Success story
O2 Slovakia
Industry• Telecommunications

Solution• OpenText™ PowerDocs

Results
Highly-personalized
offers for customers
through CRM integration
CI-compliant documents
in all shops
Greater agility and speed
in generation of offers

O2 Shops produces customized
customer offers and compliant
contracts in seconds
OpenText PowerDocs provides fast, compliant, personalized
documentation with CRM integration“We found OpenText PowerDocs’ high performance functions
and mature architecture very impressive. OpenText PowerDocs
was the only solution that could meet all our business demands.”
Radek Moravec

Project Manager
O2 Slovakia

O2 Shops produces customized customer offers and compliant contracts in seconds

Based in Bratislava, O2 Slovakia employs around 420 staff and is oneof the three largest providers of telecommunications services in theexpanding Slovakian market. Its parent, Telefónica Czech Republic,
entered the Slovakian market in February 2007 and is one of themajor global telecoms businesses.
O2 Slovakia faced a challenge when replacing its legacy Client Relationship Management (CRM) and Point-of-Sale (PoS) systems with a single
CRM. For both sales and customer care service, the company needed to
be able to guarantee the consistency of processes and documentationsuch as hard copy contracts, quotations and other requests across allchannels: call center, shops and franchises.
Its aim was to achieve this by integrating all document-based activities
into its business processes. This would ensure that documents areboth legally sound and Corporate Identity (CI) compliant. However, thecompany faced difficulties in streamlining and combining individual
processes and current data into a standardized and efficient processfor communications.

Compliant documentation just a click away

To meet the challenge in more than 200 of its shops, O2 Slovakia selected
OpenText PowerDocs. The solution is also used at franchises anddealer premises for written correspondence with customers. For themost part, just one click is all it takes for sales and customer service
employees to compose custom offers, contracts and order confirmations
for customers with consistent and compliant documents being output as
the end result.
TMThe solution from OpenText has also made it possible to centrally
manage templates, text blocks and images, automatically combining
these into customized customer offers, contracts and correspondence.
The solution uses existing data regarding a customer to compose, handle
and print all the documents, in an automated process with predefinedrules, as well as administration of users and rights.

Faster processes integrated to CRM provide 360-degree
customer view

All customer-facing documentation is now produced in a consistent, legallycompliant way. Additionally, the documents adhere to the latest corporate
design, ensuring branding and messages are delivered consistently andaccurately to customers.
All customer quotations are now fully integrated to O2 Slovakia’s CRM
system. This helps build up a complete 360-degree view of each customer.
The OpenText solution also provides for much faster production of personalized offers than was previously possible.

High performance and solution reliability pave the way
for future applications“We found OpenText PowerDocs’ high performance functions andmature architecture very impressive. PowerDocs was the only
solution that could meet all our business demands,” said Radek
Moravec, project manager at O2 Slovakia.

With the solution, O2 Slovakia produces more than 4,000 highly personalized offers, order confirmations and service papers each day. Thecompany is now looking at planning the expansion of the solution
to include its customer communications program, encompassing
campaign management.

About OpenText

OpenText, The Information Company,
enables organizations to gain insight
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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