SUCCESS STORY
Touristic Enterprises CompanyIndustry• TravelSolutions• OpenText Archive Center• OpenText Brava!
• OpenText Content Server• OpenText Content Suite• OpenText Imaging• OpenText Intelligent Capture

Results
Accelerates maintenanceapprovals from 14 days to 2 days,
a reduction of 85%.
Empowers maintenance teams tocarry out repairs rapidly, promoting
higher customer satisfaction.
Eliminates the need for paper,saving time and reducing costs
by 80%.

Touristic Enterprises Company
nurtures long-term loyalty withhigh-quality experiences for every guest
Resort operator keeps assets in prime condition with 85% faster
maintenance processes enabled by OpenText™ Content Suite“Today, any repair or
inspection requests gostraight into OpenText
Content Suite, which meansthat our maintenance teamsees them immediately.”
IT Department Manager
Touristic Enterprises Company

Touristic Enterprises Company nurtures long-term loyalty with high-quality experiences for every guest

Founded in 1976, Touristic Enterprises Company (TEC) is astate-owned company on a mission to deliver high-quality
entertainment and recreational services to residents and visitors
across Kuwait. To further its goal of boosting tourism to thecountry, TEC operates a wide range of premium properties,including resorts, yacht clubs, restaurants, and otherleisure facilities.
TEC knows that delivering an outstanding experience to every guest
is a powerful way to generate earned media, attract new visitors, andturn first-time guests into repeat customers. To achieve these goals, itis crucial to keep every part of its properties in top condition, and thecompany employs a dedicated team of 100 maintenance personnel tomanage its thousands of assets across Kuwait.

Paper processes increase risk of delays
In the past, TEC relied heavily on manual processes to coordinate
around 900 repairs across its property portfolio each year. Employees
would fill out paper forms describing the maintenance request, andthen mail the form to the company’s central maintenance department
for review. Once approved, the work would be carried out anddocumented, and then filed away as a paper record.
The IT Department Manager at Touristic Enterprises Company
explains: “In the past, our maintenance flow was heavily dependent
on paper-based processes. As a result, it was difficult to keep
track of urgent and pending requests, and it was easy for
maintenance approvals from senior managers to get lost in
the shuffle.”He continues: “On average, the lead time between raising amaintenance request and performing the work was around twoweeks. To reduce the risk of maintenance issues causing frictionin the customer experience, we looked for a way to accelerate
the process.”

Embracing streamlined digital workflows
To solve the challenge—and as part of its overall IT strategy toautomate unstructured workflows—TEC decided to replace its
maintenance-request processes with a slick, digital workflow
powered by OpenText Content Suite. A comprehensive enterprisecontent management platform, OpenText Content Suite empowers
businesses to automate processes and increase productivity while
reducing storage costs and complying with stringent governanceand security requirements.
“We had already been using the Enterprise Scan featureof OpenText Imaging to scan and archive paper records toOpenText Content Server and OpenText Archive Center,so we knew we could count on the quality of OpenText solutions
and support services,” recalls the IT Department Manager.
TEC engaged its trusted OpenText Partner MGS to help deploy
and implement OpenText Content Suite and design the new digital
workflows. To help prevent unauthorized access to sensitive data
held in the existing OpenText solution, the company also deployed
OpenText Brava! and OpenText Content Intelligence—enabling finegrained access management capabilities.

“We’re confident that
our more responsive
approach to maintenance,
enabled by OpenText
Content Suite, will havea very positive impact
on guests’ enjoymentof our properties andleisure facilities.”
IT Department ManagerTouristic Enterprises CompanyTouristic Enterprises Company nurtures long-term loyalty with high-quality experiences for every guest“Working with MGS to deploy OpenText Content Suite was a greatexperience,” the IT Department Manager continues. “As well as
helping us to map our paper processes to digital workflows inOpenText Content Suite, MGS supported us with effective training
for our employees, which helped them to get up to speed quickly.
Today, around 200 of our employees use the OpenText solution—
including all our maintenance team and representatives from eachof our other departments in the business.”

The IT Department Manager adds: “The ability to create and manage
maintenance requests digitally proved particularly valuable during
the COVID-19 pandemic, when we were operating our facilities
with a reduced headcount because of social distancing measures.
For example, by taking photos of completed work and uploadingthem to the OpenText solution for approval, our teams were still
able to work effectively even when normal business processes
were disrupted.”

Delivering experiences that shine

Looking ahead, TEC sees great potential to harness digital workflows
to enhance other areas of its operations.

Since replacing its paper-based forms with responsive digital
workflows, TEC has transformed the speed, efficiency, and costeffectiveness of its maintenance processes. The company hascompletely eliminated paper forms, delivering annual savings of up
to 80 percent on printing and archiving costs. Crucially, TEC has
slashed the lead time between receiving a request and performing
maintenance—helping to ensure that its assets are in top condition
for visitors.
“Today, any repair or inspection requests go straight into OpenTextContent Suite, which means that our maintenance team sees themimmediately,” the IT Department Manager explains. “Because ourmaintenance managers can now review and approve requests
online, the average time to complete maintenance has dropped
from two weeks to just two days—helping us to ensure we’redelivering the best possible experience for our guests.”“We’re confident that our more responsive approach tomaintenance, enabled by OpenText Content Suite, will have avery positive impact on guests’ enjoyment of our properties andleisure facilities—helping us to foster satisfaction and long-termloyalty,” concludes the IT Department Manager. “We are delighted
with what we have achieved, and look forward to building on oureffective collaboration with OpenText and MGS in other areas ofour business in the future.”

Partner Information:
With offices in Beirut, Kuwait, and Saudi Arabia and operations acrossthe Gulf states and Middle East region, MGS is a Lebanese company
with over 18 years’ experience in delivering OpenText enterprisesolutions and services.

About OpenText
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through market leading information
management solutions, on-premises orin the cloud. For more information about
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visit opentext.com.
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