The Business Process Management Guide

The Business Process Management Guide
Implementing proven solutions for streamlining

the most demanding business processes
Verity White Paper

Implementing proven solutions for streamlining
the most demanding business processes
November 2005
Table of Contents:
Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Streamlining Organizations with BPM Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
The Case for BPM Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
High Return BPM Projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Customer-Facing Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
HR and Other Internal Administrative Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Financial Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Overview of Veritys Solutions for BPM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Gaining Control over Paper-based Processes with TeleForm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
TeleForm Process Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
TeleForms Return on Investment Potential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
TeleForms Advantages over Other Content Capture Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Typical ROI Calculation for TeleForm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
TeleForm Benefit and ROI Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Streamlining Processes with eForm Technology from LiquidOffice . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
LiquidOffice Process Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
LiquidOffices Return on Investment Potential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
LiquidOffices Advantages over Other eForm and BPM Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Typical ROI Calculation for LiquidOffice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About Verity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Appendix: Case Studies for Cited Customer Testimonials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Customer-Facing Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Customer Submittal Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Customer Service Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Automated Order Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
HR and Other Internal Administrative Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Automating HR Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Streamlining Data Processing Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Financial Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Automated Purchase Requisitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Sales Order Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Mortgage Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Foreword
The goal of this document is to help corporations of all sizes
and across industries to identify areas where business process
management (BPM) technology can offer the greatest return
for their available resources today while providing a technology foundation to support future initiatives.
Perfectly suited for organizations with limited IT resources
and budget, this guide offers recommendations for advanced
technology solutions that dont require wholesale changes
to legacy systems or a brand-new enterprise-wide strategic
technology direction. To the contrary, this guide delivers
explicit advice on the kind of projects that can be embarked
upon quickly, that provide a quantifiable and well-established
return on investment, and that feature a technology framework
that supports organization-wide growth and expansion.
You can rely on Verity for expert advice in this area. We
have over 10,000 customers who have benefited from our
solutions for more than 10 years. This guide contains real
customer stories, complete with a discussion of the benefits
they have achieved and the forms and processes they have
implemented.
Regardless of size or industry, Veritys solutions can deliver
quantifiable ROI for your organization. We can deliver that
value by our unique approach of thinking big, starting small,
and delivering results quickly. The following paper will show
you how.
Best regards,
Anthony Bettencourt
CEO, Verity, Inc.
Publishers Note: Information contained in this document is intended for guideline purposes only. Verity product documentation supersedes information contained
in this document. The situations described in this document are offered as examples; actual configurations and results will vary from system to system.
Proprietary and Confidential to Verity, Inc.
Streamlining Organizations
with BPM Technology
The trends are clear. Enterprises in virtually every industry
across the globe are investing in business process management solutions to optimize their processes and drive better
business results. In terms of definition, business process
management (BPM) is the design, execution and optimization
of automated processeseverything from line-of-business
processes such as work orders, customer interactions, payroll
processing, order processing, and regulatory compliance
initiatives to core mission-critical processes such as payment
remittance, billing, product development and logistics.
BPM is not just electronic forms, business rules and
workflow. It also includes the automation of paper-based
processes. Successful implementations include the ability
to process both paper-based and electronic forms seamlessly,
without having to develop entirely separate processes for both.
Despite the prevalence of the Web and network access, most
organizations still need to provide efficient processeswhich
include paper forms.
The following questions will help you determine where business process management can provide you with operational
efficiencies:
Are you manually entering data that you receive on paper forms?
Do you have processes (e.g. HR functions, work orders, applications, etc.) that span across your enterprise systems, not just within
one system?
Do your defined processes have a large degree of variability?
Do you need to have traceable and auditable financial processes to
meet government mandates such as Sarbanes-Oxley and HIPAA?
Do you need to protect against employee termination litigation?
Business process management technology can effectively

address the challenges presented by these questions, and this
guide will show you how.
BPM has helped organizations of all shapes and sizes
improve their efficiency, responsiveness, security and service.
Specifically, successful implementations of BPM can:
Enable hard dollar ROI through automation
Accelerate business cycles, ensure compliance, and connect
people with information and processes, regardless of location
Improve customer-facing processes, which can build customer satisfaction and loyalty by proactively executing on requests, orders,
inquiries, enrollment and issues
Reduce time-to-compliance and audit costs by providing transparency and tracking for all organizational processes
Gain corporate efficiencies by automating internal processes,
including a global workforce that is ubiquitously connected to the
information, resources and processes needed to make informed,
real-time decisions
The Case for BPM Technology
as Sarbanes-Oxley, HIPAA and other legislative mandates.

BPM lets organizations track approvals, reviews, edits and
business activity at every step of a process, which is crucial to
meeting the requirements of these regulations. BPM can also
establish rules, impose deadlines and alert regulatory affairs
specialists of compliance risks in real time.
Individual BPM implementations should also include support
for electronic signatures, which facilitates compliance with
the Government Paperwork Elimination Act, Electronic
Signatures in Global and National Commerce Act, Section
508 of the Rehabilitation Act, and others. These capabilities
mean organizations can manage risk more effectively, preserve customer, shareholder and employee trust, and protect
your enterprise from the damaging publicity and penalties
that can result from regulatory violations.
One reason for the increased adoption of BPM is its rapid
return on investmentwhich is particularly important in
this time of tight budgets and intense scrutiny over financial
performance and compliance. In general, the return on
investment is based on savings of reducing manual data
entry; in the case of paper-based forms, on the reduction
of requirements for printing, distribution, processing and
collecting documents.
BPM is not a pie-in-the-sky initiative. It usually involves
automating the most fundamental business processes, either
internal or customer-facing. By its nature, BPM usually
involves the integration of many different systems, functional
groups, customers and document formats. As such, BPM
projects can become quite complex and require the integration of diverse systems. The key is to implement a solution
that is powerful enough to accommodate complex processes,
flexible enough to handle ongoing change, easy enough for
users to embrace, and simple enough to be implemented on
time and within budget. This can be a challenging prospect
for any organization.
High Return BPM Projects

This guide will help you identify certain low risk and high
reward processes that can be effectively implemented by
organizations in all industries. The challenge is to maximize
the use of IT budgets while delivering improved and more
functional business operations. The key is to focus on projects
that provide a rapid ROI while being based on a scalable and
rich technology platform. Verity can deliver these solutions.
The advice in this guide is based on experience spanning
many years of delivering highly effective and proven solutions
for process automation. Verity has tackled and solved some of
the most challenging problems in all industries, and we can
help with yours as well.
Corporations today are under the combined pressure to lower

the cost of internal operations while adding new capabilities
to maintain compliance with government regulations such
Customer-Facing Processes
Positive or negative customer impressions are often formed
as a result of a corporations ability to effectively manage
its business processes. Whether its insurance claim forms,
permit applications, satisfaction surveys, customer support
requests, or order forms, they all need to be collected from the
customer and processed quickly through internal systems to
assure a rapid response. These solutions need to handle both
paper and electronic forms, and they need to be go beyond
simply making the form downloadable from the Web. Most
companies are already doing that.
The better approach is to automate the complete processfrom
the initial gathering of customer information to its subsequent
internal processing. Equally important is the ability to
automate both paper- and electronic-based processes. Not all
citizens have access to the Web, and overall efficiencies cannot be generated from merely handling one interaction type.
BPM allows organizations to dramatically reduce data entry
costs, streamline internal operational processes, accelerate
the delivery of data and documents to back-end systems, and
employ automated business rules to reduce data errors. Using
BPM, corporations can support intelligent routing, tracking
and secure digital approval, all over the Internet. Once
the data is received from the customer, the process can be
handled entirely online.
This is a clear winner for automation, as noted by the following
real-life examples1:
Bruno Independent Living Aids uses content capture technology to automatically extract customer and product information from customer warranty cards. The system is integrated
with their customer relationship management system to
provide updated customer information and with their content
management system for archival and storage.
WW Group, the largest franchise group of Weight Watchers
International, has deployed an automated data collection
and distribution system for the forms collected at each Weight
Watchers meeting. Rather than manually entering and routing data, the information is automatically extracted off the
form and immediately made available to the Weight Watchers
staff and their members via a secure website.
Sonic Innovations, a manufacturer of medical hearing
devices, has deployed BPM content capture technology to
process order forms from their customersthe submitting
physician. The data on the form is automatically read and
validated through business rules, and then the information is
passed into the ERP system for actual manufacturing. The
system has enabled Sonic Innovations to reduce its order
processing time by 50%.
HR and Other Internal Administrative Processes
Internal operations within corporate offices are dominated
by numerous business-critical processes, including HR
forms, spending approval requests and document approvals.
BPM can assist administrative functions and departments in

increasing efficiency and reducing operating costs. In addition
to streamlining operations to speed processing, many corporations are motivated by the need to comply with compliance
mandates, such as Sarbanes-Oxley.
Publicly traded corporations are using BPM to meet SarbanesOxley Section 404 compliance requirements for documenting
and enforcing internal processes and controls. BPM can help
create clear and comprehensive audit trails to sales orders,
expense reports, legal agreements, purchase orders or any
content-driven process that could affect a companys balance
sheet. This enables auditors to immediately track transactions,
see their routing and approval path, and review supporting
information at every step.
BPM can reduce redundant processes, streamline approvals,
improve information flow, lower distribution costs, shorten
approval times and integrate with disparate systems.
For example1:
Science Applications International Corporation (SAIC) uses
BPM to automate the creation, submission and approval of
internal-facing forms. Integrated into their existing intranet
environment, BPM enables employees to access forms online
and easily submit, track and approve forms using a familiar
interface, which reduces training requirements and facilitates
user-adoption. The ability to quickly capture, process and
respond to business-critical information enables SAIC to
better serve its employees while reducing costs.
99 Cents Only Stores, like most organizations with nationally or globally distributed workforces, needed a way to
cost-effectively manage its many form-based processes such
as human resources and corporate compliance initiatives.
Employing BPM, they were able to implement electronic
forms with a role-based workflow approval process, allowing 99 Cents Only Stores to improve business performance,
enhance customer service, reduce costs and better manage
training requirements.
Baja Fresh has employed a BPM system that allows it to
publish its 100 corporate forms on the corporate intranet,
thereby avoiding duplications and providing employees
with ready access to up-to-date, interactive forms. The
BPM system is fully integrated with its Human Resources
Management System, providing efficiencies to process new
hire forms, employee change forms and many other forms
relating to capital expenditures, expenses and benefits.
Financial Operations
BPM can significantly streamline, integrate and optimize
financial processes such as accounts payable/receivable,
procurement, capital requisitions, grant submissions and
expense processing. With BPM, corporations can achieve
operational efficiencies, reduce errors, lower processing costs,
and improve financial planning and forecasting. BPM also
allows organizations to gain visibility and control of financial
Comprehensive case studies are included in the appendix.
processes with an audit trail that tracks processes historically

and in real time. For example1:
Johnson Controls implemented a BPM solution that has
reduced the average processing time of online purchase
requisition forms from eight days to three, while shortening
the cycle for approvals and receipt of goods. The full return
on investment is expected to be less than one year.
American Home Patient implemented BPM to automate their
entire sales order and billing processes. Their billing processes
are complex, having over 2,000 payers with different rules for
invoicing. By automating the processes with BPM, American
Home Patient was able to reduce internal payroll expenses
by 22%, reduce the number of denied claims by 17%, and
significantly increase employee satisfaction and retention.
Overview of Veritys
Solutions for BPM
Veritys content capture and business process management solutions provide organizations with powerful tools to
efficiently, effectively and expeditiously handle the aforementioned business challenges faced by companies of all sizes
and across all industries. Using Veritys content capture,
electronic form and BPM technology to automate these manually intensive processes, these organizations can deliver better
service with fewer resources.
Easily incorporated into existing processes, Verity offers the
only solution that can accommodate both paper and electronic
forms and documents. Veritys versatile content capture and
BPM technology enables organizations to leverage the advantages of online processes, while maintaining similar processes
and efficiencies for the potentially thousands of paper documents that are received via traditional mail or fax.
For most organizations, their specific process problems revolve
around answering the following questions: How do I gain
control over my paper-based processes, and then how do I
leverage the ubiquity of the Web and electronic processes to
gain further efficiencies?
In evaluating eForm automation solutions, we

required a solution that would reduce time and
costs associated with the management of forms
while also integrating easily with our existing
system framework. Verity LiquidOffice met all
our requirements and provides us with a complete eForm solution that is also easy to use,
nearly eliminating training costs.
Robert Adams, vice president of
information systems, 99 Cents Only Stores
Below, well describe Veritys BPM solution in that context.
Gaining Control over Paper-based

