Case Study: Westgate Resorts halves agent headcount and accelerates customer response with OpenText TeleForm & LiquidOffice

Opentext Teleform And Opentext Liquidoffice Transform Document Processes For Timeshare Group

Westgate Resorts, a major U.S. timeshare and hospitality company operating 28 resorts and thousands of villas, was overwhelmed by massive paper volumes and slow manual workflows — for example, tens of thousands of contract and accounts-payable documents and customer files that could take up to two days to retrieve. Manual printing, inter-office mail for approvals and offsite document storage created delays, errors and high processing costs.

Working with Informa, Westgate implemented OpenText TeleForm to digitize and extract data (OCR and barcode) and OpenText LiquidOffice to route electronic forms and approvals with digital signatures. The automated workflows cut response times from days to minutes, improved data quality, eliminated warehouse retrieval, reduced AP agent headcount by 50% (12 to 6), and delivered significant cost savings and better customer service.

Westgate Resorts

Donna Larson

Print and Imaging Manager