Case Study: Fédérale Assurance achieves faster time-to-market and personalized multichannel communications with OpenText Exstream

Fédérale Assurance implements customer communications strategy with OpenText

Belgian insurer Fédérale Assurance, which produces 8–10 million pages of customer communications each year, needed to modernize legacy tools to support direct, highly personalized customer contact across products and channels and to create a single document repository. The insurer required real‑time document customization, multichannel delivery and seamless integration with existing business applications to speed product launches and reduce reliance on IT.

Fédérale Assurance implemented OpenText Exstream (with OpenText Documentum for archiving), integrating it with Microsoft Dynamics CRM and other systems and rolling out an Exstream-powered mobile app for sales. About 350 employees now use Exstream daily to design, preview and deliver personalized communications by paper or email; the solution cut dependence on IT, accelerated time to market, simplified integrations and supported a target of handling roughly 80% of communications by 2020.

Federale Assurance

Christian Flion

Head of IT Operations and Document Production Services