SUCCESS STORYENGIE ItaliaIndustry• EnergySolutions• OpenText Documentum• OpenText Extended ECM for Salesforce• OpenText Intelligent CapturePartner

ENGIE Italia delights customers withseamless, responsive services

Energy provider accelerates customer services with mailroom automation
powered by OpenText Intelligent Capture• PIC SERVIZI PER L’INFORMATICA

Results
Automated processing foralmost 500,000 pages of
documentation per month
Cut time spent on document
management by 35 percent,with a 50 percent time saving
predicted in the future
Accelerated delivery of
documents to customer service
agents from three days to just 30
minutes, enabling faster support“By partnering with PIC SERVIZIPER L’INFORMATICA to deploy
OpenText Intelligent Capture,
we are empowering our support
teams to offer higher-quality
customer services—helping tonurture the long-term loyalty ofcustomers across Italy.”
Francesco Presicce

Manager, IT Business Support
ENGIE Italia

ENGIE Italia delights customers with seamless, responsive services

ENGIE, a global energy leader, has delivered gas and electricity tobusinesses and consumers in Italy for more than 20 years. From its
regional head office in Milan, ENGIE Italia strives to accelerate thetransition to a carbon neutral economy by designing solutions that
reduce energy consumption and respect the environment.

Striving for customer service excellence
To delight its customers and foster their loyalty, ENGIE Italia aims tooffer seamless and responsive services. Customer communications
play a key role in achieving this goal—and each month, the company
processes more than 500,000 pages of documentation. These include
energy contracts, customer claims, payment instructions, and more.
Francesco Presicce, Manager, IT Business Support at ENGIE Italia,elaborates: “Some of our documents, such as customer energy
contracts, include a large amount of information. This ranges
from basic details such as the customer’s name, address, andsignature to more complex data such as electricity and gas supply
identification codes. To offer a high-quality service to our customers,
we must process the information quickly and accurately.”Some documents—such as requests for customer data under theEU General Data Protection Regulation—require a response within aperiod of time defined by law, making timely document processing
all the more important for ENGIE Italia. To help deliver this capability,
ENGIE Italia engages a third-party mailroom service provider to routeeach document to the appropriate department.

Targeting timely document processing
In the past, the company’s mailroom processes depended heavily on
manual work. Whenever a customer sent a paper-based document
such as a letter or a fax, a member of the mailroom team would review

it, categorize it, and then scan and input the information into ENGIE
Italia’s Salesforce customer relationship management (CRM) platform.
“This workflow is called dematerialization: the process of digitizing
a paper record in a way that preserves the document’s legalstanding,” explains Presicce. “We recognized a major opportunity
to increase our responsiveness to customers and reduce ourmailroom costs by automating our document dematerialization
workflow, and we decided to look for a new approach.”

Embracing mailroom automation
As the first step on its mailroom automation journey, ENGIE Italia
selected OpenText Intelligent Capture. A machine-learning powered
enterprise capture platform, the OpenText solution can classify androute all content that that enters the organization—from simple
requests such as updates to customer addresses to more complex
documents such as energy contracts. Combined with OpenText
Documentum for long-term archiving, the solution empowers ENGIE
Italia to significantly reduce manual effort in its mailroom processes.
“We aimed to eliminate time-consuming work in the dematerializationof documents such as contracts, claims, and SEPA Direct Debit
instructions—and OpenText Intelligent Capture supported all thosecapabilities practically out of the box,” recalls Presicce.

Engaging a trusted partner
Working with its trusted OpenText business partner PIC SERVIZIPER L’INFORMATICA, ENGIE Italia mapped out and tested the newautomated workflows, and trained its team of 20 mailroom employees
to use the new solution. Today, all documents are managed
centrally in OpenText Intelligent Capture, and archived in OpenText
Documentum. Using APIs, the company has integrated its Salesforce“Using OpenText
Intelligent Capture,
we’ve slashed the timerequired to import
documents into ourCRM down to as
little as 30 minutes—
enabling our support
teams to serve
customers faster.”Francesco Presicce

Manager, IT Business Support
ENGIE Italia

ENGIE Italia delights customers with seamless, responsive services

CRM solution with OpenText Documentum, enabling it to import
documents quickly and with minimal human effort.
“Being able to manage, classify, and distribute documents to
the right person in the organization is very important, both fromthe regulatory compliance and customer service perspectives,”
comments Presicce. “Thanks to our OpenText solutions delivered by
PIC SERVIZI PER L’INFORMATICA, we are now achieving a straightthrough processing rate of around 95 percent for our mailroom. In
cases where manual involvement is required, our mailroom team
tells us that OpenText Intelligent Capture is extremely easy andintuitive to use—minimizing the training requirements for newteam members.”

Slashing response times
Today, ENGIE Italia processes almost 500,000 pages of
documentation per month automatically—helping it to send important
information to the correct destination faster, and accelerate key
business processes.
“In the past, it could take up to three working days for somedocument types to reach our CRM solution, which limited our ability
to deliver responsive services to customers,” explains Presicce.
“Using OpenText Intelligent Capture, we’ve slashed the timerequired to import documents into our CRM down to as little as 30
minutes—enabling our support teams to serve customers faster.”Presicce continues: “Overall, we calculate that our automateddocument dematerialization workflow cuts the time spent on
managing each document by 35 percent—and we are confident
we can achieve a time-saving of up to 50 percent in the future.”

Cutting costs, enhancing services
By reducing the requirement for manual intervention from its thirdparty mailroom services provider, ENGIE Italia is also unlocking
significant operational cost-efficiencies. With an increased straightthrough processing rate, the company is on course to realize its goalof faster customer services and lower costs.
Building on the success of its work with OpenText and PIC SERVIZI PERL’INFORMATICA, ENGIE Italia is targeting future enhancements to its
document capture workflows. For example, by implementing OpenText
Extended ECM for Salesforce, the company could enable native
integration between OpenText Intelligent Capture and its CRM platform,
further streamlining management and maintenance of the solution.
“At ENGIE Italia, one of our key goals is to deliver responsive
customer services while keeping operational costs lean,” concludes
Presicce. “By partnering with PIC SERVIZI PER L’INFORMATICA
to deploy OpenText Intelligent Capture, we are empowering oursupport teams to offer higher-quality customer services—helping
to nurture the long-term loyalty of customers across Italy.”

About PIC SERVIZI PER L’INFORMATICASince 1990, PIC SERVIZI PER L’INFORMATICA has delivered expert IT
services and consulting for enterprises across Europe. Headquarteredin Milan, Italy, PIC SERVIZI PER L’INFORMATICA has operations in thecities of Turin and Rome as well as London, England.

About OpenText
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through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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