product Architecture ................................................................................................ 9
Functional Overview ............................................................................................... 1
Key Differentiators.................................................................................................... In Summary ...................................................................................................................... 1
About Solimar Systems................................................................................................... About Madison Advisors ............................................................................................... 20
About The Author ........................................................................................................... 21
LIST OF TABLES AND FIGURES
Figure 1 - Solimar Chemistry Platform
Figure 2 - Chemistry Enterprise Dashboard Modules
7
10
Figure 3 - Chemistry Enterprise Dashboard Positioning
1
Figure 4 - CED - Enterprise Printing Module
Figure 5 - CED – Piece Level Tracking Module
1
EXECUTIVE SUMMARY
Organizations face increased demands for operational visibility in order to ensure
delivery of printed and electronic business communications within existing service level
agreements (SLA). The challenge results from more consumers selecting electronic
delivery through e-mail, web portals, and text messages while maintaining traditional
printed communications. Both enterprise print operations and service providers need to
monitor delivery across all channels and ensure compliance with SLAs or face stiff
penalties.
To successfully support multi-channel communications, organizations need to deliver
consistent and timely communications across all channels with full accountability.
Multi-channel communication customers have come to expect the same detailed
transaction histories and account information online that is found in paper documents,
and this H[SHFWDWLRQrequires businesses who supply these services to manage the
creation, delivery and storage of multiple forms of customer communication. These
disparate processes require a unified system to monitor ongoing processes and notify
operations of inaccuracies or missed steps in processes that have failed.
Organizations supporting multi-channel communications require robust solutions able
to support large transaction volumes, provide functionality across the entire
communications lifecycle, and offer integration to existing data sources and business
systems. These same organizations frequently have legacy systems that utilize multiple
data formats and output a variety of print formats. While these OHJDF\systems
cannot be updated or easily replaced, Web Services integrations and data stream
transformations allow modern systems to support the varied outputs.
Solimar Systems, Inc. (Solimar) commissioned Madison Advisors to conduct an
independent analysis of its product suite. Madison Advisors is a consulting firm that
helps organizations advance their print and electronic communications strategies and
solutions. Madison Advisors specializes in offering context-specific guidance for a range
of content delivery strategies, particularly those addressing enterprise output
technologies and customer communications.
The remainder of this paper reviews Solimar’s solutions in terms of the unique business
problems that WKH\ helpsolve. The analysis includes an up-close review of the
Chemistry Enterprise Dashboard, as well as discussion of the strategic benefits that
the offering delivers.
ACCOUNTABILITY ACROSS CHANNELS
For many transactional documents, businesses must comply with state and federal
regulations for production and delivery. Organizations producing financial, medical, or
other highly personal customer communications must meet specific SLAs for document
delivery. Customer Communications Management (CCM) solutions track and save
metadata on each document, which allows organizations to be accountable for the
delivery to the customer.
Organizations are accountable for customer communications regardless of the various
delivery channels. It is not enough to simply deliver customer communications
electronically. Organizations must be able to track delivery preferences, confirm
successful transmission, and record web-based access to archived documents. If one
delivery channel fails, the production management system needs to attempt delivery
through an alternate channel and notify the organization that the delivery failed. The
internal workflow should also change the consumer’s preference until connection has
been re-established.
With a CCM solution, businesses gain visibility into high-volume production processes.
This solution drives the production workflow by routing jobs to production devices and
software systems, such as printers, inserters, e-mail servers, web servers, and storage
area networks; and then manages the interaction between these discrete
components. The CCM solution also receives updates from all of these systems and
responds accordingly. For example, if a job runs late, the CCM solution issues
notifications and warns of an impending missed SLA.
HOW SOLIMAR MAKES A DIFFERENCE
Solimar provides a robust solution suite capable of managing high volume
transactional and print on demand production operations. The solution suite spans the
entire production lifecycle including transformation, document re-engineering/postcomposition, messaging, enterprise print management, workflow processing, archiving,
e-delivery and mail/package and piece-level tracking. Solution components work
together or stand-alone allowing businesses to tailor the solution to fulfill operational
requirements.
