Business Transformation with ECM for SAP

Paul Unsworth

NASDAQ: OTEX, TSX: OTC # EIM 140 Offices around the world $1 Billion.3 Global Revenue 80 k Customers 550 k Trading Partners 20 years # of Innovation 8000 # of Employees 16 Billion # of Transactions OpenText Confidential. All Rights Reserved. 3

20 Years of Innovation & Partnership Content Enriched Business Process Transformation Cloud HANA #1 Solution Extension Partner 4000+ Customers 12 Resell Solutions ArchiveLink Co-Development Co-Development of DoD 5015.2 certified Records Management Solution Extension Partnership (Reselling) First ISV Powered by SAP NetWeaver Mobile OpenText Confidential. 2014 All Rights Reserved. 4

Suite for SAP Collaboration in SAP Portal Portal Connect Secure Content Synch and Sharing Tempo Box Content Enriched Processes for Oracle Extended ECM for EBS SAP Business Process and SP Governance SharePoint Services for Extended ECM Streamlined Accounts Payable Vendor Invoice Mgt Automated Digital Employee File Management Employee File Mgt Digital Receipt Handling for Expense Mgt Travel Receipts Mgt Content Enriched Business Processes Extended ECM for SAP Content Lifecycle Management Content Suite Platform Secure and Compliant Storage of Information Archiving 360 Degree Information Access Document Access Content Generation Personalization Communication Document Presentment Web Content Mgt for SAP Portal Portal Site Mgt (WEM) Rich Media Management Digital Asset Mgt Ariba Success Factors hybris SAP Business Suite SharePoint Office 365 Oracle GXS Cloud Mobile Social Hana OpenText Confidential. 2014 All Rights Reserved. 5

Definition Business transformation is defined as a complex organizational change process affecting the entire value chain that has the potential to radically alter the company's relationship with the wider economic and societal environment. - Business Transformation Academy https://www.bta-online.com/what-we-do/research/business-transformation-management/ OpenText Confidential. 2014 All Rights Reserved. 6

What drives Business Transformation Globalization Digital Customer Hyper connected World New markets Global scale Market consolidation (M&A) Global Regulations Powerful Devices ubiquitous access to information social networks Big Four innovations Cloud, Mobility Big Data, Social Global Organization Empowered Customer New value chains, new business models OpenText Confidential. 2014 All Rights Reserved. 7

Extended ECM Content-Enables Numerous Processes across the Enterprise Project Management (E&C, R&D, etc.) 3rd Party Collaboration IP & Knowledge Mgmt. Supplier Information Management Contract Management Sourcing Strategies Order Management Enterprise Asset Mgmt. Distribution / Logistics Product Lifecycle Mgmt. Quality Management Brand Asset Management Collateral Management Campaign Management Account Management Contract Management Customer Communications Multi-channel Customer Service Case Management Planning / Product Development Procurement Production & Operation Sales & Marketing Customer Service Human Resources Finance IT Legal Employee File Management Talent Sourcing & Acquisition Reward & Retain HR Record Retention Policy Management Vendor Invoice Management Expense Reimbursement Collections Dispute Management Customer Invoicing Archive Data And Content Consolidate ECM Systems Paper Archive Elimination Legacy Decommissioning Information Retention Enterprise Records Management Automated Compliance ediscovery Contract Management OpenText Confidential. 2014 All Rights Reserved. 8

Business Transformation with ECM for SAP Content Enriched Business Processes Unique Business Value Process Drives the Work Content Provides the Context OpenText Confidential. 2014 All Rights Reserved. 9

Manage Enterprise Content in Context of Structured Business Processes Core Business Processes Content Old Paradigm Content Managed Separately from Core Business Processes Preserve/Destroy Content enriched Business Processes New Paradigm Content Integrated With Core SAP Business Processes (e.g. ECC, SRM, CRM, PPM) Preserve/Destroy Create/Capture Create/Capture Store/ Secure Review/ Collaborate Store/ Secure Review/ Collaborate Access/Distribute Access/Distribute OpenText Confidential. 2014 All Rights Reserved. 10

