Success story
TelenorIndustry• Telecommunications

Solution• OpenText Exstream™

Results
Document changes that used totake hours, days or even weeks
can now be achieved in minutes
Business users can make theirown changes without having torely on expensive IT services
Communications can bepersonalized and are more
relevant, error-free, consistentand easier to navigate
Corporate branding and image
is consistently in line with theTelenor Design Guide with thesame look and feel as web anddirect mailTelenor modernizes customer
communication management

OpenText Exstream™ boosts document production efficiency
and document quality for leading telecom operator“Since we’ve started using OpenText Exstream, business
users can easily create or change their own content everyday. The output is more consistent and error-free and time
to market is much quicker.”
Piero Notaro

Business manager for customer communications
TelenorTelenor modernizes customer communication management

Proposals and agreements are a vital part of Telenor’s customer
engagement but production and management processes werelaborious, expensive and time-consuming. By allowing business
users to create and change their own content, OpenText Exstream
has speeded up time to market while improving document quality
and reducing cost.

Challenge

Telenor is Norway’s leading provider of fixed and mobile telephony,broadband and data communication services for residential andbusiness customers. With 3,066 million mobile subscriptions and 4,006
employees, it has total revenues of NOK 26,035 million (2016) and isheadquartered in Fornebu, outside Oslo.
The operator’s telemarketing, customer service and direct sales departments distribute a total of 1,500 customer communications a month via
email, mail, or personal visits. The documents range from four-page
proposals in response to telephone calls to complex 80-page corporate
agreements with many appendices that can follow sales processes
lasting weeks or months.
Despite the quantity and importance of its communications, Telenor had
an inefficient process for altering or customizing document templates orcreating new templates. It used a Siebel solution and a system developed
in-house called Company.
“It was very manual and laborious. We didn’t have a bespoke
system for templates, just a homemade scripting function basedon Microsoft® Word,” said Piero Notaro, Telenor’s business manager

for customer communications. “All users had to download a local
package of the two templates and we would only update them a
few times every quarter because we had to hire an IT consultant forseveral hours to make even small adjustments. The consultant thenhad to roll out all of the content, not just the adjustment, to all oursales reps who each had to download 200 or 300MB of data.
“This labor-intensive process was very expensive and time consuming
and the content quality could be poor. Also, staff often needed help
because it was not user-friendly. All this meant that our time tomarket for new products or new portfolios was not measured inseconds and minutes but in days or weeks.
“These were perfect reasons for implementing a professional systemthat could manage both content and templates.”

Solution

Telenor wanted a flexible, quick and reliable multichannel/multi-format
solution that would streamline the administration of templates, improve
document quality and decrease the need for user support.
The OpenText team had visited Telenor during a Scandinavian customer
tour and following a product demonstration, the company decided
Exstream was the best solution due to its technological feasibility andprice. Also important was the fact that OpenText promised and delivered,a three-month total runtime for the implementation project.
“I have always appreciated the cooperation with OpenText throughemail and phone and especially using the support resources where I
can quickly get help,” said Notaro.

“Exstream is veryflexible. We canre-use content inseveral different ways
and define rules for howand when it is used.”
Piero Notaro

Business manager forcustomer communications
TelenorTelenor modernizes customer communication management

OpenText Exstream is a customer communication management (CCM)
program that allows business users to optimize customer engagement
through the design and delivery of ultra-personalized, consistent, compliant, communications—delivered anytime, anywhere. The omnichannel
CCM solution gives business users the power to create communications
using delivery formats and channels customers prefer—including email,web and mobile.
Initially, Exstream was used in conjunction with Siebel but was latertransferred to Salesforce®, with the Direct Sales department using itfirst. The company implemented two existing templates for proposals
and agreements using Microsoft® Word DOCX, then added English
versions and created additional agreement templates. Exstream wasthen implemented for Telemarketing and later, Customer Service. Telenor
now has 13 document templates and 370 employees using Exstream.
“Telemarketing and Customer Service representatives use Exstream
almost every day and often, several times a day because their sales
process can be as short as five minutes,” said Notaro.
Two instances of Exstream are in place. The one that Direct Sales uses isconnected to Salesforce Sales Cloud and the one used by the other two
departments is connected to the home-built system, Company.

Benefits“Exstream is very flexible. We can re-use content in several different
ways and define rules for how and when it is used. We now makechanges to documents every day. Small changes can be done inseconds or minutes while more extensive changes can be done in acouple of days,” said Notaro. “This was not possible before because
we were dependent on IT. This meant that we had to plan ahead for
all rollouts and costs were related to all changes.”

Exstream makes it easy to create templates for including personalized
messages or logos or Telenor tables for product comparisons. Anotherbenefit of using Exstream is consistency of Telenor’s content and image
with all template design now based on the Telenor Design Guide.
“Every communication we send out has the same look and feel and isin line with direct marketing and web communications,” says Notaro.
“Sales reps productivity has also improved because they do not haveto waste time constantly changing documents and can concentrateon selling. The content is better because they used to write proposals
in their own style, which could be a combination of Norwegian andSwedish with odd spelling that was not always professional.
“Receiving documents that are more consistent and clear also makes
life easier for Telenor customers. Thanks to the routines created in
Exstream, everything is explained in the same way, which makes it
easier to navigate around the information.
“All content is more consistent and error-free because it is built
using approved text blocks,” added Notaro. “I can also change
content on the fly. For example, if I get a call from the regulatory
department regarding a change that needs to be made, I can do thatin seconds and the templates are updated for all users. Changes thatused to take hours now take just minutes.”
Efficiency has also been improved by moving from local clients on eachmachine to flexible web clients. Exstream has also given Telenor a firm
foundation for increased customer satisfaction and future growth.

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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