Success story
Vhi HealthcareIndustry• Healthcare• InsuranceSolutions• OpenText Exstream™ 8.6• OpenText Exstream™ Delivery Manager• OpenText Exstream™ Interactive• OpenText Exstream™ HTML• OpenText Exstream™ Command Center• OpenText Exstream™ Output Sorting
and BundlingResults
Generated clearer, moreconcise and compliant
member communications
Cut workload and costs byreplacing print and post with online
delivery and greater use of website
Increased Vhi’s confidence
and certainty in the standardof communications

Vhi Healthcare streamlines
member communication processes
OpenText Exstream increases quality and drives out complexity“We chose OpenText Exstream because it provides us with anability to produce quality documentation for our customers
and enables us to streamline our process. We didn’t see thatcapability anywhere else on the market.”Damien Malone

Principal Technical Architect
Vhi Healthcare

Vhi Healthcare streamlines member communication processes

Communicating efficiently with more than a million customers isvital for Ireland’s leading health insurer, Vhi Healthcare. Vhi investedin OpenText Exstream to improve production processes, reduce
communication complexity and increase multi-channel delivery.
TMChallenge

Unsupported system

Since 1957, Vhi has been helping people in Ireland access the best quality
private healthcare through its extensive range of products and services.
With more than one million customers, Vhi continues to be the market
leader for health insurance in the country.
“Our brand promise is ‘When you need us, we’re there’ and this is true
for practically every medical eventuality—whether you need coverfor hospital treatment, daycare treatment, day-to-day expenses,
multi-trip travel insurance, expatriate insurance, dental, walk-in urgent
care, medical screening, occupational health, employee assistanceprogrammes or Hospital in the Home services,” said Damien Malone,principal technical architect with Vhi. “Our customers and their dependents are covered individually or through membership of one ofmore than 8,000 corporate and affinity group schemes countrywide.”
Each year, Vhi sends up to three million communications, including one
million policy updates, 620,000 renewals and 87,000 claims. This canamount to almost 18 million pages being printed and posted each year.
“This level of paperwork requires a system that is ultra-efficient. Thesystem we had in place was of its time and did not have the same
toolset and richness offered by later solutions,” said Malone.

Vhi was also concerned about the complexity of its documentation. The
policy renewal document alone ran to 20 pages and users found that thedetail was lost in the sheer volume of information.
Launching a new Customer Communication Programme, Vhi issued two
Requests for Proposals (RFP)—one for the replacement of the legacy
CCM technology that managed its print templates and the other toimplement an email communication mechanism.

Solution

Improved design capability
The RFPs were issued to five CCM vendors and the final choice was toimplement Exstream. Designed to transform customer communications
into a business differentiator, this multi-channel CCM solution enables
users to create insightful, real-time customer communications that canbe delivered through the customer’s preferred channel. It can provide
fully customized high-volume statements and bills, self-service web
applications and on-demand marketing.
“We chose Exstream because it provides us with an ability to produce
quality documentation for our customers and enables us to streamline
our process using testing tools like Rules Analyzer, Test Data Captureand Output Compare. We didn’t see that capability anywhere else on
the market,” said Malone. “OpenText not only offered us the application
but also a high level of support with feet on the ground and an overarching governance. We involved OpenText at every step and madeuse of their experts. They acted as mentors and that gave us theconfidence that what we were doing was going to make best use ofthe software.”
OpenText assisted with the implementation and training and use of
Exstream is now spread between the Dublin and Kilkenny sites.

“It has given us improved
turnaround times anda sense of security
around the applicationand its stability.”
Damien Malone

Principal Technical Architect
Vhi Healthcare

Vhi Healthcare streamlines member communication processes

Benefits

Multi-channel delivery
Exstream is easy to use and was initially used for ‘greenfield’ change
projects, migrating documents from the legacy CCM solution andre-engineering them. Vhi is starting to see the additional benefits thatExstream can bring. It recently conducted its first change project on
existing Exstream templates and noticed a significant decrease in theturnaround times.
“The main improvement in turnaround times has been with thegeneral day-to-day templates,” said Malone. “The Exstream userinterface provides functionality that was just not available in theprevious application. It is object based and some of the search andreplace functionality within Exstream is definitely ahead of othersolutions we’ve seen in the market.
“The Exstream editor is powerful and we couldn’t find anything elsethat had the same capabilities. Other applications we researched
had limitations that might hinder our ability to make changes todocumentation. So far, Exstream has been very flexible and ismeeting our requirements.”
Implementing the sophisticated design functionality of Exstream has
also enabled the organization to reduce its policy renewal documentationfrom 20 pages to around 10, delivering welcome savings on print, paper
and postage costs.
Although many documents are still printed and posted, the Exstream
multi-channel capabilities are enabling a swing towards greater website
and email communication. Some 120,000 customers are now able

to receive email documents, particularly insurance quotes, with Vhi
sending an average of 1,000 emails a day. Safe delivery is assured by
OpenText Exstream™ Delivery Manager tracking, which logs all delivery
activity, enabling a replacement print version to be sent if electronicdelivery fails.
The ability to correct errors or omissions in documents within the production environment is also something new for Vhi. Exstream Interactive
now gives Vhi an interception point that allows it to do that all within theproduction sphere. Once they have been modified, the documents arepushed back into the automated fulfilment process, eliminating extra
steps or manual processes.
Exstream capabilities such as output comparison and coverage reports
have also introduced quicker and more focused testing. Business rules
can be validated during test cycles and re-usable test applications canbe generated to reduce the manual effort involved in each subsequentdevelopment project.

About OpenText

Looking forward, Vhi hopes to use Exstream to further reduce thecomplexity of its communications and, where possible, introduce more
personalization and variable data along with inserting relevant cross-sellingand up-selling marketing messages. Boosting its online presence isalso on the horizon along with expanding its multi-channel strategy toinclude text messaging. Greater integration of web capabilities will comefrom the Exstream ability to generate HTML files as well as email PDFs.

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.

“Using Exstream has got us into a different environment and one thatis supported,” said Malone. “It has given us improved turnaroundtimes and a sense of security around the application and its stability.”

Customer stories

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