SUCCESS STORY
FWD Life Insurance Company(Bermuda) LimitedIndustry• InsuranceSolution• OpenText™ Customer
Communications ManagementResults
Streamlined transactional
communications
Cost-effective personalisation
exceeds customer expectations
Consistent voice across allchannels and formats
Integrated fully with existing
systems and processes

Creating quality customer relationships
OpenText Customer Communications Management strengthens
relationships and improves efficiency at leading insurance company“This has been a dream
product. We save more than
$1.4 million per year. It helps
us communicate more
effectively and efficiently
across different markets,languages and distribution
channels. That represents
a great investment for us.”George Wan

VP of Information Technology
FWD Life Insurance Company (Bermuda) LTD

Creating quality customer relationships

FWD is the insurance business arm of the private investmentgroup, Pacific Century Group. It provides life insurance services
in Hong Kong, Macau, Thailand and the Philippines. In Hong Kong,
FWD offers general insurance, employee benefits and financial
planning services. The company also has a brand presencein Indonesia.
FWD’s overarching vision is to change the way people feel about
insurance. To create this shift, FWD leverages technology to not only
deliver innovative products, but also to focus on and enhance thecustomer experience.

Challenge
A primary front in the battle to fundamentally change the relationshipbetween customers and the insurance industry—not to mention for
driving additional business—is the customer-facing communications
that are created and dispatched across the business. Thesecommunications, the data that feeds them, and the exchanges
between all divisions of FWD and its customers are all criticalaspects of the process that needed to be improved and mademore efficient and cost-effective.
FWD sought out a leading edge solution that would enable them toprint and manage all aspects of their customer communications—in multiple languages, through multiple interfaces and using inputs
in multiple formats from various platforms. Cost and reliability wereprime concerns, as was the capacity to handle high volumes andease of operational flow. FWD also identified that they needed asolution that would support future expansion and the ability to tackle
emerging user needs.

Solution
FWD launched an ambitious deployment project, working with
OpenText to implement the OpenText™ Customer Communications
Management solution across four locations within one year. The
project kicked off in Indonesia in December 2013, continuing toMacau and the Philippines, and finally Hong Kong.
The result of the project was a complete, integrated, enterpriseclass environment that encompasses all three elements ofdocument management: composition, process automationand output.
The Customer Communications Management system takes datafrom FWD’s existing business systems (without requiring anychanges) and dynamically generates the communications neededto correspond with customers, partners, suppliers and employees.
One master template per document type generates all variationsof language, personalisation, imagery, format (paper, electronic,mobile) and simplifies document development, production andmaintenance, minimizing demand on IT resources.
Gone is the cumbersome, costly and time-consuming traditional
method, where each application required separate business process
definitions—from data collection to document distribution—that
were duplicated for every document variation and each separate
output format, across different divisions of the business.

“This product hasbeen absolutely
trouble-free and hasdelivered huge savingsin both efficiency andpaper cost as part of ourdigital insurance vision.”
George Wan

VP of Information Technology
FWD Life Insurance Company(Bermuda) LTD

Creating quality customer relationships

Results
As well as creating efficiencies and reducing costs, OpenText
Customer Communications Management is increasing FWD’s scope
to build new and deeper relationships of trust and confidencewith their customers.
“This has been a dream product; it has been absolutely troublefree and has delivered huge savings in both efficiency and paper
cost as part of our digital insurance vision,” said George Wan, VP ofInformation Technology at FWD Life Insurance Company (Bermuda)LTD. “We save almost $1.4 million per year with OpenText
Customer Communications Management. The solution has thedistinguishing ability to evolve more at the same speed as ourbusiness. It helps us communicate more effectively and efficiently
across different markets, languages, national borders anddistribution channels. That represents a great investment for us.”Now, FWD has a powerful tool to create more personalised andmeaningful communications and speak to their customers with aconsistent and responsive voice. With improved operational efficiency
and direct control over content, business managers can react
faster to market conditions and opportunities, with direct hands-on
communications to increase loyalty and revenue.
OpenText Customer Communications Management works with
FWD’s existing systems and processes to extract the data it needs,
preserving integrity and respecting rules of governance. It enables
rapid deployment of dynamic, feature-rich, secure applications
that would otherwise require hundreds of work hours to build. It
is positioned to support FWD as their business grows in volume,channels, branches and systems—expanding into new languages
and interfaces, all with minimal demand on valuable
IT resources.

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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