mÜŞterİler İle İletİŞİmİnİzİ kolaylaŞtirin / opentext

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SAP FORUM İSTANBULDiscover SimpleSAP Document Presentment by OpenTextSpeaker’s Name : Martin VogelDepartment : OpenText Presale

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2

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


Software used to compose, format, personalize, and distribute content to support physical andelectronic customer communications and improve the customer experience.

Document Presentment is…


Essential Task

… is to create a document from raw data …


… and deliver it in the appropriate format to the right recipient…

Essential Task


… 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


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



Before Document Presentment

Discrete solution for each business app


After Document Presentment

Leverage communication platform


SolutionMarketingLine of Business ITFront Office

Single unifying solution

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 14Internal

IT Operations

Marketing

Customer ServiceDistribution

Customer

StreamServe

Use cases



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


All templates are output independent and therefore can be shared across all output formats and channels.

StoryTeller

Use cases


Transpromo documents


Direct impact to bottom line


Mails discarded without being opened and read


Transactional Mail

TransPromo

Improved document layout

Color in the invoice

Transactional with graphics

Integration of promotional offers

Segmented personalized messages

Transaction to TransPromo


actual response rate achieved

20%

Time from campaign idea to execution<8h

Expected response from first campaign

3-5%

Use cases


Typical scenarios


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


3500+ customers... and growing!

Distribution Other Services

ManufacturingUtilities Telecom

Retail

Financial Services

Other

http://www.streamserve.com/customers/byvertical/ingram.asp

http://www.streamserve.com/customers/byvertical/copaco.asp

http://www.streamserve.com/customers/byvertical/abbsubs.asp

http://www.streamserve.com/customers/byvertical/aka.asp

http://www.streamserve.com/customers/byvertical/akzo.asp

http://www.sandvik.se/

http://www.streamserve.com/customers/byvertical/skanska.asp

http://www.diy.com/diy/jsp/index.jsp

http://www.fortum.se/

http://www.ing.com/

http://www.mtn.co.za/

http://tdc.dk/

http://www.streamserve.com/customers/byvertical/handelsbanken.asp

http://www.streamserve.com/customers/byvertical/bgc.asp

http://www.streamserve.com/customers/byvertical/sebbanken.asp

http://www.streamserve.com/customers/byvertical/postbank.asp

http://www.nordea.com/eng

http://www.uni2.se/index.asp

http://www.kraftfoods.ch/

http://www.apoteket.se/apoteket/jsp/polopoly.jsp?d=10

mÜŞterİler İle İletİŞİmİnİzİ kolaylaŞtirin / opentext

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