Business Transformation with ECM for SAP
Paul Unsworth
NASDAQ: OTEX, TSX: OTC
$1.3
#
Billion
years
Global Revenue
# of Innovation
k
80
EIM
140
Offices around the world
20
8000
Customers
# of Employees
550k
16
Billion
Trading Partners
# of Transactions
OpenText Confidential. © All Rights Reserved.
3
20 Years of Innovation & Partnership
HANA
Cloud
Content Enriched Business
Process Transformation
#1 Solution
Extension Partner
4000+ Customers
12 Resell
Solutions
Mobile
Co-Development of DoD 5015.2 certified
Records Management
Solution Extension Partnership
(Reselling)
First ISV Powered
by SAP NetWeaver
ArchiveLink
Co-Development
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Suite for SAP
Collaboration in
SAP Portal
Portal Connect
Streamlined
Accounts Payable
Vendor Invoice Mgt
Automated Digital
Employee File
Management
Employee File Mgt
Digital Receipt
Handling for
Expense Mgt
Secure Content
Synch and Sharing
Content Enriched
Processes for Oracle
Tempo Box
Extended ECM for EBS
Cloud
SharePoint Services for
Extended ECM
Content Generation
Personalization
Communication
Content Enriched
Business Processes
Extended ECM for SAP
Document Presentment
Content Lifecycle
Management
360 Degree
Information Access
Content Suite Platform
Document Access
Web Content Mgt
for SAP Portal
Portal Site Mgt (WEM)
Secure and Compliant
Storage of Information
Rich Media
Management
Archiving
Travel Receipts Mgt
Ariba Success Factors
SAP Business Process
and SP Governance
Digital Asset Mgt
hybris SAP Business Suite SharePoint Office 365 Oracle GXS
Mobile
Social
Hana
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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/
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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
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Extended ECM Content-Enables
Numerous Processes across the Enterprise
 Project Management
 Supplier Information
Management
 Enterprise Asset Mgmt.
 Brand Asset Management
 3rd Party Collaboration
 Distribution / Logistics
 Collateral Management
 Contract Management
 IP & Knowledge Mgmt.
 Product Lifecycle Mgmt.
 Campaign Management
 Sourcing Strategies
 Quality Management
 Account Management
(E&C, R&D, etc.)
 Order Management
Planning /
Product
Development
 Contract Management
Production &
Operation
Procurement
 Customer
Communications
 Multi-channel Customer
Service
 Case Management
Sales &
Marketing
Customer
Service
Human Resources
Finance
IT
Legal
 Employee File Management
 Vendor Invoice Management
 Archive Data And Content
 Talent Sourcing & Acquisition
 Expense Reimbursement
 Consolidate ECM Systems
 Enterprise Records
Management
 Reward & Retain
 Collections
 Paper Archive Elimination
 Automated Compliance
 HR Record Retention
 Dispute Management
 Legacy Decommissioning
 eDiscovery
 Policy Management
 Customer Invoicing
 Information Retention
 Contract Management
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Business Transformation with ECM for SAP
Content Enriched Business Processes
Unique Business Value
Process
Drives the Work…
Content
…Provides the Context
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9
Manage Enterprise Content in Context of
Structured Business Processes
Old Paradigm
New Paradigm
Content Managed Separately from
Core Business Processes
Content Integrated With
Core SAP Business Processes
(e.g. ECC, SRM, CRM, PPM)
Core
Business
Processes
Content
Content –
enriched
Business
Processes
Preserve/Destroy
Preserve/Destroy
Create/Capture
Store/
Secure
Create/Capture
Store/
Secure
Review/
Collaborate
Access/Distribute
Review/
Collaborate
Access/Distribute
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Innovation with SAP ECM by OpenText
Where do
Innovations?
Where
dowe
wedeliver
deliver
Solutions?
Howdo
do we
we drive
How
drivevalue?
value?
Cost
CONTENT & PROCESS
Business
Transformation
FRONT
END
Agility
Collaboration
Compliance
BACK
END
Content
Lifecycle Mgmt.

