Success story
Agility Logistics
Industry• Distribution & Transportation

Solutions• OpenText™ Intelligent Capture• OpenText™ Documentum™
• OpenText™ Documentum xCP™
• OpenText™ InfoArchive

Challenges• Extended cycle times for global shipments• Compromised operations• Delayed response time with growing volumeResults
Secured immediate accessto current, archived data
Reduced courier and paper
expenses, maximized
archive efficiency
Expedited processing, payments
Enhanced customer service,sustainability, competitive edge

Global shipping company
streamlines operations

Agility speeds shipment updates and payments, increases customer
satisfaction, enhances sustainability with integrated information“Instead of having to call us and request the documents
they need, our customers can instantly access theinformation themselves, which not only saves themtime but also takes the burden off our customer
service department.”
Deepak Sharma

Global IT Director, Business Solutions and Support
AgilityGlobal shipping company streamlines operations

Agility moves goods that underpin global commerce. Its services
include freight and shipping via land, air and sea for more than
60,000 customers in 100 countries. Constant movement needs
constant visibility and management. To secure end-to-end
information efficiency, Agility implemented OpenText integrated
solutions OpenText™ Intelligent Capture, OpenText™ Documentum™,Documentum xCP and OpenText™ InfoArchive.
Each shipment produces a paper trail of documents, including air way bills,bills of lading, consolidation manifests, invoices and more. Previously, it
could take days for paper documents to be sent from the shipment’s
origin to its destination so cargo could be processed. In addition, a lackof integration among multiple information systems meant data had to be
re-entered from one system to the next for processing to continue.
For decades, Agility relied on a core management system running on alegacy IBM iSeries platform to support all freight forwarding operations.
However, the legacy system lacked capabilities essential for today’s
customers and markets, according to Deepak Sharma, global IT director,
Business Solutions & Support, for Agility. For instance, customers had
no means of viewing shipping documents online; instead, they had towait for documents to be delivered by email or fax. “We had definite
room for improvement,” Sharma said. “Visibility is a key requirement in
the freight hauling industry and an important component for optimal
customer service.”“It was clear that we needed to improve efficiencies, visibility andintegration to shorten cycle times for global shipments, but weneeded to meet those challenges without compromising theoperational ability of the company.” As a global operation, Agility
also needed an enterprise-wide system flexible to meet the uniquerequirements of operating regions.

Integrated information management

After a lengthy evaluation process, Agility chose Intelligent Capture
and the Documentum enterprise content management platform toprovide an integrated, centralized repository for capturing, sharing andmanaging documents. Within a few years, the shipping company added
InfoArchive to preserve and speed access to stored files and Documentum
xCP to customize interactions.
Intelligent Capture
Although Agility relies increasingly on electronic modes of communication,
the company still generates a significant amount of paper—with mostof the documents printed from the freight hauling control system. Whenshipping personnel in the branch offices scan the paper documents intothe system, Intelligent Capture automatically transforms them into PDFs,
captures index data and associates the PDF documents with metadata
for storage in Documentum to enable easy search and retrieval.
Documentum
Documentum is tightly integrated with Agility’s core logistics systemand financial applications, ensuring reports and key financial data areautomatically stored in electronic format. The Documentum system
is available to more than 20,000 Agility users, with up to 3,000 users
accessing the system at any given moment. Every eight hours, theDocumentum repository receives more than 10,000 new electronic
documents through the ERP, customs application and others. In addition,
up to 5,000 printed documents are scanned into the system by thebranch offices. “Documentum is the backbone of what we do … it isused all the way by senior management right down to the operator
working at the warehouse,” Sharma said, noting the interface
is straightforward and easy to use.

