Sales Guide - Communications

Version: 1.0
Last Updated: 2025-01-15
Component Status: Generally Available (GA)
Audience: Sales Team, Account Managers, Solution Architects

---

1. Component Overview

1.1. What is Communications?

Swedwise Communications is a cloud-based document generation platform built on OpenText Communications (Exstream), enabling organizations to create high-volume, personalized customer documents at scale.

In Simple Terms:

"Generate millions of professional, personalized documents with consistent branding and compliance - from invoices to contracts to statements."

1.2. Value Proposition

Capability	Business Value
High-Volume Document Generation	Process millions of documents in hours, not days
Template-Based Design	Business users create templates without IT/coding
Dynamic Personalization	One template serves all customers with unique content
Multi-Format Output	PDF, HTML, print-ready formats from single source
Brand Consistency	Enforce corporate design standards automatically
Compliance Assurance	Audit trails, version control, regulatory compliance

1.3. Technology Foundation

OpenText Communications (Exstream):

• Market-leading Customer Communication Management (CCM) solution
• Used by 80% of Fortune 500 companies
• Processes over 100 billion documents annually worldwide
• Proven scalability, reliability, and compliance

Swedwise SaaS Layer:

• Cloud infrastructure and operations
• Swedish data residency
• 24/7 monitoring and support
• Automatic updates and patches

---

2. Use Cases

2.1. Invoice and Statement Generation

Business Challenge

Organizations need to generate and deliver thousands or millions of invoices, statements, and billing documents each month with accuracy, speed, and compliance.

Solution Capabilities

• Automated generation from ERP/billing systems (SAP, IFS, Oracle, M3, etc.)
• Dynamic content - personalized based on customer data, usage, charges
• Multi-format output - PDF, print-ready, HTML for web/email
• PEPPOL e-invoicing - automatic electronic invoicing via Logiq integration
• Audit trail - complete tracking from generation to delivery

Customer Benefits

• Reduce processing costs by 60-80% through automation
• Faster billing cycles - from weeks to days or hours
• Fewer errors - automated data validation and quality checks
• Improved cash flow - faster delivery = faster payment
• Compliance - automatic archiving, audit trails, regulatory reporting

Typical Customers

• Utilities: Energy companies, water utilities, telecommunications
• Financial Services: Banks, insurance companies, pension funds
• Municipalities: Tax bills, service invoicing, citizen communications
• Retail/E-commerce: Order confirmations, invoices, receipts

ROI Example

Mid-size Utility Company (100,000 customers):
- Current: Manual invoice processing @ 15 SEK/invoice = 1,500,000 SEK/month
- With Automation: 5 SEK/invoice = 500,000 SEK/month
- Monthly Savings: 1,000,000 SEK
- Annual Savings: 12,000,000 SEK
- Solution Cost: 100,000 SEK/month (1,200,000 SEK/year)
- Net Annual Benefit: 10,800,000 SEK
- ROI: 900% first year

2.2. Contract and Policy Documents

Business Challenge

Organizations need to generate complex, legally compliant documents (contracts, policies, agreements) with accurate, personalized content and consistent branding.

Solution Capabilities

• Template management - centralized, version-controlled templates
• Dynamic assembly - combine standard clauses with custom content
• Data integration - populate from CRM, policy systems, databases
• Workflow integration - approvals, reviews, e-signature
• Multi-language - automatic language selection and translation
• Brand consistency - enforce corporate design standards

Customer Benefits

• Faster document creation - minutes instead of hours
• Reduced errors - template-driven, data validation
• Compliance assurance - approved templates, audit trails
• Version control - track changes, manage revisions
• Professional appearance - consistent, branded output
• Easy updates - change templates centrally

Typical Customers

• Insurance Companies: Policy documents, endorsements, claims letters
• Banks: Loan agreements, account opening documents, disclosures
• Legal Services: Contracts, agreements, legal notices
• Real Estate: Lease agreements, purchase contracts, tenant communications

Time Savings Example

Insurance Company:
- Current: 2 hours to create policy document manually
- With Automation: 2 minutes automated generation
- Time Savings: 98%
- 1,000 policies/month = 2,000 hours saved = 25 FTEs

2.3. Regulatory and Compliance Documents

Business Challenge

Organizations must generate legally required communications (privacy notices, terms updates, regulatory disclosures) with proof of creation and compliance with strict timelines.