Solimar’s Chemistry is the CCM platform offering for bundled
solutions with integrated services. Its modular design gives
organizations control over their Automated Document Factory
(ADF) requirements. This CCM platform provides a universal
web dashboard and enterprise workflow tools that blends
Solimar products, new and legacy business, and delivery
modules along with third party solutions through APIs to
achieve visibility, accessibility, and mobility into an
organization’s entire operation.
Core to Chemistry is Solimar’s Chemistry Enterprise Dashboard (CED) which unifies the
Solimar software components to provide visibility and control into the production
processes and enables accountability for customer communications across multiple
channels. CED integrates with all of the Solimar software suites of products as well as
third-party solutions, which minimizes integration and customization efforts. The solution
also integrates with back office systems to support migration of legacy applications
and systems.
HOW CHEMISTRY FITS INTO AN ADF ENVIRONMENT
Solimar provides ADF solutions that work end to end through the production workflow
cycle. Modules within these solutions transform data or act on output streams to
enhance, print, view, or deliver critical customer communications. The Chemistry
Enterprise Dashboard provides views and alerts based on the reporting and
culminations of disparate reporting systems.
Figure 1 Solimar Chemistry Platform
As shown in Figure 1 above, the cycle of data optimization and multi-channel delivery
is demonstrated as viewed by Solimar’s Chemistry platform. This unified platform
includes legacy Solimar solutions, new Chemistry solution modules, as well as the
Chemistry Enterprise Dashboard which ties to third party applications for creating a true
end to end ADF environment. Chemistry is the integration of multiple business systems.
&DSWXUH modules include the ability for Chemistry to configure process automation, in
order to have repeatable, accurate steps throughout the workflow. The Chemistry
platform allows for the capture of pre-composed print streams, created in
composition software of all kinds, as well as PDF and data files.
7UDFN modules provide scheduling and SLA monitoring. Live tracking as well as print
management ensures files are accounted for from the time they arrive to when they
have been delivered to the final customer. Chemistry achieves accountability through
the use of configuration rules and filters that define the required SLAs and enable piece
level tracking. For example, rules can be defined that when a file of pre-composed
data arrives, it is sent to a hot folder and processed through a series of steps based on
the workflow designed for that specific job. If any step doesn’t occur, or CED
encounters an error, including that a file was not received in time, notifications can be
sent to appropriate people via email, SMS, or displayed on the dashboard.
Solimar’s legacy solutions can be used to 2SWLPL]H data for various forms of delivery.
CED uses transforms to drive data into different channels or to convert data streams for
use on different printers than those for which the data was originally composed.
Additional messaging can be inserted into the data streams to provide onserts, white
space messaging, and enhancements, such as the conversion of VHOHFWblack and
white GRFXPHQWHOHPHQWVto full color. Data insertion and extraction enables
additional high value processing, such as postal sorting and householding of
documents.
3UHVHQW modules ingest any document and present it in an appropriate format so that
the documents can be used in a variety of multi-channel communication delivery
options.
Finally, 'HOLYHU\ modules present the original data and formats using print and other
forms of electronic delivery. Multi-channel communications require the ability to
present communications in all forms of delivery, from enterprise printing and storage to
web and mobile.
As the central hub of an ADF, the Chemistry Enterprise Dashboard tracks the
movement, storage and distribution of documents through print and electronic
channels, including archive. The dashboard provides insight into the post composition
and production processes. All of these processes are accomplished by using web
services and watch folders in order to achieve an automated workflow.
PRODUCT ARCHITECTURE
Chemistry Enterprise Dashboard is a web-based platform. As an enterprise solution it
supports load balancing across multiple web servers and application servers and
leverages a SQL database for data storage. Solimar offers the solution as a singletenant or multi-tenant system capable of supporting multiple client-provider
relationships. Each client can have its own hardware pool and dedicated interface.
