WATERLOO, Ontario, Sept. 15, 2015 /CNW/ -- OpenText™ (NASDAQ: OTEX, TSX: OTC), the global leader in Enterprise Information Management (EIM), has today announced that FWD Insurance, the insurance business arm of the private investment group FWD, has implemented OpenText's Customer Communications Management (CCM) solution to help deliver innovative products and enrich the overall on-line customer experience. The deployment covers FWD's core markets consisting of Hong Kong, Macau, Thailand, the Philippines, and Indonesia.
FWD's business offers life insurance services, as well as general insurance, employee benefits and financial planning services. FWD sought a digital-first solution that would enable them to print and manage all aspects of their customer communications, in multiple languages, through omni-channels, formats and IT platforms.
A primary business requirement involved improving the operational processes within FWD and how this translated into an enhanced level of quality across all customer communications and customer facing documents. FWD launched the project across four locations, within one year.
The Customer Communications Management system takes data from FWD's existing business systems and dynamically generates the communications needed to correspond with customers, partners, suppliers and employees. One master template per document type generates all variations of language, personalization, imagery and format (paper, electronic, mobile). Additionally, the solution simplifies document development, production and maintenance, while minimizing demand on IT resources.
"With improved operational efficiency and direct control over content, business managers can react faster to market conditions and opportunities, with direct hands-on communications to increase customer loyalty and value for money," says Tim Oliver, Group Chief Commercial & Marketing Officer at FWD.
"Working together with OpenText gave us the platform to significantly enhance our customer documentation in a way which allows for simplicity, transparency, and ease of understanding, which will lead to an improved customer experience," added Tim Oliver.
The result of the project was a complete, integrated, enterprise-class environment that encompasses key elements of document management: document creation, document automation and document output. In addition to enhancing efficiencies and reducing costs, OpenText Customer Communications Management helps further expand FWD's scope in building new and deepening relationships of trust and confidence with their customers.
OpenText Customer Communications Management solutions, part of OpenText Experience Suite, improve customer experience through the automation of customer communications. Both business-to-business (B2B) and business-to-consumer (B2C) organizations benefit from using customer communications management solutions to create, produce, and distribute enterprise documents on-demand. OpenText Experience Suite is part of the OpenText Enterprise Information Management (EIM) platform, enabling organizations to discover and manage information to spur growth and innovation and decrease time to competitive advantage. The platform consists of comprehensive and integrated product suites including Content Suite, Process Suite, Experience Suite, Discovery Suite, Information Exchange Suite and Analytics.
OpenText enables the digital world by simplifying, transforming, and accelerating enterprise information needs, on premises or in the cloud. For more information about OpenText (NASDAQ: OTEX, TSX: OTC) visit opentext.com.
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