Updated: March 7, 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 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, there will be a unique ServiceNow identifier to track progress for errors where a feedback follow-up is required. 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 the data capture. A follow-up will not be opened if there are fewer than five documents, but the analyzed feedback report links to the specific Knowledge Base article.
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:
- Feedback processing per processing engine:
- AI - All reported documents are used for AI training.
- Template - Each reported document is categorized by sender ID, and the top 30 senders are fixed by the highest sender's document count on the feedback report.
- Human validation by partner - 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 regarding the highest volume of impacted documents in the single feedback report to resolve the key issues that bring the most value.
- 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. Basware opens incidents, while customers and externals open cases.
Overall quality feedback process summary
This section provides a more detailed overview.
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 related to 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 periodically to see the updated content.
- 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: