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SAP FORUM İSTANBULDiscover SimpleSAP Document Presentment by OpenTextSpeaker’s Name : Martin VogelDepartment : OpenText Presale
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Agenda
Document Presentment What is Document Presentment
Introduction Pains of companies
One Platform Single platform for all customer related communication
Use cases Sustainability Transpromo Scenarios
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Software used to compose, format, personalize, and distribute content to support physical andelectronic customer communications and improve the customer experience.
Document Presentment is…
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Essential Task
… is to create a document from raw data …
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… and deliver it in the appropriate format to the right recipient…
Essential Task
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… via the appropriate delivery channel.
Essential Task
Introduction
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Companies struggle to communicate efficiently in a differentiated, consistent, cost-effective manner
• high costs
• poor customer Service
• lost sales
• lost customers
Suppliers
Customers
COO CMO
CIO CFO
Print Shop
Text/Email
CRM
Internet
ArchiveMail/Print
Call Center
HR
Pain of companies
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is a customer communication platform integrating all relevant processes into a single communication chain with efficient design capabilities, supporting multiple formats and multiple channels.
SAP Document Presentment by OpenText
One platform
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Before Document Presentment
Discrete solution for each business app
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After Document Presentment
Leverage communication platform
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SolutionMarketingLine of Business ITFront Office
Single unifying solution
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IT Operations
Marketing
Customer ServiceDistribution
Customer
StreamServe
Use cases
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Channels selection can be fully dynamic, which supports sustainability and decreases costs of delivery.
59metric tons of CO2 per yearsaved by paper reduction
Financial Benefits
25,000 Documents/dayEnvironmental Benefits
1.2 – 2.4 mil. TRLsavings per year
20%electronic
80%paper
1 200 000documents =
Sustainability – electronic communication
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All templates are output independent and therefore can be shared across all output formats and channels.
StoryTeller
Use cases
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Transpromo documents
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Direct impact to bottom line
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Mails discarded without being opened and read
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Transactional Mail
TransPromo
Improved document layout
Color in the invoice
Transactional with graphics
Integration of promotional offers
Segmented personalized messages
Transaction to TransPromo
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actual response rate achieved
20%
Time from campaign idea to execution<8h
Expected response from first campaign
3-5%
Use cases
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Typical scenarios
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Line-of-business users can design and deliver one-to-one messages by includingtargeted content on any type of enterprise document
Business User Enablement
Enablement for Business Users with Web Tools
Transform ordinary customer communications into powerful, one-to-one marketing channels
Document Composition
Improve customer, partner and supplier relations by streamlining document-intensive business processes
Document Process Automation
Consolidate, produce and deliver customized documents when and where you want them
Enterprise Document Presentment
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Improving Operational Efficiencies and Enhancing Customer Communications
Real-time Customer CentricFormatting and Printing
Static Documents
Application Dependent
IT Dependent
Batch
Recipient-drivenOutput-channel Driven
Personalized Documents
Enterprise-wide
Business User
Real-time
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Taking Business User Enablement to the Next Level
Line-of-business users can design and deliver one-to-one messages by includingtargeted content on any type of enterprise document
Business User Enablement
Document Composition Enterprise Document Presentment Document Process Automation
AdHoc and Reviewer
Enhances business processes by extending business user enablement to create, edit and review documents live and in real-time, seamlessly integrated into the customer’s portal
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 27Internal
Improving Operational Efficiencies and Enhancing Customer Communications
Real-time Customer CentricFormatting and Printing
Static Documents
Application Dependent
IT Dependent
Batch
Recipient-drivenOutput-channel Driven
Personalized Documents
Enterprise-wide
Business User
Real-time
Departmental Documents
Hundreds of Templates