Innovation with SAP ECM by OpenText Where do we deliver Innovations? Solutions? How do we drive value? CONTENT & PROCESS Business Transformation Cost Document management cost Review and approval process Search & Discovery costs FRONT END Collaboration Agility Accelerate business decisions Accessibility & Collaboration Streamlined Communication BACK END Content Lifecycle Mgmt. Compliance Improve process compliance Secure records management Manage regulated processes OpenText Confidential. 2014 All Rights Reserved. 11

Enabling Business Transformation with OpenText Suite for SAP Supplier Excellence Product Excellence Customer Excellence Workforce Excellence Asset Excellence Finance Excellence content-enriched business processes OpenText Confidential. 2014 All Rights Reserved. 13

Business Value Solutions Solutions tailored to meet specific SAP business process requirements Supplier Excellence Finance Excellence Strategic Sourcing Supplier & Contract Mgmt Order to Pay Customer Invoicing Collections Expense Mgmt Accounts Payable Product Excellence Asset Excellence Product Lifecycle Mgmt Quality Mgmt Project Mgmt Logistics & Distribution Enterprise Asset Mgmt EH&S Mgmt Real Estate Mgmt Capital Projects Well File Mgmt Customer Excellence Workforce Excellence Brand Asset Mgmt Sales Account Mgmt Sales Order Mgmt Customer Billing & Service Manage Employee Info Talent Sourcing & Acquisition Reward & Retain OpenText Confidential. 2014 All Rights Reserved. 14

Cloud Deployment Models Talent Hybrid Full Cloud HCM Side by Side HCM Talent Solutions, Workforce Planning, Workforce Analytics Cloud HR Core HR (Employee Central) Talent Solutions Workforce Planning and Workforce Analytics Talent Solutions, Workforce Planning, Workforce Analytics Cloud Core HR Cloud Core HR Extended ECM Subsidiaries Delivered and Maintained Integration Core HR SAP Employee File Management by OT SAP ERP SAP xecm by OT SAP ERP Headquarters Core HR SAP Employee File Management by OT SAP ERP Value centralized and compliant 360 view - integrated ERP business processes case management - records mgmt. Flexible, globally scalable compliant Roadmap *EFM SF cloud connector Release 4.0 - Oct. 2013 Hosting available today. *EC integrations Blueprint Roadmap - planned *xecm Cloud Roadmap Released - planned Hosting available today. *EC integrations Blueprint Roadmap - planned *xecm Cloud Roadmap Released - planned OpenText Confidential. 2014 All Rights Reserved. 15

Key Benefits for Human Resources CIO Leverage existing SAP ERP investment and extend business value and leverage VP HR HR Shared Services HR IT Manager Compliance Manager Talent Management Increase Process Efficiency Reduce Cost Mitigate Risk Agile Service Delivery Talent Management Strategies Employee Engagement Process and Costs First call resolution Access to non-sap content Quick Search Reduce Paper Tourism Reduce storage costs One Platform Strategy Reduction of training and administration costs Consolidation of IT systems and reduction of interfaces Reduction of storage costs Enterprise-wide Records Management for SAP and non-sap content Single set of retention policies to management content lifecycle Reduced corporate exposure to litigation and regulations 16 OpenText Confidential. 2014 All Rights Reserved. 16

SAP Employee File Management by OpenText Capture: Scan, Drag & Drop Barcode, email, Self-Service Upload, Mass Import. Flexible Folder Structure Cloud Connector Web Access for HR Professionals, MSS,ESS SAP Employee File Management by OpenText SAP GUI Retrieval for HR Professionals Mobile Access Guest -User Access HR Processes, Follow Up, Workflow Reporting Integration of SAP Documents and SAP Interactive Forms by Adobe Shared Services Secure Archiving Secure Deletion and Retention Management Activity Logging Framework OpenText Confidential. 2014 All Rights Reserved. 17

Business Value Solutions Solutions tailored to meet specific SAP business process requirements Supplier Excellence Finance Excellence Strategic Sourcing Supplier & Contract Mgmt Order to Pay Customer Invoicing Collections Expense Mgmt Accounts Payable Product Excellence Asset Excellence Product Lifecycle Mgmt Quality Mgmt Project Mgmt Logistics & Distribution Enterprise Asset Mgmt EH&S Mgmt Real Estate Mgmt Capital Projects Well File Mgmt Customer Excellence Workforce Excellence Brand Asset Mgmt Sales Account Mgmt Sales Order Mgmt Customer Billing & Service Manage Employee Info Talent Sourcing & Acquisition Reward & Retain OpenText Confidential. 2014 All Rights Reserved. 24

What Matters Most? Excelling so customers continue to choose you! 80% of companies rate customer experience as a top strategic objective 2 71% of customers ended business relationship due to poor customer service 1 5% increase in customer retention can increase profits by 25% - 95% 1 1) SAP: Ready for 21st Century Marketing? 2) SAP/Bloomberg Business Week OpenText Confidential. 2014 All Rights Reserved. 25

What Do the Best Achieve? Best run companies keep their customers. Best run companies have more satisfied customers. Customer retention rate for all customers over the last three years Percentage of satisfied customers 86% Top Performer 95% Top Performer Note: Best = Top 25%, Low = Bottom 25%, benchmark data APQC 2012 Data provided by APQC. 1992-2012 APQC. ALL RIGHTS RESERVED. www.apqc.org/osbc OpenText Confidential. 2014 All Rights Reserved. 26

Challenges in customer invoicing Customers expect fast and informed interactions anytime, anywhere Higher complexity: new and traditional channels to send invoices; convergence of customer service, sales and marketing New regulations require additional diligence to deliver compliant invoices Centralization and harmonization conflicts with local printing and mailing Requires new ways to consistently manage customer interactions across all touch points OpenText Confidential. 2014 All Rights Reserved. 27

Best practices for achieving excellence in customer invoicing 1 Optimize process first 3 Continuous improvement Utilize secure & compliant repository Utilize captive audience for marketing Unique aspects per customer Increase invoice speed and accuracy 2 Eliminate manual steps Leverage electronic bill presentment Eliminate bundling of paper billing 4 Use what you have SAP CRM Unstructured document integration OpenText Confidential. 2014 All Rights Reserved. 28

How best in class customer invoicing works Personalized Document Composition Document Generation Document Consolidation Document Distribution Targeted Communications Automated and Integrated Archiving Improve customer experience: customized, proactive, 360 degree view Improve operational efficiencies: automate document process in real-time OpenText Confidential. 2014 All Rights Reserved. 29

Document composition Transform ordinary customer communications into powerful one-to-one marketing Bar codes for document automation Dynamic branding based on business unit Targeted customer service notice based on customer profile Clear presentation using historical comparisons and graphs Educate and inform customer: additional information in context OMR codes for optimized enveloping and mailing Personalized marketing messages with hyperlink OpenText Confidential. 2014 All Rights Reserved. 30

360 degree customer view Customer Workspace Fast access to all customer documents and other unstructured content in context of business partner All documents in one place ERP (IS-U), CRM etc. SAP Document Presentment Integration Reprint / resend documents Welcome Package Delivery Note Bills Service Report Campaign Documents Order Self-service Assets Friendly Reminder Campaign Letter Order Confirmation Correspondence Dunning Letter Marketing Price Sheet Service Order Dispute Signed Contract OpenText Confidential. 2014 All Rights Reserved. 31

How do the best achieve this? Combine financial data, processes and content Integrate management of financial data and documents Provide seamless collaboration for SAP and non-sap users Customer Invoicing Collections Optimize and automate for process transparency Expense Management Maintain documentation security and compliance Accounts Payable Replace human touch points with business rule processing to increase efficiency while eliminating fraud OpenText Confidential. 2014 All Rights Reserved. 32