Processes with TeleForm
Verity TeleForm enables corporations to quickly and
easily capture and convert paper-based processes into
digital data that can be used departmentally or throughout
the organization. A versatile and comprehensive software
solution, TeleForm is designed to accommodate even the most
demanding business needs.
TeleForm offers a proven content capture solution that enables
organizations to achieve the following benefits:
Dramatically reduces operating costs associated with manual
data entry
Increases operating efficiency
Serves as an on-ramp for Web-based content and document
management systems
TeleForm Process Flows

The following section describes a typical flow of data made
possible by TeleForm:
Scan Station/
Remote
Capture Station
TeleForm Reader
TeleForm Verifier
Data Storage
Repositories
1. Scanning Documents, such as HR forms or requisition requests,

can be scanned at any scanner, multifunction device or digital
copier. This process can occur remotely or at a centralized location.
The scanned images are placed in a network folder or at the local
workstation, where they are then picked up and processed by the
TeleForm Reader.
2. TeleForm Reader The Reader grabs the document images and
begins processing. The Reader then recognizes and converts a
multitude of inputs (e.g. handwriting, computer text, barcodes,
bubbles, signatures) into an electronic format.
3. TeleForm Verifier Any characters that are considered ambiguous by TeleForms industry-leading RecoFlex engine are sent to a
verification station for manual review and correction.
4. Data Storage Data is loaded into a back-end database or sent for
further processing.
TeleForms Return on Investment Potential

By enabling organizations to do more with less, TeleForm
offers an excellent return on investment. The following is a
typical scenario that demonstrates how TeleForm can dramatically improve business processes while reducing expenses.
Typical ROI Scenario
An organization receives thousands of application forms per

week that need to be processed, evaluated and approved.
Before TeleForm: Prior to implementing TeleForm, the organization was required to manually enter the information from
each form. The image below indicates the process.
With this process, the number of data entry clerks is reduced

from 20 to 5, data quality has improved from 10 errors in 100
forms to 1 error in 1,000 forms, and the time to process is
reduced from 3 hours per form to 10 minutes.
TeleForms Advantages over Other
Content Capture Solutions
TeleForm has significant advantages over other products in the
market. Most notably:
Original
Paper
Archived
FAX
Original
Forms
Received Forms
Waiting for Entry
20 Full-time
Entry Clerks
Data
Stored
A highly inefficient process, it took more than three hours

to process each application, the data quality was poor due
to the errors associated with manual data entry, and staffing
challenges were constant.
After TeleForm: By incorporating TeleForm, the applications
are scanned and then automatically converted to electronic

format, with only a small portion of the forms needing manual
verification. The new process is illustrated below.
Typical ROI Calculation for TeleForm

Return on investment can be calculated by comparing the cost
of manual data entry with automatic paper form processing
powered by TeleForm. The following example demonstrates
the ROI that an organization can achieve by reducing the
amount of time it takes to process each form.
Before TeleForm manual data entry
Number of forms per day: 200
Data entry time per form: 15 minutes
Total data entry time per day: 50 hours
(200 forms x 15 minutes)
Daily labor cost: $1,000/day
(50 hours x $20/hour)
Labor cost per year: $250,000
(250 work days x $1,000/day)
FAX
Onl
ine
Original
Forms
(Paper or
Electronic)
Superior Recognition At the core of TeleForm is a state-of-theart voting system that leverages advanced RecoFlex technology, an award-winning and neural-based recognition system.
TeleForms RecoFlex technology offers superior recognition for
hand-print, machine-print, check box, barcode and other input
formats, thereby eliminating manual interventions.
Enterprise Ready TeleForm is built for handling mission-critical
business processes in complex IT environments. From advanced
administrative capabilities, such as LDAP support and single signon to enterprise-strength security, TeleForm can handle any size
job in a wide range of IT environments.
LiquidOffice Integration TeleForm offers seamless integration
with LiquidOffice, Veritys enterprise-class BPM application, allowing customers to seamlessly manage the transition from paperbased processes to electronic ones.
Received
Forms
Processed
Daily
15 Fewer Data
Entry Clerks for
75% Reduction
Immediate
Access
to Data
After TeleForm automated content capture

Number of forms requiring verification: 66
(33% of 200)
Time to verify forms: 6 min
Total data entry time per day: 6.6 hours
(66 forms x 6 minutes)
Daily labor cost: $132/day
(6.6 hours x $20/hour)
Labor cost per year: $33,000
(250 work days x $132/day)
The [TeleForm] system exceeded our expectations, and we are thrilled with the results. But the benefits go far beyond an ability to shift employees to more productive tasks. Since implementing TeleForm,
weve rolled out a series of new initiatives that have dramatically improved the way we do business
ideas we hadnt even imagined before TeleForm.
Amy Brosgold, vice president and CFO, WW Group (Weight Watchers franchise)
Total technology investment: $98,600

(software, hardware, implementation services,
support/maintenance)
Total technology and labor costs: $131,600
training,
Financial Benefit
First-year savings: $11,400
($250,000 in labor costs vs. $131,600 in TeleForm technology +
labor costs)
Second-year savings: $20,900
($250,000 in labor costs vs. $41,100 in TeleForm-assisted
labor costs)
Payback in months: 5 .5
(based on labor cost savings)
Two-year ROI: 207%
(based on a two-year total investment of $106,700 yielding a savings of $327,300)
The above example highlights the hard-cost labor savings

from automating the processing of a relatively small number
of paper-based forms. A full analysis of TeleForms ROI would
also include soft cost savings stemming from reduced errors,
higher worker productivity and improved responsiveness.
Upon request, Verity can provide you with an ROI calculation
based on your existing processes.
TeleForm Benefit and ROI Summary
Most corporations need to gain control over the massive
influx of paper forms and documents that can overwhelm and
impede the productivity of the organization, increase costs
and lead to high error rates. TeleForm can play a major role
in efficiently managing the increased volume and complexity
of business processes.
By replacing manual data entry tasks with automatic processing, TeleForm has enabled organizations to achieve the
following benefits and ROI:
90% reduction in manual data entry costs

500% and greater improvement in processing time
Increased staff productivity
Lower labor costs from decreased staffing requirements
Reduced financial risk from regulatory infractions with
improved accountability
Increased data quality with automatic data cleansing and validation
Accelerated delivery of data and documents to back-end systems
Improved service levels with immediate access to data and faster
response times
Better return on investment in current systems through easy

integration with existing applications and databases
Accuracy, speed, scalability and versatility make TeleForm

an ideal document capture, data collection and information
processing solution for corporations of all sizes.
Streamlining Processes with eForm

Technology from LiquidOffice
After gaining control of their paper-based processes with
TeleForm, organizations can quickly realize even greater efficiencies by transforming relevant paper forms into electronic
formats, or eForms. This can offer significant benefits in
terms of reduced printing, distribution, postage and overall
handling costs. Verity LiquidOffice offers the perfect solution.
LiquidOffice is a powerful Web-based business process
management solution for creating, deploying and automatically managing the routing, tracking and approval processes
for electronic forms. LiquidOffice is simply the fastest way for
organizations to put all of their internal and external forms
online to automate the critical processes they drive. Plus, its
integration of Veritys market-leading enterprise search makes
LiquidOffice the first and only BPM solution that enables realtime access to, and use of, time-sensitive content throughout
the process lifecycle.
LiquidOffice offers the following features and benefits:
Advanced support for tracking, routing and electronically signing
online forms
Rapid deployment for eForms through an intuitive point-and-click
designer tool, making it easy to convert existing forms and create
new forms, add intelligence and publish
A central repository offers easy and secure access to all organizational forms
LiquidOffice forms meet government specifications relating to
Section 508, GPEA and the e-Sign Act
LiquidOffice offers tight integration with TeleForm to accommodate the automation of paper-based forms
LiquidOffice Process Management

LiquidOffice manages every aspect of a forms lifecycle within
your organization. From creation, deployment, approval and
tracking, LiquidOffice does it all. The following scenario
illustrates LiquidOffices process management capabilities:
LiquidOffice Designer
Internet
Accessed Online
Initiate Routing
Repository
LiquidOffice Designer
publishes in PDF, InfoPath or
HTML to the LiquidOffice Server.
Users access
LiquidOffice forms
through a secure
login.
Electronic forms are

accessed online.
Corresponding paper
attachments are scanned
into the users personal
inbox and electronically
attached to the form.
Completed forms with

attachments and digital
signatures are then
deployed to initiate routing,
tracking and approvals.
The image and data

are exported to a back-end
repository.
LiquidOffices Return on Investment Potential

As a full-featured BPM solution, LiquidOffice offers corporations substantial ROI opportunities by reducing costs, increasing productivity and eliminating errors. Using LiquidOffice,
organizations have achieved a 75% reduction in the costs
associated with shipping, paper, supplies and storage.
The following is an example of how LiquidOffice can dramatically improve corporate processes.
Typical ROI Scenario:
A large corporation has hundreds of forms for their business

processes, including time sheets, HR forms, POs and
time-off requests.
Before LiquidOffice: Forms exist in different formats, some on
paper and some electronic. It is difficult for employees to find
the right form, and once found they need different applications to open and fill out the forms. To process the forms,
employees print and submit them via expensive overnight
mail. The overall process is time consuming, inefficient,
expensive and error prone. Plus, there is no way to track
progress in real time.
After LiquidOffice: By incorporating LiquidOffice, all forms are
stored in a central repository, thus saving the cost of printing

and distributing. Employees fill out and submit the forms from
their desktops and track the signoff process in real time. The
organization saves millions of dollars annually on the cost of
printing, mailing and maintaining paper forms.
LiquidOffices Advantages over
Other eForm and BPM Solutions
LiquidOffice has significant competitive advantages over other
products in the market. Most notably:
1) Robust eForm Functionality Effective eForm management
requires a full range of functionalityfrom designing forms, integrating with corporate environments and providing the necessary
security and digital signature compliance. LiquidOffice leads the
industry in providing such a comprehensive solution, thanks to
the following features:
Centralized management through a rich client administration environment
Form design expression builder for building rules and validations
Process monitoring of form signoff status
Superior user interface and functionality
2) Enterprise Ready LiquidOffice is built for handling critical processes in complex IT environments. From advanced administrative
capabilities, such as LDAP support and single sign-on to enterprisestrength security, LiquidOffice can handle any form management
task in a wide range of IT environments.
3) Integrated with TeleForm LiquidOffice is integrated with
TeleForm, Veritys award-winning scanning and content capture
application, allowing customers to seamlessly manage the transition from paper-based processes to electronic ones.
Typical ROI Calculation for LiquidOffice

