Ongestructureerde informatie efficienter beheren en integreren - SAP

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SAP Forum
19 september 2012, ’s-Hertogenbosch

Experience Tour

Spreker:
Richard Verbeek
Principal Solution Consultant

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Ongestructureerde informatie efficienter beheren en integreren - SAP

  1. 1. Ongestructureerde informatie efficienterbeheren en integrerenRichard Verbeek, Principal Solution Consultant
  2. 2. ECM Solutions Becoming an IntegralPart of Core Business Processes© 2012 SAP AG. All rights reserved. 2
  3. 3. How many ECM solutions does your organization have?Source: Forrester October 2009 Global ECM Online Survey© 2012 SAP AG. All rights reserved. 3
  4. 4. The Challenges faced with Unmanaged Content Reduced business process efficiency Content locked in siloed, Inability to find needed fragmented content management information amongst applications Inefficient paper- growing volume of content based processes Content not retained for legally Increased regulation requiring required duration, or kept too long auditable content lifecycle records Increased legal and compliance risk© 2012 SAP AG. All rights reserved. 4
  5. 5. Weaving Content into Business Processes The value of organizational content is greatly when its not managed in the context of the transaction it supports. The benefit of Enterprise Content Management is delivering the to the in the© 2012 SAP AG. All rights reserved. 5
  6. 6. Best Practices for ECM in SAP within your organization can no longer be left as an . It is critical part of running a successful business.© 2012 SAP AG. All rights reserved. 6
  7. 7. OpenText Suite for SAP® Solutions Sales/ Services Operations R&D HR NON SAP/ECM User SAP User IT Finance Purchasing Portal Site Portal Content Extended ECM Employee File Travel Invoice Digital Asset Document Management Management Management Receipts Management Management Presentment Management and OCR Powerful Intranet-/ Document Best of Breed Automate Automate receipt Minimize data Optimized Automate Extranet authoring Management and ECM with unique HR File handling and capture effort management of document and publishing Collaboration SAP Integration administration streamline and human rich media generation andembedded into SAP embedded into SAP Business and enable self expense intervention. assets perso-nalization NetWeaver Portal NetWeaver Portal Workspaces, service management (e.g. billing and Enterprise and Enterprise Streamline Integrate media flexible Uis, scenarios process statements) Workspaces Workspaces accounts into marketing Enterprise payable communi- Streamserve Records processes cations Management Document Access 360 degree information accessArchivingSecure, compliant, cost-efficient storage of information, imaging and archiving© 2012 SAP AG. All rights reserved. 7 7
  8. 8. SAP Extended ECM by Open Text Unique Capability to Complete Content Deep Integration with ‘Content Enrich’ SAP Lifecycle Management SAP Business Processes ECM + Business Suite =  Document Management  Deep connection with SAP Data  Project Management  Collaboration structures  Quality Management  Capture  Seamless integration with  Investigative Case Management various SAP UIs  Workflow  Enterprise Asset Management  Workspaces developed to  Content Access  Store Lifecycle Management natively extend SAP processes  Records Management with ECM  Fraud Prevention Management  Archiving  And Many Others!Key Benefits:• Improve Business Process Efficiency by Connecting Content to Process• Improve Regulatory Compliance by Managing Content Through Its Lifecycle© 2012 SAP AG. All rights reserved. 8
  9. 9. Providing Accessibility to Beyond SAP SAP User Non-SAP User SAP Non-SAP Related Content Related Content© 2012 SAP AG. All rights reserved. 9
  10. 10. Building ECM Solutions on the SAP BusinessModel Material Supplier, PO Workspace Workspace Materials Supplier SAP MM SAP FI, SRM SAP PM ProjectsAssets & Plants Project SAP PS WorkspaceEQUI, FLOC SAP SD, CRM Workspace SAP PLM, QM Customers Products Customer Workspace Product Workspace© 2012 SAP AG. All rights reserved. 10 10
  11. 11. Extended ECM for ProcurementContent Management for key process areas Procurement Develop Sourcing Select Suppliers and Order Materials Appraise and Strategies manage Contracts and Services develop Suppliers Extended ECM provides Content Workspaces for key SAP Business Objects: Purchasing Contract Shopping Cart Vendor (SRM) Purchase Order Request for Sales Order Quotations Purchase Material Requisition Project (Tender, Sourcing, RFP)© 2012 SAP AG. All rights reserved. 11 11
