1. M3 Output Solution StreamServe MUA presentation
Paul Swaddle, StreamServe

2. Documents Still Drive Business Processes

3. Customer’s Problem: Before Document delivery processes are costly & do not support business objectives
Discrete Documents
Multiple documents sent
No document consistency
Costly

4. Old document view Key Points
In most organizations little thought is given to how companies are presenting themselves to their customers
Companies spend millions on branding and brand identity….yet when it comes to some of the most direct forms of communication….they are failing
Example: think of statements that you receive from utilities, Telco, finance institutions….are easy are they to read and understand…what impression does it give you? How may invoices do you receive from your insurance company? Wouldn’t it be nice if it could all be consolidated into a single statement?

5. Customer’s Solution: After Document processes that support cost reduction,
revenue generation, compliance, and competitive initiatives
Profit
Lower production costs
More aligned with distribution and logistics processes
Lower customer acquisition costs
Increase average value of customers
Increase customer retention
Clear, concise, consistent, & relevant

6. Enterprise Document Presentment

7. What are the features of a perfect Account Statement (A,B,C,D)
Easy to understand
Available on paper and/ or multiple electronic formats
Dynamic Logos and Overlays
Brand Reinforcement and
Consistency
Bar codes and OMR marks
Dynamic content
creation
Graphical representation
What are the features of a perfect Account Statement (A,B,C,D)
Available – to meet your customers’ preferences
appropriate formats, content and levels of detail
Available on paper and/or multiple electronic distribution formats
Available delivered in a timely fashion and on-demand.
B-randed – to meet corporate guidelines
brand consistently represented across products
brand reinforced through reflective style and design.
C-lear and Consolidated – for ease of understanding
easy to understand, in layman’s language and well summarised
colourful, graphical with iconics
multiple accounts consolidated in one statement.
D-irective – to be more valuable to your customers.
more valuable to customers than just a list of transactions
instructive - marketing messages targeted specifically to each customer
encourages a dialogue by being relevant and easy to understand.
A perfect Account Statement is the key to your customer
Personalised messages
Document mining and calculations

8. Customer Document Process - Before StreamServe

9. Customer Process - After StreamServe

10. Optimizing Logistics: AmerisourceBergen Automates Document Processes with StreamServe
In less than a year, AmerisourceBergen expects to transform its distributed customer document generation process and save approximately $2 million per year.
Automation of the generation of tens of millions of customer documents that previously had to be manually assembled.
Reengineer and streamline its customer document generation process, reducing the number of process steps required by 80% and cutting overall document generation time by two-thirds.
Well positioned to embrace transpromotional publishing in the future: AmerisourceBergen can use StreamServe to incorporate special offers and promotions into its product-related customer documents to boost sales.

11. Common Customer Use Cases
BILLING & STATEMENT PRODUCTION
NEW ACCOUNT OPENING
SHIPPING
DYNAMIC MERCHANDISING
PRIVATE LABEL/OUTSOURCING
LETTER GENERATION

12. Correspondence
5-10 minute reduction for CSR

13. Quotations, Work Orders…

14. Contracts – Dynamic creation

15. Cross sell and upsell
300% increased hitrate
compared to inserts

16. Internationalisation and Debt Collection

17. Document based “Middleware”
Business systems

18. How do our customers benefit? …
Business Perspective
(CEO, COO, EVP, Sales and Marketing Chiefs):
Lower Operational Costs
Dynamic Messaging
Personalised Documents
Customer Service
Multi-channel Distribution
Technical Perspective
(CIO/CTO, Head of Operations):
Document Process Management
High Volume Production Printing
Improved Operational Efficiency
Multiple Documents in Single Mailing
Compliance Reporting
Lower TOC

19. StreamServe - Corporate Overview
Company
Headquartered in Boston
250 employees
> 4,800 customers
> 1500 Lawson/StreamServe customers
Lawson Partner since 1998
Customers and Market
Global Operations and Global Client Base
Recognized Market Leadership
Gartner’s Leadership Quadrant
Global IBM Partner
Present in all verticles
Sweden UK
France
Netherlands
Germany
Boston, MA
Singapore
Denmark
Norway
Finland
Key Points
Founded in Sweden, expanded to 15 offices around the world
Annual Revenue growth over 20%; this is a company that has performed well even during the challenging economic downturn that has plagued the software industry
StreamServe is the market leader as measured by performance, industry analysts like Gartner and by the company we keep..Deep partnerships with IBM, SAP among others
We are a global business.. Customer base is spread over 130 countries
We have proven ourselves in European market and are poised to moved aggressively into North America

20. StreamServe Enterprise Document Presentment
Post-Processing

21. Document composition
WYSIWYG Designer tool – single interface for whole process!
Putting the business user in control
Dynamic – lowers number of document templates, automation..
Lowers Document Output TOC significantly

22. Multichannel Delivery
Extract once and
distribute to multiple targets.
With StreamServe
Personalised distribution of content.
Multi-Channel delivery of content (simultaneously).
Multi-Formats delivery (simultaneously)
Without StreamServe
One channel only.
One format only.
Recipients can’t select their preferred communication channel.
SMS
SMTP/MIME

