Success story
Pacific Life
Industry• InsuranceSolutions• OpenText™ Email Managementfor Microsoft® Exchange• OpenText™ Content Suite• OpenText™ Archive ServerResults
Enterprise email governanceand security
Faster discovery supports
compliance and reduces risk
Integrated information
management based on
central policies

Financial enterprise enhances information
governance and mitigates risk
Pacific Life ensures compliance and speeds electronic discovery
with OpenText Email Management for Microsoft® Exchange and otherinformation management solutions“For Email Management, we take advantage of OpenText featuresets without introducing new complexity to users. Emails are
there and readily available. Management is happy and users arehappy. Everyone has access to information when they need itand how they want it.”Dan GalanManager, CIT Messaging and Document Management
Pacific Life

Financial enterprise enhances information governance and mitigates risk

Pacific Life, founded in 1868 and headquartered in California, offers
life insurance, annuities and mutual funds with a variety of investment
products and services. The enterprise, with close to 3,000 employees,
serves more than half of the 100 largest U.S. companies.
Established by a long history and distinguished clientele, Pacific Lifeturned to OpenText for enterprise-caliber information management—
starting with its center of business communications, email.

‘Old Way’ for email lacks control

Matching typical corporate use, Pacific Life generates millions of emails
every year. Most emails are transitory or only useful for a short time, whileothers constitute records or references that must be stored in compliance with industry regulations and obtained, when needed, for litigation
requirements. For instance, insurance policies—often spanning decades
themselves—and related email documentation must be maintained forseven years after termination. Finding emails amid the years and lists canbe a monumental undertaking.

The “old way” of handling email couldn’t support progress, as describedby Dan Galan, Manager, CIT messaging and document management for
Pacific Life: “Mailboxes would grow, they’d run out of space, everything would get dumped into public folders. Then, data would beeverywhere.” Accommodating storage for terabytes of email content
is enough to induce headaches and budget woes. But, that’s the goodnews. Legal risk and discovery costs associated with unmanaged email
can be devastating.

Volume and ubiquity made email a prime target for modification. Cindi
Vega, consultant and document management specialist for PacificLife, explained, “Our corporate compliance area knew they needed
to start reining in all the unstructured data and the first area they
attacked, because of volume, was email.” However, she notes, thelargest challenge in the process was not finding the right technology,
but gaining agreement for its use.
“Pacific Life has a decentralized environment,” she said, “so eachbusiness unit has autonomy to buy products they need to support
business… the key challenge related to setting a policy and for allgroups to all agree upon that policy.”
To mitigate the risks of noncompliance and litigation concerning email
content, Pacific Life formed a committee involving several departments
and focused on finding a systematic way to store legally required documentation while disposing of unnecessary material.

Email governance and security

Pacific Life needed a system that would keep or sweep emails, based on
business needs and rules, then ease the process of finding information
when called upon. “Our initial implementation of OpenText technology
aimed to archive email, enable retention rules for corporate compliance, and make it discoverable,” said Galan. The insurance company
implemented OpenText™ Email Management for Microsoft® Exchange foremail governance and security, then expanded content management toother areas with integrated solutions, including OpenText™ Content Suiteand OpenText™ Archive Server.

“Our investment inOpenText allows
us to be flexible tobusiness needs.”
Dan GalanManager, CIT Messaging andDocument ManagementPacific LifeFinancial enterprise enhances information governance and mitigates risk

One key to successful information management at Pacific Life is that thecompliance department makes decisions on policies and the IT teamputs them into action. Galan noted, “When compliance stands behind
you and says, ‘This is what we’re going to do,’ and we get consensus
from the appropriate committee groups, there are no issues.” To
offset its distributed organizational structure, Pacific Life executed a
successful email management campaign to gain input, acceptanceand involvement from managers and users. But the process would only
have been an exercise in teamwork if the technology was not the rightsolution for Pacific Life.
Galan and Vega confirm OpenText is a fit for the large and long-standing
company, referring to enterprise-caliber content management with customizable capabilities, security, and integration with external systems.
“Our investment in OpenText allows us to be flexible to businessneeds,” Galan noted.
For general email, IT built managed folders: Users drag emails into their
managed folder area where they are automatically archived. Pacific Lifeis actively grooming transitional email at 180 days. Soon, the company
will start compliance deletion for managed folders, but only after apatient preparatory process.
“People like to keep their stuff,” Vega said. “It’s difficult to convinceusers, ‘You really don’t need that email for longer than three years.
If you do need it for longer than three years, then it’s a record thatshould be in a place that everybody in your workgroup can access.’”
And that place for storing official documents is not the email client itself,

Galan added. “We had committees, user groups, and enterprise architectural groups strategizing around the right solution to help thecompany streamline and make it more efficient from a regulatory
perspective,” he said, noting that the solution must then be presented
to all users. “OpenText is helping us because we can demo on-the-fly
and show everyone how easy it is.”Since email is so ubiquitous, it is a good forum to practice behavior
change, according to Galan. “We had to roll Email Management out
in a manner that would not highly impact users.” He recalls several
lunch-and-learns and visits to staff meetings with the message, “Youneed to manage your email. This module will help,” and, in a mannerless obvious, it will modify behavior since users have 180 days to handle
emails before they are removed from Microsoft Exchange.

Streamlined control, compliance and protection

Email Management ensures emails that can be deleted are removed andinformation that must be retained is archived and searchable, according
to retention policies. “With Email Management we have control overthe back end for governance, compliance, and electronic discovery,”
Vega said. In fact, the insurance company’s eDiscovery team reports
searching and pulling information from Content Suite is more efficient thanother vendors’ solutions used at the enterprise. As a result, the proper
files are easier to access for legal purposes. “The biggest benefit has
been in mitigating risk more than anything else,” Vega said.

“With OpenText EmailManagement for
Microsoft Exchange
we have control overthe back end forgovernance, complianceand electronic discovery.”
Cindi Vega

Consultant and Document
Management Specialist
Pacific LifeFinancial enterprise enhances information governance and mitigates risk

Streamlined, yet transparent, is a common theme for OpenText products
at Pacific Life. “For Email Management, we take advantage of OpenText
feature sets without introducing new complexity to users,” Galan said.
“I can build it on the back end so emails are there and readily available.
Management is happy and users are happy. Everyone has access toinformation when they need it and how they want it.”Training is minimized since the OpenText repository is seamlessly integrated. “We don’t have to train every person who works for PacificLife to be a records manager,” she said. “It’s really not their job.
Instead, they can focus on what they do well.”Classification on the back end will be advanced with the use of OpenText™
Records Management that will automate the disposal of aged material.
Pacific Life’s compliance department is planning a big bucket approach
set at one-, three- and seven-year increments, according to information
type and compliance requirements. Documents already warehoused will
likely stay until aged and eliminated. “Because of success with email
management policies, I think that applying records management andretention to other areas is going to be an easier option,” Vega said.

Judging from experiences thus far, she and Galan expect smooth integration for future efforts. For instance, the process to upgrade Content Suite
was straightforward and well-supported. “It blew away my expectations,”
Galan said. “I was very happy with the support and the application, theway it responded.”

Future plans

Pacific Life is expanding its footprint to the international market on reinsurance. The company plans to extend Email Management to the Asianand European markets, particularly for divisions with a large numberof regulatory users. “Because of what we’ve done with OpenText sofar, it’s easy to turn on instead of starting all over,” said Galan. “Wewill just add new markets to the process. And that will impact users
because they’re not going to run out of mailbox space. Also, we’ll
work with compliance and with the appropriate groups to come up
with the right policies.”

About OpenText

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through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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