Document management cost

Review and approval process

Search & Discovery costs

Accelerate business decisions

Accessibility & Collaboration

Streamlined Communication

Improve process compliance

Secure records management

Manage regulated processes
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Process-centric Collaboration without Barriers
ECM Web
SAP ECC
MS Windows
E-mail & MS
Office
SAP CRM / SRM
SAP Portal
MS SharePoint
Mobile Devices
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Enabling Business Transformation
with OpenText Suite for SAP
 Supplier
Excellence
 Product
Excellence
 Customer
Excellence
 Workforce
Excellence
 Asset
Excellence
 Finance
Excellence
content-enriched business processes
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13
Business Value Solutions
Solutions tailored to meet specific SAP business process requirements
Supplier Excellence
Strategic
Sourcing
Supplier &
Contract Mgmt
Finance Excellence
Order to Pay
Customer
Invoicing
Collections
Product Excellence
Product
Lifecycle Mgmt
Quality
Mgmt
Project
Mgmt
Sales Account
Mgmt
Accounts
Payable
Asset Excellence
Logistics &
Distribution
Customer Excellence
Brand Asset
Mgmt
Expense
Mgmt
Customer Billing
Sales
& Service
Order Mgmt
Enterprise
Asset Mgmt
EH&S
Mgmt
Real Estate
Mgmt
Capital
Projects
Well File
Mgmt
Workforce Excellence
Manage
Employee Info
Talent Sourcing
& Acquisition
Reward &
Retain
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Cloud Deployment Models
Talent Hybrid
Talent Solutions,
Workforce Planning,
Workforce Analytics
Full Cloud HCM
Side by Side HCM
Cloud
Core
HR
Cloud HR
Core HR (Employee Central)
Talent Solutions Workforce
Planning and Workforce
Analytics
Extended ECM
Talent Solutions,
Workforce Planning,
Workforce Analytics
Cloud
Core HR
Subsidiaries
Delivered and Maintained Integration
Headquarters
Core HR
Value
Roadmap
Core HR
SAP Employee File
Management by OT
SAP xECM by OT
SAP Employee File
Management by OT
SAP ERP
SAP ERP
SAP ERP
centralized and compliant
*EFM SF cloud connector
Release 4.0 - Oct. 2013
360 view - integrated ERP business processes
– case management - records mgmt.
Hosting available today. *EC integrations
Blueprint Roadmap - planned *xECM Cloud
Roadmap Released - planned
Flexible, globally scalable compliant
Hosting available today. *EC integrations
Blueprint Roadmap - planned *xECM Cloud
Roadmap Released - planned
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Key Benefits for Human Resources
CIO
Leverage existing SAP ERP investment and extend
business value and leverage
Talent Management
HR IT
Manager
HR Shared
Services
VP HR
Increase Process
Efficiency

Agile Service Delivery

First call resolution

Talent Management
Strategies

Access to non-SAP
content

Employee
Engagement

Process and Costs

Quick Search

Reduce Paper Tourism

Reduce storage costs
Reduce Cost
Compliance
Manager
Mitigate Risk

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
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SAP Employee File Management by OpenText
Web Access for HR
Professionals,
Capture:
Scan, Drag & Drop
Barcode,
eMail, Self-Service
Upload , Mass Import.
Cloud Connector
SAP GUI Retrieval
for HR Professionals
MSS,ESS
Mobile Access
Flexible
Folder Structure
SAP Employee
File Management
by OpenText
Guest -User
Access
HR Processes,
Follow Up, Workflow
Integration of SAP
Documents and SAP
Interactive Forms by
Adobe
Reporting
Shared Services
Secure Archiving
Secure Deletion
and
Retention
Management
Framework
Activity Logging
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SAP HCM Integration
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Manager Self-Service Integration
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Mobile Access
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SuccessFactors Homepage Integration with
EFM
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HR Case Management – Long Term Disability
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HR Case Management – Wrongful Termination
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Business Value Solutions
Solutions tailored to meet specific SAP business process requirements
Supplier Excellence
Strategic
Sourcing
Supplier &
Contract Mgmt
Finance Excellence
Order to Pay
Customer
Invoicing
Collections
Product Excellence
Product
Lifecycle Mgmt
Quality
Mgmt
Project
Mgmt
Sales Account
Mgmt
Accounts
Payable
Asset Excellence
Logistics &
Distribution
Customer Excellence
Brand Asset
Mgmt
Expense
Mgmt
Customer Billing
Sales
& Service
Order Mgmt
Enterprise
Asset Mgmt
EH&S
Mgmt
Real Estate
Mgmt
Capital
Projects
Well File
Mgmt
Workforce Excellence
Manage
Employee Info
Talent Sourcing
& Acquisition
Reward &
Retain
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What Matters Most?
Excelling so customers continue to choose you!
80%
of companies rate customer
experience as a top
strategic objective2
71%
of customers ended business
relationship due to poor
customer service1
5%
increase in customer
retention can increase
profits by 25% - 95%1
1) SAP: Ready for 21st Century Marketing?
2) SAP/Bloomberg Business Week
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What Do the Best Achieve?
“
Best run companies keep their
customers.
”
Customer retention rate for all
customers over the last three years
86% Top Performer
“
Best run companies have more
satisfied customers.
”
Percentage of satisfied customers
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”
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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
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Best practices for achieving excellence in
customer invoicing
1
2
Optimize process first
3
Continuous improvement
 Utilize secure & compliant
repository
 Utilize captive audience for
marketing
 Unique aspects per customer
 Increase invoice speed and
accuracy
Eliminate manual steps
 Leverage electronic bill
presentment
 Eliminate bundling of paper
billing
4
Use what you have
 SAP CRM
 Unstructured document
integration
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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
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Document composition
Transform ordinary customer communications into powerful one-to-one marketing
Dynamic branding
based on business
unit
Bar codes for
document automation
Clear presentation
using historical
comparisons and
graphs
Targeted customer
service notice based
on customer profile
OMR codes for
optimized enveloping
and mailing
Educate and inform
customer: additional
information in context
Personalized
marketing messages
with hyperlink
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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
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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
Optimize and automate for process
transparency
Maintain documentation security and
compliance
Customer
Invoicing
Collections
Expense
Management
Accounts
Payable
Replace human touch points with business
rule processing to increase efficiency while
eliminating fraud
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Thank YOU
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