23. Print
PCL, PostScript, AFP…

24. Print
Print barcodes, RFID tags...

25. StreamServe
and RFID
StreamServe RFID for Supply Chain Logistics Business Issue StreamServe Can Influence
Business partners demand
A very high level of supply chain accuracy
Perfect Orders
Or….production stops if components or material arrives late
Or….customers cancel orders when finished goods do not ship on time
Manufacturing initiatives force suppliers to improve inventory/shipment accuracy
Lean manufacturing
Vendor Managed Inventory (VMI)
Just In Time Manufacturing (JIT)
Starting with the Business Issues our customers are facing today in the Supply Chain Logistics processes, there are two levels of issues depending on who you ask.
At the middle management / operational side there are issues like ”how can we increase the supply chain accuracy, how can we reach the perfect order, how can we improve and tighten the relations with our suppliers in the supply chain processes?”. There is also an issue with loyalty within manufacturing. If an order is wrong, production stops, material arrives late it is a big risk that customers cancel orders and goes to another supplier.
At top management within Logistics they struggle with issues like what technique, inititive or process model should we use to minimize waste, human effort, space, tools, inventory and engineering time to develop a product (Lean Manufacturing). Also how can we adjust the supply and demand gaps (VMI) and how can we have the right part at the right place in the right amount at the right time (JIT). These techniques shortens cycle times, decreases the amount of inventory that a company carries, increases quality, decrease cost and leads to satisfied customers. Examples of techniques and initiatives are VMI, Lean Manufacturing and part of that is the JIT technique.
Lean manufacturing is the production of goods using less of everything compared to traditional mass production: less waste, less human effort, less manufacturing space, less investment in tools, less inventory, and less engineering time to develop a new product. Lean manufacturing is a generic process management philosophy derived mostly from the War Manpower Commission which led to the Toyota Production System (TPS)[1] and also from other sources. It is renowned for its focus on reduction of the original Toyota 'seven wastes' in order to improve overall customer value but has some key new perspectives on how to do this. Lean is often linked with Six Sigma because of that methodology's emphasis on reduction of process variation (or its converse smoothness) and Toyota's combined usage (with the TPS). Toyota's steady growth from a small player to the most valuable and the biggest car company in the world has focused attention upon how it has achieved this.
Vendor Managed Inventory (VMI) is a family of business models in which the buyer of a product provides certain information to a supplier of that product and the supplier takes full responsibility for maintaining an agreed inventory of the material, usually at the buyer's consumption location (usually a store). A third party logistics provider is involved who makes sure that the buyer have the required level of inventory by adjusting the demand and supply gaps.
As a symbiotic relationship, VMI makes it less likely that a business will unintentionally become out of stock of a good and reduces inventory in the supply chain. Furthermore, vendor (supplier) representatives in a store benefit the vendor by ensuring the product is properly displayed and store staff are familiar with the features of the product line, all the while helping to clean and organize their product lines for the store.
One of the keys to making VMI work is shared risk. Often if the inventory does not sell, the vendor (supplier) will repurchase the product from the buyer (retailer). In other cases, the product may be in the possession of the retailer but is not owned by the retailer until the sale takes place, meaning that the retailer simply houses (and assists with the sale of) the product in exchange for a predetermined commission or profit. A special form of this commission business is scan-based trading whereas VMI is usually applied but not mandatory to be used.
This is one of the successful business models used by Wal-Mart and many other big box retailers. Home Depot uses the technique with larger suppliers of manufactured goods (ie. Moen, Delta, RIDGID, Paulin). VMI helps foster a closer understanding between the supplier and manufacturer by using Electronic Data Interchange formats, EDI software and statistical methodologies to forecast and maintain correct inventory in the supply chain. Vendors benefit from more control of displays and more contact to impart knowledge on employees; retailers benefit from reduced risk, better store staff knowledge (which builds brand loyalty for both the vendor and the retailer), and reduced display maintenance outlays. Consumers benefit from knowledgeable store staff who are in frequent and familiar contact with manufacturer (vendor) representatives when parts or service are required, store staff with good knowledge of most product lines offered by the entire range of vendors and therefore the ability to help the customer choose amongst competing products for items most suited to them, manufacturer-direct selection and service support being offered by the store, and finally the relatively frequent occurrence of "Well, I'm pretty sure this is right for your needs but let me take you over to Luc; Luc works for Company X and he's the real expert on their stuff".
Just-in-time (JIT) is the most used and recognized lean manufacturing technique. For many years just-in-time has been misused or misunderstood for many American manufacturing companies. According to the book, "Running Today's Factory", some people think that JIT means Just Implement Techniques, in other words, use "best practices". The correct definition of just-in-time is having the right part at the right place in the right amount at the right time. This technique shortens cycle times, decreases the amount of inventory that a company carries, leads to low work-in-process (WIP), and creates a flexible atmosphere for the type or amount of product that a company would like to run and most of all streamlines work flow through a manufacturing facility. 25