Solution Capabilities

• Compliance templates - pre-approved for regulatory requirements
• Automated scheduling - generate on required timelines
• Version control - track template changes, ensure approved versions
• Archive integration - automatic long-term retention
• Audit reporting - what was generated, when, from which template
• Multi-language - regulatory content in all required languages

Customer Benefits

• Compliance assurance - never miss a regulatory deadline
• Reduced risk - documented proof of communication
• Lower costs - automated instead of manual processing
• Complete audit trail - ready for regulatory inspection
• Scalability - handle millions of documents automatically
• Peace of mind - know you're compliant

Typical Customers

• Banks: Basel III disclosures, MIFID II communications, GDPR notices
• Insurance: Policy change notifications, regulatory updates, disclosures
• Healthcare: HIPAA notices, patient rights, privacy communications
• Municipalities: Public notices, legal announcements, citizen rights

---

3. Key Features

3.1. Template Designer

Feature	Description	Business Value
Visual Designer	Drag-and-drop template creation	No coding required - business users can create templates
Dynamic Content	Insert personalized data, conditional content	One template serves all customers with personalized content
Multi-Language	Automatic language selection, translation support	Single template, multiple languages
Branding Controls	Corporate design standards, style enforcement	Consistent brand across all communications
Complex Layouts	Multi-column, tables, charts, images	Professional documents matching any design requirement
Data Validation	Built-in validation rules, error checking	Prevent errors before documents are generated

3.2. Document Generation Features

Feature	Description	Business Value
Batch Processing	Generate thousands to millions in parallel	High-volume processing in minutes
Real-Time Generation	On-demand document creation via API	Instant document generation for customer requests
Multi-Format Output	PDF, HTML, XML, AFP, PostScript, PCL	Any format for any channel or device
Watermarking	Add draft/confidential watermarks	Distinguish document status visually
Barcodes & QR Codes	Generate dynamic barcodes	Enable automation, tracking, and verification
Variable Data Printing	Personalize print output	Cost-effective high-volume printing

3.3. Integration Features

Feature	Description	Business Value
REST API	Modern API for integration	Easy integration with any system
Database Connectors	Direct database connections	Access data without custom development
ERP Integration	Pre-built connectors for SAP, Oracle, IFS, M3	Faster implementation, proven integrations
CRM Integration	Salesforce, Microsoft Dynamics connectors	Personalization from CRM data
File-Based	FTP, SFTP, file drops	Support legacy systems and batch processes
PEPPOL	E-invoicing via Logiq integration	Electronic invoicing compliance

3.4. Management Features

Feature	Description	Business Value
Template Versioning	Version control, approval workflows	Track changes, ensure only approved templates used
User Management	Role-based access control	Security, compliance, proper segregation
Reporting Dashboard	Usage analytics, performance metrics	Visibility into operations, optimization insights
Audit Logging	Complete activity tracking	Compliance, troubleshooting, security
Resource Management	Allocate capacity, manage quotas	Fair resource distribution, cost control

---

4. Benefits

4.1. Cost Reduction

Benefit	Typical Savings	How Achieved
Eliminate Manual Processing	60-80%	Automation replaces manual document creation
Reduce Print and Mail Costs	40-60%	Digital-first delivery, print only when needed
Lower Development Costs	70-90%	Pre-built templates and integrations
Lower Compliance Costs	40-60%	Automated compliance, audit trails

Example Cost Savings:

Mid-Size Organization (50,000 documents/month):
- Current Costs:
  - Manual processing: 500,000 SEK/month
  - Print and mail: 300,000 SEK/month
  - Support overhead: 150,000 SEK/month
  Total: 950,000 SEK/month

- With Swedwise Communications:
  - Solution cost: 75,000 SEK/month
  - Reduced print/mail: 120,000 SEK/month
  - Support overhead: 50,000 SEK/month
  Total: 245,000 SEK/month

- Monthly Savings: 705,000 SEK (74% reduction)
- Annual Savings: 8,460,000 SEK

4.2. Operational Efficiency

Benefit	Impact	Time Savings
Automated Processing	90% time reduction	Hours to minutes
Template Management	Single update, all documents	No manual updates needed
Batch Processing	Millions of documents overnight	24/7 processing
Error Reduction	95% fewer errors	Less rework, fewer support calls
Scalability	Handle 10x volume without staff increase	Elastic capacity

Operational Efficiency Example:

Insurance Company - Policy Document Creation:
- Manual Process:
  - 2 hours per document
  - 5 staff members
  - 20 documents/day
  - 400 documents/month capacity

- Automated Process:
  - 2 minutes per document
  - 1 staff member (monitoring)
  - 240 documents/hour
  - 40,000 documents/month capacity

- Improvement: 100x capacity increase with 80% staff reduction

4.3. Compliance and Audit Trail

Benefit	Impact	Risk Reduction
Complete Audit Trail	Every document tracked	Regulatory compliance
Version Control	Template changes tracked	Prevent unauthorized changes
Automated Archiving	Long-term retention	Legal requirements met
Access Control	Role-based permissions	Prevent data breaches
Regulatory Reporting	Automated compliance reports	Pass audits easily

---

5. Typical Customer Profile

5.1. Volume Thresholds

Good Fit:

• 10,000+ documents per month
• Multiple document types
• Need for automation

Great Fit:

