SUCCESS STORY
Tokio Marine Vietnam
Industry• Insurance

Solution• OpenText Exstream

Partner• delaware

Tokio Marine improves client
service quality with rapid deliveryof policy information

Leading insurer in Vietnam accelerates the production of policy documents
by 40 percent and improves quality of client services with OpenText™ Exstream
Results
Accelerates creation of new
insurance policy documents by
40 percent, helping the company
to process growing volumes ofclient requests.
Replaced cumbersome manual
processes with streamlined digital
authoring and editing tools, cutting
production costs.
Improved quality of service asclients receive policy information
faster, contributing to higher levelsof satisfaction.

“Thanks to OpenText Exstream, we’ve cut
the time spent on preparing insurance
documents by 40 percent. Fasterprocessing enables our users to handle
higher volumes of policy requests—
empowering us to grow our businesswithout driving up operational costs.”
Van Nguyen

IT Manager
Tokio Marine Vietnam

Tokio Marine improves client service quality with rapid delivery of policy information
For 25 years, enterprises have turned to Tokio Marine Insurance
Vietnam for high-quality insurance and risk management services.
Part of the Japan-based Tokio Marine group that operates in 39
countries, the company provides a wide range of products, fromproperty, engineering, and marine, to trade credit, accident andhealth, and casualty insurance.
Working with Tokio Marine Insurance Vietnam empowers clients
to approach new business opportunities with confidence. Whether
clients are shipping cargo across continents or launching into newmarkets, the insurer aims to deliver a tailored policy that will protect
their investments against many forms of risk.
Van Nguyen, IT Manager at Tokio Marine Vietnam, explains:“We are growing our presence in Vietnam, but we operate ina challenging, competitive insurance market. To continue oursuccessful expansion, we strive to provide the highest standardsof service, including clear, prompt client communications. Andinternally, we focus on developing efficient workflows that enable
us to process increasing numbers of client requests seamlessly.”

Preparing large volumes of policy documents
Among the most important client communications provided by Tokio
Marine Insurance Vietnam are policy documents that contain thedetails and terms and conditions of the insurance cover. Whenever
new or existing clients request a product, the company prepares anddispatches the policy documents for client review and approval.
“On most weeks, we create around 650 documents, which wesend either via email or through the mail, as some companies inVietnam request a paper copy to sign off,” continues Van Nguyen.
“In many cases, collating the information for policy documents
forms a difficult task, as some commercial insurance products
are highly complex.”Moving beyond traditional manual processes
To design, edit, and personalize policy documents, Tokio Marine
Insurance Vietnam previously relied heavily on manual processes.
However, this approach consumed many working hours, increased
production costs, and heightened the risk of clients having to waitlong periods before receiving documents.
“We decided to look for a new way of working, and targeted asmarter, more scalable model better suited to preparing highvolumes of policy documents quickly and cost-efficiently,”adds Van Nguyen. “Our first goal was to find a solution thatwould streamline and accelerate our document workflows.”

Implementing a leading-edge solution
To modernize its client communications strategy, Tokio Marine
Insurance Vietnam selected OpenText Exstream—a solution
purpose-built for creating personalized content. The company
worked with OpenText business partner delaware Singapore to
implement the solution, including integration with its core insurance
system and customer database, before later upgrading to thelatest version of the platform to access enhanced content design
and authoring tools.
Within Tokio Marine Insurance Vietnam, three IT team-members
use OpenText Exstream to design document templates, adding
corporate styling. Then, 65 front-end users retrieve information fromthe customer database and update the templates with unique policy
terms before the dispatch of the final documents, either as PDFs
or paper copies.

“Our front-end users
find the design tools
and intuitive interfaceof OpenText Exstream
especially useful, enablingthem to author and edit
content with ease, andquickly apply updates
to policy schedules andterms and conditions.”
Van Nguyen

IT Manager
Tokio Marine VietnamTokio Marine improves client service quality with rapid delivery of policy information

Van Nguyen comments: “Since the initial deployment, OpenText
Exstream has proved hugely valuable for us. Our front-end users
find the design tools and intuitive interface of OpenText Exstream
especially useful, enabling them to author and edit content withease, and quickly apply updates to policy schedules and terms
and conditions.”

Accelerating critical document workflows
With the latest version of OpenText Exstream, Tokio Marine Insurance
Vietnam has transformed the speed and efficiency of its policy
document preparation processes. The company has replaced
slow, cumbersome manual workflows with leading-edge, agile
digital tools, enabling users to process growing volumes of client
requests seamlessly.
“OpenText Exstream has significantly reduced the time required
to generate policy documents,” adds Van Nguyen. “Thanks
to OpenText Exstream, we’ve cut the time spent on preparing
insurance documents by 40 percent. Faster processing enables ourusers to handle higher volumes of policy requests—empowering us
to grow our business without driving up operational costs.”
In addition, improved production times are helping Tokio Marine
Insurance Vietnam to deliver exceptional levels of service to clients,
who now receive new policy documents faster than ever. “Providingspeedy, responsive service at the start of a client relationship is
crucial to building long-term loyalty,” adds Van Nguyen. “OpenText
Exstream is helping us to make a positive impression at an importanttime in the client lifecycle.”

Improving operational cost-efficiency
By replacing manual document production with OpenText Exstream,
Tokio Marine has also generated valuable cost-savings. With every
step of the document authoring and editing process completed
through the OpenText solution, the company is achieving a long-termgoal of operating more sustainably and reducing use of paper.
The omnichannel capabilities of the OpenText solution also helped
Tokio Marine Insurance Vietnam maintain business-as-usual during
the COVID-19 pandemic. With employees working from home andunable to mail out paper copies, the company concentrated solely
on creating digital PDFs to ensure clients continued to receive key
insurance documents.
Looking ahead, Tokio Marine Insurance Vietnam is keen to explore
other potential use cases for OpenText Exstream. In particular, thecompany is now working with delaware Singapore on a potential
integration between the OpenText solution and e-signature tools,
which would allow clients to check and approve PDF versions of theirpolicy documents.
“Along with the excellent design functionality, the OpenText solution
has always been highly reliable, with round-the-clock availability,”
concludes Van Nguyen. “OpenText Exstream enables us to deliver
prompt, clear communications to our corporate clients, and willcontinue to be our go-to platform for generating policy documentsin the years ahead.”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

Partner Information:

opentext.com/contact

delaware specializes in helping enterprises to deploy of ERP and corebusiness systems. Headquartered in Belgium, delaware has morethan 3000 employees and operates across 14 countries worldwide.

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