For Business Process Professionals

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	December 17, 2008 (updated February 3, 2009) In Good Times And Bad, Document-Centric Web Transactions Lower Costs And Improve Experience Use BPM And DOM Technologies To Move To On-Demand Transactions by Craig Le Clair with Kyle McNabb, Keith K. Tsang	Average: 10  (2 ratings)

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Executive Summary

Despite delivering tangible cost savings, document-centric transactions have moved to the Web rather slowly for a number of years. Yet the need for electronic statement delivery, tying customer self-service events into accounting opening, and moving document-centric transactions online will increase in response to ever-changing customer experience demands. Business process management suites (BPMS) and document output management (DOM), two enterprise content management (ECM) technologies, help provide online document-centric transactions support. But it's the use of emerging technologies, and marketing's assistance, that helps move greater volumes of document-centric transactions online.

TABLE OF CONTENTS

• In Good Times And Bad, Web-Based Document-Centric Transactions Lower Costs
• How DOM And BPMS Help Support Online Document-Centric Transactions
• Gain Marketing's Help By Focusing On The Customer Experience

RECOMMENDATIONS

• Infrastructure And Attitude Can Increase Web-Based Transaction Adoption

WHAT IT MEANS

• Strong E-transaction Strategies Will Thrive In Economic Downturn
• Supplemental Material
• Related Research Documents

This is an excerpt

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