Platforms
Function > Customer Services
Case Studies
- Acerta Used within both Acerta's Family Allowance Fund and Social Insurance Fund, OpenText's process management solutions enabled Acerta to minimize storage requirements, prevent files from being mislaid, and have simultaneous multiple-user access to documents for enhanced customer service.
- Achmea Achmea has implemented OpenText's Business Process Management solution for the efficient, digitized performance of all of its policy records management tasks, resulting in increased productivity by more than 20%, and greater customer satisfaction.
- Adapt Services Ltd Read how Adapt's implementation of the ITIL-ready OpenText Assure has enabled them to configure each of their client SLAs to match their needs, offer a granular level of support, and respond to unexpected events and failures.
- AES PHEAA See how AES deployed OpenText's BPM Suite to automate their business processes, increase document access efficiency, and reduce document processing and storage costs. The new system affords them with 24x7 availability, disaster recovery procedures, improved loan processing, and provides the necessary scalability to support future growth.
- AKPK Suffering from manual processes and a growing number of applicants enrolling in their Debt Management Program, AKPK deployed OpenText MBPM to help manage the automation of their business processes. Learn how AKPK reduced the average turnaround time for processing customer applications from 60 days to within 30 days.
- Anthem Blue Cross Blue Shield Anthem deployed OpenText's BPM Suite to eliminate its paper-based processes and streamline its claims processing operations to provide world-class service and processing efficiency.
- ANWB Royal Dutch Touring Club Learn how the OpenText solution provided ANWB's Europe-wide emergency center staff with multi-user, real-time access to incident-related documents, ensuring fast resolution of incidents through controlled and automated document workflow.
- AXA AXA deployed OpenText's solution to integrate its business units' workflow and develop a sophisticated case management system. The bank now provides better and faster customer service while cutting operational costs.
- Bendigo Bank Learn how Bendigo Bank has used OpenText MBPM for Dispute Resolution Management, achieving an 80% reduction in its Dispute Resolution procedural errors, faster resolution of customer queries, and increased turnaround on cardholder reimbursements.
- Bexar County District Clerk Bexar County deployed the OpenText BPS suite to provide faster and more secure access to information for citizens of Bexar County, reduce costs for the department, and consolidate case file information into digital format to streamline access.
- BoatUS Read about how using OpenText BPS has reduced BoatUS's application processing time from two days to 20 minutes, decreased costs across the company, and improved workflow for claims underwriting and records management.
- British Transport Police Learn how British Transport Police is benefiting from replacing its legacy IT Service Desk with the ITIL-ready OpenText Assure, provided by OpenText and its partner ICCM Solutions.
- Bytes Systems Integration Learn how Bytes Systems Integration, by deploying a progressive IT service management strategy with OpenText and partner ICCM Solutions, was able to streamline and improve their customer support operations while generating additional revenue opportunities for the company.
- Carlson Marketing Canada Learn how Carlson Marketing Canada was able to integrate OpenText's solution with their Microsoft investments to accelerate processing of proposal requests, enhance data quality, and enable improved worker productivity.
- Chartis See how Chartis was able to reduce submission-to-quote time by 33%, total cost per application more than 60%, and underwriting cycle time from 48 hours to under two hours, while eliminating all paperbased backlogs with OpenText's case management solution.
- CIT Group CIT implemented OpenText MBPM in its Tempe, Jacksonville, Dublin and Canadian service centers among others. With CIT's various operational needs in mind, its Web Customer Service organization has deployed OpenText MBPM in several different ways.
- City of Norfolk The City of Norfolk turned to OpenText MBPM to automate its processes city-wide. Since most city functions are process-driven, OpenText MBPM gives the City of Norfolk the tool it needs to automate endless applications - therefore enabling them to be more efficient and to increase accountability.
- City of Richmond The City of Richmond is using OpenText MBPM to help take control of its processes through automation. Implementing OpenText MBPM has given the city the ability to make the right strategic decisions on how to streamline and improve its operations - allowing them to create greater efficiency and improve citizen service.
- City of Vancouver By deploying OpenText BPS, the City of Vancouver was able to reduce processing time from weeks to days, saved nearly $400,000 a year by eliminating the need to manually search for records to answer inquiries, and ensured compliance with hundreds of regulatory issues.
- Cornerstone Tax Advisors Since adopting OpenText MBPM, Cornerstone Tax Advisors have successfully implemented a web-based information submission platform, resulting in standardized templates, improved accuracy and consistency of information across its enterprise.
