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Make Customer Documentation Work for You in the Utilities Industry
 

Make Customer Documentation Work for You in the Utilities Industry

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It’s no secret where your greatest expenditures in customer service occur. What if you could reduce your cost to serve in billing, payment, and call center operations? And what if you could combine ...

It’s no secret where your greatest expenditures in customer service occur. What if you could reduce your cost to serve in billing, payment, and call center operations? And what if you could combine that benefit with the ability to add tailored marketing messages to each bill you present? With the SAP Document Presentment application by OpenText, you can do both. You can discover a wealth of ways to use more effective communication to improve call center resolution rates, increase overall customer satisfaction, and generate new value – without adding resources.

SAP Document Presentment streamlines the creation and delivery of bills, notices, and other customer documents – and increases their impact – by integrating with output from enterprise resource planning software. It helps you build an environment for optimized, high-volume document processing without IT intervention.

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    Make Customer Documentation Work for You in the Utilities Industry Make Customer Documentation Work for You in the Utilities Industry Presentation Transcript

    • SAP Solution BriefSAP NetWeaver Objectives Solution Benefits Quick FactsSAP Document Presentment by OpenText Make Customer Communication Work for You in the Utilities Industry
    • Objectives Solution Benefits Quick Facts Keeping communication fast, accurate, and valuableKeeping communication fast, With the SAP® Document Presentment application by OpenText, you canaccurate, and valuable reduce the number of service center calls and improve collections by simplifying invoices. And you can turn bill presentation into an opportunity for one-to-one marketing communications. Nontechnical users can selectively and more easily embed messaging for cross-sell and up-sell into customer documentation. It’s no secret where your greatest expendi- SAP Document Presentment streamlines the tures in customer service occur. What if you creation and delivery of bills, notices, and could reduce your cost to serve in billing, pay- other customer documents – and increases ment, and call center operations? And what if their impact – by integrating with output from you could combine that benefit with the ability enterprise resource planning software. It to add tailored marketing messages to each helps you build an environment for optimized, bill you present? With the SAP Document Pre- high-volume document processing without sentment application by OpenText, you can do IT intervention. both. You can discover a wealth of ways to use more effective communication to improve call center resolution rates, increase overall cus- tomer satisfaction, and generate new value – without adding resources. 2
    • Objectives Solution Benefits Quick Facts Getting a double paybackGetting a double payback You already use SAP software to integrate and ask your staff to explain bills. That means automate internal business processes. SAP fewer calls to your service center, which canOptimizing the document Document Presentment is designed for use add up to considerable savings in time andproduction process with that existing landscape. So it lets you money. expand the value of existing IT investments andImproving service while significantly lower operational costs related to But the application also enables your businessholding down costs documentation. Plus, you can serve customers users to personalize each document based on better and profit more from what you know a customer’s profile and billing information,Personalizing every document about them. even when you serve millions of customers.with what you already know Without extra IT assistance, marketing and Let’s look at the benefits of clarity of presen- sales personnel can deliver targeted messages tation first. Easily understandable documen- that increase your opportunities to win new tation helps reduce the number of calls to revenue. Wouldn’t it be nice to find more ways to reduce your cost to serve? Take a look at doing more with less through efficient, personalized communications. 3
    • Objectives Solution Benefits Quick Facts Optimizing the document production processGetting a double payback Whether your printing and shipping operations formats with SAP Document Presentment. In are in-house or outsourced, proper prepara- business units that generate large numbers ofOptimizing the document tion of input is crucial for best results. With customer bills, you save considerable time byproduction process SAP Document Presentment, you can opti- not reformatting content manually. mize production, printing, insertion, franking,Improving service while and posting. You can process output from You can also dynamically generate documentsholding down costs other SAP applications and sort and bundle – including multiple brand elements such as bills, adding optical mark recognition (OMR) logos, graphics, and details on company divi-Personalizing every document symbols where appropriate. sions or offices. You can print on blank paperwith what you already know and still leave your mark. Eliminating the need Input to high-volume print devices must typi- for preprinted forms avoids the cost associ- cally meet requirements for the technical for- ated with procuring and handling them – while mat specified by the manufacturer. You can boosting your agility to promote new services. produce output in any one of those proprietary No more fretting with multiple preprinted forms. Think of the time and paper you can save. 4
