Case Study: PEMCO Insurance achieves paperless, multichannel customer communications and cost savings with OpenText Exstream

Multichannel communications create market advantage for PEMCO

PEMCO Insurance, a mutual U.S. insurer known for top-ranked customer service in the Pacific Northwest, faced fragmented customer communications across multiple systems that drove up costs, created inconsistent brand messaging and inundated customers with paper. The company wanted a centralized, multichannel approach to enable a paperless experience and improve efficiency and consistency.

PEMCO consolidated its output onto the OpenText Exstream platform (including Exstream Command Center and related tools), creating a customer communications management center of excellence. The move delivered a scalable multichannel roadmap, tighter workflow control and faster online availability, enabled about 12% of customers to go fully paperless (with another blended cohort), flattened paper use despite growth and reduced costs while improving customer experience.

PEMCO Insurance

Asheem Dubey

ECM Manager