ODeX Playbook. Change Management Package. [image] A large container ship sailing in the ocean Description automatically generated. 

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[Audio] We have spent most of our time performing repetitive tasks, such as sharing invoices with customers and agents, sending arrival notices, clarifying invoice queries, and confirming payments. To achieve improvement, we must simplify counter operations, decrease the number of visitors to the counter, and accelerate document release times, including the issuance of delivery orders or export bills of lading for cash customers. By automating these processes, we can facilitate SAP auto-clearance and develop a more efficient invoicing and payment solution for cash customers.. 

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A container ship in a canal

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A majority of our time we spent with repetitive tasks, of sharing invoices to customers / agents, arrival notice, clarifying invoice queries and confirming payments  We need to … Simplify counter operations, reduce counter footfall Improve document release turn time e.g. DO release or export B/L release (Cash customers) Drive SAP auto clearance

Invoice & Payment solution for Cash Customers  SAP auto-reconciliation Import Last Leg Mile : Digitalization

We need to simplify process for invoice and payments to deliver faster document release for cash customers

[Audio] ODeX is a digital platform that simplifies trade by facilitating online document exchange and instant payments or confirmations for container shipping customers. It seamlessly connects all parties involved in the transport chain, including shipping lines, freight forwarders, importers, exporters, port and terminals, customs, and banks. With ODeX, these parties can share data and collaborate more efficiently, reducing errors and increasing transparency. By leveraging advanced technology, ODeX streamlines the entire process, from document creation to payment confirmation, making it easier for everyone involved to do business.. 

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[Audio] ODeX is a digital platform that simplifies trade by facilitating online document exchange and instant payments/confirmations for container shipping customers. As a global carrier, Hapag-Lloyd offers these services to its customers, connecting all parties involved in the transport chain. With over 100000 users across 10+ countries, processing 500 million documents daily, ODeX has successfully expanded globally, covering multiple regions and offering a wide range of digital solutions, including instant payment, payment wallets, trade financing, and more.. 

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ODeX is an initiative of EA Technologies to build a collaboration platform that simplifies trade using advanced technology ODeX is a digital platform that facilitates online document exchange & instant payments/ confirmations for container shipping customers, offering their services to global carriers It seamlessly connects all parties along the transport chain. Shipping lines with Freight forwarders, Importers, Exporters, Port & Terminals, Customs and Banks, to facilitate document exchange and payment Founded in 2015, ODeX was first operationalized in India. Pilot with HL Area India started in 2018.  Today the platform is live in multiple countries across the Middle East and West Africa, not only with HL but with other global Carries e.g. MSC, CMA, Hamburg Sud etc. (currently approx. 100,000 users across 10+ countries, 500 millions of documents processed each day) Following its successful startup and growth in various RME countries, ODeX is set for expansion into more regions worldwide and plans to increase the services offered on the platform. Today ODeX already offers a broad digital Solution portfolio to support the “Last Mile” and offers IT solutions that HL and other carriers do not yet cover e.g. Instant Payment, Payment wallet concept, Trade Financing and many other functionalities not bound to the financial aspect

Receipt outline  Invoice Downloads improved year on year

Transfer1 outline  Payment penetration improved in few rolled out countries

Badge Cross outline  Counters eliminated or reduced in all roll out countries

Downward trend graph outline  Case management – substantial cases reduced

Badge Tick1 outline  REMADV functionality eliminates Recon issues (Live now on ODeX)

[Audio] With ODeX, customers can request and make payments digitally, streamlining the process and reducing paperwork. By using ODeX, customers can access their shipping information, track their shipments, and receive updates on their cargo's status. The platform provides a secure and efficient way to manage logistics, making it easier for customers to do business with Hapag-Lloyd.. 

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Export & Import Solutions currently available

Invoice & Payments  4 Customers can Request & Make Payments of their Invoices Digitally

 Invoice & Payments 3

 Customers can Request & Make Payments of their Invoices Digitally

Shipping Bill 2 Easy Status Tracking & Interactive Documentation with Digital Submission Manifest & CAN  1

 File Manifest and send Cargo Arrival Notice

Weigh Bridge EDI 5 Auto sends Weight to ODeX Eliminate manual weighment E-Delivery Order 4

 Electronic Delivery Order release by Carriers

Gate Pass 7 Generate Port Gate Pass for Gate In Management to Port Terminal Security Deposit 6

