Case Study: BNP Paribas Personal Finance achieves centralized, scalable digital customer communications with OpenText Exstream

BNP Paribas optimises customer communications with OpenText Exstream

BNP Paribas Personal Finance, a global financial services provider active in 28 countries with around 20,000 employees and 27 million customers, needed to simplify and modernize its customer communications. The bank faced a fragmented multichannel landscape, thousands of legacy templates, co‑branding complexity across many partner brands, and a requirement to absorb peak volumes while shifting interactions from paper to digital.

BNP Paribas created a Customer Communication Management Center of Excellence and implemented OpenText Exstream to centralize and automate print and digital output. The initiative digitized mailings, cut templates from 5,000 to 400, automated logos/legal notices for 250+ brands, made communications CMYK-ready, and scaled to support 100M+ annual messages—resulting in major cost savings, improved management, and more than half of client interactions now paperless.

BNP Paribas Personal Finance

Kaboura Kouraty

Project Manager for Line of Business