Lack of Multi-channel Output Automation and Archiving
Poor SAP Integration
Inconsistent Branding
Individual, decentralized
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Key Sample Scenarios
LiveDocument
Communication
Create, Review, Edit, Approve Business
Documents
LOB
Campaigns and Program Enrollments
Marketing
Contracts and Quotations
Sales
Call Center Customer Management
Customer Service
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Customer Service Communication
Correspondence
Individual Clarification Letter
5
Resolve Customer Case
Follow up transaction4Identify Customer Issue
Account Status3
Account Overview
View customer details and correspondence
2Identify Account1
Archive Document Image
Interaction Record and Document Image
6
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Customer Service Communication – SAP example
Embedded in SAP CRM UI, set as a Workcenter
Slide 30
Optimize CSR service timeSeamless SAP integration:
data and UIRules, predefined and
live editable and protected content for CSR
Integration in central document production for optimized printing and mailing
Multi-channel distribution based on single template
Customer Service Manager
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Quotation Process
Create Quotation2
Create Individual Quotation Document
Quotation Document, Pricing Details
3
Create Contract or Order5
Update Business Workspace
Send letter & correspondence
6
Review and Accept Quotation
Quotation Document, Pricing Details
4
Manager
Collect and Create Account Data
Customer Fact Sheet1
Key AccountManager
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SAP Integrated centralized approval process support to centrally control, review and release outgoing communication
Enable business users Review, Edit, Approve or Reject all outgoing communication
Use business rules to centrally trigger approval workflows at any level or granularity
Automate workflow and collaboration for all document processes where user interaction is needed
Integrated approval for SAP CRM Business roles or tied to specific SAP users
Customer Quotation – SAP example
Slide 32
Embedded in SAP CRM UI, set as an Assignment block Key Account Manager
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Managing Content on Documents
Manager
Publish
Approve and Publish Content
2
Create Document Content
Edit and previewDefine Rules
1
Customer Interaction
Exact Image4
Execution
Mass productionIndividual Documents
3
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Business User EnablementCreate and manage targeted messages and correspondence
Integrated into an SAP screen SAP CRM with SSO
Maintain content in real-time
SAP data for rules and personalization
“As a Business User working in SAP GUI I want to have direct access to Composition Center without the need to go to an external location to do my document composition tasks. …”
LOB
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Key Benefits
Seamlessly integrated into SAP CRM and Interaction Center
Consistent branding and corporate identity through centralized templates
Leverage review and approval functionality
Archive integration ensures compliance and easy search and retrieval
Roles based access and security
Integration with enterprise multi-channel and printing for reliable and cost efficient distribution
Efficient document creation: real-time, template and rules based creation of documents and individual letters
Personalized and editable customer correspondence
Eliminate manual processes and use of Word templates
Delivered via customer preferred communication channels
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Reduce costs, optimize efficiency, improve customer experiences
1. Significantly reduce costs and complexity of multi-channel document generation and distribution
4. Increase revenues through up/cross-sell messaging
3. Improve customer satisfaction through personalized communication
2. Improve reliability and accuracy through document automation
COO CMO
CIO CFO
Print Shop
Text/Email
CRM
Internet
ArchiveMail/Print
Call Center
HR
SAP Document Presentment by OpenText
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What customers are saying…
“This has been a dream product; it has been absolutely trouble-free. StreamServe has delivered huge savings in both efficiency and paper cost.”
Peter Skanberg Technical Project Manager
Handelsbanken
“We save almost $1.4M per year with StreamServe. That represents a great investment for us."
Roland Carlson, CIOMicrel Semiconductor
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 38Internal
Reduced spending through centralized document control, full integration with SAP-supported business
processes
Estimated savings of about $2M per year by controlling the flow and delivery of documents
StreamServe enabled a 60 percent printing cost reduction in less than one year
Using StreamServe to integrate acquired utility companies and merge branding while not touching upstream ERP systems
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3500+ customers... and growing!
Distribution Other Services
ManufacturingUtilities Telecom
Retail
Financial Services
Other
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TeşekkürlerContact Information:
Martin VogelGlobal Solution Architectmvogel@opentext.com+420 221 899 141
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