SUCCESS STORY
Etisalat
Industry• Telecommunications

Solutions• OpenText™ Content Suite• OpenText™ Intelligent CapturePartner• ONE ECMResults
Improved collaboration saves up
to 70% of engineering users’ time

Etisalat automates business processes
to drive efficiency and reduce costs
Telecommunications service provider helps reduce paper use, increase
collaboration and introduces process automation with OpenText Content Suite“Since implementingOpenText, 30 percent
has been cut from ournetwork engineering
project logistics costs.”
Ribhi Yaseen

Cut approval time from up toa month down to just hours
Reduced costs of network
engineering project logistics by 30%
Lowered storage spacefor document archival by 90%

Senior Manager ECM
EtisalatEtisalat automates business processes to drive efficiency and reduce costs

Etisalat Group is one of the world’s leading telecom groups
in emerging markets. Etisalat’s current market cap is 152 billion
AED (41 billion USD). With reported net revenues of AED 51.7
billion and net profit of 8.4 billion for 2017, Etisalat ranks among
the most profitable telecom groups in the world. Its high creditratings at AA-/A+/Aa3 reflect the company’s strong balance
sheet and proven long-term performance. Headquartered in
Abu Dhabi, Etisalat was established four decades ago in the UAE
as the country’s first telecommunications service provider. An
international blue-chip organization, Etisalat provides innovative
solutions and services to 142 million subscribers in 16 countries
across the Middle East, Asia and Africa.
A large part of Etisalat’s workforce spends its time in the field,
installing, upgrading and repairing its infrastructure and consumer
installations. Each task can involve numerous documents, checklists,maps and images. Business processes for approval, task assignment,
costing and reporting are initiated a thousand times daily on average.
More than a decade ago, Etisalat was heavily reliant on paper to drivethese processes.
Ribhi Yaseen, senior manager for Enterprise Content Management(ECM) at Etisalat explained further, “We were totally reliant on hard
copy documents, maps, contracts, drawings and others. We had
duplicates at each branch and couldn’t rely on knowing which
was the current version. Raising new approvals for projects could
take a month or more, with paper documents being couriered forsignature and multiple copies being made and distributed. We
turned to OpenText to help us improve process efficiency, reduce
costs and increase collaboration across Etisalat. Approvals havesince been cut to under a day or just hours.”

Etisalat has worked with local OpenText partner, ONE ECM since
the solution was implemented. Today, ONE ECM continues toprovide implementation, expansion and upgrade support.
Etisalat has seen remarkable improvements and cost savings.
OpenText™ Content Suite has radically changed the way employees
work. Each new project or task initiated in the company’s specialist
applications automatically triggers OpenText business process
automation capabilities and notifies the appropriate person for
approval. This integration of the solutions was made possible thanks
to the open, extensible and scalable architecture of OpenText.
“Our engineering department, who is responsible for
installations, upgrades, maintenance and repairs of ournetwork, relies on OpenText for their day-to-day work. Since
implementing OpenText, 30 percent has been cut from ournetwork engineering project logistics costs,” said Yaseen.
In addition, Etisalat was able to reduce, and in some cases,eliminate paper, document duplication, distribution costs andprocurement and maintenance of printers. “With OpenText, thecost savings are significant and ongoing, with storage space forarchived documents being reduced by 90 percent, saving millionsof UAE Dirhams,” said Yaseen.
Within the engineering department, where the majority of theworkload is outside of the office, improving collaboration has been key
to boosting efficiency. For example, an engineer in charge of a projectin Dubai may need staff that work in Abu Dhabi. “With OpenText,
updates can be made wherever staff are based, in an office or in
the field and those updates, be they comments, new images orprogress lists, can be seen immediately by others,” said Yaseen.

“Overall productivity
has improved
between 60
percent and 70
percent across
1,500 engineering
personnel using theOpenText solution
every day.”Ribhi Yaseen

Senior Manager ECM
EtisalatEtisalat automates business processes to drive efficiency and reduce costs“This means they have the confidence the information they are
relying on is current. Progress can be checked without the needto call or email, saving time. Overall productivity has improved
between 60 and 70 percent across the organization for employees
using the solution every day.”Plans also include a vendor invoice management application toreduce the time it takes to process supplier invoices. Paper invoices
will be scanned using OpenText™ Intelligent Capture, a scan capture
solution that Etisalat already uses. Digital copies will then be routedusing OpenText and stored for easy access.

With each workflow task initiated involving up to 50 documents andeach project averaging 200 to 300 documents, the total numberof documents managed by OpenText is growing at a rate of between
5,000 and 10,000 pages each day. To optimize storage for long-termarchiving, every document is converted to PDF, resulting in a typical
page size of 50KB. There is now more than 4TB of data stored inContent Suite.

“We have a company policy of always aiming to use the latest
software versions offered by our vendors,” said Fatima Faisal,senior director for Enterprise Applications (Sr. D/EA) at Etisalat. “We’recurrently well advanced in deploying the latest Content Suite 16 tobenefit from the continued innovation provided by OpenText. The
latest user interface will benefit our users, also providing them withperformance improvements and new capabilities.”

And the solution is not only used in engineering. Every year, Etisalat
negotiates a large number of new contracts with suppliers, and allcontract documentation is managed in OpenText.

About ONE ECM“We’ve taken our contract management processes and implemented
them in OpenText to ensure we never miss a contract renewal.
Notifications are automatically sent to the appropriate team orindividual well in advance of renewal, giving us time to renegotiate
or cancel should we choose,” said Yaseen. “We are continuallyseeking new ways to leverage OpenText Content Suite and weare in active dialogue with other departments to optimize theirprocesses too.”Experts in information management, ONE ECM is an internationalorganization providing on-premises and cloud solutions skills tomanage digital transformation. ONE ECM has been an OpenText
partner for more than 10 years. For more information, please visit
oneecm.com

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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