OpenText Document Presentment for SAP

® Solutions helps Ypto improve customer

service and provides single source for

customer communication records

Gerben De Vuyst - Ypto

1

Ronald Parthoens – Ordina

Jeroen Devlieghere - Ordina

SAPience.be User Day ‘15

Agenda

Ypto

B2B Sales

Opentext Document presentment for SAP

SAP Document presentment @ Ypto

SAP @ Ordina

SAPience.be User Day ‘15 2

YPTO

SAPience.be User Day ‘15 3

YPTO is part of the NMBS-IT department. YPTO focusses on quality, innovation and cost effectiveness in providing IT solutions. YPTO takes care of process, functional and technical support in the domains of Sales & Distribution, Operations, Big Data, Traveller information and Rolling Stock Maintenance

New Distribution System

SAPience.be User Day ‘15 4

The NDS project offers solutions in the operational domain of sales, CRM and distribution using SAP . NDS provides the platform for integrating all sales products for all sales channels.

B2B Sales

SAPience.be User Day ‘15 5

B-MS (Mobility & Sales)

B2B

Central Sales Online Sales

Customer Communication &

Travel Vouchers

Back Office Printing (Mass Delivery)

Special Events

B2B Customer

Business Case

SAPience.be User Day ‘15 6

Business Stakeholder

• B2B Sales department

Business Need

• Unified solution for B2B online and back office sales channels in

travel voucher delivery and portal user communication

Business Case

• Provide one central platform used for:

• business output generation (all layouts)

• business output distribution (all formats)

• among all delivery channels (all types)

B2B Sales Solution -

Challenges

SAPience.be User Day ‘15 7

Solution

• SAP Document Presentment as a central platform for output

generation and delivery

Challenges

• Reduce the number of templates for all layouts

• Reduce development efforts for fast and easy delivery of

customized special event vouchers

• Provide a High Availability solution for back office printing

• Provide company layout for online user communication

• Prevent redundant delivery of travel vouchers

• Provide delivery with status confirmation

SAP Document Presentment

SAPience.be User Day ‘15 8

Ticketing

HR, Finance, ….. Supply Chain

Leverage the information systems you already have

Automate processing, personalization, review and preparation

Distribute via e-mail, web, SMS, postal mail, fax and more

SAP Document Presentment

SAPience.be User Day ‘15 9

Improve customer experience: customized, proactive

Improve operational efficiencies: automate document process in real-time

Automated and Integrated

Personalized Targeted

Communications Document Generation

Document Distribution

Document Consolidation

Document Composition

Archiving <?xml version="1.0" encoding="utf-8" standalone="no"?> <ORDER_ACKNOWLEDGEMENT> <ORDERACK> <Distribution>Pdf</Distribution> <Duplicate>Duplicaat/ Herbevestiging</Duplicate> <Language>NL</Language> <OrderAckNumber>2807035</OrderAckNumber> <Currency>EUR</Currency> <Amount>15.087,50</Amount> <VATAmount>2.866,63</VATAmount> <Bla</Line> <ORDERACK_DATE> <DATE> <DateValue>20090929</DateValue> </DATE> </ORDERACK_DATE> <BUYER> <CONTACT>

SAP DP @ YPTO

SAPience.be User Day ‘15 10

SAP Back-End Back Office

Printing B2B Online

Portal

MQ

SAP PI SAP Document Presentment (Travel Voucher Delivery & Online User Communication)

PRINT MAIL

Transaction

Communication

Order

Delivery

Benefits of this solution

B2B Sales with SAP Document Presentment

• Central SAP Back-end for B2B sales order processing

• One platform for voucher generation and communication through

multi-channel delivery (paper, mail, e-id)

• Optimizing Central Sales office processing

• Fault tolerant voucher delivery with processing status

• Unified communication to all B2B Portal users

• B2B traveller manages his portfolio voucher delivery

• Lesser development effort through reduction of layout templates

SAPience.be User Day ‘15 11

Central Platform

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SAP DP as “a service”

• SOA-oriented approach in architecture

• SAP DP “generates and distributes”