    • Objectives Solution Benefits Quick Facts Improving service while holding down costsGetting a double payback With SAP Document Presentment, you can to customers in a preferred channel and for- design and produce more effective customer mat. All these approaches help reduce theOptimizing the document communications without additional resources. number of calls for support and contributeproduction process When you present information in a visually to a positive customer experience. clear format, customers are less likely to beImproving service while confused, even if their statements are complex. With SAP Document Presentment, you canholding down costs You can make billing data visual for quicker automatically generate an archive copy of absorption and retention, using bar graphs, pie every customer document. When a supportPersonalizing every document charts, and business illustrations. Or you can call does come in, the support representativewith what you already know include comparisons with historical data to put who takes the call can simply open the archive things in context for the reader. You can choose copy for reference. Because both parties on to regenerate documents on demand from the the call can view the same content, issue raw data in SAP software and redistribute them resolution is easier and quicker. Enhance the customer experience by making bills visually attractive, personalizing add-ins, and delivering both in the medium preferred by the customer. 5
    • Objectives Solution Benefits Quick Facts Personalizing every document with what you already knowGetting a double payback Your SAP applications already contain exten- Based on account history of services and sive information repositories that collectively usage rates, you can also generate relevantOptimizing the document hold a complete picture of your customer special offers. Other accompanying messagesproduction process data. With SAP Document Presentment, you can contain tips on conservation or other can draw on that background to add promo- sustainability initiatives, as well as noticesImproving service while tional or informational messages dynamically of service events, special offers, or policyholding down costs to customer documents. Marketing staff changes. And with SAP Document Present- themselves manage the rules and indicators ment, there is minimal or no change to yourPersonalizing every document by which they tailor messages, for example, other SAP software. From day one, businesswith what you already know according to market segment or services users across your extended enterprise can used. Within a single production run, you can create and control use of these personalized produce individual bills in different languages, and dynamic messages without IT assistance. for example, to accommodate local needs. Marketing folks are always looking for quicker, cheaper ways to target messaging. You can empower them with this application as never before. 6
    • Objectives Solution Benefits Quick Facts Adding up the benefitsAdding up the benefits With this agile solution, you can make jobs distribution, which reduces billing costs while across your enterprise easier – for stakehold- providing greater value through flexible format ers in technical development, customer ser- and delivery. Second, you lower your cost to vice, and product marketing alike. You can serve and days sales outstanding through communicate effectively with your customers, clear statements and notices that help keep partners, and suppliers through automated the number of calls to customer support to a creation and presentation of documents in minimum. Third, you have the tools to quickly any format and channel. You initiate more implement targeted campaigns through profitable customer communications more message personalization and the ability to quickly and at lower cost. respond rapidly to billing changes. And fourth, you harness this power simply by unlocking There are four principal benefits you gain from key information already stored in your SAP using SAP Document Presentment. First, you applications, so that you can profit from what optimize high-volume production printing and you know. 7
    • www.sap.com Objectives Solution Benefits Quick Facts Summary Solution Efficient processing of vast numbers of per- •• Optimized high-volume document prepa- sonalized documents helps you lower costs, ration with input integrated from SAP increase value, and raise customer satisfac- software tion. It makes communications more effective •• Efficient printing and delivery, in-house or and reduces the number of calls for support. outsourced You can fully harness the power of customer •• Ability to address customers individually, information in your SAP® applications. You according to profile and billing information can consolidate and accelerate your existing •• Transformation of regular statements bill presentation processes, create or capital- and notices into one-to-one marketing ize on revenue-generating opportunities, and messages reduce your cost to serve. Benefits Objectives •• Increase customer satisfaction by present- •• Reduce document processing costs while ing bills in the recipient’s preferred language, extending the value of SAP software format, and channel •• Improve the effectiveness of bills and other •• Discover and exploit opportunities for new customer communications revenue generation •• Keep customers happy while enabling •• Reduce cost to serve and days sales out- up-sell and cross-sell standing with clear communications •• Reduce call center costs Learn more Call your SAP representative, or visit us online at www.sap.com/solutions/solutionextensions. CMP9993 (12/04)Copyright/Trademark | Privacy | Impressum 8 ©2012 SAP AG. All rights reserved.