SUCCESS STORYFARYS/TMVWIndustry• Utilities

Solutions• OpenText™ Document Presentment
for SAP Solutions• OpenText™ Extended ECM• OpenText™ Core Signature• OpenText™ Core Share• OpenText Professional Services®

Results
Delivered a single platform forthe design, deployment andmultichannel delivery of documents,
whether digital or print
Provided business users withhands-on control of documents
and content and reduced relianceon IT staff
Integrated solution with SAP for
seamless document workflows
across applications
Deployed cloud-based content
sharing and signature applications
for hybrid cloud/on-premises strategy

FARYS accelerates customer
communications management withOpenText solutions

Belgian water company transforms customer communications with®
™
OpenText Document Presentment for SAP Solutions for greater control,
visibility and efficiency“The upgrade has enabled us to use new features ofDocument Presentment for SAP Solutions, like the APIs, so
we can connect more easily to SAP and to other systems.
The connection between SAP and OpenText is a huge benefit
for us. We produce more than two million documents
annually. Every document that is generated in SAP, be it abill, purchase order or letter to personnel, is now done by
one system, Document Presentment for SAP Solutions.”
Inge OpreelCIO
FARYS/TMVWFARYS accelerates customer communications management with OpenText solutions

Founded in 1923, FARYS/TMVW is a multi-utility, multi-service
public sector organization providing fresh water, wastewater
management and other services to more than 600,000 customers
in Belgium. While drinking water distribution remains its core
activity, FARYS also provides services related to the construction
and renovation of swimming pools and sports facilities. In addition,the company conducts research and development focused on thechallenges of climate change and sustainable water management.

Driving innovation with technology
Throughout its history, FARYS has focused on innovation and invested
in new technology to help the organization grow. Inge Opreel, CIO
at FARYS/TMVW, commented on the importance of technology andinnovation at the company: “We are a public company, and wefeel a responsibility to help prevent climate change and to besustainable. So, technology and innovation are strategic anchorsat FARYS. They will help us find new ways to preserve water, toresearch water management and also to communicate with ourcustomers and other stakeholders on sustainable water use.”

Technology is also critical in everyday communications with FARYS
customers, such as water bills and letters. Opreel noted that theIT department at FARYS plays a vital role in supporting customer
communications management (CCM) with technology that
supports the creation, delivery, storage and retrieval of outboundcommunications, including customer correspondence, marketing
communications, new product introductions and bill and payment
notifications. “We have a clear IT vision for a centralized system
where we can reach all our customers, whether it’s digital orpaper, through a single platform,” said Opreel.
In the past, FARYS had relied on an external print shop to produce
customer documents, which was costly and lacked flexibility. “If
we wanted to add a new type of document, or if we wanted tochange the layout, then we were dependent on the print shop to
make those changes. This took a lot of time and cost us a lot ofmoney. Also, if we were not satisfied with certain services, wecouldn’t look elsewhere because we were tied to the print shop,”said Opreel.

“An important benefit toour application team isthat they can monitor
the whole document
cycle, from the bills thatare generated within
SAP, to what is coming inDocument Presentment
for SAP Solutions, what
has been processed for
output, and which output
channel. They can follow
all these numbers throughthe OpenText technology
and ensure that we are notlosing any bills.”
Inge OpreelCIO
FARYS/TMVWFARYS accelerates customer communications management with OpenText solutions

Efficient and dynamic customer communications
Several years ago, to gain control, flexibility and efficiency in its
customer communications management (CCM) approach, FARYS
assessed various solutions and ultimately selected OpenText™
StreamServe™ to provide the platform it needed. “We did a study, andat that time, OpenText StreamServe was chosen. We have a very
big SAP landscape, and StreamServe integrated very seamlessly
into that landscape,” said Opreel.
By moving to the OpenText CCM solution, FARYS automated andcustomized customer documents to save time and money and reduce
the need for external resources. The solution allowed business
users to quickly and easily create, edit and personalize content forcustomers. Opreel reported, “One of the main benefits was that
we were not dependent on the print shop anymore. This was verymuch appreciated from the business side, where they can do theirown changes in layout, text and fields.”

Boosting CCM with Document Presentment for
SAP Solutions
After a successful StreamServe deployment, FARYS recently madethe upgrade to OpenText™ Document Presentment for SAP® Solutions,the next step in OpenText’s CCM roadmap. The upgrade would
facilitate communications regardless of output channel, device orscreen size. The solution also featured connectors and improved API(REST) to ensure seamless integration with business applications,such as SAP, in addition to content collaboration with OpenText™
Extended ECM (xECM) and OpenText™ Core Share and a digital
signature application with OpenText™ Core Signature.
The OpenText Professional Services team supported the initial
StreamServe deployment and the subsequent upgrade to Document
Presentment for SAP Solutions. “OpenText Professional Services
not only provided expertise in the matter, but they really guided
us through the whole project to make sure that we had a highquality, robust solution that we could build on in the future,” saidOpreel. “This has been a huge benefit to us, as we now have a solid
platform that allows us to send thousands of documents out in a
few seconds.”
The upgrade has also provided full visibility into the status of
document delivery, tracking and response. “An important benefit toour application team is that they can monitor the whole document
cycle, from the bills that are generated within SAP, to what iscoming in Document Presentment for SAP Solutions, what has
been processed for output and which output channel,” Opreelsaid. “They can follow all these numbers through the OpenText
technology and ensure that we are not losing any bills.”

FARYS accelerates customer communications management with OpenText solutions

Integrated systems for quality communications

A future in the cloud

The new solution easily connects with other business systems atFARYS, such as SAP, to integrate data and content. “The upgrade has
enabled us to use new features of the Document Presentment for
SAP Solutions, like the APIs, so we can connect more easily to SAP
and to other systems,” said Opreel. “The connection between SAP
and OpenText is a huge benefit for us. We produce more than twomillion documents annually. Every document that is generated inSAP, be it a bill, purchase order or letter to personnel, is now doneby one system,Document Presentment for OpenText Solutions.”

The next step in the company’s upgrade plan is the implementationof Core Share, a solution that allows internal and external users
to securely share and collaborate on content. “The first phase ofimplementing OpenText Core Share is to support our SAP project
portfolio management, which we are upgrading in SAP S/4HANA®.
With utilities infrastructure projects, there are a lot of documentsthat need to be either shared or uploaded by external parties.”

The upgrade also improved integration with Core Signature, a cloudbased electronic signature application, which allows parties to sign
documents quickly and easily. The application filled a need in theFARYS customer portal, where the customer form for moving intoor moving out of a location requires a signature. Opreel explained,“OpenText Core Signature helps make this process completelydigital, by adding a digital signature. Using the OpenText APIs tointegrate Core Signature with Document Presentment for SAPSolutions, our customers don’t have to log in to another portal toprovide a signature. The document that is generated by Document
Presentment for SAP Solutions is available for our customers todigitally sign right there in our portal. It’s working very well.”

For the time being, FARYS is following a hybrid strategy with Core
Share and Core Signature running in the OpenText™ Cloud, while
Document Presentment for SAP Solutions remains on premises.
However, with technology and innovation always driving FARYS togrow and to meet goals related to sustainable water management,
the company predicts a future move to the cloud. “We have our coreapplications, such as SAP on premises, but for innovation, wereally look to the cloud,” Opreel said. “Eventually, we will moveeverything to the cloud because it provides a fast and agile way tobring innovation into the organization.”

About OpenText
OpenText, The Information Company,enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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