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 Xenos DSR is a document storage reduction solution for Enterprise Content Management (ECM). When a high-volume document batch is loaded into an ECM solution, the tool separates transactional data from duplicated resource elements. Later, it retrieves the document in question, analyzes the embedded resource tags, recovers the required resources, and dynamically reconstitutes the complete document with 100 percent accuracy. The Xenos technology allows clients to save on storage fees and access documents more quickly than traditional systems allow.

The Challenge

The second largest telecommunications company in Saudi Arabia was facing technical issues related to their online billing and customer communications. While customers received notification when their monthly online mobile bill was available, they weren’t able to view those bills for another two weeks after. The result was a negative customer experience: clients were losing faith in the provider’s ability to manage IT systems and phone usage. It also meant that customers were typically up to two weeks late sending payment for their mobile services and the company was unable to follow up promptly on outstanding payments.

Because of these problems, the company’s relationship with the IT integrator providing their online billing services was disintegrating. The telecommunications organization clearly needed a new solution.

To provide that solution, the organization first turned to the IBM FileNet Image Services repository. The repository hosted customer PDF statements and provided a portal solution, allowing clients to better view their statements online. During each monthly billing cycle, it produced Flat Text/CSV data files containing the information required to compose online bills. Unfortunately, though, the company soon experienced more technical difficulties and delays under the new solution:

  • The system meant to compose PDF statements from the Flat Text files experienced technical delays in statement production. This process took one week to complete.
  • The system meant to load and retrieve the composed PDF statements into FileNet Image Services also experienced delays, adding another week to the process.

 The Solution

To fix these new technical problems, the telecommunications company turned to Xenos DSR. They needed a solution that would allow them to load 1 million PDF statements (approximately 416 GB) in a 24-hour period – one that would also improve user online response times, allowing for statement retrieval in less than 1.5 seconds during peak times and sub-seconds on average.

Xenos DSR has allowed the company to do exactly that. The Xenos Enterprise Server processes the PDF statements, and document storage reduction is performed on each batch, significantly reducing their storage footprint. Xenos technology divides (or bursts) the stacked DSR PDFs into separate PDF statements so that they can then be fed into IBM FileNet Image Services as individual documents; the reduced PDFs are loaded into Image Services by the Xenos Enterprise Server with the mime-type set to application/xpdf. Using the input PDF filename (for example, an account number or statement date), the metadata on each PDF is applied, while shared resources from each batch of statements is kept locally and a reference to this resource is included as metadata in all statements uploaded into FileNet Image Services.

Now, when customers log into the company’s online portal and request to view their mobile statement, the Xenos Enterprise Server handles the retrieval request, searching FileNet Image Services using the search criteria provided. The Xenos Enterprise Server then does one of two things: presents the original PDF statement or – if it is a new statement – uses DSR technology to dynamically rebuild the PDF with its original resources (including fonts and images) to return this to the user.

The Benefits

Xenos offers the telecommunications company multiple benefits. The reduced storage size of individual statements dramatically reduces the time required to load and retrieve documents from FileNet Image Services. Since the Xenos Enterprise Server is a flexible J2EE application, it can also process multiple batches of statements in parallel, meaning that more statements can be loaded in a single processing window.

Xenos works well with the company’s Windows-based server and on-the-fly architecture, and seamlessly integrates Arabic fonts and resources with no document translation required. Since the Xenos Enterprise Server has a web-service Application Programming Interface (API), it was also easy to integrate it with IBM FileNet Image Services – the portal had a virtually seamless update. Today, user requests are redirected to the Xenos Enterprise Server rather than directly to FileNet Image Services, for more efficient and effective service.

These technical benefits have led to true business advantage. The solution has reduced the document load process from one week to less than 24 hours, meaning that customers can access their statements in a timely fashion. In fact, in a rapid one-week proof of concept, Xenos met all of the company’s requirements: uploading a batch of 255 documents into FileNet Image Services in 18 seconds and running six of these batches in parallel without reducing the upload time. The Xenos Enterprise Server can upload 1 million documents in approximately 19 hours, while statement retrieval takes an average of just 11 milliseconds.