APPLICATION OVERVIEW

OpenText Exstream for Healthcare
Improve customer, physician, member, provider and employer engagement withconsistent communications across preferred channels

Drive down costs with

Today’s healthcare payers and providers face a variety ofdigital communications

customer challenges. Sky-rocketing healthcare costs areand fewer, shorter calls

leading more customers to implement self-care. While healthto the contact centerplan providers scramble to modernize aging healthcare
administration systems for an aging population, they are also

Achieve consistentstriving to meet the evolving customer demands of the younger

branding acrossgeneration. For example, digital-savvy younger consumers likedelivery channels andpersonal technologies focused on health and well-being.

ensure compliance

OpenText Exstream™ for Healthcare helps leverage customer insights andtransform communications to meet ever-changing customer needs.

Increase renewals

Payers and providers recognize that preventative care, disease management andbehavior modification can reduce healthcare costs. For healthcare providers,convincing members to modify their behavior requires improved transparency
for better rapport and trust. Healthcare industries are embracing new digital
engagement strategies that contribute to or drive lower cost of care, improved
healthcare quality and higher levels of customer satisfaction. This engagement
includes easy to understand personalized communications designed to educate,motivate and influence customers about moving towards an informed andcomprehensive health and wellness lifestyle. Educational messages can include
how to opt in to share health information, the benefits of generic drugs, healthyeating, nutrition and exercise and how to prevent illness.

and referrals withpersonalized member
experiences that create
engaged customers
Educate members forbetter behavior andhealth outcomesSeven of the top 10
Fortune 500 healthinsurers use Exstream
to design and deliver
a variety of membercommunications.
Exstream can help
healthcare payers:• Create and manage high-volume
EOBs with policy-tailored, easy-to
understand information to reducevolume and length of calls to thecontact center.

Increased oversight and federal mandates stress the importance of compliant
customer communications within the healthcare industry. Explanation of benefits(EOBs) forms play a particularly important role in the relationship between
company and customer, across all types of coverage, from medical and dental
to prescriptions and mental health. Healthcare payers today struggle to provide
communications that are useful and informative but also clear and easy tounderstand with a consistent look and feel across all channels.

Drive down costs
Exstream helps organizations drive down costs by directly accessing and using datafrom membership, claims and benefits systems, eliminating the need to create
and maintain systems that consolidate, convert and normalize disparate data.
These capabilities also help ensure accurate, up-to-date member communications
that contain insights leveraged from a diverse set of data points. Clearer, easy tounderstand EOBs, claims and renewal letters reduce client frustration and result in
fewer expensive call center inquiries.
Since Exstream can produce all types of member documents and communications,
including welcome kits, letters, claim forms and ID cards, there is no need tomaintain a variety of document generation systems, further reducing costs.

• Include targeted wellness
messages in member
communications to guide themtowards healthier behavior while
reducing claim volume.

Exstream enables organizations to design once and deliver to 20+ digital and print
channels without compromising stringent delivery requirements. Encouraging
members to choose electronic communications over paper saves printing and postage
costs while minimizing risk. One health insurer using Exstream saved $1 million dollars
on paper and postage alone.

• Ensure that all communications,from EOBs, welcome kits, ID
cards and policies, look like they
are from the same company andinclude compliant copy supporting
regulatory mandates.

Achieve consistent branding across delivery channels• Create personalized outreachmaterials for marketing and open
enrollment periods and deliver
them to customers throughpreferred communication channels.

Personalize member experiences and increase renewals
and referrals• Manage complicated chroniccare claims and intricate casemanagement efficiently.

With so much consolidation in the healthcare industry, it is important for insurers
to have a consistent look and feel, ensuring brand consistency and complianceacross digital and print channels. Exstream for Healthcare makes it easy to replacea company logo, no matter the type of communication or the delivery channel.

