November 2000

e.docs:

Put Collaboration Behind E-Transactions

By Doug Henschen

Cybermarkets, extranets and procurement applications are making it easier to conduct business-to-business (B2B) transactions online, but how do you ensure fulfillment? The sad fact is that one out of nine business transactions encounters a problem, according to IDC, a Framingham, MA, research firm. Whether due to a back order, a cost discrepancy or incomplete transaction details, exception transactions typically cost 300 percent more to process than routine transactions. IDC's research shows this can double the cost of fulfillment.

Optika of Colorado Springs, CO, (www.optika.com) says it can cut these costs with the automation and conflict resolution tools built into Acorde. The system is built on a foundation of workflow, capture and collaboration technologies. Acorde replaces Optika's eMedia system with an entirely Web-based interface, upgraded production workflow technology and a battery of Web-based tools including message boards, threaded discussions, instant messaging and chat rooms designed to facilitate real-time conflict resolution.

Acorde is aimed at payment-centric processes, such as purchasing, billing and receiving, as well as application-focused processes, such as those found in banking, insurance and other financial services. The benefit is greatest for those handling complex high-volume, high-value transactions that frequently encounter delays.

Optika's solution is built around three major components: Resolve, Process and Context. Acorde Resolve creates "virtual offices" where trading partners can collaborate online to review and discuss out-of-tolerance transactions. This is where the chat room, threaded discussion and message board features come into play. Going beyond email, these tools offer real-time and group communication possibilities including "co-browsing," a method of pushing content to desktops. The technology is designed to ensure timely review of relevant information by all parties to a transaction.

Acorde Process is rooted in Optika's Web-based workflow technology, and it provides the graphical process design tools and administrative reporting and management tools needed to keep work moving. The Process module can be the primary automation tool, as might be the case in a loan processing application. It can also be used as an exception processing tool, taking over when transactions fall out of tolerance in ERP or an online transaction processing system.

Acorde Context provides capture, storage, search and retrieval technologies that deliver the content and context behind every transaction. Images, faxes, email, ERM data, EDI streams, HTML, XML and electronic form data can all be stored and retrieved from a single repository. A configurable MyAcorde interface taps into these resources. Users can store searches and add links to regularly visited Web sites, applications and data.

In the real world, problems can be encountered at almost any point along the supply chain. Acorde's first line of defense is customer self-service. Internal and external collaborators with appropriate security can access Acorde via the Web, track problems as they emerge and then call up records such as invoices, purchase orders, billing information, check images and e-transactions.

When self-service falls short, "B2B Resolution Paks" can be created containing all content relevant to the transaction in question. Business partners can then meet online in a secure workspace and use Acorde's collaborative tools to review records and work toward a solution.

Unveiled in September, Acorde has been implemented by a handful of beta customers including Arvest Bank Group, Clear Channel Communications and Washington State University. Building supplies distributor BMC West of Boise, Idaho, has used Optika's technology to automate its accounts payable processes. Acorde has been integrated with the company's Oracle Financials application in order to manage paper-based workflows and e-business transactions side by side. Acorde provides a single point of entry for EDI data and scanned invoices received at headquarters and in remote locations.

Acorde is offered as a stand-alone application starting at $100,000 with up to 25 virtual offices. The system can also be leased through an application service provider. ASP pricing includes a one-time start-up fee (beginning at $15,000) and monthly fees including site maintenance (starting at $10,000 with 25 concurrent users or virtual offices) and storage charges of about $40 per gigabyte per month. Process automation competitors include the likes of FileNet, Staffware and Eastman Software. Optika has set Acorde apart with rich, real-time interaction features that meet the call for collaborative e-commerce.