As shown in Figure 2 on the following page, CED provides
two different groups of modules to support the ADF
environment. The first set of modules provide processes or
actions, which create the final output for multi-channel
delivery. The second set of modules allows for reporting on
the status of multiple areas of the business and production
environment. CED acts as the central data collection point
which can then connect with other third party business
critical solutions such as ERP and CRM platforms.
This modularity allows customers to use a phased-in
approach when implementing the total solution.
A large enterprise client uses the
Solimar platform for web
presentment to deliver PDF
documents to their end user
customers. The solution meets
their SLA requirements to
transform, index and archive
millions of documents per day.
Today they house billions of
documents in their Solimar
repository.
Rapid deployment of critical services can now be
delivered in order to meet customer requirements.
For example, a print service provider would utilize the solution to manage its production
operations, allowing multiple clients to upload files, request changes, monitor SLAs and
generate reports. The interface can be customized for each client and the options
available can be configured at the user level to meet regulatory requirements for data
access. The interface can be extended to customer service representatives to provide
up-to-date information on the delivery of critical customer communications.
Figure 2 Chemistry Enterprise Dashboard Modules
&('provideV role-based access to system functions. Each implementation
has its own system administrator with sub-administrators for multi-tenant environments. The
system administrator determines which services will be available to each client company.
Client companies receive an administrator login and access to the standard roles. Client
DGPLQLVWUDWRUV then create their own users and assign roles and groups within the limits set
by the system administrator.
FUNCTIONAL OVERVIEW
As shown in Figure 3 below, the Chemistry platform consists of multiple Solimar
solutions that support the end to end document lifecycle. These solutions work
together with the CED to provide a complete ADF.
Figure 3 Chemistry Enterprise Dashboard Positioning
Solimar’s Passport Workflow Engine and Design Studio enable rapid onboarding of jobs
through the software’s sophisticated process automation and conditional logic. The
software’s graphical drag-and-drop interface allows non-programmers to easily setup
new applications with template-based processes without scripting. The software
enables users to dynamically build complex workflows that support linear and
branching workflow processes7KHVHZRUNIORZV allow jobs with the same
characteristics to be merged into a single production run and allow rolling SLAs that
accumulate smaller MREVLQWRVFKHGXOHGEDWFKUXQV
This feature provides organizations with substantial postal savings through the use
of electronic householding, batching, rolling queues and commingling and of
mailed output.
The configuration of a new job doesn’t require starting from scratch. Instead, users
modify current workflows to meet the specifications of a new job, enabling users to
leverage existing integration with third party solutions. The tool provides the ability to
automate configurations as a fast and easy way to ensure ongoing repeatable steps,
which ensures that SLAs are being met.
Passport Workflow (QJLQH is available in two different HGLWLRQV. The first is the
(QWHUSULVHEdition, which allows users to create and configure as many workflows as
required. The Services Edition allows the operation of workflows created by Solimar
support services as well as the ability to edit workflows created through those
professional services.
RubikaTM is a modular document re-engineering workflow solution that can be
configured to automate manual processes, enable postal savings, add value to
documents through trans-promotional content, add finishing and control marks, and
dynamically modify print data at run time.
The Solimar Print DirectorTM Enterprise (SPDE) is a scalable client-server-based output
management solution that combines integrated host to printer connectivity with fast,
accurate print stream conversions, multi-level security, remote administrator and
operator access, event notification, and powerful job routing/tracking capabilities in
one modular product.
SOLsearcherTM Enterprise is a highly scalable and secure electronic document delivery
and web presentment solution that enables organizations to effectively index, store,
search, and retrieve large collections of transactional and scanned documents.
Tying all of these together is the Chemistry Enterprise Dashboard (CED). CED provides a
management layer for Solimar’s print production software suite and third-party
software SURGXFWs such as those for document composition, e-mail management, and
postage. Operations with existing production tools, such as legacy print spoolers and
finishing equipment can connect these tools into an overall CCM solution. CED
directs the production workflow while recording the activity at every step in the process
to allow organizations to maintain accountability for individual customer
communications.
