Case Study: DONG Energy achieves 20% direct-marketing response rates and same-day campaign execution with OpenText

Direct Marketing Made Easy with SAP® Document Presentment by OpenText

DONG Energy, a Denmark‑based utility with about 6,000 employees and roughly $10 billion in revenue, serves ~1 million electricity and 250,000 gas customers across a deregulated Northern European market. Faced with increased competition after EU deregulation, DONG needed to run highly personalized direct‑marketing campaigns and respond to competitor activity within 24 hours, but found SAP Scripts too inflexible and required a solution that integrated with their SAP IS‑U environment.

DONG implemented SAP Document Presentment by OpenText (extending their existing OpenText StreamServe) alongside SAP CRM and SAP IS‑U, going live in about one month. Marketing can now create and launch targeted campaigns in hours, lifting campaign response rates from an expected 3% to 20% (versus a 5% market average), speeding time‑to‑market, improving customer service, and removing IT as a bottleneck.

DONG Energy

Torben Christiansen

IT, Sales & Services