SAP Extended ECM - Improve Customer Interaction Efficiency
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The document details the capabilities of SAP Extended ECM, emphasizing its integration with SAP business processes to enhance customer interaction efficiency. It highlights features such as centralized document access, workflow integration, and the use of context widgets across various SAP platforms, which facilitate faster access to customer-related documents. Key benefits include improved business process efficiency and regulatory compliance through the effective management of content throughout its lifecycle.
SAP Extended ECM - Improve Customer Interaction Efficiency
- 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