Case Study: FWD Life Insurance Company (Bermuda) Limited achieves $1.4M annual savings and streamlined, personalized customer communications with OpenText Customer Communications Management

Opentext™ Customer Communications Management Strengthens Relationships And Improves Efficiency At Leading Insurance Company

FWD Life Insurance (Bermuda) Limited, part of the Pacific Century Group, provides life and general insurance across Hong Kong, Macau, Thailand, the Philippines and Indonesia with a mission to change how people feel about insurance. The company needed to overhaul its customer-facing communications — handling high volumes, multiple languages, formats and channels — while cutting costs, improving reliability and integrating with existing systems to support rapid expansion.

FWD implemented OpenText Customer Communications Management across four locations in one year, creating an integrated environment for composition, process automation and output that pulls data from existing systems without requiring changes. Using master templates to generate personalized, multi‑format documents, the solution streamlined operations, delivered consistent cross-channel messaging, reduced IT overhead and saved about $1.4 million annually, enabling faster market response and deeper customer relationships.

FWD Life Insurance Company (Bermuda) Limited

George Wan

VP of Information Technology