 Speedy Container Security Depository & Refunds

Verified Gross Mass 6 Verified Gross Mass Electronic submission to Shipping Line, in compliance with IMO Terminal Payments 
 5
 Pay your PSA Mumbai Invoices & Adani for Delivery of your DPD Container

1 Container       Release Order Inform Cargo Owners for Container Pick up for Export Stuffing/ Manage Inventory at Empty Yard

Export Manifest 3 Auto Generation of Export General Manifest through Ship-ping Bill upload on ODeX House BL
 2
 Manage BL Consolidation & Endorsements

ODeX offers a wide range of products that can be customized to meet country specific requirements    HL MVP focus is on             Invoice & Payment due to highest business impact and benefit Post implementation of MVP; Areas are invited to explore implementation of other global solutions from ODeX in close alignment with OGIC-Team.    e.g., E-Delivery Order Aim is to integrate ODeX seamlessly into HL digital business suite and FIS

[Audio] Data Sharing Mechanism plays a crucial role in streamlining our processes. Relevant data is shared seamlessly across systems, ensuring transparency and efficiency. When an invoice is created, it is automatically sent to ODeX, where it can be accessed through the Invoice Dashboard. Similarly, when an arrival notice is created, it is sent to ODeX, allowing us to track its progress on the B/L dashboard. Container releases are also copied to ODeX for DO release module tracking. A copy of the email payment advice or MT 942 from the bank is received directly by ODeX, enabling payment confirmation automation. Additionally, REMADV is sent by ODeX to Hapag-Lloyd based on customers' selected invoices for payment, facilitating SAP auto-clearance. By leveraging this data sharing mechanism, we can significantly reduce errors, improve communication, and enhance overall customer satisfaction.. 

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A long shot of a container

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Once SDC set BL data sent to ODEX (For B/L dashboard)

When invoice is created, invoice is sent to ODEX (For Invoice Dashboard)

When arrival notice is created, arrival notice is sent to ODEX (For B/L dashboard)

When container is released, copy of container release is sent to ODEX (For DO release module)

A copy of email payment advice/MT 942 from bank directly (For payment confirmation automation)

REMADV will be sent by ODEX to HL based on customers’ selected invoices for payment (For SAP auto clearance)

Paid flag will be to sent from SAP to ODEX once invoices are paid (For payment confirmation)

[Audio] From SDC, the customer gains access to their Bills of Lading, allowing them to plan their imports and fill their instructions. Standing Instructions enable them to manage repetitive business. Our goal is to obtain high-quality information as early as possible. We'll establish a deadline prior to the start of the General Service Coordinator. The coordinator has an overview of the instructions received and can identify any missing submissions. We'll implement follow-ups to ensure completeness. Initially, these instructions will be handled manually, but automation will follow. We aim to complete all instructions before the batch run. This streamlines the process and improves efficiency.. 

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From SDC the Customer has access to his BLs and can plan his import and fill his instructions.  Standing Instructions will help him to manage repetitive business.  Aim is to get the Information in high quality and As early as possible. Deadline to be set prior GSC Start

GSC has overview what instructions are in, and where customer has not submitted anything. Follow up for completeness can be implemented Instructions need to be transferred to FIS First manual, later automated.  Deadline handle all instrucitons prior Batch Run

Area to handle instructions, payments, releases

[Audio] The setup enables the automatic exchange of bill of lading data between ODEX and the implemented country. Upon SDC flag, bill of lading data is sent to ODEX. The setup also allows for the automatic exchange of invoice data, arrival notice data, and container release data. Moreover, it enables the automatic exchange of remittance advice as a service provider and as a payment bank. This facilitates seamless communication and reduces manual processing efforts.. 

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Type Trigger TP Code Direction Details of set-up Bill of Lading data For all imports to the implemented country, BL data will be sent to ODEX upon SDC flag 3649412O_IFTMCS Out ODEX Bill of Lading and Arrival Notice Set-up Invoice data For all invoices, including FIS Free invoices, as soon as invoice is created and distributed from FIS, a copy of the data and PDF is shared to ODEX (Exceptions are when setting done on Payor level where credit note should not be sent) 3649412O_IFTFCC 3649412O_INVPDF Out ODEX Invoice set up Arrival notice data For all imports to the implemented country, arrival notice data will be sent to ODEX upon email distribution from FIS set up via P0060 of issuer office e.g. HAPAGL 150 Out ODEX Bill of Lading and Arrival Notice Set-up Container release data For all import container releases to terminal, a copy of the message that's sent to terminal will be duplicated to ODEX 3649412O_COREOR Out ODEX COREOR Remittance advice as service provider For payments made into HL bank account, ODEX will receive a copy of the remittance advice or API from the bank and will enhance the invoice data and send REM_SP file to SAP to clear down the invoices 3649412I_INVRMA In 
 Remittance advice as payment bank For payments made into HL bank account, ODEX will enhance the invoice data and send REM file to SAP to clear down the invoices. The funds will reach HL at T+1 day. This is currently used in India and UAE only. 3649412I_RMASAP In OperationalHandover_ODeX.xlsx (sharepoint.com)

