SUCCESS STORYENGIE ItaliaIndustry• EnergySolutions• OpenText™ Documentum™
• OpenText™ Extended ECM for Salesforce• OpenText™ Intelligent CapturePartner• PIC SERVIZI PER L’INFORMATICAResults
Enabled tight EIM integration withSalesforce CRM, avoiding the needfor employees to swivel between
OpenText™ Extended ECM andSalesforce CRM.
Safeguarded 200,000 key
documents and counting, withheadroom for ongoing expansion.
Enhanced the efficiency of B2B
contract negotiations, helping
ENGIE Italia boost competitivenessand win new business.

ENGIE Italia boosts competitiveness witha fast, responsive pre-contract process
Energy company streamlines B2B contract negotiations with OpenText™
®
Extended ECM for Salesforce“Thanks to OpenText Extended
ECM for Salesforce, we’reenabling the business torespond to client requests forcontract proposals quickly—
helping to sharpen ENGIE
Italia’s competitive edge.”
Francesco Presicce

Manager, IT Business Support
ENGIE Italia

ENGIE Italia boosts competitiveness with a fast, responsive pre-contract process

For more than two decades, ENGIE Italia has played a leading rolein Italy’s energy sector. Headquartered in Milan, the company
is pioneering solutions that will help accelerate the country’s
transition to a carbon-neutral economy, powered by ultra-efficientand environmentally friendly technologies.
ENGIE Italia supports a wide range of customers across Italy, fromindividuals to public and private enterprises. In the company’s B2B
division, the public administration department serves such diverse
clients as municipal governments, TV networks, and military bases.
Francesco Presicce, Manager, IT Business Support at ENGIE Italia,
explains: “To win B2B clients, an efficient and responsivepre-contract process is vital. This all-important stage inthe customer journey generates a significant amount of
documentation. To put a winning bid together, our publicadministration teams need fast access to all the information.”

Manual processes slow contract negotiations
In the past, ENGIE Italia’s public administration teams relied heavily
on manual methods such as emails, phone calls and spreadsheets
to collaborate on bids and prepare new B2B contracts. All key
documentation—including building plans, technical schematics,
and financial proposals—were stored in shared drives.

“One of the big difficulties with the previous way of working
was that there were no standard processes for pre-contract
negotiations, which made it difficult to ensure a consistently
fast response to client requests for proposals,” continues
Presicce. “Using shared drives to store documentation was also
slowing our public administration teams down, because the lackof a structured folder system made it time-consuming to findand retrieve information.”

Planning standardized digital workflows
To solve the challenge, the public administration department
decided to build a single, standard set of processes forpre-contract negotiations, supported by digital workflows inSalesforce® CRM. At the same time, ENGIE Italia looked for an
Enterprise Information Management (EIM) platform that could
integrate seamlessly with the Salesforce solution, offering teams
faster access to key information.
“When multiple energy businesses are bidding for the same
contract, being able to produce a compelling proposal quickly
can offer big advantage,” adds Presicce. “We were confident thatcombining Salesforce CRM with an EIM solution would help ourteams respond to potential clients faster.”“In the coming years, weplan to migrate all ourOpenText solutions toAWS, enabling us tounlock the efficienciesof the cloud model,
reduce our IT operationalcosts and increase
our responsiveness tothe business.”
Francesco Presicce

Manager, IT Business Support
ENGIE Italia

ENGIE Italia boosts competitiveness with a fast, responsive pre-contract process

Ensuring seamless integration
For more than five years, ENGIE Italia has used OpenText solutions toenable EIM capabilities across its business, including an automatedmailroom solution powered by OpenText™ Intelligent Capture andOpenText™ Documentum™. Based on its positive experiences with theOpenText solutions, the company decided to build on its investment in
the platform by deploying OpenText™ Extended ECM for Salesforce.
“One of the most important criteria for a new EIM solution forthe public administration department was tight integration withSalesforce,” states Presicce. “We wanted to ensure our employees
could work in a single system, eliminating the need for timeconsuming swiveling between different platforms to retrieve
information. With Extended ECM for Salesforce, we can deliver
exactly that.”Partnering with the experts
From the beginning of its journey with OpenText solutions, ENGIE
Italia has relied on OpenText business partner PIC Informatica toassist with consulting and technical implementation services. As aresult of the strong collaboration between the two companies, ENGIE
Italia selected PIC Informatica to help with deploying Extended ECM
for Salesforce.

“We greatly appreciate the advice and expertise of the PIC
Informatica team,” comments Presicce. “Over many years ofworking together on different projects, we’ve built up a very closeworking relationship. PIC Informatica knows our business backto-front, which gave us the confidence they would be the perfect
partner to help us deploy the new OpenText solution and build theintegrations with our other business systems.”

Unlocking process efficiency in the cloud
Working with PIC Informatica, ENGIE Italia deployed Extended ECM
for Salesforce in the AWS cloud. Today, the solution is fully integrated
with the company’s new pre-contract workflow in Salesforce CRM,
and with the company’s SAP business systems.
Presicce explains: “Our public administration teams now drive thepre-contract process using Salesforce CRM. At every point, theteams can store and access information via OpenText Extended
ECM without ever leaving the Salesforce solution. Once thecontract negotiations are complete, we also use the OpenText
platform to store the client contracts, which we create in SAP ERP.”
Presicce adds: “We are pursuing a cloud-first strategy—anddeploying Extended ECM on AWS is part of that initiative. In thecoming years, we plan to migrate all our OpenText solutions toAWS, enabling us to unlock the efficiencies of the cloud model,
reduce our IT operational costs and increase our responsivenessto the business.”ENGIE Italia boosts competitiveness with a fast, responsive pre-contract process

Responding to clients faster

Planning future process enhancements

With Extended ECM for Salesforce at the foundation of its new
pre-contract workflow for B2B prospects, ENGIE Italia empowers its
public administration teams to work more effectively than ever.

Looking ahead, ENGIE Italia is exploring additional ways to harness
the OpenText solution to accelerate and streamline its businessprocesses. For example, the company is planning to extend thesolution to cover its B2C customer care teams—helping to ensurethat all customer documentation is immediately available torepresentatives within Salesforce CRM.

“Today, employees use a single system to upload and view
pre-contract information,” says Presicce. “When we add aprospective client to Salesforce CRM, the OpenText solution
automatically sets up a folder for all correspondence anddocumentation related to that prospect. At the end of the process,the client contract is stored in the same place, which makes it
easy to refer back to all the information when the contract comesup for renewal.”
After one year of using the new solution, ENGIE Italia has stored
200,000 documents in Extended ECM. The company sees that thetotal volume of documents will continue to grow as it bids for—andwins—new business from B2B clients.
“We’ve been very happy with the training we received from PIC
Informatica,” adds Presicce. “Although there were a few teethingproblems at first, we quickly overcame them. Today, all 400 people
in the public administration division use the solution to drive their
daily activities. The feedback has been very positive—our teams
especially appreciate how easy it is to search for documents using
Extended ECM.”“Whether we are serving B2B or B2C markets, responsive
services are crucial to delight our customers and foster theirloyalty,” concludes Presicce. “Thanks to OpenText Extended ECM
for Salesforce, we’re enabling the business to respond to client
requests for contract proposals quickly—helping to sharpen
ENGIE Italia’s competitive edge.”

About PIC SERVIZI PER L’INFORMATICA
Since 1990, PIC SERVIZI PER L’INFORMATICA has delivered expert IT
services and consulting for enterprises across Europe. Headquarteredin Milan, Italy, PIC SERVIZI PER L’INFORMATICA has operations in thecities of Turin and Rome as well as London, England.

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.
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