Providers and payers that supply patients with the information they need to makecare and cost decisions are more likely to achieve better clinical and financial
outcomes and earn the loyalty of members/patients and their families. Providing
patients with on-demand access to personalized health information andsending automated, data-driven reminders for prescription refills, appointments,
preventative care activities and discounts for health and wellness services fosters
customer loyalty and trust. Engaged, happy customers are more likely to renew
their insurance plan and recommend it to others.
For on-demand, realtime and structured communications, if a primary delivery
method fails, the software automatically sends through secondary channels.
Because communications are integrated, targeted messages can be added to thefailover notices to direct customers to update their contact information for future
electronic deliveries, ensuring continuous communication with customers.

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Educate members for better behavior
Healthcare providers and payers want to educate members about how to be better
healthcare customers and are now deploying new methods for attracting andretaining members, especially those engaged in maintaining or improving theirhealth. According to the Centers for Disease Control and Prevention (CDC),
chronic conditions account for 75 percent of healthcare spending and lifestylechoices are responsible for the majority of chronic conditions. Health providers,employers and payers can create personalized, educational communications that
help patients and customers make better choices.
Exstream leverages innovative document white space management, giving business
users the freedom to deploy targeted campaigns to cross sell and up sell products
and services and help members see the benefits of switching to generic drugs anddeveloping better habits, such as regular exercise and healthy eating.

Applications and use cases
Member communications
As healthcare payers increase their focus on customer strategies, they can use
Exstream to produce member communications that build brand loyalty and promote
behavior changes. And rather than sending nearly identical communications tothe same address, the solution can consolidate mailings to a single address formembers of the same household.
Welcome kits
Dynamic welcome kits that include provider directories can be automaticallyassembled based on pre-defined business rules, saving valuable time and money
by reducing labor costs and pre-printed materials.
Explanation of benefits
Transform your traditional EOBs into powerful communications that use charts andgraphics to clearly explain benefits, show pictures of medications members are
currently taking, help with chronic disease management and promote preventative
activities and behaviors.

Use Exstream to create simple, easy to read EOBs
Correspondence
Improve the efficiency of correspondence processes with OpenText Exstream™
Empower Editor’s interactive business editing and workflow capabilities. Easily
respond to claims from Exstream Empower Editor’s controlled editing environment,
which enables front-office staff to quickly explain claim acceptance or denial while
limiting organizational risk.
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Wellness assessments

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Create personalized wellness assessments online or in person to help members
understand health risk factors and necessary lifestyle changes.

Why OpenText?
Exstream is OpenText’s strategic, innovative and continually evolving Customer
Communications Management (CCM) platform. The solution extends organizational
CCM capabilities to include business user-driven content creation and modification,a premier batch engine which is faster than other CCM solutions and the ability toingest data in any format, greatly reducing document processing time. Exstream is
the #1 CCM solution in market share and enterprise deployments.
Exstream is part of the OpenText™ Experience Suite Platform which includes
solutions for digital asset management, web content management and more toprovide a complete, 360-degree customer experience across all interaction
points of the customer journey. The Experience Suite Platform enables
organizations to improve customer loyalty and create connected, engaging,personalized experiences that yield better, longer-lasting results related tocustomer lifetime value (CLV).
Exstream differentiators include:• Premier batch engine performance with less investment in infrastructure andsoftware licenses.
• Easy integration with data and content from any application, with no need tonormalize data, saves hours of processing time.
• Strongest integration with business apps and ecosystems, such as SAP®
Salesforce and OpenText EIM solutions.
• Design and authoring functionality lets non-technical users modify and publish
content in Exstream templates, without IT help.

OpenText Professional Services
OpenText offers Consulting Services, Managed Services and Learning Services
to support customers with digital transformation and optimize their investment
in OpenText software and solutions. Passionate about Customer Experience,
OpenText brings together the world’s largest certified team of OpenText solution
professionals to help customers build and execute on their digital strategy.
Consulting services include:• Professional Services• Experience Advisory services• Implementation services• On-premises, cloud and hybrid managed services• User Adoption services• Training (classroom, virtual, certification)• Success packages• Integration services• Modernization

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