Return on investment calculations for LiquidOffice are based
on replacing manual and paper-based forms processing with
In terms of ROI, we expect LiquidOffice to pay

for itself in less than one year. The next stage
in this process is to migrate all of our internal
form-based processes, such as timesheets, holiday request forms and expense reports, into
LiquidOffice, further driving efficiencies and
cost reductions
Anthony Cartwright, IT project coordinator,
Johnson Controls
electronic forms and automatic routing. Here is a typical

example with representative ROI results.
For an organization that manages 100 forms for its employees
and customers:
Before LiquidOffice
Average labor and mailing costs to process a single form: $50
(Includes all aspects of paper forms processing: printing/duplication, distribution, associated labor costs, filling out, routing,
postage, automated capture and entry of form data, approval
and storage)
Number of forms processed each year: 10,000
(1,000 individuals x 10 forms each per year)
Total cost for manual forms processing: $500,000
($50/form x 10,000 forms)
After LiquidOffice
Labor and materials cost: $16 per form
(For completing, distributing, routing, and storing forms with
LiquidOffice)
Total cost for LiquidOffice forms processing: $160,000
(Based on 10,000 forms per year)
Total technology investment: $310,000
(Software, hardware, implementation services, training, support/maintenance)
Total first-year cost: $470,000
Financial Benefit
First-year savings: $30,000
($500,000 in manual labor costs vs. $470,000 for LiquidOffice
technology + labor costs)
Second-year savings: $296,440
($500,000 in manual labor costs vs. $203,560 for labor costs and
software support/maintenance)
Payback in months: 11
(based on a labor cost savings)
Two-year ROI: 92%
(based on a two-year total investment of $353,560 yielding a savings of $680,000)
The above example only highlights the hard cost savings

that can be obtained by converting paper-based forms into
electronic ones. A full analysis of LiquidOffices ROI would
also include soft cost savings stemming from reduced errors,
higher worker productivity and improved responsiveness.
Upon request, Verity can provide you with an ROI calculation
based on your specific processes.
LiquidOffice Benefit and ROI Summary

LiquidOffice offers organizations numerous ways to streamline
processes, increase productivity and improve service. The following are just some of the benefits that enable organizations
to achieve a substantial ROI.
Eliminate inefficient business processes
- Reduce lengthy cycle times
- Decrease manual and redundant processing
Increase productivity
- Automatic database validation eliminates need for manual checks
- Auto-fill functionality pre-fills forms with information from existing databases
- Automatic routing of forms means less running around
for employees
Cut costs associated with creating and managing forms
- Electronic forms eliminate paper copying, faxing, mailing, filing
and storage costs
Improve customer service
- Automated processing and real-time access to information accelerates decision processes and response times
Facilitate employee retention
- Automated collection and processing of paper and digital
forms facilitate a faster and more accurate response to
internal requests
Comply with audit, security and regulatory requirements
- Maintain compliance and privacy
- Provide information access
- Support audit trails
Leverage existing technology investments
- Veritys commitment to open standards ensures effortless integration with existing database, content management and backoffice systems
With Verity LiquidOffice, Napa County has

significantly reduced the amount of time it
takes to process various forms, in some cases
by a period of weeks. We have also integrated it with our document management system,
enabling us to eliminate the piles of paper
that used to clutter the desks of so many of our
employees.
Rod Getsy, information technology
services manager, Napa County
CONCLUSION
Across the world, organizations of every size and in every
industry are experiencing severe cuts to their operational
budgets. As the private sector goes through this difficult time
of fiscal belt-tightening, many corporations are trying to find
innovative ways to cut costs to minimize the impact to operations and staffall while meeting the many initiatives being
mandated today. By enabling organizations to do more with
less, BPM technology from Verity helps corporations meet
these challenges.
Veritys BPM solutions offer organizations unique features that
allow them to reduce costs by converting existing paper forms
and documents into digital assets. By automating the collection and processing of all business processes, corporations can
be more efficient and productive with scarce resources, while
improving response times and data accuracy.
As the only BPM provider that supports both paper and digital
processes, Verity provides organizations with a powerful
solution for delivering outstanding customer service and
developing efficient processes regardless of their customers
ability to access electronic forms. Additionally, Verity is also
the only BPM provider to integrate enterprise search into its
applications, which enables real-time access to, and use of,
time-sensitive content throughout the process lifecycle.
With increased scrutiny on financial performance, Veritys
BPM solutions offer an excellent return on investment by
providing effective, efficient and flexible solutions that can
leverage existing and future technology investments. As organizations grow and change, Verity BPM solutions can adapt
and scale to meet new requirements. By leveraging advanced
content capture and Web technology, Verity can dramatically
improve efficiency while lowering costs.
In addition to its ability to reduce costs, increase efficiency
and improve service levels, Veritys solutions also provide the
essential tools to meet government mandates such as SarbanesOxley, HIPAA and other legislative mandates. BPM lets
organizations track approvals, reviewers, edits and business
activity at every step of a process, thereby providing the audit
trail required to meet these regulations.
In short, Verity enables organizations of all sizes to reduce
costs, improve service and maintain compliance by effectively
streamlining both paper and digital processes.
About Verity
Headquartered in Sunnyvale, California, Verity provides
enterprise search software that enables organizations to
discover, analyze and process all the information within their
enterprises. The companys solutions deliver integrated search,
classification, recommendation, monitoring and analytics
across the real-time flow of enterprise information, along with
self-service Q & A interfaces. In addition, Veritys business
process management and content capture solutions activate

information and accelerate its flow from person to person
and between systems. Verity technology also serves as a
core component of more than 260 applications from leading
independent software vendors.
Around the world, more than 15,000 organizations of all
sizes and types rely on mission-critical applications powered
by Verity software. In the private sector, these include ABB,
AT&T, AXA, Bristol-Myers Squibb, Capgemini, Capital
One, Deloitte Consulting, EDGAR Online, Ford, GMAC,
Hewlett-Packard, Kaiser Permanente, Mayo Foundation,
PricewaterhouseCoopers, UBS and Verizon. In the public
sector, customers come from all levels and branches of government, including the U.S. General Services Administration, the
U.S. Department of Defense including the armed forces units,
and the U.S. Departments of Energy and Justice. Independent
software vendors that integrate Verity technology include
EMC Documentum, FileNet, Lotus, Oracle, Stellent, TIBCO
and Xerox DocuShare.
Appendix: Case Studies for

Cited Customer Testimonials
Customer testimonials cited in this paper are derived from
select Verity case studies across a variety of industries. These
case studies, along with corresponding examples of actual
forms, are provided herein to provide more information on
their implementations and ROI scenarios. The following is
a list of the case studies according to the specific processes
they address.
Customer-Facing Processes
Customer Submittal Forms
WW Group, franchisee of Weight Watchers International
Customer Service Agreements
Network Multifamily
Automated Order Forms Processing
Sonic Innovations
HR and Other Internal Administrative Processes

Automating HR Processes
Trinity Valley Authority of Texas
Streamlining Data Processing of Forms
State of Hawaii
Financial Operations
Automated Purchase Requisitions
Johnson Controls
Sales Order Processing
Bruno Independent Living Aids
Mortgage Applications
HomeBanc Mortgage Corporation
10
Verity in Action
www.888-3-florine.com
WW Group, Inc.
The WW Group deployed Verity TeleForm to automate the
data entry for 100,000 members attending 4,000 weekly
Weight Watchers meetings.
The WW Group, Inc., Weight Watchers largest franchise

group, didnt believe it had a forms processing problem.
Using manual data entry, the company had historically met
its production goalsat what it believed was a reasonable
cost. However, when presented with the opportunity to take
40% or more off the middle in terms of the manual cost of
processing forms, the WW Group decided to make a change.
After the company began using Verity TeleForm (formerly
Cardiff TeleForm) for automated forms processing, it soon
found that the benefits went far beyond simple cost reduction.
Thanks to TeleForm, the WW Group has been able to capture
a completely new level of electronic information, dramatically
improving communication with members and enabling new
retention and promotional opportunities.
The Challenge
The WW Group, Inc. is the largest franchise group of Weight
Watchers International, the worldwide organization that has
helped over 25 million women and men learn good health
habits, shed pounds, and become more fit and healthy. Led
by its renowned president and CEO Florine Mark, the WW
Group operates Weight Watchers meetings in 12 states, Mexico, and parts of Canada.
Each week, the WW group hosts approximately 4,000 meetings with over 100,000 members in attendance. At each
meeting, a tally form is filled in with summary information
about the meeting, such as staff names, number of members
attending, types of products and services purchased, and
dollar amount sold. This form is then mailed back to the WW
Groups headquarters in Farmington Hills, Mich.
WW Group, Inc.
Farmington, Michigan
Industry: Service
Application: Automated Data Collection
Challenge: Managing 4,000 weekly meetings with over 100,000 members in
attendance
Solution: Verity TeleForm
Results:
Automation of manual data entry for 100,000 members attending 4,000
weekly meetings
40% reduction of manual form processing cost
Increase of individualized communication to each member
Prior to implementing an automatic information capture solution, the information on the 4,000 weekly forms was manually keyed into WW Groups proprietary database using 5.5
full-time employees, totaling about 220 people-hours a week.
This was really the same process wed used for 30 years, said
Amy Brozgold, vice president and CFO of the WW Group.
And while we have effectively leveraged new technologies in
several ways, including Weight Watchers Internationals, www.
weightwatchers.com, the WW Groups, www.888-3-florine.
com, and Florine Marks, www.florineonline.com, we did not
enjoy the full potential of information capture until presented
with a better way using TeleForm.
The Solution
Verity predicted that by scanning and converting the handwritten, numeric-intensive forms into datacorrecting only
data that TeleForm could not detectthe company would
improve overall processing efficiency by at least 40 percent.
Beyond expertise in automated processing, (Verity) Consulting Services also offered a turnkey solution, said Brozgold,
This was an excellent option for us because we dont have
in-house technical resources to draw upon.
The design and installation of the Verity solution was quick