The CED interface can be easily configured. Administrators configure the user interface
to match corporate standards and can embed graphical content and connect the
CED to corporate Intranets. Furthermore, administrators define access to each function
within the system to individual users or groups with the access control model.
CED supports high volume production environments. The product architecture allows
multiple jobs and workflows to process at the same time by load balancing work across
multiple application servers. The solution calls print stream transforms to convert jobs
into the correct format for a selected output channel or stop a user from assigning a
job to the wrong output device. As shown in Figure 4 on the following page, CED
supports large production print operations with multiple print queues across multiple
facilities. Operators use the module to monitor jobs in the print queue and move one or
more jobs between printers through a drag and drop interface.
Figure 4 CED ‫ ڏ‬Enterprise Printing Module
CED also supports standard print activities, such as job ticketing, proofs/approvals,
collaboration, enterprise print management, reprint processes, postal processing,
record reconciliation, dynamic reporting and other activities critical to high volume
operations.
CED’s reporting feature records workflow activity and user actions throughout the
entire production process, which enables businesses to generate detailed reports for
management or compliance. The system builds SLA reports using data from jobs in
production, scanning stations, and piece level tracking. The piece level tracking
module, shown in Figure 5 on the following page, graphically displays the completed
and incomplete items, allowing users to drill down into the process history for each
item. Postage reports enable organizations to see overall postage spend and drill down
into individual records for jobs and mail pieces. An application programming
interface (API) allows integration with accounting to replenish the postage escrow
account.
Figure 5 CED ‫ ڏ‬Piece Level Tracking Module
The Asset Module allows users to search for CCM resources across multiple asset
management systems. Clients can upload their own content and messages into the
asset library, which eliminates the need to store resources in multiple locations. Any
process integrated into the Dashboard, such as post-composition, has access to the
necessary resources as needed.
The integrated Inventory Module provides basic inventory functions and can be
integrated with a full warehouse management system. The module tracks trays and
bins, allows for load balancing across inventory locations and displays stock levels for
each item.
CED processes eDelivery and integrates with multiple email providers such as
ExactTarget, Streamsend, and MailChimp. The system enables full support for email
distribution and personalized URL creation. The software handles user preferences
including tracking registration and opt in/opt out. It also manages all email tracking,
user activity, and statistics such as recording whether or not the item was
opened or viewed, invalid email addresses, and mailbox full notifications. The
solution allows viewing of emails and attachments including SMS delivery.
CED supports electronic presentment and payment functionality in the EBPP module.
The solution creates personalized URLs that allow consumers to opt in to receive
invoices electronically. Once consumers have signed up for the service, they
receive links via email that direct them to their documents. The interface displays
the selected document as well as links to historical documents stored in the
document archive. The CCM solution has embedded payment methods and
integration with multiple providers such as Paypal, Verisign and Google Wallet.
Alternatively businesses can integrate their own payment methods.
Many more modules are available as part of the total Chemistry environment.
Additional modules provide SLA rules and Integrity monitoring, along with Proofing
capabilities for customers. Tracking of delivery, all the way from receipt of files to actual
street level delivery by USPS or delivery companies is available. Postage Escrow can be
monitored and delivery preferences can be ensured. The Storefront provides the ability
to offer pick/pack services along with flexible and customizable web to print solutions.
KEY DIFFERENTIATORS
Solimar offers a modular suite of solutions that integrate into the Chemistry Enterprise
Dashboard. The solution delivers functionality across the entire CCM lifecycle including
process automation, production printing, multi-channel delivery, document archives,
finishing, mail and package tracking, dynamic messaging, e-presentment and bill
payment. Organizations can incorporate existing components, such as composition,
print spoolers, content repositories and other third party products from their operations
into the overall solution. An organization has flexibility to choose which new
components to add and which existing components to keep, which enables a faster
deployment and a reduced transition period.
Solimar’s Chemistry solution supports complex production processes. The underlying
Passport Workflow Engine and Design Studio support linear and branching workflows
that automatically call modules to perform tasks. Solimar’s sophisticated document reengineering software enables operations to combine jobs, reformat legacy jobs with
new features, and prepare documents for electronic delivery. The integrated solution
supports both transactional and print on demand (POD) operations with full visibility
into the production environment.