[Audio] ODeX's digital marketing and promotion strategy focuses on leveraging digital channels to reach our target audience. We utilize email campaigns, social media platforms, and targeted advertising to promote our services and engage with potential customers. Our goal is to create awareness about the benefits of using ODeX's connected trade platform, highlighting how it streamlines the last mile of the transportation process, improves customer service, and increases transparency throughout the supply chain. By showcasing the advantages of digitalization, such as reduced paperwork, increased efficiency, and enhanced sustainability, we aim to attract new customers and encourage existing ones to adopt our platform.. 

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What Benefit does ODeX bring to HL and our Customers?

ODeX offers digitalization and automation of processes related to the ‘Last Mile’ of the Transport Process Defined MVP is mainly targeting todays “manual” Counter Process at HL

Significant customer quality impact, further reducing ease of doing business through automation and digitalization Eliminates challenges of Customer Service Team and Physical Counter: Reduces manual work to reconcile accounts receivables through payment links created by ODeX platform Prompt Issuance of documents  Lees phone calls Reducing traffic at physical counters Improving in bank payment acknowledgments  Cash handling Release Handling Digitalization of Document exchange Less risk of bounced checks Annual savings Full Transparency on all involved parties of a Transport chain Increased productivity

Standard process & platform across multiple global carriers, Terminals etc. incl.  Digital wallet application  Integrated payments functionality, broad variety of payment methods Document exchange and payment application to replace manual interactions at physical counters of carriers  Immediate proof of payment, e.g. to release cargo and avoid detention charges Replacing manual transmission and verification of deposit receipts Banking partner advises payment to downstream recipients immediately once payment is made Time savings through elimination of physical visits to HL counter

ODeX offers a Connected Trade Platform which enables Data and Information flow – seamlessly - between all Stakeholders . Eliminating Mails & Phone Standard Dashboard for digital Invoice Presentment towards the customer and Carriers. Digital Wallet Application which provides immediate proof of payment Working capital support to small and medium enterprises who are part of the transport chain ODeX covers for different and individual country payment/ invoice requirements e.g., Fiscal Invoice Supports Sustainability initiatives as it reduces paper and carbon footprint

[Audio] We propose a specific scope and effort investment to guarantee a timely rollout, adoption, and balance between innovation and change requests. Currently, customers are able to make payments to HL accounts through ODEX, which ensures reconciliation and updates SAP. We are assessing whether a payment gateway similar to PayCargo could streamline the process flow and facilitate easier payments for customers.. 

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Product Status : We propose following scope and effort 
investment (est) to ensure timely rollout, adoption and balance innovation / change requests

Payment Facilitation incl Bulk Payment Current: Ability for customer to make payment to HL accounts, and ODEX ensure reconciliation and update SAP Future: Evaluate if payment gateway is helpful to make process flow simple e.g. PayCargo, to ensure ease of payment to customer than switching applications

Delivery Order Release (Potential for including in standard product) Handling of delivery order process via ODeX (wherever E-DO available) Structured workflow for counter team to prioritize delivery order requests

Invoice Visibility Invoice Visibility Ability for customer to see invoices and make payment

Refund/Security Deposit Process can be easy to handle for HL and transparent for customers (by accessing status of refund on ODeX workflow)

White label solution Process alignment, technical solution development

Wallet Process Process alignment, technical solution development

Refund & Security Applicable in select countries needs further deep dive

Customer Authority Matrix  Module under development, but a good solution we need to adapt the same at HL end, as this allows shipment parties to nominate a third party to carry tasks on their behalf e.g. Trucker raising dispute or seeking container release etc

Webforms Replace or introduce local forms to streamline information requests to create workflow to collect customer inputs for invoice and release All instructions available at one place for customers, QSC and GCC

Payment facilitation future  Evaluate if payment gateway is helpful to make process flow simple e.g. PayCargo, to ensure ease of payment to customer than switching applications

