Each year, Belgian insurer Fédérale Assurance produces up to 10 million pages of customer communications relating to its financial investment products and insurance offerings, including car, home and life insurance . Documents such as contracts, renewal notices and proposals need to be tailored to an individual client’s needs, before being selectively sent as paper documents or by email.
The company sought a new solution to replace existing legacy tools, initially to be used for policies relating to comprehensive fire coverage, but eventually to be used for all communications. The objectives for the new solution included reducing dependency on IT for document composition and delivery, accelerating time to market with real-time personalization and multichannel delivery and ensuring seamless integration with existing business applications, such as Microsoft Dynamics® CRM.
Having selected OpenText™ Exstream™, Christian Flion, head of IT Operations and Document Production Services at Fédérale Assurance described some of the benefits being achieved:
OpenText Exstream is intuitive and easy to use. Team members quickly became independent, handling document design while improving their knowledge. Exstream is more user-friendly than competitor products. A significant and growing proportion of our customer communications are now handled by Exstream.
– Christian Flion, head of IT Operations and Document Production Services, Fédérale Assurance
To date, around 350 employees use Exstream on a daily basis, including on mobile tablet devices, synchronizing and validating customer information for legal compliance with OpenText™ Documentum™. The original objectives are being met with faster time to market for new products and offers, less dependence on IT and easy integration to other projects.
OpenText Exstream is now at the heart of the Fédérale Assurance IT system, delivering greater personalization and flexibility in its customer communications. Increasingly, communications are being moved to Exstream and by 2020 around 80% will have moved to Exstream. Fédérale Assurance is also leveraging OpenText Professional Services for guidance, expertise and coaching, especially on the new capabilities available in the latest release.
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