- Crédit Agricole Learn how Crédit Agricole implemented electronic customer files that enable faster processing, back office optimization and compliance with regulations.
- Credit Lyonnais OpenText BPS provides electronic management of storing, classifying and consulting documents for 35 business specific applications including inheritance, life assurance, securities, electronic cash, etc. resulting in improved customer service and lower operating costs.
- Dexia Bank Learn how Dexia Bank implemented OpenText's case management solution to optimize its document digitization and dossier management processes to increase efficiency and reduce costs.
- Dispute Resolution Services Ltd DRSL needed to manage its core processes more effectively and chose OpenText MBPM to help manage and grow the business while keeping overhead to a minimum and also minimize the potential for error, duplication and data integrity issues in both its everyday work and its formal reporting processes.
- Duane Morris Duane Morris LLP has successfully implemented OpenText MBPM resulting in improved client responsiveness, enhanced productivity, and ensured adherence to business intake rules and ethical standards.
- Ehrhardt Keefe Steiner & Hottman PC Learn how EKS&H has used OpenText MBPM to assist with its enterprise-wide automation initiative to help it better serve clients and improve its ability to retrieve customer information and reports when needed.
- Eniro OpenText MBPM was implemented by Eniro alongside Siebel in its centralized call center operations and now all customer-facing advertising change requests are sent and handled electronically.
- Europ Assistance Europ Assistance used OpenText ProVision to redesign their entire organizational structure in order to be more aligned with customer needs and market trends. Europ Assistance then leveraged the improved design by automating critical processes, such as customer service requests and claims, through OpenText MBPM to ensure a faster and better customer experience and continue to improve those experiences as their business evolves.
- Europabank Learn how the OpenText BPS solution allows Europabank to maintain the highest levels of customer service, including quick access to documents on-screen, faster document processing, and elimination of document loss.
- First United Bank Read how First United Bank is leveraging Open Text BPS process and case management solution to manage documents, improve processes, manage exceptions, and provide analytics and reporting.
- Glacier Financial Services Glacier Financial implemented OpenText MBPM to help grow its business and better serve its clients. Glacier has streamlined the way processes are deployed and now has all client facing processes automated and centrally accessible with the ability to implement new products and processes much easier.
- Hampshire County Council The Hampshire County Council selected the OpenText MBPM Suite to create OT Direct, a collaborative call center and case management solution.
- Highgrove Learn how Highgrove used OpenText MBPM software to rapidly develop powerful and flexible applications for running all client-facing operations.
- Interpak Books Learn how Interpak Books has successfully deployed robust rules-driven processes using OpenText MBPM, accelerating their logistics supply chain and increasing internal process visibility.
- Kansas City Power & Light KCP&L deployed process and document management solutions from OpenText BPS to provide a highly scalable document management and workflow system for multiple departments to integrate all customer touch points, increase business speed, and improve customer service.
- London Verzekeringen Learn how London Verzekeringen deployed OpenText BPS process solution to digitize and manage their documents and automate the processing of applications for new insurance policies, generate new policies, and alter existing policies.
- Lufthansa Miles & More Using OpenText MBPM, partner arvato developed a project called SWIMM - Scanning & Workflow Integration Miles & More - to redesign and automate Lufthansa's Miles & More procedures. Learn more about how the solution has helped decrease transport and logistics costs and accelerated customer response times.
- Malcolm Pirnie Malcolm Pirnie uses OpenText ProVision to help its clients enable complex business process change and to ensure alignment with strategic priorities. It has helped its client minimize risk through multi-dimensional modeling and simulation and built client confidence through dynamic, multi-dimensional "'as is" and "should be" models.
- Mallesons Stephen Jaques Mallesons added OpenText MBPM to its core technology infrastructure to effectively manage its enterprise processes and help establish a corporate-wide BPM initiative to streamline and automate core business processes.
- Martineau Johnson Martineau Johnson chose OpenText MBPM as a backbone to rationalize processes and improve the way in which staff operates with external contacts. Learn how the solution has enabled Martineau Johnson to deliver faster and more efficient internal procedures while freeing up valuable staff time and increasing billable working hours.
- Micro Focus See how Micro Focus' OpenText implementation is not just a new IT Service Management Solution, but one that has the capabilities of improving organizational efficiencies across multiple departments such as Facilities, Finance and Marketing, with benefits being realized within only four months.
- Miller Valentine Miller Valentine Group appointed OpenText to provide an advanced IT Service Management Solution based upon Business Process Management (BPM) architecture. Learn how the flexibility of the OpenText Assure solution has enabled Miller Valentine to transform the way their IT department serves the business.