Customer Registration: Current: We pre-register customer with HL data for connivence Future: We need to discuss single sign on options with HL & ODEX for reducing the implementation time in new countries

ODEX 1.0 to 2.0 Migration  Current: 7 Countries operating on an old module ODEX 1.0 Future: Migrate countries to similar solution i.e 2.0, adherence to standard Note: No hinderance today, latest changes / upgrades cannot be accessed

Single Sign on options To avoid duplicate login hlag.com and ODeX

CONTINUE INNOVATION / BUSINESS CHANGE REQUEST

FUTURE DEEP DIVES FOR INCLUSION IN STANDARD PRODUCT

Invest 50% effort here, as we have 30 countries ( excluding JVs & agents) still to cover and increase adoption to high 90% in already live areas .

Invest 30% effort here to ensure local support covering innovation and or legal requirments impacting standard product scope

[Audio] The digital marketing and promotion strategy involves distributing all invoices sent by Hapag-Lloyd to ODeX, where customers can register and sign up to request invoices and handle payments through various channels, including wallet, bank transfer, internet banking, and cards. On the customer dashboard, customers can view their invoices and make payments, with the option to display all invoices related to the bill-to-party. Furthermore, SAP auto-clearance is integrated, facilitating smooth payment processing.. 

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High Level Registration and Payment Process (MVP) HL

INVOICE DISTRIBUTION All Invoices sent by HL to ODeX – currently no multichannel allowed

CUSTOMER REGISTRATION Customer registers & signs up on ODEX to request for Invoice & handle payment (KYC)

CUSTOMER DASHBOARD All Invoices related to the ‘Bill to party’ are visible on the ODeX Dashboard

CUSTOMER PAYMENT After receiving invoice payer will make payment on ODeX
(Wallet, Bank transfer, internet banking, cards)

For SWB : Odex could generate/transfer EDI-DO if all ODEX  known MTD related invoices are paid

For OBL: ODeX needs to get a container release instruction (EDI or PDF) generated from FIS (ideally Container release automation) once original B/L collected on HL side

EDI-DO: For all countries that already have EDI-DO the process ends here

For all countries that still process the DO manually

Further development needed from ODeX side

Below includes the process steps with FIS/SAP on HL side

For Payments processed via ODeX on Invoice level, SAP will receive details for auto-clear down and FIS will be updated with paid flag

For Bulk payments (new JSON file is needed) from ODeX to HL to Autoclear in SAP/FIS

CS triggers all Export & Import Invoices Ad hoc invoices based on customer request / CS issues rel. invoices as needed

Bill To Party’ can setup long term or shipment wise authorization for CHA if needed

For any invoices not displayed on dashboard, customer will insert B/L number to request for invoices. There is also the possibility to request for 
ad hoc invoices

‘freight invoices, if the requestor is different from the ‘Bill to Party’, then an email will be sent to customer to grant visibility/letter of authority to be uploaded

Different to current HL Matchcode process

Further development needed from HL side to cover for EDI customers

[Audio] All customers will be registered, ideally with a unique ID, such as a tax ID. Constant KYC reviews will be conducted to ensure compliance with regulatory requirements. Once registered, automatic uploads of all invoices from FIS business logic will be presented to all customers through ODeX. ODeX will serve as the recipient for all Hapag-Lloyd invoices, making freight invoices available to billing parties only. Furthermore, auto-release of invoices to clearing agents will occur via standing instructions, covering date ranges for BL, EX/IM, and other relevant documents.. 

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High Level Registration and Payment Process (MVP) Customer

All Customers will be registered Ideally unique ID will be established (e.g., TaxID) Constant KYC Review done

Automatic Upload of all Invoices from FIS Business logic to automatically present local invoices to all customers / ODeX should become the recipient for all HL Invoices going forward Freight Invoices will be available to billing party only Auto Release of Invoices to Clearing Agents via standing instructions (BL, EX/IM, 
Date Range

Payment via various Channels to be enabled. Channels to be setup as per country need Paid invoices will be flagged automatically Bank Payments will be auto cleared on invoice level. No manual clearing needed

Presenting of DO
(if needed) Requirements currently further evaluated in INDIA

New JSON file needed for better payment advise for clear down for ‘Bulk payers’

Currently no multi-channels available (EDI Customers excluded)

