Success story
Fédérale Assurance
Industry• Insurance

Solutions• OpenText™ Exstream• OpenText™ Documentum™

Results
Reduced dependency on ITwith intuitive solution
Accelerated time to market
with real-time personalizationof multichannel customer
communications
Enabled seamless integration
with existing business applications
and projects

Fédérale Assurance implements
customer communications
strategy with OpenText

OpenText™ Exstream seamlessly integrates with insurer’s IT system to enable
quick design and delivery of personalized customer communications“There have been so many benefits, including faster time tomarket with new products and offers, less dependence on
IT and easy integration with other projects.”
Christian Flion

Head of IT Operations and Document Production Services
Fédérale AssuranceFédérale Assurance implements customer communications strategy with OpenText

Belgian insurer Fédérale Assurance produces eight to ten
million pages of customer communications annually across its
insurance offerings and financial investments products. These
communications, delivered to both individuals and businesses,
include contracts, renewal notices and documents related to losses.
While the insurer has been automating its direct mail to a certain
extent since the 2000s, legacy tools were falling short. To streamline
its processes, Fédérale Assurance selected OpenText Exstream
for its fast production engine, seamless integration with existing
systems and ease of use.
“We market our products directly to customers using our own
representatives, rather than going through brokers,” explained
Christian Flion, head of IT Operations and Document Production
Services, Fédérale Assurance. “This approach requires direct andpersonalized communication with customers. In addition, newrequirements have introduced the need to create a single repository.
“OpenText™ Exstream is intuitive and easy to use. Team members
quickly became independent, handling document design while
improving their knowledge. Exstream Designer is more user-friendly
than competitor products.
“A significant and growing proportion of our customer communications
are now handled by OpenText Exstream.” The solution easily integrates
with many business applications so users can create personalized
customer communications, such as a business proposal mailing,
without having to leave the business application. The insurance manager
can dynamically modify and save the document using customer andbusiness information. Fédérale Assurance has integrated this functionality
into its processes for comprehensive fire policies and other businessareas will follow.

The insurer sought a tool that offered real-time document customizationand multichannel management. With Exstream, employees can now
compose and generate a document, preview it on-screen as a PDF
and then choose from paper or email as the distribution channel. The
solution also integrates with other IT systems, including the insurer’sMicrosoft Dynamics® CRM (Customer Relationship Management) tool.
which now leverages Exstream to manage its product descriptions.
Fédérale Assurance has also built an Exstream-powered mobile
application that enables sales staff to collect customer information ona tablet using the Exstream interactive editor. When the salesperson
returns to the office, it is easy to synchronize and validate the content.
To ensure legal compliance, customer responses are then stored andarchived electronically using OpenText™ Documentum™.
Around 350 Fédérale Assurance employees now work with Exstream
applications every day. The insurer plans to expand the solution’s
deployment across all business units and launch new applications.
“There have been so many benefits, including faster time to market
with new products and offers, less dependence on IT and easy
integration with other projects,” said Flion.
With OpenText Exstream at the heart of its IT system, Fédérale Assurance
aims to increase contract production and respond to its customers withincreasing flexibility. “We want these applications to be handlingapproximately 80% of our communications by 2020. It was theright choice for us,” Flion concluded.

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 about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
Customer stories

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