- Morrison & Foerster Morrison Foerster used OpenText MBPM to automate critical legal processes resulting in efficient, adaptable and automated processes, and the ability to document the due diligence that takes place before signing on a new client or taking on a new matter.
- MSB International MSB turned to OpenText MBPM to automate its internal processes in support of its re-focus on customer service. Learn how OpenText MBPM helped the company eliminate extraneous processes giving them the ability to manage critical business processes across multiple locations.
- MTN Group Using OpenText to digitize a formerly cumbersome paper-driven contract application process, MTN was able to reduce the time taken for new customer approvals, reduce the administrative overhead and the associated complications of the retention of paper records.
- NCMIC Group, Inc Read about NMIC, who by deploying process and document solutions from OpenText BPS, now enjoys a paperless claims department, automated processes, improved customer service, increased accuracy, easy integration and communication between applications, and the ability to view business levels in real time.
- New Trier Township High School New Trier turned to OpenText and its consulting partner Infiniron to automate various internal processes. OpenText MBPM is now being used by the school’s support staff and faculty across both campuses for processes ranging from supply requisition to student services.
- Newcastle Building Society Learn how Newcastle Building Society replaced their manual, paper-based systems with an integrated OpenText BPM solution that increased their processing time, improved customer service, and has allowed the Newcastle to effectively manage peaks in workload.
- North Staffordshire Health Intelligence Service North Staffordshire NHS Trust created an electronic referral and discharge system using OpenText MBPM, providing faster patient care, improved data accuracy, and visibility into referral delays and bottlenecks.
- NY State Teachers' Retirement System Learn how NYSTRS has trimmed months off member application processing time, gained greater control of workflows, is able to measure staff productivity, and has dramatically improved service to members.
- Philippines Land Transport Office Learn how by leveraging OpenText business process solutions, the Philippines Land Transport Office (LTO) was able to convert all of its paper-based application and processing forms into an electronic process management system, transforming the LTO into a tight, highly efficient organization.
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- Schottenstein Zox & Dunn Learn how SZD used OpenText MBPM to automate nearly 100 processes across the practice - realizing greater agility and efficiency while significantly improving customer service and employee collaboration.
- Screen Actors Guild / PPHP (SAG) Learn more about how the SAG is now able to balance workloads, integrate audit points into the process, and quickly retrieve claims documents in support of the 750,000 medical claims they receive each year with OpenText's case management solution.
- Stirling Council Learn how Stirling Council chose OpenText MBPM as a backbone to drive processes within and between its contact center and service departments.
- Telenor Group Learn how OpenText was able to deliver a flexible and scalable service desk solution across Telenor's HR, Finance, and IT Service Centers.
- Telstra Super Learn how Telstra Super's implementation of OpenText's process solution enabled them to boost capture and retention of members, reduce operating costs and improve customer service levels and efficiencies beyond industry averages.
- Texas Secretary of State Learn how OpenText BPM has extended the reach of the Business and Filings division via their Web site, eliminating manual copy tasks and improving service to the public, reduced labor-intensive tasks required to support public requests for information and records, and made corporate certificates available online.
- United Guaranty Corporation United Guaranty deployed an OpenText case management solution to create a centralized document management repository to provide seamless, automatic process management, and increase employee productivity and satisfaction.
- US Department of Homeland Security Read how the US DHS deployed Case360 as the enterprise solution for handling eFOIA requests, putting an end to their manual, paper-based processes while improving operations and responsiveness.
- US Department of Homeland Security - Chicago District Office Read how OpenText MBPM has helped the Chicago District Office increase productivity and efficiency, improve customer satisfaction through faster response times and drastically reduce its backlog of correspondence.
- Vodafone Italia Learn how Vodafone Italia automated customer contracts processing, increased account activations and operating margins, eliminated data errors, and improved activation process monitoring with OpenText Business Process Solutions.
- Western United Read how Western United reduced costs for processing claims, improved processing performance for their claims and underwriting departments, and improved customer service during a significant growth period.
Datasheets
- Business Performance Intelligence for Knowledge Exchange Learn how the OpenText Business Performance Intelligence (BPI) for ProVision/Knowledge Exchange helps unlock Enterprise Architecture information for business architects, practitioners, and business executives alike.
- Case360 See why organizations are turning to adaptive case management to better serve knowledge work requirements, reaching beyond traditional technology and mindset to be more dynamic and collaborative.
- Client Onboarding OpenText MBPM for Client Onboarding is a highly flexible platform that enables you to not only customize a solution to suit your company's unique onboarding process today, but to also remain agile and able to adapt the solution based on client feedback and additional improvements that you discover over time.
