Case Study: Australian State Government-Owned Company achieves automated multi-channel communications and improved customer experience with Newgen Software

Automating Communications for an Australian State Government-owned Company

An Australian state government‑owned trustee and estate services organization (operating since 1851) was struggling with slow generation and delivery of internal and external documents, time‑consuming searches across multiple systems, limited tracking and monitoring, heavy IT reliance for template changes, and poor archival/version control. These issues reduced staff productivity and delayed customer service, undermining transparency and the customer experience.

The client implemented Newgen’s Omnichannel Customer Engagement (CCM) suite on the NewgenONE platform to centralize templates, automate real‑time and scheduled multi‑channel delivery (email, SMS, web, print), and integrate via APIs with core systems like Oracle and Salesforce. The solution added a GUI composition designer, structured document repository, and live dashboards—resulting in faster communication generation, multi‑channel delivery and tracking, improved visibility and data retrieval, and a better, more personalized customer experience.