As an enterprise solution, Solimar’s Chemistry can be deployed for an enterprise
operation managing the production of a single corporation or in a service provider
environment where it supports the production needs for multiple clients. The solution
has the flexibility to be implemented with vendor neutral hardware shared between
multiple clients or with dedicated hardware assigned to process and archive only a
specific client’s volume.
IN SUMMARY
Solimar offers clients a flexible and extensible document production and delivery
platform that can be managed internally or outsourced with custom services. The
solution has been designed to support high-volume transactional and POD production
operations with accountability for regulatory compliance and simplified
implementation of multi-channel communications.
The Chemistry Enterprise Dashboard enables businesses to build an automated
document factory on top of existing production components. The modular solution
allows organizations to quickly gain visibility into their production operations and add
critical functionality, such as automated reprints, proof approvals, and electronic
presentment as needed. The solution leverages an organization’s existing investment in
content archives, document composition systems, and production equipment.
Solimar enables businesses to offer multi-channel delivery without implementing a
parallel production system. CED supports all communications channels equally.
Consumers that would prefer to receive electronic documents, turn off the printed
output and receive comparable communications electronically. Meanwhile,
businesses avoid creating channel-specific processes and manage all the content for
their customer communications through a single source.
Solimar also provides professional services including onsite assessments, integration and
implementation, documentation, training and cloud-hosted proof of concepts.
Solimar can quickly implement a robust production control system and onboard
document applications in order of importance.
Solimar’s solution improves visibility within the operation and extends accountability
across multi-channel delivery allowing organizations to realize the benefits of improved
customer communications.
ABOUT SOLIMAR SYSTEMS
Solimar Systems is a leading developer of Customer Communication Management and
Delivery solutions. Solimar Solutions provide clients visibility into their operations while
driving costs down; track the lifecycle of all jobs from receipt to multi-channel distribution;
optimize and convert data and documents; manage production printing across the
enterprise; ensure security access and compliance; and integrate composition,
messaging and workflow tools into a universal web dashboard. With thousands of clients
worldwide, including 70% of the Fortune 100, Solimar has integral, proven IT solutions that
have benefited print and data centers for more than 20 years.
For more information about Solimar Systems, visit our web site:
www.solimarsystems.com
ABOUT MADISON ADVISORS
Madison Advisors exists to advance the print and electronic communications
objectives of Fortune 1000 companies. Madison Advisors specializes in offering contextspecific guidance for a range of content delivery strategies, particularly those
addressing enterprise output technologies and customer communications.
Madison Advisors offers services and expertise primarily through short-term, high-impact
consulting services. With no-nonsense, quick engagements (measurable in days or
weeks, not months), Madison Advisors directly helps our clients achieve very hard and
specific return on investment (ROI) related to their print and electronic communications
initiatives.
Madison Advisors’ analysts are dedicated to technology and market research that is
delivered through short-term project engagements as well as articles, publications, and
presentations. We specialize in customer communication technologies including
enterprise output management, content management, customer relationship
management, e-billing, and infrastructure technology.
For more information about Madison Advisors, visit our web site:
www.Madison-Advisors.com.
ABOUT THE AUTHOR
Richard Huff
Richard Huff joined Madison Advisors in 2002 as a principal analyst. Huff’s expertise
spans content management, publishing systems, digital printers, and electronic
document delivery systems, including EOMS and EBPP. Huff assists clients with enterprise
document strategies, product selection, and market development initiatives. Huff has
authored articles for numerous industry publications, including 'RFXPHQW'LJLWDO
3XEOLVKLQJ6ROXWLRQV+LJK9ROXPH3ULQWLQJ and 7KH;SORUHU
Prior to Madison Advisors, Huff was a senior analyst with Doculabs, where he was lead
analyst for end-user and vendor consulting engagements. Huff also had eight years of
experience at Uarco, Inc., a manufacturer of customized business forms and label.