Case Study: Northwest Natural cuts billing time and improves invoice accuracy with OpenText Analytics

Northwest Natural cuts billing time by 50% with OpenText Analytics

Northwest Natural, a natural gas utility, faced challenges with its outdated, manual billing and document systems which lacked historical data access and slowed customer service. To modernize their operations while maintaining security and trust, they partnered with OpenText Analytics, leveraging their Content Management and Document Presentment for SAP Solutions.

OpenText Analytics implemented a digital-first solution called "Composition 2.0" that automated billing and integrated content management. This resulted in a 50% reduction in billing time, improved invoice accuracy, and empowered customer service agents with real-time bill visibility. The solution provided measurable benefits including faster payments, reduced dispute volume, and strengthened trust for their 800,000 customers.