Data capture feedback analysis process


Updated: February 3, 2025

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

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 it in a feedback form. This form contains invoice information, the incorrectly captured fields, and expected field values. It is then sent to Basware for analysis.

Two different ways to report feedback:

Based on the customer's reported fields, 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, from sending the paper invoice to appearing 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 to track progress. The follow-up ticket (incident) will be opened under the same ServiceNow user who has reported the originating feedback. Reported errors where a follow-up is opened are called non-capture errors outside of the data capture. A follow-up will not be opened if there are fewer than 5 documents, but a link to the specific Knowledge Base article is provided in the analyzed feedback report.

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

 

Feedback process areas

The data capture service can be divided into two methods - automated capturing and human validation.

The following are the key processes:

Overall Quality Feedback Process Summary

This section provides a more detailed overview.

Below is the current version of the Scan and Capture Feedback Analysis Report, and it's used for human validated feedback (Scan and Capture or SmartPDF):


Here are definitions of the key aspects of the report:

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