and painless. It took only about four months, from initial
contact with Verity to production. The Verity Professional
Services Services team also worked closely with the WW
Groups software consultant to create an interface between
11
A key aspect of the implementation was its complete transparency to the companys staff in the field. The form (Verity)
designed in TeleForm was nearly identical to our original form,
said Brozgold. This was critical for us because trying to train
3,000 staff on a new process would have been very difficult.
Veritys initial prediction of at least a 40 percent time and
cost savings turned out to be accurate. The WW Group now
processes the same number of formsmore accuratelywith
just over two full-time employees instead of five and a half.
The system exceeded our expectations, and we are thrilled
with the results, said Brozgold. But the benefits go far
beyond an ability to shift employees to more productive tasks.
Since implementing TeleForm, weve rolled out a series of new
initiatives that have dramatically improved the way we do
business, ideas we hadnt even imagined before TeleForm.
Previously, all of the collected information was trapped in
the proprietary database and could not be easily extracted for
other uses. With TeleForm, collected information is processed
simultaneously into the proprietary application and to a new
Oracle database. Ready access to the data has allowed the
WW Group to use the information in new ways, including
making all the information collected on its 100,000 members
each week immediately available to staff and members via a
secure website.
Benefits of Verity
TeleForm has also added tremendous value to our telemarketing activities, said Brozgold. We receive thousands of
telephone calls from our members each day. With the newly
gleaned information we have obtained as a result of TeleForm,
we can bring up each members master information and attendance history as soon as the call comes into the call center,
and have it available at our fingertips as we talk to our members. This is extremely valuable, as it allows us to use the call
to update master information, such as address and email, and
we can actually discuss each members weight loss progress
with the most recent data.
Once the team at the WW Group had access to the TeleForm

form designer, they saw the tremendous potential in collecting
a completely new level of information on members. The more
we use TeleForm, the more possibilities we see, said Brozgold.
The first form we designed on our own was a new member profile with name, address, email address, and the like. But we
also have several lifestyle questions, such as how much they
exercise, if they cook for themselves or for a family, how often
they eat out, their weight loss goals, and more. It allows us
to learn so much more about our members and then address
their individual needs. For example, we can email recipes or
exercise tips based on an individuals particular interest. Its
a new and remarkable means of direct communication with
our members.
Another new form is used to record the weight of each member
at each weekly meeting. By using a unique member ID, the
WW Group is able to automatically track a members weight
history. The system even identifies when a member misses
a meeting, enabling a WW Group staff member to give the
member a call or send an email. Members also have access to
their personal histories via the Web.
Theres a tremendous promotional aspect to all this, said
Brozgold. The timeliness of the data gives us the ability to
generate excitement at the personal level that simply wasnt
available before. Trying to collect the new volume of information without TeleForm would have been impossible, so its
really enabled us to create a completely new relationship
with our members. No other Weight Watchers franchise has
ever been able to collect and use this level of information
electronically.
While Brozgold continues to explore new applications for
TeleForm, one key future step is implementing Veritys
TeleForm eForm Option. This will allow the staff to fill in
forms electronically, send and submit them via email, processing can be further streamlined and new automated applications can be developed. The potential is truly unlimited,
Brozgold said.
2005 Verity, Inc. All rights reserved. Verity, the Verity logo, Ultraseek, TOPIC, KeyView, TeleForm, and Knowledge Organizer are registered trademarks. Verity Portal One, Verity LiquidOffice,
Verity LiquidCapture, Verity ProfilerTM are trademarks of Verity, Inc., in the United States and numerous other countries. All other trademarks or symbols are those of their respective owners.
Sales and Product Information

info@verity.com
Intellectual Capital Management
Partnerships
partners@verity.com
Technical Support for Existing Customers
tech-support@verity.com
Verity, Inc.
894 Ross Drive, Sunnyvale, CA 94089
t. 408.541.1500
f. 408.541.1600
www.verity.com
MK0589 Printed in Canada
TeleForm and the WW Groups proprietary system. After just

one week of parallel testing with the existing manual process,
the TeleForm solution was implemented company-wide.
TALLY SHEET
Area
Date
M
PAYROLL
(Please Circle)
Reg / Sub
Location #
Employee #
Weather
(Circle One)
Location Name
48733
Fr.#
Attendance affected by:
Day (Mark One)

S M T W TH F
1 2
Set-up
Name
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Master Receptionist
Trainee
Other
(fill in
code)
Members
New & Rejoin * Regular [NR]
Rate
@
New & Rejoin * Promo. [NP]
Current Rate Member [CM]
Paid LTM'S [LT]
FP/Senior/ Students [SS]
Scholarships [SC]
Other
Other
Other
10
TOTAL CASH MEMBERS
11
Missed 1 week - rate 1 [M1]
12
Missed 1 week - rate 2 [MT]
13
Missed 2 weeks - rate 1 [MT]
14
(fill in code)
(fill in code)
(fill in code)
(1 Thru 9)
15
Other
16
Other
(fill in code)
17
18
Total
(10 Thru 16)
.
.
.
.
.
.
Pre-Reg. Members
Active Life Members
TOTAL PAID MEMBERS
Free LTM's
Reach Goal
Reach LTM
Members Remaining
REVENUE RECAP
Total Fees
Prepay Sales
(see back)
Product Sales
(see back)
Sub-Total
Less: Discount
Coupons
+ Over
- Short
A
B
C
C
D
E
Less: Leader Check /
Money Order Fee
Value
TOTAL
TOTAL
OUT
:
:
:
:
:
:
:
:
:
:
Back to Back 3
Back to Back 2
A$
DISCOUNT MTG. COUPONS

# Redeemed
(Fill in Bubble )
TOTAL CASH FEES
Code
Prepaid Members
D$
MEETING
REVENUE
.
.
.
.
.
.
DEPOSIT RECAP
.
.
Leader Check/
Money Order
(after fees)
Member Checks
Total Checks
Credit Cards
TOTAL BANK
DEPOSIT
Total
prepay coupons
redeemed
Total Cash Members
Weight Loss (lbs)
Missed 2 weeks - rate 2 [MT]
(fill in code)
.
.
.
.
.
.
.
.
.
Time
STATISTICS
TOTAL
N/A
6 am
9 am
11 am
1 pm
6 pm
4 pm
to
to
to
to
to
to
8:59 am 10:59 am 12:59 pm 3:59 pm 5:59 pm 7:59 pm
:
:
:
:
:
:
:
:
:
:
* Receptionist
Other
Time (Mark One)

1
2
3
IN
(1 Only)
Leader
FEES
Holiday
.
.
.
.
.
.
.
.
.
.
.
M
U
S
T
E
Q
U
A
L
G $
Leaders Verification
of Deposit
13
48733
PREPAYMENT SALES
NO. Weeks
Qty. Sold
Price
Total Amt.
.00
.00
.00
.00
.00
.00
.00
.00
.00
.00
.00
@
@
@
@
@
@
@
@
@
@
@
PREPAYMENT SALES (Cont.)

NO. Weeks
Qty. Sold
$
$
$
TOTAL PREPAYS
PREPAID REDEMPTIONS
TYPE
Total Amt.
.00 $
.00 $
B$
TOTAL
Rate
Stamps
Prepay coupons
Active Life
Pre-Reg.
New Prepaid
Other
Other
.00
.00
.00
.00
.00
.00
.00
Continued next column
TOTAL
STAMPS
TOTAL DOLLARS REDEEMED
PRODUCT SALES
Product Code
Price
Description (Print Names)
No. Sold
Amount
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
@
TOTAL
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
TOTAL PRODUCTS
C$
EXPLANATION OF OVER/SHORT & COMMENTS
E (see front)
* SALARY INCOME EQUALS

(OPTIONAL)
14
+/-
G
=
Verity in Action
www.nmfc.com
Network Multifamily
Alarm monitoring system data runs more efficiently for
Network Multifamily with Verity TeleForm.
Network Multifamily is the oldest and largest supplier in the

U.S. of alarm amenities that are designed with the needs of
multifamily housing in mind. Founded in 1982, Network has
provided alarm amenity programs to more than three million
apartment home residents, and has helped thousands of multifamily property owners.
Its industry-unique alarm products and monitoring services
provide a competitive edge to multifamily property owners
and helps bring peace of mind to thousands of residents of
multifamily properties.
The Challenge
Once an alarm has been triggered, Network must have up-todate information instantly. To aid data integrity and customer
service, Network sought an automated solution to process
the 150,000 Resident Alarm Service Agreements (RASAs)
received each year. Diem Technologies, a local provider of
automated data management systems, recommended the
Verity TeleForm (formerly Cardiff TeleForm) information
capture system, for Networks automated solution.
To offer unparalleled value and service to owners and developers of multifamily properties, Network sought a way to further
automate the processing of application forms from residents
of its customers communities. The RASAs indicate whether
a resident accepts or declines Networks services, and are
completed as part of the rental process. RASAs also detail
vital information such as the name of the resident(s), address,
date of occupancy, and personal identification code (PIC) that
is shared with Networks alarm monitoring system,
Network Multifamily
Irving, Texas
http://www.nmfc.com/
Industry: Security/Utility
Application: Service Agreements
Challenge: Process 150,000 service agreements per year, quick data retrieval and
customer satisfaction were also necessary components
Solution: Verity TeleForm, RightFax software and servers, IMR image archive/
retrieval
Partner: Fox Systems
Results:
ROI in 18 months
Reduced data entry staff by one-third
Automatic form identification
More efficient customer service
Improved response time
In the past, property managers from Networks customer sites

located throughout the U.S. faxed RASAs to a bank of nine
fax machines located in Networks Addison, Texas, headquarters. Nine Network employees then batched the incoming
RASAs into groups of 50, reviewed them for completeness,
and manually entered the data into the companys Informix
data warehouse. A confirmation was faxed back to the relevant
property manager, the paper RASAs were filed in a central
storeroom and eventually moved to a storage area within one
of Networks warehouses.
With business steadily increasing, Network searched for
more efficient ways to process the 150,000 RASAs received
per year.
If a resident triggers an alarm, information must be accessed
on that person, said Ibrahim Kassem, Network Multifamilys
director of information technology. For this reason it was
important that our ultimate solution must be able to interface
with other applications, such as our alarm monitoring system.
We also needed to be able to build checks-and-balances into it
so that PICs and phone numbers could be double-verified.
Network defined several goals for the automated solution:
Must be cost-effective
Must integrate with distributed applications on legacy platforms
Must have a positive impact on data retrieval and customer service.
The Solution
Network chose a solution involving TeleForm, a data imaging
and capture product from Verity, and RightFax software and
servers.
15
The Benefits of Verity

Results from the RightFax/TeleForm implementation could be
detailed almost immediately. Network saw a return on investment in 18 months. RASA processing turnaround time has
reduced, which benefits both Network and its customers.
Kassem continued: With TeleForm, we have many different

kinds of field types that we can process. Some applications
can only handle bubble fields, whereas TeleForm can handle
signatures, hand print fields, bubble fields, as well as many
other field types.
In addition, Network staff can now provide faster answers to

questions that need to be researched through the image-based
storage system. Property management offices often call us to
do research, Kassem explained. Instead of digging through
our paper files, we can go to the image-based storage system
for information.
After several months of testing and phasing in the processes,

