© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2
AGENDA
Document Presentment� Introduction
One Platform� Multiple Business Applications – a single communication platform
Customer Experience � Strong marketing tool
Use cases� Examples of implementation
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4
Communication
Communication (from Latin "communis", meaning to share) is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.
Communication requires a sender, a message, and a recipient, although the receiver need not bepresent or aware of the sender's intent to communicate at the time of communication; thuscommunication can occur across vast distances in time and space. Communication requires that thecommunicating parties share an area of communicative commonality. The communication process iscomplete once the receiver has understood the message of the sender.
4
Wikipedia.org
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5Copyright © Open Text Corporation. All rights reserved.
… is to create a document …
Document PresentmentEssential task
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6Copyright © Open Text Corporation. All rights reserved.
… and deliver it in the appropriate format to the right recipient…
Document PresentmentEssential task
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7Copyright © Open Text Corporation. All rights reserved.
… via the appropriate delivery channel.
Document PresentmentEssential task
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8
We need fast response to our document content or layout change request.
Document PresenrtmentSolving customer’s challenges
“
”
We need reducing mailing costs for our outputs.
“
”“
”
Our call center is overloaded and therefore expensive.
Consume-to cash is too long.
Our processes driven by multiple applications are expensive. We need savings.
“
”“
”“
”
Customers’ fluctuation is really big pain for us.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9
�Document change request turnaround decreased from 1-2 weeks to less than 24h
OpenText StreamServeCIO experience
“
”
�We support 85+ different types of documents across multiple states with one full time employee and no external consulting resources
�We reduced mailing and distribution cost by 50% per document
“
”“
”
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10
�Billing inquiries were cut by half, which led to a significant reduction in call center costs
OpenText StreamServeCOO/CFO experience
�Consume-to-cash was shortened 2-3 days, which had a huge impact on our revolving credit line
�We saved EUR 2.5M annually optimizing the account opening process alone
“
”“
”“
”
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11
�Our customer turnover rate was reduced from 25% to under 5%
OpenText StreamServeCMO experience
�We are now putting customer messages and campaigns on our bills, e.g. for fall furnace light-ups
�The solution is pretty easy for a business-oriented person to use
“
”“
”“
”
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 12
OpenText StreamServeIntegrated, optimized document communication
Improve customer experience: customized, proactive, 360 degree view
Improve operational efficiencies: automate document processes in real-time
Automated and Integrated
PersonalizedTargeted
CommunicationsDocumentGeneration
DocumentDistribution
DocumentConsolidation
DocumentComposition
Archiving
Live individual correspondence
<?xml version="1.0" encoding="utf-8" standalone="no"?><ORDER_ACKNOWLEDGEMENT>
<ORDERACK><Distribution>Pdf</Distribution><Duplicate>Duplicaat/ Herbevestiging</Duplicate><Language>NL</Language> <OrderAckNumber>2807035<><Currency>EUR</Currency><Amount>15.087,50</Amount><VATAmount>2.866,63</VATAmount><Bla</Line>
<ORDERACK_DATE>>
NON-SAP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 13Copyright © Open Text Corporation. All rights reserved.
Channels selection can be fully dynamic, which supports sustainability and decreases costs of delivery.
235metric tons of CO2 per yearsaved by paper reduction
Financial Benefits
100,000 Documents/dayEnvironmental Benefits
> 5 000 000savings per year
20%electronic
80%paper
4.8Mdocuments =
Document Presentment
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 14Copyright © Open Text Corporation. All rights reserved.
Document Presentment
All templates are output independent and therefore can be shared across all output formats and channels.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15Copyright © Open Text Corporation. All rights reserved.
One template can alternate in brand or language
Document Presentment
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 181811/4/2014
Organizations must integrate and improve multichannel customer
communications.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 19
Organizations must integrate and improve multichannel customer
communications.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2020
Document Presentment by OpenTextSolving customer’s challenges
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2121
SolutionMarketingLine of Business ITFront Office
Must communicate and integrate across channels
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2222
Forester Output Management Framework
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 23
Before – independent output solutionsBusiness applications
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 24
After – integrated unified system
Document Presentment by OpenText
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 25
Document Presentment by OpenTextInvolve business users
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 26
Busin
ess
Prod
uctio
nDe
sign
StreamServer
Ad-hoc Correspondence Correspondence Reviewer Collector
AFPPDF
PCL
Post-processing
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 28
Great Customer
Experience
Revenue
RetentionReferrals
The importance of customer experience
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 30
Mails discarded without being opened or read
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 31
Improved document layout
Color in the invoice
Transactional with graphics
Integration of promotional offers
Segmented personalized messages
Transpromo documentsThe way to marketing efficiency
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 32
Web Based tool allowing business users to define, maintain, review and approve business related content without interfering with IT. Time to market is reduced to minutes or hours.
Composition CenterThe web based tool for business/marketing people
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 35
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 OpenText StreamServe 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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 36
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 37
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 38
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 39
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 40
Customer Service Communication
Correspondence
Individual Clarification Letter
5
Resolve Customer Case
Follow up transaction4
Identify Customer Issue
Account Status3
Account Overview
View customer details and correspondence
2Identify Account1
Archive Document Image
Interaction Record and Document Image
6
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 41
Customer Service Communication – SAP exampleIntegrated into SAP CRM, set as Workcenter
Slide 41
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 42
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 43
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 exampleIntegrated into SAP CRM, set as an Assignment block
Slide 43
Key Account Manager
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 44
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 45
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 46
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Teşekkürler – Thank You!Contact Information:
Martin VogelGlobal Solution [email protected]+420 221 899 141
Top Related