• 100,000+ documents per month
• Complex personalization requirements
• Regulatory compliance needs
• High cost of manual processing

Perfect Fit:

• 1,000,000+ documents per month
• Mission-critical communications
• Strict SLA requirements
• Multiple systems integration

5.2. Current Pain Points

Pain Point	Indicator	Discovery Question
Manual Processing	High labor costs, slow delivery	"How many people are involved in creating and sending documents?"
Legacy Systems	Old technology, expensive to maintain	"What system are you currently using? How old is it?"
Compliance Risk	Audit findings, regulatory concerns	"How do you track and prove generation of required documents?"
Scalability Issues	Can't handle volume spikes	"What happens during peak seasons or volume spikes?"
High Error Rates	Manual data entry, inconsistent templates	"How often do you find errors in documents after they're sent?"

---

6. Competitive Positioning

6.1. vs. Legacy Document Systems

Factor	Legacy On-Premise	Swedwise Communications
Infrastructure	Customer owns/operates	Fully managed by Swedwise
Upfront Cost	High (500K - 2M SEK)	Low (100K SEK onboarding)
Monthly Cost	Maintenance (10-15%)	Subscription (predictable)
Updates	Manual, expensive projects	Automatic, included
Scalability	Fixed capacity, over-provision	Elastic, pay for what you use
Time to Value	6-12 months	2-4 weeks

Positioning:

"You get all the power of enterprise document generation without the burden of owning and operating it. Modern SaaS delivery at a fraction of the cost."

6.2. vs. Other CCM SaaS Solutions

Factor	Generic SaaS CCM	Swedwise Communications
Technology	Proprietary or niche	OpenText - market leader
Data Location	EU/US, varies	Swedish data centers guaranteed
Language Support	English primary	Swedish native, English, others
Local Support	Offshore or partners	Direct, Swedish offices
Integration	Generic connectors	Deep ERP/CRM expertise
Customization	Limited	Highly flexible

Positioning:

"Global technology, local delivery. You get OpenText's world-class CCM platform with Swedwise's Swedish expertise and service."

---

7. Pricing Guide

7.1. Component Subscription

Communications Component:

• Base Subscription: 15,000 - 50,000 SEK/month
• Depends on: User tier or capacity tier selection

7.2. User Licensing Options

Named User License

Tier	Users	Monthly Cost	Best For
Starter	1-3	15,000 SEK	Small teams, simple needs
Professional	4-10	25,000 SEK	Mid-size teams, multiple departments
Enterprise	11-25	40,000 SEK	Large teams, complex requirements
Unlimited	25+	50,000 SEK	Very large organizations

Capacity-Based (No User Limit)

Tier	Capacity	Monthly Cost	Best For
Standard	Up to 50K docs/month	30,000 SEK	Mid-volume automation
Professional	Up to 200K docs/month	50,000 SEK	High-volume automation
Enterprise	Up to 1M docs/month	85,000 SEK	Very high volume
Custom	Over 1M docs/month	Custom pricing	Massive scale

7.3. Transaction Pricing

Document Generation:

Monthly Volume	Price per Document	Notes
0 - 10,000	1.00 SEK	Starter tier
10,001 - 50,000	0.75 SEK	Volume discount
50,001 - 200,000	0.50 SEK	High volume discount
200,001 - 1,000,000	0.25 SEK	Enterprise volume
1,000,000+	0.15 SEK	Massive scale

Bundled Packages:

Bundle Size	Document Price	Savings
100K documents	0.60 SEK	20%
500K documents	0.40 SEK	40%
1M documents	0.30 SEK	50%

7.4. Example Pricing Scenarios

Scenario 1: Small Municipality

Profile:

• 3 users (template designers)
• 15,000 documents/month (tax bills, invoices)

Pricing:

Base Platform:                     15,000 SEK/month
Communications (Starter):          15,000 SEK/month
Documents (15K @ 0.75 SEK):        11,250 SEK/month
────────────────────────────────────────────────
Total Monthly:                     41,250 SEK
Annual:                           495,000 SEK

Onboarding: 100,000 SEK (one-time)
First Year Total: 595,000 SEK

Scenario 2: Large Utility Company

Profile:

• Capacity-based (high automation)
• 500,000 documents/month (bills, statements)

Pricing:

Base Platform:                     25,000 SEK/month
Communications (Enterprise):       85,000 SEK/month
Documents (500K @ 0.25 SEK):      125,000 SEK/month
────────────────────────────────────────────────
Total Monthly:                    235,000 SEK
Annual:                         2,820,000 SEK

Onboarding: 200,000 SEK (one-time)
First Year Total: 3,020,000 SEK

---

8. Demo Scenarios

8.1. Invoice Generation Demo

Duration: 15 minutes

Objectives:

