Updated: July 19, 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.

Two different ways to report feedback:

• P2P customers use the built-in feedback reporting function.
• Customers who do not have Basware invoice processing system report feedback by filing a manual feedback form.

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 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 outside of the data capture, so called non-capture errors. A follow-up will not be opened in case there are less than 5 documents, but a link to the specific Knowledge Base article is provided.

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.

 

Feedback process areas

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

The following are the key processes:

• Field category based analysis vs. Individual invoice analysis - Instead of answering each invoice feedback row separately in the human-validated flow, 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 the single feedback report in an effort to resolve the key issues that bring the most value.
  • For automated capturing (Gateway) flow, each reported document is analyzed as the issue needs to be checked and make adjustments to the mappings.
    • A follow-up incident is created if the reported issue is not part of the data capture side, further investigations are needed, or an explanation is shared with the reporter.
• Proactive Support Ticket Creation and Tracking - A subset of improvement actions will be tracked in separate ServiceNow tickets (incidents), which makes the process more proactive, transparent, and simple.
  • ServiceNow has two ticket types; cases and incidents, and the incidents are opened by Basware, while customers and externals open cases.
    

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:

• 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:

• Change Request required
• Configuration error
• Human validation mistake
• Service update required
• Master data error
• Scanning Center Error
• Data missing from image
• Image poor quality
• Example too old
• Expected value released
• Captured according to SVG
• Insufficient details provided
• Duplicate invoice
• Uncategorized error
• Wrong business unit selected
• Text extraction