Success story
Dutch Railways/Nederlandse
Spoorwegen (NS)
Industry• Travel and Transportation

Solution• SAP® Document Presentment by OpenText™

Results
Enabled content updates
in on hour or less, with nocoding required
Reduced costs by up to 80 percent

Dutch Railways brings customer
communications on track with OpenText
SAP Document Presentment by OpenText helps improve customer service
and provides a single source for customer communication records

Provided ability to manage
output from SAP® and multiple
other systems“With SAP Document Presentment by OpenText, we’ve improved
the change management process to better handle increasing
demand from the business. The change management timeframe
is now, at most, days, and often just one hour, with no need forcoding. This puts the business in control.”Enabled new lines of businessto be online within one day

Product Owner and Information Analyst
Nederlandse Spoorwegen

Digitized more than 90%of communications

Benefited multiple linesof business with anenterprise-wide solution

Mijno van der Ploeg

Dutch Railways brings customer communications on track with OpenText

Nederlandse Spoorwegen (NS) or Dutch Railways, can trace its
roots back to 1837. Today, the company has operations across
The Netherlands and elsewhere in Europe. NS has over 34,000
employees, revenue of €5.093 billion, and provides more than
1.2 million passenger journeys per day.
NS utilizes SAP® CRM in its customer contact center operations, and as
part of the deployment implemented a new customer communication management system to handle email and written customer communication. Thesolution, SAP® Document Presentment by OpenText™, was initially deployed
to handle a single line of business, individual or consumer type travelers.
The longer term vision was to extend to other areas, such as business travel,international travel, lost property, accounts receivable and more, providing
an enterprise-wide document presentment platform.

A single solution to meet output requirements

When NS invited OpenText and SAP to present the solution, the company
performed a detailed evaluation, and the solution was selected as thebest fit for its needs.
“SAP Document Presentment has provided us a centralized andautomated solution that allows us to improve the efficiency andagility of our communications. In the digital-first world, it is important that organizations employ omni-channel communications
to best serve customer needs,” said Mijno van der Ploeg, productowner and information analyst, Nederlandse Spoorwegen.
Another key objective of the CRM project was to improve the operationof the customer contact center. Central to achieving this goal was theability to access all customer communications from a single location,i.e. SAP CRM, regardless of the channel used to deliver it.

Content changes in as little as one hourWith millions of customers, NS regularly sends up to 30,000
communications a day, peaking at 70,000. Using OpenText, thecompany can honor customer preferences, with now just three percent
requesting printed communications and 97 percent opting for email.
This reduction in print is saving on external print costs, as well as putting
communications in front of customers much faster. Changes can also bemade much quicker too.
“With the old system, implementing changes to our templates required
coding, testing and inclusion in a quarterly release schedule. In someareas, such as business travel, even the simplest of changes could
take up to five months to get into production,” said Mijno van derPloeg. “With SAP Document Presentment, we’ve improved the change
management process to better handle increasing demand fromthe business. The change management timeframe is now, at most,days, and often just one hour, with no need for coding. This puts thebusiness in control.”By using the correspondence capability of SAP Document Presentment,
NS has moved the change management of templates from the IT department back to content authors within the business. The practical upshot
is not only a much more agile response to necessary updates and new
template creation, but also a significant reduction in costs, as much as80 percent in some instances.

Engaging the experts for the best project outcomes

Having addressed issues in the first phase regarding template proliferation: more than 350 in total, with more than 600 variables, NS set about aphase two to further optimize the solution and focus on the enterprise-widerollout. NS engaged local OpenText partner, Nokavision, due to its extensive“We now have a leanand efficient library,
maintenance is easier,and time to market
for new or updated
output has beenmassively reduced.”
Mijno van der Ploeg

Product Owner andInformation Analyst
Nederlandse SpoorwegenDutch Railways brings customer communications on track with OpenText

experience in delivering OpenText customer experience management
solutions, to help them ensure the best outcomes for the project.
“We took a robust stance and worked to reduce the complexity andoptimize the solution in phase two. We now have a lean and efficientlibrary, maintenance is easier and time to market for new or updated
output has been massively reduced,” said Mijno van der Ploeg.
By leveraging the expert knowledge of its partners, NS has been ableto optimize the solution largely out of the box, without extensive coding.
“Using the standard functionality of SAP Document Presentment,
we’ve been able to meet our needs in relation to output from our SAP
CRM and are prepared to provide the same capabilities for othersystems that are not linked to SAP CRM”, added Mijno van der Ploeg.
OpenText has also enabled NS to improve the end-to-end trackingof customer communications, for example business users can see
exactly what was sent, to whom and when, providing greater control
for the business.

Users welcome new streamlined solution

With the system live, the reaction of the wider user community has
been positive. “The main concentration of users, some 450 in our callcenters, immediately appreciated the benefits of the new solution.
The bulk of correspondence is produced with background batch
jobs that they don’t see, but what they really appreciate is the easewith which they can interactively compose non-standard letters andemails,” said Mijno van der Ploeg.
Throughout the optimization phase, NS was on the lookout for ways tofurther simplify and streamline processes, such as reducing the numberof closing text blocks available from around eight to just one.

For example, correspondence content management has been decreased
from around 25 sections to just two, reducing complexity across theboard. This has further cut the publishing time for templates from around40 minutes to 10 minutes, and template loading to just seconds fromaround one minute. The optimization has helped increase the first timeenquiry fix rate too, and has raised the quality of overall customer care.
NS, like other organizations, have to adhere to current legislation aroundprivacy. For certain output types, it is able to determine whether or not
the output should be retained or archived and can programmaticallyhandle this within its output processes, removing reliance on end users
to make that decision.

Cost reduction benefits, fast updates
and future opportunities

NS is achieving the goals it set out to meet regarding a reliable,
streamlined and single source of customer communications, accessible
to any call center agent to help improve customer service and raise thefirst time fix rate. The company has reduced the costs associated withthe creation and maintenance of its communication templates by asmuch as 80 percent, as well as slashed the time to deploy changes
from months to days or even hours.
“We set out to improve the experience of our customers through areal focus on their needs. SAP Document Presentment is helping us
achieve our overall goals and has paved the way for us to confidently
look to the future and explore other areas we can improve,” said
Mijno van der Ploeg. “Areas such as our business to business are
already benefiting from using this powerful solution. Others, such as
Marketing and HR, are showing a great deal of interest to help themstreamline their operations too.”

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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