Network implemented TeleForm with the help of Diem Technologies. Diem monitored that RightFax and TeleForm were
integrating well together, and resolved any possible implementation issues if they occurred.
The current system includes two RightFax servers (a primary server and a backup server), one TeleForm Reader, four
TeleForm Verifiers, and an image archiving and retrieval
system for storage of the image RASAs.
As implemented, property managers from Networks client
properties fax RASAs to Network after the resident completes
them. The RightFax server automatically passes the images
to TeleForm for processing. If TeleForm encounters missing
or unreadable information, the system stops and Network personnel enter the data manually. After the images are captured
and the data verified, various fields on the RASA are exported
to the companys Informix database for populating other applications, such as Networks alarm monitoring system.
Theres a lot of intelligence behind the scenes, Kassem
acknowledged. We have a lot of our own processes running
in the background, all of which help us capture information.
For example, we developed a process that checks that an
address is complete, and we scripted a process that builds a
confirmation letter from the data on the RASA and then faxes
back a confirmation to the property manager.
About Verity
Verity provides enterprise search software that enables organizations to discover, analyze and process all the information
within their enterprises. The companys solutions deliver
integrated search, classification, recommendation, monitoring
and analytics across the real-time flow of enterprise information. In addition, Veritys business process management and
content capture solutions activate information and accelerate
its flow from person to person and between systems. Verity
technology also serves as a core component of more than 260
applications from leading independent software vendors.
More than 15, 000 organizations rely on Verity solutions. In

the private sector, these include AT&T, AXA, Bristol-Myers
Squibb, Capgemini, Capital One, Deloitte Consulting, EDGAR
Online, Ford, GMAC, Hewlett-Packard, Kaiser Permanente,
PricewaterhouseCoopers, UBS and Verizon. In the public
sector, customers come from all levels and branches of government, including the U.S. General Services Administration,
the U.S. Department of Defense including the armed forces
units, and the U.S. Departments of Energy and Justice.

info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
We chose TeleForm because of its ability to automatically

identify one form from another without operator intervention,
said Kassem. When someone faxed us something, TeleForm
would be able to distinguish a RASA from another type of
form. That alone would save us considerable time.
RESIDENT ALARM SERVICES AGREEMENT

62151
SECTION I.
INFORMATION
Send this page to: 14275 Midway Rd., Suite 450

Addison, TX 75001-3681
FAX 800-356-5285
Dallas Local FAX 972-934-2664
1. Property Name
2. Property ID
3. Resident #1 Last Name
5. Resident Street Number
7. Apartment No.
4. Resident #1 First Name
6. Resident Street Name
8. Building No.
9. Zip Code
10. Resident Telephone Number
11. Permit No. (See Property Mgt. Staff for Details)
12. Permit Expiration Date
SECTION II. ACKNOWLEDGEMENT A PERSONAL ID CODE WILL BE USED BY ALL RESIDENTS FOR IDENTIFICATION
TO NETWORK OPERATORS. PLEASE CHOOSE A 4-DIGIT CODE, NUMBERS ONLY.
ANY CHANGE TO THE ABOVE INFORMATION IS THE SOLE RESPONSIBILITY OF THE RESIDENT AND MUST BE PRESENTED IN WRITING.
RESIDENT AGREES AND ACKNOWLEDGES THAT THE NETWORK MULTIFAMILY ALARM SYSTEM HAS BEEN DEMONSTRATED TO THE RESIDENT,
HAS BEEN TESTED BY THE RESIDENT, IS FULLY OPERATIONAL, AND RESIDENT UNDERSTANDS HOW TO USE THE SYSTEM. (RESIDENT AGREES
TO TEST THE SYSTEM FOR PROPER PERFORMANCE IMMEDIATELY UPON MOVE-IN AND THEREAFTER AT LEAST ON A MONTHLY BASIS.)
RESIDENT FURTHER UNDERSTANDS IT IS THE RESIDENT'S RESPONSIBILITY TO NOTIFY THE PROPERTY MANAGEMENT OR NETWORK
MULTIFAMILY, AS DESIGNATED BY THE CUSTOMER OR ITS AGENT, AND REQUEST REPAIR SERVICE IF THE ALARM SYSTEM BECOMES
NON-OPERATIONAL FOR ANY REASON. (RESIDENT HAS BEEN NOTIFIED WHOM TO CONTACT TO REQUEST REPAIRS. RESIDENT FURTHER
UNDERSTANDS THAT UPON REQUESTING REPAIR SERVICE NETWORK MULTIFAMILY WILL NOT PROCESS ALARM SIGNALS RECEIVED (IF
ANY) UNTIL REPAIRS HAVE BEEN COMPLETED.)
THIS RESIDENT AGREEMENT WILL AUTOMATICALLY CANCEL ALL DUTIES TO ALL PREVIOUS RESIDENTS REGISTERED TO THIS UNIT.
NOTE: ALLOW 7 TO 10 WORKING DAYS FOR MAILING AND HANDLING BEFORE MONITORING BEGINS.
SECTION III. ACCEPTANCE
RESIDENT(S) ACKNOWLEDGES THAT RESIDENT(S) HAS/HAVE READ AND UNDERSTANDS ALL __ PAGES OF THIS AGREEMENT,
PARTICULARLY PARAGRAPH 4.0, LIMITATION OF LIABILITY. I/WE ACKNOWLEDGE, UNDERSTAND AND AGREE TO ALL TERMS AND
CONDITIONS FOUND ON ALL __ PAGES OF THIS AGREEMENT, INCLUDING THE AMOUNTS OF PARAGRAPH 4.0.
ALL RESIDENTS 18 YEARS OLD AND OVER MUST BE LISTED ABOVE AND MUST SIGN BELOW.
Resident #1 Signature:
Date
Date
Date
SECTION IV. REFUSAL

I REFUSE ALL ALARM SERVICE. ALL RESIDENTS 18 YEARS OLD AND OVER MUST BE LISTED ABOVE AND MUST SIGN BELOW.
Date
Date
Date
/
62151
Page 2 of ___
NETWORK MULTIFAMILY COPY
62151The Business Process Management Guide
17
18
Verity in Action
www.sonici.com
Sonic Innovations, Inc.

Sonic Innovations, Inc. realizes significant time and cost-savings with Verity TeleForm (formerly Cardiff TeleForm).
An estimated 28 million people have some form of hearing

impairment, and more than a million school-aged children have
a hearing loss that can significantly impact speech/language
development and education. Sonic Innovations, Inc. is making
a difference in peoples lives by rehabilitating their hearing and
re-connecting them with the world around them.
Sonic Innovations, Inc. has established themselves as the fastest
growing hearing aid company in the world. They specialize in
designing, developing, manufacturing and marketing advanced
digital hearing aids and hearing aid components for a worldwide
customer base of physicians.
The Challenge
Sonic Innovations offers a variety of digital hearing aid products
that are designed to meet each individuals needs by manufacturing each aid specifically for each patient. Along with the patients
details, each physician also has their own set of preferences that
need to be taken into consideration. It is critical to accurately
track these complex details throughout the manufacturing process to ensure the integrity of the product.
After intense scrutiny of its operating procedures, Sonic
realized that it had numerous manual data processes in place
that were time-consuming, inefficient and required change.
Initially, the company manually entered orders they received
at their primary manufacturing facility in Minneapolis, Minn,
containing detailed ear impressions and specific instructions
from the physician. Sonic Innovations had numerous data
entry rules that a clerk was required to know and enforce as
well as consulting a separate database of preferences for each
submitting physician.
Sonic Innovations, Inc.
www.sonici.com
Industry: Healthcare
Application: Processing order forms
Challenge: Reduce data entry labor and improve accuracy
Solution: Verity TeleForm Enterprise, Automerge Publisher, eForm Option,
Remote Capture
Partner: Integra Information Technologies
Results:
Tripled order entry capability with existing headcount
More efficient flow of information
Automation of order entry procedures
Data accuracy
At the completion of the data entry process the order form was
scanned and archived for easy viewing and reference. The
original order form and any coupons were then attached to a
Work Traveler form then released to the manufacturing floor
to process. Throughout the manufacturing process, the traveler
followed the product and at each step of the process, notes were
made on the order form. After the hearing aid was produced, the
modified order form was scanned in, replacing the original.
In the spring of 2001, Brad Peterson, Sonic Innovations IS
Manager called Dane Meuler, VP of Business Development of
Integra Information Technologies (www.integrainfotech.com) to
find out if there were faster scanners available to reduce the
manpower required to scan the records. It became apparent
that this was not just a matter of faster scanners but improving
the data entry process.
The Solution
Verity TeleForm was selected because of the ability to reduce
data entry time and increase accuracy by reading barcodes,
machine print (OCR), and hand print (ICR). TeleForm improves
accuracy by using these reading techniques combined with a
sophisticated verification process and a viewer that enables the
operator to easily compare the original data with the interpreted
data. A major benefit is the ability to embed business logic and
rules into the verification process, reducing both the required
skill level for doing the work and the rate of errors.
19
After implementing TeleForm, Sonic Innovations has reduced

the time and cost of processing their incoming orders. The
orders are now scanned into TeleForm at the manufacturing
facility in Minneapolis. The physician and patient data is
then generated from the built-in business rules, validated and
verified. Using remote capture capabilities, the database lookups and access occur in real time and the information is then
exported to the ERP system, MFG/PRO, at the headquarters in
Salt Lake City, Utah.
Once the data is submitted to the ERP system, a work order
traveler is printed in Minneapolis. This document contains the
physicians selections, customer preferences, the custom configuration, serial number, customer information, and warranty
information. The original order form is then attached to the work
order traveler and transferred to the manufacturing technicians.
Sonic Innovations then archives the original order form in PDF
format for easy reference.
With TeleForm, they created those rules as part of the form
so that it would look at the preferences database as well as a
coupon database. It also eased data entry for the ERP data entry
that they were doing separately. This particular ERP had 50
different screens that might require data entry, Dane Meuler
states. Using (Veritys) solution they can simply export the data
for the ERP system to import.
We have improved quality and accuracy using TeleForms
built-in business rules to eliminate the risk of human error,
said Peterson.
TeleForm was also used to create a new and better form with
all of Sonic Innovations business rules imbedded into the
form. This same form can now be published to the Web using
TeleForm and the submission of an order can happen from the
physicians office, using all the rules already written for the form
and eliminating the paperwork all together.

The implementation of TeleForm has met all of the established
business goals. The archiving process now takes one person
15 minutes, down from two full-time processors. The total
order entry process now takes less than 50% of the time that it
required, prior to TeleForm. Sonic Innovations testing showed
that an order that previously required six minutes to data enter,
can now be completed in two minutes, tripling their order entry
without increasing headcount.
The solution paid for itself in the first few months, said Brad
Peterson. Handling orders quickly and efficiently is essential
to our continued success, and by selecting the Verity TeleForm
solution we can easily raise our level of service and simultaneously reduce our costs. If someone has a data entry environment
where you want to reduce errors, improve throughput, and a
quick payback, this is the product to put into your business.
About Verity
Verity provides enterprise search software that enables organizations to discover, analyze and process all the information
within their enterprises. The companys solutions deliver
integrated search, classification, recommendation, monitoring
and analytics across the real-time flow of enterprise information.
In addition, Veritys business process management and content
capture solutions activate information and accelerate its flow
from person to person and between systems. Verity technology
also serves as a core component of more than 260 applications
from leading independent software vendors.
More than 15, 000 organizations rely on Verity solutions. In
the private sector, these include AT&T, AXA, Bristol-Myers
Squibb, Capgemini, Capital One, Deloitte Consulting, EDGAR
Online, Ford, GMAC, Hewlett-Packard, Kaiser Permanente,
PricewaterhouseCoopers, UBS and Verizon. In the public sector,
customers come from all levels and branches of government,
including the U.S. General Services Administration, the U.S.
Department of Defense including the armed forces units, and
the U.S. Departments of Energy and Justice.

