Papyrus Document System for Effective Customer Communication Billing Solutions across Industries and Platforms GPU, USA 4.3 Million international customers are invoiced using GPU’s Bill Print Solution which is based on the Papyrus Document System and it’s flexible integration of SAP data. Page 4 Telekom Austria The Austrian national telecom provider generates phone bills incorporating mainframe data and data from SAP for all it’s customers. Papyrus WebArchive provides the link to the IXOS archiving system. Page 8 debitel AG, Germany Successful outsourcing of telephone bills - debis produces high quality consolidated telephone bills for leading German mobile phone service provider debitel AG. Page 9 Belgacom, Belgium Multiple telephone lines and services are combined into one consolidated phone bill. Summarized payments and the automatic generation of a payment slip add convenience for the customer. Page 11 ----------------------------------- Corporations seek integrated solutions, not just products. Your business documents are your primary points of contact with customers. They are critical to effective customer communication and must be generated in a highly personalized way in a variety of formats. Ideally, the document is developed once and used in the same electronic format for printing to different printer hardware and for the Web. The Web Creates New challenges Today’s solutions on the market assemble products of different vendors that are not integrated. They either propose to develop the document for each printer type and once more for Web presentation or they will recommend you to rewrite your business data application in a tagged based language format such as XML or HTML. This results in expensive and time consuming coding efforts associated with the maintenance of multiple systems which will cause serious inconsistencies between the paper and the Web based document model. For printing, a high quality output is desirable, but electronic file formats such as HTML do not print well. On the Leading Edge Using Papyrus, the previous does not apply. Papyrus can work directly with any type of business data in any format. By generating an architectured electronic document format, the same document can be used for multi channel output. There is no requirement for extensive consulting services or many months of coding. Papyrus guarantees the perfect result for all output targets. Providing Total Solutions Papyrus can leverage existing data directly from ERP systems or other sources and produce high quality document output in a variety of formats. Regenerating the document for each format is not required. ------------------------------------ Effective Customer Communication by creating a Highly Personalized Bill for Web Delivery and Automated Print A Document Development All document resources are developed centrally with Papyrus Designer on a PC platform including 'Prompting' requests for the end-users if required. Prompts can be defined to control the layout, execute dynamic text-editing and new text generation and to call external elements such as text and images. H B Messaging The Papyrus Client is used by the end-users to edit text elements in a front-end document application. To secure that only those text elements go into production that have been authorized, a signoff based on the 'four eye principle' can be implemented. All documents generated by the users are stored in a transfer area to be picked up by the application. G C Bill Formatting The input data is selected and transferred to the server. The layouts/forms and text elements are dynamically loaded by the Papyrus DocEXEC to be formatted with the billing data into an AFP file. In case of missing elements, an error log file is generated. G D Web Delivery The document file produced in batch is split up according to the AFP index information and checked into the Papyrus WebArchive. F E Email Notification The customer is informed by an e-mail notification that his bills are available on the website. These e-mail notifications are sent at night and contain the hyperlink to the website. G F Internet Viewing The user logs in through the corporate website where security and authorization is performed by the banking portal. The WebArchive interface generates an HTML page of available bills for this customer. Once the user selects bills from WebArchive, the documents are converted on the fly to PDF/GIF for viewing. G G Output Management In case the customer does not pick up his bills via the Internet, they are checked out from the WebArchive after a few days and transferred to the Papyrus PrintPool. Each night a bundling and sorting run produces an AFP file with enveloping OMR markers, which is transferred to high-speed printing and mailing. H ---------------------------- GPU Energy Utility Bill Processing Company Info GPU Inc., is an international provider of energy-related infrastructure and services. Domestically, its three electric utility subsidiaries - doing business as GPU Energy - annually provide approximately 44 billion kilowatt-hours of electricity serving two million customers in Pennsylvania and New Jersey. GPU Advanced Resources, Inc. sells competitive retail energy and services in the Mid-Atlantic region. Altogether, GPU serves more than 4.3 million customers around the world. The Requirements In conjunction with Y2K preparations, GPU Energy started a project to migrate business applications from mainframe processing to SAP R3 on the HP-UX operating system platform. Packaged SAP reports did not provide the flexibility, quality and print processing required for GPU to conduct business. Print software requirements included: • Flexible print formatting including IPDS and PCL • Dynamic Formatting including multiple languages and charts (pie, bar) • Handling of SAP RDI (raw data interface) • Integration with postal software processing and barcode support • WYSIWYG design of applications including spell check • AFP resource compatibility • Highlight Color and Full Color support Decision Criteria for Papyrus GPU selected Papyrus Document Solution based on ISIS' response to the requirements and rapid development capabilities. In a very short time, ISIS was able to quickly produce a sample Papyrus billing application using the sample SAP data and layout that GPU provided. The Solution GPU's Bill Print solution uses Papyrus Designer and Papyrus DocEXEC. With Papyrus, GPU nightly processes regular bills for its three subsidiaries with volumes of 50,000 to 200,000 accounts and collective/ master/voucher processing of 10 to 100 bills, varying from 5 to 200 pages. Additional applications include letters with volumes of 100 to 30,000 per cycle and check generation with volumes of 25,000 monthly. Papyrus Designer’s WYSIWYG design capabilities enables rapid development and updating of new or changed bill formats. Features used include conditional processing to produce consolidated billing for multiple services and for the different subsidiaries, data-driven power usage comparison charts, and conditional notices and marketing messages. To start batch processing, SAP application servers generate RDI or plain text and print the data to remote queues. Each data type is printed to a unique queue. Then a series of UNIX scripts automate formatting and printing. • The first script, checks for the number of concurrent spool runs and launches the formatting procedure. • The second script invokes Papyrus DocEXEC formatting for each spool request, creating an index file and log file that is passed to postal processing which adds the carrier route information. • The third script checks that all post-processing is completed, merges the updated log information and runs the postal optimization to generate the final print order for maximum postal discounts. Then this print order is input to the Papyrus DocEXEC postprocessing application which imports the earlier pre-composed, indexed AFPDS documents in the correct order, adds the additional document information including carrier routing and barcodes, and produces the final AFPDS. This final AFPDS is then processed by the OCE print server and printed on the Pagestream 1000. Benefits • How quickly GPU staff learned to use Papyrus Designer to develop applications • How Papyrus handles the SAP RDI data file • How easily and quickly GPU developers can make changes to applications • Ease of integration with postal processing and archive software ------------------------------------ Use virtual document strategies and on-the-fly document assembly with Papyrus to create documents which are customized down to the sentence for each individual recipient. Strengthen Customer Relationships with Highly Individualized 1:1 Business Communication A Electricity Bill Customer has only electricity service. e Logos are dynamically imported as variable information and printed in digital spot color. e Contact information is clearly highlighted to promote a 1:1 relationship. e Most effective individual marketing messages to inform the customer of special programs. e Data driven bar charts show usage history. e Dynamic tables showing the payment due. e A barcode is added to ensure accurate delivery and to receive postal discounts. B Gas Bill Customer has only gas service. e Dynamic composition allows for personalized marketing text. e Dynamic tables show payment due. e Data driven charts show gas usage history. C Consolidated Electricity and Gas Bill Customer has both electricity and gas service. e Powerful design capabilities for a personalized professional presentation. e Targeted 1:1 messaging. e Consolidated bills are attractive, easy to follow and cost effective. e Data driven charts show usage history of electricity and gas which provides instant understanding of the displayed data. D New Customer Bill First bill for new customer. e No usage history applies. Therefore a welcome letter is printed. Carefully worded, strategically placed messages are used as a part of a communication strategy that has effective, immediate impact on customer behavior. E Payment Overdue Reminder to pay the bill. e Highlighting the amount due, due date and indication that payment is overdue draws the reader’s attention to the important information. QUICK FACTS Development time: 1 week Formatting on OS/390, UNIX, NT, Linux Printing in color on IPDS, IJPDS, PS, PCL, Metacode Integrated Output Management Viewing in PDF, GIF and AFP format Archiving in AFP, PDF and TIFF ------------------------------ Telekom Austria uses Papyrus to generate dynamic, personalized and innovative multichannel telephone bills Project Details • Graphical bill design and development on Windows NT • Batch bill production on OS/390 incorporating mainframe data and data from SAP • Payment Overdue statement using data from SAP on AIX • Printing on mainframe channel attached IPDS printers • Archiving in TIFF format in IXOS using Papyrus WebArchive on AIX Papyrus Products used by Telekom Austria • Papyrus Designer Suite for graphical development of all documents on Windows NT • Papyrus DocEXEC bill formatter on OS/390 • Papyrus WebArchive for linking to IXOS as the longterm archiving system Document Features used • Data is taken directly from SAP • Reusable building blocks speed development and help preserve a corporate identity • Page breaks are fully automatic with margin, break and keep controls. No need for application generated blank lines and page feeds • Subtotal is calculated at page break • Decimal alignment for columns • Document can be printed in 240, 300 and 600 dpi and outline fonts • Fully code page independent • Spot color and full color support • Reprint header and subtotal on the following page • Documents can be sorted by numbers of pages into several output files to support different envelope sizes • Automatic generation of control marks for envelopes - OMR code • One step INLINE page reordering • The same data stream can be printed 1-up or n-up while still controlling the position of pages on the sheets • The truly device independent data stream allows for efficient electronic archiving • Provides reviewing and reprinting according to document index QUICK FACTS Fixed network: 63% market share with 3.2 million all digital access lines Mobile Communications: 45% market share with 2.8 million customers Internet: 28% market share with approximately 300.000 subscribers Revenue: 3.9 billion Euro in 2000 ------------------------------- debitel AG Successful Outsourcing of Telephone Bills debitel AG has been successfully involved in telecommunications, the fastest growing sector of the German economy, since 1991. debitel offers products and services in the areas of mobile telephony, fixed-line telephony and the Internet. debitel is already the leading network-independent telecommunications company in Europe with 3 million customers, almost DM 3 billion revenues and over 2,000 employees at the end of 1998. Almost 40% of debitel's customers are now gained by subsidiaries in France, Holland, Belgium, Denmark and Slovenia. At the end of June 1999, debitel had 3.85 million customers and revenues for the first six months of DM 1.7 billion - the most successful half year in the company's history. For the production and handling of its telephone bills, debitel decided for outsourcing with Debis Systemhaus Drescher, a very successful IT service company, which offers the complete service cycle from document application development to fulfillment. Debis uses the complete Papyrus Document System for development, post processing, optimization and printing. debitel supplies only the data file for processing. Once the production run has been performed, Debis sends a verification set of pages to debitel by email. They use the Papyrus Client Viewer to preview and test print the bills for sign-off. The bill design uses the following features: • Each bill is a consolidated bill, which is structured completely individually based on the various services the customer uses. • The bill is structured in an overview page with charts, the actual invoice with the transfer slip and a call detail section. Inserts are added logically during printing and physically by the inserter. • Two charts are created, one showing the call cost distribution over the month and the other one showing how the calls are distributed over 24 hours. • The printing is done on an OCÉ spot color printer, printing logos and other bill details in the company color of debitel. • Debis uses an Oracle based Papyrus PrintPool to perform the post processing with OMR coding and inserting and the optimization of the mail stream for maximum discounts from 30,000 envelopes per run. Debis produces for debitel 60 million envelopes per month, which total to more than 200 million pages per year. The design is performed on NT design stations with production formatting and post processing running on Sun servers with Oracle database. The enveloping and inserting equipment used and controlled by barcodes and OMR codes is from Kern. Debis also runs Papyrus production for other mobile phone companies such as e-plus and o.tel.o and other outsourcing print services. --------------------------------- Electronic Communication Meets the Printed Document Not so long ago it was a privilege to have one telephone per household. Today in western countries many households have several phone lines or phone types which they use. The market for cellular phones and pagers is booming as never before. This leads to an interesting paradox, where companies specializing in electronic communication depend on high quality printed matter to perform their business. Even though this may sound incredible, most telecommunications companies would not be able to invoice the majority of their customers any other way. Additionally telecom companies are facing government deregulation of telecommunication services. It is the new competition which now causes these providers to look for better ways to serve and market to their customers. The monthly or other types of regular invoices are such marketing means. The Requirements • Fast and easy graphical development of the bill • Formatting in high volumes on a variety of platforms • Merging of data files into one document • Use any kind of data file (Edifact, TIMM, ASCII, XML..) without data tagging • Merging conditionally marketing messages into the body of the invoice • High speed formatting... • Viewing, reprinting, faxing and e-mailing the bills • Internet bill presentment • The customer has a choice to either receive the printed bill or receive it electronically via the Internet • Better presentation of bill information by using dynamic charts and color ISIS has implemented the Papyrus Document System for bill production and presentment at many large telecom providers worldwide. AMS American Management System has chosen Papyrus as their standard document system for Tapestry. We have worked with other billing systems such as LHS at Maxis in Malaysia or Keenan at Telephonica del Peru and we have successfully used different business data formats like EDIFACT or TIMM. Telcos like SwissCom are producing over 200 million pages a year on an OS/390 mainframe, Mannesmann Archor in Germany using HP/UX, German DeTe Mobile DEC Alpha and Belgacom WinNT. Many of them are using very sophisticated layouting functions with conditional marketing