- M3 M3 is the only platform that allows you to start today with the full power to model your business - not just your processes - in a collaborative environment where all users can participate and share their knowledge. This unique platform gives you the best results, faster time to value, and a foundation for future growth across your enterprise.
- MBPM for Microsoft Office As a Gold Certified Microsoft Partner, OpenText enables you to leverage the latest in Microsoft technology to provide you with a powerful, flexible, and seamless solution for your business improvement projects. Access OpenText Metastorm BPM (MBPM) applications directly through SharePoint, Word, Excel, Outlook, and even PowerPoint to complete, monitor and report on your organization's work - wherever it's most convenient.
- Metastorm BPM OpenText MBPM delivers a comprehensive solution to make your vision for business improvement a reality. Whether it's customer on-boarding, case management, new product introduction, or regulatory compliance, OpenText MBPM customers are empowered by our visual design environment to rapidly develop and deliver improvements that allow you to outperform business goals.
- MIM for CICS OpenText MIM CICS frees and enables your CICS applications and data without requiring massive efforts to upgrade systems, add new and foreign architectures, or re-train staff.
- MIM for Managed File Transfer OpenText's comprehensive data integration solution offers you a unique process-centric approach that rapidly addresses integration challenges that result from the highly diverse range of systems, applications and data sources in today's enterprise. OpenText Metastorm Integration Manager Managed File Transfer (MIM MFT) provides the facilities required to integrate data across all popular computing platforms and data sources.
- MIM Integration Server Unlike point-to-point integration techniques, OpenText MIM Integration Server orchestrates, manages, and tracks multiple business processes and their activities across diverse system interfaces throughout your enterprise.
- Mobile BPM Learn how OpenText Mobile BPM for MBPM enables you to contribute to and advance your business processes via iPhone, iPad, Blackberry, or Android devices.
- OpenText Business Process & Case Management Solutions This brochure provides an extensive overview of OpenText's business process and case management solutions - complete with example screen shots.
- OpenText in Financial Services: Loan Processing Solution Gain control and efficiency in your loan origination and servicing processes. Learn how OpenText provides banks, credit unions and other lending organizations a dependable foundation upon which to improve loan processing.
- OpenText in Insurance: New Business Solutions OpenText provides New Business and Underwriting solutions that automate paper and process to deliver the productivity gains and speed necessary to defend and improve your market position.
- OpenText managerView See how OpenText managerView is the only solution that gives you the visibility into both your processes and the people that support them to ensure you meet your business goals.
- OpenText Shared Services Center for IT Learn how you can use process-based applications to continuously improve IT Services.
- Process Discovery Made Easy: With Microsoft Visio 2010 and OpenText analystView Learn how with Microsoft Visio 2010 and OpenText's analystView add-in, business analysts and process professionals now have access to powerful ready-to-use process discovery, analysis, and collaboration capabilities.
- ProVision ProVision enables you to capture, present and analyze your entire enterprise - resulting in a thorough understanding of the cause-effect relationships between business strategy, business processes and the systems and technology that support them.
- Smart Business Workspace The OpenText Smart Business Workspace delivers a personalized working environment for the OpenText Metastorm platform that you create and arrange in a way that best suits the way you work. Create a single place to access your applications, other websites, and to find and collaborate with others - allowing you to get more done and make decisions faster.
- Transform Your Business with OpenText Process and Case Management Learn how OpenText's persona-based Business Process Management Suite (BPMS) delivers an evolutionary approach to process improvement initiatives.
eBooks
- How to Gain Competitive Advantage by Automating Client Onboarding Banking and investment management has entered a new competitive era where customer service and managing the customer experience are clear differentiators - crucial for success. Nowhere is it more crucial than in your first interaction with a new client. This eBook gives you the practical advice you need to build a business case and align investment client onboarding with your business drivers and goals - to gain competitive advantage.
Videos
- Asia United Bank Customer Story Asia United Bank reduced loan application processing time by 50-70% in 3 months by reducing manual steps and paper in the process, consolidated and streamlined operations by having all electronic documents in virtual case folders instead of multiple different systems. The bank improved customer service by enabling loan processors to have more time to help clients.
- City of Norfolk Customer Story The City turned to OpenText MBPM to automate its processes city-wide. Since most City functions are process-driven, OpenText MBPM gives the City the tool it needs to automate endless applications - therefore enabling the City to be more efficient and to increase accountability.