info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
We sought a solution that would automate the process of collecting, verifying and exporting information from our order forms,
with an open architecture that would easily integrate with our
existing ERP system. said Brad Peterson.
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21
22
Verity in Action
www.trinityra.org
Trinity River Authority

of Texas
The Trinity River Authority of Texas uses Verity LiquidOffice
to save time and money by reducing paper processes within
its HR department.
The Trinity River Authority of Texas (TRA) is an independent

political subdivision of the State of Texas that provides water,
wastewater, reservoir and recreation facilities within the Trinity River watershed. This 18,000 square mile watershed lies
in the eastern third of the state, includes the rapidly growing
Dallas/Fort Worth metropolitan area, and is home to over
30 percent of the states population. The three primary functions assigned to TRA by the state legislature are to maintain
a water resources master plan for the entire watershed; serve
as local sponsor for federal water projects; and provide services authorized by the state legislature within its territory.
TRA has developed assets valued in excess of $1 billion and
exists without the benefit of a direct tax base or appropriations
from the state or federal government. Tight fiscal management
and control are necessary goals of the organization. With this
in mind, TRA management launched cost-saving initiatives to
reduce paper processes and procedures.
The Challenge
In response to this paperwork reduction mandate, General

Services at TRA sought to streamline business processes. As
the department responsible for payroll, human resources and
personnel functions, many of its processes were inefficient due
to a redundant flow of paper forms throughout the organization.
These inefficiencies impacted employee morale and productivity and resulted in an inability to be fully competitive with private industry in recruiting and hiring high-caliber employees.
Trinity River Authority of Texas
www.trinityra.org
Industry: State/local government

Application: Centralized repository of personnel, HR and payroll eForms
Challenge: Reduce redundant processes & streamline approvals
Solution: Verity LiquidOffice, Interlink Electronics ePad used with CICs Sign-It
Software for signature certificate authentication
Results:
More efficient flow of information
Reduced costs for printing, paper, transportation and mailing
Shorter approval times, from weeks to days, for many processes
Integration of personnel actions/requests with payroll system
For example, supervisors had a choice between using a printed work performance evaluation form during the employee
review process, which had to be completed on a typewriter, or
using an Excel or Word form from a computer. The evaluation
had to be accompanied by a separate personnel status change
form, recommending the salary increase for the employee
being reviewed. Each of these forms required up to four or
five signatures and contained much of the same information,
resulting in wasted time and paper.
The process of getting signatures from managers was cumbersome, said Taylor Huynh, Manager of Personnel Services
at TRA. Because our facilities are spread throughout our
watershed, it often took several weeks to distribute the evaluations and complete the approval cycle. In addition, many
supervisors were still using typewriters, so paper forms had
to be transported between our different sites. We needed to
make operations more efficient and to reduce our transportation and mailing costs.
The Solution
After completing a productivity survey, General Services set

out to find a solution to present to the TRA Board of Directors.
They created workflow charts demonstrating the redundancies
in the processes and contacted several other river authorities
for ideas. The search led to Verity LiquidOffice (formerly
Cardiff LiquidOffice) and a solution from Interlink Electronics, a global leader in the design and manufacture of intuitive
interface technologies and products.
We were concerned with cost and ease of use, said Huynh.
We dont have in-house programmers, so we needed userfriendly software that would require minimal training. The fact
that we could set up a central forms repository by ourselves
23
LiquidOffices turnkey enterprise eForm repository supports

all types of external forms and document file formats. Organizations are able to utilize the form repository from day one by
putting all blank corporate forms into a central location and
phasing in forms with built-in intelligence.
Though it took us three months to compile our proposal and
gain approvals, it only took a matter of weeks to set up the
eForm repository that replaced our outmoded paper processes, Huynh commented.
Many of TRA General Services online forms have built-in
intelligence that initiates processes as various actions are
completed. For example, the employee evaluation and the personnel status change forms have been combined onto a single
form that contains fields that are automatically filled in from
data residing in the main HR database. Once completed, the
form gets automatically routed to the first supervisor in line
for signature and authentication, which is accomplished via
Interlink Electronics ePad tool and CICs Sign-It Signature
software. The approval process is completely automated with
email alerts to the person whose signature is required.
Huynh points to a wide array of productivity and efficiency

gains, as well as direct cost savings associated with the new
processes.
If a supervisor doesnt sign off on a form in a certain amount
of time, the form can be withdrawn and sent to the next supervisor, Huynh explained. Weve removed the roadblocks in
the process in addition to greatly reducing paper, printing,
transportation and mailing costs.
Huynh continued: We have reduced offset printing costs by
eliminating carbon-copy and other paper forms, and we have
reduced approval times from weeks or even months to days.
In the future, TRA has plans to use LiquidOffice across other
departments in order to eliminate workflow bottlenecks and
redundant processes. The open architecture of LiquidOffice is
going to allow us to connect directly into our new Lawson financial system, said Huynh. Because LiquidOffice is designed for
business process automation using an open systems approach,
the ability to connect to future systems is ensured.
About Verity
Headquartered in Sunnyvale, California, Verity is recognized
by industry analysts such as Gartner, IDC and Forrester as
the market-leader in enterprise search software that enables
organizations to discover, analyze and process all the information within their enterprises.
Veritys intelligent content services provide integrated search,

classification, recommendation, monitoring, concept extraction and analytics across the real-time flow of enterprise
information, along with question and answer interfaces for
effective online self-service. When deployed in business critical applications, these capabilities let employees, customers
and partners locate information, uncover and evaluate trends,
and respond to questions quickly and accurately.
Verity content capture and business process management
solutions deliver integrated paper and electronic forms capture and process automation. These solutions make the
content on paper and electronic forms actionable, accelerate
business processes from content capture to completion, connect people, processes and information across departments,
enterprises and geographies, and enforce best practices and
policies across processes.
Besides solving real business problems in the enterprise, Verity technology also serves as a core component of more than
260 applications from leading independent software vendors.
Integrating Verity increases the value of the applications by
both allowing them to display, extract information from and
convert close to 300 file formats, and giving end-users the
ability to search, classify and monitor content in the file formats they use every day.

info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
with the (Verity) LiquidOffice solution was a huge factor in our

decision. Its compatibility with other systems and with interface
devices for obtaining electronic signatures was also important.
7FSJUZJO"DUJPO
www.hawaii.gov/portal
State of Hawaii
Verity TeleForm was selected to process 25,000 customs and
travel forms a day for the State of Hawaii.
As Americas only island state and one of the most popular

vacation destinations, Hawaii welcomes visitors from around
the world. With approximately 61,971,065 visitor days for
2003, there is a significant amount of visitors traveling in
and out of Hawaii. Each traveler who enters Hawaii from the
mainland via airplane or cruise ship must complete a mandatory Department of Agriculture Declaration Form to declare
the items that they are carrying and a Department of Business, Economic Development and Tourism (DBEDT) In-flight
survey. The state receives approximately 1,825,000 forms
annually. It is an extremely labor intensive, expensive and
time-consuming to manually process the increasing number
of forms each year. Therefore, the State of Hawaii selected
SMS, a top research and consulting company, to automate the
processing of the millions of forms received annually.
The Challenge
In business since 1960, SMS is the oldest and largest research
and consulting company in Hawaii. The State of Hawaiis
Hawaii Visitors and Convention Bureau commissioned SMS
to process the in-flight surveys and DBEDT forms in order to
provide real-time tourist data. SMS was selected as the organization to automate the form processes because of its ability to
efficiently handle high-volume projects with higher accuracy.
The State of Hawaii requires that the forms that are distributed to visitors must be in paper format for logistical purposes.
Therefore, it was critical that SMS selected a solution that could
efficiently process paper and electronic forms and documents.
The Solution
SMS selected Verity TeleForm (formerly Cardiff TeleForm)
from Digital Docs for the automation project. (Verity)
Hawaii Visitors and Convention Bureau, State of Hawaii
Industry: eGovernment
Application: Automation of government forms
Challenge: Required a solution to process both paper and electronic forms
Solution: Verity TeleForm, IMR Alchemy
Partner: Digital Docs
Results:
Process 25,000 forms daily with one resource
1,825,000 forms processed annually
Reduced the manual data entry time and the cost of processing surveys and
market studies
Accelerated delivery of data and documents to backend systems
TeleForm has a proven reputation for ease-of-deployment, quick

return-on-investment and a low total cost-of-ownership, said
Bruce Genger, President, Digital Documents. SMS selected
TeleForm for the State of Hawaii project because it offers a
proven solution that dramatically reduces operating costs
associated with manual data entry. It increases operating
efficiency and provides an accurate, timely process for getting
existing forms and documents into back-office, ERP, DM or
ECM systems.
In addition to the in-flight surveys and DBEDT forms, SMS
processes market studies for the State of Hawaiis Department
of Business and Economic Development, Real Estate Appraisal Forms, Hotel Surveys, etc. SMS processes approximately as
many as 15,000 forms per day that are received from various
agencies, with the ability to process approximately 25,000
forms per day with one resource.
SMS receives the variety of forms in paper format that are
then scanned via Panasonic high-volume scanners. The data
is captured and saved on multiple servers, with the ability to
optimize the efficiency of the incoming data.
Once the data is received, full-time employees verify the data,
ensuring data accuracy. SMS has implemented strict security
protocols to track the progress of the verifiers, allowing the
organization to report on who has scanned and verified the
25
Depending on where the form originated from and the analysis

requirements of the data, the image of the form is then stored
and processed in various digital formats. The DBEDT reports
and files are sent to the Department of Agriculture within
24 hours of receipt for review and processing via (SPSS). The
data received from the market studies is reviewed by the
respective agency and the electronically stored in a bank vault
for security. The additional forms and documents received are
stored in the IMR Alchemy Document Management system for
archival, search and instant retrieval. The images are backed
up for 90 days in Alchemy and then destroyed. Hard copies
of each of the forms are retained for four weeks, ensuring that
all of the data is accurate with the ability to attend to any
discrepancies in the data file from the paper file.
SMS and the State of Hawaii have realized significant benefits
by migrating to the Verity solution, including streamlining
internal operational processes; accelerating delivery of data and
documents to backend systems; reducing administrative costs;
and eliminating data errors with business rules processing.
This implementation has greatly reduced the manual data

entry time and the cost of processing surveys and market studies, said Hersh Singer, President of SMS. We have realized
a 200% increase in volume. If we did not have this system, we
would not be in business today.
About Verity


info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
form or document and validated the data, allowing SMS to

understand how they can be more efficient, make improvements and save time. With this process automation, the quality of data has significantly improved and the State of Hawaii
is pleased with the progress.
27
28
7FSJUZJO"DUJPO
www.johmsoncontrols.com
Johnson Controls Inc.

