Case Study: NAV consolidates customer communications and cuts costs with OpenText Exstream

NAV consolidates customer communication platforms with OpenText

NAV, the Norwegian Labour and Welfare Administration, manages benefits and sends more than 20 million communications a year to around 3.1 million customers across 456 local offices and 19,000 staff. Facing multiple output-management systems and heavy reliance on an external provider for even minor template changes, NAV needed to regain control, cut costs and accelerate its shift to omnichannel digital communications.

NAV consolidated its customer communications onto OpenText Exstream with OpenText Professional Services, rationalizing roughly 3,500 templates down to about 2,000 and enabling browser-based, business-led updates. The move eliminated costly third‑party template services—saving several million NOK per year—reduced IT dependency, simplified administration (including removing Microsoft Office from many desktops) and positioned NAV to move from ~50/50 print/digital toward a 10/90 digital-first strategy while improving customer experience.

NAV

Halldor Skattebo

Team Leader