- City of Richmond Customer Story The City of Richmond is using OpenText MBPM to help take control of its processes through automation. Implementing OpenText MBPM has given the City the ability to make the right strategic decisions on how to streamline and improve its operations - allowing them to create greater efficiency and improve citizen service.
- First United Bank Customer Story Learn how First United Bank and Trust unified operations, ensures regulation compliance and improved customer service with OpenText Business Process Solutions.
- Glacier Financial Services Customer Story Glacier delivers a variety of financial products for the South African affluent market on behalf of Sanlam, a leading financial services group and one of the top two insurance companies in South Africa. The company implemented OpenText MBPM to help grow its business and better serve its clients. Glacier has streamlined the way processes are deployed and now has all client facing processes automated and centrally accessible with the ability to implement new products and processes much easier.
- OpenText Business Process Solutions - Make Every Moment Matter Make every moment matter in your business. Start the process improvement journey with OpenText Business Process Solutions.
White Papers
- 5 Steps to Choosing the Right BPM Suite BPM Suites can deliver significant business benefits and fast ROI - but only if you choose the right one. This white paper explains the five steps to selecting an appropriate BPM suite to meet your specific needs and details the best practices for accomplishing each step.
- Aligning Strategy with Execution - The Secret to Success Strategy and goals set direction, but execution drives results. How can you unify these often disparate paths? The focus of this paper is helping you figure out how to align strategy, analysis, and execution. The secret to success is simple - close the gaps. Eliminate the silos by closing the gaps that exist between them.
- BPM Primer Just getting started in BPM? This is the perfect document for you. Learn the BPM Fundamentals (A-Z) with this informative whitepaper.
- Breaking with Tradition in the Insurance Industry: Strategies to Insure Operational Efficiency and Future Growth Explore best practices for process improvement in the Insurance sector, including real world case studies.
- Building a Business Case for BPM - A Fast Path to Results You've identified a set of challenges that could be addressed by a BPM solution. This white paper explains how to build a business case for BPM and gain and maintain the executive sponsorship required for a successful BPM project. Includes a customer case study and sample ROI model.
- Business Process Analysis The push is on for organizations to improve their competitive posture by improving the quality of goods and services, streamlining design and production, minimizing costs and increasing revenue. To accomplish these objectives, an enterprise must optimize its operations. This white paper presents a model-driven approach for business process improvement leveraging OpenText ProVision.
- Demonstrate Business Value Through Application Portfolio Management Even with the right tools in place, organizations must adopt cultural changes to achieve the promise of application portfolio management (APM). To faciliate full contribution from the business, a top-down approach has proven most successful, wherein executive-level management assigns one or more APM champions. Additionally, organizations shold partner with a vendor offering a comprehensive APM solution that supports both business and IT needs.
- Increasing IT Value by Connecting Strategy and Execution Connecting strategy and execution aligns IT with business goals and delivers true value to the organzation. This white paper discusses the strategies for aligning IT and businesses as well as the benefits gained when these two often disparate organizational functions collaborate and integrate.
- Microsoft SharePoint as the Cornerstone of Your Enterprise Process Platform If your organization is already using SharePoint, read this document to better understand how to leverage that investment toward improving enterprise process performance and operations.
- Moving Enterprise Architecture Teams Out of IT and Into the Business Fusing Enterprise Architecture (EA) and the business requires a fundamental shift in the way IT and the business think about each other. This shift will only occur if executives and individuals from both sides realize the business imperative and support the steps necessary to make it happen. In the end, open communications between the business and IT - at all levels - will be crucial to EA's impact on the bottom line.
- Successful Enterprise Architecture Successful alignment of business and IT maximizes enterprise performance. This white paper describes how organizations can achieve alignment through Enterprise Architecture and provides practical guidance on the steps required to begin putting an Enterprise Architecture in place.
- What to Look For in a Case Management Platform Find out how selecting the right case management solution - with the right partner - can drive immediate value for your organization, give you a competitive advantage, and improve business performance.
- When BPM Emphasizes People Before Process The critical links in the process success chain are represented by the activities, wants and needs of all the people involved in the process. From conception to operation - then on to adaptation - process success is determined by the ability of people to interact with processes in a simple, personal and meaningful way. Each major persona group is explained here in detail.
- Winning in the New Normal: Adaptive Case Management Strategies to Deal with Business as it Happens Think case management is not for you, it's time to think again. This paper reviews examples of the dramatic business impact case management process improvements can have across a variety of industries, including best practice implementations and proven results. We will also highlight winning case management strategies that improve decision making, eliminate paperwork from process, and enhance the overall customer experience.