[Audio] Hapag-Lloyd proposes the following scope and effort investment to ensure timely rollout, adoption, and balance innovation/change requests. The proposed scope includes payment facilitation, bulk payment, current ability for customers to make payments to Hapag-Lloyd accounts, and ODeX ensures reconciliation and updates SAP. The future plan is to evaluate a payment gateway to make the process flow simpler, such as PayCargo, to ensure ease of payment for customers rather than switching applications. The proposal also outlines the delivery order release, handling of delivery orders through ODeX, structured workflow for the counter team to prioritize delivery order requests, and receipt outline for refunds/security deposits. The MVP targets include high-level registration and payment process, automatic upload of all invoices from FIS, business logic to automatically present local invoices to all customers/ODeX, constant KYC review, and automatic release of invoices to clearing agents via standing instructions. The payment process will involve various channels, paid invoices will be flagged automatically, bank payments will be auto-cleared on invoice level, and no manual clearing will be needed. The proposal also includes presenting DO (if needed), requirements currently being further evaluated in India.. 

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Comparison of what's in ODeX vs Online Business Suite

Shipment / Bill of Lading / Invoice dashboard for customer to select for generating payment reference

Maintenance of standing and adhoc payor instructions

Maintenance of standing and adhoc delivery instructions

Maintenance of standing and adhoc delegation of agent / forwarders

Log in by agent  / forwarder to see the invoice details

[Audio] The customer chooses the invoices they wish to settle through the ODeX portal. Next, they modify the bank reference number and amount on ODeX corresponding to the chosen invoices and update it on ODeX. ODeX verifies the payment notification against the customer's payment request. Upon verification, ODeX confirms the payment request based on the matched details of reference and amount. The system uses SAP AKPP to record the transaction. The SAP system labels the FIS F0020 screen as "paid". Once the payment is confirmed, the documents are released to the customer. The ODeX reference number serves as a tracking tool for the payment. If there's no correlation between the information supplied by the bank and the customer, the system performs a manual check. If a match exists, the system automatically flags the payment as paid.. 

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Customer Select the invoices from ODeX portal for payment

Customer Update bank reference number and Amount on ODeX against selected invoices and update on ODeX

ODeX verify the payment notification against customer payment request

ODeX confirmed payment request basis match details of ref. & amount

SAP AKDI will match REMADV_SP and MT/CAMT to identify the credit received in bank.

SAP auto flag FIS F0020 screen as “Paid”

Documents get released to customer basis FIS ticked and “Payment confirmed status” on ODeX portal

Customer make payment to HL bank account by using ODeX ref. or bank ref. Bank send notification via MT/CAMT to HL for payment collected.

ODeX sends REMADV_SP per transaction to SAP using bank ref. as identifier

HL will check info in bank/ with customer against ODeX request

ODeX payment confirmation & SAP posting process flow – New Standard 
(in a perfect world with timely optimized processes and info availability in near-time)

[Audio] Our goal is to promote ODeX through various marketing campaigns and internal activities. We aim to educate customers about the benefits of using ODeX, including the ability to view and download invoices, make payments, and reconcile payments within one platform. To achieve this, we will utilize email teasers, corporate videos, and LinkedIn posts to share customer testimonials and experiences. Furthermore, we will conduct digital webinars to onboard customers and address their concerns. Moreover, we will arrange face-to-face meetings with larger accounts to demonstrate the value proposition of ODeX. Lastly, we will train our internal teams on the various modules available in ODeX to ensure they are equipped to support customers effectively.. 

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HL invested in ODeX to plug gaps in its invoice/payment
process and offer an improved CEX

Ability to view and download invoices as well as make payments within one platform Multiple payment channels available

Dashboard to improve transparency for HL and customers.  Reduction in contacts (calls & cases). Migrate webforms / mails to one single platform to process customer instructions

Faster invoice payments and reconciliations consequently allow for faster document and cargo releases

Ability to reconcile payments confirmed on the platform integrated with customer ERPs

[Audio] The stakeholders play a crucial role in the success of any digital marketing and promotion strategy. Both internal and external stakeholders, including employees, managers, customers, partners, and suppliers, must be engaged and involved from the planning stage to ensure their support and provide valuable insights and perspectives.. 