messages, charts, color, consolidation of all services in one bill, table of contents, 1 of N page numbering and certainly they all require national language support. Key Decision Criteria for Papyrus • Fast and powerful graphical development of bill application on a PC platform • One time development for all output targets including the Internet • Very flexible data interface, no data tagging! • No coding required, powerful visual programming is provided • Many different dynamic chart types and color options • Bills are generated in a printer and platform independent electronic format • Choice of 11 platforms from mainframe to NT for formatting • Powerful national language and codepage support • Automatic generation of document index by DocEXEC • Perfect viewing and reprinting, faxing or e-mailing of bill covers customer care requirements • Print transparently to IPDS, Xerox Metacode, PCL, PS and Scitex IJPDS • Control fields, XML and the printable document are generated at the same time • Companies can provide an Internet based service where customers can see their bills and statements as XML data content or exactly as they were printed using a browser in PDF, GIF or AFP format The Solution • Development of all document types with the Papyrus Designer Suite of products on WinNT/95/98/2000 • High volume formatting of documents with Papyrus DocEXEC on OS/390, SUN Solaris, HP/UX, DEC Alpha, AIX, SCO UNIX, NT and OS/2 • Printing can be done using Papyrus Server or any other AFP compatible print service to IPDS, PCL, PS, Xerox Metacode, Scitex IJPDS • Internet based Print/Job and Spool Management is provided by Papyrus WebControl • Documents can be stored with index in the Papyrus Printpool and Papyrus WebArchive for reprinting, e-mailing, faxing and Internet presentation in PDF, GIF and AFP format • An XML interface offers linking to other archiving systems Summary: The Papyrus Document System is the most integrated solution for state of the art telecom document design and printing. ----------------------------- BELGACOM and BELGACOM MOBILE Telephone bills for multiple lines and services ( Consolidated invoices combine all telephone services ( On the first page a dynamic box summarizes all payments. The amount due is shown on an attached payment slip for electronic payment transfer ( On subsequent pages a complex table structure is used to present the detailed information of calls for every phone line ( Documents are sorted by number of pages to support different envelope sizes ( To accommodate post processing equipment, a single formatting run produces documents last page first ( Formatting speed is up to 400.000 pages per hour on a single Pentium PC running Windows NT ( Depending on the number of pages per document, the application is printed on an IBM 3900 continuous forms printer or on a Xerox cutsheet printer QUICK FACTS Location: Brussels, Belgium Phone lines: 5 million Mobile phone customers: 3.3 million Internet clients: 1.6 million Revenue: 1.4 billion U$ Employees: 22,700 ------------------------------- Billing References Telekom Austria Austria Belgacom/Belgacom Mobile Belgium Northern Telephone Canada Postens Mailburo Denmark debitel Germany DeTe Mobil Germany Mannesmann Arcor Germany Vodafone Germany BEZEK Israel Edisontel Italy Maxis Malaysia Telephonica del Peru Peru Smart Communications Philippines Polcomtel Poland Singapore Telecom Singapore Jazz Telecom Spain Swisscom Switzerland Far Eas Tone Taiwan Advanced Info Service Public Co. Ltd Thailand CAT Thailand Samart Corporation Thailand Thai Telephone & Telecommunications Thailand Telecomasia Thailand Total Access Communication Thailand British Telecom United Kingdom MCI Worldcom United Kingdom Orange United Kingdom AMS American Management System USA Stadtwerke Kiel Germany Stadtwerke Wuppertal Germany Israeli Electric Company Israel PMS Italy Gas Natural Spain Connext USA GPU USA Keyspan USA ------------------------------ From the Idea to the Output Develop Highly Targeted One-To-One Business Documents within Days. Papyrus Designer: Document layout, data and logic definition on one screen Papyrus Designer Suite Document Design: integrated, precise, rich functionality ( Document design is graphical and fully integrated ( Highest presentation accuracy. 100% WYSIWYG. Dot accurate ( Embedded formatting engine enables immediate viewing of all document pages during design ( Drag and drop document elements ( Visual programming using logic tree. No coding required ( Powerful cross referencing between data, logic and document layout ( Self documenting ( Very complex document logic definition possible due to programming language support ( Work with the real data, logic, print resources and document on screen ( Use any Adobe, TrueType, AFP rasterfonts in 240, 300 or 600 dpi or AFP outline fonts ( Generate data driven full color charts based on the input data Document Formatting: high speed, efficient, powerful ( Use any data type, control structure and sequence (channel codes,DJDE, SAP, ) ( Available on OS/390, AIX, Sun, HP/UX, DEC Alpha, Win95/98/2000/NT, OS/2 ( Text and page formatter ( Dynamic and scalable TIFF to IOCA conversion ( List and log files ( Substitution tables and upper/lower case conversion ( Text and table formatting with right, left, center, decimal and justify alignment ( Dynamically inverted or shaded text fields and areas ( Document colors can change with data variables ( Print variable text in any angle ( Define any number and size of logical pages for one physical page ( Decimal positioning for columns ( One formatter run produces ‘1 of n’ page numbering and OMR controls ( Dynamic chart graphs from variable data. 2D and 3D charts in full color. ( Generate document indexes for multiple output files (i.e. ACIF, ...) ----------------------------