Case Study: nib enhances customer experience and speeds correspondence delivery with OpenText Exstream

nib targets customer communications with enhanced CCM platform

nib, a Newcastle-based health insurer serving over one million customers in Australia and New Zealand, sought to upgrade its customer communications to support business growth and partner white‑labeling opportunities. The insurer’s legacy CCM platform couldn’t handle high-volume bursts, personalization, multi‑channel delivery or consistent archiving, creating bottlenecks for template management, marketing initiatives and partner distribution strategies.

After evaluating vendors, nib implemented OpenText Exstream with Exstream Professional Services, delivering a quick proof of concept and a redesigned Welcome Pack. The new platform simplified document maintenance, accelerated speed to market, enabled personalized, responsive multi‑channel correspondence, supported partner brands at scale, reduced delivery costs and allowed nib to bring operations in‑house—resulting in measurably improved customer experience and faster marketing execution.

nib

Glenn Moore

Head of Core Applications Delivery