26. StreamServe
and RFID
Customer’s Perception Of The Related Problems “Business partners demand a very high level of supply chain accuracy/perfect orders”
Inventory quantities are often hand written on move tickets
Inventory transactions are often manually entered into applications
Humans make mistakes resulting in inventory inaccuracies
Perfect orders (right quantity/right time) are very hard to ship
Manual processes can only be made faster with the increase of head count
Shipping the wrong goods to the wrong location results in returns
Processing returns and related transportation costs is ultra expensive
Creates unsatisfied customers
Potential for lost supply contracts
When we investigated theses issues at our customers and tried to focus on the parts where StreamServe could have influence we discovered that:
... 26

27. StreamServe
and RFID
StreamServe enables material movement processes to be automated by printing RFID tags for documents, items and parcels
StreamServe uses data from existing application output to create RFID tags in addition to the existing document, without altering the existing application program
StreamServe enables enterprise systems to produce RFID tags
centrally, reducing the cost of multiple installations
decentrally, depending on the desired architecture of the customer
StreamServe, by encoding information in RFID tags, enables the automation of all inventory movements assuring 100% accuracy of supply chain data
Enabling organizations with 100% inventory accuracy assures the right products are shipped, to the right locations, at the right time – Supporting the Just-In-Time technique.
So now we have covered RFID in a general way, now we will focus on the StreamServe part. In a StreamServe configuration you can now in a template area add space for an RFID-tag and configure settings for the specific tag. And this feature enables material movement... 27

28. Thank you for your order!
Fax
A system to connect to your fax software...
Thank you for your order!

29. PDF
A system to create documents that are supported on all operating systems. Easy to , print and store in digital archive.

30. Email A system to connect to your email software...
M3 Output Solution can create an order acknowledgement as a PDF and then attach it to an .
If the order consists of items that comes with a special transport declaration or installation guide, it can be attached at the same time!

31. Example, Purchase Order Report
Excel
Example, Purchase Order Report

32. Archive
Customer Services
views same
document
as customer 32

33. My invoices on the web
Customers have access to all documents on the customer web in PDF format (exactly the same layout as the paper copy).

34. Electronic Invoicing

35. E-Invoicing with StreamServe
Business Value Solution Explanation
Increased operational efficiency
Greater expense control
Accommodates company business model and business process
Removes cost for print, paper and postage.
Multi channel distribution of customised invoices
Electronic Invoicing
Enables customers to convert to electronic invoicing with a custom connection
Increased customer satisfaction
Creates increased brand awareness
Self Service
KEY SLIDE! Make sure you understand how to navigate through this one
NOTE: In slideshow mode….if you click on the hyperlink for electronic invoicing it will take you to the TDC case study…..click the electronic invoicing title on TDC and that will take you to the 2nd part of the TDC case study….click on electronic invoicing title and it will take you to Copaco…click on the electronic StreamServe logo lower right on Copaco and it will return you to the solutions slide
The idea here is to let people know that they can solve a range of very specific business problems using our StreamServe EU-Invoicing application…..so the idea is to dig at areas of concern for these companies…..
Electronic Invoicing: are you maximizing your ability to cost effectively create and deliver both paper and electronic invoices?
Self Service: are you simplifying the experience (and cutting costs at the same time?)
Compliance: How are you currently creating the necessary invoices you need to comply with regulatory compliance policies
Meet complex local and cross border regulatory requirements more efficiently
Compliance
Communicate compliant invoices in accordance to EU directive 2001/115/EC

36. Case Study: Electronic Invoicing
Denmarks largest telecom service provider with 14 million customers in Denmark
Business Problem
All companies in Denmark are by law forced to send electronic invoices to all municipalities.
Business Goals
StreamServe enables TDC to respond to these demands and send electronic invoices in the requested format – OIOXML
Improves cash run rate
Results with StreamServe
TDC responded to the Danish law requiring that they send electronic invoices to municipalities and thereby saved money not only for themselves but also for the Government
14% of all distributed invoices are sent out as an electronic invoice which improves the customer satisfaction
Self explanatory

37. Post-processing
Staging documents
Postbank have achieved cost reduction from 51 to 25 Euro cents per document for print process, handling and postage.
ERP A
Post-processor Repository B A
Stream-
Server
Document
Broker
WMS B C
Example - 100,000 documents
At 51 cents = €51,000
At 25 cents = €25,000
CRM C

38. Important!
All customers can take advantage of StreamServe Base Package
Two upgrade steps
Customers existing layouts needs to be converted
M3 layout repository for the customers version needs to be converted

39. Turn StreamServe into a competitive advantage
Make a difference for your customers, partners and suppliers
Complete integration of the Output Management System
Composition (sorting, barcode, dynamic overlays)
Multi channel distribution
Archiving
Post Processing
High volume
Fail over, high availability, scalability
Strong differenciator
Just select the right channel

40. Thank you for your attention
Paul Swaddle
Pre-Sales Manager UK
+44 (0)
Rikard Ellbrant
Lawson Partnership Manager