• Show template designer ease of use
• Demonstrate data integration
• Show multi-format output
• Highlight PEPPOL e-invoicing

Script:

1. Introduction (2 min)

   • "Let me show you how easy it is to create and generate invoices at scale"
   • Context: "Imagine you're a utility company sending 50,000 invoices per month"

2. Template Design (5 min)

   • Open template designer
   • Show existing invoice template
   • Add new field from data source
   • Show conditional content (e.g., different message for overdue accounts)
   • Preview with sample data

3. Batch Processing (3 min)

   • Upload CSV or connect to database
   • Map data fields to template
   • Show validation results
   • Generate batch (demo: 100 invoices in 30 seconds)

4. Multi-Format Output (3 min)

   • Show PDF output
   • Demonstrate print-ready format (AFP/PostScript)
   • Show PEPPOL e-invoice generation

5. Reporting (2 min)

   • Show invoice generation report
   • Document volume analytics
   • Template usage tracking

Key Talking Points:

• "No coding required - business users can create templates"
• "Process thousands per hour, not per day"
• "Automatic PEPPOL delivery for business customers"
• "Complete audit trail for compliance"

8.2. Template Designer Demo

Duration: 10 minutes

Objectives:

• Show ease of template creation
• Demonstrate no-code approach
• Highlight version control
• Show approval workflow

Script:

1. Introduction (1 min)

   • "Creating professional documents shouldn't require IT"
   • "Let me show you how your team can create and manage templates"

2. Create New Template (4 min)

   • Start with blank template or existing template
   • Add static content (logo, company info)
   • Add dynamic fields from data source
   • Add conditional sections (e.g., show late fee notice if overdue)
   • Format with styles (fonts, colors, alignment)
   • Add table with dynamic rows

3. Preview and Test (2 min)

   • Preview with sample data
   • Test different data scenarios
   • Show multi-page output

4. Version Control (2 min)

   • Save as new version
   • Show version history
   • Submit for approval
   • Show approval workflow

5. Publish (1 min)

   • Approve and publish template
   • Template now available for production use

Key Talking Points:

• "Visual designer - no coding needed"
• "Connect to any data source"
• "Version control prevents unauthorized changes"
• "Approval workflow ensures only approved templates are used"

---

9. Common Objections

9.1. "Our current system works fine."

Response:

• "That's great that you have a working system. May I ask a few questions to understand it better?"
• Discovery questions:
  • How long does it take to create and send a typical batch of documents?
  • How much manual work is involved?
  • What happens when there's an error - how do you correct it?
  • How do you handle peak volumes?
  • What's your cost per document?
• "Based on what you've shared, it sounds like your current system is functional but has [pain points]. Let me show you how we can help with those specific challenges."

Reframe:

• Current system = "works" but not optimized
• Swedwise solution = same outcome, less cost/time/effort
• Not about replacing working system, about improving efficiency

9.2. "We're too unique - SaaS won't fit our needs."

Response:

• "I hear this often, and it's a valid concern. Can you tell me about your unique requirements?"
• Document specifics:
  • What makes your documents unique?
  • What customization do you currently have?
  • What integrations are critical?
• "Good news: OpenText Communications is designed for customization. Let me show you examples of similar customers and how we handled their unique needs."

Evidence:

• Show similar customer examples
• Demonstrate template flexibility
• Explain custom development options within SaaS tenant
• Offer POC to prove fit

9.3. "We need to print everything - cloud won't work."

Response:

• "Absolutely, print is important. Our solution fully supports print output. Let me explain how."
• Print capabilities:
  • Generate print-ready files (PDF, AFP, PostScript, PCL)
  • Integrate with existing print vendors
  • Or use our print partner network
• "Many customers are actually moving away from print where possible, but for those that need it, we have you covered."

Migration Strategy:

• Start with digital delivery where acceptable
• Maintain print for those who need it
• Customer preference management
• Gradual shift as customers opt for digital

---

10. Success Metrics

10.1. Sales Metrics

Metric	Target	How to Track
Pipeline Created	2M SEK/quarter	Opportunities created in CRM
Win Rate	45%	Closed Won ÷ (Closed Won + Closed Lost)
Average Deal Size	600K SEK first year	Average of closed won deals
Sales Cycle	120 days	Days from opportunity created to closed won

10.2. Customer Success Metrics

Metric	Target	How to Track
Time to First Value	<30 days	Days from contract to first production document
Adoption Rate	>80%	Active users ÷ Licensed users
Usage Growth	20% YoY	Volume increase year-over-year
Expansion Revenue	25% of base	Upsell/cross-sell as % of initial deal

---

Document Control

Version	Date	Author	Changes
1.0	2025-01-15	Sales Director	Initial version - split from combined guide

---

Questions or Feedback?
Contact: sales-enablement@swedwise.com

---

This document is for internal use by Swedwise AB sales team only. Do not distribute externally.