Consolidating customer communications platforms at NAV with OpenText Exstream

Every year the Norwegian Labour and Welfare Administration (NAV) sends out more than 20 million items of communication to over 3 million citizens in Norway. NAV administers a third of the national budget through unemployment benefits, work assessment allowances, sickness benefits, pensions, child benefits and cash-for-care benefits. Providing value for money, consistent service and clear communications is central to its objectives.

NAV wanted to reduce the cost of delivering communications and allow citizens to select their preferred communication delivery channel, including email, SMS, online self-service, mobile applications or traditional print. NAV had been heavily reliant on external providers, used multiple Customer Communications Management (CCM) platforms and consequently suffered delays when changes had to be made to communication templates.

“We wanted to take control of our customer communications, cutting the delays in making even the smallest of changes to document templates and to significantly reduce our costs. After careful consideration we decided to consolidate onto a single platform, OpenText Exstream™, which we felt was best suited to meet our needs today and into the future,” said Halldor Skattebo, team leader at NAV.

Not only will NAV save several million Norwegian Krone a year by eliminating the cost of external document template creation and maintenance, it will remove the need for maintenance and support of the other, now redundant CCM platforms.

NAV is now seen as a digital transformation leader with around 90 percent of its communications expected to become digital. Read the full story here.

Bruna Pacheco

Bruna is a Customer Marketing Manager at OpenText. She is based in London, UK, and manages customer references activities, user groups and the loyalty program OpenText Elite for the EMEA region.

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