Governance-First Content in Customer-Facing Processes

Presented by

Sandy Kemsley, Industry Analyst, Kemsley Design & Tom DiRusso, Strategic Specialist, Content Services, ASG Technologies

About this talk

Gaining control over end-to-end customer-facing processes is an essential part of modernization initiatives that seek to improve customer satisfaction and operational performance. Although simple customer-facing processes can be completely driven by structured data, more complex processes can include a variety of unstructured content provided by the customer, third parties or created internally. This content may be documents such as application forms, letters and contracts; or multimedia such as photographs and video. Process automation typically provides control over what specific tasks and structured data are available to each participant in the process, but the content that drives and supports the process must also be served up to participants when necessary for completing a task. This requires governance policies that control who can access what content at each point in a process, based on security rules, privacy laws and the specific participant’s access clearance. In this webinar, we will examine what is required for a governance-first approach to content within customer-facing processes: • The range of content-rich processes, from straight-through transactions driven by the receipt of customer documents, to more complex case management that collects a set of documentation to support a decision. • The complexities created by a mix of process automation and content management systems, with the need to present the right task and its related content at any point during a process. • Applying security and privacy policies at the time that content is presented, based on the participant’s access clearance (i.e., internal worker, the customer, or a third party).

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ASG Technologies, a Rocket Software Company is an award-winning, industry-recognized and analyst-verified global software company providing the only integrated platform and flexible end-to-end solution for the information-powered enterprise. ASG’s Information Management solutions capture, manage, govern and enable companies to understand and support all types of information assets (structured and unstructured) and stay compliant. ASG’s IT Systems Management solutions ensure that the systems and infrastructure supporting that information lifecycle are always available and performing as expected. ASG has over 3,500 customers worldwide in top vertical markets including Financial Services, Healthcare, Insurance and Government. Visit us at