  12. 12. Purchasing Contract Workspace in SAP© 2012 SAP AG. All rights reserved. 12 12
  13. 13. Purchasing Contract Workspace (Web UI) Contract Phases Roles and Responsibilities forCheck List for Contract Contract Type Contract Data this Contract Management from SAP Contract Partner (Vendor) Contract Matter (Material) Contract File based on a centrally managed Template© 2012 SAP AG. All rights reserved. 13 13
  14. 14. Purchase Order Workspace in SAP SRM Workspace in SAP SRM User Interface© 2012 SAP AG. All rights reserved. 14 14
  15. 15. Customer Workspace in Extended ECM UI Customer data from Roles and SAP SD oder CRM Responsibilities Content Filter for quickly finding the relevant information Related Project, Contract, Order Workspaces Standardized folder structure Transparency of new or changed content© 2012 SAP AG. All rights reserved. 15 15
  16. 16. Where do customers see value? Integrated management of procurement data and documents Effective collaboration and process transparency for SAP and non-SAP user Content lifecycle control for documents and contracts Central management of vendor correspondence Extended ECM for Procurement© 2012 SAP AG. All rights reserved. 16
  17. 17. Building ECM Solutions on the SAP BusinessModel Material Supplier, PO Workspace Workspace Materials Supplier SAP MM SAP FI, SRM SAP PM ProjectsAssets & Plants Project SAP PS WorkspaceEQUI, FLOC SAP SD, CRM Workspace SAP PLM, QM Customers Products Customer Workspace Product Workspace© 2012 SAP AG. All rights reserved. 17 17
  18. 18. Extended ECM for Customer ManagementContent Management for key process areas Customer Relationship Management Customer Revenue Marketing Sales Service Accounting Extended ECM provides Content Workspaces for key SAP Business Objects: Customer Contract Customer Sales Order Sales Inquiry Campaign Project Sales Quotation (CRM) Purchase Order Business Partner Supplier Opportunity (CRM)© 2012 SAP AG. All rights reserved. 18
  19. 19. Customer Workspace in SAP CRM Business Workspace Tab in CRM interface Fulltext + metadata search Powerful means to filter for relevant documents© 2012 SAP AG. All rights reserved. 19 19
  20. 20. Business Partner Workspace in SAP IC Extended ECM Workspace for Account Jane Butterfield in IC interface Can contain documents from CRM, ERP or from outside SAP© 2012 SAP AG. All rights reserved. 20 20
  21. 21. Extended ECM Success Story – Viega Industry: Manufacturing “Business processes are nothing without information Business Challenges and documents. These are  Disconnect between ERP, CRM and DMS created and managed not only within SAP, … , but  Manual changes / updates also with other systems  Barriers between core process and such as E-mail or Microsoft collaboration scenarios Office for example,” says Michael Nippel, Director of Business Benefits IT strategy at Viega  360°access to customer information  Integration of content with business processes, increases productivity, creates transparency and innovation  Automated data synchronization between SAP CRM, ERP and OpenText enables process improvement and data consistency© 2012 SAP AG. All rights reserved. 21 21
  22. 22. Where do customers see value? 360 degree view on customer information for sales, marketing and customer service Integrated access to ERP and CRM data and high-speed document lookups Central content repository with lifecycle management Guided creation of standardized documents based on templates Extended ECM for CRM© 2012 SAP AG. All rights reserved. 22
  23. 23. OpenText Suite for SAP® Solutions Sales/ Services Operations R&D HR NON SAP/ECM User SAP User IT Finance Purchasing Portal Site Portal Content Extended ECM Employee File Travel Invoice Digital Asset Document Management Management Management Receipts Management Management Presentment Management and OCR Powerful Intranet-/ Document Best of Breed Automate Automate receipt Minimize data Optimized Automate Extranet authoring Management and ECM with unique HR File handling and capture effort management of document and publishing Collaboration SAP Integration administration streamline and human rich media generation andembedded into SAP embedded into SAP Business and enable self expense intervention. assets perso-nalization NetWeaver Portal NetWeaver Portal Workspaces, service management (e.g. billing and Enterprise and Enterprise Streamline Integrate media flexible Uis, scenarios process statements) Workspaces Workspaces accounts into marketing Enterprise payable communi- Streamserve Records processes cations Management Document Access 360 degree information accessArchivingSecure, compliant, cost-efficient storage of information, imaging and archiving© 2012 SAP AG. All rights reserved. 23 23
  24. 24. Challenge to communicate effectively with customers in adifferentiated, consistent, cost-effective manner Challenge: Must cut postage and printing costs while optimizing NT EME Head of STAT printing constraints Sales/M CIO arketing COO Challenge: Can’t market effective, Bills differentiated offers to Contracts customers through existing channels Correspondence @ Shops / Branch @ Internet Call Center Text Message Mail (Paper) @ Challenge: Can’t consolidate all statements on one document and add targeted offers. Can’t ensure consistent information through all Family channels @ Student Special needs Challenge: Get confused and annoyed due to multiple mailings, inconsistent information and offers through different channels. Encouraged to consider other service providers. Result: High costs, poor customer service, lost sales, and lost customers© 2012 SAP AG. All rights reserved. 24
  25. 25. Document Process Automation Document Process With little or no change to existing systems, SAP Automation Document Presentment consolidates data from business systems into smarter, more cost-effective internal and external communications Improve reliability and accuracy through document automationImprove customer,partner and supplier Reduce time and cost of critical business processesrelations bystreamlining Communicate proactively with all process constituentsdocument-intensivebusiness processes Secure compliance© 2012 SAP AG. All rights reserved. 25
  26. 26. SAP Document Presentment:Optimizing Document Communication Personalized Targeted Document Document Document Document Communications Composition Generation Consolidation Distribution Automated and Integrated Archiving Improve customer experience: customized, proactive Improve operational efficiencies: automate document process in real-time© 2012 SAP AG. All rights reserved. 26
  27. 27. SAP Document Presentment by OpenText  Server-based business process orchestration and customer communications solution  Supports the generation of personalized documents  Enables Communications from multiple enterprise applications to multiple channels (print, portal, email, fax, archive, mobile etc…)  Automation of ERP and industry-specific processes that rely on document communication e.g. invoices, statements, shipping documents, order confirmations, letters, checks, labels… – business critical for all document processes Key features: Marketing  Scalable to support distributed or centralized document processing to the highest volumes Customer Service  Enables event-driven, electronic communication  Flexible integration of archives and internal or external print-shops Business line  Extensive language support  Best-in-class SAP integration  Quick realization of benefits: IT implemented in weeks not months Legal© 2012 SAP AG. All rights reserved. 27
  28. 28. Document Composition Dynamic branding based on business unit Bar codes for document automation Clear presentation using historical comparisons and graphs Targeted customer service notice based on Educate and inform customer profile customer: additional information in context OMR codes for optimized Personalized marketing enveloping and mailing messages with hyperlink© 2012 SAP AG. All rights reserved. 28
  29. 29. Enterprise Document Presentment Leveraging CRM Any document type Multiple languages, and back office formatted to customer any channel, any information requirements format Produce and deliver customized documents exactly when and where you need them© 2012 SAP AG. All rights reserved. 29
  30. 30. Business User EnablementCreate and manage targeted messages and correspondence Easily integrated into an SAP screen e.g. SAP CRM SAP data for rules and personalization Maintain content in real-time“”The solution is pretty easy for a business-oriented person to use.© 2012 SAP AG. All rights reserved. 30
  31. 31. Customers are saying… SAP Document Presentment enabled a 60 percent printing cost reduction in less than one yearEstimated savings of about $2M per year bycontrolling the flow and delivery of documents Reduced spending through centralized document control, full integration with SAP-supported business processesUsing SAP DP to integrate acquired utility companies andmerge branding while not touching upstream ERP systems© 2012 SAP AG. All rights reserved. 31
  32. 32. Questions? Richard Verbeek rverbeek@opentext.com LinkedIn Group Extended ECM: http://www.linkedin.com/groups?home=&gid=3874677© 2012 SAP AG. All rights reserved. 32

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