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Updated: April 24, 2023

The following article provides background into the data capture service quality feedback process, the applied improvements, and specific sub-processes for each analyzed root cause and improvement steps.

What is the data capturing feedback process?

The data capture quality feedback process is intended for customers to help Basware improve the results of the Scan & Capture Service, SmartPDF, and PDF e-invoice services. Data capture is the common name for these services.

The customer collects feedback regularly and submits the feedback in a feedback form. This feedback form contains invoice information, the incorrectly captured fields, and expected field values. The feedback form is then sent to Basware for analysis.

Based on the reported fields from the customer, the feedback analysis team identifies the area where the most improvement can be achieved. The reported errors will be analyzed thoroughly to find the underlying root cause and possible actions to achieve long-term quality improvement.

The analysis results are a set of key focus areas for improvement. The Scan & Capture process consists of numerous steps between sending the paper invoice until it appears in the invoice processing system. In SmartPDF, the business document can be processed through various data-capturing engines. The improvement action can be identified anywhere in this process.

Each analyzed feedback form contains an owner for each identified improvement action. In addition, for errors where a follow-up is required, there will be a unique ServiceNow identifier for tracking the progress.

The below flow chart illustrates the basics of Feedback 2.2. process where the customer has P2P and SmartPDF in use. The same flow is applied to all Scan and Capture and SmartPDF customers. The feedback report can be sent automatically from the ERP, or it can be sent manually to Basware. For more information, please contact your CSM or Support.

What are we changing and why?

The following are the key process improvements:

Field Category Based Analysis vs. Individual Invoice Analysis - Instead of providing an answer to each invoice feedback row separately, we will focus on identifying patterns of reoccurring issues in Field Categories. We will solely focus on the Top Three Field Categories in terms of the highest volume of impacted documents in an effort to resolve the key issues that bring the most value.
New Feedback Analysis Summary Form - The Data Capture Quality Feedback Analysis Report has been designed with a new layout which makes it easier to understand the underlying root cause and who is responsible for realizing the improvement.
Proactive Support Ticket Creation and Tracking - A subset of improvement actions will be tracked in separate ServiceNow tickets, which makes the process more proactive, transparent, and simple.

When are these changes going live?

These new process improvements are live as of May 22, 2020, and will be applied to all quality feedback cases submitted after May 18, 2020.

How long will this new process be applicable?

The new improvements were fast-tracked in light of COVID-19, but we have seen the progress of Feedback 2.0. The process is set to be a permanent change. We welcome your insight into these improvements. Please see the details below on how you can provide input and general feedback/suggestions on the new process updates. Therefore, the first modifications are now live from December 2020 onwards. These include the new manual feedback form. In the spring and summer of 2021, we made changes to the keywords.

How can I ask questions or raise suggestions surrounding these new Quality Feedback Process improvements?

If there are any further inquiries related to the quality feedback process or if you have suggestions on how this new process is working, we welcome the feedback. Please contact Basware Support by filing the following support case.

Overall Quality Feedback Process Summary

This section provides a more detailed overview of the improvements highlighted above.

Are there any changes to how I report my Data Capture Quality Feedback to Basware?

No, there are no changes in how you report your feedback; please continue to submit the feedback as you have done previously.

How has the quality feedback analysis report been changed?

The Data Capture Feedback Analysis Report has been completely redesigned, providing an enhanced user-friendly experience.

- During 2023, the new Data Capture Feedback Analysis Report will be rolled out

Below is the current version of the Scan and Capture Feedback Analysis Report:

Here are definitions of the key aspects of the report:

Field Category - This represents the document field that has the majority of quality issues associated (e.g., Invoice #)
Ratio - The overall percentage of quality issues associated with this field
Error Category - This attribute provides a list of potential error categories for which the specific field errors are associated with
Finding - This is the fundamental reason why the issue is occurring
Action Required - This represents the action required to resolve the identified root cause
Responsible Party - This represents the party responsible for implementing or triggering the activity highlighted in the action required section
Support Ticket # - This section may provide individual support tickets; this depends on the action required
More Information - This section contains a link to Basware Knowledge Base. The article will provide a comprehensive summary of work instructions associated with the Finding and Action Required. We encourage users to check in to see the updated content periodically.
Example - This section contains an example of the Finding to illustrate the reported issue further

For comprehensive details about the different data capture services findings, please review the following articles:

Data capture feedback analysis process