Case Study: Eniro achieves faster, error-free ad updates and 100% ROI with OpenText MBPM

Directory Service Stays Up-to-Date with Business Process Management

Eniro, the leading Nordic search and directory company with about 4,900 employees across 16 markets, was struggling with a paper-based process that handled roughly 180,000 customer and advertiser requests a year. The manual workflow—relying on phone, fax and post—caused errors, delays, lost data and a lack of visibility and control, and needed to integrate with its centralized Siebel customer-service environment.

Working with Kerfi/Advania, Eniro implemented OpenText MBPM to digitize incoming mail, automate routing, and integrate process status into the desktop/Siebel interface, with custom reporting to monitor SLAs. The solution eliminated paper delays, delivered full tracking of correspondence, centralized customer service, produced a 100% ROI within 12 months, and significantly improved speed, accuracy and customer satisfaction; Eniro is now expanding the system to additional markets and processes.

Eniro

Björn Alstréus

eCommerce Manager