Johnson Controls uses Veritys LiquidOffice to streamline
business processes. With Verity, Johnson Controls reduces
the average processing time of online purchase requisition
forms from eight days to three, while shortening the cycle for
approvals and receipt of goods.
Johnson Controls Inc. is a global market leader in automotive

systems and building facilities management and control. Its
sales for 2002 totaled 20.1 billion. Founded in 1885, the
company has headquarters in Milwaukee, Wisconsin, with
manufacturing plants on five continents.
At their Burton upon Trent site in England, Johnson Controls manufactures automotive systems for the nearby Toyota
assembly plant at Burnaston.
The Challenge
The companys traditional purchase requisition process, which
is vital to meeting its manufacturing goals, used a three-part
carbonless paper form. With 200 requisitions per month, it
was taking too longbetween 7 and 8.5 days, on averageto
process each form. This lag resulted in delays in ordering
and receiving vital goods. In some instances, employees were
forced to go around the system in order to obtain what they
needed. Goods ordered without requisitions could not be tracked,
and there was the potential to use unapproved suppliers.
We needed an automated system that would reduce the

completion and processing time, improve controls, and provide tracking information, explained Anthony Cartwright,
IT project coordinator at Johnson Controls. We also wanted
to set up a way to measure performance for each department
and identify bottlenecks as well as maintain an archive of data
and forms.
Johnson Controls Inc.
Milwaukee, Wisconsin
http://www.johnsoncontrols.com
Industry: Manufacturing
Application: Automated process
Challenge: Improve efficiency by automating the purchase requisition process
Solution: Verity LiquidOffice
Partner: O2 Consulting Limited
Results:
Automated form filling reduced the fields that must be manually completed
from 25 to 7.
Reduced processing time of purchase requisitions from 8 to 3 days, on average.
Eliminated loss of paper documents, enabled tracking across the process.
Ensured that proper procedures are followed.
ROI expected in less than one year. patient outcomes based on analysis of
extracted data
The Solution
The solution was implemented by Verity-certified reseller O2
Consulting Limited, using Verity LiquidOffice (formerly
Cardiff LiquidOffice). O2 provides automation and productivity consulting in document management, workflow and customized software solutions. Nick Marsh, Managing Director
of O2, commented: We recommended (Verity) LiquidOffice
because it offered Johnson Controls a powerful solution that
provided a quick return on investment and the scalability to
meet Johnson Controls immediate and future requirements.
Cartwright and his staff concurred. What attracted us to

LiquidOffice was its complete scalability, he explained. We
needed a software platform that would enable us to easily
automate other areas using eForms as business requirements
dictate.
LiquidOffice is a complete eForms management software system that allows organizations to design, route, track, approve
and sign electronic forms online via a standard Web-browser.
Its open-standards architecture uses PDF and HTML formats
that enable manufacturing organisations such as Johnson Controls to seamlessly integrate LiquidOffice with existing IT infrastructure and back office quality management control systems.
LiquidOffice has enabled employees at Johnson Controls
to use Internet technology to complete and track purchase
requisitions at every stage in the procurement process. With
O2 Consultings help, Johnson Controls designed an online
form that looked like the existing paper form but which used
database lookups, automatic calculations and other automated
processes to reduce the number of fields that a user has to
complete. The fields on the form are validated by LiquidOffice
to eliminate omissions and mistakes. The process also sup-
29
With LiquidOffice, Johnson Controls is able to completely

automate the approvals part of the process, which flows from
Line Manager to Plant Manager and finally to Plant Controller.
Each person can sign and approve a requisition with the click
of a button. Following approval by the Plant Controller, the
Purchasing Department creates a Purchase Order for the requisition and enters the PO Number onto the requisition form.
From there, it gets time stamped and routed to the Awaiting
Delivery Queue.
When the ordered goods are delivered, a member of the Goods
In department locates the Purchase Requisition form relating
to that delivery in the Awaiting Delivery Queue. When the
employee opens the form and checks the Order Completed
Check box, an email is automatically sent to the originator
alerting them that the shipment has arrived. The form is then
used by Finance to check against the suppliers invoice.
In the future, LiquidOffice will connect directly to Johnson
Controls Meridio Document Management System, which will
hold all Purchase Requisitions and many other documents
used within the plant. This will allow secure, centralised
storage of documents as well as fast, easy retrieval when document viewing is required.
Instead of completing 25 fields on the Purchase Requisition
form, employees now only have to fill in seven. By automating
field completion and adding workflow automation, Johnson
Controls is able to meet its objectives and reduce the costs
associated with manual, paper-based procedures.
Cartwright explained: With LiquidOffice, our employees

can fill in purchase requisitions online, send them through
for electronic approval and track them throughout the whole
process to delivery. We also plan to integrate the system with

our back office applications, further eliminating the errors
associated with manual paper processes.
He continued: In terms of ROI, we expect LiquidOffice to pay
for itself in less than one year. The next stage in this process
is to migrate all of our internal form-based processes, such as
timesheets, holiday request forms and expense reports into
LiquidOffice, further driving efficiencies and cost reductions.
About Verity


info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
In addition, O2 Consulting helped us automate the processing

of the forms through a predetermined set of stages while still
providing for flexibility, Cartwright observed. They embedded online form instructions and tips, so that users would
know what they had to enter. In addition, initiators are alerted
when items have arrived. They automatically receive an email
that LiquidOffice generates once the Goods In department
processes the shipment.
PURCHASE REQUISITION
Req No.
Johnson Controls Automotive (UK) Ltd

Wellington Road
Burton upon Trent
Staffordshire DE14 2AT
Tel: (01283) 516606 Fax: (01283) 517622
PREFERRED SUPPLIER:
DELIVER TO:
Attn:
Originator
No Quantity
Department
Part/Cat. No.
Cost Centre
Item Description / Unit of Measure
Date Required
Unit Price
Order Date
Account Code
Ext. Price
1
2
3
4
5
6
7
8
9
10
11
12
Sub Total:
Reason for Purchase:
VAT:
TOTAL:
Date Rcvd in Purchasing
Purchase Order No.
Completed Date
BUR
Originator Signature
Line Manager Signature
Plant Manager Signature
Plant Controller Signature
31
Purchase Requisition
No Quantity
Part/Cat. No.
Item Description / Unit of Measure
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
32
continued
Unit Price
Account Code
Ext. Price
7FSJUZJO"DUJPO
www.bruno.com
Bruno Independent
Living Aides
Bruno Independent Living Aides used Verity content capture

and business process automation software to reduces sales
order processing time from eight hours to under two.
PARTS ORDER FORM
Order No:
Dealer Number:
Phone Number:
Req Ship Date
PO Number:
Placed By:
Submitted By:
SHIP TO:
Drop Ship:
Family owned and operated Bruno Independent Living Aids

(Oconomowoc, Wisc.) was founded in 1984, and has a proud history
of innovation that provides solutions for individuals who may face
challenges with mobility. Brunos products, power chairs, scooters,
vehicle lifts, stair lifts and Turning Automotive Seating (TAS),
provide independence to thousands every year.
Bill To:
Default Ship Via:
Ship Via:
Serial Number
RA Number
Owners Name
Owners Phone Number
Buying Group
Warranty
SECE Call Number
Whse
Yes
No
PRICING IN
U.S. DOLLARS
Part Number
Part Description
ADA
Qty
Price
Total
The Challenge
Durable medical equipment manufacturer Bruno receives approximately 300 work orders per day for custom products. Initially,
Bruno managed this work order process by manually routing orders
throughout the organization, causing delays and stress on the production team. Bruno identified these issues and established a plan
to resolve the slowdown. This plan encompassed meeting quality
control demands by pursuing ISO 9001 certification. ISO standards
contribute to making the development, manufacturing and supply
of products and services more efficient, safer and cleaner. One of
the main requirements for ISO certification is that documents have
to be controlled; that is, the quality control manager has to be aware
of the existence and location of every quality-related document.
To meet the stringent requirements of ISO 9001, Bruno must track
the routing of the documents, signatures and date stamps confirming that all orders are processed through the appropriate channels
and approvals. Bruno realized it had to go one step further and
eliminate manual processes by implementing a business process
automation solution across the organization.
Initially, when Bruno received a custom order, the approval process
Bruno Independent Living Aids
www.bruno.com
1780 Executive Drive, Oconomowoc, Wisc. 53066, 262-567-4990
Industry: Durable Medical Equipment , Manufacturer
Application: Work order automation
Challenge: Meeting ISO 9001 requirements and lead time management
Solution: Verity LiquidOffice, Verity TeleForm, Hyland OnBase, Oncontact
CRM solution
Partners: MTM Inc. and Scan America, both of Wisconsin
Solution:
Meet ISO 9001 Certification
8590% of orders processed in 2 hours
2025% of orders processed in less than 45 minutes
Order accuracy improved by 10%
8 hour processing time decreased to 2 hours
Accelerated delivery of data and documents to backend systems
Reduced data errors using business rules processing
Met goal of four-day lead-time on custom projects.
PARTS TO BE RETURNED (Same as Above)
Yes
No
Comments:
Default Terms:
Third Party Billing

Frt Collect
ACH
Prepaid & Add
Prepaid
Terms Pending
Terms:
Approval Number:
No. 419.7
11/12/2003
Sub Total
S&H
Adv Disc
Cash Disc
Sales Tax
TOTAL
Total may not include S & H
might pass through five hands, through separate departments and

even separate buildings within Brunos manufacturing campus
before making it to the production floor. Having paper-based orders
sitting in multiple bins waiting to be reviewed, updated, approved,
and sent to the next department for further approvals was becoming
unmanageable, especially as the company began to grow.
Considering Bruno manufactures highly customized products, they
must assure their customers that each product meets quality control
standards. They must be prepared to provide proof that parts are
manufactured according to strict specifications, machined within
specific tolerances, and quality checked before going out the door.
Bruno is also required to provide a quick turnaround on quality
controlled orders in a timely manner to its customers, who comprise
authorized dealers located throughout the United States, Canada,
and Europe.
The Solution
Bruno collaborated with systems integrator MTM, Inc. and Scan
America (both of Madison, Wisc.) to comply with these standards
and regulations. To eliminate the manual paper-based processes,
MTM recommended business process automation and workflow solution, Verity LiquidOffice, information capture software, Verity
TeleForm and Hylands OnBase document management repository.
Together, these document management components transformed
Brunos paper audit trail into an electronic workflow solution.
A Web-based solution, LiquidOffice enables Brunos employees to
use a standard Internet browser to automatically route, track and
approve the more than 300 work orders received daily at every
33
Brunos new automated solution begins with an order form arriving

via fax, e-mail, or from the call center and entered into an electronic form in LiquidOffice. The work order forms are then routed in
LiquidOffice to the appropriate department for further processing.
After the order is approved, the application person signs off and
submits the form, which LiquidOffice routes to the customer care
queue. After the customer care representative verifies shipping
costs and methods, the form is routed to a financial work queue.
At this step, accounting verifies the customers standing, including
any outstanding balances. Next, the order goes to an order entry
queue where it is keyed into an ERP (enterprise resource planning)
system and the manufacturing process is initiated.
By automating our sales order process, we have reduced our
average order processing time from eight hours to under two
hours, providing us with the ability to get orders to the shop floor
that much quicker and fulfill orders that much sooner, said Bob
Herold, MIS director at Bruno. We have made significant steps
in increasing our customer service capabilities by adding custom
work queues and notes to each work order making it nearly impossible to wrongly configure an order allowing orders to never sit idle
without action taken.
Bruno is also using Veritys TeleForm information capture solution
to automatically process the 50 to 60 warranty cards it receives
daily. Veritys open standards architecture and robust software
developer kit (SDK) enables Bruno to easily create a seamless integration with its Hyland OnBase content management system and
Oncontact customer relationship management solution. This valuable integration enables TeleForm to automatically verify the customer warranty information captured from each card. TeleForms
superior character recognition and data validation capabilities also
help Bruno improve its service levels by significantly reducing the
risk of data error and speeding up the information capture process.