“The dollar savings aresignificant, but you can’t
put a dollar figure on
customer satisfaction
and that’s probably
the biggest benefitof Documentum.”
Deepak Sharma

Global IT Director, Business
Solutions and Support
AgilityGlobal shipping company streamlines operations

Documentum xCP
Recognizing business needs vary among its customers, Agility
implemented Documentum xCP to build user interfaces tuned tothe organizations. For instance, a real estate vertical experiences
Documentum differently than a logistics vertical, though the coreplatform remains the same. “That has added a lot of value to how
customers or users interact with the system,” Sharma said.
InfoArchive
Agility must ensure data and content retention complies with industry
requirements, so documents must be retained for 15 to 25 years
and some indefinitely. Files add up quickly: Within its first decadeof use, Documentum storage totaled 12 TB of data, with an annual
growth rate of 2.5 million documents or almost three TB per year.
To ensure convenient, cost-efficient access, the shipping company
selected InfoArchive. Active projects, referenced frequently, remain inDocumentum for an average of three years. Once completed, projectmaterial is moved to the low cost, compliant InfoArchive repository.
Professional and Learning Services
Agility worked with OpenText Professional Services for its initial
InfoArchive implementation. “Professional Services plays a crucial rolewith the right sort of engineers, architects, managers. The value ofthe product is really very tightly linked or integrated to the people
you bring it to the table at the end of the day. We have a 24/7 support
with OpenText,” Sharma explained.
Agility continues to employ Professional and Learning Services tosupport users adoption and training. “It was definitely worthwhile.
There’s a whole gamut of courses available online. There’s noclassroom situation where people had to put their time aside toattend classes. They could go through a course on their own at theirown time,” Sharma said.

Long-term strategy and benefits

Digital transformation is not just injecting technology into the wellestablished shipping industry, it is changing the whole way of doing
business, enhancing customer experience as well as improving
efficiency and sustainability, according to Sharma: “OpenText products
are already part of a long-term strategy and as the product matures
within the organization, we come up with new ideas and ways toleverage the value of the product,” he said.
The Documentum solution supports Agility’s objective to enhance
its customers’ visibility into their accounts, shipping status and key
documents. Traditionally, the wheels of the supply industry turned
on paper, with dozens of copies along the route. “Today, our clients
expect that they will be able to instantly see their documents.
This is a mandatory requirement in our industry, and Documentum
makes it possible,” said Sharma.
The Agility Connect portal powered by Documentum enables employees
and customers to access jobs. When they are away from the office,users track shipments in real time with Agility Delivers, a mobile interface.
Pre-alerts, previously sent manually, are automatically delivered todestinations once documents are scanned in Documentum at the origin
site. Collection and delivery reports made within the app update thefreight forwarding and warehouse management systems while addinga PDF of the Proof of Delivery (POD) to Documentum for reference.
Invoices can be delivered electronically and Documentum’s built-in
security controls ensure users are only able to see the documents
associated with their accounts.

“Now, instead of having
to call us and request thedocuments they need, ourcustomers can instantly
access the information
themselves, which not
only saves them time but
also takes the burden
off our customer
service department.”
Deepak Sharma

Global IT Director,
Business Solutions & Support
AgilityGlobal shipping company streamlines operations

Customer satisfaction, cost savings

The content management system delivers powerful advantages.
By reducing strain on employees and eliminating courier expenses,
Agility boosted cost efficiency related to information management.
“Instead of having to call us and request the documents they need,
our customers can instantly access the information themselves,
which not only saves them time but also takes the burden off ourcustomer service department. The system has had a huge positive
impact on our customer satisfaction,” explained Sharma.

Expedited processing, payments

Previously, supporting documents for an Agility shipment were mailed,faxed or sent via courier from the cargo’s origin to its destination,
taking up to three days. With Intelligent Capture and Documentum,
access is immediate. Not only are costs associated with shipping paper
eliminated, but faster shipment processing means reduced time to invoice
and expedited payments from clients.

Sustainability

Valuing its role as a socially responsible global corporation, Agility
leverages efficiency and data gained through OpenText technologies
to refine operations for environmental benefit. “When an organization
is able to track everything from beginning to the end, then they havemuch better control over how they can contribute back to improving
sustainability, to reducing carbon emissions,” Sharma noted.

New business dimension

Working in concert, OpenText capture, management, customization andarchival capabilities transformed Agility’s operations and sharpened its
competitive edge. “The system has brought a new dimension to theway we do business. By giving our customers a single access point
for viewing all their shipping documents, tracking shipping status
and receiving their invoices, the OpenText solution is a powerfulmarketing tool for us and has helped us attract new business,”concluded Sharma.

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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