Case Study: Nederlandse Spoorwegen achieves up to 80% cost savings and one-hour content updates with OpenText (SAP Document Presentment)

Dutch Railways Brings Customer Communications on Track with OpenText

Dutch Railways (Nederlandse Spoorwegen, NS) is a major European operator with more than 34,000 employees and over 1.2 million passenger journeys a day. Facing millions of customer interactions and a fragmented template landscape (350+ templates, 600+ variables), NS needed a centralized, omni-channel communication solution to streamline contact-center operations, reduce print costs and speed up change management that previously could take months.

NS deployed SAP Document Presentment by OpenText to centralize and automate customer communications across SAP CRM and other systems. The solution cut print to 3% (97% email), digitized more than 90% of communications, reduced template complexity and publishing time, and lowered template creation/maintenance costs by up to 80%. Changes that once took months now take days—or often just one hour with no coding—while improved tracking and a lean content library have sped time-to-market and boosted first-time enquiry resolution.

Nederlandse Spoorwegen

Mijno van der Ploeg

Product Owner and Information Analyst