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[Audio] The various phases of our ODeX Playbook Change Management Package include the exploratory visit, where our team conducts virtual meetings to finalize the project scope, document dependencies, and align the timeline and next steps. We will also define success criteria and identify pilot customers to ensure a smooth implementation process. The process mapping for ODeX will be presented and discussed with our Area and BSD teams for review. In terms of marketing, we will host joint webinars for customers and promote ODeX through newsletters, LinkedIn posts, and a signature campaign. As we approach the go-live date, we will provide hypercare support to our Area teams, identifying potential gaps and managing incidents or escalations. We will also share best practices for a quick and seamless implementation. The entire process will take approximately 14 weeks, with the first 11 weeks dedicated to preparing for the launch. During this time, we will onboard pilot customers, document observations or feedback, and have a sign-off with a penetration plan. At the 10-week mark, we will begin UAT testing, arrange training for users, and prepare test case scenarios. Changes required based on the UAT will be implemented, and we will have a final sign-off from our Area and BSD teams. In the last five weeks leading up to the launch, we will focus on preparation and implementation, providing training for our teams. A one-week buffer will be used to account for any last-minute changes or issues. Finally, as we reach the three-week mark, we will hold an exploratory meeting to ensure everything is in place for the go-live date. On the actual launch day, we will provide hypercare support to ensure a smooth transition.. 

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Preparation of Exploratory visit Collection of exploratory data Pre-visit alignment

Exploratory visit (virtual) Finalize project scope Document dependencies Align timeline and next steps Define success criteria Identification of pilot customers

Process Mapping ODeX to present process mapping and solution  Discuss with Area & BSD for review

Marketing Joint Webinars for customers  Newsletters, LinkedIn promotions, signature campaign etc

Go-live ODeX launch Hypercare Support area in terms of identifying gaps Incident & Escalation management  Sharing best practice quick text implementation

Performance Mgmt. Track & monitor performance  Ensure defined success criteria met

Pilot Onboarding pilot customers Document pilot observations  Sign off on pilot with penetration plan

UAT Testing Arrange training for area , QSC & GCC users Prepare test case scenarios Perform UAT and document test results Changes basis UAT UAT Sign off

[Audio] The key milestones ensuring a successful go-live include identifying the county-based complexity matrix, exploratory visits to areas and QSC, pre-visit alignment, deep dive into location-specific requirements, process mapping, sign-off discussions, and UAT testing. These milestones ensure that the project scope is well-defined, dependencies are identified, and deliverables are planned. They also facilitate the preparation of test case scenarios, documentation of test results, and the rollout of the ODeX solution.. 

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Rollout : Key milestones ensuring successful go-live

AREA

   MILESTONES DAY TO LAUNCH  CS  BA BSD Identification of county basis complexity matrix -17 X X   Exploratory check list to identify scope of project – MVP , MVP & addons ( prioritization of addons if dependency on MVP) etc. -17 X X   Pre-visit alignment with area / QSC  -14 X X   Exploratory visit - 3 – 5 days visit to Area and QSC (HL OGIC Team representative & ODeX Team)  -14 X X   Exploratory visit - Deep Dive on location and country specific requirements -14 X X X Exploratory visit – Finalization of project scope, identify dependency , plan deliverables -13 X X X Process Mapping - OGIC to present the product solution and process mapping based on their understanding  -11 X X X Sign off - Discussion & alignment with Region / Area  & area / region to sign off proposed solutions -10 X X X identification of pilot customers -10 X X   UAT Testing          Training for HL users - Arrange training for HL users ( QSC, Area & GCC) -8 X X X Prepare test case scenarios – ODeX to prepare list of test scenarios  -8       Perform UAT and document test results -7 X X X Perform changes basis UAT results -7       UAT sign off -6       Rollout advisory to market about ODeX launch -5       Manuals         Develop user & customer manuals  -5 X X X Develop & launch WBT for HL users – CS and BA -5 X X   Pilot          Onboarding Pilot customers -3 X X   Document pilot observations -2 X X   Pilot sign-off with penetration plan including hard stops, success measures etc -2 X X X Marketing         Arrange for joint webinars for external customers  -2 X X   Newslettters about launch date, linked promotions/articles, signature campaign etc -2 X X   Go-Live 0 X X   Hypercare          Support area in terms of identifying gaps  6 X X   Incident & Escalation Mgmt. 6 X X   Sharing best practices within countries e.g. quick text implementation, smart locker etc. 6       Performance management          Track & monitor performance 6 X X   Ensure defined success criteria met  6 X X

[Audio] The governance model consists of several working forums established to ensure alignment with regional and headquarters teams. The PMO leadership team, comprising Pramesh, Bjoern K, Amol, and Ankit from ODeX, holds weekly meetings every Monday and Friday at 12:30 PM, lasting 60 minutes. Separate meetings for each rollout involve participants from OGIC, ODeX Regional Project Team, BSD, RCS, and BA CE (optional), held every alternate day with 30-minute durations. Coordination meetings across workstreams, featuring Treasury Accounting, OGIC, ODeX Regional BA, QSC BA, and BSD, take place weekly on Thursdays at 4:30 PM, lasting 60 minutes. These forums facilitate effective communication, coordination, and governance of the product.. 