• Service is open to other front or back-end application

• All front-end applications connect to SAP DP

• Structure of transferred data is application independent

• Business applications are no longer responsible for layout

• Business applications can still handle distribution if desired

• Changes in layout do no longer affect business applications

Reduced development effort

SAPience.be User Day ‘15 13

A template as a generic building block

• Bringing down the number of templates to the number of output

formats (app: 200 output formats have lead to 12 templates)

• Templates are centrally managed and are unique, template

development or changes only takes place in SAP DP

• Business applications encode a template reference, changing a

wide spectrum of travel vouchers is done by one template action

• Avoiding the existence of redundant templates over different

applications (business applications account for business data)

Examples

SAPience.be User Day ‘15 14

Mail Output for Portal User

Online Voucher

Request Form by Mail

Travel Vouchers on value paper

Reusability

SAPience.be User Day ‘15 15

Avoid re-creating “the stone tables”

• Templates are containers of references to external business data

and available layout content

• One template for all mail communication to the portal users

• Template only provides the coloured layout of the background

• The business application accounts for the content of the

communication and the addressees

• Template composes communication

• SAP DP generates output & distributes

High Availability

SAPience.be User Day ‘15 16

“Out of the box” solution?

• Multiple SAP DP application servers (A-A cluster)

• Multiple MS SQL database servers (A-P cluster)

• Multiple SAP Netweaver Application servers (Load balanced)

• One or more POA per business application

• SAP DP connects through SQL server availability groups

• SAP NW ws-requests are load balanced (SAP WebDispatcher)

• Shared internal and external queues

• Availability monitoring instead of system monitoring

SAP DP HA Infrastructure

SAPience.be User Day ‘15 17

DPx – HA Muizen

SAP WebDispatcher

NW - NLB

Netweaver Server

Node A

SQL CLUSTER – Availability Group (FO)

SQL Db Server - Node A (active) SQL Db Server - Node B (passive)

Netweaver Server

Node B

WS – NLB

MS - ESB

Strs App Server - Node A (Active)

Event – Message – Process

WS IN

MQ IN

WS OUT

SMTP OUT

SPOOL OUT

MQ OUT

ER

RR

WS queue

MQ queue

WR ER

RR

WS queue

MQ queue

WR

SGW – WS SGW – NW

Event – Message – Process

Strs App Server - Node B (Active)

Event – Message – Process

SGW – WS SGW – NW

Event – Message – Process

WS IN

MQ IN

WS OUT

SMTP OUT

SPOOL OUT

MQ OUT

MiLAN

PTNova

SAP DP

StreamStudio

Business impact

NMBS-IT & SAP

• Unified communication for all employee portal users of the more

then 8000 B2B accounts on the online sales channel

• Central Sales (Mass Delivery) officers can concentrate on core

business instead of processing ad-hoc requests

• Central Sales (Special Events) can quickly provide customized

tickets for mass events on demand

• Approx. 364.000 mails and 412.048 value paper prints per

annum

SAPience.be User Day ‘15 18

Evolution of SAP DP @

NMBS-IT

Lessons Learned

• Focus on reusability of the templates from the start

• Impose it as a central guideline in the framework

• Building messages/processes with genericity in mind

• Avoiding static content in your templates

Next steps

• Improving the performance and fault tolerance of the

infrastructure by implementing the latest solutions

• Integrating monitoring alerts in an incident management tool

SAPience.be User Day ‘15 19

SAP @ Ordina

130+ SAP consultants in BeLux

SAP Partner

• Value Added Reseller, Partner Center of Expertise

• Software Integrator with Validated Expertise

Expertise areas:

• NetWeaver / DB&T technology: ABAP, Webdynpro, Portal, Mobile, HANA, PI,

BC,…

• ERP: FI/CO, RE, SD, MM, (e)WM, QM, PP, PM, EAM, CS, PS

• CRM: Sales, Service, Marketing, Interaction Center

• Analytics / Business Intelligence: BW, BO

SAP @ Ordina

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Presentment

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Clockwork

Ordina Belgium http://www.ordina.be Jean.Massin@Ordina.lu +352 621 32 04 98 Michiel.Strybol@Ordina.be +32 477 80 78 39

Thank you!

SAPience.be User Day ‘15 23