Case Study: E.ON achieves faster, personalized customer communications and cuts document production lead times from weeks to days with OpenText Exstream

E.ON delivers effective, personalized customer communications with OpenText Exstream

E.ON, a leading UK energy supplier with about 4.6 million customers, wanted to stand out in a crowded market by improving its customer communications. Focus groups with 80 consumers showed a clear preference for a single, full‑color A3 document folded to A4 rather than separate black‑and‑white letters and leaflets, so E.ON set out to redesign its fulfilment communications to be clearer and more relevant.

Building on earlier OneBill work, E.ON deployed OpenText Exstream to create personalized, rule‑driven, full‑color fulfilment documents that use flow charts, diagrams and reusable content components. The change consolidated roughly 40 inserts into one print stream, cut document production lead times from up to 10 weeks to just days, reduced paper use and contact‑center calls (lowering call times), and enabled faster, in‑house marketing and campaign rollout.

E.ON

Matt Connor

Technical Consultant