Via SAP Extended ECM by OpenText all stakeholders in a company are able to work with up-to-date customer information in the environment they are familiar with and that serves them best. Dissolved information silos, integrated ECM capabilities, and universal access result in a significant increase of customer interaction efficiency. The blog post ‘Improve Customer Interaction Efficiency’ (http://wp.me/p1Eq2T-u) explains this presentation.

1. SAP Extended ECM
Improve Customer Interaction Efficiency
Thomas Demmler
Director Product Management
OpenText
December 4th, 2011

2. SAP Extended ECM
Unique Capability
Complete Content Deep Integration
to ‘Content Enrich’
Lifecycle with SAP
SAP Business
Management
Processes
ECM
+ Business
Suite
=
 Document Management  Deep connection with SAP Data  Customer Interaction
 Collaboration structures  Project Management
 Capture  Seamless integration with  Quality Management
various SAP UIs
 Workflow  Enterprise Asset Management
 Business Workspaces
 Content Access  Investigative Case Management
developed to natively extend
 Records Management SAP processes with ECM  Store Lifecycle Management
 Archiving  Fraud Prevention Management
 And Many Others!
Key Benefits:
• Improve Business Process Efficiency by Connecting Content to Process
• Improve Regulatory Compliance by Managing Content Through Its Lifecycle
Copyright © OpenText Corporation. All rights reserved. 2

3. Improve Customer Interaction Efficiency
Customer Service & Support
Copyright © OpenText Corporation. All rights reserved. 3

4. Improve Customer Interaction Efficiency
Call Center Representative
Delivery Shipping
Contract Note Certificates Friendly Dunning
Order Note Reminder Letter
Invoices
Pricing
Product Clearance Freight Dispute
Emails Papers
Documentation Documents
Order
Confirmation
Requirements
 All documents in one place
(ERP, CRM, Non-SAP)
 Fast access to all customer
related documents
 Reprint or Resend documents
 Create standard letters
Copyright © OpenText Corporation. All rights reserved. 4

5. Improve Customer Interaction Efficiency
Call Center Representative
“Business Workspace”
New Tab in CRM UI
Contains documents from
SAP ERP, SAP CRM and Non-SAP
Contains documents from
SAP ERP, SAP CRM and Non-SAP
Powerful means to filter
for relevant documents Context Widgets 5

6. Improve Customer Interaction Efficiency
Sales
SAP CRM:
Maximize Profitability,
Improve Performance,
and Deliver Customer Value
Copyright © OpenText Corporation. All rights reserved. 6

7. Improve Customer Interaction Efficiency
Account Executive
Requirements
Delivery Shipping
Contract
Order Note Note Certificates
 All documents in one place
Friendly
Reminder
Dunning
Letter
Pricing
(ERP, CRM, Non-SAP)
Invoices
 Fast access to all customer
Clearance
Emails
Product
Documentation Papers
Freight
Documents
related documents Dispute
Order
Confirmation
 Reprint or Resend documents
 Create standard letters
Additional Requirements
 Create individual documents
based on templates
 Editing / versioning of
documents
Copyright © OpenText Corporation. All rights reserved. 7

8. Improve Customer Interaction Efficiency
Account Executive
“Business Workspace”
Assignment Block in CRM Web UI
Powerful means to Contains documents from
filter for relevant SAP ERP, SAP CRM and Non-SAP
documents
Context Widgets
Copyright © OpenText Corporation. All rights reserved. 8

9. Improve Customer Interaction Efficiency
Account Executive
Create contract
based on template
Copyright © OpenText Corporation. All rights reserved. 9

10. Improve Customer Interaction Efficiency
Financials
SAP ERP:
Enabling Financial
Excellence
Copyright © OpenText Corporation. All rights reserved. 10

11. Alternative Access via SAPgui, …
Accountant
Business Workspace in SAPgui
11

12. Alternative Access via SAPgui, …
Accountant
Direct access to
SAP Transactions
Customer – Sales
Document Flow
Scanned
Documents
Inline display
of document
Documents and
E-Mails
SAP Printout
12

13. Improve Customer Interaction Efficiency
Operations
SAP ERP Operations:
Gain Control.
Gain Insight.
Create Value.
Copyright © OpenText Corporation. All rights reserved. 13

14. Alternative Access via Desktop, …
Executive Assistant
Drag & Drop
E-Mails from Outlook Full ECM capabilities with document
to Workspaces preview, document edit in MS Office,
of Extended ECM versioning, audit, metadata, available
in MS Outlook
Customer Workspace
Integrated into Windows Explorer, Microsoft Outlook, Adobe Acrobat, Lotus Notes, and Microsoft Office applications
such as Word, Excel, PowerPoint, Project, and Visio. 14

15. Improve Customer Interaction Efficiency
Professional Services
Deliver Client Value and
Profitably
Copyright © OpenText Corporation. All rights reserved. 15

16. Alternative Access via SharePoint, …
Professional Services Consultant
Context Widgets (10.5)
Business Workspace in MS SharePoint

17. Improve Customer Interaction Efficiency
Management
SAP EIM (Enterprise
Information Management):
Empower your people to
make better decisions.
Copyright © OpenText Corporation. All rights reserved. 17

18. Alternative Access via Web
Executive
Contains documents from
SAP ERP, SAP CRM and Non-SAP
Powerful means to filter
for relevant documents Context Widgets
with SAP data
Copyright © OpenText Corporation. All rights reserved. 18

19. Improve Customer Interaction Efficiency
Call Center Representative Account Executive Accountant
Customer
Executive Accountant
Professional Services Consultant Executive Assistant Executive Assistant
19

20. Improve Customer Interaction Efficiency
Call Center Representative Account Executive Accountant
Customer
Professional Services Consultant Executive Executive Assistant
20

21. Improve Customer Interaction Efficiency
SAP Extended ECM
All stakeholders in a company are able to work with up-to-
date customer information in the environment they are
familiar with and that serves them best.
Dissolved information silos, integrated ECM capabilities,
and universal access result in a significant increase of
customer interaction efficiency.
Copyright © OpenText Corporation. All rights reserved. 21

22. SAP Extended ECM
Want to know more?
Read my blog about “Improve Customer Interaction Efficiency” (http://wp.me/p1Eq2T-u)
Thomas Demmler
Director Product Management
SAP Solutions Group
Email: thomas.demmler@opentext.com
Blog: http://thomasdemmler.wordpress.com/
LinkedIn: http://de.linkedin.com/in/thomasdemmler
Slideshare: http://www.slideshare.net/thomasdemmler
Join the SAP xECM by OpenText
professionals group at LinkedIn.
Copyright © OpenText Corporation. All rights reserved. 22