Scan and Capture Feedback Analysis Process

Updated: March 24, 2022

Dear customers, 

In light of the COVID-19 situation, Basware has taken the opportunity to optimize the quality feedback process to make it more efficient, effective, and more user-friendly for our customers throughout this challenging period.

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

Please note that we have updated the process from Feedback 2.1. version to Feedback 2.2. version during the summer of 2021.

What is the Scan and Capture and SmartPDF Quality Feedback Process?

The Scan and Capture and SmartPDF quality feedback process are intended for customers to help Basware improve the results of the Scan & Capture Service. The SmartPDF service is included in this feedback process as well. The Optical Character Recognition (OCR) process is referred to here as Scan & Capture when the business document is sent to Basware and the document is processed via the OCR channel. The service is either CloudScan, Scan & Capture, or SmartPDF.

The customer collects feedback on a regular basis and submits the feedback in a feedback form. This feedback form contains invoice information, the incorrectly captured fields, as well as the 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 undergo a thorough analysis to find the underlying root cause, along with possible actions in order to achieve long-term quality improvement.

The result of the analysis is a set of key focus areas for improvement. The Scan & Capture process consists of numerous steps between the sending of the paper invoice until it appears in the invoice processing system. The improvement action can be identified anywhere in this process.

Each analyzed feedback form contains an owner for each of the identified improvement actions. 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:

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 the 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 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 spring and summer 2021 we have 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 Scan and Capture Quality Feedback to Basware?

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

How has the quality feedback analysis report been changed?  

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

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

Here are definitions of the key aspects in the report:

 For comprehensive details about the different Scan and Capture findings, please review the following articles: