ECM Roadmap. Automating Sales, Procurement, Customer Service and Billing Processes for Improved Efficiencies and Increased Revenues

Transcription

1 ECM Roadmap Automating Sales, Procurement, Customer Service and Billing Processes for Improved Efficiencies and Increased Revenues Copyright OpenText Corporation. All rights reserved.

2 ECM Solution Extensions by Open Text support key business processes in Utilities Transmission & Generation Meter Operation Retail Distribution Capital Project Documentation Management of Change Grid Construction Management Construction & Connection Files Plant Management Network Management Asset Documentation Network Asset Mgt Asset Management Resource Management Project Documentation Bill Presentment Wholesale & Trading Meter Data Archiving Meter Reading Service Billing Legal Compliance Invoice Management Contract Management Records Management Energy Capital Management BK6/7 Records Management Employee File Mgmt Corporate Customer File Correspondence Handling Selling of Energy and Services Customer Service Collaborative Service and Intercompany Exchange Contract Management Data Archiving Legacy Decom. Customer File in Call Center Property Archive Finance 5-8% Legal HR Procurement IT Property Mgmt 2011 SAP AG. All rights reserved.

3 Sharepoint with Business Process OpenText Extended Enterprise Content Management with Sharepoint Services 3 Copyright OpenText Corporation. All rights reserved.

4 Enterprise Asset Management in Microsoft SharePoint SharePoint User Interface OpenText AGA (Application Governance and Archiving) Business Workspaces for Equipment, Functional Locations, Maintenance Notifications, and Maintenance Orders

5 Functional Location Business Workspace Enterprise Asset Management in Microsoft SharePoint SharePoint users can access attributes of SAP technical objects and process information. Technical documents like drawings, manuals, etc. of the functional location are managed in the Business Workspace, which is attached to a SAP Functional Location Hierarchy of Functional Locations according to SAP PM structure New or changed documents

6 Equipment Business Workspace Enterprise Asset Management in Microsoft SharePoint Technical documents like drawings, manuals, etc. of the piece of equipment are managed in the Business Workspace, which is attached to a SAP equipment Hierarchy of related equipment according to SAP PM structure

7 Material Business Workspace Enterprise Asset Management in Microsoft SharePoint SharePoint users can access attributes of SAP Material Management. Bill of Material Material documents like specifications, purchasing information or import / trade information are managed in Business Workspace, which is attached to a SAP material Related Vendors delivering the material New or changed material documents

8 Vendor Business Workspace Enterprise Asset Management in Microsoft SharePoint SAP Vendor Data Standardized folder structure for Vendor workspaces Related Materials of Vendor

9 Vendor Business Workspace Enterprise Asset Management in SAP NW Business Client

10 Vendor Business Workspace Enterprise Asset Management in Extended ECM Web UI Vendor attributes from SAP Complete vendor documentation Vendor KPIs at a glance Related material Recent Changes

11 360 View on Vendor and related Purchase Orders SAP Vendor Folder ECM workspaces with folders, documents and correspondence Sourcing / RFx projects Purchase Orders 2011 SAP AG. All rights reserved. 11

12 Automating Accounts Payable OpenText Invoice Management Solution 12 Copyright OpenText Corporation. All rights reserved.

13 Multiple input channels and production instances HUB HUB HUB Digital Signature Validation Hubs and Portals SAP Information Interchange On Demand SAP Business Suite Supplier Invoice Processing Payment ERP EDI $ Y SRM Fax FAX Paper Document Scan e.g. Enterprise Scan Automated reconciliation and posting Invoice Capture Center Automated reconciliation and posting Vendor Invoice Management Pay ERP (FI/AP) Document Archiving & Viewing e.g. Archiving for SAP Solutions

14 Document processing: OCR delivers highest quality High productivity handling OCR exceptions using synchronized image and data views

15 Exception processing Price discrepancy Best practices exception handling One-click access to supporting information Role-based process options Transparent role-based routing Complete process history

16 Invoice approval everywhere (Blackberry, iphone, ipad, Android)

17 Reporting at a glance: The KPI dashboard Filter Drill down Aggregated KPI values Direct integration ERP Monthly trend

18 Compliance for Employee Documents OpenText Employee File Management Copyright OpenText Corporation. All rights reserved.

19 Opentext Employee File Management Capture: Scan, Drag & Drop Barcode, , Self-Service Upload, Mass Import. Flexible Folder Structure HR Processes, Follow Up, Workflow Web Access for HR Professionals, Manager & Employee Self Service SAP Employee File Management by OpenText SAP GUI Retrieval for HR Professionals Guest -User Access Integration of SAP Documents and SAP Interactive Forms by Adobe Reporting Employee Interaction Center Secure Archiving Secure Deletion and Retention Management Activity Logging

20 User Experience: Web UI with Thumbnail Browsing SAP Employee File File Management Management Flexibly change screen layouts

21 User Experience: Integration to SAP HCM SAP Employee File Management Access employee documents directly from SAP HCM transactions (PA20/PA30)

22 Flexible Folder Structure SAP Employee File Management

23 Shape Process with Business Framework OpenText Smart Business Application 23 Copyright OpenText Corporation. All rights reserved.

24 Industry Solutions Talent Management New Account Opening Legal Communication Work Order Management Energy Application for Expenditure Employee Self Service Customer Service Management Legal New Matter Intake Aggregate Spend Purchase Requisition Business Solutions Human Resources Customer Service Contracts Management Facilities Management Shared Services

25 A better way to guide consistent outcomes Rapid design forms to capture all necessary customer information Integration to back-end systems to speed customer identification, improve access to records, and expedite responses Step-by-step guidance based on inquiry types Pre-defined scripts, service levels, escalations, etc. Common views of contacts, accounts, and locations Knowledge Worker

26 A better way to collaborate on work Collaboration across multiple cases and stakeholders 360 degree view of customer policies, documents, correspondence Linked relationships across customers, advisors, brokers, Integration of information across front and back end systems Customer Service Agent

27 A better way to see your operations Examine business trends Monitor SLA s and respond to potential bottlenecks Manage team productivity and workload balancing Escalate work priorities Manager

28 Dynamic Billing with Potential Revenue OpenText Document Presentment Copyright OpenText Corporation. All rights reserved.

29 OpenText Document Presentment Improves Customer Experience while Reducing Costs CIO Reduce cost and rapidly respond to business needs COO/CFO Improve operational efficiencies CMO Reduce time to market and improve campaign effectiveness Objective Reduce cost and complexity of multi-channel document generation and distribution Automate and optimize all business processes Maximize the impact of each customer communication Efficiency Centralize document control Integrate with SAP business processes Reduce IT burden Improve reliability and accuracy through document automation Provide consistent information across all channels Up/Cross-sell on customer documents Improve customer loyalty Cost Reduce costs and complexity Make changes in real time Improve reliability and accuracy through document automation Provide consistent information across all channels Increase campaign effectiveness at reduced cost Customer Experience Customer driven delivery channel 360 view of customer communication Proactive, personalized communication Multi-lingual and graphical documents Improve customer service Improve customer satisfaction

30 Opentext Document Presentment Overview Document Composition Transform ordinary customer communications into powerful, one-to-one marketing channels Document Process Automation Improve customer, partner and supplier relations by streamlining documentintensive business processes Enterprise Document Presentment Consolidate, produce and deliver customized documents when and where you want them Business User Enablement Line-of-business users can design and deliver one-to-one messages by including targeted content on any type of enterprise document

31 Improve Customer Communication Customer Billing & Correspondence IDES Customer 027 Whitman Dr. Denver, CO Dynamic branding Bar codes for document automation Targeted customer service message OMR codes for optimized enveloping and mailing Transactional data Clear historical comparisons and graphs Educate and inform Targeted marketing messages based on customer profile 2011 SAP AG. All rights reserved.

32 Thank You 2011 SAP AG. All rights reserved. 38