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Governance Model: Working forums to ensure well governed
product including alignment with Region & HQ teams

Weekly, every Monday 12.30 & Friday 12.30 60 minutes duration

Outlook on preparations required for Roll out, SteerCo, Enhancements etc. Development requirement proposals Business decision sign-off etc. Review Performance Dashboard

OGIC ODeX Regional Project Team BSD / RCS / BA CE (Optional)

Every Alternate Day 30 minutes duration for each
Roll out

Update from each Roll out Incident and Escalation Management Training need / GAP analysis Sharing best practice

Meeting for coordination across workstreams

Treasury Accounting (O) OGIC ODeX Regional BA QSC BA BSD

Weekly, every Thursday – 4.30 pm 60 minutes duration

Alignment on development items impacting multiple workstreams Review Project Progress Support required for further improvements Technical requirements/recommendations

Meeting IT PMO / PO / BCR Review committee

OGIC BCR Review Committee PM / PO Treasury (Optional) BSD (Optional)

Review Enhancements   Development requirement proposals Business decision sign-off etc.

[Audio] Our dedicated team ensures proper ownership and global roll-out. With project sponsors like Henrik Schilling, Michael K, and Bjoern T, and project owner Harmeet Saluja, we have key leaders such as Ralf Huesmann, Michael H, and Pramesh Nair, who lead the commercial PMO, and Bjoern Klatt, who leads the IT PMO. The regional PMOs cover Asia, North Europe, South Europe, Middle East, and North America. Our functional leads include Daniel L, Nilesh Popat, and Julian E, responsible for customer service. We also have technical enablers like Nicola Kees, accounting, Michael Hartmann, treasury, and ESOL, ensuring seamless communication. Finally, our legal department reviews and signs off on customer lists, while our commercial contract team handles any necessary agreements.. 

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Dedicated team to ensure proper ownership and Global roll-out

Henrik Schilling, Michael K Bjoern T, Uwe K

Pramesh Nair – Commercial PMO Bjoern Klatt -IT PMO

Murugiah S (Project Coordination) Shirley Tan - CS,  Edwin Lee- BA, Overall Lead – Alice Chong

Matthias Wulf   (Project Coordination),  Rito (CS), Marcel Izquierdo- BA, Overall Lead – Martin K

XX (Project Coordination), Razvan (CS), XX- BA, Overall Lead – Chris Schmid

Manikantan N (Project Coordination), Karthik N (CS), Zahir Rahamathulla- BA, Overall Lead -  Lin A

Kaye G (Project Coordination), Jeevan K (CS), Kristofer Bialek – BA, Overall Lead – Nemmara S

Project Coordination - Region Maria E / Corporate Communication Yvonne Runge Robert K Bjoern T, Yvonne R  Commercial Academy Motz, Christian

[Audio] We will utilize these forums to standardize the product, thereby enabling timely and swift rollouts. By synchronizing the rollout sequence, we can maintain innovation at the appropriate pace, ultimately enhancing product adoption. We will disseminate best practices, track incident and escalation management, and plan for forthcoming developments. Our objective is to streamline processes, foster efficiency, and improve customer experiences.. 

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Governance Model: We propose following forums for steering
by senior leadership and all levels across our org (Page 1/2)

# PURPOSE Forum  Frequency Audience 1 Budget, Investment, Roll out progress, achievements and new solutions / products S2030 SteerCo – Commercial Workstream
E2E Customer Journey Quarterly L1 / L2
Rolf, Max, Donya, select Regional MDs 2 Alignment of development items impacting multiple workstreams.  Strategical review of innovations and enhancements Operating Meeting - Payment Solution (Odex)
To be established Monthly L2 HQ
Henrik S, Michael K, Uwe K, Ralf Huesmann, Bjoern K, Harmeet S, Pramesh N 3 Roll out plans, Adoption Progress, Incident and Escalation Management, Sharing Best Practice CE – Region Bi-Weekly
 L3/4 HQ & Region
CE / Region Commercial /  CS / BA 4 Planning, Reviewing and Monitoring Rollout request, day to day Business decision sign-off  CE – ODEX  Weekly
 Working Teams
CE / ODEX / HQ IT  / Treasury / Accounting etc 5 Outlook on preparations required for Roll out, Review Performance, Incident and Escalation Management, Sharing Best Practice Weekly Connects Weekly Working Teams
HQ, Regions
CE, ODeX, PMO, BSD, RCS, RBA

