Success story
Yorkshire Building Society
Industry• Financial Services

Solutions• OpenText™ Exstream™

Services• OpenText Professional Services

Yorkshire Building Society improves
customer communications with OpenText
Financial Services company streamlines communications, reduces costs
and improves compliance with OpenText™ Exstream™

Results
Design and deliver multichannel
communications to customerpreferred channels resulting in
reduced costs
Improved customer experience
with accurate, consistent andcompliant communications
Expect to reduce number oftemplates from 3,000 to 300“With the solid basis and infrastructure that we now have inplace, we will press ahead to move all communications toOpenText Exstream and retire our legacy systems. This alone
will provide savings in ongoing support and maintenance, aswell as time.”
Tim Pryke

Lead Enterprise Architect
Yorkshire Building Society

Yorkshire Building Society improves customer communications with OpenText

Providing compliant, timely and accurate customer communications
is a regulatory requirement for Yorkshire Building Society. With
3.1 million members, 4,500 employees and 219 branches, Yorkshire
Building Society could not support its growth and strategic
vision with its existing legacy platform. The company selectedOpenText Exstream to enhance customer experiences, improve
communications compliance and reduce costs.

solutions to meet our needs and, after careful evaluation, we selected
OpenText Exstream as the best solution to support our digital transformation for customer communication needs,” said Pryke.

“Across our entire business, especially savings and mortgages, weneeded to improve the ease of production, accuracy, consistency
and compliance of our customer communications. We had multiple
solutions that were producing customer letters, all in hard copy
format. Driven by new regulatory requirements and the desire toprovide better customer service, we set about identifying a platformthat would serve our future needs,” explained Tim Pryke, leadenterprise architect at Yorkshire Building Society.

“We took the opportunity to better understand our other systems
and how they would integrate with OpenText Exstream. As part ofour initial implementation, we have eight types of customer lettersin production. Feedback from the team has been positive. Users
report that Exstream is much more intuitive than our old solutions
and templates are easier to build. They feel we are on a good trajectory,” said Pryke.

As part of the evaluation process, Yorkshire Building Society invited
several vendors to build a proof-of-concept system at its premises,
using a real-life scenario from its business. OpenText produced aworking demonstration in just three hours, far quicker than any of theother vendors. This ease of configuration, in conjunction with a commercial proposal that supported Yorkshire Building Society’s cost reduction objectives, made OpenText the obvious choice.
“We have a long-term strategy to improve our customer communications, moving us firmly into the digital age. We want to offer our customers a wider choice of how they receive future communications, including print. We also need to streamline communications, ensuring
they are compliant with the latest legislation and regulation, are consistent and are easy to produce and manage, all whilst reducing ourcosts. We referenced the Gartner Magic Quadrant for the leaders inOpenText began to work by implementing a minimum viable product(MVP), to provide a better internal understanding of the new solution
and how it would integrate with other systems, including the corebanking system.

As more communications are migrated to Exstream, Yorkshire Building
Society projects it will reduce the number of templates in use from
3,000 to around 300. This will lessen the burden on maintenance whena regulatory change is required; with fewer templates, it will be faster toimplement change. Reducing templates will also eliminate the problemof duplication. All changes will be channeled through a central team,removing the previous challenge of template proliferation and ensuringconsistency across communications.
“With the solid basis and infrastructure that we now have in place, wewill press ahead to move all communications to OpenText Exstream
and retire our legacy systems. This alone will provide savings inongoing support and maintenance, as well as time,” said Pryke. “Withthe solid base Exstream provides, we can move on to implement
our multichannel strategy for customer communications, including
social media, mobile and SMS.”“After careful evaluation,
we selected OpenText
Exstream as the bestsolution to support ourdigital transformation forcustomer communicationneeds.”
Tim Pryke

Lead Enterprise Architect
Yorkshire Building SocietyYorkshire Building Society improves customer communications with OpenText

As the rollout of customer communications gathers pace, there is no
anticipated impact on customers. Over the coming months, customers
will begin to benefit from more streamlined, consistent and accurate
communications. As new channels are brought on stream, their rangeof options will increase, too.

long-term communications strategy, Exstream will also help us avoid
future costs. We will be much more agile in making changes, will
avoid the need to issue apologies for late or inaccurate communications and, with all output stored as a PDF in archive, we will be able toquickly access any past communication.”“Seamlessly improving the customer experience will always be acore objective of our communications strategy. However, this must
be balanced with compliance, cost and business impact. OpenText
Exstream will help us eliminate our paper usage, helping the environment and reducing our costs,” explained Pryke. “As part of ourYorkshire Building Society also recently selected OpenText™ Media Management, a digital asset management (DAM) solution, to design andmanage images and rich media content that can be used by Exstream
for additional personalization.

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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