By benefits of a rapid deployment time, Bruno is using Verity
LiquidOffice to develop intelligent electronic forms, which have
already increased operating efficiency from product order to delivery threefold. Bruno has tripled its sales order processing efficiency,
offering the company far more than just a 6-hour reduction in order
processing. Order accuracy has improved by 10%, and the number
of order forms Bruno has to manage has been reduced from 34 to
26. With the automated work order process, the time spent on the
work order forms is more timely and the forms are handled more
efficiently, providing Bruno the ability to process more work orders
with the same number of people.
Of the 300 work orders that are received daily, an average of 20
change orders are also received. Change orders can significantly
halt production if there are substantial alterations to each order.
With the implementation of an automated solution, Bruno can now
process the change orders quicker, catching the changes before
the start of production, realizing significant timesavings in the
manufacturing process. Bruno can now track all orders throughout
the system with their corresponding notes, providing weekly trend
analysis of the reason codes so that they can identify when and why
change orders occur. This analysis concluded that 50% of change
orders occur because of the terms of the manufacturing agreement
allowing Bruno to manage what areas of business need work.
We can gather more information than we could on paper based
forms. The more information we collect, the better decisions we
can make going forward, said Bob Herold. We have eliminated
15% of change orders saving time and materials and eliminating
unnecessary work.
Bruno has realized further cost savings by allowing its outside
sales force to access LiquidOffice remotely via an Internet browser,
which provides them with immediate access to sales data from
the field. Bruno realized these savings quickly, as LiquidOffices
intuitive interface and pervasive use of open standards enabled it
to get all existing forms converted and running in a full production
environment in only five weeks. Bruno also plans to provide access
to LiquidOffice to its top dealers, enabling them to view data in
real time to determine order status, thereby reducing the number of
customer service calls received.

info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
stage of the sign-off and procurement process across Brunos three

locations. LiquidOffice facilitates the transfer of electronic forms
and documents through the different approval steps and retains
electronic signatures and dates of approval. Using automated alerts,
LiquidOffice ensures orders are acted upon in a timely fashion.
PARTS ORDER FORM
Order No:
Dealer Number:
Phone Number:
Req Ship Date
PO Number:
Placed By:
Submitted By:
SHIP TO:
Drop Ship:
Bill To:
Default Ship Via:
Ship Via:
Serial Number
RA Number
Owners Name
Owners Phone Number
Buying Group
Warranty
SECE Call Number
Whse
Yes
No
PRICING IN
U.S. DOLLARS
Part Number
Part Description
PARTS TO BE RETURNED (Same as Above)
ADA
Yes
Qty
Price
Total
No
Comments:
Default Terms:
Third Party Billing

Frt Collect
ACH
Prepaid & Add
Prepaid
Terms Pending
Terms:
Approval Number:
No. 419.7
11/12/2003
Sub Total
S&H
Adv Disc
Cash Disc
Sales Tax
TOTAL
Total may not include S & H
7FSJUZJO"DUJPO
www.homebanc.com
HomeBanc Mortgage
Corporation
HomeBanc Mortgage Corporation Receives Full ROI within
Three Months of Implementing Verity TeleForm for High
Volume Capture
Atlanta-based HomeBanc Mortgage Corporation is one of

the largest retail mortgage lenders in the Southeast and has
ranked among the top online mortgage lenders in the United
States. HomeBanc has 900 employees and offices throughout
Georgia and Florida and opened an office in Charlotte in late
2002. HomeBanc closed $4.1 billion in residential mortgage
loans in 2001 and closed $5 billion in 2002.
The Challenge
HomeBanc ranks at the top of the industry for excellence in
customer service. The price of this level of service is the high
cost to produce loans, which negatively affects profits. As such,
executive management directed all department heads to find
ways to streamline their operations.
After intense scrutiny of its operating procedures, the 60member post-closing department realized that they had
numerous manual processes in place that were time-consuming, inefficient and required change. Initially the department
processed 2,300 mortgage loan applications per month, averaging 300 pages in length for a total of 37,500 duplex pages.
This high volume of mortgage applications consists of 160
different document types taken from five different loan packages: FHA/VA, Conventional, Second mortgage, and LIBOR
loans. Initially, the cycle time to process these loans from signature to funding spanned 22 days. In addition to the duration,
HomeBanc Mortgage Corporation
Atlanta, Georgia
http://www.homebanc.com
Industry: Financial
Application: Processing mortgage applications
Challenge: High volume processing of applications while increasing customer
service and reducing cycle time
Solution: Verity TeleForm, Hyland OnBase Imaging/Workflow System, Canon
DR-5020 High Speed Scanners
Partner: eiConsulting, Inc. Atlanta, GA
Results:
Achieved full ROI in first three months
Process 60,000 duplex pages per day totaling 120,000 indexed images
Reduced total operating costs by 10% annually
Reduced application processing time from 22 to 15 days
Eliminated annual cost of $414,000 to copy and file documents
More timely, accurate reports
More valid data
Improved customer satisfaction, reducing the time spent retrieving records
HomeBanc was also faced with the high cost of manually processing these documents, paying $414,000 annually to copy
files in addition to document storage/retrieval and document
shipping costs. To meet the goals and expectations set forth by
the executive team, automation of the process was inevitable.
The post-closing departments goal was to reduce the cycle
time and increase the number of applications processed. The
department developed a phased approach to meet this goal
in which they planned to re-engineer the business processes
in the first phase and automate the business processes in
the second phase. After completing the re-design in the first
phase, the department realized that no further efficiencies
could be gained without introducing automation into the business process, therefore it decided to upgrade to a solution from
eiConsulting and Verity.
The Solution
eiConsulting recommended Veritys TeleForm (formerly Cardiff TeleForm) as the platform for form development and high
volume data collection and Hylands OnBase workflow and
document imaging system. eiConsulting worked in collaboration to optimize the infrastructure to manage the high volume
process automation.
To exceed the expectation of our customer service, it was

critical to implement a solution that would take HomeBanc to
the next level, said Tim Neer, Senior VP of Post Production.
After thorough analysis, we selected the (Verity) TeleForm
solution because of its high volume capabilities, its scalability, and its ability to recognize documents in a high volume
environment. None of the other applications compared in
value, proficiency or experience.
37
In creating a solution for HomeBanc Mortgage Corporation,

we really needed to focus on speed, accuracy, identification,
and workflow, said David Moore, President of eiConsulting. TeleForm allowed us to build the most efficient system
to satisfy HomeBancs specific needs while delivering highly
accurate recognition of text at speeds that enabled a tremendous productivity boost. There is just no comparison when
it comes to the power, flexibility and cost-saving benefits of
(Verity) products.
After implementing TeleForm we have realized full ROI
within three months, reduced significant costs associated
with manually processing our mortgage loans, thereby improving profits immediately, said Neer. In the first five weeks
of implementation, we increased the capacity for number of
loans per month from 2,300 to 3,500 loans.
HomeBanc Mortgage Corporation has achieved significant
results after the implementation of the solution, meeting the
critical goal of reduced cycle time down to 15 days from 22.1
days, with a new goal of five days or less. The scalability and
high-performance of TeleForm provides HomeBanc with a
solid foundation for automating all their business-critical processes. The post-closing department can now process 60,000
duplex pages per day totaling 120,000 images per day.
HomeBanc has reduced total-operating costs by 10% annually, due to the elimination of copying and storage costs. They
also removed the high cost of copying and filing documents

as well as a $750,000 expense that was allocated to build out
the facility to accommodate the number of staff to manually
process files.
We have increased customer satisfaction significantly after
implementation of the new solution, said Neer. With a
quicker funding process, the loans are funded faster and the
solution will have a major impact on the growth and profitability of the company with the goal of processing twice as many if
not three times as many loans through the system.
About Verity


info@verity.com
Partnerships
partners@verity.com
Verity, Inc.
t. 408.541.1500
f. 408.541.1600
www.verity.com
At the time the customer applies for the loan, the loan information is entered into Liberty FiTECH, which generates the
loan documents of pre-packaged VMP documents as well as
HomeBanc standard documents. The legal documents are
then completed by the closing attorney and the customer. The
closing attorney then sends the documents back to the postclosing department where HomeBanc begins the post-closing
procedure to acquire funding of the loan. The documents are
scanned and processed in TeleForm, and the data is extracted
automatically. TeleForm then passes the indexed forms to the
Hyland Imaging module, which stores the documents as images
within a high capacity storage container and triggers a workflow
process that sets the loan package for distribution to the quality
control team and automated rules engine for data verification.
Verity Canada
894 Ross Drive

Sunnyvale, CA 94089
t. 408.541.1500
f. 408.541.1600
400 4th Avenue SW

Suite 2500
Calgary, AB T2P 0J4
Canada
t. 403.750.4000
f. 403.750.4100
Verity San Diego
3220 Executive Ridge Drive

Vista, CA 92081
t. 800.659.8755
f. 760.936.4800
Verity Australia
115 North Oatlands Road

Yarrambat, VIC 3091
Australia
t. 61.3.9436.2024
f. 61.3.9436.2078
Verity New York
230 W. 41st Street

12th Floor
New York, NY 10036
t. 646.366.9500
f. 646.366.9540
Verity Benelux
Coltbaan 31
3439 NG Nieuwegein
The Netherlands
t. 31.30.669.2120
f. 31.30.662.2094
Verity Washington, D.C.
2941 Fairview Park Drive

8th Floor
Falls Church, VA 22042
t. 703.289.8800
f. 703.289.8840
Verity China
18F, China Merchants Tower

No. 118 Jian Guo Road
Chao Yang District, Beijing 100022
P. R. China
t. +86-10-65675899
ext. 6091
Verity Chicago
200 South Wacker Drive

31st Floor
Chicago, IL 60606
t. 312.674.4525
f. 312.674.4571
Verity Germany
Robert-Bosch-Strasse 9 Europahaus D
64293 Darmstadt
Germany
t. 49.6151.86082.0
f. 49.6151.86082.20
Verity Italia
S.R.L.c/o Ernst & YoungVia Cornaggia,

n1020123 Milano
Italia
t. +39 050 770 157z
f. +39 050 770 157z
Verity Japan
15th floor, Cerulean Tower,

26-1 Sakuragaoka-cho, Shibuya-ku, Tokyo,
150-8512, Japan
t: 81.3.5456.5792
f: 81.3.5456.5733
Verity United Kingdom
Verity House
2 Heath Road
Weybridge KT13 8AP
United Kingdom
t. 44.1932.844200
f. 44.1932.843823
www.verity.com
Verity France
Les Collines de lArche

Immeuble Madeleine
D76 route de la Demi-Lune
92057 Paris La Dfense Cedex
France
t. 33.1.41.49.0450
f. 33.1.40.89.0981
Verity Boston
275 Grove Street, 4th Floor

Newton, MA 02466
t. 617.663.5716
f. 617.663.5382
Verity LiquidCapture, Verity Profiler are trademarks of Verity, Inc., in the United States and numerous other countries. All other trademarks or symbols are those of their respective owners.

software-sales@verity.com or 888.328.7335
Partnerships
partners@verity.com
Verity, Inc.
894 Ross Drive, Sunnyvale, CA 94089 | t. 408.541.1500 | f. 408.541.1600 | www.verity.com
MK0730 Printed in Canada.
Verity, Inc.

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Implementing proven solutions for streamlining