[Audio] Now let's examine the areas within the ODeX playbook responsible for digital marketing and promotion. CX-PS ensures a smooth customer experience, while HAPAGL provides digital solutions for the Hamburg region. The Regional BSD team drives digital innovation, and the IT department integrates digital platforms and distributes IT services. IT Security and IT e-SOL maintain secure digital systems. Area Digital and Regional Sales Digital create digital marketing strategies, and Area Finance and Regional Finance manage financial aspects. Finally, Area CS and Regional Customer Service provide customer support.. 

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Banks and payment gateways Customers ODEX

IT CS IT Invoice distributions IT SCI IT SAP IT Enterprise integration platform IT Security IT e=-SOL

[Audio] Our goal is to drive SAP auto-clearance, improve document release turnaround times, and enhance the overall customer experience through digitalization. With ODeX, we can streamline processes, reduce counter footfall, and increase efficiency. Automation of manual tasks reduces errors and increases transparency, enabling us to focus on higher-value activities like exceptional customer service and business growth.. 

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ODeX GEO rollout ambition - Fast paced roll-out starting in three HECTOR regions is the key deal  rationale – Planning discussions with respective Regional BA heads

Start of  revenue 2024 Canada 2023 USA North America

Start of  revenue Qatar  2023 2022 India 2022 UAE 2022 Ghana 2022 Pakistan Nigeria Start of  revenue Jordan 2024 Saudi Arabia  2024 Congo 2024 South Africa 2023 Cameroon 2024 Kenya 2024 Middle East

Start of  revenue 2023 Singapore 2024 Taiwan 2024 Australia 2024 New Zealand 2024 Thailand Start of  revenue Malaysia 2024 Vietnam 2024 Hong Kong 2024 Japan 2024 Cambodia 2024 Asia

Roll-out currently being planned in 3 HECTOR regions for 24 countries to be set up until end of 2025

[Audio] We market digital products through various channels. E-teasers in email signatures reach out to customers, while corporate videos engage them on social media and WhatsApp. Customer testimonials are shared on LinkedIn to showcase the benefits of our products. Digital webinars onboard new customers and address their concerns. Key clients meet face-to-face to demonstrate the value proposition of our products. Finally, our internal teams are trained on ODeX modules to effectively communicate the benefits of our products to customers.. 

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[Audio] Our marketing efforts will focus on promoting digital products through various channels. E-teasers in email signatures will direct customers to these products. Corporate videos will be promoted through WhatsApp, social media, and events, showcasing customer testimonials and experiences. Linked-in posts will highlight customer feedback and reviews. Digital webinars will be conducted to onboard new customers and address their concerns. Face-to-face meetings will be held with larger accounts to demonstrate the benefits of using ODeX. Team training sessions will be organized to familiarize teams with the different modules available in ODeX. These trainings will be either virtual or classroom-based, depending on the situation. During the User Acceptance Testing phase, various test scenarios will be executed by the team to ensure the system's output matches expectations. This phase will also give the team hands-on experience and confidence to further explain the system to external customers.. 

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E-teasers for emails: under the signature of a mail directed to customers to promote digital products. Corporate Videos: promote via WhatsApp, social media in the events the videos: Customers testimony : linked-in posts about customer experience about the product

Digital Webinar : Digital webinars will be conducted to onboard customers & address their queries/concerns Face to face meetings with customers : These meeting are planned for bigger accounts; intension of meeting is to provide demo to customer and explain “What is-in it for me” factor

Team Training : Training will be arranged for team (area, QSC & GCC) to introduce team with various modules available in ODeX. Training would be virtual or class-room depending upon scenario. UAT : during this phase varuous test scenarios will be performed by team. This is to compare expected output with system output. This phase also gives required hands-on to team and gives them confidance to furthur explain system to external customers

User Guide: User navigator guide available for all customers on portal -> Under help Menu Web based training : Web based training creation in progress for all HL users* FAQ : FAQ document prepared for every rollout area by considering MVP and customized modules available

Customer Experience Simplification